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FAQ

Ordering

How can I track my order?

We will email you once your order has been ship, or if there are updates on the status of your order.

If you have a dermacolsf.com profile, sign in to your account. You'll see which purchases are on the way and get to the shipment tracking updates.

If you don't have an account, find your order number and email , then go to Track Your Order and enter it.

Can I change my order once I've placed it?

No, once you place an order it is final.

What happens when my item is backordered?

Items that aren't available to ship when an order is placed are on backorder and will ship at a later date. We'll provide you with an approximate ship date when you add the item to your bag and when you check out. Backorder ship dates are approximate, and we'll email you if the date changes. Please note that, while your credit card will be authorized on the date you place your order, you will not be charged until the item ships.

How do I know if ordering online is secure?

To help determine if your connection is secure, look at the status bar of your browser window. If you see an unbroken key or a closed lock (depending on your browser), Secure Sockets Layer (SSL) should be active, which helps to protect the transmission of information through the website. You should also verify that the URL for the page you are on includes "https" at the beginning. Most browsers offer additional security alerts as well.

How can I get in touch with your customer service team?

This is your aFor customer service inquiries, visit our Contact Us page or E-mail help@dermacolsf.comnswer.

I emailed your customer service team. When should I expect a response?

We aim to respond to all E-mails within 48 hours.(Most times earlier) Please note that this timeframe may be extended during and immediately after launches. 

Shipping

How do I qualify for free shipping?

Dermacol offers FREE STANDARD SHIPPING on all U.S. merchandise orders $35 and over (excluding taxes). Also, over $75 for international orders.

I placed an order. When will my package arrive ?

Most orders are processed and shipped same day that are placed Monday through Friday before 4:00 PM PST. After that, delivery time within the United States is 1-5 days, and 5-15 business days internationally varying on shipping choosen.  Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. 

Can I ship internationally?

Yes, Dermacol ships internationally at this time.

I am having trouble with my shipping address.

Helpful tip: Go to USPS.com and click on Find Zip Codes. You can enter the first line of your street address, city, and state, and USPS will return the standard zip code and correct entry of your city, state, zip combination.

What do I do if I didn't receive a shipment?

If you're missing items or shipments, contact us within 30 days of ship date

Returns & Exchanges

How long is the return policy?

Our policy lasts 30 days. If 30 days have gone by since your date of delivery, unfortunately we can’t offer you a refund or exchange.

For more information, see our Return & Exchange policy 

Can I return or exchange my purchase if I don't like it?

To be eligible for a return, your item must be unused, and in the same condition that you received it. It must also be in the original packaging.

For more information, see our Return & Exchange policy 

What if my item is damaged or missing?

In the unlikely event that a product arrives not as described, we will only send replacements for damaged/missing product within 10 days of receipt of package. Customer must include photos of the issue including the packing slip or order number. 

Do you provide a return label?

Yes, we do provide a free return label within 30 days from your order only.

About dermacolsf.com

Why doesn't your site work with my browser?

Ordering from our site requires the use of an SSL-compliant browser. We recommend using the latest version of Google ChromeMicrosoft Edge (preceded by Internet Explorer), Apple Safari or Mozilla Firefox. If you're using early versions of the browsers listed, we can't guarantee that all our site features will work correctly. You'll need to turn on cookies in your browser preferences too.

Do I need to turn on cookies in my web browser to shop the site?

Yes. Our websites cookies allow us to:

Recognize you as a returning visitor.
Store and retrieve items in your Shopping Bag and in your Wish List.

Dermacol is committed to continually improving your experience with our website. Cookies are an effective way to identify unique and anonymous visitors, and understand how they navigate our website. An anonymous visitor to our site remains anonymous in all cases. We do not attempt to identify visitors if they do not voluntarily register on our website or place an order. Cookies can't be used to retrieve personal data from your hard drive, install a virus, get your email address or obtain any information about who you are.

We only use the information that we gather from the use of cookies to understand usage patterns, offer personalized features or to isolate problems experienced by visitors to our website. We do not use cookies for any other purpose.

How can I contact Dermacol about a potentially fraudulent website or email?

Recently, there has been an increase in the number of websites and emails that try to lure customers into providing personal information. Often these emails or websites solicit charitable donations under the name of reputable companies or offer Gift Cards in return for information. Dermacol does not solicit charitable donations in this way, sponsor these websites, nor are we affiliated with the site operators. If you are aware of any potentially fraudulent websites or emails, please forward the information to help@dermacolsf.com.

Shade Match Guarantee

Does Dermacol SF offer 'Shade Match Guarantee'?

Yes, Dermacol SF offers a shade match guarantee. We believe that right color is powerful. So if the first shade isn't perfect, we'll provide a refund for the price paid for the item. 

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