FAQ

If you’re waiting for your initial Skin Profile to be reviewed and have not heard from your provider, please make sure your order status is Pending Medical Provider Review. If your Skin Profile is incomplete, go to your Skin Profile to complete it.

You can expect to hear back from your provider within 24-48 hours of completing your Skin Profile. During the weekends and holidays, you can expect to hear back within 72 hours. If your provider hasn’t reviewed your Skin Profile after 48 hours of completing it and you’d like to check the status of your order, please email us at support@dearbrightly.com, and we’ll be happy to help!

Our over-the-counter products ship anywhere in the US. Telehealth regulations for prescription-grade services limit us, but they’re constantly changing, so stay tuned! If we’re not available in your state, please email support@dearbrightly.com, and we’ll look into it.

Currently, we are limited by telehealth regulations and only service certain states in the US. We don’t ship over-the-counter products outside the US right now but stay tuned as things may change in the future!

Expect to receive your order for prescription-grade products within 5-7 business days after completing your Skin Profile. When an order is shipped, a shipping confirmation email along with tracking information is emailed to you. You can also check the status of your shipment in your account Overview.

Yes. Your prescription formulas are compounded by our preferred pharmacy, which offers the convenience of shipping the order to your home and a lower negotiated price. However, we are happy to have your provider send in your prescription to your preferred pharmacy. When choosing your pharmacy, please confirm that they are a compounding pharmacy and are able to receive e-prescriptions. Please email support@dearbrightly.com to let us know your preferred pharmacy before your provider performs your consultation so that your prescription can be sent to the correct place. You’ll only be charged an online doctor’s consultation fee.

We’re not set up to accept HSA/FSA payments directly. If your payment doesn’t go through, you’ll have to check with your insurance to see if your HSA/FSA covers this type of purchase. If you need an itemized receipt after your purchase, just email support@dearbrightly.com, and we can provide it for you. We're happy to help!

Currently, services are not covered by insurance. Also, some insurance companies do not cover prescription retinoids for beauty or cosmetic reasons. However, we're always happy to provide an itemized receipt if your insurance carrier covers prescription retinoids!

Email us: support@dearbrightly.com

For over-the-counter products, all returns or exchanges must be processed within 14 days of receiving the order. You will receive your refund in the original form of payment. Credit card refunds take 5-10 business days to appear on your statement. Shipping fees for returns are not covered by Dear Brightly.

For prescription-grade services/products, you can cancel your order if you have not completed your Skin Profile. No refunds will be issued as your payment has only been authorized, not charged at this point. If your provider has already reviewed your Skin Profile but your order has not shipped, you are eligible for a refund less the provider fee. Unfortunately, we do not accept returns or exchanges for prescription-grade products already shipped or in transit since they are specifically formulated for you.

Please reach out to support@dearbrightly.com with your order ID.

Dear Brightly Support: support@dearbrightly.com


This is the best channel to reach us about anything non-medical. We’re always happy to help! We can help you with questions or concerns regarding billing, order status, address changes, etc.

You can expect to receive a response within 1 business day or sooner. We’re available Monday through Friday from 9 AM to 5 PM PST, so emails received during the weekend and holidays will be answered during normal business hours. There’s a human behind every response and rest assured we’re giving it the attention it deserves.

Please make sure you use the email address registered with your Dear Brightly account and whitelist support@dearbrightly.com to ensure our emails don’t go to your spam folder. If you cannot use the email address that you used to register, please include it in your email. We need as much information as possible to confirm your account.

Your provider is here for you. You can talk to your provider about medical questions related to your treatment on our secure messaging portal, which you have access to as long as you have an active plan. You can expect to receive a response to your message within 24-48 hours during the weekday and 72 hours during the weekend and holidays.

We respect your privacy and the security of all of your information. We’ve taken the necessary steps to ensure your privacy and information are safe via our HIPAA-compliant protocols and system.

If you’d like to talk to your provider via phone or video chat after your initial consult, please email us at schedule@dearbrightly.com to set up a 15-minute appointment for $30.

In the case of an emergency, please see your in-person provider or call 911 immediately.

For any non-medical questions, please email support@dearbrightly.com. We’re always happy to help!

Help your provider better tailor your formula by uploading photos. You need to upload three photos: one selfie and one of each side of your face.

Tips on how to take great photos:

You have a neutral facial expression.
The area is well lit, preferably in natural lighting.
You are not wearing makeup, skin products, etc.
Your hair does not cover your face.
Your face fills the screen.
There are no shadows on your face.
Flash is disabled if there’s natural lighting.
If your provider cannot evaluate you with the photos provided, they may ask that you upload new photos. We respect your privacy and the security of all of your information. We’ve taken the necessary steps to ensure your privacy and information are safe via our HIPAA-compliant protocols and system.

If you encounter an “Unable to upload photo” error or any other error during your photo upload, please log out, then log back in to go to your Skin Profile to upload your photos.

Just like you would when you physically go in for a doctor’s visit, showing a photo ID is necessary to verify your identity. Your ID is not used for anything else. We respect your privacy and the security of all of your information. We’ve taken the necessary steps to ensure your privacy and information are safe via our HIPAA-compliant protocols and system.

