FAQ

Product

Do I need to use all of these products for it to be effective?
Our products do work best as a total system, but even more importantly, they’re designed to fit into your specific skin care regime. Just make sure to read and follow the instructions for use to ensure you get the best possible results.

Do you offer products for men too?
We’re planning to launch our men’s line in early 2019.

How can I improve my skin’s appearance and texture?
The first step in any skin care regime is cleansing. This helps prepare the skin and make sure that you’re working on a clear surface (and not accidentally on any oil & dirt that your skin may have gathered during the day). Whatever else you may do as part of your regular care routine, you need to be cleaning your skin daily.

The next step is using a good exfoliant or mask, which is key to improving not only the appearance of pores, but skin texture overall. Unfortunately, each day our skin comes in contact with the bad stuff – the dirt, dust, debris- that clogs our pores and irritates our skin. A good exfoliation routine gets all that bad stuff off of your skin in a gentle yet effective way. You should be exfoliating 1-2 times per week, but don’t overdo it. Think of it like the enamel on your teeth – you want to clean your skin, but not erode or wear it down.

How can I improve skin radiance?
Skin radiance – that healthy glow – comes from regularly using a total approach to skin care. The Pö Derma family of products work in just that way, and they make sure that you have the right products to effectively clean, repair, restore and maintain your skin’s natural beauty.

How can I keep lips looking fuller?
Lips look healthy and fuller when they are properly hydrated and protected. That’s why Pö Derma’s lip balm has hempseed oil which is rich in omega fatty acids & lineolic acids – both important to keeping the skin on your lips healthy, without feeling heavy on your lips.

I’m seeing lines and wrinkles on my face, which is making me look older than I am. How can I keep myself looking young / younger and prevent ageing?
It’s all about building the right foundation. A proper skin care regimen needs to cover all the bases – it needs to clean your skin to prepare it, remove any oils or dirt that the skin may have accumulated during the day, repair any damage, and then finally reinforce and maintain it. That doesn’t mean simply using a bunch of products – it means using the right ones.

Once you have a good skin regimen that works for you, it’s always helpful to avoid sun exposure, smoking & alcohol (because they directly damage your skin, introduce dirt or debris, and dehydrate your skin). Lots of water is the perfect finishing touch to keep your skin well hydrated and always looking youthful.

Is it for all skin types?
Our products are formulated to work with all skin types.

What if I have a question about the products or how to use them?
We’re here for you to help answer any questions you have. To reach us during business hours (9am-5pm, Monday to Friday, eastern time), you can chat with us here.

You can also email us at [email protected]oderma.com, and we’ll get back to you by the next business day.

Where are Pö Derma’s products made?
All of our products are made in Canada.

Why is the Luscious lip balm green?
That’s the hempseed oil – one of the feature ingredients in our proprietary formulation. Hempseed oil is rich in omega fatty acids & lineolic acid, which is what your lips want and need in order to be plump, soft and healthy.

Another plus: our Luscious lip balm is completely vegan!

Will I get any reactions when using the products?
It’s always important to read the directions when using any skin care product, especially the first time, so that you can get the best guidance for your routine on when & how to use, and what to avoid.

Orders & shipping

Can I buy Pö Derma products as a gift?
Absolutely! When you place your order simply enter an alternate shipping address and name at Step 3 on the checkout.

Can I cancel my order?
It is not possible to cancel your order once your order has been accepted by our online store.
Can I get my products shipped faster? Stay tuned – expedited shipping is coming soon.

How can I track my order?
You’ll receive a shipping confirmation and tracking information once your order has shipped. If you have any questions, please email us at [email protected]

How long will it take to receive my products?
All orders are shipped via standard post within 1 business day of receiving your order, possibly sooner. Depending on where you are located, it could take up to 7 business days to arrive (though less if you’re in a major city). If you have any questions about your order’s status please email us at [email protected].

How much is shipping?
Standard shipping is included at no extra charge.

I don’t live in Canada but the person I’m buying this for does. Can I still order?
Absolutely!

What if my shipment arrives damaged?
We certainly take every precaution to make sure that your order arrives in perfect condition, but sometimes shipping problems do happen.

If this happens, please email us at [email protected], and include a picture of the damaged product. We’ll send your return instructions and as soon as we receive your items back, and we’ll ship you out a fresh order at no additional cost.

When do you charge my credit card?
Credit cards are charged once the order is ready to ship.

Where can I buy Pö Derma products?
You can buy our full range on our online store – just click here.

We occasionally have popups too- register for our mailing list and stay up to date on all the latest news.

Where will you ship to?
We ship within Canada.

Will you gift wrap my order?
Stay tuned – we’ll be launching this service soon.

Will you ship outside Canada?
At this time we are not shipping internationally. We do plan to start shipping outside Canada in late 2018 – sign up for our newsletter to be kept up to date on all Pö Derma happenings.

Will you ship to post office boxes?
Yes, we will ship to PO boxes in Canada.

Payment method

Can I send you cash or cheque to pay for my order, instead of using a credit card?
At this time we only accept major credit cards for payment.

Do you accept Interac?
At this time we do not accept Interac payments.

Which credit cards do you accept?
We accept all major credit cards.

Your Security

Is my financial information secure?
Your security and privacy are of the utmost importance to us. We leverage Stripe to process payments, and benefit from their top-tier security protocol.

For more information, see the Stripe privacy policy.

Is my personal information and data safe?

Absolutely. We understand that in order to serve you effectively we need to ask you to share and store personal information with us. We take this responsibility very seriously, utilizing multiple strategies to keep your data secure, including delivering the site over a secure connection, not storing credit cards on the site, and ensuring all service and application software is kept up-to-date. You can increase the security of your own account by keeping your passwords up-to-date, not sharing them with anyone and always using strong passwords.

For more information, please see Pö Derma’s privacy policy and terms of use.

Returns

My products are causing an unusual reaction on my skin. How do I return them?
If you’re experiencing an unusual reaction after using our products as directed by the instructions on the box, please email us at [email protected], with a description of what you’re experiencing (as well as a picture if you’re able to). We’ll send you return instructions right away.

Once we receive your products back we’ll send to our lab asap to take a better look. Please know that it could take as much as 60 days for us to receive the lab’s full results but we will do our utmost to make it as fast as possible.

If our lab finds that the products were actually faulty we’ll contact you right away and you can decide if you want us to send you a replacement order (at no additional cost), or if you want a refund to your original method of payment.