We have tried to anticipate all of the questions that you might have. Click on any of these Frequently Asked Questions and you will be brought to the answer. If you do not find the information that you are looking for, please call one of our product specialists at 866-642-3754, or e-mail your question to firstname.lastname@example.org. Thank you.
*Please note that we do charge sales tax to NJ and FL customers. Sales tax is not charged to any other locations.
Q: How and in what order do I use your products?
A: Each product falls into step 1-6 of Dr. Denese's Six-Step Program. The products are to be used in that order. You can learn more about the Six-Step Program here. Please note that you can also find usage instructions listed on the page for the specific product you are looking for as well as on the packaging itself. In addition, you can always call our Skin Specialists at 1-866-642-3754.
Q: What are the product videos?
A: Some products have a corresponding video of Dr. Denese explaining the product, its benefits and how/when to use it. You may see the video, if available, directly on the specific product page.
Q: Are your products tested on animals?
A: We at SkinScience Labs, Inc. do not believe in animal testing. None of our vendors, suppliers or raw material producers perform any type of animal testing. In fact, you may find us in PETA's Beauty without Bunnies Cruelty- Free Database here: http://features.peta.org/cruelty-free-company-search/cruelty_free_companies_company.aspx?Com_Id=329.
Q: Do your products contain any fragrances?
A: Most of our products are fragrance free; however there are some that carry a very small amount of delicate scent.
Q: Are Dr. Denese's products FDA approved?
A: All of Dr. Denese products are manufactured under FDA-mandated procedures. Some products containing SPF or Hydroquinone are classified OTC (over the counter) pharmaceuticals and therefore contain FDA-approved ingredients and undergo even more rigorous testing and manufacturing procedures scrutiny.
Q: What is the shelf life of the products?
A: Approximately 2 years. It is recommended that once you have opened and have begun to use a product that you use it within 24 months. For any products containing SPF, please see the packaging for an exact expiration date.
Q: How does Dr. Denese conduct product safety testing?
A: We pride ourselves on quality of our product and perform product safety testing by third-party, Independent, Certified Testing Laboratories to ensure that all results are objective
Q: Are your products ophthalmologist or dermatologist tested for safety?
Q: Do your products contain preservatives?
A: Yes, this prevents the growth of bacteria.
Q: How can I test for an allergic reaction?
A: Apply a small patch of product, behind the ear. Wait 24 hours to ensure that there is no reaction.
Q: Do you have a specific product you suggest for sensitive skin?
A: The HydroShield Ultra Moisturizing Face Serum is the most soothing of all items; however please keep in mind that Dr. Denese continues to keep those with sensitive skin in mind when formulating her products.
Q: Can your products be used on all skin color and type?
A: Yes, our products are designed for ALL women / men that are interested in revealing smoother, firmer, and younger looking skin.
Q: Do Dr. Denese's products contain alcohol?
A: Many of you have probably thought I cannot use that product, it contains alcohol and will dry, irritate my skin. This is not true and is a very common misconception. The most commonly used type of alcohol in skincare are fatty alcohols, such as cetyl alcohol, cetearyl alcohol, stearyl or behenyl alcohol. These alcohols are typically derived from coconut or palm and are solids at room temperature, therefore must be melted for use in cosmetic formulations. These alcohols do not dry out the skin and are used to thicken a formulation, emulsify oils into water and to condition the skin. The opposite of what many people think. The amount of alcohol used is so minimal that it will have NO IMPACT on your skin.
Q: Why have my products discolored?
A: Discoloration of a product may occur if the product is subject to high temperature, moisture or prolonged exposure to air. Some products do contain natural ingredients that have a tendency to change color over time but this does not lower effectiveness or safety during the shelf life of the product.
Q: What are some of the most damaging skin care fallacies out there?
A: One of the most damaging skin care fallacies pertains to exfoliation. Most people under exfoliate because the skin care fallacy says that exfoliation will dry and thin out the skin. This could not be further from the truth. The skin is a dynamic organ, the more you wear it down the more it grows. You can take a dull, lifeless, ashen looking skin and turn it into radiant skin by exfoliation. If you take off old, dry skin cells on a daily basis, you open up the skin so moisture can permeate your skin better. So if your skin is dry, you have to start with something a bit counter-intuitive: you have to exfoliate first.
Q: What is your opinion about using SPF protection?
A: The sun is the single worst enemy of your skin. Nearly everything that you do not like about your skin: enlarged pores, lines, loss of elasticity, age spots, red capillaries have ultimately something to do with the Sun. It is very important to find a day cream and sun screen built together in one. Because if you have a day cream and then a separate sun screen on top, the SPF effect of the day cream is diluted. So you may think that you have an SPF 15 on, but you may have less than half that.
Q: How are your products different from other skin care lines?
A: While other brands focus on one or two key ingredients, we think it is best to use as many scientifically proven ingredients as can fit in the formulation because they can all contribute to the skin in different ways. The key is to use the RIGHT ingredients in the RIGHT percentages, because with skin care everything is in the percentages. Our most important goal is to give you an exceptionally high percentage of the key ingredients. Our products are one of the most expensively made products in the industry as far as the ingredients are concerned. Not packaging and not marketing.
Q: What are the percentages of active ingredients in your products?
A: We would love to answer your question. However, this is proprietary information and we cannot possibly answer it as all of our competitors would love to know. The best thing is to try our products yourself because you will be the best judge. You can always return it with no questions asked.
Q: Where can I buy your products?
A: You can purchase our products at our website at www.drdenese.com, or by calling the Skin Specialist Line 1-866-642-3754, where our friendly experts will advise you on the best possible products for your specific skin type. You may also email us at email@example.com with any questions.
Q: What is an acceptable form of payment?
A: We accept all major credit cards and debit cards.
Q: How do I know that my purchase was accepted?
A: Upon completion of the transaction you will receive a confirmation e-mail including your name, shipping/billing address and the details of your order.
Q: Shipping Information
A: Please refer to our Shipping Policy.
Q: Can I return the product for a full refund?
A: SkinScience Labs, Inc. will issue a full refund for any products returned within 30 days of original delivery (returns will include the sales tax collected at time of purchase, less the shipping costs). Please refer to our Return Policy.
Q: How do I return a product?
Should you decide to return after speaking with our specialists, please fill out the Return Form enclosed with your order and repackage the merchandise and return via ground UPS or USPS insured to Dr Denese SkinScience 725 Grand Ave Suite 201 Ridgefield, NJ 07657.
Q: Can I return Dr. Denese products that I have purchased on QVC or another retail location?
A: No, only the products purchased on www.drdenese.com or via our toll-free number 1-866-642-3754 can be returned here for a full refund.
Q: How will I receive my refund?
A: All refunds will be issued back to the payment source used to make the original purchase.
Q: When will I receive my refund?
A: All refunds will be issued within 2-3 business days of return shipment receipt.
Q: Will you refund shipping costs?
A: At this time we do not offer a refund on shipping costs.
Q: Do you ship to PO boxes or military addresses?
A: SkinScience Labs, Inc. does ship products to PO Boxes and/or Military Addresses.
Q: What is Essential Radiance (AutoShip)?
A: We have partnered with Guthy Renker to provide an auto ship membership/subscription service for our customers. Essential Radiance is filled with formulas in which we use the power of high-performing, scientific ingredients, along with precious elements from nature to provide rich hydration, boost radiance and antioxidant protection, while reducing the appearance of fine lines and wrinkles.
For any questions regarding purchase, products, orders or cancellation, please call their customer service at 1-800-725-0785. Please note that they open at 8am PST.