No. At this time, providers only review your Skin Profile for the treatment of photoaging in the realm of cosmetics. Although retinoids are proven to treat acne, providers do not review your Skin Profile to treat acne.

In the case of an emergency, please see your primary care physician or call 911 immediately. Dear Brightly’s service is not meant for medical emergencies. It’s very important that you be seen promptly if you have any concerns. Please message your provider with an update should an emergency occur so the appropriate care can be arranged.

You can store your bottle at room temperature in your medicine cabinet or on your bathroom counter or vanity with the rest of your skincare products. Just make sure you keep your bottle away from extreme temperatures! Extreme temperatures may change the texture of your formula, but it won’t make it less effective, so it’s perfectly fine to use.

The bottle uses an airless pump, which keeps the product fresh. When first using the bottle, you may need to prime it by pumping it a few times to remove the excess air. If you’re still encountering problems, email us at support@dearbrightly.com.

You’ll receive a shipping confirmation email with tracking information when the pharmacy ships your order. You can also check your account dashboard’s “Personal info” section for your order status and shipping information. For new orders, your order will ship within 1-3 business days of your doctor consult. Once you’ve been charged for a new refill, your bottle will ship within 1-3 business days. If you have further questions, don’t hesitate to email us at support@dearbrightly.com.

Missing shipment?

In rare cases, a shipment may take up to 36 hours to arrive even if it has been marked as “delivered” by USPS. In the meantime, we suggest confirming your shipping address in your account, looking around your residence, or checking with neighbors to see if the package was placed in a different location, or contacting your local post office.

If you still haven’t received your package after 36 hours from the time your shipment was marked as delivered, please contact us at support@dearbrightly.com.

After your provider has reviewed your Skin Profile and your order status is Pending Pharmacy, you can view your Treatment Plan to learn more about your tailored formula. Your Treatment Plan includes a list of the active ingredients, along with their strengths, in your formula, as well as product application instructions. Your bottle will also come with a prescription label that includes the ingredients and instructions.

Night Shift: Niacinamide, Tretinoin (strengths range from 0.015% to 0.089%), Base: ST-Elastomer 10, Q7-9120 Silicone Fluid, EL-7040 Hydro Elastomer Blend, Vitamin E Acetate, Liquid, Polyglycerol-3 Diisostearique

Daily Sip: Water (Aqua), Ethyl Macadamiate, Diheptyl Succinate, Capryloyl Glycerin/Sebacic Acid Copolymer, Glycerin, Cetearyl Alcohol, Cetearyl Glucoside, Cetearyl Olivate, Sorbitan Olivate, Avena Sativa Kernel Flour, Sodium Hyaluronate, Sclerocarya Bierra Seed Oil, Simmondsia Chinensis (Jojoba) Seed Oil, Butyrospermum Parkii (Shea) Butter, Rosa Canina (Rose Hips) Seed Oil, Xylitylglucoside, Anhydroxylitol, Xylitol, Ceramide EOP, Ceramide NS, Ceramide NP, Ceramide AS, Ceramide AP, Cholesterol, Hydrogenated Lecithin, Glyceryl Stearate, Sucrose Distearate, Propylene Glycol, Polygonum Avuculare Extract, Cereus Grandiflorus (Cactus) Flower Extract, Hydroxypropyl Cyclodextrin, Palmitoyl Tripeptide-38, Caprylhydroxamic Acid, Caprylyl Glycol, Xanthan Gum

Liquid Cloak: Water (Aqua), Ascorbic Acid, Propylene Glycol, Ethoxydiglycol, Propanediol, Ferulic Acid, Tocopherol, Caprylhydroxamic Acid, Caprylyl Glycol, Glycerin, Potassium Hydroxide, Hydroxyethylcellulose, Sodium PCA, Sodium Lactate, Arginine, Aspartic Acid, PCA, Glycine, Alanine, Serine, Valine, Proline, Threonine, Isoleucine, Histidine, Phenylalanine

Neverskip: Active ingredient: Zinc Oxide 10%. Other ingredients: Water, Butylene Glycol, Caprylic/Capric Triglyceride, Dimethicone, Cetearyl Alcohol, Cetearyl Olivate, Polyglyceryl-3 Diisostearate, Sorbitan Olivate, Cetearyl Glucoside, Triethoxycaprylylsilane, Tocopheryl Acetate, Xanthan Gum, Phenoxyethanol, Ethylhexylglycerin, Iron Oxides

Milk Tower: Water, Sodium Lauroyl Methyl Isethionate, Cocamidopropyl Betaine, Aspalathus Linearis (Rooibos) Leaf/Stalk Extract, Camellia Sinensis (Green Tea) Extract, Boswellia Serrata (Indian Frankincense) Extract, Tocopheryl Acetate, Pyridoxine HCI, Silivs, Glycerin, Cetyl Hydroxyethylcellulose, Glycol Distearate, Caprylyl Glycol, Coco-Glucoside, Caprylhydroxamic Acid, Glyceryl Oleate, Glyceryl Stearate, Citric Acid, Niacinamide, Sodium Starch, Octenylsuccinate, Maltodextrin, Calcium Pantothenate, Sodium Ascorbyl Phosphate

Yes. Right now, we only have an auto-refill plan with an option to cancel anytime. We offer an auto-refill plan because dermatologists really encourage consistent use to prevent “retinization.” Retinization is the period of time in which your skin needs to adjust to retinoids, which usually lasts 4 weeks. When you stop using retinoids for more than that time period, you’d have to start all over, and your skin would have to re-adjust to the product. Your first-time trial bottle is a 2-month supply, and subsequent refills are a 3-month supply.

