Frequently Asked Questions

Check most frequently asked questions about RAOOF MD products here. If you still need help, please contact our support team here.

Shipping & Returns

Can I change or cancel my RAOOF MD order?

Absolutely! As long as the order hasn't been fulfilled yet we can make changes. If you forgot to apply a discount code, we can do that for you, and if you decide the product doesn't work for you, you can always return any item. You can contact us by emailing hello@drraoof.com. We keep things very easy!

How do I return or exchange an item?

We definitely want you to be happy with your purchase, so if you'd like to return or exchange it, we're here to make that easy for you. Simply shoot us an email to hello@drraoof.com with your order number and we'll get make sure to start the process for you! .

Is there a customer support chat?

We understand how busy your schedule could be. That's why we try to make ourselves immediately available to answer any question you may have - you can find us in that little green icon on the bottom right of your screen!

How long will it take to receive my order?

Our delivery timeline is 5-10 days after purchase, which is reflected during checkout and in your order confirmation email. You’ll receive a shipping confirmation as soon as your products are on the way. You will have the option of selecting shipping options with faster deliveries.

I received a shipping confirmation, but my tracking information hasn't been updated yet. Should I be worried?

It can take 1-3 business days for tracking details to update after your order ships. Once we create the shipping label, there is some time before your order is picked up by the carrier, at which point you receive your shipping confirmation. If you don't see any tracking updates & your order hasn’t been delivered within 5 business days of receiving a shipping confirmation, contact us and let us know. We'll help sort it out!

Do you offer international shipping?

At the moment we're only available in the United States and US territories. If you'd like to see RAOOF MD in your country, contact us to let us know.

How much is shipping?

Shipping is FREE for all orders over $75! If you're just shopping for that one SPF or cleanser, you'll find the shipping rate calculated at checkout.

How will I know if my order shipped?

You'll receive a shipping confirmation email once your custom products ship; please note your order may ship in separate packages. Each shipping confirmation will tell you which item(s) shipped. You can also check your order status in your account under “Order History.” If your order is shipped, you can track each box there.

I have not received my shipping confirmation order yet; when is my order shipping?

You'll normally receive your shipping confirmation email within a week of placing your order. If you don't see a shipping confirmation email in either your inbox or spam folder and it's been over 5-7 business days, contact us to let us know.

My order is being shipping to the wrong address - what do I do?

Contact us as soon as possible. Once an order is placed, our team is pretty quick about sending it out but we'll do our best to catch it and update the address! Please note that once an order has shipped, we can't re-route it or change the address, but we'll do our best to help.

Can I change the address on my order?

To request an address update for an order you've place and hasn't yet shipped, please use our contact form and provide your full, updated address. In addition, if you're a RAOOF MD Rewards member, please let us know if you'd like to use this shipping address for future orders.

What is your return policy? What are my option if I am not satisfied with my products?

We stand by all of our family's medical grade skincare products with a 100% satisfaction guarantee within 30 days of delivery. If you’re not completely in love with your products just contact our support team. We offer two options: We can help identify which products suit your skin best and apply the credit to this new order, or you can return your order for a full refund.

My package was marked as delivered but I haven't received it - is it lost?

Confused about an order marked delivered but never actually arrived? These cases are usually resolved by the carrier & your package should arrive within the next few days. In the meantime, if you’re able to safely check with your neighbors & mail carrier, they may have more info. If your package hasn’t arrived 5 business days after it was marked as delivered, contact us so we can help!

My order has been Returned to Sender. Can you reship my order?

Oh bummer! Just contact us and we'll be happy to help. Be sure to provide us with your order number and full shipping address so we can confirm your saved address is accurate.

My package was damaged upon delivery. Can you help?

We're sorry to hear that! Just contact us with details of the damage. Please provide us with your order number and the email address associated with your order. Be ready to provide photos of the damage as well. Our team is here for you!

I received my order and it's not correct. What are my next steps?

Oops, sorry about that! Just contact us with details of what is incorrect. Please provide us with your order number and the email address associated with your order. Be ready to provide photos of the incorrect items so we can provide further guidance!

My package is delayed in transit - is it still on the way?

Please check your tracking link for details on the carrier delay. In the meantime, double check that your shipping address is correct (this is in your shipping confirmation email & in your account under Order History). If the address is correct, allow the carrier a few more days to catch up & deliver your package. If it has been 5 business days since the carrier updated your tracking details, do let us know. Please provide your order # so that we can help right away. And if your address is not correct, contact us & let us know the correct address.