Free Shipping & Samples With All Orders.

FAQ – Website Questions

AUTHORIZED SELLER:

When you shop with an authorized seller, such as DermWarehouse, you can be sure you’re getting the real thing. Every product comes directly from the brands and you can rest assured knowing you won’t receive a product that is expired or fake. 

Products purchased from unauthorized dealers may be counterfeit, diluted, or expired. It can be dangerous and a waste of money to purchase products from sellers that are not authorized, so for your safety, we always recommend purchasing from an authorized seller, such as DermWarehouse.

DermWarehouse is an authorized seller of every brand and product that we sell on our site. Our company is owned by a dermatologist who has been practicing for 30 years in Columbus, Ohio. We have very close relationships with all of the brands that we work with. This means that when you shop with us you know that the products you’re getting are authentic, will not be expired, will not be fake, and will come directly from the brand/manufacturer. We stand behind our products and we guarantee quality. We also pride ourselves on our great customer service. If you ever have questions or concerns, please CONTACT US.

ACCOUNT DETAILS:

You can sign up for a DermWarehouse account right on our website!

It means you’re a part of our DermWarehouse family! Aside from that, signing up for an account on DermWarehouse.com means that you can keep track of all your order information in one place. Once you’re logged in, you can see order history, order status, and make changes to your account. You will also need to be signed up for an account in order to sign up for subscriptions or for our DermWarehouse loyalty program.

You can change your password on the site by first logging into your account and then visiting the Edit Account Page on our site.

If you forgot your account password, that’s no problem. It happens! Visit our Lost Password Page, put in your email address, and we’ll send you instructions for resetting your password. 

NOTE: If you’re not getting an email from us with password reset instructions, it means that you’re using the wrong email address or that you don’t have an account with us yet. Feel free to contact us and we can check to see if you have an account or reset your password on our end.

You can edit your billing and shipping address within Your Account. The information that’s in your account will automatically pull into all of your orders when you’re logged in. If you placed an order as a guest and need to change the billing or shipping address associated with your order contact us as soon as possible so we can assist you in making the necessary changes.

SHOPPING & ORDERS:

Did you receive an error message when you tried to place your order? Your billing address needs to match the address on file with your credit card company, otherwise it won’t go through. It’s also possible that your credit card company just wanted you to confirm the charge. Did you receive an email or text from them?

Are you trying to sign up for a subscription or our loyalty program? If so, you need to also create an account and password at the time of checkout. If you skip this step on the checkout page, you will not be able to complete your order.

Please feel free to give us a call at 614-965-6107 and we can try to troubleshoot and/or take your order over the phone for you.

We know there are so many choices when it comes to skin care. At DermWarehouse, we want to make sure you’re getting the best products for your skin type and main concerns – and we’re here to help! You can visit our Top Products page to view product recommended by Dr. Parks in each category. You can also read about Frequently Asked Skin Care Questions

If you have additional questions or want skin care advice, please feel free to contact us so we can help walk you through your options and tell you about some of our favorite products. 

If there’s a specific product you’re interested in trying and we have a sample of it, we’re happy to send you one. That being said, the brands we work with provide us with the samples and we unfortunately don’t have samples of everything. Feel free to contact us and let us know what product you’re interested in. If we have it, we’ll be more than happy to send you one to try!

At DermWarehouse, your credit card is authorized and charged at the time you place your order.

We pride ourselves on our extremely fast shipping at DermWarehouse. If you need to make a change to your order or cancel it altogether, contact us as soon as possible. If your order hasn’t shipped yet, we would be happy to help you make the change. If your order has already shipped and you still need to make a change or cancel it, we will walk you through the return/exchange process.

Gift cards and store credits can both be redeemed in the same way. 

1). On the shopping cart page. Right on top of the pink “Proceed to Checkout” button, you’ll see a place to enter your gift card or store credit number. 

2). On the checkout page. Right on top of the pink “Place Order” button, you’ll see a place to enter your gift card or store credit number.

Prescriptions: At DermWarehouse, we do not sell any prescription products on our website. These products require a doctor’s visit and they cannot be purchased anywhere online. 

Brands We Sell: If you can’t find a product you love from a brand that we sell on our site, the product name may have changed, or the product may have been discontinued. Contact us for more information.

Brands We Don’t Sell: We’re always looking to expand our product offering and love hearing recommendations and suggestions from our customers. We want to carry the brands you love, after all! Check out our Brand Submissions page and send us your suggestions.

