Shipping policy
Shipping Policy
Plain-Language Summary
- We ship to the contiguous US, Alaska, and Hawaii. We do not currently ship internationally.
- Processing time is 1–3 business days from order placement.
- Standard delivery is 7–14 business days from dispatch.
- Tracking is provided for every order via email once dispatched.
- Lost parcels — contact us after the maximum delivery window. We'll investigate and offer a replacement or refund.
- Damaged parcels — photograph before opening and contact us within 14 days of delivery.
- This summary does not replace the full policy below. In any conflict, the full policy governs.
Contents
- Where We Ship
- Order Processing Time
- Delivery Estimates
- Shipping Costs
- Tracking Your Order
- Delayed, Lost, or Damaged Parcels
- Parcels Marked Delivered but Not Received
- Risk and Title
- Incorrect or Incomplete Shipping Addresses
- Subscription Shipping
- Multiple-Item Orders
- PO Boxes, APO/FPO, and US Territories
- Shipping Restrictions
- Force Majeure
- Contact
1. Where We Ship
We currently ship to addresses within the contiguous United States (lower 48 states), Alaska, and Hawaii. We do not ship to international destinations at this time.
If you are located outside the United States and attempt to place an order, your order may not complete at checkout. If an order is placed and we are unable to fulfil it due to a restricted shipping destination, we will notify you within three (3) business days and issue a full refund.
2. Order Processing Time
After your order is placed and payment is confirmed, it enters our fulfilment queue for picking, packing, and dispatch. Processing time is 1–3 business days.
Business days are Monday through Friday, excluding US federal public holidays. Orders placed after 12:00 PM Eastern Time on a business day, or on weekends or US federal holidays, will begin processing on the next business day.
You will receive a dispatch confirmation email containing your tracking number and carrier link as soon as your order leaves our fulfilment centre. Please allow up to 48 hours after dispatch for tracking information to populate with the first carrier scan.
2.1 Extended Processing During High-Demand Periods
During promotional events, sale periods, product launches, and peak shopping periods (including Black Friday, Cyber Monday, and major holidays), processing times may extend to 5–7 business days. We will display a notice on our website and at checkout during such periods. Subscription orders are not exempt from extended processing during these windows.
2.2 Subscription Order Processing
Subscription renewal orders are queued for processing on or around your scheduled renewal date and shipped within the same 1–3 business day window. Processing delays do not affect the next renewal date — your next charge will still process on the scheduled calendar date regardless of any shipping delay on a prior order.
3. Delivery Estimates
The following timeframes are estimates from the date of dispatch, not the date of order. Add your processing time (1–3 business days) to get an approximate total timeline from order placement to delivery.
| Destination | Estimated Delivery (from dispatch) | Tracking Provided |
|---|---|---|
| Contiguous US (lower 48 states) | 7–14 business days | Yes |
| Alaska and Hawaii | 10–18 business days | Yes |
Delivery times are estimates only and are not guaranteed. Actual delivery may be faster or slower depending on your location, carrier capacity, and circumstances outside our control. See Section 6 for what to do if your order is delayed beyond the maximum estimated window.
3.1 Factors That May Cause Delays
- High carrier volume during peak seasons
- Severe weather or natural disasters along the transit route
- US federal holidays affecting carrier operations
- Customs or import processing at US entry points (for orders shipped from overseas fulfilment partners)
- Incorrect or incomplete delivery address (see Section 9)
- Recipient unavailable for a required-signature delivery
- Carrier service disruptions or strikes
We are not liable for delivery delays caused by any of the above circumstances, and such delays do not entitle you to a refund of the purchase price or shipping cost.
