Contact information
Contact Us — Derma Renewal Lab
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Contact Us
We're here to help. Whether you have a question about your order, need to manage your subscription, or have a product query, reach us using the channels below. We aim to respond to all enquiries within one (1) to two (2) business days, Monday through Friday, excluding US federal holidays.
General Support
Orders, subscriptions, product questions, account help, privacy requests, press, partnerships.
1–2 business days
Returns & Refunds
Return requests, refund queries, damaged or faulty items, delivery issues, cancellations.
1–2 business days
Get a faster response
Always include your order number, the email address used at checkout, and a clear description of your issue. Attach photographs if your query involves a damaged or incorrect item.
1. Business Identity
Brand
Derma Renewal Lab
Website
dermarenewallab.com
Market
United States
Derma Renewal Lab sells exclusively to consumers in the United States. All transactions are in USD. We are an online-only business and do not operate a physical retail location.
2. What Each Channel Handles
| Query Type | Contact | What to Include |
|---|---|---|
| Order status and tracking | support@dermarenewallab.com | Order number, email used at checkout |
| Subscription — cancel, pause, or skip | support@dermarenewallab.com | Order number, subscription reference |
| Return request | returns@dermarenewallab.com | Order number, item(s) to return, reason, photo of sealed hygiene label |
| Refund query | returns@dermarenewallab.com | Order number, refund confirmation reference (if applicable) |
| Damaged, faulty, or wrong item | returns@dermarenewallab.com | Order number, photographs of damage/incorrect item and packaging |
| Lost or delayed parcel | support@dermarenewallab.com | Order number, tracking number, last known tracking status |
| Product and ingredient questions | support@dermarenewallab.com | Product name, your specific question |
| Billing dispute | support@dermarenewallab.com — subject: "Billing Dispute" | Order number, charge amount, charge date |
| Privacy request (CCPA) | support@dermarenewallab.com — subject: "CCPA Privacy Request" | Your full name, account email, right you wish to exercise |
| Pre-dispatch cancellation | returns@dermarenewallab.com — subject: "CANCEL BEFORE DISPATCH — #[order number]" | Order number, charge date |
| Complaint | support@dermarenewallab.com — subject: "Complaint" | Order number, full description, resolution sought |
| Press, wholesale, or partnership | support@dermarenewallab.com — subject: "Press" / "Wholesale" / "Partnership" | Company name, brief description of enquiry |
3. Response Times
| Query Type | Target Response Time |
|---|---|
| General support — orders, subscriptions, delivery | 1–2 business days |
| Returns, refund queries, and damage claims | 1–2 business days |
| CCPA and privacy requests (acknowledgement) | Within 10 business days |
| CCPA and privacy requests (substantive response) | Within 45 calendar days |
| Complaints (acknowledgement) | Within 1 business day |
| Complaints (substantive response) | Within 14 calendar days |
| Press, wholesale, and partnership enquiries | Within 5 business days |
Business days are Monday through Friday, excluding US federal public holidays. During peak periods — including major promotional events, product launches, and high-volume sale days — response times for general support may extend to three (3) business days. We will post a notice on our website during such periods.
If you have not received a reply within the expected window, check your spam or junk folder and resend your email with the word "FOLLOW-UP" added to your subject line.
4. Complaints
We take all complaints seriously and aim to resolve them fairly and promptly. To submit a formal complaint:
- Email support@dermarenewallab.com with the subject line "Complaint"
- Include your order number, a full description of the issue, any supporting evidence (photographs, screenshots, correspondence), and the resolution you are seeking
- We will acknowledge your complaint within one (1) business day and respond substantively within fourteen (14) calendar days
If you are not satisfied with our response, you may escalate to the following:
- Federal Trade Commission (FTC) — reportfraud.ftc.gov — for deceptive or unfair business practices
- Your state Attorney General's consumer protection office — most states have an online complaint portal
- Better Business Bureau (BBB) — bbb.org — for mediated dispute resolution
- Your card issuer or bank — for unresolved payment disputes, after first attempting resolution with us
5. Product and Ingredient Queries
For questions about ingredients, usage instructions, suitability for your skin type, or how to use the PDRN Micro-Infusion System correctly, email support@dermarenewallab.com.
Please note: our support team is not qualified to provide medical advice or dermatological diagnoses. If you have a pre-existing skin condition, allergy, or medical concern, consult a qualified dermatologist or healthcare professional before use. We can tell you what is in our products and how to use them correctly — we cannot advise on how they will interact with medical conditions or prescribed treatments.
6. Important Notes
- We do not offer telephone support. All correspondence is by email, providing a clear written record of all interactions.
- We do not have a physical retail store. All sales are conducted online only.
- We do not offer in-person consultations, walk-in support, or on-site sample distribution.
- Social media direct messages are not monitored as a customer service channel. For any account, order, or subscription matter, email us using the addresses above.
- Returns must not be sent to any address without a Return Authorisation Number (RAN). See our Return and Refund Policy for the correct returns procedure.
- We may request identity verification before discussing account details, order information, or personal data — this is to protect your account security.
