Shipping Policy

1. Shipping regions

  • Europe
  • UNITED STATES
  • Japan
  • Middle East
  • Note: Orders to Virgin Islands, Micronesia, PO Boxes and APO/FPO addresses are temporarily not accepted.

2. Estimated delivery time

  • Processing Time: Please allow 1-3 business days for order processing. Item processing time is the time from receiving your order to physically shipping it. Rigorous quality control checks and tests are carried out to ensure product quality before shipment. Some orders may require additional processing time.
  • Shipping time:
Delivery method Cost Shipping time
Standard Free 6-12 working days
Express €9.99 4-8 business days
  • Total Time: Total time equals processing time plus shipping time. This does not include customs delays, weekends, holiday periods or unforeseen circumstances.
  • Address Verification: Inaccurate or incomplete addresses may result in an additional 1-2 business days processing time. Review shipping and billing information carefully to avoid possible delays.

3. Notification emails

  • Order Confirmation: After placing an order, receive an order confirmation email. Verify shipping information is correct. Allow 1-3 business days for the order to remain in the "Processing" stage, indicating readiness for shipping.
  • Shipping Confirmation: After packing and shipping, receive a second shipping confirmation email with the tracking link.
  • Unreceived emails: If they are not in the inbox, check the junk/spam or promotions folder. Contact support@dermrays.com if necessary.

4. Track your order
To track your order, look for the tracking link in the shipping confirmation email or visit your account.

5. Unexpected delays
DermRays is not responsible for delays due to natural or uncontrollable events (e.g. COVID-19). Additionally, we are not responsible for delays related to the carrier itself (e.g. customs clearance).

6. Duties and taxes
Some countries/regions may incur local taxes and import duties not included in the amounts shown. Buyers are responsible for these charges. Check with your country/region's customs before ordering.

7. Delivery of the package
Your package may or may not require a signature. Although most packages are delivered to the address provided, the courier decides whether it is safe to leave the package. If it is deemed unsafe, the carrier may detain the package or postpone delivery. Enter a delivery address where someone will be available to accept the package.

8. Wrong Address Disclaimer
It is the buyer's responsibility to enter the shipping address correctly. Contact support@dermrays.com immediately for address changes. We will do our best, but changes are not guaranteed once processing begins.

9. Delivered but not received
If tracking confirms delivery but you have not received the order, contact the couriers to investigate. We are not responsible for packages tracked as delivered but not received.