Frequently Asked Questions

General Topics

Where can I find your Terms & Conditions?

Find information about our Terms & Conditions here.

What is your Privacy Policy?

Find information about our Privacy Policy here.

I am having trouble accessing the checkout. What can I do?

Sorry about that! Please reach out to our customer service team at support@dermava.com and we can get things sorted out.

Can I recycle my packaging?

Yes! At Dermava, we care about you and the environment. Our shipping boxes were designed with this in mind, causing as little impact to the environment as possible. 100% of the packing materials are recyclable.

Can you help with a product I bought from a third party marketplace?

As an Authorized Dealer we can only guarantee the authenticity of products purchased from dermava.com. We are not able to assist with products that were not placed through dermava.com.

Can I talk to someone if I have a specific question or concern?

Of course! We have a whole team dedicated to helping you. For any questions, email support@dermava.com. We check it constantly, so you will receive a response quickly.

Do you offer prescription skincare products?

No, we are not able to sell prescription-only products.

About Profile Diagnostics

What is the profile diagnostic?

Our profile diagnostic is like a virtual esthetician visit. By answering common questions about your skin and your lifestyle, we can offer personalized product recommendations so that you can follow a skincare routine that works, without the guesswork.

Complete our online diagnostic (this takes 5 minutes).
Our team of licensed estheticians will review your answers and recommend the best treatments.
We'll start to keep you informed on expert advice to keep your skin looking its best.
Have a question? Our team is available at any time to provide all the support we can.

Who reviews my diagnostic?

Our team of licensed estheticians who specialize in skincare treatment concerns will take care of you. Once we have reviewed your diagnostic, we'll give you the details of your personalized treatment. If you have any queries or concerns, our team of specialists are always here to help.

Do I really need to upload a picture?

In order for us to provide the best service and recommend products you need, our licensed estheticians need to view the photos of your affected areas.

What are some tips for submitting an acceptable photo?

When uploading photos for our review, please be sure:

You are not wearing any makeup
There are no filters on the photo
You are in a well-lit room and your skin is clearly visible
Your entire face should fill the screen

Can my profile be updated at any time?

Yes, you can update your profile whenever you need to.

How often can I upload photos?

You can upload photos when you want. However, we suggest uploading new photos roughly every 3 months so that we can get a proper assessment of the progress of your skincare journey.

How do I update my profile?

Log into your account by clicking the blue person icon at the top right of the screen.

Are my personal details safe?

You can rest assured that creating an account and shopping with Dermava is safe. We’re fully compliant with the data protection act, and we care about keeping your details secure. For further information, please visit our Privacy Policy page.

Are my photos confidential?

Absolutely. We will not use your photos for any other reason than to provide you with the best personalized skincare routine. Photos that you submit remain your property and you can remove them at any time.

What if I do not know the answer to a question?

Near the end of the diagnostic, you have the opportunity to add in text anything else that you are concerned about. You can of course always reach out to our team to address specific questions and concerns.

What if I do not have a current regimen?

That’s okay! Knowing this will help us get you started on your skincare journey.

What if I do not know what I am allergic to or what I am allergic to is not listed?

Please let us know in the text field for further concerns or by reaching out to us.

What if my skincare concern is not listed?

Let us know in the text field for further concerns or by reaching out to us.

Can I create an account if I am under 18?

No, you must be at least 18 years old to create an account.

Can I delete my account? How do I do that?

We’re sorry to see you go! You can delete your account with Dermava at any time. Please reach out to our customer service team to process your request.

About Orders & Payments

What payments do you accept?

Currently, we accept credit card payments from major banks as well as google and apple pay.

I'm having trouble with my credit card information.

If you receive an error message during checkout, please double check that the billing address you provided is the same as the billing address associated with your bank account. If that information is correct, try re-entering your CVV or security code and make sure that the card is current and valid. If you’re still having trouble with your card, please contact your financial institution for further assistance.

I haven’t received an order confirmation. Did my order go through?

An order confirmation email is sent as soon as you place your order. If you haven’t received it yet, please check in your spam/junk folders. If you still haven't found an order confirmation email and are unsure whether your order went through, please email us with your inquiry, including your first and last name, and we'd be happy to check for you.

Do I have to pay sales tax?

Dermava is obligated to collect sales tax in most jurisdictions for purchases made on our website. If your purchase should be tax free please contact us BEFORE placing an order so we can collect the correct paperwork and set your account to sales tax exempt.

Can I make changes to my cart?

Yes, click on the Cart icon at the top right of the page and you’ll be able to see the item(s) you have in there. Use the + button to stock-up on your favorite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the trashcan icon.

Can I place an order over the phone?

Our Customer Service team is always on hand to provide support and guidance but ALL orders must be placed through your online account and we're more than happy to help you do so.

Can I place an order to a different address?

Yes, you may enter a new delivery address at checkout. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking ‘Add a new address’.

How do I cancel my order?

