Order Issues
Woops, we're sorry about that! If you've received an incorrect item, please contact Client Care at customerservice@drdennisgross.com referencing your order number and the incorrect item(s) and we will help to correct this.
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.
Samples are manually selected and added to your cart at checkout. You can now add up to 2 free samples! Once you're done shopping click the shopping bag icon in the top right and select "View and Edit Cart" (rather than Go to Checkout) and there you will have samples to choose from!
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://drdennisgross.com/pages/contact/for additional help. Please see our return policy if you would like to return your order.
We are only able to guarantee items purchased through drdennisgross.com or through a Dr. Dennis Gross 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 authorized retailer.
If the tracking information for your package shows that your package was delivered, but you can’t find it:
- 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.
- Check for a notice of attempted delivery.
- 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.
- 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 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 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.
