Frequently Asked Questions

Q: Why should I shop with askderm.com?
A:   

  • Free domestic shipping on all orders $49
  • Safe & secure shopping
  • Free samples with ever order
  • Expert skin care advice
  • Convenient 30-day return policy
Q: Are you an authorized retail distributer of the products you offer?
A: Unlike other retailers, we are an authorized retail distributer of every product we offer. Shop with confidence, shop with askderm.com.

Q: What is your return policy?
A: We offer a 30 day return policy on products purchased from our site. To view our full return policy, please visit Returns.
 
Q: How do I contact customer service?
A: We offer several convenient ways to contact our product specialists and customer service representatives:
Q: How do I create an account?
A: Simply click on the My Account link and follow the instructions "Don't have an account with us yet? Click here to register!".
 
Q: How do I change my account information and email preferences?
A: Simply login to your account by visiting the My Account link and choose:
  • Update personal account
  • Update email subscription settings
  • Update my billing address
  • Update my shipping address
Q: What if I forgot my password?
A: Simply click on the My Account link - Underneath where your login information is you will see the link to click here to have your password re-sent to you.
 
Q: How do I qualify for FREE shipping?
A: askderm offers FREE 2-3 Day Shipping within the USA on all orders! Canadian, International and Expedited shipping methods are offered during checkout and are calculated on a per package basis depending on the weight, size and destination of your shipment.
 
Q: Will tax be calculated for my order?
A: We are required by law to collect sales tax on orders to NY, GA, and SC. Tax will be calculated based on your zip code, and added to your order when your payment is processed.
 
Q: How do I apply a coupon to my order?
A: Coupons can be entered during checkout, by simply entering your coupon code and clicking "apply coupon". Please verify that your coupon has been correctly entered. Your coupon will reflect on your shopping cart page as a line item with your total discount. You may then proceed to one of our convenient checkout methods.
  • There are certain manufacture restrictions on all coupons. Not allowing coupons is a rule enforced by different manufacturers, and as an authorized retailer we have to enforce it. To view all manufacturer restrictions, click here
  • One (1) coupon can be applied per purchase 
Q: What are my payment options?
A: We offer our convenient Standard Checkout method and accept VISA, MasterCard, American Express and Discover. We also offer PayPal Checkout.
 
Q: I am having trouble with my payment information during checkout?
A: If you receive an error message while processing your order via standard checkout, simply hit the back button and verify that your billing address on the credit card matches your account billing address, try re-entering your card number (with no spaces or dashes), your CVC or security code, and be sure that the card is current and valid. If you receive an error message after validating the information you've entered, please contact customer service support@medaltus.zendesk.com or 1-800-393-3848 for further assistance.
 
Q: When will my order be charged?
A: As an added security to our customers, all order are charged as soon as they are placed to ensure that payment information is not stored.
 
Q: How will the charge appear on my credit card statement?
A: The charge will appear as "ONLINE SKINCARE SALES 8003933848 GA US"
 
Q: How do I know if my order went through?
A: Once your order is complete, you will be directed to your order confirmation page and receive your order number. An email is also sent immediately once an order is placed. If you don't receive your email confirmation, please make sure to add cs@onlineskincaresales.com to your approved senders list or double check and make sure your emailed receipt did not filter into your spam. You can always log into your account to view your order status or contact customer service support@medaltus.zendesk.com or 1-800-393-3848.
 
Q: When will I receive my order?
A: We offer different convenient methods of shipment with everyday free domestic shipping on orders over $49. Standard free shipping is offered to shipping addresses within the USA and takes on average 2-7 business days depending on the weight and size of the shipment. UPS 2-Day air and UPS Overnight is offered for a quicker shipment and is calculated on a per package basis depending on the weight, size and delivery address of the shipment. International and Canadian shipments average 7-9 business days.
 
Q: Has my order shipped?
A: All orders are processed within 24 business hours and shipped if all products are in stock. Occasionally items may be backordered from a manufacturer. You will be notified within 24 business hours if there will be a delay in your shipment with an estimated ship date. Upon request, we would are more than happy to separate your domestic shipment and send the backordered item(s) once they are available at no additional cost. If a backordered item has an estimated ship date it will be listed at the time of purchase online.
 
Q: How do I track my order?
A: You will receive an email with tracking information once your order leaves our facility. You can also track your shipment by logging into your account area and checking your order status.