FAQ

Customer Support

For any questions, concerns, assistance or press inquiries, please email us at hello@doctorrogers.com and our team will respond within 24-48 hours.

If you are interested in becoming an authorized retailer of Doctor Rogers RESTORE products, please contact us at hello@doctorrogers.com and include the following information:

  • Store name
  • Contact name/email
  • Distribution channels
  • Website
  • Instagram handle

For any questions or interest in social media collaborations or partnerships please email us at social@doctorrogers.com.

Orders

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

Once you place your order, it will take one business day to process it. You will receive a shipment confirmation email with tracking information once your package ships. Once shipped, orders take about two to three business days to arrive.

Do you include packing slips?

We include a packing slip in every order.

What forms of payment do you take?

We accept all major credit cards, PayPal, Amazon and Apple 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 hello@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 are RESTORE Rewards?

RESTORE Rewards are points you can earn through our online store to purchase Doctor Rogers RESTORE products. Our rewards program works as follows. Every $1 that you spend on our website equals 1 point. Once you've accumulated 500 points, you'll receive $5 off your purchase; at 1,000 points, you'll receive $10 off your purchase and at 2,500 points, you will receive $25 off your purchase! You will also receive additional points on your birthday and by sharing Doctor Rogers RESTORE content on social media!

Shipping

Where do you ship?

We currently ship domestically to all 50 states. We are working on making Doctor Rogers RESTORE available internationally. For a list of authorized international retailers, check out our authorized retailer page, here.

What types of shipping do you offer and how much?

Standard shipping is free on all orders above $30. Priority shipping is offered for $20 and express overnight shipping is available for $100.

Where is my order?

Once your order ships, you will receive a confirmation email with your tracking information and estimated delivery date.

What is Route?

We’ve partnered with Route — a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:

Route+

Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise

Purchased Route+ and need to file a claim? File here

The Route App (Free)

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Haven’t downloaded the app yet? Download here

Where is my order?

Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.

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.

route-protection

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.

route-protection


If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (206) 257-7237 and we will be happy to work with you to remedy the situation.

What do I get when I insure my order with Route+?

Route+ is premium package protection for your online orders. 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.

What are Route’s terms and conditions?

Route’s terms and conditions are listed here.

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. You can also file a claim here.


Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

Does Route+ cover stolen items?

Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.


Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

Is Route a licensed insurance company?

Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

Returns

What is your return policy?

We unconditionally guarantee your full satisfaction. Each Doctor Rogers RESTORE product comes with a money back guarantee. If you are not fully satisfied within 30 days, we will offer you a full refund after you ship back your product. Email us at hello@doctorrogers.com. and our customer service team will assist you with your return.

What if my item is damaged, defective, or incorrect?

If the order shipped to you was not the order you placed, or any items were damaged or defective, please email hello@doctorrogers.com. In your email please include your order number, as well as photo proof for our team to further investigate. Our customer service team will assist you with your exchange.

How are refunds processed?

Once we receive your returned product(s), please allow one business day to refund your original form of payment. Please note that shipping charges will not be refunded.

Products and Packaging

Are all of the ingredients in Doctor Rogers RESTORE products natural?

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

What skin types are Doctor Rogers RESTORE products appropriate for?

Doctor Rogers RESTORE products are ideal for all skin types and all ages, especially those with sensitive 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 in our ingredients glossary. If you have a question about specific ingredients, please email our customer service team.

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

Doctor Rogers RESTORE products use plant-based ingredients that are safe to use on children, adults and pregnant/nursing mothers. They are an excellent choice for everyone in the household! Doctor Rogers RESTORE Healing Balm is safe to use on pets and is perfectly 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?

We recommend using RESTORE Face Wash, Face Cream and Face Lotion within six months after opening and using RESTORE Healing Balm within twelve months after opening. Extreme heat or cold for short periods of time should not impact efficacy, though formula texture or color may change slightly. All RESTORE products have passed 12 month PAO (Period After Opening) testing.

Are your products vegan and gluten-free?

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

Where are your products made?

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

Are the products patented?

Yes, Doctor Rogers RESTORE product formulas have a provisional patent filed.

What liner do you use on your aluminum tubes? Is it BPA and free of toxic chemicals?

At Doctor Rogers RESTORE, our mission is to develop the highest quality products possible while ensuring a level of safety that is unmatched. We are overly selective when it comes to choosing ingredients that will not accumulate in our bodies or the environment and the same selective standards apply to our product packaging.

The liner we use in our aluminum tubes is made from a polyphenolic (modified polyester) resin that is BPA-free, void of any toxic chemicals and shipped to our manufacturer from Europe. It is one of the safest liners on the market and is widely used in packaging for pharmaceuticals, food, beverage and personal care use in the European Union and the United States. Additionally, our liner is registered with the Food and Drug Administration (FDA), Council of Europe Resolution, The CEPE European Code of Practice and is compliant with the Code of Federal Regulations, the regulations set forth by the US government and FDA.

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 a fossil fuel is kind of gross. It was developed in 1870, distilled from a jelly-like precipitate found on oil rigs and wells. 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, neomycin, vitamin E that can irritate the skin. Dr. Rogers regularly sees reactions to these in her clinic. She used to recommend plain Vaseline after procedures but as an increasing number of patients wanted a petroleum-free option and she wanted a hypoallergenic option - so she created RESTORE Healing Balm.

Is Doctor Rogers RESTORE Healing Balm for Winter Stone safe for my tattoo?

Doctor Rogers RESTORE Healing Balm for Winter Stone was created for tattoo aftercare to aid in healing. It has undergone extensive safety and clinical testing. It is recommended by physicians on healing skin after procedures, as well as the most fragile and sensitive skin. For more information, please see our use case on tattoo after care.

Doctor Rogers and RESTORE

Who is Dr. Rogers?

Dr. Heather D. Rogers, creator of Doctor Rogers RESTORE, is an extensively published, nationally recognized expert in Dermatology. She created RESTORE products for her patients using only the purest, plant based ingredients to aid in healing the skin and maintaining optimal skin health.

Dr. Rogers attended Stanford University, University of Washington School of Medicine, and then Columbia University Medical Center for her dermatology residency and fellowships with extensive training in Mohs micrographic surgery, surgical reconstruction, laser procedures and aesthetics. She lectures nationally, well published and is an active member of the American Academy of Dermatology Media Expert Team. Dr. Rogers has a large, thriving practice in Seattle, Modern Dermatology.

If I am in the Seattle area, can I book an appointment with Doctor Rogers?

Absolutely. Please phone her office (206-486-2982) and her staff will arrange for a consultation appointment.

How long has RESTORE been in business?

Dr. Heather Rogers has been practicing Dermatology for nearly 20 years. The new Doctor Rogers RESTORE was launched in 2015. The business name is Doctor Rogers Skin Solutions LLC.

Testing

What testing has Doctor Rogers RESTORE undergone?

All RESTORE products have passed rigorous testing including:

CHALLENGE TESTING

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

EYE IRRITATION TESTING RESULT

No irritation or 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: RESTORE had 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: RESTORE had no separation, discoloration, scent and pH changes.

Gifting

Do you sell gift cards or gift certificates?

We currently do not offer gift cards but we suggest entering your desired recipient’s information in the "Ship To" section during checkout.

Please note: all orders come with a packing slip which includes pricing.

Doctor Rogers RESTORE does offer a gift set option, including our whole product line. You can find it here.

Terms of Use

You can find the Terms of Use here .