Faq’s

Frequently Asked Questions

Below you will find answers to our most frequently asked questions. Please carefully read through them before sending us an email. Many of your questions may be answered here.

We sincerely appreciate your help and thank you for being our customer!

Payment Methods

How can I pay for my order?

Credit Cards:


American Express, Visa, Mastercard, Discover

PayPal:

Dermagevity is pleased to offer PayPal as a payment option for our customers. PayPal enables you to pay without sharing your financial information with sellers. Pay with your credit card (Visa, Master Card, American Express and Discover), bank account, or PayPal balance without ever sharing your numbers with the merchant.

If you don’t currently have a PayPal account, signing up for one is easy and takes just a few minutes. Once your account is in place, you can send your payments using your bank account or credit card in minutes!

Money Orders: If you would like to pay by money order, please Submit A Ticket. Please include a printed copy of the order:

When will you bill my credit card?

We will not bill your credit card until your order actually ships or is ready to be shipped.

Do you charge sales tax?

We charge absolutely no sales tax to all of our customers!

Is it safe to use my credit card?

Absolutely. We have taken every precaution to make your transactions secure. We use Authorize.net, which is the leading provider of digital trust services that enable businesses and consumers to engage in commerce and communications with confidence. Authorize.net’s digital trust services create a trusted environment that is powered by a global infrastructure that manages more than 6.5 billion communications and transactions a day. Nevertheless, if you prefer, we also offer you the option of submitting your order by telephone at 866-798-1492. All account information submitted to us is safely isolated from unauthorized Internet access.

I see a double charge on my credit card statement. Was I double charged?

Absolutely not. Credit/bank statements will list our company twice. The 1st appearance is simply an authorization, and the second appearance is the physical transaction. Once the physical transaction clears, the “pending authorization” will be released and the deduction will drop off of your account. The physical transaction usually takes 1 – 2 business days to clear.

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Ordering

Can I place my order by phone?

Yes. You can speak to one of our professional customer care agents to guide you through the phone ordering process. Our toll free number is 866-798-1492. We do encourage our customers to place their orders directly through our online store because of the sheer convenience and the maximum level of security that our SSL encrypted site provides them.

Why do the prices of some products change when I add a product, or change the quantity?

There are two reasons why prices change. Firstly, some products on our site sell for different prices depending on the quantity purchased. As you add or remove products from your cart, the prices will be updated to reflect the price for the requested quantity. Secondly, if you try to modify the quantity of products contained within a bundle, the discount applied to the bundle will be removed and the products will be priced at their default price according to the quantity requested.

I’m having trouble placing an order on your website. What should I do?

On a rare occasion, our website may be experiencing difficulties receiving orders. This could be a temporary situation outside of our control, including problems with the customer’s computer. Give it a little time and revisit the site again. Another option is to call the toll free number, 866-798-1492, and a customer service representative will be happy to assist you in placing that order.

I did not receive my order confirmation or my shipping notification.

This is usually due to a couple of factors. There may have been a typo in your email address that you submitted to us. Because our system is automated and we would not recognize the mistake to correct it, you would not receive your proper email notifications for both the order confirmation and shipping notification. Please Submit A Ticket so that we can make the proper adjustments.

If you did receive an order confirmation but not a shipping notification, please wait 24 hours to compensate for any possible email difficulty. We ship all of our orders out the same day if they are received prior to 1:00pm Eastern Standard Time (Monday-Friday). After this designated cutoff time, we will ship the following business day. We will then notify you of your order tracking number via an email confirmation.

When I track my order it says “unable to track shipment” or “invalid tracking numbers”?

While you have received your shipment tracking number, the shipper hasn’t scanned your package yet. Your package has shipped and we have sent you the notification-however, it still takes the shipper a couple of hours after they pick it up from our warehouse to scan every package into their tracking system. Please allow some time before carefully re-entering the shipment tracking number in the appropriate area of our page.

Please Note:USPS does not provide tracking numbers with their shipments but they do provide a shipping confirmation number. You will not be able to track USPS shipments.Top

Do you accept International orders?

We do accept International Orders.

How do I cancel/change my order?

In most cases, orders are received and processed immediately. The transaction takes place within an instantaneous automated system. We ship all of our orders out via most efficient method at 1:00PM Eastern Standard Time (Monday-Friday). If you need to cancel the order please call our Customer Service Department at 866-798-1492

Do you offer an autoship program?

