FAQs
CONTACT
How can I get in touch with your service team?
Our service team is based out of our Edmonton, Canada head office. The team’s hours of service are Monday to Friday from 9:30 AM to 4:30 PM MST (excluding holidays). We have limited support available on the weekends.
To reach our team, please visit our contact page to submit your inquiry.
When can I expect a response to my email?
Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.
Can I place an order over the phone?
For better security, we are unable to process any orders and/or accept payments over the phone. Our team will gladly walk you through the process if you need any help placing your order online. To reach our team, please visit our contact page to submit your inquiry.
PRODUCTS
Do you test on animals?
DMSK does not test on animals and does not ask others to do so.
The product I want is out of stock!
We know there’s nothing worse than waiting! We recommend following us on our social media accounts and we’ll let you know as soon as it’s restocked!
Can you send me samples?
Unfortunately, we do not offer product samples for request at this time! However, if you would like to become a VIP member with access to purchasing new products that are in beta testing please consider subscribing to our Mailing List.
How do I store your products?
We recommend storing our products in a cool dry place away from direct sunlight. Any products that require refrigeration after opening will be noted on the directions.
What is the expiry date of your products?
Unopened products store at room temperature have a shelf life of three years. This is the regulatory threshold for testing. Upon opening, please refer to the period-after-opening (PAO) symbol to identify the lifetime of the product.
How do I conduct an at-home patch test?
Patch tests are an easy way to help predict if you will have a negative initial reaction to a new product. It is recommended to perform a patch test before incorporating a new product into your routine. We have outlined a general method for conducting your own patch test based on the type of product. Please refer to our patch testing guide.
Is my product authentic or counterfeit?
The safety of our customers is a key priority, which is why we are committed to the prevention of the sale and distribution of counterfeit products.
At this time DMSK only sells product on our website www.dmsk.ca; therefore, any products with our name sold elsewhere must be considered counterfeit.
Can I cancel my order?
Changed your mind? Made a mistake? No worries!
Please reach out to us on our contact page and our customer service team will help you. Please reach out as quickly as possible so that we cancel your order in time. Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment but we do offer our 90 day return policy in any event.
Can I remove products from my order?
Unfortunately, once an order has been placed, we cannot make any edits or substitutions.
However, after placing an order, if you want to make a change or made a mistake please feel free to submit a cancellation request. Kindly note there is a limited window in which we may be able to do this for you. Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment, but we do offer our 90 day return policy.
How many products can I order at a time?
As we want to be fair to all of our customers, many factors are taken in when we review an order including which warehouse is fulfilling the order, shipping fees, frequency of orders, and the individual number of units contained within that order. To read more about our limits, please review our terms and conditions.
I placed an order on your website and never received a confirmation email.
Order confirmations are sent out immediately. Our emails may be accidentally flagged by spam filters. Please check the spam folder of your email and mark us as nice instead of spam.
If you haven’t received confirmation from us, please contact us on our contact page and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!
How can I track my order?
Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email.
I did not receive a tracking number!
We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.
There’s an item missing/damaged! My order is wrong.
Oh no! We’re so sorry about this. We do our best to make sure orders are packaged correctly but sometimes people make mistakes. Please fill our contact form with your order number, photo of all the products received, and a photo of the packing slip with any initials marked clearly visible.
Any damaged or incorrect orders should be brought to our attention within 14 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.
My order has been shipped to the wrong address!
Unfortunately, we are unable to modify the route of a parcel once it has been shipped and we are unable to assist further if it is delivered as addressed.
However, if you see that your parcel is being returned back to DMSK, simply reach out to us through our contact page and let us know! We can reship your order a second time at no additional cost. If your parcel is returned and we have not heard from you, the DMSK team will begin the refund process once the parcel has been received back at our warehouse.
My order is stuck with customs!
