Client Care FAQ's

Subscribe to Save

• Why is my next Auto-Replenishment order shipping earlier than expected?
  As part of a system upgrade, some Auto-Replenishment orders scheduled between April 28 and May 6 have been moved to April 27. This ensures there is no disruption to your subscription during our transition to an improved system. Your subscription cycle will continue based on this new shipment date.
• Why can’t I access Auto-Replenishment in My Account right now?

  Auto-Replenishment is temporarily unavailable while we complete a system upgrade.

  During this time:

     • New Auto-Replenishment orders cannot be placed
     • You won’t be able to view, pause, or cancel Auto-Replenishment orders when you log into My Account
  
  

  This is a temporary interruption, and full access will be restored shortly.

• When will Auto-Replenishment be available again?
  Auto-Replenishment will begin reopening on April 30.
• Will my subscription be canceled?
  No. Your Auto-Replenishment subscription remains active and will continue once the upgrade is complete.
• Do I need to take any action?
  No action is required. Once Auto-Replenishment is fully restored, you will be able to manage your subscription as usual. If you have questions during this time, our Customer Care team will be happy to help.
• Why is this change happening?
  We’re upgrading our Auto-Replenishment platform to provide a more reliable and improved experience.
• What is auto-replenishment?
  Auto-replenishment is a service that allows you to set up automatic shipments of select Dr Dennis Gross products at your preferred frequency with free ground shipping and at 15% off.
• What is the advantage to auto-replenishment?
  With auto-replenishment, you’ll never run out of your favorite Dr. Dennis Gross products. You’ll receive free ground shipping and 15% off auto-replenishment orders.
• How will I know about my upcoming auto-replenishment order?
  You will receive an email confirming your upcoming auto-replenishment order. You can update the frequency or cancel an upcoming order from your reminder email.
• Can I edit, cancel, or change the frequency of my upcoming auto-replenishment order?
  Yes. To manage your auto-replenishment order(s) at any time, sign in to your account and go to the Order History tab in My Account. You can cancel or edit the quantity and frequency of your auto-replenishment orders up to 24 hours before your next order is due to ship. Your next scheduled replenishment order date will display in this section as well.
• Who do I contact if I experience issues placing or managing my auto-replenishment order(s)?
  You can manage your account by signing in and going to the Order History tab in My Account or by contacting our customer service team at customerservice@drdennisgross.com
• Is auto-replenishment available on all products?
  No. We offer auto-replenishment only on select products. You can see whether an item is available for auto-replenishment on its product page.
• Will I be charged for shipping on my auto-Replenishment order?
  All auto-replenishment orders include complimentary ground shipping.
• What forms of payment can be used for my auto-replenishment order?
  You can pay with any valid credit card. Please note, PayPal, ApplePay and Afterpay are not acceptable forms of payment on auto-replenishment orders.
• Can I change my method of payment for my auto-replenishment orders?
  You can change your form of payment for an upcoming auto-replenishment order from within My Account. You can add or delete your valid credit card information here as well.
• Can I edit the shipping address for an upcoming auto-replenishment order?
  Replenishment orders are shipped to the default billing and shipping addresses. You can edit this information at any time by logging into My Account.
• I noticed some changes in my account, what’s new with the subscription program?

  We’ve refined the subscription experience to make it more intuitive and effortless to manage. Your delivery schedule and benefits remain unchanged, the update simply enhances how you interact with and manage your subscription.

• Why are my payment method and address saved automatically?

  Subscriptions require a saved payment method and delivery address so future shipments can be processed seamlessly without interruption. For this reason, the card and address you use at checkout will be securely saved to your account and used only for upcoming scheduled deliveries. You can update or manage these details at any time in My Account.

• How Do I Combine Items To Be In The Same Order?

  Subscribe To Save items that have the same order date, shipping address, billing address, and payment method will ship as one order. If you have more than one Subscribe To Save item and want the items to ship in the same order, simply visit the Subscribe To Save tab* in the My Account section and change the next order dates to be the same. If they do not combine, confirm the orders are going to the same shipping address and have the same billing address and payment method.