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Frequently Asked Questions
Our Frequently Asked Questions showcases many commonly asked questions and answers that our visitors and customers might have. Please check below to see if your question has been asked and answered - and if not - please contact us so we can answer any questions you may have.
E-Commerce & Account Support
- How do I login and access my account?
- How do I recover my lost password?
- How do I change my Password?
- How do I update my billing information?
- How do I update my billing address?
- How do I update my credit card information?
- How do I access my past order history?
- Why was my order declined?
- How do I get an estimate of shipping charges?
- How do you protect my information?
Where to Buy
- Where are derma e® products sold?
- How can I purchase derma e® products if I do not reside in the US?
Ingredient and Formula Questions
- Where does derma e® obtain its ingredients?
- Do you test on animals or do your products contain animal-derived ingredients?
- Are there parabens in derma e® products?
- Do derma e® products contain fragrances?
- Do your products contain sunscreen?
- Are your sunscreens “broad-spectrum?”
- Are your products “alcohol free”?
- How can I be sure your products are effective?
- When will I see results?
- Are your products safe?
- Can I use your products if I’m pregnant or nursing?
- What should I do if I am sensitive to most skin care products?
- I bought two jars of the same product. Why do they look different?
- Are your products “all-natural” and organic?
- Is retinyl palmitate the same thing as retinol?
- What preservatives do you use?
- Do your products expire?
- Are you products made in the USA?
- Are there ingredients that are not included on the packaging?
Product Usage Questions
- There are so many facial skincare products. How do I choose the right ones for me?
- What do you recommend for sensitive skin?
- Can I use your products on my infant or child?
- What do you recommend for eczema, and is it safe for my child?
- What if I have an allergic reaction to one of your products?
- How should I test your products to make sure I can use them?
- Do you recommend a moisturizer for blemish-prone skin?
- In what order should I use your skincare products?
- How do I know if I should use a crème, moisturizer, oil, serum or an oil-free product?
- Can I layer a serum or gel under a crème for added benefits?
- What’s the best way to layer leave-on products?
- If the day crème I am using is a non-SPF daily moisturizer, when should I apply sunscreen?
- I have a specific skincare question not listed in your FAQs - is there someone I can contact directly who can answer my question?
Policies & Promotions
- Do you have a satisfaction guarantee on your products?
- Does derma e® provide samples?
- How can I keep up to date on new Products & Promotions?
Wholesale and Retail Support
- I am a retailer. Do you offer any trainings on your products?
- I am interesting in selling derma e®. Where do I get wholesale information?
E-Commerce & Account Support
Q.How do I login and access my account?
Q.How do I recover my lost password?
If you have forgotten your password, you can use the "Forgot My Password" feature on the "My Account" screen.
Click here to Recover Your Password now.
Q.How do I change my Password?
To change your password:
Q.How do I update my billing information?
To update your shipping address:
- Login to your account.
- Select Edit under “Shipping Accounts”.
Q.How do I update my billing address?
To update your billing address or add a new address:
- Login to your account.
- Select "Edit" under "Billing Accounts"
- Make changes and once complete, click save.
Q.How do I update my credit card information?
To update your credit card information:
- Login to your account.
- Select "Edit" under “Billing Accounts”.
- Make changes and when complete, click save.
Q.How do I access my past order history?
To access your past order history:
- Login to access your Account.
- Past Orders are listed under Order History.
Q.Why was my order declined?
In most cases, orders are declined due to a mismatch of address, zip code, or security code. The information you provide must be correct and must match the information your credit card company has on file.
If you have checked your information and it appears correct, please contact us to so we can help troubleshoot the problem. If you'd like, you can also place your order with us over the phone.
Q.How do I get an estimate of shipping charges?
To get an estimate on the shipping charges for your order:
- Add all items you would like to purchase to your cart.
- Click View Cart
- Select the destination Country
- Select the destination Zip Code
- Click Get Shipping Estimate to request a quote for shipping on the items in your cart.
Q.How do you protect my information?
We keep your information safe and secure by using High-grade AES 256-bit encryption. We do this to protect any sensitive information you share with us against evesdropping.
For example, we will initiate and/or maintain an encrypted connection when any of the following occur:
- When Logging In (entering Usernames/Passwords)
- When Ordering (entering Credit Card Information)
- When Updating any sensitive information.
Where to Buy
Q.Where are derma e® products sold?
derma e® products are available for sale on dermae.com, at fine stores where natural skincare products are sold, in Whole Foods Markets and in The Vitamin Shoppe nationwide. derma e® products are also sold in Canada and internationally in over 50 countries. To find a derma e® retailer near you, use our Store Locator. You can also order products directly through derma e® by calling toll-free (800) 933-9344 from the US or (805) 582-2710 from abroad.
Q.How can I purchase derma e® products if I do not reside in the US?