4. Shipping Costs
Shipping costs are calculated at checkout based on your delivery address, the weight and dimensions of your order, and any applicable promotions. The total shipping cost is displayed before you submit your order. There are no hidden shipping fees applied after checkout.
| Order Value | Shipping Cost | Method |
|---|---|---|
| Below free shipping threshold | Calculated at checkout | Standard tracked |
| Above free shipping threshold (where applicable) | $0.00 | Standard tracked |
Any free shipping threshold in effect will be displayed on our website and at checkout. The shipping cost displayed at checkout is the final amount payable to us for delivery. We do not charge handling fees on top of shipping.
4.1 Import and Customs
For orders shipped from our international fulfilment partner to US addresses, Derma Renewal Lab takes responsibility for ensuring goods are properly cleared for import before reaching the US domestic carrier. At the price points of our products, individual shipments are generally below the US de minimis threshold and are not subject to import duties. You will not be asked to pay customs charges separately for domestic delivery.
If for any reason a customs or import charge is assessed on your specific order by US Customs and Border Protection, please contact us at support@dermarenewallab.com — this would represent an error and we will work with you to resolve it.
5. Tracking Your Order
Every order includes tracking. Once your order is dispatched, you will receive a dispatch confirmation email at the address provided at checkout, containing:
- Your tracking number
- A direct link to the carrier's tracking page
- An estimated delivery window based on the dispatch date
5.1 Tracking Update Delays
Please allow 24–48 hours after receiving your dispatch confirmation for your tracking number to show the first carrier scan. During this window, the tracking page may show "label created" or "awaiting first scan" — this is normal and does not indicate a problem with your order.
For orders shipped via international fulfilment partners, tracking may update more slowly during the international transit phase, with gaps of several days between updates while the parcel is in transit between countries or awaiting customs clearance. Once the parcel clears into the US domestic carrier network, updates become more frequent.
5.2 Tracking Not Updating
If your tracking number shows no movement for more than 10 business days after the initial scan, contact us at support@dermarenewallab.com with your order number. We will investigate with the carrier on your behalf.
5.3 Tracking as Definitive Record
We use the carrier's tracking system as the definitive record of dispatch date, transit status, and delivery confirmation. A parcel recorded as "delivered" by the carrier is treated as delivered for the purposes of these Terms, subject to Section 7.
6. Delayed, Lost, or Damaged Parcels
6.1 Delayed Parcels
A parcel is considered delayed when the maximum estimated delivery window from Section 3 has elapsed and the parcel has not been delivered. If your parcel is delayed:
- Check your tracking link for the most recent status update.
- Allow the full maximum delivery window to elapse before contacting us. We cannot investigate delays until the maximum window has passed.
- Email support@dermarenewallab.com with your order number and tracking number.
- We will open an investigation with the carrier and respond within two (2) to three (3) business days with a status update.
Where a carrier investigation confirms your parcel is genuinely lost or significantly delayed beyond our control, we will offer either a replacement shipment at no additional cost or a full refund — your choice.
6.2 Lost Parcels
A parcel is considered lost when all of the following apply:
- The maximum estimated delivery window from Section 3 has fully elapsed
- Tracking has shown no meaningful movement for more than 14 calendar days
- The carrier has formally confirmed that the parcel cannot be located after investigation
To be eligible for a replacement or refund for a lost parcel, you must notify us within 45 calendar days of the dispatch date. Notifications received after this window cannot be processed, as carriers will not accept or investigate claims filed after their own claim deadlines.
We will not declare a parcel lost and issue a replacement or refund until all three conditions above are met and we have the carrier's formal confirmation. This protects against parcels that are in transit but temporarily unscanned.
6.3 Damaged Parcels
If your order arrives with visible damage to the outer packaging or to the product itself:
- Photograph the outer packaging before opening if possible, showing the damage clearly.
- Open the parcel and photograph the product and inner packaging.
- Email returns@dermarenewallab.com within 14 calendar days of the delivery date with: your order number, photographs of the damaged outer packaging, photographs of the damaged product, a photograph of the shipping label, and a description of the damage.
