If you love shopping at Dermstore, chances are you’ve met a few members of our Customer Service Team by phone, email or live chat. (In fact, some of our team members already know some of you by name!) This group of friendly, helpful and hardworking people is part of the reasons beauty enthusiasts gave Dermstore glowing reviews. Not only do they assist you in your orders, they also go above and beyond to make sure you are getting all the information you need about the products you want to buy.
As part of our Customer Appreciation week, we asked a few of them to share what questions they usually get from you, dear customers, as well as the answers to them.
Question: When will my order ship? (And how can I track my order?)
Answer: The best thing about shopping at Dermstore is our free standard shipping offering. However, even though we offer various shipping options available for you—5 to 8 business days for standard, 2 days and overnight, there is a 24 to 48-business hour processing time before all orders are shipped. The processing period allows our warehouse time to prepare your order for shipment. All processing and shipping time frames do not include weekends, and the shipping time frame begins from when the order departs our warehouse.
Your order can be tracked by going to Customer Service at the bottom of our website and then selecting Check My Order Status. You’ll then be prompted to enter your email address, order I.D. and/or zip code.
Question: How can I cancel my Subscription?
Answer: Dermstore Subscriptions is one of the most popular features on our site. It lets you save 15% on the spot on your favorite product—plus, it gets automatically delivered to your home at the schedule you requested. Easy, right? You’ll never have to worry about running out of your favorite products again!
Another good thing about it? You can cancel your subscription at any time! No hidden contracts here. Dermstore subscriptions can easily be cancelled by logging into your Dermstore account and selecting “Manage Auto Refill” in the account settings. Remember: Subscription changes must be made at least one day prior to the next shipment date.
This doesn’t apply to BeautyFIX though. If you would like to cancel your BeautyFIX subscription, please contact Customer Service at 1.800.213.DERM (3376).
Question: Why isn’t the Dermstore promo code applying to my order?
Answer: One of the awesome benefits of signing up to our email list is that you get first dibs on all our exciting sales and giveaways. If you’re already part of our list, you’ve probably noticed that our banners usually contain a disclaimer that says “Some brand exclusions apply.” And the reason for this is simple: While we try our best to come up with the best promotions for our shoppers, some of our brand partners request to not participate in certain types of promotions. And because we are an authorized retailer, we value our relationship with our vendors and respect their requests.
From time to time though, we do get these amazing brands to participate. So sign up for Dermstore emails to make sure you’re the first in line whenever these brands go on sale.
Question: I changed my mind about an order I just made, can I return it?
Answer: At Dermstore, we want you to feel comfortable trying a new skin care regimen, finding the right shade of lipstick for you, or sorting through which hairspray gives you the best hold. This is why we offer a 30-day money back guarantee for all 700 brands we offer. Our motto has always been “no questions asked” and we promise to stick to it in order to help you find the best beauty products for you.
Need more info? Check out the rest of Dermstore’s Return Policy here.
Question: Why does the status of my order say “Address Problem”?
Answer: Usually there is a billing/address problem when the billing address provided for the order does not match the address on your credit card statements. To correct your billing address, please contact Customer Service at 1.800.213.DERM (3376) or start a live chat with us.
The Dermstore Customer Service Team: Meet the friendly (and fun!) crew on the other end of the line.
READERS—Got any memorable experience with our Customer Service Team? Tell us how they have helped you in the comment section below.