Frequently Asked Questions
We have tried to anticipate all of the questions that you might have. Click on any of these Frequently Asked Questions and the answers will appear in the box below. If you do not find the information that you are looking for, please call one of our product specialists at 866-642-3754, or e-mail your question to firstname.lastname@example.org. Thanks!
- How and in what order do I use your products?
- What are the product videos?
- Are your products tested on animals?
- Do your products contain any fragrances?
- Do your products contain any parabens?
- Are Dr. Denese's products FDA approved?
- What is the shelf life of the products?
- How does Dr. Denese conduct product safety testing?
- Are your products ophthalmologist or dermatologist tested for safety?
- Do your products contain preservatives?
- How can I test for an allergic reaction?
- Do you have a specific product you suggest for sensitive skin?
- Can your products be used on all skin color and type?
- Do Dr. Denese's products contain alcohol?
- Why have my products discolored?
- What are some of the most damaging skin care fallacies out there?
- What is your opinion about using SPF protection?
- How are your products different from other skin care lines?
- What are the percentages of active ingredients in the products?
- Where can I buy your products?
- What is an acceptable form of payment?
- How do I know that my purchase was accepted?
- When does the order usually leave your warehouse after I complete my transaction?
- What is Dr. Denese's EZ Pay payment plan?
- Can I return the product for a full refund?
- How do I return a product?
- Can I return Dr. Denese products that I have purchased on QVC or another retail location?
- How will I receive my refund?
- When will I receive my refund?
- Will you refund shipping costs?
- Do I have to ship products back via UPS?
- Do you ship to PO Boxes or military addresses?
- What is Auto-Ship?
Q: How and in what order do I use your products?
A: Each product falls into step 1-6 of Dr. Denese's Six-Step Program. The products are to be used in that order. You can learn more about the Six-Step Program here. Please note that you can also find usage instructions listed on the page for the specific product you are looking for as well as on the packaging itself. ;In addition, you can always call our Product Specialists at 1-866-642-3754.
Q: What are the product videos?
A: Some products have a corresponding video of Dr. Denese explaining the product, its benefits and how/when to use it. You may see the video, if available, directly on the specific product page.
Q: Are your products tested on animals?
A: We at SkinScience Labs, Inc. do not believe in animal testing. None of our vendors, suppliers or raw material producers perform any type of animal testing.
Q: Do your products contain any fragrances?
A: Most of our products are fragrance free; however there are some that carry a very small amount of delicate scent.
Q: Do your products contain any parabens?
A: Some of our products do contain paraben preservatives. We use it at the lowest effective levels under the guidelines of the international cosmetic and regulatory standards; however please note that parabens have been phased out of almost all of our products. You can see the specific ingredient list on each individual product page or the packaging itself for more information.
Q: Are Dr. Denese's products FDA approved?
A: All of Dr. Denese products are manufactured under FDA-mandated procedures. Some products containing SPF or Hydroquinone are classified OTC (over the counter) pharmaceuticals and therefore contain FDA-approved ingredients and undergo even more rigorous testing and manufacturing procedures scrutiny.
Q: What is the shelf life of the products?
A: Approximately 2 years. It is recommended that once you have opened and have begun to use a product that yu use it within 24 months. For any products containing SPF or hydroquinone please see the packaging for an exact expiration date.
Q: How does Dr. Denese conduct product safety testing?
A: We pride ourselves on quality of our product and perform product safety testing by third-party, Independent, Certified Testing Laboratories to ensure that all results are objective.
Q: Are your products ophthalmologist or dermatologist tested for safety?
Q: Do your products contain preservatives?
A: Yes, this prevents the growth of bacteria.
Q: How can I test for an allergic reaction?
A: Apply a small patch of product, behind the ear. Wait 24 hours to ensure that there is no reaction.
Q: Do you have a specific product you suggest for sensitive skin?
A: The HydroShield Ultra Moisturizing Face Serum is the most soothing of all items; however please keep in mind that Dr. Denese continues to keep those with sensitive skin in mind when formulating her products.
Q: Can your products be used on all skin color and type?
Q: Do Dr. Denese's products contain alcohol?
A: Many of you have probably thought ‘I can’t use that product, it contains alcohol and will dry, irritate my skin.’ This is not true and is a very common misconception. The most commonly used type of alcohol in skincare are fatty alcohols, such as cetyl alcohol, cetearyl alcohol, stearyl or behenyl alcohol. These alcohols are typically derived from coconut or palm and are solids at room temperature, therefore must be melted for use in cosmetic formulations. These alcohols do not dry out the skin and are used to thicken a formulation, emulsify oils into water and to condition the skin. The opposite of what many people think. The amount of alcohol used is so minimal that it will have NO IMPACT on your skin.
Q: Why have my products discolored?
A: Dicoloration of a product may occur if the product is subject to high temperature, moisture or prolonged exposure to air. Some products do contain natural ingredients that have a tendency to change color over time but this does not lower effectiveness or safety during the shelf life of the product.
Q: What are some of the most damaging skin care fallacies out there?
A: One of the most damaging skin care fallacies pertains to exfoliation. Most people under exfoliate because the skin care fallacy says that exfoliation will dry and thin out the skin. This could not be further from the truth. The skin is a dynamic organ, the more you wear it down the more it grows. You can take a dull, lifeless, ashen looking skin and turn it into radiant skin by exfoliation. If you take off old, dry skin cells on a daily basis, you open up the skin so moisture can permeate your skin better. So if your skin is dry, you have to start with something a bit counterintuitive: you have to exfoliate first.
Q: What is your opinion about using SPF protection?