Refills are sent out every 3 or 4 months to reduce carbon footprint. You can select your frequency in your Account settings.

Your first refill will ship out 2 months after your trial bottle, then you will receive refills every 3 or 4 months. You can view your shipment date in your Account settings.

You can view your next shipment by going to your Account dashboard

We’re always here for you, and you can restart your plan anytime! We only allow one account per patient since it’s connected to a medical visit. You just need to log in and add the items you'd like to receive back to your plan.

Log into your account , and under "My plan," you'll want to click "Plan." Add the products you wish to receive back to your plan and choose their shipment dates and frequency.

If you’re due for a returning visit (i.e., it’s been over a year since your last visit), you’ll need to update your Skin Profile so that your provider can make sure your formula is evolving along with you.

Your auto-refill plan is flexible, and you can cancel at any time. Log in to your account, and under "My Plan," click on the tab "Plan," and from there, you can edit the frequency, pause your plan or cancel entirely. Please note if you have an order that is currently pending, this option will be temporarily disabled.

If you’re new to the product and have not used it for more than 90 days, your formula may not have enough time to work on your skin. It can take up to 2-3 months to see how your skin reacts to any new skincare product, including prescription medication.

Your skin may need time to get used to the product. In order to do so, your provider may intentionally start you on a lower (“starter”) strength before ramping you up to a higher strength for all of your remaining refills (this would be the highest strength you’ll get before your next evaluation). You can refer to your Treatment Plan to view the strength of your formula.

If you have an upcoming refill and receive a reminder email, you have 5 days to make any changes. Please make sure you cancel within 2 business days of your next ship date. You can check your next ship date in your Plan settings. Once your card is charged, the pharmacy will start working on your order. Returns are not accepted, and any plan changes will take effect on your next ship date.

You can confirm your cancellation through your Account dashboard

You can upgrade your plan to a set that includes your tailored formula, along with Skinship, Liquid Cloak, Milk Tower and Neverskip.To upgrade, log in and under the "Plan" tab and add the products you'd like to receive. Please note that you'll need to select the dates and frequency for the deliveries that work best for you. You can edit this information at anytime!

You get billed when a new refill is processed. You can view your next shipment in your account dashboard.

We also send a reminder email a week before your shipment. Please make sure you add support@dearbrightly.com to your contacts list to ensure our emails don’t go to your spam folder. You have 5 days from receiving this email to make any changes, including postponing your shipment and canceling your plan.

Once your card has been charged successfully, the pharmacy processes your order and ships it to you within 1-3 business days. No returns are accepted, and any changes to your plan made at this time will only take effect on the next shipment.

If you have an upcoming refill and receive a reminder email, you have 5 days to make any changes, including postponing. To postpone your next shipment, log into your account. You can see your next shipment date and choose to delay your next shipment by 15 or 30 days.

Please make sure you postpone 2 business days before your next shipment. Once your card has been charged successfully, the pharmacy will start order fulfillment. No returns are accepted. Any changes made will take effect on the next shipment. If you have any questions, please email support@dearbrightly.com. We're here to help!

You can process an order earlier than your set shipment date as long as 30 days have elapsed from your last shipment. Log into your account, and under "Upcoming orders" click "Edit" and choose to ship now from the dropdown box.

You will be charged immediately and, if the payment is successful, the pharmacy will fulfill and ship your order within 1-3 business days. Your next shipment date will update to 90 days from this early shipment date. However, you can always change this date in your account dashboard.

You can update your payment details by logging into your account and under "Account" clicking the "Personal info" tab and choose to update your payment method.

Please note your card must be updated a minimum of 1 full business day before your next scheduled refill to apply to that order. If you’d like confirmation that your card has been updated or that a payment has been processed, please email support@dearbrightly.com. We’re always happy to help.

We want your orders to go to the correct address! You can update your shipping address and phone number by going to Personal info. Make sure you see a confirmation message that says your update has succeeded after clicking Save to ensure your account has been updated. If you’re having any trouble, please email support@dearbrightly.com.

If you have an upcoming shipment, you’ll need to update your shipping information 2 business days before. Once your card has been charged successfully, no updates can be made.

Please note if you’re moving to a new state, you’ll need to confirm if we cover that state. We may need to assign a new provider to you depending on where your current provider is licensed.

If you need to update your email, please email support@dearbrightly.com and provide the email address you registered with.