Please visit the International/Canada page on our website to find an online reseller, retailer or distributor for your region.
Ingredient and Formula Questions
Q.Where does derma e® obtain its ingredients?
derma e® is dedicated to providing vitamin-rich, antioxidant-rich, solution-oriented natural skincare using only the finest quality ingredients. We source non-genetically modified (non-GMO) ingredients from all over the world from ethically minded manufacturers. A Certificate of Analysis must accompany all incoming ingredients to prove they are free from radiation, pesticide residues, and microbial contamination. Our lab then conducts further tests before each ingredient is used. Each product is then formulated with effective levels of those preapproved ingredients.
As part of our commitment to maximum quality and therapeutically effective products, we also use proprietary ingredients such as BioAstin® Astaxanthin, Pycnogenol®, Argireline® and Matrixyl®. Extensive research backs these patented ingredients and the brand names ensure consistently powerful and standardized actives.
Q.Do you test on animals or do your products contain animal-derived ingredients?
No, derma e® does not test, and has never tested on animals, and derma e® skincare formulas do not contain animal by-products of any kind. As such, the entire derma e® line of products is vegan and cruelty-free. You will find a cruelty-free symbol on all of our boxes and labels.
Q.Are there parabens in derma e® products?
No, derma e® does not use parabens of any kind to preserve its products. Instead, derma e® has chosen to use alternative preservative systems recognized by the natural health industry (including Whole Foods Market Premium Body Care Standards) as safe and effective.
Q.Do derma e® products contain fragrances?
derma e® offers a variety of products, some of which contain naturally-scented essential oils, some of which contain phthalate-free fragrance blends, and some of which are completely fragrance-free and scent free. You can find a list of all derma e® fragrance-free products here.
Q.Do your products contain sunscreen?
derma e® offers five products that contain SPF UVA/UVB protection: Age-Defying Moisturizer SPF 15, Evenly Radiant® Brightening Day Crème SPF 15, BB Crème SPF 25 in Light or Medium Tint and Vitalizing Moisturizer SPF 15.
Shop for all derma e® facial SPF products here.
Q.Are your sunscreens “broad-spectrum?”
All of derma e®’s sunscreens are broad-spectrum, meaning they defend against both UVA and UVB rays. A key active ingredient that provides this protection is Zinc Oxide.
Q.Are your products “alcohol free”?
Most are, however derma e® does utilize plant alcohols (otherwise known as fatty alcohols) in a few products as either an emulsifier (facilitates the mixing of ingredients within a formula) or an emollient (helps to soften and lubricate the skin).
Q.How can I be sure your products are effective?
derma e® starts with scientific research on all potential ingredients. This research must demonstrate that specific ingredients are effective and beneficial when applied topically to the skin. When a product formula is decided upon, the ingredients are sourced on the world market and only the very best quality ingredients are used. They must be free from radiation, pesticide residues, and microbial contamination. Each product is then carefully formulated with an effective amount of these active ingredients. These are then blended with effective carrier elements that transfer the benefits of key ingredients directly to your skin. Once formulated, all products are tested for safety and stability.
Q.When will I see results?
Because each individual is unique, the time to see results will vary person to person. Typically, results will depend upon the product itself, your skin condition and your skin type. Certain products are designed to deliver results more immediately, such as the derma e® Microdermabrasion Scrub. Other skincare products may take approximately 3-4 weeks to see results, the time it takes for skin to complete one regeneration cycle. Treatment products may take approximately 6-8 weeks for more significant results to surface. Regardless of the product you choose, the best way to maximize the chance of seeing results as soon as possible is with consistent usage as directed.
Q.Are your products safe?
Yes! derma e® formulates every product with ingredients that have been carefully researched and proven safe for topical, external use. Every batch of every product is tested to ensure it is free from microbial contamination. Formulas are also stability tested to ensure they have an effective shelf life.
Q.Can I use your products if I’m pregnant or nursing?
While derma e® stands by the integrity and safety of ALL its products, we recommend you consult with your doctor or medical practitioner before starting any new routine while you are pregnant or nursing.
Q.What should I do if I am sensitive to most skin care products?
If you are using any skincare product for the first time, we suggest you test a small amount on the inside of your arm or underneath the angle of your jaw line to eliminate the possibility of an allergic reaction or individual sensitivity. Allow at least 24 hours to pass. If no reaction has occurred, the product should be safe for you to use. If you find that you do react to most skincare products, you may wish to try some of derma e® ’s nourishing skincare oils. derma e® fragrance-free Soothing products are some of the safest and most effective products to try when your skin is sensitive, easily irritated, reactive or if you suffer from rosacea.
Q.I bought two jars of the same product. Why do they look different?
derma e® uses natural herbs and botanicals that can have slightly different characteristics, such as color or texture, depending upon the source and where those ingredients are grown. As a result, finished products may vary slightly in color from batch to batch. You can be assured that derma e® tests every batch to ensure each meets the quality level established for that product, but derma e® does not add color for the mere sake of visual consistency.
