Have a question?

You've come to the right place.

Send Us An Email

Give Us a Call

844-PAUSEWA

Where do you ship?

At this time, we only ship within the United States, including Hawaii, Alaska and Puerto Rico, as well as post office boxes, APO/FPO addresses and internationally to Canada.

Do you ship to freight forwarders?

Pause does not ship to freight forwarder addresses.  We reserve the right to cancel all orders shipping to a freight forwarder.

What are your shipping costs & delivery times?

Orders received by 1:00 p.m. EST are processed the same day. Orders placed after 1:00 p.m. EST, on Saturday, Sunday, or on holidays will be processed the following business day. Items that are considered restricted items (ie: Hot Flash Cooling Mist) cannot ship via 2-day or Overnight per DOT regulations and must ship via ground transportation only. Should there be a delay for any reason, we will contact you.

Shipping Method

Costs

Total Delivery Time (including processing time)

Standard 3 Day Ground Shipping (Orders $50 and over)

FREE

4 business days

3 Day Ground Shipping (Orders under $50)

$5.95

4 business days

2 Day Shipping

$10.95

3 - 4 business days

1 Day Shipping

$19.95

2 - 3 business days

USPS Priority

$6.95

3- 5 business days

eGift Cards

FREE

Today!


If your order contains a restricted hazardous item (ie: Hot Flash Cooling Mist), it will ship ground (2-8 days total delivery time). 

Pause offers FREE STANDARD 3 DAY SHIPPING on all U.S. merchandise orders $50 and over (excluding taxes). Select items considered hazardous materials are restricted and must be shipped with Ground Service. Orders $50 and over always ship for free—no promotion code needed. For shipments totaling less than $50, there is a delivery charge of $5.95 for Standard 3 Day shipping. Our standard shipping option is Standard 3 Day shipping.

Hawaii, Alaska & Puerto Rico

For shipments to Hawaii, Alaska, and Puerto Rico we offer USPS (Priority), 2 Day and 1 Day shipping services. Orders $50 and over will be shipped free of charge with USPS Priority. We regret that we are unable to ship restricted hazardous items to Hawaii, Alaska, or Puerto Rico.

P.O. Box

If you are shipping to a U.S. P.O. Box, we offer USPS Priority free on orders $50 and over. If your shipment contains restricted hazardous items, you must use USPS Ground (Parcel Post).

International Shipping

At this time, we are only able to ship internationally to Canada.

An order placed on www.Pausewellaging.com from another country will be automatically cancelled. If you have any questions or concerns, please contact customer service at either cs@thepausegroup.com or 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST.

APO/FPO/DPO Military Addresses

All shipments to APO, FPO, and DPO addresses are sent via USPS Priority. Due to military handling time, delivery to some destinations may take up to 21 days.

For additional restrictions to APO, FPO, and DPO addresses (See Restricted Hazardous Items).

Restricted Hazardous Items

Certain items are considered hazmat or hazardous materials, which include aerosols and alcohol-based products (e.g., Hot Flash Cooling Mist) are restricted and required by the U.S. Department of Transportation to be shipped by ground-only transport, due to air transport restrictions and regulations. For these shipments, we recommend 3-day shipping at $5.95 if orders are under $50. For P.O. Box addresses, USPS Priority is the only shipping method available. Regrettably, these items cannot be shipped to Alaska, Hawaii, or Puerto Rico.

Business Days & Holidays

All orders process and ship Monday - Friday, excluding federal holidays. Based on the shipping method selected at checkout, if the order is placed after the cut-off time, it will be processed the following business day.

Packages do not ship from our distribution centers on weekends or the following US holidays:

  • New Year’s Day
  • Memorial Day
  • 4th of July
  • Labor Day
  • Thanksgiving
  • Christmas

Once I place my order, can I change the delivery address?

If you have made an error entering your shipping address or need to make a change, please contact us as soon as possible at cs@thepausegroup.com or via phone at 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST. We will make every effort to ensure the correct delivery of your order. 

