FAQ
Orders
What methods of payment do you accept?
We accept most major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are processed securely.
Can I change or cancel my order after placing it?
We begin processing orders immediately, so we can’t guarantee changes or cancellations. If you need help, contact us ASAP at hello@dearme.us and we’ll do our best to catch it in time.
I entered the wrong address — can I fix it?
If your order hasn’t shipped yet, we might be able to update your info. Email us at hello@dearme.us right away. Once it’s shipped, we can’t make changes and are not responsible for misdelivered orders.
My item arrived damaged — now what?
Oh no! We got you. Email us at hello@dearme.us with photos of the damaged item(s), and we’ll make it right.
When do you restock?
If something you love is out of stock, sign up for back-in-stock alerts on the product page. We’re always working to keep your faves available!
How long does it take to process an order?
Orders placed before 9 AM PT (Monday to Friday) typically ship the same day. During launches, holidays, or restocks, processing may take 1–3 business days.
Shipping
What’s your shipping policy?
We ship Monday through Friday, excluding U.S. holidays. Orders placed by 9 AM PT ship the same day. Delivery time ranges from 2–12 business days within the U.S.
Do you ship internationally?
Not yet! We currently only ship within the U.S. Want Dear Me in your country? Let us know at hello@dearme.us.
What are your shipping rates?
Shipping rates are calculated at checkout based on your location and selected method. You choose what works best for you.
How do I track my order?
You’ll receive an email with tracking info as soon as your order ships. You can also log into your account and check under Orders
Where can I check my order status?
We’ll keep you posted by email every step of the way. Once shipped, your tracking link will guide you to delivery.
What carriers do you use?
We ship using USPS, UPS, and FedEx, and fulfill orders via Shippo to offer the best rates and options.
What if my package is delayed, lost, or stolen?
We highly recommend adding shipping protection at checkout. Dear Me isn’t responsible for delays, loss, or theft once your order leaves our hands.
Returns & Refunds
What’s your return policy?
All sales are final. We do not accept returns, exchanges, or refunds. Please note, Dear Me reserves the right to refuse all returns.
In the unlikely event that a product arrives not as described, we will only send replacements for damaged or missing products within 14 days of receipt of the package.
Learn more in Refund & Returns Policy
How long does it take to process a refund?
Once your return is received and approved, Stripe processes the refund. Most banks reflect refunds in 5–10 business days, but it can take up to 14 days depending on your provider.
How will I receive my refund?
Refunds are issued to your original payment method. We’ll send a confirmation once it’s processed.
What happens if an item I ordered is out of stock?
If something you ordered becomes unavailable, we’ll notify you and issue a refund to your original payment method within 3–5 business days. Bank processing may take up to 14 days.
Account
How do I create an account?
Visit dearme.us/register and follow the steps. Easy peasy.
I forgot my password — how do I reset it?
Click “Forgot your password?” on the login page and follow the instructions to set a new one.
How can I update my shipping address or info?
Log into your account and go to the Address section to make changes. If your order is already placed, email us ASAP.
How do I subscribe (or unsubscribe) from emails?
You can subscribe when checking out or via our footer form. To unsubscribe, click the link at the bottom of any of our emails.
Products
Are your products vegan and cruelty-free?
Yes and yes! We never test on animals, and all our formulas are 100% vegan.
Do you test on animals? (Spoiler: never!)
Never ever. Dear Me is proudly cruelty-free.
What ingredients do you use?
Only the good stuff. Our formulas include skin-loving ingredients like Vitamin E, Hyaluronic Acid, and Provitamin B5. Check each product page for full ingredients.
Customer Care
How can I contact Dear Me?
Email us at hello@dearme.us. We’re here for you!
What are your support hours?
Monday to Friday, 9 AM to 6 PM PT (excluding U.S. national holidays).
Still have a question?
We got you. Reach out to hello@dearme.us anytime!