Only one discount code can be used per order. Discounts and coupon codes cannot be stacked on top of each other. If you are trying to purchase any products that are already on sale or sign up for a subscription, those would not be eligible for an additional discounts, since they are already marked down.

SHIPPING:

If you need your order right away, we currently offer same day processing. When you select this option, orders placed by 2 PM EDT Mon. – Fri. or 12 PM EDT on Saturday will be processed the same business day. Orders placed after 2 PM EDT Mon. – Fri., 12 PM EDT on Saturday, or on Sunday, will be processed first thing the next business day.

Outside of this option, all shipping on DermWarehouse is free and products should arrive in 5-8 business days (but we’re usually even faster than that!).

As soon as your order ships, you’ll receive tracking information via email. If you were logged into your account when you placed your order, you will also be able to check your order status within your account

If you just received an email notifying you that your package has been delivered, but you’re not seeing it at your home, please be patient! A lot of times USPS will scan packages at their facilities before they are actually delivered. We know this is extremely frustrating and confusing, but they do it to save time while the mail carriers are on the road. Please contact us if you don’t receive the package by the end of the following business day. 

Sometimes we may split up your order and send it in multiple packages for a variety of reasons. As long as the packing slip you received with the first part of your order only mentions the product(s) that you received, the rest of your order will be coming separately. 

We currently only offer shipping within the United States.

RETURNS:

Please view our policy for returns and exchanges. You can also begin the return or exchange process right from this page.

You can go through the entire return process on our site, via our returns portal!

We’re so sorry about that! We stand behind all our products and if there are any issues, we’ll take care of them for you. You can also go through the entire process to replace your broken/damaged items on our site via our returns portal. If you have any additional questions or issues, Please contact us so that we can help you resolve the issue. If the product is broken or damaged, make sure to keep the box, packaging materials and broken/damaged items to send back to us. 

Many of our products feature airless pump systems and we often hear that customers have issues with the product pumping with first use. When using these products for the first time, you will need to prime the pump to get rid of any excess air. To do this, put your finger over the opening where the formula is dispensed and slowly pump 10-15 times. This will expel any excess air and jump start the product. If at any time your pump stops working, repeat the priming process.

LOYALTY PROGRAM:

We so appreciate our customers and want to reward you for shopping with us! The DermWarehose Loyalty Program makes it simple – Earn 5% back on each purchase, plus other special offers, discounts, gifts, prizes and more. Your points are redeemable any time on your favorite brands. It’s free to join, easy to use, and rewards you with points and surprises just for being our loyal customers! 

Read more about the DermWarehouse Loyalty Program and sign up through our Loyalty Page!

We can’t wait to have you as part of our loyalty program! You can join in two different ways: 

1). Once you have an account with us (you can sign up if you don’t have one yet), you can visit our Loyalty page in order to sign up. 

2). If you’re on the checkout page, after you put in your email address it will ask you to sign up there as well. Again, you’ll need to be logged in to your account first. 

DermWarehouse Loyalty Points may not be used towards the purchase of eGift Cards, for shipping upgrades or post-checkout offers. Any purchase made with DW Loyalty Points is final. These will not be refunded for a returned or canceled order.

AUTO REFILL/SUBSCRIPTIONS:

With DermWarehouse subscriptions, you can sign up to receive your favorite products automatically, on a recurring basis. With a refill, you will automatically receive your product every 1, 2, 3, or 6 months (whatever you sign up for!) and your credit card will automatically be charged on the day of your refill. With our subscriptions, you will receive 20% off (most brands) on your initial order and all recurring orders. You can also cancel your subscription at any time.

You can cancel your subscription at any time. First, view your subscriptions. Click to view the subscription you want to cancel, and then click “Cancel.”

You can change the credit card information associated with your subscriptions by adding a new payment method to your account HERE. Click “Add Payment Method” and then add your new credit card. You can then set your new credit card as the “default” credit card on your account. Once you do this, you will see the option to update your subscriptions to the new payment method. Click “Yes!”

GIFT CARDS:

Please give us a call at 614-965-6107 to purchase a gift card!

You can check the balance on your DermWarehouse gift card within your Account Page

All gift card purchases are final. Gift cards cannot be returned or exchanged.

Gift cards can be redeemed in two ways: 

1). On the shopping cart page. Right on top of the pink “Proceed to Checkout” button, you’ll see a place to enter your gift card number. 

2). On the checkout page. Right on top of the pink “Place Order” button, you’ll see a place to enter your gift card number.

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