Client Care FAQ's

Order Status

• Orders Shipping

  Orders are processed within 1-2 business days, Monday through Friday. Overnight and 2-Day orders are processed the same day if the order is received prior to 1:00 PM EST, Monday through Friday, excluding federal holidays and weekends.

  Please note that observed US holidays include New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve. Additional federal holiday closures may also apply.

  All customers can check order status and track order shipment by logging into their My Account on Drdennisgross.com. Customers without an account can check order status and track order shipment by clicking here.

• Canceling or Modifying an Order

  If you want to cancel your recently placed order, please visit the “Order History” tab within My Account. If you don’t have an account, kindly use our Order Tracker to search and locate your order. Please note that the order cancellation option will only be available for eligible orders shortly after being placed. To modify an order, text us at 1-888-830-SKIN, and we will assist you during our hours of operation. We strive to process orders promptly, so cancellations and modifications are time-sensitive and not guaranteed.

• I've received a damaged item, what should I do?

  We’re so sorry to hear an item was damaged! Please take a picture of the original shipping packaging as well as the damaged item(s) and contact the Client Care team and we will be more than happy to fix this for you! You can use the link below to contact the Client Care team: https://www.drdennisgross.com/content-contact-us.html

• I've received an incorrect item, what should I do?

  We’re so sorry to hear you received an incorrect item! Please take a picture of the original shipping packaging as well as the incorrect item(s) and contact the Client Care team and we will be more than happy to fix this for you! You can use the link below to contact the Client Care team: https://www.drdennisgross.com/content-contact-us.html

• Will you refund the shipping charges on my return items?

  If your order did not qualify for free shipping or if you paid for expedited shipping, shipping and handling will not be refunded for that order.

• Can I cancel or change my order?

  Once an order is submitted it is immediately sent electronically to the warehouse and we are unable to modify orders, including but not limited to modifying shipping speed, shipping address, order contents, payment method or cancelling the order entirely. If you have any concerns, please contact the Client Care team at https://www.drdennisgross.com/content-contact-us.html for additional help. Please see our return policy if you would like to return your order.

• Can you help me with a product I bought from a 3rd party marketplace and/ or unauthorized reseller?

  We are only able to guarantee items purchased through drdennisgross.com or through a Dr Dennis Gross Skincare authorized retail partner. We are not able to process refunds, returns, replacements or otherwise assist with products not purchased through drdennisgross.com or confirmed via proof of purchase as having been purchased via a Dr Dennis Gross Skincare authorized retailer.

• My package is marked as delivered but I cannot locate it. What do I do?

  If the tracking information for your package shows that your package was delivered, but you can’t find it:

  • 1. Please wait 48 hours. In rare cases, packages may be marked as delivered up to 48 hours before arrival. Note: Some carriers may deliver until 10PM.
  • 2. Check for a notice of attempted delivery.
  • 3. Ask your family and/or neighbors if they received the package on your behalf; Check with your leasing office, front desk and/or package locker where applicable.
  • 4. Look around the delivery location to see if the package was securely tucked away.

  If the package is still not found, please contact the carrier directly to report the missing package and to ask if they can provide additional details regarding where the package was left. If the package still cannot be located, please contact our Client Care team at clientcare@drdennisgross.com so that we can check the status of your package. Please note, Client Care must be notified of missing or lost packages within 7 calendar days of your order being marked as delivered.

  Note: Dr Dennis Gross Skincare monitors and logs all claims of lost, missing, wrong and/or damaged items. Lost, missing and wrong/ damaged items must be reported within 7 calendar days upon order marked as delivered. Pictures must be submitted for wrong/damaged items. Dr Dennis Gross Skincare reserves the right to limit and/or deny the reshipment and/or refunding of an order/ item in all instances. In the instance a courtesy reshipment is issued, the reshipment order is ineligible for return and/or refund.