Customer Support 

For any questions, concerns, assistance or press inquiries, please email us at support@doctorrogers.com and our team will respond within 48 hours.

New Packaging

Did the product formulas change with the new packaging?

No, all Doctor Rogers product formulas remain the same, just in better packaging!

Why did you switch from aluminum tubes to plastic tubes?

While aluminum is an easily recyclable material, the small size of our tubes makes them actually difficult to recycle in the United States.  We also received feedback about tubes cracking over time, and product being wasted. Our plastic tubes are made with 50% monomaterial PCR and can be recycled again. 

Why are the body products still in the old packaging?

We still have some inventory of the body products in their current packaging and don’t want to be wasteful!  Stay tuned for those to launch in new packaging soon. 

What did the pricing for some of the products change?

In sourcing new packaging for all of our products, we were able to source some at a lower cost, while the costs of ingredients have gone up significantly.  We’ve tried our best to pass along any savings to our customers and only increase pricing that we absolutely had to. 

Orders

How long will it take for me to receive my order?

Once you place your order, it typically takes 1-3 business days to process it. You will receive a shipment confirmation email with tracking information once your package ships. Once shipped, orders typically take 3-5 business days to arrive.

Do you include packing slips?

Yes, we include a packing slip in every order.  The packing slip does not show the price of the products ordered.

What forms of payment do you take?

We accept all major credit cards, PayPal, Venmo, Amazon, Shop Pay, Google Pay, and Meta Pay. You also have the option to use Afterpay, a credit service provided to pay for your order in monthly installments.

Can I change or cancel my order?

If you would like to cancel, change, or add to your order you can email us at support@doctorrogers.com. However, once your order has been fulfilled, we cannot make any changes. Alterations to your order are not guaranteed.

Can I use multiple promotional codes?

Only one promotional code can be used per order.

What if my order never arrives or is stolen?

To protect your order against loss or theft, add Route package protection at checkout. When you add Route, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

What if my order is damaged?

To protect your order against damage that occurred during shipping, add Route package protection at checkout. When you add Route at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Returns

What is your return policy?

We guarantee your full satisfaction with your purchase, but every Doctor Rogers product comes with a money back guarantee just in case. If you are not fully satisfied within 30 days, we will offer you a full refund (minus any shipping or Route insurance costs) after you ship back your product. Email us at support@doctorrogers.com and our customer service team will assist you with your return.

Once we receive your returned product(s), please allow 3-5 business days for us to process your return. The refund in the original form of payment may take 5-10 business days to reflect in your account after it has been processed. Please note that return shipping charges will not be refunded.

Shipping

Where do you ship?

Doctor Rogers ships domestically to all 50 states. 

What types of shipping do you offer and how much?

Standard shipping is free on all orders above $40. UPS 2-day shipping is offered for $20, and express overnight shipping is available for $100.

How do i file a claim for my lost, stolen or damaged order?

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a claim. Use the Order Number or the Route Order ID with the claim form.

Products

Are all of the ingredients in Doctor Rogers products natural?

All of the ingredients in Doctor Rogers products are plant-based, vegan, cruelty-free and biodegradable.

What skin types are Doctor Rogers products appropriate for?

Doctor Rogers products are ideal for all skin types and all ages, especially those with sensitive or mature skin.

What if I have an allergic reaction?

All of our products are certified hypoallergenic and are free of fragrance and common irritants. Please check our ingredients glossary if you have any specific allergies and email our team with any concerns.

Where can I find ingredient listings?

You can find a full list of ingredients in each product located on the product page on our website as well as in our ingredients glossary. If you have a question about specific ingredients, please email our customer service team.

Are Doctor Rogers products safe for my children and pets? Can I use them while pregnant or nursing?

Doctor Rogers products are safe for children, adults and pregnant/nursing mothers. They are an excellent choice for everyone in the household including pets! Doctor Rogers Restore Healing Balm is even safe if ingested. It is USP grade (the highest grade available) making it acceptable for food and drug use.

How long will my product last?

All products are labeled with either a 6 or 12 month period after opening. Extreme heat or cold for short periods of time should not impact efficacy, though formula texture or color may change slightly.

Are your products vegan and gluten-free?

Yes, all Doctor Rogers products are gluten-free and vegan.

Where are your products made?

All Doctor Rogers products are made in an FDA certified manufacturing facility in the USA.

Why does Restore Healing Balm have no petroleum?

Petroleum is safe for the skin but is not renewable and the concept of covering your skin with fossil fuel is kind of gross. Further, petroleum prevents water loss but does not feed the skin, it just sits on top of it. Products like Aquaphor, Bag Balm, Neosporin, Polysporin, Skinceuticals Hydrabalm, Elta MD Laser Balm and many others in addition to the petroleum base, have common allergens in them like lanolin and neomycin that are common causes of allergic reaction. Dr. Rogers regularly sees these reactions in her clinic.

Restore Healing balm prevents water loss while providing free fatty acids the skin can use to heal and glycerin to pull water back into the skin. By providing food, water and shelter to healing skin, it heals so much faster than when just using Vaseline or Aquaphor.  

Testing

Challenge Testing

A third party lab inoculated the product with multiple strands of bacteria and fungus to test if the formula will prevent their growth. 

RESULT: Inhibited the growth of all tested bacteria and fungus.

Repeat Insult Patch Testing

Patches containing RESTORE Healing Balm were affixed to the backs of 50 human subjects for a 48-hour period, this process was then repeated 9 consecutive times and evaluated by trained laboratory personnel. 

RESULT: No allergic reaction identified.

In-house Stability Testing

The product was exposed to increased temperatures (4, 25, 40 and 45 Celsius) as well as freeze/thaw and stress tests. 

RESULT: No product separation, discoloration, scent or pH changes.

2-Year Lab Stability Testing

Conducted a 2-year Shelf Life/Stability Test under normal room temperature and humidity conditions with the product evaluated at 0, 3, 6, 9, 12, 18 and 24 months.

RESULT: No separation, discoloration, scent and pH changes.