Client Care FAQ's

Shipping & Delivery

• What is your shipping policy?

  All packages are shipped via FedEx, or USPS. Your billing and shipping address must be within the United States and its Territories. Currently, we are unable to ship to any international locations outside of the United States.
  
  Please make sure to provide accurate address information, including city, state and zip code to prevent any errors or delays in shipping. Once an order is submitted, we are unable to make changes to your shipping address.
  
  Please keep the following in mind:

  • We do not ship to P.O. Boxes
  • We do not ship to APO/FPO Boxes
  • We do not ship to Freight Forwarders
  • We are unable to ship to multiple addresses in one order

   

  Certain items, including aerosols and alcohol-based products are restricted from air-transport due to U.S. Department of Transportation regulations and must be shipped by ground shipping only and will potentially take additional time to arrive. Please reference your post-purchase notifications for estimated delivery.

   

  Please note your order may be split into multiple shipments. Please visit ‘Order History’ under My Account to obtain your tracking information.
  
  Shipping Methods And Costs
  We currently offer complimentary FedEx Home Delivery on orders $75+. We also offer USPS shipping for US territories, FedEx 2-Day and Overnight services at the below rates:
   

  Shipping Methods	Shipping Cost
  FedEx Home Delivery (orders under $75 subtotal)	$6.95
  US Territories and Military Addresses USPS Priority (Up To 21 Business Days)	$10.95
  FedEx 2-Day (2 Business Days)	$14.95
  FedEx Overnight (1 Business Day)	$19.95
  ShopRunner (2 Business Days)	Free for all existing ShopRunner members on orders over $25

   

  
  Some shipping methods may be unavailable during checkout due to restrictions on the items in your bag, your selected shipping address and/or due to shipping limitations during high volume sales.
  
  Retail Delivery Fee
  Certain States have updated their sales tax laws and ordinances to adopt the Retail Delivery Fee Code established by the Department of Revenue. As a remote seller, Shiseido will start collecting a fee on transactions with destination addresses within these states. This will take effect beginning July 1, 2022. Please visit the Tax Foundation website for more information. Please note that should you make a return on your order, this fee is non-refundable.

   

   

• Where's my order?
  Please visit the following link to track the status of your order: https://www.drdennisgross.com/order-status
• I live outside of the domestic 48 states - how long will my order take?

  For clients in Alaska and Hawaii, FedEx Home Delivery is available. Please allow up to 14-21 business days for your order to be delivered. Please note, orders will typically take 1-3 business days to be packaged and processed before departing the warehouse.

  For orders delivering to the US Territories of Guam, US Virgin Islands and Puerto Rico, please note the only available shipping method currently available is USPS ground shipping. For orders delivering to these territories please allow an additional 14-21 business days on top of the standard USPS 7-10 business day delivery window. Please note, there may be significant tracking delays as the orders are in transit with USPS via air or sea in route to the US territories.

• Will I get a tracking number for my order?
  Yes! 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.
• 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 1:00 PM EST will be processed the following business day. Please note that orders are not processed or shipped on Saturdays or Sundays. Once your order has shipped, most orders delivering to the continental 48 states will deliver in 5-7 business days. Please note, inclement weather and natural events may unavoidably delay delivery while the package is in transit with the carrier.

• Why has my order been returned to Dr. Dennis Gross Skincare?
  In the unexpected event that your order is returned to Dr Dennis Gross Skincare, a few errors may have occurred such as incorrect shipping address or damaged label. If your package shows as returned to sender please email Client Care at clientcare@drdennisgross.com and we will be happy to help you.
• My tracking details aren’t working. Can you help?
  Absolutely! The carrier may sometimes take 1-2 business days to register and update your shipment status. We recommend allowing 48 business hours from shipping label creation for your tracking details to update. If your tracking still hasn’t updated or is not working, please email us at clientcare@drdennisgross.com and we’ll be happy to help!
• My package is marked as delivered but I cannot locate it. What do I do?

  If the tracking information for your package shows that your package was delivered, but you can’t find it:

  1. 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.
  2. Check for a notice of attempted delivery.
  3. 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.
  4. 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.

• Do you offer international shipping?
  We are unable to ship to international locations at this time.