CS CENTER
Need help with an order, have question about our products, or just want to chat? We are here to help!
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Order & Returns
Q: “How do I check the status of my order?”
Order status can be checked at Dr.Melaxin website[My Account > Order History]
Q: “I would like to change or cancel the product option”
If you want to change the product or cancel the order,
Please reach out to our Customer Service Team for assistance, and we will provide guidance with care.
*Please understand that cancellation or change is not possible if the product has already been shipped.
Q: "The order was suddenly canceled."
Sometimes, orders can be canceled automatically if the card information does not match or the order is recognized as having suspected fraudulent activity or unauthorized information provided.
[A way to solve recurring problems]
1. Delete cookies and caches on the site, completely reboot the browser.
2. Enter a valid card number.
-Cardholder name: Enter your name exactly as it’s written on your card
-Expiry date: Enter a valid card expiry date (MM/YY)
-Security code: Enter the CVV or security code on your card
3. Place a different order by matching the shipping and billing address as the same.
Nevertheless, if you can't order, please contact the customer center and we'll respond quickly.
Q: “I would like to get a refund. What should I do?”
To request a return or guarantee claim, contact our customer service team through the contact details on our website with your full name, order number, and reason for return. Use the subject line "Return Request" or "Guarantee Claim" followed by your order number. Do not ship items back without authorization — unauthorized returns will not be processed.
Once approved, you will receive return instructions and a return shipping address.
Shipping
Q: “How much is shipping fee?”
* STANDARD DELIVERY COSTS- USA deliveries are managed by our logistics partners. We offer FREE SHIPPING for all orders above $30.00.
Flat shipping fee $3.98 will be charged for all orders under $30.
Q: “I would like to know the shipping schedule for the product.”
Orders are processed within 1-3 business days (Monday-Friday, excluding public holidays) after payment confirmation. You will receive an email confirmation once your order ships, including a tracking number where applicable.
Orders placed on weekends or holidays are processed the next business day. During peak periods (sales, holidays, product launches), processing may take longer – we appreciate your patience.
Q: “I would like to know how long it takes for my order to be shipped out and the total shipping period.”
Estimated delivery times after dispatch:
Domestic standard shipping: 5-10 business days
Domestic express shipping: 1-3 business days
International standard shipping: 7-21 business days
International express shipping: 3-7 business days
Delivery times are estimates provided by carriers and are not guaranteed. Delays caused by carriers, customs, weather, or other factors beyond our control are not our responsibility.
Q: “I would like to know what to do if I cannot find out my package marked as delivered.”
If the delivery status shows as [Delivered],
but you haven't received the product, please check the following:
- Verify the delivery address in your order information.
- Check with a proxy or delegated location.
Confirm with family, colleagues, security office, or any other delegated location. - Contact the delivery courier.
Verify with the assigned courier using the tracking number.
If the issue cannot be resolved through a proxy, delegated location, or courier,
please contact our Customer Service Team.
We will promptly assist you after confirming with the courier company.
Q: “I would like to change the shipping information.”
Changes to shipping information (delivery address, recipient, delegated location, etc.) can only be made before dispatch (shipment).
Please contact our customer service team for inquiries, and we will check the possibility of changes and provide guidance accordingly.
If the shipment (dispatch) has already been completed promptly,
please understand that it may not be possible to change the delivery information.
Q: “The product is missing or something else has arrived”
Did you not receive some of the items you ordered?
We sincerely apologize for the inconvenience.
Please take photos of the exterior of the received parcel and the items you did receive.
Contact our Customer Service Team with the photos, and we will assist you after confirming the situation.
Q: “A damaged/defective product has arrived”
For exchanges,
it's possible only for the same product as purchased. If you need to change options,
please proceed with a return and make a new purchase.
In case of defects or damages to the product, We will cover the shipping fees.
If you choose to connect with our Customer Service Team, please take photos of the exterior of the received parcel and any damaged or faulty items.
Providing these photos will enable us to expedite the verification process.
