FAQ

How long does order processing take?

Orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays are processed the next business day.

What are the shipping rates and delivery times?

Standard shipping takes 5-7 business days. Expedited shipping delivers within 2-3 business days. Rates are calculated at checkout based on weight and destination.

What shipping options do you provide?

We offer standard and expedited shipping options to accommodate your delivery needs. Shipping times and costs vary based on your location and the selected service. Detailed information is available during the checkout process.

Where do you ship to?

We currently ship to addresses within Canada and the United States. For international shipping inquiries, please contact our customer support team at support@nelladerm.com.

Can I get a refund?

Yes, we offer a 100% satisfaction guarantee. If you're not satisfied with your NellaDerm product for any reason, please email  support@nelladerm.com within 30 days of purchase to initiate a full refund.

Shipping Policy

Thank you for choosing NellaDerm Therapeutic Inc. for your skincare needs. We are committed to delivering your products safely and promptly. Please review our shipping policy below:

  1. Order Processing:

    • Orders are processed within 1-2 business days after payment confirmation.

    • Orders placed on weekends or holidays will be processed the next business day.

  2. Shipping Rates & Delivery Estimates:

    • We offer standard and expedited shipping options across Canada and the U.S.

    • Standard shipping typically takes 5-7 business days.

    • Expedited shipping delivers within 2-3 business days.

    • Shipping rates are calculated at checkout based on order weight and destination.

  3. Shipping Carriers:

    • We primarily use Canada Post, and UniUni for our deliveries.

  4. Order Tracking:

    • Tracking information will be sent via email once your order has been shipped.

  5. International Shipping:

    • At this time, we only ship within Canada and the U.S. We are working to expand to international destinations soon.

  6. Damaged or Lost Packages:

    • If your package arrives damaged, please contact us immediately at Support@nelladerm.com with photos of the damaged items.

    • For lost packages, contact the shipping carrier first. If unresolved, reach out to us, and we will assist you further.

Refund and Return Policy

Your satisfaction is important to us! If you’re not happy with your purchase, we’re here to help.

  1. Returns:

    • We accept returns within 30 days of purchase.

    • To initiate a return, please email support@nelladerm.com with your name, order number and reason for the return.

    • Once approved, you will receive instructions on how to return the product.

  2. Refunds:

    • Refunds will be processed once the your request is processed.

    • Refunds will be issued to the original payment method within 3-7 business days

  3. Damaged or Incorrect Items:

    • If you receive a damaged or incorrect product, please contact us within 7 days of delivery at support@nelladerm.com, including your order number and photos of the issue.

  4. Cancellation Policy:

    • Orders can be canceled within 12 hours of placement. Once processed, cancellations are no longer possible.

Contact Us
For any questions about our shipping or refund policies, feel free to email us at support@nelladerm.com. We are here to assist you!

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