When travelling across borders, your order may be held up at customs. Sadly, we do not have any control over this, we are all at the mercy of your country’s customs officials. Please be aware that there is always the potential for international orders to get caught up in the system, and your package may be delayed up to 7 weeks. This is not a common occurrence, but it can happen. Once we’ve shipped your package, we cannot do anything once it is in possession of customs officials and your country’s postal service.
My package is being Returned to Sender (RTS) - What can I do?
If you see that your parcel is being returned back to DMSK, simply reach out to us through our contact page and let us know! We can reship your order a second time at no additional cost. If your parcel is returned and we have not heard from you, the DMSK team will begin the refund process once the parcel has been received back at our warehouse.
My order is missing/stolen!
Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier with regards to your missing parcel. Depending on the courier, investigations can take up to 10 business days to conclude.
Please note that any domestic orders reported missing or stolen must be disputed within 14 days from shipment date. International orders reported missing/stolen must be reported within 21 days from shipment date. Any requests made outside of this timeframe have no guaranteed resolution.
Until a missing package has been returned to DMSK or officially declared lost, we are unable to reship or refund the order.
We assess each report on a case-by-case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a "Safe Place/Leave with Neighbour/Delivered with Consignees Authority" request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.
SHIPPING & DELIVERY
Where does DMSK ship to?
We happily ship to almost every country. We offer one shipping option at this time, but we hope to offer expedited shipping in the future.
How much to qualify for free shipping?
We offer free shipping to the United States and Canada. International* orders qualify for free shipping with purchases exceeding $50 USD.
* Any country not listed will fall under International. If we are unable to ship to your region, we’re doing our best to get there soon and we appreciate your kind patience with us in the meanwhile.
** Shipping costs and thresholds are subject to change without notice from time to time.
Do you ship with Signature Required?
Orders within the USA over $500 are shipped with a signature required. Some international parcels may also require a signature upon delivery.
How long does an order take to process?
We try to get to orders as quickly as we receive them and in most cases fulfill orders within 2 business days, but please allow up to 10 business days for orders to be processed due to the extremely high volume of orders we are receiving. We are putting additional resources in place to reduce these delays and appreciate your very kind patience in the interim. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions.
What is the estimate for delivery?
We use various couriers depending on the destination and, as a result, shipping times may vary. You will receive an email from DMSK once your order has shipped with your tracking number for each order, along with a tracking link.
Do my billing and shipping addresses need to be in the same?
Your billing address and shipping address do not need to match. However, for security reasons, billing and shipping addresses are required to be in the same country.
Are there any taxes, brokerage, or customs fees?
You will not incur any such border fees in Canada as our headquarters are located here. For other destinations, you may be charged additional handling, import, or tax fees as your order passes through customs. Any additional charges on shipments are the customer’s responsibility, and we recommend reviewing these with your local customs departments prior to ordering. Unfortunately, we are unable to reimburse any customs fees incurred.
BILLING & PAYMENTS
What methods of payment do you currently accept?
We accept all major credit cards. When paying by credit card, your name and billing address must match the address on file with the card issuer.
When will my payment be processed?
Your card will be charged during checkout once your order has been placed.
What currency do you charge in?
We currently offer prices in CAD and USD. Some regions include taxes and duties while others do not. Our system takes into account these variations when checking out.
All other countries have pricing displayed in USD but the pricing of products outside of the USA is higher in USD than within the USA because of additional costs we incur to import these products.
If the local/credit card currency is different than the one used at the time of checkout then your bank will convert the amount using the current exchange rate. Any international bank fees are not imposed by DMSK.
The currency and pricing of your order are determined by the country from which you visit us and cannot be changed.
Why have you charged me more than the total?
We only charge the amount calculated during checkout and displayed on your invoice. If you believe you have been overcharged, please do contact us and we'll be happy to assist you.
RETURNS
What is your return policy?
You can review our full return policy and instructions here.
TECHNICAL
Can I update my email address? How do I change my password?
To update your email address, first log in into your account. Once logged in you can edit your account details such as your email address, profile name, and password.
DATA PRIVACY
For more information on our data practices please review our privacy policy.