We’re sorry to hear you want to cancel. To cancel your order, please email support@dermava.com. You can choose to cancel individual items or the whole order. We’ll send you an email within an hour to let you know if the cancellation worked.
If your order is too far into the fulfillment process, we will not be able to cancel your order. Items that are in stock are processed quickly so please let us know ASAP.

Can I make changes to my order?

You will need to first cancel your order, and then place a new order. We will send you an email to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

What if I ordered the wrong item?

Don’t worry; it happens. You can try to cancel the item in your account. We will send you an email to let you know if the cancellation worked. If you can’t cancel then you can send the item back to us.

The item I received is damaged. What should I do?

We’re very sorry to hear that you received a damaged item. Don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again. As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.

I received the wrong item. What should I do?

We’re very sorry to hear that. We’ll need to know the following information so that we can fix this for you:

Order Number

Incorrect item received

The correct item ordered
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.

There is an item missing from my order. What should I do?

On no! Please reach out to our customer service team. We will cycle count our inventory and if we have an overage will send the item out same day. If we do not have a shortage we will need to investigate further with our fulfillment cameras and fedex to diagnose the issue.

Do you accept promo codes?

Yes! We provide promotional codes on a regular basis.

Can I use multiple promo codes?

No, you can only use one promo code per order.

Why is my promo code not working?

First double check that you are using the correct promo code, being sure you checked for typing errors or spaces. Promotional codes can also be specific to certain products, brands, dates, and purchase requirements. If you are experiencing an error with your promotional code, please refer back to where you received it and check for excluded brands/products, spending requirements, or expiration dates. Please note that many promo codes on third-party sites are often invalid, expired or incorrect. For questions or assistance with a promotional code, please contact customer service.

How do I input a promo code?

At Checkout, after you input your Shipping information, you will see an Order Summary at the bottom. There, you will see “+Add a Promo Code.” Click that, and enter the promo code in the text box that appears. Be sure to click the “Apply Discount” for the promo code to be applied to your order.

Why was my credit card declined?

Oops! First, check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. If your card continues to decline, please reach out to your banking institution for further help.

Do you accept gift cards?

No, we do not accept gift cards at this time.

Can I use my PayPal account to place an order?

No, we currently accept credit cards and google/apple pay.

I accidentally canceled my order. What should I do?

If you’ve canceled your order, but still want to receive your order after all, the best way to do so is by placing a new order at checkout. Of course, you can email us at support@dermava.com if you have any questions.

How do I confirm my order is canceled?

You will receive an email once the order has successfully been canceled. If you haven’t received a cancellation confirmation email, let us know.

About Shipping

How to check that my order has been shipped?

Once your order has been shipped, you will receive a shipping confirmation email that contains tracking information. You can also login to your account at any time to see the current status of your order.

Do you ship internationally?

Dermava only ships to domestic U.S. We do not take international orders.

When will my order arrive?

Most orders are processed and shipped out within one business day after your order is received. As soon as your order is processed and the label has been printed for shipping, you will receive an email with your order number and tracking number (if available). Your tracking information will update within 1-3 business days after your order has been picked up by the carrier.

My package hasn't arrived. What should I do?

If you do not receive your order in a timely manner or tracking shows it is lost you must let us know so that we can do our part to assist you in this matter. The carriers do not contact us to let us know that these orders are lost in transit. During the COVID pandemic shipping carriers are having many issues with delivery timelines. We do our best but once in carriers hands we are in a tough position.

If I paid for expedited shipping and received the wrong product, do I get a refund on my shipping?

If we ship your order out on time and you receive it on time but receive the wrong item we will ship the correct product out expedited and send a return label.

I input the wrong shipping address. What happens now?

A $15.00 fee may apply for the incorrect shipping address. This is what USPS and FedEx will charge us to have it redirected to the correct address. This is a rare occurrence and we will do our best to contact the customer before we ship the package if the address is questionable.

How long can I take to let you know my order is missing or damaged?

You have up to 5 business days after you receive your package to notify us of any damaged product(s) or if there are any products missing from your order.

I am having trouble with tracking. What should I do?

In most cases, the carrier takes 1-3 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can.

About Returns

Can I return a product that I no longer want?

We want all our customers to enjoy their products. If you’re not happy with the products you purchased, you can send them back to us.

Can I return an opened item?

We do not accept returns on opened items. We will work with the manufacturer to replace product that is considered damaged.

What happens once my item is returned?

Once we have received and accepted your returned product, you will be issued a refund to the credit card that was used to place the initial order within 3-5 business days. If you don't see your refund within 10 business days since you received our email, please contact our Customer Service team.

Can I exchange an item for something else?

We currently will refund your order. If you would like to buy something else that is up to you.

I didn’t receive my refund. What should I do?

If you don't see your refund within 10 business days since you received our email, please contact our Customer Service team.

Will I receive a refund for an order with multiple payment types?

Yes, the refunded amount will be returned to the cards that were used to place the order.

Can I get a refund for a backordered item?

If the item’s expected arrival date is unknown or there is a lengthy time between when the order is placed and when the item arrives, you may contact us to exchange the item or cancel the order.

How do I get a return slip?