General FAQ

SHIPPING, RETURNS & EXCHANGES 

Skin Success Team

Our Skin Success Team is here to help you with any questions you might have regarding our products or routines. We understand how complex skincare can be, so please reach out and we will get back to you within 1 business day.

• Email us at orders@dermtodoor.com
• Call or text us at (703) 215-3087

Our Return Policy

We accept returns for most orders, provided they are in pristine condition. This means they’re unopened, unused and any seals are intact. Queries outside the policy can be raised with customer service. Derm to Door will provide you with a return label after initiating your return, the cost of which will be deducted from your return. Prescriptions are ineligible for returns due to laws in multiple states prohibiting this. You can find our full return policy HERE.

If you are not satisfied with a product(s), you may request a return via email at orders@dermtodoor.com. You will need to provide the order number and email address affiliated with your purchase to initiate your return. 

We accept returns for most orders, provided they are in pristine condition. This means they’re unopened, unused, and any seals are intact. Queries outside the policy can be raised with customer service. Please note that the customer is responsible for the cost of reshipment of any ineligible/denied returns.

Prescription-grade products and prescription orders through Teledermatology are not eligible for return due to pharmaceutical safety laws in multiple states and safe medical practices.

We accept returns for most orders, provided they are in pristine condition. This means they’re unopened, unused and any seals are intact. Queries outside the policy can be raised with customer service.

Ineligible Products for Returns are as follows: 

• Cearna Ocumend Patches
• Devices
• Pillowcases
• Candles
• Giftcards
• Prescription Grade Products
• Prescriptions
• Silagen

If your product is defective in any way, please reach out to our Skin Success Team at orders@dermtodoor.com or text us at (703) 215-3087. Replacement options may vary by brand, but we will work with you to narrow down the best replacement option. 

We will ask that any defective product be mailed back to us before a replacement product is reshipped. 

We may ask for photo images and/or a video of the defective product before issuing a return label. This helps our quality control and ensures best practices.

Once your return is received, your refund will be processed and a credit applied to your original method of payment. We do not offer store credit as a refund method. Please allow 48 hours to process refunds and 5-7 business days for a credit to reflect in your account. Shipping charges will be deducted form your return. 

We offer free USPS Standard shipping if you spend $50 or more. If you spend less than $50, the cost for standard shipping is calculated by weight. While most shipments are delivered within 5 business days, delivery location and courier delays may result in longer delivery times. Delivery locations outside of the continental United States may take up to 2-3 weeks to deliver.

We offer expedited shipping that is calculated by weight. You may select the following shipping methods at checkout:

UPS 2nd Day Air - 2 business days by end of day

UPS Next Day Air Saver - next business day by afternoon

UPS Next Day Air - next business day by end of day

Please allow a 24hr processing time for all orders. Derm to Door is not responsible for delays in deliveries due to external factors, such as weather and/or courier delays.

We no longer ship internationally. We apologize for this inconveience. 

We can only ship to one address per order. If you want to ship products to multiple addresses, you will have to create a separate order. 

We aim to process and ship orders within 1 business day. Based on the shipping method selected at checkout, if the order is placed after the 1pm cut-off time, it will be processed the following business day. Orders placed on the weekends and holidays will be processed the following business day. Once checked out, you will receive an email with shipping and tracking information. 

Derm to Door is not responsible for any shipments that are lost, stolen or damaged products in transit or delivery. This applies to U.S. and international orders. 

Derm to Door is not responsible for delays in deliveries due to external factors and/or shipping information submitted incorrectly. If you submit your address incorrectly, please reach out to our Skin Success Team at orders@dermtodoor.com or text us at (703) 215-3087. We will do our best to update your account before fulfilling your order. Once your shipment leaves our facility, we are no longer responsible for any shipments delivered to the wrong address due to an incorrect submission.

Undeliverable items may be returned to the sender, which can take up to 3 weeks from the attempted delivery. Shipping costs for reshipment of incorrect address submissions are the responsibility of the customer and will not be sent until the initial order is received at our warehouse. 

Yes, of course! We are here to help. Please reach out to us at orders@dermtodoor.com or text us at (703) 215-3087 with your request. If your order was already shipped at the time of your request, we will ask that you send the products back to us. 

If you submit your address incorrectly, please reach out to our Skin Success Team at orders@dermtodoor.com or text us at (703) 215-3087. We will do our best to update your account before fulfilling your order. Once your shipment leaves our facility, we are no longer responsible for any shipments delivered to the wrong address due to an incorrect submission.

Please allow 24 hour processing time for all orders, including orders placed with next day shipping methods. Orders placed after 1pm EST on Friday will begin processing the following business day, including orders with next day shipping methods. If your expedited order exceeds the estimated shipping times, please contact the shipping courier for more information (we ship with UPS or USPS) and include your tracking number, which can be found in our order confirmation email.

Derm to Door is proud to offer the convenience of subscription to our customers for your everyday beauty routines and on-going, beautiful results from the derm-recommended products you purchase from us! 

You’ll never need to drive to the store/retail location, wait in a check out line or run out of your favorite products again! Unlike many beauty brands, we hand-package your shipment (not some machine in a warehouse!), our team encloses a personalized note to you and we hand-select free product samples for every shipment. 

Oh, and did we mention it's an amazing value! You can save $10 or more with every subscription shipment (free shipping, product savings, offers, free product samples and more)?!

Derm to Door subscription terms (for 90 day* supplies)

Approximately 12 weeks* after your initial subscription order is shipped, and then approximately every 12 weeks* thereafter, you will be sent a new 90-day* supply of the product you ordered. Each shipment will be charged to the credit card you provided for your initial subscription order, in three* equal monthly installment payments, plus applicable taxes, unless you cancel.