Upon confirmation of transit damage, we will arrange a replacement or full refund for the damaged item at no cost to you. Damage claims submitted more than 14 calendar days after delivery, or submitted without adequate photographic evidence, may not be approved.
Damage that occurs after delivery — resulting from dropping, mishandling, or improper storage — is not covered under this section and is not eligible for a replacement or refund.
7. Parcels Marked Delivered but Not Received
Where carrier tracking shows a parcel as "delivered" to your address but you have not received it, take the following steps before contacting us:
- Check with all household members, neighbours, and building management — carriers sometimes leave parcels with a neighbour or in a communal area without notifying the primary recipient
- Check any safe drop locations at your property (behind a gate, in a porch, or in a mailroom)
- Check your local post office or carrier depot — in some cases, parcels marked "delivered" have been returned to a depot after a failed delivery attempt
- Contact the carrier directly with your tracking number — they can provide GPS-level delivery confirmation and, in some cases, a photograph of the delivery location
If the carrier is able to confirm a misdelivery (delivery to the wrong address), contact us at support@dermarenewallab.com with the carrier's confirmation and we will work with you to resolve it.
Where tracking shows confirmed delivery to the address you provided at checkout, and the carrier cannot confirm a misdelivery, we are not obligated to issue a replacement or refund, as risk passes to you upon delivery (see Section 8). In these circumstances, we recommend filing a claim with your homeowner's or renter's insurance if you believe the parcel was stolen after delivery.
We will however, at our sole discretion, consider goodwill replacements or partial refunds in cases where the circumstances indicate a genuine delivery failure outside your control, particularly for first-time customers or where there is corroborating evidence of non-delivery.
8. Risk and Title
- Risk of loss or damage passes to you at the moment the carrier records the parcel as delivered to the address you provided at checkout. This is true whether the parcel is received by you personally, by another person at your address, by a neighbour, or by a building manager acting on your behalf.
- Title to the goods passes to you upon receipt of cleared payment in full.
- For parcels delivered to a safe drop location at your property, delivery is deemed complete at the time the carrier records it as delivered.
- For parcels that require a signature, delivery is deemed complete at the time the carrier records a signature, whether from you or any other person at the delivery address.
9. Incorrect or Incomplete Shipping Addresses
You are solely responsible for providing a complete, accurate, and deliverable shipping address at checkout. A valid US shipping address must include:
- Full recipient name (first and last)
- Street address including house number, street name, and apartment or unit number if applicable
- City
- State (two-letter abbreviation)
- ZIP code (5-digit, or ZIP+4 where applicable)
9.1 Address Correction Before Dispatch
If you notice an error in your shipping address after placing an order, contact us immediately at support@dermarenewallab.com with the subject line "Address Correction — [your order number]." We will attempt to update the address if your order has not yet been processed for dispatch. We cannot guarantee the ability to make address changes after the order enters fulfilment, and we cannot intercept a parcel once it has been handed to a carrier.
9.2 Undeliverable and Returned Parcels
We are not liable for the following situations arising from an incorrect or incomplete address:
- Delivery to a wrong or invalid address provided by the customer
- Failed delivery due to an incomplete address
- Parcel returned to sender or destroyed by the carrier due to an undeliverable address
- Parcel held at a carrier depot and uncollected by the customer within the depot's deadline
In the event a parcel is returned to our fulfilment centre due to an undeliverable address, we will contact you to offer one of the following options:
- Re-dispatch to a corrected address, subject to payment of the applicable re-shipping cost
- Refund of the product cost only — original shipping costs are non-refundable, and a $15 handling fee will be deducted to cover return processing
If we do not receive a response from you within 14 calendar days of our notification, we reserve the right to dispose of the returned item and issue the applicable refund automatically.
If a parcel is destroyed by the carrier or postal authority rather than returned to us, we are unable to issue a refund for that order.
10. Subscription Shipping
Subscription orders are processed and shipped on the same schedule as one-time orders. Each renewal order is dispatched independently within 1–3 business days of the renewal charge being processed.