Q.Are your products “all-natural” and organic?
derma e® products are designed to be completely effective, completely vegan and completely delightful. Our formulas are made with a high percentage of natural ingredients carefully selected and sourced from quality, conscientious origins. derma e® will elect to formulate with a synthetic ingredient if the natural alternative proves either to be unstable or animal-derived. Additionally, to maintain product integrity, derma e® formulates with mild stabilizing systems that may be synthetic in nature. derma e® does use certified organic ingredients when possible.
Q.Is retinyl palmitate the same thing as retinol?
In one word, no, but they come from the same family. They are both retinoids, or forms of Vitamin A. The main difference between the two is their strength. Retinyl palmitate is generally tolerated by most skin types without the skin sensitivities that come with using retinol (redness, flaking and peeling).
Q.What preservatives do you use?
derma e®’s #1 priority is the safety and efficacy of our products. We use phenoxyethanol and ethylhexylglycerin because they have passed challenge tests where other preservatives have failed. Additionally, they are acceptable according to The European Commission (EU), which has stringent requirements regarding the safety and toxicity of ingredients, and Whole Foods Market, as outlined in their Quality Standards for their Premium Body Care products.
Additionally, at derma e® we are constantly striving to provide the best quality products that deliver results. We are continually researching new ingredients and stabilizing systems to provide you with formulas that are gentle, safe and effective. In order to do this, a preservative system of some form is essential. We use a very small fraction of 1%, in our formulations. Studies have shown that at a 2.2% concentration, these ingredients were nonirritating and nontoxic.
Q.Do your products expire?
Our products do not expire, however they do have a ‘Best If Used By’ date that is three years from the date the product was made. After a product has been opened, the shelf life is 18 months. The number printed on the bottom of each product is the batch code – the date that the product was made. The first two numbers represent the year, the second 2 numbers represent the month, and the final number represents a batch. For example, batch code ‘121031’ indicates the product was the 31st batch made on October, 2012. We have also started putting on a ‘Best if Used By’ date on all of our products. This is written in Month/Year form, i.e., 05/15 represents May 2015.
Q.Are you products made in the USA?
All derma e® products are manufactured locally from our small-batch facility in Southern California, USA. While we do source many of our ingredients domestically, we also source high quality, active ingredients from eco-conscientious international origins to bring you the most effective formulas.
Q.Are there ingredients that are not included on the packaging?
Unlike some companies, derma e® has full-disclosure labeling, so all ingredients are listed. For over 29 years, derma e® has taken great pride in the quality of our natural ingredients, and in formulating products that are safe for consumers to use. What you read on the label is actually in the product, and just as importantly, what is in the product is always on the label.
Product Usage Questions
Q.There are so many facial skincare products. How do I choose the right ones for me?
derma e® offers a broad range of products to address a wide variety of skin concerns and skin types. To choose the best facial skincare products suited for you, determine what your biggest skin concern is, and consult the Top Skin Concerns section of this website. The products are categorized according to primary skin concerns such as Age Spots, Dark Circles, Sagging Skin and Wrinkles. Additionally, within the Top Skin Concerns section, you can select products based upon your skin type, such as Aging/Mature, Dry/Damaged, Combination, Oily/Blemish-Prone or Sensitive.
Q.What do you recommend for sensitive skin?
derma e® Soothing fragrance-free skincare products are highly recommended for sensitive skin, particularly if you are prone to fragrance allergies, atopic dermatitis or rosacea, or if you have red, easily irritated, reactive skin. Shop for all derma e® products suitable for Sensitive Skin here.
Q.Can I use your products on my infant or child?
While derma e® stands by the integrity and safety of ALL our products, we recommend you consult with your doctor or medical practitioner before you start any treatment on an infant or child.
Q.What do you recommend for eczema, and is it safe for my child?
derma e® offers Psorzema® Crème and Psorzema® Body Wash to help calm symptoms of eczema, psoriasis and dermatitis without the use of steroids, coal tar, pine tar or cortisone. These unique formulas utilize a safe and effective blend of herbal extracts and skin vitamins such as Neem, Burdock, Bearberry, and Vitamins A and E to help soothe and comfort hot, dry, irritated, scaling and flaky skin. It can also be effective to help calm the symptoms of infant cradle cap.
Shop for derma e® Psorzema® products here.
Q.What if I have an allergic reaction to one of your products?
If you have an allergic reaction to a derma e® product, discontinue use immediately and consult your physician. You may return the product to the location where you purchased it or to derma e® for a full refund.
Q.How should I test your products to make sure I can use them?
