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HELP & FAQS
General
1. Why are you different?
What separates Acaderma from any other skincare brand on the market today is our pioneering technology and exclusive, high-quality ingredients that are rigorously tested and backed by independent clinical trials to ensure efficacy without irritation. Every formula is beyond clean and 9-free, meaning that all of our formulas are devoid of SLS/SLES, parabens, mineral oil, propylene glycol, synthetic dyes, hydroquinone, phthalates, fragrances, and formaldehyde-releasing preservatives. Additionally, all of our products are designed and developed in house, allowing the brand founders and their team of scientists to be intimately involved on every level in order to deliver exemplary results.
2. Do you test on animals?
Our ingredients and formulas are tested on artificial skin models—not animals.
3. Do Acaderma products contain fragrance?
All our products are fragrance free.
4. Are Acaderma products vegan?
All our products are vegan.
5. Are your products all-natural/organic?
Some of our products are all natural and Acaderma aims for its products to be as natural as possible. However, natural doesn’t equal to safe. Plenty of natural ingredients are irritating and not all natural materials are made equally. 90% purity is much more premium than that of 10%. So we consistently formulate our products with high-quality, low-hazard ingredients — regardless of their natural or synthetic status.
6. Why do you use synthetics raw materials in your products?
There are a small number of low-hazard synthetic ingredients are essential to maintain the efficiency, color, and stability of a high-performance line. We strive to be as safe as possible while providing the most efficacious skin care available. The formulation and all ingredients are EU and FDA compliance.
7. What’s the expiration dates of your products?
products have a shelf life of 3 years before opening. The PAO (period-after-opening date) is printed on the package, which is 3-6 months. You will find the manufacturing date code on.
My Account
1. What should I do if I forgot my password?
Please click Forgot your password? and you will receive an email prompting you to reset your password.
2. How can I update my shipping address?
Please login and update your address information in your account page.
Shopping & Payment
1. What is your Maximum Purchase Policy?
We regret that we must limit orders to 5 of any single item with a maximum purchase of 10 items per order. If you have any question please Contact Us.
2. How can I receive a sample?
For all orders placed through Acaderma.com, samples will be sent to you together with the products you purchase.
3. What are my payment options?
The following payment methods are accepted:
- VISA
- MasterCard
- American Express
- Discover
- JCB
- PayPal
For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
My Order
1. How can I check the status of my order?
After placing the order, you will receive email updates about your order status. Below are examples of emails you might receive:
An Order Confirmation email with order number included will be sent to you, once you place an order.
A Shipment Confirmation email with tracking number included will be sent to you when your order has shipped.
Other Types of Emails will be sent to you with important information about your order, such as: difficulty in processing, inability of shipment and cancellation. If you receive one of these emails and have any question, you may Contact Us to find out more personalized information.
2. Can I modify my order?
Once your order has been placed you are not able to make any changes to it. If you need help, please Contact Us.
Shipping
1. How soon will my order ship?
It usually takes 2-3 business days to process the order. A shipment confirmation email will be sent to you when your order has shipped. You can also check your order status through the Website or My Account.
2. Do you ship internationally?
Yes, we ship to 134 countries and regions outside the United States. The detailed list can be found when you place the order and enter the shipping address.
3. Do you offer free shipping?
Yes, we provide free shipping on US orders over $100. For US orders less than $100 or international orders, the shipping fee will be calculated at Checkout..
4. What are my shipping options?
For all US orders, we only provide standard shipping (2-5 business days). For international orders, we provide two methods: DHL eCommerce (shown as USPS First Class Package International, 7-21 business days) * and DHL Express Worldwide (2-3 business days).
*DHL eCommerce packages will arrive at the destination country as "Deutsche Post" parcels, and will be received, processed and cleared through customs by your local postal services.
5. Will I be charged customs fees, duty or other taxes for international shipments?
Yes, this is likely. Any customs, duty or other taxes charged by your home country will need to be paid for by the recipient before the package can be delivered or collected. Any orders that are returned/rejected because of unpaid charges will be refunded minus any shipping costs we incur.
Exchanges & Return
1. Do you offer replacement on damaged items?
Yes, if your order arrives damaged, please Contact Us and we will do our best to help.
2. What is your return policy?
Our policy lasts 30 days. If you are not satisfied with your purchase on Acaderma.com, please Contact Us within 30 days and we will help you to initiate a return. Please note that original shipping and handling costs, gift box costs and other charges (if any) are non-refundable.
Customer Service
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