Where's my package?

Once an order has shipped, you will receive an email with tracking information in order to easily track your package. If you have not received a shipping confirmation email within a few days of placing your order, please check your “spam” folder.

If you believe your package is missing, we will start a trace with the carrier and take the required follow-up steps. This process takes approximately 2-3 business days. We cannot replace packages until they have been confirmed missing.

What if my package arrives damaged?

If your package was damaged during shipment, save the box and merchandise and notify us immediately at cs@thepausegroup.com or via phone at 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST. We will arrange for the shipping carrier to pick up and inspect the damaged package.  Once the damage has been confirmed by customer service, we will immediately replace the damaged items.

What is your return policy?

We want you to love your Pause purchase, so if you are not totally satisfied, please send an email to cs@thepausegroup.com or call 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST within 30 days of your purchase, and we will provide return instructions and mailing information. We will be happy to remit your account for the full amount of your purchase, minus shipping. If the product is unopened, we will happily exchange it for another Pause product, refunding or charging the difference. Shipping fees are non-refundable. 

All items purchased directly from www.pausewellaging.com may be accepted for a return. If you purchased a Pause product from one of our authorized retailers, please contact them for assistance. 

Can I exchange a product?

If the product is unopened, we will happily exchange it for another Pause product, refunding or charging the difference. Please send an email to cs@thepausegroup.com or call 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST and we will provide exchange instructions and mailing information.


Can I return a gift?

If you would like to return a gift that was shipped directly to you, we can provide a gift credit for the value of your return.  Please send an email to cs@thepausegroup.com or call 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST and we will provide return instructions and mailing information.

How do I start a return?

We are sorry you didn’t absolutely love your Pause purchase. Please contact our customer service team at cs@thepausegroup.com or call 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST in order to start the return process.

Do I have to pay return shipping costs?

We’re sorry, but shipping fees are non-refundable. You will be responsible for paying for your own shipping costs when returning your items. We recommend that if you are shipping an item over $50 that you use a shipping service with reliable tracking or insurance. If a return item is lost in the shipment back, we cannot issue a refund.

When will I receive my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your refund. Once approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days.

I think my refund is late or didn’t get processed, what do I do?

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at cs@thepausegroup.com or call 1-844-pausewa (1-844-728-7392), Mon-Fri 8:30am-5:30pm EST.

Can I return discounted or promotional items?

Only full-priced items may be refunded. Unfortunately, we do not issue refunds on discounted items.

What are your Customer Service hours and how do I reach them?

The Pause customer service team can be reached via email at cs@thepausegroup.com or by phone at 1-844-pausewa (1-844-728-7392) during the business hours of Mon-Fri 8:30am – 5:30pm EST.

Can I place an order by phone?

Of course! Contact our customer service at 1-844-pausewa (1-844-728-7392) during the business hours of Mon-Fri 8:30am – 5:30pm EST for assistance placing your order.

The product I want is out of stock, will it be available again?

We always suggest subscribing to our emails to ensure you are getting first-access to new products, promotions, and news. Our goal is to remain in stock on all items, however, on occasion demand is greater than anticipated. In these rare cases it may take a few weeks to get back in stock. If you placed an order for a product that is no longer in stock, our customer service team will immediately notify you.  Orders for items out of stock will be automatically be cancelled.

Where can I purchase Pause products?

You can only purchase Pause products from www.pausewellaging.com at this time. As additional channels of distribution are added, we will update this list.

Do you have discounts or promo codes that I can use for my order?

If you haven’t signed up for our emails – please do! We will let you know about latest launches, news and offers.

Can I use more than one promo code at a time?

Promotion codes are limited to one code per order, and in some cases, promotions can only be redeemed once per person. Offers cannot be used in conjunction with other promotion codes. All promotion codes are available for a limited time and cannot be used once expired. Promotions are not redeemable for cash. Pause reserves the right to change or rescind offers and promotion codes at any time. Please note that misuse of promotions and codes may result in order cancellation.