We do not offer any autoship program at this time. If you like the product you purchased, you will need to order it yourself again. You will need to place that order either online or with our customer service department.

Do you offer coupons to returning or new customers?

Yes. You receive a coupon with your order confirmation and if you opt-in to our newsletter you will also receive special coupons and discount coupons in each newsletter. Sometimes we will offer coupons on each product page for those customers that are new to the Dermagevity experience.Please note:Only one coupon is redeemable per purchase.

I am interested in buying a large quantity of a particular item. Do you offer bulk discounts?

We are a direct to consumer business, selling and shipping directly to our clients. We do have an affiliate program and if you would like to purchase at lower wholesale bulk or volume purchasing discounts, Please Submit A Ticket.

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Shipping

How do I estimate Next Day/2nd Day delivery days?

  • Next day is delivered on the next business day after the order has shipped.
  • 2nd Day Air is 2 business days after the order has shipped.
  • Note: Weekends and holidays do not count as shipping/business days.
  • Shipper business days are: Monday, Tuesday, Wednesday, Thursday & Friday
  • If your delivery day falls on a holiday your package should be delivered on the next business day

I did not receive my order confirmation or my shipping notification?

This is usually due to a couple of factors. There may have been a typo in your email address that you submitted to us. Because our system is automated and we would not recognize the mistake to correct it, you would not receive your proper email notifications for both the order confirmation and shipping notification. Please Submit A Ticket so that we can make the proper adjustments.

Is there a cut off time for air orders to ship the same day?

Yes, generally all orders placed after 1:00 PM EST are shipped the following business day.

Can I correct my address?

Any address that is changed by the customer or shipper after the order is shipped will be charged an address correction fee ranging from $5.00-$10.00 depending on what service you choose. Any address that is given incorrectly and has to be changed by either, the customer, Skinlastin.com, or the shipping company will be charged an address correction fee imposed by the shipping company ranging from $5.00-$10.00. (For example, no apartment number is given, an incorrect zip code or incorrect street number is provided on your order form, etc.) If you have placed an order and it has not shipped, you can call our Customer Service Department at 866-798-1492 to change your address.

What about Military Orders: APO/FPO addresses?

All Military orders are shipped by USPS Priority Mail. US mail to the various military addresses takes anywhere from one to eight weeks for delivery as we have been recently seeing delays in military shipments. The US Postal Service has no tracking on military orders. Any damages or claims must be reported to us within 24 hours of receipt of the package. If the package is damaged, take the damaged package to the military postal unit and file a report.

Do you ship internationally?

All international orders are shipped via USPS Priority Mail International. Dermagevity is not responsible for any taxes, tariffs, customs restrictions, or other regulations that apply in countries outside the United States. Please contact you customs officials if you have any questions. Any package returned because of customs, product illegality in a specific country, etc., shipping charges will not be refunded.

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Product Questions

I have a certain medical condition. What do you recommend for it?

Unfortunately, we can’t recommend any product for a medical condition or disease. We suggest that you contact your doctor or health care provider for recommendations. If you are pregnant or sick you should always get the advice of a health care professional. These products are not intended to diagnose, treat, cure or prevent any disease. Individual results will vary from person to person. Self medication is never a good idea – if you have a serious illness or disease, we always recommend that you see a medical professional.

How can I share my experience with your website and/or products?

If you have used our services or purchased a product on our website and would like to tell us about your experience, we would be happy to post that experience with others on our website.

To submit your personal experience, please Submit A Ticket. Please include your first and last name and/or order# in your ticket. If you would like to include your photo as well, please let us know and we will have our customer service department contact you with further directives.

As a token of our appreciation, we will provide you with a coupon for 10% off on your next order when you send us your feedback. Upon receiving your feedback, our customer service department will contact you via e-mail or phone with the coupon code for your discount!

That’s right! – we will give you 10% off your next order for sharing your experience with us.

What if I have an allergic reaction to a product?

There will be a 25% administrative processing fee calculated against the total cost of all opened products being returned including those being returned due to an allergic reaction with any product we sell on our website. All of our product pages list each ingredient contained in each dosage. It is your responsibility to printout the product specifications so that you may present them to your medical doctor for advice, warnings, guidance and dosage amounts dependent on your individual needs. We do not employ anyone on staff qualified to give out medical advice and therefore are not responsible for unexpected reactions brought upon the consumption of any and all products we sell.

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