Frequently Asked Questions
HOW CAN WE HELP? Our happiness team is always here to assist.
Unlike other online retailers, we are based in the USA and use the best national fulfillment centers to ship your order. We have partnered with verified manufacturers and national fulfillment centers for all order fulfillment. That means you will be receiving your genuine products from somewhere near you!
We find the latest trending products and provide them at the best possible prices, and 94% of our customers come back for more. We must be doing something right!
You do not need to look any further, browse our store and you will find something for you TODAY!
How can I contact you?
Hopefully, you’ll find the answer you need from one of the articles we have on our help centre, but if you need a little help or just want to say hello, simply submit a ticket by emailing us at [email protected] we will get back to you as soon as possible.Our customer service is open from Monday to Friday 09.00-17.00 PST. We endeavor to respond immediately within one hour, however sometimes it can take up to 1-2 business day(s). If you do not see our reply in your inbox, please check your spam or junk folder. *Please get in touch through ONLY ONE ticket as contacting through multiple tickets for the same query may delay response times for you and other customers.
Why doesn’t Dr.VeryWell have a phone number?
Dr.VeryWell does not have a call centre and we’re not set up to handle high volumes of phone calls.
The Dr.VeryWell brand was built online, including our customer support. Though you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.
Be sure to INCLUDE AS MUCH INFORMATION AS POSSIBLE eg/ order number (#US123456), email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible.
No, the credit card processing companies will handle all payment processing, hence it is impossible for us to view or store your credit care information.
Currently, sales taxes are included in sales price. No Surprises at Checkout!
Do you ship to my country? What are the shipping rate and delivery time?
We provide shipping to over 200 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.
Available product lines, shipping rates and fees vary depending on the delivery address for your order. Please refer to the product description or the information on the checkout page. Calculated shipping rates are determined at checkout by a third-party shipping service based on the details of the order.
Shipping time varies by location. If you’re in the US, please allow up to 1-3 weeks for shipping due to high demand. Orders often arrive faster than expected. For the UK, Australia, New Zealand, most European and Asian countries, delivery time is 2-4 weeks. Please allow from 2-6 weeks for international delivery depending on your country.
Will my items come in one package?
Orders containing multiple items, may arrive in one or more shipments with multiple tracking numbers. Items may be shipping from multiple warehouses, vendors, or stores. This may result in different delivery timing.
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
Yes, you will receive an email once your order ships that contains your tracking information.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system.
I changed my mind. Can I cancel my order and get my money back?
We are unable to cancel orders and issue refunds once the packaging and shipping process has started. However, if you contact us quickly after making the order, we can cancel your order and refund your money!
Can I return an item for a full refund?
Your satisfaction is our #1 priority. If you did not receive the product within the guaranteed time(45 days not including 2-5 day processing) you can request a refund or a reshipment. If you received the wrong item or if there are defects in the products, you can definitely request a refund or a reshipment within a WEEK OF RECEIVING. Unfortunately, there are strictly no returns otherwise.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Dr.VeryWell(i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of Dr.VeryWell
*You can submit refund requests within 7 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Can I exchange an item for a larger/smaller size?
Unfortunately, we are unable to do exchanges. All of our products have different measurements, so it is VERY important to compare the measurements in each product to the measurements of a garment you already own at home for accuracy. Are there no measurements or you want more information about a specific product? Email us! Please do not send your purchase back to us unless we authorize you to do so.