Frequently Asked Questions

 

Orders & Payments

Q: How long does it take for my order to be processed?

A: Orders are typically processed within 3-7 business days. Please note that orders are not shipped or delivered on weekends or holidays. During periods of high order volume, there may be a delay of a few days.

Q: Can I change or cancel my order after placing it?

A: Unfortunately, no. Orders are processed immediately and cannot be modified or canceled once they have been confirmed. This includes changes to products, shipping addresses, or cancellations after the tracking information has been updated.

Q: What happens if I provide an incorrect shipping address?

A: It is crucial to ensure your shipping address is correct and complete, including any apartment numbers or building codes. If a package is returned to us or undeliverable due to an incorrect address, we are unable to offer a refund or reshipment.

Q: Do you offer price adjustments for past orders during promotions?

A: Prices may vary due to sales or special promotions. Orders placed before a promotion begins cannot be adjusted or refunded for the price difference.

 

Shipping & Delivery

Q: What are your shipping rates and estimated delivery times?

A: We offer a $5 flat rate for shipping on orders under $35. For orders of $35 and above, we provide free ground shipping. The estimated delivery time is 3-7 business days.

Q: How can I track my order?

A: Once your order ships, you will receive a Shipment Confirmation email that includes your tracking number(s). Tracking numbers typically become active within 1-2 days.

Q: My delivery is delayed. Why is this happening?

A: Delivery delays can occur for several reasons, such as severe weather conditions, high order volume, carrier service disruptions, or customs clearance. During peak seasons like holidays and Black Friday, these delays may be longer than usual. Please note that we do not provide refunds for orders delayed due to these external circumstances.

Q: What should I do if my package is marked "Delivered" but I haven't received it?

A: If your tracking status shows "Delivered" but the package is not there, we recommend waiting 3-5 business days before contacting us. Please also check with neighbors or family members in case they accepted it on your behalf. Unfortunately, once a package is marked as delivered, I Dew Care is not responsible for any loss, and we cannot be held responsible for stolen packages.

Q: What happens if my package is lost or damaged by the carrier?

A: If a loss occurs due to the carrier's mistake, you should contact the shipping carrier directly to file a claim. If your item arrives damaged, please report it to our customer service team within 14 days of delivery with clear photos of the product and packaging for assistance.

 

Returns & Refunds

Q: What is your return policy?

A: We accept returns within 30 days of the delivery date. To be eligible, items must be unused, unopened, and in their original packaging.

Q: Are there any items that cannot be returned?

A: Yes, the following items are non-returnable: final sale items, gift cards, opened skincare or beauty products, and any purchases made from third-party retailers like Amazon, Sephora, etc.

Q: Who is responsible for return shipping fees?

A: Customers are responsible for the costs of return shipping.

Q: How do I start a return?

A: To initiate a return, please create an account on our website and submit a return request within 30 days of delivery. You will need to provide a brief reason for the return.

Q: How long does it take to process a refund?

A: Once a return is approved, refunds are processed within 7 business days. Please note that original shipping fees are non-refundable.

 

Product Information

 

Q: How do I use your sleeping masks (e.g., Dew Not Disturb, Glow To Bed)? A: Apply a generous, even layer to clean skin as the final step of your nighttime skincare routine. Leave it on overnight and rinse off with lukewarm water in the morning. We recommend using them 2-3 times a week for best results.

Q: What's the best way to use a peel-off mask (e.g., Aqua Kitten, Astro Kitten)?

A: Apply a thick, even layer to clean, dry skin, making sure to avoid your eyebrows and hairline. Let the mask dry completely for about 20-30 minutes. Once dry, gently peel it off from the outer edges.

Q: What is Tap Secret Dry Shampoo and how does it work?

A: Tap Secret is a non-aerosol, talc-free powder that instantly absorbs oil from your scalp. It's formulated with ingredients like Black Ginseng and Biotin to refresh hair, provide instant volume, and leave a clean, matte finish. Simply tap the applicator onto your roots and massage it in with your fingertips.

Q: Are your headbands (e.g., Koala, Bunny, Cow) one-size-fits-all?

A: Yes! All of our spa headbands are made with a soft, stretchy material that provides a comfortable and secure fit for everyone.

Q: Are I DEW CARE products vegan and cruelty-free?

A: Yes, all I DEW CARE products are 100% vegan and cruelty-free. We do not use any animal-derived ingredients or conduct animal testing on our final products or ingredients.

Q: Where can I find the full ingredient list for a product?

A: A complete list of ingredients is available on each individual product page on our website.