SHIPPING, DELIVERY & TAXES
When is your customer service open?
Dermis & Co. maintains a large stock of popular aesthetic products, allowing us to ship your order the same day your account is approved. Account approval takes up to 3 working days.
- Orders placed before 12:00 are shipped the same day
- Orders placed after 12:00 are shipped the next working day
If all items from your order are not in stock, dispatch will typically be 3-6 working days later, unless otherwise notified. Once your order has shipped, you will receive a confirmation email with a tracking number. All orders are sent via UPS (United Parcel Service).
Most products will have a minimum shelf life of 6 months. If there are any exceptions, we will inform you prior to shipment.
Shipping costs & delivery:
Shipping costs are clearly shown at checkout before final order approval. Please note that as the importer, you are responsible for any local duties or taxes that may apply.
Dermis & Co. will not at any stage withdraw payment for any goods until the very day the goods are shipping from our warehouse to you.
Please ensure the delivery address is accurate before placing the order, as we are not responsible for errors caused by incorrect information.
Unfortunately, it is not possible to pick up your order in Toronto.
Lost parcels & delayed shipments:
The maximum delivery time is sixty (60) working days, as established by law. However, it is very unusual that a delivery will take more than 1-2 business days. If your package is delayed or missing a scan, we kindly ask you to contact us info@dermisandco.ca. We will then open an inquiry with our shipping partner to investigate the issue. Please note that we are unable to resend or refund a package until the sixty (60) working day period has elapsed.
Packages held by customs:
Please be aware that it is the responsibility of the importer (customer) to know the rules and regulations of a country. If a package is stopped in customs, we advise you to contact your local customs office to either arrange for its release or to reject it and have it returned to us. Once we receive the returned package, we will issue a refund for the products. Please note that refunds can only be processed once we have received the returned package - we cannot take responsibility for any seized goods.
RETURN POLICY & REFUNDS
Can anyone buy the products?
Dermis & Co. accept any products returned within 8 working days notification from receipt of the product as long as the reason falls under one of the following conditions:
- The product contains manufacturing defects
- The product was damaged upon arrival
- The product was wrong received
To arrange a return, please contact us by email or call +1 416 471 1241 and we will help organize the pick-up of the goods. Once we receive the returned items, we will refund you through your original payment method. Please note, the cost for the return will be deducted from your refund.
No returns are accepted after 8 days. Please store the products as instructed until you receive return instructions.
Refund:
Your refund will be credited to the original credit card used to place the order. Shipping costs and handling fee are not refunded. Please note that refunds can take up to 29 working days to show on your account due to varying processing times between payment providers. If needed, please contact your bank to speed up the process.
PAYMENT, 3D SECURITY & CREDIT CARD FEE
We accept Visa, MasterCard, and Apple Pay. Unfortunately, we do not accept PayPal.
Please note that payment is only debited when your order is dispatched. Some credit card companies may show the amount as "pending" right after you place the order and is therefore not withdrawn yet.
For orders above CAD $500, payment via bank transfer is accepted if the bank transfer comes directly from the company account. Please note a handling fee will apply. For bank transfers, we kindly ask you to contact us via e-mail with your order.
Payment security:
At Dermis & Co., we prioritize your payment security. Our system checks if your credit card is registered with 3-D Secure programs, such as Verified by Visa or Mastercard SecureCode. These security measures ensure that only the authorized cardholder and the verified retailer can complete transactions.
If you are a member of the 3-D Secure Program, a pop-up window will appear on your screen when making a purchase, asking you to enter your SecureCode (a password you selected with your card issuer) during checkout. Transactions can only proceed with the correct password. Once registered, you'll need to enter your SecureCode each time you make a purchase. This means that even if someone knows your card number, they cannot complete a purchase without your password.
Please note: Your MasterCard SecureCode password is not your Dermis & Co. account password. Direct Derma Supplies does not have access to your MasterCard SecureCode password.
For more information, visit:
VAT - WHAT IS VALUE ADDED TAX?
If you are not sure what a HST(VAT) number is, please see what a VAT number is called in your country - Click here
To place an order with us, all companies within the Canada must provide a valid HST number. This ensures that the order is HST excluded. Please note that it is not possible to add HST manually to an order. If you are located outside the Canada, you can place orders without a HST number, as long as the shipping address is outside the Canada.
Click here if you want to check if you have a valid VAT number
Please note that personal tax numbers or company tax numbers cannot be used. We can only approve accounts with a valid international VAT number.
In some countries within the EU, you are not required to have a VAT number if you are in a certain industry or if your turnover is below a certain amount. However, we unfortunately still cannot approve these accounts, as we only work with companies that have a valid VAT number.