Processing Time and Shipping Charges

Once your payment has been confirmed, your order enters our preparation process. Products are arranged for fulfillment, checked as applicable, and prepared for shipment.

Estimated Shipping Times by Destination

Shipping times depend on the destination, available delivery services, customs procedures, and local transportation conditions.

The following estimates represent the expected transportation period after an order has been dispatched.

These time frames are estimates rather than guaranteed arrival dates. Actual delivery may vary due to customs inspections, local carrier operations, weather disruptions, or other transportation circumstances.

Available shipping destinations and the applicable shipping fee will be displayed during checkout. If your location cannot be selected at checkout, delivery to that destination is currently unavailable.

Where Your Order Ships From

Dermvella™ works with fulfillment and logistics partners to prepare and dispatch eligible orders.

Depending on product availability and the delivery destination, your purchase may be shipped from a supplier facility, a partner fulfillment center, or another available distribution location.

Your order may therefore be dispatched internationally. Our business registration address is not necessarily the location from which your order will ship.

If an order contains multiple products, items may be dispatched in separate parcels depending on inventory availability and fulfillment arrangements.

Following Your Shipment

When your order is handed over for shipment, we will send a shipping confirmation email to the address used at checkout.

The email will include your tracking number and available information for following the progress of your delivery.

If tracking remains unavailable or stops updating for an extended period, please contact service@dermvella.com with your order number so our team can review the shipment status.

International Delivery and Customs

International shipments may be subject to import duties, local taxes, customs inspections, or other charges imposed by the destination country.

Where applicable, customs duties and import taxes that are not collected during checkout may be payable by the recipient upon importation.

Any additional charges will depend on the destination country's regulations and the applicable shipping arrangements.

Customs inspections may also affect delivery schedules. If your shipment is delayed during customs clearance, contact our customer support team for assistance with the available shipment information.

Address Changes and Order Cancellations

If you need to update your delivery address, change order details, or request a cancellation, please contact our customer service team as soon as possible.

For the best opportunity to make a change, please submit your request within 12 hours of placing your order.

Email us at service@dermvella.com and include your order number along with the requested modification.

We will review the status of your purchase and confirm whether the requested change can still be made. Changes may not be possible after an order has been dispatched or has reached a stage where fulfillment can no longer be interrupted.

If your order has already been shipped, our team can provide information about the available delivery and return options.

Delayed, Missing, or Damaged Packages

We understand that delivery problems can be frustrating. If your shipment arrives in an unexpected condition or does not reach you within the estimated delivery period, please contact us for assistance.

Delayed Shipments

If your order exceeds the expected delivery period or tracking has not updated for an extended time, email our team with your order number and available tracking details.

We will review the available shipment information and assist with the next appropriate steps, including contacting the delivery provider when necessary.

Packages Lost in Transit

If your shipment appears to be missing, please contact us so we can investigate its status.

When a package is confirmed lost, we will arrange an appropriate solution, which may include a replacement shipment or refund, depending on the circumstances and your applicable consumer rights.

Items Arriving Damaged

If a product arrives damaged, contact our customer service team as soon as reasonably possible after delivery.

Please provide your order number, a brief description of the issue, and photographs of the damaged item or packaging when available.

For a confirmed shipping-related damage issue, we will provide an appropriate replacement, refund, or other suitable resolution at no additional cost to you.

Tracking Shows Delivered, But the Package Is Missing

If the carrier marks your shipment as delivered but you have not received it, please check the delivery location and any available carrier delivery details.

If you still cannot locate your package, contact our support team with your order number. We will review the available information and assist in investigating the delivery issue.

A delivered tracking status does not automatically prevent you from requesting assistance with a missing package.

Questions About Your Delivery?

Our customer support team can assist you with shipping questions, delivery updates, order modifications, and reports of missing or damaged packages.

To help us locate your purchase, please include your order number and the email address used at checkout when contacting us.