If you are having an issue with a promo code, please be sure your order meets all qualifications for the promo code or that the code is still valid. If you are still having issues, please contact customer service at cs@thepausegroup.com.

What forms of payment do you accept?

We currently accept Visa, Mastercard, Discover, American Express, Paypal, ApplePay, Visa- and American Express-branded pre-paid gift cards, and of course Pause gift cards.

When does my credit card get charged for my order?

Pause authorizes your credit card at the time the order is placed. Once your order ships, your credit card is charged.

When do you charge Sales Tax?

Sales tax is collected for any shipments to New Jersey and New York addresses. Application of sales tax may be subject to change based on legal requirements. 

Can I Cancel or Modify my order once it’s been placed?

Because your order is processed as soon as possible, we are unable to cancel or make changes to your order once it has been received. If you have any questions or concerns about your order, please contact Customer Service at cs@thepausegroup.com or 1-844-pausewa (1-844-728-7392) during the business hours of Mon - Fri 8:30 am – 5:30 pm EST.

How can I review my order history?

Please log-in to your Pause account to view your order history.

What are the benefits of having an account?

By creating an account on www.pausewellaging.com you will be able to keep record of all your purchases, billing, and order tracking information.  You can also store multiple shipping addresses to expedite the check-out process. If you choose to receive emails (which we highly suggest!), you will also be the first to know about new products, promotions and all things Pause!

How do I create an account?

Click on the “Log In” icon link in the upper right-hand corner of any page and then select “Create Account” to register.  Or, create an account during your initial check-out.

I’m having trouble logging into my account, how do I recover my password?

Click on the “Log In” icon link in the upper right-hand corner of any page and then select “Forgot Password” for instructions on how to recover your account.  Or, please contact cs@thepausegroup.com for additional assistance.

How do I subscribe or cancel my Pause email subscription?

You can easily subscribe to our emails by entering your email address in “Newsletter Sign Up” located at the bottom right-hand corner of any page. Want to cancel your email subscription? We hate to see you go! But, if you must, you can easily unsubscribe by clicking on our UNSUBSCRIBE form.

Does anyone else see the information that I provide to Pause?

We respect your privacy. The information you provide will not be given to any third party. Please refer to our Privacy Policy.

Do your products have expiration dates?

Because our products are cosmetic products, they do not have expiration dates.

All Pause products have a shelf life of 2 years (1 year after opening).

All skin care products have a PAO, or period-after-opening date that is printed on the packaging.  This information is a guideline to get the most out of your products and use them at their peak efficacy.  If you turn your Pause bottles around, you will see a little open can with a number inside.  This refers to the number of months in which we recommend using the product after it’s been opened.

Is your packaging recyclable?

Our first priority is always the safety and effectiveness of the formula. Unfortunately, at this time, in order to protect our formulations, the pumps available are not recyclable. However, when the option becomes available, we will be the first in line!

Are your products safe for all ages?

Yes, but because our cooling mist has a high level of alcohol and may cause irritation in the event of contact with the eyes, we recommend caution around children.  

Do you test your products on animals?

No, we never test our products on animals.  We are very proud of our leaping bunny certification and for being a cruelty free brand.  Additionally, until China changes their requirements for animal testing in order to receive a China Health Permit, we will never distribute Pause products in China.

Are your products all-natural/organic?

While Pause aims for its products to be as natural as possible, it is far more important that the ingredients in them be efficacious and safe for your body and skin. Plenty of natural ingredients are irritating, so we consistently formulate our products with soothing, low-hazard ingredients — regardless of their natural or synthetic status.

Why do you use synthetics in your products?

Over time, we have found that a small number of low-hazard synthetic ingredients are essential to maintain the efficiency, color, and stability of a high-performance line. We strive to be as safe as possible while providing the most efficacious skin care available.

Are Pause products vegan and gluten-Free?