There is no commitment and no minimum to buy. Please note that exact shipment times may vary. To customize, change or cancel your future shipments, contact our customer service team at orders@dermtodoor.com or go to Dermtodoor.com and use our online Text Us tool  and we'll promptly be in touch with you to help.

*For 60 day subscriptions: 8 weeks after your initial subscription order is shipped and then approximately every 8 weeks thereafter, you will receive a new 60-day supply. Each shipment will be charged to the credit card you provided for your initial subscription order in two equal monthly installments, plus applicable taxes, unless you cancel.

*For 30 day subscriptions, 4 weeks after your initial subscription order is shipped and then approximately every 4 weeks thereafter, you will receive a new 30-day supply. Each shipment will be charged to the credit card you provided for your initial subscription order on a monthly basis, plus applicable taxes, unless you cancel.

Many FSA- and HSA-eligible items are available to buy online. Only items that do not require a prescription from your doctor are included in Derm to Door's online catalog of FSA and HSA eligible products. Please check with your plan administrator to verify that items designated as FSA and HSA eligible at Derm to Door are also eligible for reimbursements. 

For a full list of qualifying health care products eligible for FSA and HSA reimbursement, please visit Publication 969 on the IRS website.

Shop our list of eligible FSA products here.

If you have questions about the eligibility of products, kindly contact your plan administrator.  

Funds allocated to an FSA can be spent on eligible items in the calendar year that the plan covers. While FSA funds are designated to be fully spent in the same year that contributions to the account are made, select plans allow either (1) a carryover of $500 to the next calendar, or (2) a grace period of up to 2 months and 15 days at the beginning of the next calendar year to spend all unused funds in the account. For full details on your plan’s policy for unspent funds, please refer to your FSA plan agreement or contact your plan administrator.

Funds allocated to an HSA account roll over year to year if you do not spend them fully. For full details on your plan’s policy, please refer to your HSA plan agreement or contact your plan administrator.

Please use a credit card, debit card or gift card to pay for your eligible items and then submit the receipt to your plan based on the current policies for reimbursement. Sign into your account to find your receipt to submit for reimbursements.

The content provided is from other public sources and has been reproduced here for the convenience of our guests. This content is meant to be an educational resource only. If you have questions about your FSA, HSA or HRA, please reach out to your insurance companies or other qualified resources.

We do not currently accept FSA or HSA cards. Please use a credit card, debit card or gift card to pay for your eligible items and then submit the receipt to your plan based on the current policies for reimbursement. Sign into your account to find your receipt to submit for reimbursements.

The content provided is from other public sources and has been reproduced here for the convenience of our guests. This content is meant to be an educational resource only. If you have questions about your FSA, HSA or HRA, please reach out to your insurance companies or other qualified resources.

Yes! Our team of dermatologists operate out of all 50 states and the District of Columbia. All of our dermatologists live within the United States and only see patients for which they are licensed. Our list of online dermatologists is ranked by how close the doctor is to you. If you are looking to receive care from the closest dermatologist, select the first dermatologist on the menu. The physicians are licensed to practice in the sate of jurisdiction as regulated by the board of medicine in that state. Licenses can be checked on the Board website or by contacting that board. 

Yes! You may select any dermatologist in our network who is licensed to provide care in your state. If you wish to be seen by the next available dermatologist, simply select “no preference.”

Our dermatologists are trained to diagnose and treat thousands of conditions affecting the skin, hair and nails.

Minors under the age of 18 can be seen with a parent or guardian present.

Yes! Pregnant or nursing mothers or those who are trying to become pregnant are welcome to conduct an online dermatology visit with Derm to Door. 

Like an in-office appointment, your online dermatologist will need some information to get started. Our system will prompt you to answer questions about your current medical history and to submit photos of the affected area. 

Derm to Door adheres to the national patient information security standards found in both HIPAA and HITECH regulations. Your photos, personal and medical information, video chat, or diagnosis are safe and secure and will never be shared. 

Yes! If your dermatologist prescribes prescription medication, it will be included in your treatment plan and delivered to your door.  

"Can I choose my own pharmacy?"Yes.

You can select your own pharmacy by informing the Dermatologist. Our Dermatologists have created custom treatments that will be fulfilled by our partner compounding pharmacy. If you choose your own pharmacy, you will not receive a custom compounded treatment for your condition. "

A board-certified dermatologist will review your case and provide you with a diagnose and customized treatment plan. You may access your treatment plan at any time through our secure portal. Prescriptions are sent to our pharmacy automatically and delivered to your door. 

Your online dermatology visit covers only interactions that take place during your virtual visit. Should your dermatologist determine that an in-office visit is needed to best address your condition, you will be referred to a network of board certified dermatologists in your area. 

No. Each visit and treatment plan is designed to focus on one condition affecting the skin, hair, or nails. 

Through our secure portal, you may submit a message to your dermatologist up to 14 days following your visit. 

The cost of an online visit with Derm to Door is $59 but can also dependent on what subscription plan you choose.  We accept most major credit cards, debit cards, and HSA/FSA cards. The online visit fee does not include prescriptions or follow-up appointments outside the 14 day communication period. Additionally, prescriptions are not covered by your insurance carrier. 

No. You do not need a referral to visit our dermatologist. We operate much like a dermatology walk-in or urgent-care clinic, but online. 

You can access your virtual visit using your smartphone, tablet, or computer. Simply download the Derm to Door app for iOS or Android or use the mobile friendly view on our website.