About Our Products
What makes Aquaphor products unique?
Aquaphor products are formulated with a unique combination of ingredients that create a protective barrier on the skin while allowing oxygen to flow and skin to heal. Our formulations are dermatologist recommended, free from irritating fragrances and preservatives, and designed to heal, protect and soothe skin of all types.
Are Aquaphor products tested on animals?
No. Aquaphor is committed to cruelty-free practices. We do not test our products on animals, nor do we ask others to test on our behalf.
Are Aquaphor products safe for sensitive skin?
Yes. Aquaphor products are specifically formulated to be gentle and are often recommended by dermatologists for those with sensitive skin conditions. Our products are free from fragrances, preservatives, and other potential irritants that could trigger reactions.
Can I use Aquaphor products on my face?
Yes. Many of our products are suitable for facial use, particularly our Healing Ointment and specific facial moisturizers. These products help create a protective barrier without clogging pores and can aid in healing dry, cracked skin on the face.
Are Aquaphor products safe for babies?
Absolutely. We offer a specialized baby care line that is formulated specifically for the delicate skin of infants and children. Our Baby Healing Ointment is particularly popular for diaper rash, dry skin, and minor irritations.
Usage & Application
How should I apply Aquaphor Healing Ointment?
For best results, apply a small amount to clean, dry skin. A little goes a long way – you only need a thin layer to create an effective barrier. Gently massage the product into the affected area. For extremely dry skin, you can apply a slightly thicker layer.
Can Aquaphor products be used on tattoos?
Yes. Many tattoo artists recommend Aquaphor Healing Ointment for tattoo aftercare. Apply a thin layer to clean, freshly tattooed skin several times daily for the first few days to help keep the area moisturized and protected during the initial healing process.
How often should I apply Aquaphor products?
Application frequency depends on your skin’s needs and the specific product. For most skin care needs, applying 2-3 times daily is sufficient. For severely dry or cracked skin, you may apply as needed. Check the individual product packaging for specific recommendations.
Can I use Aquaphor for lips?
Yes. Our Healing Ointment and Lip Repair products are excellent for dry, chapped lips. They create a protective seal over the lips while allowing them to heal naturally. Many customers use our products as overnight lip treatments for intensely dry lips.
Is Aquaphor the same as petroleum jelly?
No. While Aquaphor does contain petroleum jelly (petrolatum) as an ingredient, our formulations combine petrolatum with other skin-nourishing ingredients like glycerin, panthenol, and bisabolol to create a more comprehensive healing environment for the skin.
Orders & Shopping
How can I track my order?
Once your order ships, you’ll receive an email with tracking information. You can also check your order status by logging into your account on our website or contacting customer service at [email protected].
Do you offer free shipping?
Yes! We offer free standard shipping on all U.S. orders over $35. International shipping rates vary based on location.
Can I change or cancel my order after it’s been placed?
We process orders quickly to ensure fast delivery. If you need to change or cancel your order, please contact customer service immediately at [email protected] or call +1 212-639-9675. We’ll do our best to accommodate your request if the order hasn’t yet shipped.
Where can I buy Aquaphor products?
Aquaphor products are available directly through our website at aquaphor.us.com. Our products are also sold at major retailers, pharmacies, and specialty skincare stores nationwide. Use our store locator on our website to find a retailer near you.
Do you offer samples?
We occasionally offer sample sizes with purchases made through our website. For specific sample requests, please contact our customer service team.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of purchase for unused, unopened items in their original packaging. Please see our complete Return Policy for details.
How do I initiate a return?
To start a return, contact our customer service team at [email protected] with your order number and reason for return. We’ll provide you with a Return Authorization Number and further instructions.
How long will it take to process my refund?
Once we receive your returned items, refunds typically process within 7-10 business days. The refund will be issued to your original payment method.
What if I received a damaged product?
If you receive a damaged product, please contact customer service within 7 days of delivery with photos of the damage. We’ll arrange for a replacement or refund.
Account & Technical Help
How do I create an account on your website?
To create an account, click the “Account” or “Sign In” button at the top of our website, then select “Create Account.” Follow the prompts to enter your information and set up your login credentials.
I forgot my password. How can I reset it?
On the login page, click “Forgot Password?” and enter the email address associated with your account. We’ll send you instructions to reset your password.
Can I change my email address or update my account information?
Yes. Once logged in, navigate to your account settings to update your personal information, including your email address, shipping address, and payment methods.
Is my personal information secure?
Absolutely. We use industry-standard encryption and security measures to protect your personal and payment information. We never sell your data to third parties. You can review our Privacy Policy for more information.
Contact Us
How can I reach customer service?
Our customer service team is available Monday-Friday, 9:00 AM to 5:00 PM Eastern Time. You can reach us by:
- Email: [email protected]
- Phone: +1 212-639-9675
- Mail: Aquaphor, 300 W 135th St, New York, NY 10027, USA
Do you offer wholesale or bulk purchasing?
Yes, we offer wholesale options for retailers and bulk purchasing for businesses. Please contact our sales team at [email protected] with “Wholesale Inquiry” in the subject line for more information.
How can I provide feedback about Aquaphor products?
We value your feedback! Please send your comments, suggestions, or testimonials to [email protected]. Your input helps us improve our products and services.
Where can I find information about career opportunities?
For information about career opportunities at Aquaphor, please visit the “Careers” section of our website or email your resume and cover letter to [email protected].
Didn’t find what you were looking for? Contact our customer service team at [email protected] or +1 212-639-9675, and we’ll be happy to assist you.