Order Issues
An item in my order was damaged in transit! What do I do?

Contact client care immediately after receiving your shipment. Use this link to contact client care https://drdennisgross.com/contact/

What happens if one of my items is on backorder?

In the event of delays, every effort will be made to contact you by phone or e-mail. If the delay is due to backorder, you will receive notice and be given the choice to remain on backorder, substitute to another item, or cancel your order.

Shipping and Delivery (Within US)
When will my order ship?

All orders are processed upon receipt. Actual shipping time is contingent upon the availability of merchandise and credit verification. Most orders are shipped within 3 business days of receiving your order. Orders placed after 12:00 PM EST will be processed the following business day. However, please note that orders are not processed or shipped on Saturdays or Sundays.

Where will my DG Skincare order ship from and how long will it take for my order to arrive?

All orders ship from NJ to delivery addresses located in the US. You will be given a choice between FedEx Standard Shipping, FedEx Ground, FedEx 3 Day Select, 2 Day Air, and FedEx Next Day Air. Our site automatically computes shipping charges whenever you place an item in your shopping basket, and upon checkout will prompt you to choose the method of FedEx delivery you wish.

Please note that shipping time is not the same as total delivery time. We need time to process and assemble your order before we actually ship it, choosing NEXT DAY AIR does not mean your order will be delivered the day after you place your order online. Also, FedEx Ground delivery time for some locations in Alaska and Hawaii may take up to 14 business days.

Will I get a tracking number?

For all orders shipped via FedEx, the tracking information will be provided to you via email and in your online account when available.

Do I qualify for free shipping?

We offer free shipping on all orders over $75.

Do you ship to APO and PO boxes?

We Do Not Ship To PO Boxes, To APO Addresses, Or To FPO Address.

Returns, Refunds and Cancellations
Can I make changes to or cancel my order?

If you need to adjust the shipping address or cancel your order, contact client care https://drdennisgross.com/contact/ for additional help.

*Please note we are unable to modify or cancel orders sent to the warehouse for fulfillment.

Please see our return policy below If you would like to return your order.

What is your return policy?

If you need to return your product(s) for a refund, please do so within 30 days. Shipping and handling are not included in refunds. Returns will be accepted on products purchased from drdennisgross.com only. Products purchased from any of our partners should be returned to the place of purchase.

Please repackage the merchandise and return via ground UPS or USPS insured to:

Dr. Dennis Gross Skincare™
Attention: Website Returns
12 E 46TH ST
UNIT 302
NEW YORK NY 10017-2418

Please send an email to customerservice@drdennisgross.com with the following information so that we may expedite the process for you.
• Name
• Address
• Phone number
• Items being returned with the reason for return
• Web order invoice #
• Tracking number of the return package

Can I exchange a product?

We accept changes within 30 days on unused products. For any additional questions and exceptions, please contact client care. https://drdennisgross.com/contact/

Auto-Replenishment
What is Auto-Replenishment?

Auto Replenish is the most convenient way for you to get the products you want delivered to you on a regular schedule. Plus, you’ll always receive 10% off on your Auto-Replenish order and free shipping on every Auto Replenish order over $75!

Changes to orders, or cancellations for existing subscriptions can be made up to 72 hours/3 days before the next scheduled shipment date. Please contact Client Care at clientcare@dgskincare.com with any requests.

We will send you an email reminder 5 days before each Auto-Replenishment order. You will also receive email notifications regarding your order and confirmation when an order is placed successfully.

Is there a minimum purchase obligation to sign up for the auto-replenishment?

There is no minimum purchase amount required for auto-replenishment

When will my credit card be charged?

A recurring charge in the amount of the products selected for auto replenishment will be automatically charged to your payment method for each shipment on the schedule you requested when you selected the products

How can I make changes to my Auto-Replenish order?

Once you’ve joined, you can make any of the following changes to your Auto Replenish order(s) by contacting our Client Care team at clientcare@dgskincare.com Please allow up to 24 hours for modifications or cancellations to be processed.

  • Change an order date
  • Skip a delivery
  • Change shipment frequency
  • Send an order now
  • Pause an Order
  • Cancel Auto Replenish item
What payment methods are accepted?

All Auto-Replenishment subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal, cannot be accepted at this time.