A: The sun is the single worst enemy of your skin. Nearly everything that you do not like about your skin: enlarged pores, lines, loss of elasticity, age spots, red capillaries have ultimately something to do with the Sun. It is very important to find a day cream and sun screen built together in one. Because if you have a day cream and then a separate sun screen on top, the SPF effect of the day cream is diluted. So you may think that you have an SPF15 on, but you may have less than half that.
Q: How are your products different from other skin care lines?
A: While other brands focus on one or two key ingredients, we think it is best to use as many scientifically proven ingredients as can fit in the formulation because they can all contribute to the skin in different ways. The key is to use the RIGHT ingredients in the RIGHT percentages, because with skin care everything is in the percentages. Our most important goal is to give you an exceptionally high percentage of the key ingredients. Our products are one of the most expensively made products in the industry as far as the ingredients are concerned. Not packaging and not marketing.
Q: What are the percentages of active ingredients in your products?
A: We would love to answer your question. However, this is proprietary information and we cannot possibly answer it as all of our competitors would love to know. The best thing is to try our products yourself because you will be the best judge. You can always return it with no questions asked.
Q: Where can I buy your products?
A: You can purchase our products at our website at www.drdenese.com, or by calling the Product Specialist Line 1-866-642-3754, where our friendly experts will advise you on the best possible products for your specific skin type. You may also email us at email@example.com with any questions.
Q: What is an acceptable form of payment?
A: We accept all major credit cards and debit cards.
Q: How do I know that my purchase was accepted?
A: Upon completion of the transaction you will receive a confirmation e-mail including your name, shipping/billing address and the details of your order.
Q: Shipping Information
A: NEED TABLE Most orders ship the same day your order is placed if placed before 1pm est.* Dr. Denese Online offers FREE standard shipping on all orders $75 and over (excluding taxes) shipped within the United States. Our preferred shipper is USPS. However, we reserve the right to use other shipping carriers. (For international shipping please read more information below) Processing Time: *We strive to ship your order as quickly as possible. However, our shipping estimates are not guarantees or promises that a product will ship on a specific day or be received by you within a specific period. The amount of time it takes for you to receive a product will depend on how long it takes us to process your order and how long it takes the carrier to deliver the order to you once it is shipped. Please also note that choosing Overnight shipping does not mean your order will ship today. We need time to pick and process your order before we ship. Dr. Denese Online orders are processed, shipped and delivered on business days (Monday – Friday, excluding major holidays). Canada: Canada Priority Mail $50.00 All Canadian orders $150.00 or more ship for free. International Orders: International USPS Priority Mail $50.00 All orders $350.00 or more ship for free
Q: What is Dr. Denese's EZ Pay payment plan?
A: COMING SOON: On specific items we offer three payments. This means you can split the price of the product into 3 equal monthly payments via debit or credit card, interest-free. We call this feature EZ Pay.
Q: Can I return the product for a full refund?
A: SkinScience Labs, Inc. will issue a full refund for any products returned within 30 days of original delivery (returns will include the sales tax collected at time of purchase, less the shipping costs).
Q: How do I return a product?
A: Please follow these simple instructions to receive a full refund for your return: 1. Please locate the Packing Slip enclosed with your purchase and complete the bottom portion. 2. Please make sure to complete the entire form including the Item Number, Item Name, Quantity being returned and/or replaced (in the event that you don't have enough space please continue on a separate sheet of paper), Reason Code (this is used strictly to improve our products and services) and a Further Action Code. 3. Please complete the Return/Replacement Form and place it in the box with the items. 4. Please enclose a copy of the original purchase receipt. 5. Please ship all returns to: Dr. Denese Returns c/o SkinScience Labs, Inc. 240 Moonachie Ave, Suite A Moonachie, NJ 07074
Q: Can I return Dr. Denese products that I have purchased on QVC or another retail location?
A: No, only the products purchased on www.drdenese.com or via our toll-free number 1-866-642-3754 can be returned here for a full refund.
Q: How will I receive my refund?
A: All refunds will be issued back to the payment source used to make the original purchase.
Q: When will I receive my refund?
A: All refunds will be issued within 14 business days of return shipment receipt.
Q: Will you refund shipping costs?
A: At this time we do not offer a refund on shipping costs.
Q: Do I have to ship back products using UPS?
A: No, but we do request that you ship your return using a service that allows tracking. USPS now provides tracking numbers and is the recommended shipper. They are the most cost effective in most cases.
Q: Do you ship to PO boxes or military addresses?
A: SkinScience Labs, Inc. does ship products to PO Boxes and/or Military Addresses.
Q: What is Auto-Ship?
A: Place your order by phone or online for an item that's available for Auto-Ship. When you select Auto-Ship, you don't need to reorder the item again. You will be billed for and will receive your first shipment 7-10 business days after payment is received. Your subsequent shipments will be billed and sent on a regular shipping schedule ranging from 30, 60 or 90 days, depending on the product. Delivery and billing are repeated until you cancel your plan, or until an item is no longer available for auto-ship (due to, but not limited to, an item being discontinued or no longer in stock) You may cancel your plan anytime by logging into your online account here or you may call customer service at 866-642-3754. You will not be sent any future shipments or be billed for any future shipments unless the shipment has already been made, in which case you may return it within 30 days to receive a refund for said product. *Please note that Auto-Ship is available on most items but not all. SkinScience Labs, Inc. reserves the right to stop automatic shipments for any item at any time for reasons such as, but not limited to, an item being discontinued or out of stock. You must be registered on www.drdenese.com to take part in this program. You can stop auto-ship at any time as long as your order has not shipped. If you return an item on auto-ship this will cancel any future shipments scheduled for the corresponding order.