If you are using any skincare product for the first time, particularly if you have a history of extreme skin sensitivity, we suggest you conduct a self patch test to check for the possibility of an adverse reaction. Simply apply a small amount of product on the inside of your arm or underneath your jaw line. Allow at least 24 hours to pass before checking the area. If no reaction has occurred, the product should be safe for you to use as directed. If a reaction does occur, do not use the product.
Q.Do you recommend a moisturizer for blemish-prone skin?
No matter what type of skin you have, moisturizing is important. The key is to find the correct moisturizer for your skin type. Using the right moisturizer on blemish-prone skin is essential for balancing skin oils and replenishing nutrients for optimal skin health.
Very Clear® Moisturizer contains an Anti-Blemish Complex to promote a clearer, fresher complexion, and it contains naturally therapeutic oils to rebalance and normalize the skin. If an oil-based formula is not preferred, derma e® Refining Vitamin A Oil-Free Gel replenishes lightweight hydration plus antioxidant Vitamins A and E. Soothing Oil-Free Moisturizer is also a good choice for calming and quenching sensitive, reactive skin than can may also be blemish-prone.
Shop for all derma e® products suitable for Oily/Blemish-Prone Skin here.
Q.In what order should I use your skincare products?
To keep skin glowing and feeling its healthy best, follow this simple skincare regimen:
- 1. CLEANSE – every day, twice a day, start with a high quality, sulfate-free facial cleanser targeted toward your main skin concern.
- 2. TONE - sweep on a pH balanced toner after cleansing to close pores.
- 3. TREAT - Give aging skin extra care twice daily with a concentrated facial serum and eye crème. Give blemish-prone skin extra care once or twice daily with a spot treatment.
- 4. MOISTURIZE – apply a lightweight crème with SPF protection for day and one targeted toward your main skin concern at night.
- 5. EXFOLIATE - use a scrub or mask twice a week to stimulate healthy skin renewal for a younger-looking complexion.
Q.How do I know if I should use a crème, moisturizer, oil, serum or an oil-free product?
If you have very dry/mature/damaged skin, layer a serum underneath a crème or moisturizer and finish with a light layer of oil. If you have normal to dry skin, layer a serum underneath a crème or moisturizer. If you have combination to oily skin, choose a serum or oil-free product.
Q.Can I layer a serum or gel under a crème for added benefits?
Yes. If you will be using multiple products at the same time, first apply a serum or gel, then a crème. This will give your skin an extra treatment boost and ensure both products absorb effectively.
Q.What’s the best way to layer leave-on products?
Easy! Go from the thinnest product to the thickest. Start by applying your eye crème of choice, then apply a lightweight serum to your face. Next, apply the best moisturizer for your skin type and main concern, then finish with a facial oil for maximum hydration and nutrition.
Q.If the day crème I am using is a non-SPF daily moisturizer, when should I apply sunscreen?
derma e® day crème formulas all contain an abundance of antioxidants, so these formulas act as a first line of defense against environmental oxidative damage. SPF will ensure you receive broad-spectrum protection against UV damage. As such, we recommend first applying the non-SPF day crème then following with a layer of SPF product over top for more complete protection during the day.
Q.I have a specific skincare question not listed in your FAQs - is there someone I can contact directly who can answer my question?
Yes! Kate Tart is a licensed esthetician and product educator for derma e®. She would be happy to answer any questions you have about skincare in general and derma e® products. You can ask Kate the e-sthetician a question by submitting it to her here.
Q.What are your top/best sellers?
Q.I want to submit a testimonial. Where do I send it?
Policies & Promotions
Q.Do you have a satisfaction guarantee on your products?
Absolutely! Your satisfaction is our priority. That’s why we back every product we sell with a 100% money-back guarantee. If you are not completely satisfied with one of our products for any reason, you may return it to the store you bought it from for a refund or replacement. If your store does not accept returns on opened product, or if you purchased the product directly from dermae.com, simply return it along with the original order confirmation or packing slip to us within 45 days. We will gladly refund the original purchase price of the product. Shipping and handling charges are non refundable.
Q.Does derma e® provide samples?
Yes, look for our sample-sized foil packs at your favorite retailer that carries derma e®. Most will have these samples available, so be sure to ask. To find a derma e® retailer near you, use our Store Locator.
Alternatively, we do offer an Introductory Sampler Collection which includes an assortment of 10 sample-sized foil packs, a $5 off coupon good on your first dermae.com order, and product information. The Introductory Sampler Collection is FREE with the promo code provided on the page, we only charge $4.95 for shipping and handling. To order an Introductory Sampler Collection, click here.
Q.How can I keep up to date on new Products & Promotions?
To keep updated on our latest products, discounts and other news, sign up for our newsletter here.
Wholesale and Retail Support
Q.I am a retailer. Do you offer any trainings on your products?
Product trainings are offered on a weekly basis. Please contact Kate, derma e®’s Corporate Trainer, here.