Auto Replenishment Terms and Conditions

Auto Replenish items will ship automatically until you cancel. By placing this order, you are authorizing us to charge your card for future orders at the frequency and quantity you selected. The actual cost of each shipment may vary depending on the quantity and frequency chosen. For customer service or to cancel, visit us at www.drdennisgross.com, email our team at clientcare@dgskincare.com, or call 1-888-830-SKIN Monday through Friday, 9 a.m. to 5 p.m. ET

Payments, Promos, And Gift Vouchers
What payment methods do you accept?

We accept American Express, Visa, Mastercard, Discover, PayPal and Gift Cards purchased from www.drdennisgross.com

Can discounts and promotional codes be combined?

Unfortunately, your %-off discount is not combinable with other offers. However, please note you will still be able to redeem your free samples with every order.

How do I use a gift card?

During check out, you can expand the "Apply Gift Card" section. You will enter the gift card code into the box and choose to "see balance" for the card, or immediately "apply" the balance to your order.

How do I apply my Discount Code?

Expand the "Apply Discount Code" section, on the checkout page, below your order total. Enter the discount code and click "Apply "Discount."

Product And Stock
What if my favorite product is out of stock?

Contact client care for the most up-to-date information about product replenishment. To contact client care navigate to https://drdennisgross.com/contact/

Can I get some samples?

We are pleased to offer samples with all website orders.

How long does my skincare last before expiring?

All skincare products are labeled with an expiration date for 12 or 24 months.

Are Dr. Dennis Gross Skincare products cruelty-free and vegan?

Yes, all Dr. Dennis Gross products are cruelty free. PETA appreciates and recognizes Dr. Dennis Gross Skincare's™ commitment to remaining cruelty-free. As proud member's of PETA's Caring Consumer Project, we assure our customers that animal tests are neither conducted nor commissioned for our products, formulations, or ingredients. We proudly are, and always will be, an animal-loving company.

VIP Rewards Program
What is the VIP Rewards Program?

VIP Rewards is a loyalty program that provides our community with rewards and benefits throughout the year. Membership is complimentary and you can earn rewards multiple ways, from stocking up on your favorite products to connecting with us online. You can redeem your earned points online for exclusive rewards: the more points, the more rewards! Please visit the personal rewards page for all the ways you can earn and redeem.

How do I earn points?

Once you sign up to the VIP Rewards, you immediately start earning points every time you shop, connect and complete activities on your personal rewards.

SHOP WITH US: Earn 2 points for every 1 dollar spent, excluding taxes + shipping costs. 50 points for your first-time peel purchase and 100 points for your first-time device purchase.

CONNECT WITH US: Earn points by connecting with us on social media, completing quizzes, writing product reviews, and more!

See your personal rewards page to learn more.

How do I redeem my points for rewards?

Visit your rewards page and select the item you wish to redeem. A pop-up will appear in which you can “add to cart.” Follow the checkout instructions to complete the transaction. The selected reward(s) will ship with your next purchase.

What are my redeemable points?

Your “redeemable points” are the number of points you have available to redeem rewards. This number decreases with each reward you redeem.

Do my earned points ever expire?

“Redeemable points” do not expire unless you use them! To review your current “redeemable points” balance, visit your account page.

Does my tier status expire?

There are three tiers of membership in the VIP Rewards Program: Bronze, Silver, Gold. All members are automatically Bronze upon enrollment. Achieving Silver or Gold status requires a minimum number of points per year, as explained on this page.

Reward status is reviewed Dec 31st @ 11:59pm each year and total points earned during Jan-Dec of that year will determine your opening status for the following year.

Can I change my reward selection if I haven’t placed an order yet? What if I placed an order, but it hasn’t shipped yet?

In either case, you will need to contact Client Care for assistance.

Can I return a reward I redeemed?

Unfortunately, we do not accept returns on a reward.

I’ve made a purchase before joining VIP Rewards. Can I still earn points for my previous transaction?

Unfortunately, we cannot award points for previous purchases. You must be enrolled in the program at the time of purchase to earn points. If you did not receive points due to a technical error, please contact client care.

I have a VIP Rewards account, but I made a purchase through guest checkout. Can I still earn points for my transaction?

Unfortunately, we cannot award points for guest checkout. You must be logged into your VIP rewards account at the time of purchase in order to earn points.

Can I combine my %-off rewards discount with other promotional offers?

Unfortunately, your %-off discount is not combinable with other offers. However, please note you will still be able to redeem your free samples with every order.

Do you have a referral program?

At the moment, we do not have a referral program. However, stay tuned while continuously upgrade our loyalty programs.

What if I still have questions?

You can contact Client Care for further assistance.