Frequently Asked Questions

Shipping

You order, we process, and then we ship!

Please allow 1–2 business days for processing your order. Once it ships, a confirmation email containing your tracking number will be sent to the email address provided at checkout.

All orders require 1-2 business days for fulfilment before shipping out regardless of shipping method.

Please note business days do not include weekends or holidays.

Orders and Returns

To avoid delays in shipping your order, we process orders as quickly as possible. Therefore, we can only guarantee changes 15 minutes after the order was placed. If you wish to make any urgent updates, please email us at info@ulabprofessionals.com as soon as possible and include the following:

In the subject line, put “Change to order” or “Update shipping address” and include your order number.

If you wish to update your shipping address, please include the new shipping address in the email.

Unfortunately, if your email is outside of our 15 minute grace period, we can not guarantee any changes.

To avoid delays in shipping your order, we process orders as quickly as possible. Therefore, we can only guarantee cancellations 15 minutes from when the order was placed. To request a cancellation, please email us at info@ulabprofessionals.com as soon as possible and include the following:

In the subject line, put “Cancellation” and include your order number in the email.

Unfortunately, if your cancellation request comes in after our 15 minute grace period, we can not guarantee be able to cancel the order since our warehouse has already processed it.

We take full responsibility for damaged/defective products. Additionally, we understand that everyone’s skin is different and may react differently to our products and ingredients. If you aren’t fully satisfied with your product, please let us know!

If you’d like to request a refund, please email us at info@ulabprofessionals.com within 30 days of your delivery date.

We apologize for this inconvenience! Email us at info@ulabprofessionals.com with photos of the defected products and we’ll send you new ones right away.

We’re very sorry about that! Please reach out to our Customer Care Team at info@ulabprofessionals.com with your order number along with a photo of your order contents. We’ll take care of it from there!

Sorry about that! Please reach out to our Customer Care Team at info@ulabprofessionals.com with your order number and any relevant details. We’ll take care of it from there!

We accept all major credit cards as well as Google Pay, Apple Pay, and PayPal.

Sorry about that! Please reach out to our Customer Care Team at info@ulabprofessionals.com with any relevant order information for further assistance.

Products

All ULABPRO products are made in Australia. They’re tested for safety and efficacy using the highest and most current standards available.

You can find our ingredients under the “Ingredients” tab on each product page as well as on the packaging.

All sealed, unopened products can be used for up to 36 months after purchase; unsealed, opened products can be used for up to 12 months. We recommend storing all products in a cool, dry place and closing tightly after each use. Please note that prolonged exposure to high temperatures, humidity and/or exposure to sunlight or air may adversely impact any formulation.

ULABPRO does offer sales in certain seasons like Black Friday, however, we do not offer regular sales or discounts.

We want to be thoughtful about when we offer sales because we want to encourage our customers to be intentional about when they purchase our products. We don’t want to encourage overconsumption or pressure our customers to purchase just because we’re running a sale.

Skincare

All our products are safe and effective on sensitive skin, however we always recommend doing a patch test and incorporating new products slowly to ensure they’re compatible with your skin. If you have a medical skin condition, we recommend consulting your dermatologist or health care provider prior to using new products.

When trying a new product, we recommend testing it first before applying it to your skin.

Apply a small amount of products and allow it to absorb on a clean, dry patch of skin (the inside of your wrist or neck). Leave the patch undisturbed for 24 hours. If the skin doesn’t develop a reaction, such as rash or hives, the product should be safe to use for your skin type!

Even so, we recommend incorporating it into your routine slowly and continuing to monitor your skin’s reaction.

It’s totally normal to break out when you’re using a new product! Sometimes when you try a new product, especially if it has a concentrated or active formula, your skin may react by breaking out. If this happens, we recommend pausing use until the breakout clears up then slowly reintroducing the product back into your routine.

Generally, we recommend applying your cleansers first then going in with your treatment products (like serums and exfoliators, etc.) next according to their instructions. Usually, you finish off with a face cream and/or oil and always remember to use sunscreen in the daytime!

Always follow the instructions of each product and perform a patch test before introducing new products into your routine.

Sustainability

Right now, we’re focused on reducing the waste output of our existing packaging and trying to reuse as much recycled and upcycled packaging material as we can. We’re keeping our options open and considering refillable packaging as an option for future packaging updates.

Press and Partnerships

You can reach us at marketing@ulabprofessionals.com and we’ll be in contact if we’d like to work with you!

We’re working on a more official program! In the meantime, please shoot over an email to info@ulabprofessionals.com. We’ll be in touch!

Please send over all relevant information to info@ulabprofessionals.com and we’ll be in touch!

If you have any further questions contact our customer service team at: info@ulabprofessionals.com