Frequently Asked Questions

 

 

 

 

Q: What is the shelf life of the products?

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?

A: Yes.

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.

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.

Q:Can your products be used on all skin color and type?

A: Yes.

Q:Do Dr. Denese's products contain alcohol?

A: Several of the active ingredients can only be dissolved in alcohol and nothing else. In order to put these ingredients into the products, they have to be dissolved in alcohol. 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. Another common misconception is that exfoliation may dry the skin out. On the contrary! 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 can not 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 new 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 askthedr@drdenese.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:When does an order usually leave your warehouse after I complete my transaction?

A:  Most orders ship within 2 business days after your order is placed and, when using the standard shipping option, will arrive within 7-10 business days once shipped.  Dr. Denese Online offers FREE standard shipping on all orders $75 and over (excluding taxes) shipped within the 48 contiguous United States. Our preferred shipper is UPS. Our standard shipping option is UPS Ground.  However, we reserve the right to use other shipping carriers.  (For international shipping please read more information below)

Business Days: Dr. Denese Online orders are processed, shipped and delivered on business days (Monday – Friday, excluding major holidays).

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. 

Sorry, we are unable to ship to AFO or P.O. Boxes. All items must be shipped to a valid street address.

Q:What is Dr. Denese's EZ Pay payment plan?

A: On any order exceeding $50, you may choose to make 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 with in 14 business days of return shipment receipt.

Q: Will you refund shipping costs?

A: Unfortunately 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.

Q: Do you ship to PO boxes or military addresses?

A: SkinScience Labs, Inc. does not ship products to PO Boxes and/or Military Addresses.

Q: What is the estimated shipping cost on my purchase?

A: All orders over $75, shipped within the US, receive free shipping. For orders less than $75, the shipping cost is $6.95 in the continental U.S.  All orders shipped to Canada will be assessed a $20 shipping fee and all orders shipped to any other international destination will be assessed a $35 shipping fee. 

Q: If I receive a defective item, how can I get a replacement?

A: Please contact our Customer Service Specialists at 1-866-642-3754 or by emailing askthedr@drdenese.com. Our customer service will issue a replacement request to the warehouse at no additional cost to you.

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 of your chpice (60 or 90 days). 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 furture shipments or be billed for any future shipments unless the shipment has already been made, in which case you may return it witin 30 days to recieve a refund for said product.

If you order a product on discount with auto-ship that price is locked in for all future shipments related to that order.  If a lower price comes along we are unable to apply it to any past auto-ship plans.  in order to receive the new price you must cancel your past auto-ship and place a new order for the item at the new price.  

You may also update your frequency or change your payment method of your auto-ship plan by logging into your online account here or you may call customer service at 866-642-3754.

*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.