What can we help you with?
Find your answer in our help center below!
1. How do you ship packages?
Packages from our warehouses in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
2. Do you ship worldwide?
Yes. We provide free 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.
3. What about customs?
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.
4. How long does shipping take?
Shipping time varies by location. If you’re in the US, please allow up to 2-3 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.
5. Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you don't see it in your inbox within 2-5 business days after your order completion, please check your SPAM or other folders in your email account and whitelist our email address [email protected] so you don't miss our important notifications. You can click HERE to track your package with your tracking code.
6. My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system.
7. Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping. If you have any other questions, please contact us and we will do our best to help you out.
1. 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!
2. 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.
3. 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.
1. What payment methods do you accept?
Paypal, credit card, and debit card (linked to Paypal).
2. I am not from the United States and do not use their currency "USD." Do you accept (my country's currency)?
The default prices of our cases are in USD, but can be purchased from any country with any currency. Although you may see the price of our items in your currency, during checkout, the price will go back to USD numbers, so do not be alarmed by that! Your currency will simply convert to USD upon paying.
3. What is Buyer Protection?
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.
You are protected when:
- The item you ordered did not arrive within the time promised by us.
- The item you received was not as described.
Contact Us Directly
We are happy to answer any questions you may have. 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.