Frequently Asked Questions

ORDERS AND RETURNS

  • All major credit cards including VISA, Mastercard, AMEX, and Discover, as well as Interac debit, UnionPay, PayPal, ShopPay, Afterpay, and ApplePay.
  • If you need to change or cancel your order, please contact us as soon as possible via e-mail (hello@dermphishop.com). Once an order has been processed and shipped, we cannot make any changes to your order.
  • Please refer to the return policy for complete details.
  • Before purchasing a skincare product, please consider all required protocols and potential risks/adverse effects.
  • Given our strong commitment to client satisfaction, we are available to answer any questions or concerns you may have about the skincare products before purchase.
  • Online orders for Dermphi ShopTM are processed (picked, packed, and shipped) from our warehouse and cannot be picked up or returned in-store at Dermphi CentreTM.
  • We kindly ask that you inspect your Dermphi ShopTM order immediately upon receiving it. If you find any defects, damage, or incorrect items, please contact our experienced customer service team by e-mail (hello@dermphishop.com) immediately so we can address the issue immediately.
  • Orders from Dermphi ShopTM may be cancelled for a full refund prior to our team beginning to process your order for shipping. Once the package has been picked-up by Canada Post, the order cannot be cancelled.
  • No, you can check out as a guest without creating an account but to track your order, a valid e-mail address will be required. In addition, creating an account allows you to save your favorite products, and make future purchases faster.
  • If you have not received an order confirmation e-mail, please check your spam or junk folder first, and if still not found, feel free to contact our customer service team via e-mail (hello@dermphishop.com) with your details so we can assist you.
  • You can reach our experienced customer service team via the 'Contact Us' page on our website or via e-mail (hello@dermphishop.com).
  • Yes, Dermphi ShopTM has special promotions, sales, and discounts throughout the year. Be sure to sign-up for our NotiPHITM newsletter and follow us on our social media platforms (Instagram, Facebook, YouTube, TikTok) to receive updates on the exclusive offers.
  • Online special promotions, sales, and discounts offered through Dermphi ShopTM cannot be matched in-store at Dermphi Centre and vice versa, as Dermphi ShopTM and Dermphi CentreTM are separate companies.
  • Online orders made with Dermphi ShopTM are processed (picked, packed, shipped) from our warehouse and cannot be picked up or returned in-store at Dermphi CentreTM. Dermphi ShopTM and Dermphi CentreTM are separate companies and have their own inventory warehouses and operations.

SHIPPING AND DELIVERY

  • For all orders over $250 CAD (before GST), Dermphi ShopTM offers free nationwide shipping within Canada. For all orders less than $250 (before GST), Dermphi Shop has shipping costs of $15 CAD (regular shipping) or $25 CAD (express shipping).
  • Typically, orders are processed within 1-2 business days and shipping may take an additional 1-3 business days.
  • Unfortunately, at this time, Dermphi ShopTM does not offer international shipping (outside of Canada) at this time.
  • Yes. Once your Dermphi ShopTM order is shipped, you will receive a confirmation e-mail with a tracking number, which you can use to track your shipment via the carrier’s website.
  • If you receive an order with damaged, defective, incorrect, or missing items from Dermphi ShopTM, please contact our customer service team via e-mail (hello@dermphishop.com) within 48 hours of receiving your order. Please include your order number with details and photographs of the package contents. We will work to resolve the issue promptly.

PRODUCTS

  • If you experience any adverse reactions from products purchased at Dermphi ShopTM, discontinue use immediately and consult a healthcare professional. Your health and safety are our top priorities.
  • Currently, Dermphi ShopTM does not offer individual skincare product samples. However, we occasionally include sample size gifts with orders, so keep an eye out for these!
  • To keep your skincare products effective, store them in a cool, dry place away from direct sunlight. Some products, such as serums or oils, may benefit from being stored in a refrigerator.
  • Yes, Dermphi ShopTM is committed to offering cruelty-free skincare products. We carefully select brands that do not test on animals and adhere to ethical practices.
  • Each skincare product page on our Dermphi ShopTM website includes a detailed list of ingredients. For additional information, feel free to contact our experienced customer service team by e-mail (hello@dermphishop.com).
  • Dermphi ShopTM does offer skincare consultations virtually. Please click the ‘Book a Consultation’ link from the home page on our website to schedule a virtual consultation to discuss your medical-grade skincare needs.