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?”
Backed by our research team, we guarantee a 100% worry-free refund.
[Dr.Melaxin 100% Refund Policy]
- Refund Shipping Costs: Customers are responsible for the cost of return shipping.
If the item was shipped with free shipping, the original shipping cost will be deducted from the refund. - Return Address: Items must be sent directly to the Dr.Melaxin warehouse by the customer.
- Refund Request Period: Refunds must be requested within 14 days of receiving the product.
- Product Limit: A maximum of one product per individual is eligible for a 100% refund.
[Conditions Where 100% Refund is Not Applicable]
- If more than 1/3 of the product has been used.
- If more than 15 days have passed since you receive the product.
* Important Notes
- Contact Customer Service: Before initiating a return, customers must first contact Customer Service to submit a return request
and then send the product according to the provided instructions. - Return Authorization: Once your return is accepted, we will send you instructions on how and where to ship the return.
Products returned without prior authorization will not be accepted. - Prepaid Shipping: Customers are responsible for prepaid shipping for returns.
Refunds will not be processed for receiver-paid shipments.
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 $70.00.
Flat shipping fee $6.99 will be charged for all orders under $70.
Q: “What are the restricted shipping areas?”
- AS: American Samoa
- GU: Guam
- MP: Northern Mariana Islands
- VI: U.S. Virgin Islands
- Mainland: Hawaii, Alaska, Military bases
Q: “I would like to know the shipping schedule for the product.”
Merchandise is generally processed and prepared for shipment within 18 days of the order being placed, Monday through Friday (business days only).
Orders placed on Saturday, Sunday, or on a public holiday will be processed on the next business day. In such cases, the merchandise will be shipped within 5 days of the next business day.
Q: “I would like to know how long it takes for my order to be shipped out and the total shipping period.”
Under normal circumstances, orders are delivered within 7– 18 business days from the date of shipment. Delivery times may vary depending on destination, carrier workload, and other factors outside our control.
All delivery timeframes are estimates only and are not guaranteed.
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, Dr. Melaxin 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.
