Shipping, Returns & Promotions

Due to the COVID-19 pandemic, our capacity to deliver packages has been reduced. Given the uncertainty surrounding this escalating health crisis, please be assured we are following the guidelines of the CDC, WHO and local authorities to ensure all shipments are safe. As we are working on new strategies and measures to do our part to limit the spread of the coronavirus, we appreciate your patience and cooperation in working with us, and these delays to ensure the safety of everyone. The health and safety of our customers, employees and community is our top priority. 

Shipping Updates:

For domestic shipments, be aware that shipments can be delayed due to a shelter-in-place orders. Furthermore, we are suspending signing for packages to minimize direct human contact. This is to ensure the safety of both the customer and mail carriers. 

International mail is still available but we are currently evaluating the progression of this service. Do note that international shipping time length will be delayed and more so for overseas shipments bound to Europe and Asia. 

Lastly, as new information is arising daily we will keep you informed of any updates.

If you would like additional information on preventative measures related to the coronavirus, please refer to the following websites. 



White House:

Orders will typically be processed, shipped and delivered within 3 to 5 business days. Orders are shipped via United States Postal Service. 

We will notify you via email within 1 business day if a product is out of stock.

Orders that are shipped to countries outside of the U.S. may be subject to international shipping, import taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of an international shipment may be subject to such Import Fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Before returning any item, you must contact our Customer Service Department for a Return Merchandise Authorization number (RMA) within (10) days after the order has been received. Please have your Order Number available. You can requested via email to or by phone. Customer Service business hours are Mon-Friday 9am-5pm eastern standard time. (212) 352-3333.

All returns must have an RMA number issued prior to acceptance of returned product returned. You will be expected to complete an RMA form only after you have received an authorization number from our Customer Service Department. Customer Service Rep. will send you the RMA form either through fax or email. RMA forms should be completed in the entirety to insure prompt service. 

Returns without an approved RMA number or without freight prepaid will be refused and shipped back at customer's own cost.

RMA shipments received MUST have an RMA number clearly visible on outside of the package and include a packing list with a copy of the original invoice or it may be refused, unopened and returned. 

All returned items must be packaged properly. Please box all returns using an outer packing carton equal to or better than the outer shipping carton it was shipped to you in. Failure to do so may result in damage to the item being returned including the container the item is packaged in. Failure to ship in an outer shipping carton equal to or better than the one used in the original shipment to you, may disqualify or reduce the amount refunded or may disqualify an item for replacement if it incurs shipping damage due to improper packaging.

The RMA Returns must be returned to New York Dermatology Group within ten (10) days after the RMA number has been issued. Returns made after this period will be subject to a twenty five percent (25%) restocking fee. 

All merchandise purchased from New Yorlk Dermatology Group must be returned unopened/unused and in original condition, for a refund (this excludes shipping charges, even when the order qualified for free shipping) or replacement. If your product has been opened/used, or if your product has been returned different than in its original condition, we cannot issue a refund or send a replacement.

Upon receipt of RMA Returns, New York Dermatology Group will verify with the customer the RMA products received are those as specified on the RMA form.

All returns are processed the Friday the week the package was received. Refunds will appear on your credit card statement 5-7 days from the date the return is processed. Shipping cost is not refundable.

Promotional coupons must be redeemed on our website when you place your order. Only one promotional coupon code may be applied per order. Coupon codes are not for resale and are not redeemable for cash. Promotional coupon codes are valid for a limited time only. All sales with promotional discounts and/or using promotional coupon codes are final.

Customer email inquiries to are responded to in 24 hours or less on weekdays and 48 hours or less on weekends. Telephone support is available at 212-352-3333 from 9 a.m. to 5 p.m. Eastern Time, Monday thru Friday. Voicemail left after hours will be responded to within 24 hours or less on weekdays and 48 hours or less on weekends.