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Terms & Conditions

Refunds and Returns

Our products are formulated using the highest-quality organic skincare ingredients available.  If you are not completely satisfied, you may return the product for a refund*.  Refunds will only be issued if we are notified within 14 days of your package delivery date.  For all refunds, please include a copy of your order confirmation (email or confirmation number).  All returns can be sent to:

Attn: Customer Service
400 Returns Rd
Wallingford, CT 06494

*Refunds are for the cost of goods only; we are not responsible for return shipping costs.

Auto-Delivery Policies

Discounts codes and promotions are not applicable to auto-delivery orders. When you select auto-delivery, you are agreeing to an auto-renewing subscription, which is initiated by your initial payment and followed by a recurring subscription fee at the then-current rate.  You accept responsibility for all recurring charges prior to cancellation.

Automatic Delivery Terms: Once you subscribe, Derma9 will automatically process your subscription fee and prepare your order. Derma9 will continue to automatically process your subscription fee based on the defined term (monthly, quarterly, etc.) at the then-current subscription rate without further notice to you or authorization from you, until you cancel your subscription.  Subscription fees are charged 30, 60, or 90 days after your most recent auto-order based on the frequency selected.

How can I update my delivery cycle?  Can I keep my current rate?  Yes, you can keep your purchase rate.  Contact us at for more info.

Cancellation Policy for Subscription Renewals: After two billing cycles, you may cancel your subscription by emailing a cancellation request to us at Cancellations will take effect on your next monthly billing cycle. You will not be eligible for a refund for subscription fees paid prior to the month the cancellation takes effect.

No Returns: We do not accept returns for any auto-orders unless they arrive damaged or defective. If you have concerns, please contact us via email at

Discounts and Promo Codes

Discounts and promo codes must be entered at the time of checkout before completing your transaction. Discounts and promo codes entered after your order has been placed will not be honored. There is a limit of one discount code per order. For difficulties with discount codes, please contact us at BEFORE placing your order.

Damaged or Defective Products

If your order arrives damaged or defective, we will replace it free of charge so long as we are notified within 14 days of your package delivery date.

Shipping Overview

All products are shipped from Wallingford, Connecticut, USA.  We currently ship products to almost any international location. For questions regarding shipping to your location, please contact us at

Domestic  packages typically take 5-7 business days to be delivered (from the day the order was placed).  Orders are usually shipped from our facility the business day following your purchase.

International  packages can take anywhere from 10-25 business days to be delivered (from the day the order was placed), depending on location.  Additional duties and taxes (not included in posted prices) may also apply.  Delivery of your package may also be delayed due to customs processing, or events similar to the first 20 minutes of the movie Cast Away.

For all orders, allow up to 2 business days for your order to be packaged and shipped. Shipments are sent out on business days only, so orders placed on Friday, Saturday, or Sunday will not ship until Monday. We are not responsible for refunding the cost of shipping due to delays.

Shipping Address Changes

At checkout, you will be asked to provide your shipping address.  If you provided an incorrect or incomplete address, please notify us immediately at Failure to notify us of an address change before we ship your order may incur additional shipping costs, for which you will be responsible.  When we receive the package that was delivered in error and any additional shipping costs have been received, your order will be re-shipped.

Lost Packages

If your package ended up in shipping purgatory, i.e. you never received your order; you must notify us within 30 days of the date you placed your order. Since a tracking number accompanies each shipment, you may not be able to report it as lost if the tracking information indicates that it was delivered. We will not issue refunds if your tracking information states that your package was delivered.

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