10.1 Stock or Supply Delays
If a subscription order is delayed beyond our standard processing window due to a stock shortage or supply issue on our side, we will:
- Notify you by email within two (2) business days of identifying the delay
- Provide an updated estimated dispatch date
- Give you the option to receive a full refund of the affected renewal charge if you do not wish to wait for the delayed shipment
Customers who do not respond to a delay notification within 14 calendar days will be deemed to have accepted the revised dispatch date and the subscription will remain active.
10.2 Shipping Address for Subscription Renewals
Each renewal order ships to the delivery address on file in your account at the time the renewal is processed. If you have moved or need to update your delivery address, update it in your customer account before your next renewal date. We are not liable for renewal orders shipped to an outdated address that was on file at the time of processing.
11. Multiple-Item Orders
Orders containing multiple items — for example, multi-month supply subscriptions — may be fulfilled across multiple parcels dispatched on the same day or across consecutive days. You will receive separate tracking information for each parcel.
Parcels within the same order may not arrive on the same day. Receiving some items from a multi-parcel order does not constitute partial fulfilment or grounds for a refund of the undelivered portion, provided the remaining parcels are still within the estimated delivery window.
If one parcel from a multi-parcel order is lost or significantly delayed while another has been delivered, contact us and we will investigate the missing parcel as a separate case under Section 6.
12. PO Boxes, APO/FPO, and US Territories
12.1 PO Boxes
We can ship to PO Box addresses where supported by our carrier network. If your order cannot be delivered to a PO Box due to carrier restrictions, we will contact you to request an alternative physical address before dispatch.
12.2 APO/FPO Addresses
We aim to support shipping to APO (Army Post Office) and FPO (Fleet Post Office) addresses through the US Postal Service. Delivery to APO/FPO addresses may take longer than standard domestic delivery — add 7–14 additional business days to the estimates in Section 3. Tracking may be limited once the parcel enters the military postal system.
12.3 US Territories
We ship to the following US territories where carrier service is available: Puerto Rico, Guam, the US Virgin Islands, American Samoa, and the Northern Mariana Islands. Delivery times to US territories are typically 14–21 business days from dispatch. Additional shipping costs may apply and will be shown at checkout.
13. Shipping Restrictions
We reserve the right to decline to ship to specific addresses or ZIP codes where:
- Shipment would be in breach of applicable US federal or state law, including export control regulations
- The destination has carrier coverage restrictions that make reliable tracked delivery impossible
- We have documented evidence of systematic fraud, claim abuse, or chargeback patterns associated with that address or geographic area
- Shipping is commercially impractical due to remoteness, restricted access, or the absence of a suitable carrier
If we decline to ship to your address after payment has been taken, we will notify you within three (3) business days and issue a full refund within five (5) to ten (10) business days.
14. Force Majeure
We are not liable for shipping delays or failures resulting from events outside our reasonable control. Force majeure events that may affect shipping include natural disasters, severe weather, public health emergencies, carrier strikes or labour disputes, government-mandated restrictions on movement of goods, and infrastructure failures affecting carrier networks.
In the event of a force majeure-related delay, we will notify you as soon as reasonably practicable, provide an updated delivery estimate where available, and offer a refund if the delay renders delivery permanently impractical. Force majeure delays do not entitle you to a refund for a delivery that is ultimately completed, even if it arrives later than originally estimated.
15. Contact
Shipping Support
Delayed, lost, or damaged parcels: support@dermarenewallab.com
Damaged items (photographic evidence required): returns@dermarenewallab.com
Address corrections (contact immediately after ordering): support@dermarenewallab.com — subject line: "Address Correction — [order number]"
Response time: Within one (1) to two (2) business days, Monday–Friday, excluding US federal holidays
Always include your order number in all correspondence. For damaged parcel claims, attach your photographs directly to the email. Claims without evidence cannot be assessed.
