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FAQ'S See all FAQS

  • An item in my order was damaged in transit! What do I do?
    We’re so sorry to hear an item was damaged! Please contact the Client Care team after receiving a damaged shipment and we will be more than happy to help you.

    You can use the link below to contact the Client Care team:

    What happens if one of my items is on backorder?
    In the event of delays or backorders, 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.

  • When will my order ship?
    Excited to get your order? We know the feeling! 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. 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?
    Most orders ship from New Jersey but we have warehouses on both the East and West Coasts to better service our clients! Our standard shipping method is FedEx Standard Shipping but you will be given a choice of shipping method at checkout- FedEx Standard Shipping, FedEx Ground, FedEx 3 Day Select, 2 Day Air, and FedEx Next Day Air.

    Please note that shipping time is not the same as total delivery time. Additional time is needed to process and package your order before the package ships. Choosing Next Day Air does not guarantee your order will be delivered the day after you place your order.

    For clients in Alaska, Hawaii, Puerto Rico and U.S. territories please note FedEx Ground delivery may take up to 14 business days to deliver.

    Will I get a tracking number?
    For all orders shipped via FedEx, the tracking information will be provided to you via email and will also be available in your online account.

    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.

    Do you ship Internationally?
    Currently we only ship within the United States, but stay tuned for updates on international shipping

  • Can I make changes to or cancel my order?
    Unfortunately, once an order is processed and sent to the warehouse, we are unable to modify orders in the fulfillment process. If you have any concerns, please contact the Client Care team at for additional help.

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

    What is your return policy?
    We hope you love your DDG products, but we understand sometimes products may not be right for you. If you need to return your product(s) for a refund, please return your unopened or gently used items within 30 days. Shipping and handling not included in returns.

    Returns will be accepted on products purchased from 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
    444 Madison Avenue
    Suite 500
    New York, NY 10022

    Please send an email to with the following information so that we may expedite your return.

    • Name
    • Address
    • Phone number
    • Items being returned with the reason for return
    • Web order invoice #
    • Tracking number of the return package

  • We do not offer exchanges, but we will be happy to accept unused products for return within 30 days of purchase. For any additional questions, please contact the Client Care team.
  • 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 subscription cancellations for existing subscriptions can be made up to 72 hours/3 days before the next scheduled shipment date. Please contact the Client Care team at 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 Please allow 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 help or to cancel a subscription, please chat with us live Monday – Friday 8AM-8PM at, email our team at, or you can call 1-888-830-SKIN Monday- Friday, 8AM – 8PM EST.

  • What payment methods do you accept?
    We accept American Express, Visa, Mastercard, Discover, PayPal and Gift Cards purchased from

    Can discounts and promotional codes be combined?
    Discount and promotional codes cannot be stacked or combined with other offers. However, you will still be able to redeem your free samples with every order and redeem rewards through our VIP rewards program!

    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?
    At checkout, enter the discount code and click "Apply".

    Are there exclusions on discounts and promotional codes?
    Site-wide discounts and promotional codes may not be applied to holiday kits, value sets, virtual bundles or devices, unless the discount is specifically marketed to be applied to holiday kits, value sets, virtual bundles or devices.
    All 15% off welcome offers cannot be used on devices, holiday kits, value sets, or virtual bundles.

  • What if my favorite product is out of stock?
    We love that you have a favorite product but are sorry it’s out of stock! Contact the Client Care team at for the most up-to-date information about product replenishment.

    Can I get some samples?
    Yes! We are pleased to offer complimentary 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.

  • What is the VIP Rewards Program?
    VIP Rewards is a free loyalty program that provides our clients 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?
    Upon enrolling in the VIP Rewards program, you will immediately start earning points every time you shop, connect with us on social media or complete activities on your personal rewards page.

    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?
    Should you need to make any changes, please contact Client Care for assistance and we will be glad to help you! for

    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?
    You must be enrolled in the VIP program at the time of purchase to earn points. If you did not receive points due to a technical error, please contact the Client Care team and we will be glad to help you!

    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. Please make sure you are 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?
    You cannot combine %-off rewards discounts with other promotional offers. However, you will still be able to redeem your free samples with every order!

    What if I still have questions?
    Still have questions? We’d love to hear from you!

    Please feel free to contact Client Care and our dedicated team of coordinators will be happy to help you!