Yes! Even the pouch for our Fascia Stimulating Tool is vegan.

Are your products non-comedogenic? Hypoallergenic?

Yes.  We do very rigorous clinical testing to ensure that our products are hypoallergenic, non-irritating, non-comedogenic and dermatologist tested.  

Does Pause use parabens?

No. We do not use parabens.

What is the Pause Proprietary Complex?

A carefully researched blend of vitamins, antioxidants and peptides, that helps support collagen production, elasticity, skin tone and texture. Key Ingredients include: Niacinamide (vitamin B3), 3-o-ethyl ascorbic acid (stable Vitamin C), Dimethylaminoethanol (DMAE) natural (Bitartrate), Ribose, Poria Cocos Polysaccharide (mushroom derived extract), Palmitoyl Tripeptide -1 (peptide), Palmitoyl Tetrapeptide-7 (peptide).  Please visit our Pause Complex page to learn about the benefits of each ingredient.


What is The Pause Clean Standard?

All Pause skincare formulations are made in the USA and free from Parabens, Phthalates, Sulfates, Petrolatums, GMO’s, Triclosan, EDTA’s, BHT, BHA, Propylene Glycol, Formaldehyde, mineral oils, animal by-products and animal testing. Our products are Vegan, Gluten-free and Cruelty-free (Leaping Bunny Certified).

Is it safe to use your products while I'm pregnant / nursing?

While there are no known contraindications, we always recommend confirming with your personal doctor, which is why we list the full ingredient list on every product page.

Why is there such a large warning sticker on the cooling mist?

The Pause Hot Flash Cooling Mist is a very unique product with a high level of active ingredients.  These ingredients are not harmful in any way but may cause stinging to the eyes.  These active ingredients enable us to achieve a significant cooling effect.  We opted to keep a high level of efficacy in exchange for potentially some discomfort to the eyes.  For the best user experience, we recommend that you shield your eyes before use. Really, the optimal cooling is achieved when the mist is applied to the back of the neck and the wrist pulse points first followed by the face, neck and chest area.

Is it normal to feel tingling when using the cooling mist?

Yes, most definitely. The product was formulated to create a strong cooling and tingling sensation when applied.  We use high concentrations of key ingredients in our products to ensure effectiveness, so a little tingling is not a bad thing!  You are most likely to feel the tingling around your nose, mouth and eye area. Remember though, you really want to keep this away from your eyes as tingling by the eyes can turn to stinging and discomfort. The product is completely safe, but we already have enough discomfort from hot flashes…we don’t need any more if we can help it.

What is a Class I medical device?

The FDA classifies medical devices based on the level of risk. Class I medical devices are those devices that present minimum potential for harm to the patient and/or user. They are considered to be at the lowest level of risk of all medical devices.

What regulations do class I medical device need to comply with?

A Class I medical devices is subject to general controls which require, in part, that companies: (1) register their establishment and list the medical devices they market with the FDA; (2) manufacture their devices in accordance with Good Manufacturing Practices; and (3) label their devices in accordance with labeling regulation.  

What does it mean to be FDA registered?

The registration process involves an annual registration in which organizations are required to list all medical devices being manufactured, prepared, propagated, compounded, or processed for commercial distribution in the U.S.  The registered companies are also subject to FDA audits to ensure compliance with the FDA regulations for Medical Devices, 21 CFR 820.

Still have questions?

If you are having site issues, or have additional questions, please email cs@thepausegroup.com or call our customer service team Mon-Fri from 8:30am -5:30pm EST at 1-844-pausewa (1-844-728-7392).

Interested in wholesale distribution?

Please send your information to info@thepausegroup.com.

Inquiring about donations?

Please contact cs@thepausegroup.com.

Are you hiring?

We’re always looking for talented and passionate people. Email us at info@thepausegroup.com

Are you a social media influencer and want to collaborate with us?

Please contact cate@basebeauty.com and include your information, how you would like to collaborate, etc.