How Can We Help You?

General Order Processing Information

All orders are processed within one to two business days (processing time does not include weekend days or major holidays). During high volume periods, such as new product launches and sales, orders may take up to 5 business days to leave our distribution center.

Orders placed on Saturday and Sunday will be processed the following Monday.

Orders for Expedited Shipping will be processed the same day if received by 12:00 PM EST.

Please note:  All purchases are subject to a bank authorization prior to processing. Only authorized purchases will be processed and shipped.

General Shipping Information

Delivery timeframes are estimates and may vary due to carrier delays and external factors outside of our control, including weather conditions, holidays, and periods of high shipping volume.

• For orders shipping to an address in the United States via Free Shipping, please allow 6-10 business days for delivery after the order has been processed and dispatched from our Distribution Center.
• For orders shipping to an address in the United States via Fedex Smartpost, please allow 3-6 business days for delivery after the order has been processed and dispatched from our Distribution Center.
• For all International Orders (any order outside the USA), the shipping charge is a flat $25.00 fee and will ship via USPS International Priority Mail or Fedex International Economy, whichever is most compatible with the country that the order is being shipped.

Once an order ships and transfers to the carrier, the carrier is responsible for transit. However, we will continue to assist where possible to help resolve any delivery-related concerns.  

We encourage you to report any delivery issues as soon as they are identified so we may provide the most effective assistance.

For support, please contact our Customer Care team at info@kaplanmd.com, or call (323) 980-9872 during normal business hours.

Business hours are Monday-Friday, 8:00am-4:00pm PST, excluding US Holidays.  

You will receive an Order Confirmation immediately after your order is placed. If you do not receive an order confirmation, please check the spam folders in your email.

Once the order has shipped, you will receive a Shipment Confirmation with a tracking number. You may check the status of your most recent order(s) by referencing your Shipment Confirmation. This is the easiest and fastest way to get the most current information regarding your KAPLAN MD Online orders.

When you click on your tracking number, you will be redirected to the carrier’s website to view the delivery status of your order. You can also enter your tracking number on the carrier’s website directly, if you wish. This will provide you with detailed shipping information about your current order.

Please note: Some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

For time sensitive requests, such as order cancellations or address changes, please call us toll-free at +1 (800) SKIN-HELP or email us at info@kaplanmd.comfor assistance.

Our business hours are Monday-Friday, 8:00am-4:00pm PST, excluding US Holidays. 

Order Not Delivered / Delayed

We recommend reviewing your tracking information for the most up-to-date delivery status.

If your tracking has not updated for 4 business days, please contact our Customer Care team at (323) 980-9872 or email info@kaplanmd.com, Monday–Friday, 8am–4pm. Kindly include your name, order number, and a brief description of your concern. Our team will review your shipment and, when appropriate, coordinate with the carrier to initiate a trace or investigation.

Please note that carrier investigations are subject to carrier timelines and may take up to 14-days to complete.

Order Delivered to Incorrect Address / Missing Package

Packages marked as delivered by the carrier are considered fulfilled.

When a tracking status indicates that a package has been delivered, we recommend checking around the delivery location, with neighbors or household members, and with any building staff or reception areas, as well as any alternate delivery locations.

If your package cannot be located, please contact our Customer Care team at (323) 980-9872 or email info@kaplanmd.com, Monday–Friday, 8am–4pm, as soon as possible so we may assist in reviewing the delivery with the carrier. Please include your name and order number in your message.

Important Note: Delivery-related concerns must be reported within 14 days of the reported delivery date. Delivery-issues reported beyond this 14 day window will not be eligible for a replacement or refund due to carrier limitations in investigating delivery data beyond 14 days.

Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons include:

• Item(s) is not available.
• Difficulty in processing payment information.
• Cannot ship to address provided.
• A duplicate order was placed.
• Cancelled due to a customer request.

If your order is cancelled, you will receive an email notice to explain the reason for the cancellation. You will not be billed for any cancelled items.

If you have questions about a cancelled order, please contact KAPLAN MD Customer Service at +1 (800) SKIN-HELP or via email to  info@kaplanmd.com.

Business hours are Monday-Friday, 8:00am-4:00pm PST, excluding US Holidays. 

If for any reason you are not happy with your purchase on kaplanmd.com, we do offer a 30 day return policy.

In order to process your return, please ship your product back to us at the address below within 30 days of receipt, along with any free gifts or promotional items that were shipped with the product. For a full refund to be issued, the product container must contain at least 50% (at least half) of its original content. For products that are returned less than 50% full, a partial credit will be provided.

Return Shipping Address:

KAPLAN MD Skincare Distribution Center

ATTN: RETURNS
2580 Corporate Place, Suite F104
Monterey Park, CA 91754

Only products purchased on our website, www.kaplanmd.com, may be returned for a refund. Upon receipt at the address stated above, your return will be processed promptly for the full purchase price of your products and any applicable sales taxes paid. Shipping fees are non-refundable. In addition, any promotions or discounts that were applied to your original order will also be deducted from your refund. 

To expedite your return more efficiently, please include the original packing slip in the return shipment.

For your protection and to ensure prompt delivery, we recommend that you send your return via Fedex, UPS or insured Parcel Post. 

Please note: To ensure a Full Refund, any Gift with Purchase item that was included with your original order must returned as well. Gift items that are not returned with your shipment will be charged their full retail value and deducted from the refund.

If you have questions about returns, please contact us by phone at +1 (800) SKIN-HELP or via email to info@kaplanmd.com.

Business hours are Monday-Friday, 8:00am-4:00pm PST, excluding US Holidays. 

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at +1 (800) SKIN-HELP or via email to info@kaplanmd.com.

Damages reported more than 14 days from date of delivery will not be accepted for exchanges or refunds.

When contacting us, please provide the order number along with your email address and phone number for faster service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

Business hours are Monday-Friday, 8:00am-4:00pm PST, excluding US Holidays.  

• Only (1) Discount or Offer Code may be applied per order. Discount and Offer Codes cannot be stacked.
• Free Shipping promotions are available to standard domestic shipments only (expedited and international shipping are excluded), unless otherwise stipulated.
• If you receive a free item with the purchase of a full-price item and wish to return the full-price item, you must also return the free item or its full retail value will be deducted from your refund.
• Promotional Offers, Sales, Promotional Codes and Coupons (collectively, “Promotions”) are only available for a limited time only, and must be redeemed within the applicable offer time period on the Site. KAPLAN MD has the right to cancel, change or alter any of its Promotions, at any time, without notice and in its sole discretion. 

In addition: 

1. Promotions CANNOT be applied to previous purchases or previous orders.

2. Promotions CANNOT be combined with any other offers or discounts, including price matching of any other retailer.

3. Promotions must be entered/redeemed PRIOR to completing an order. Our Customer Service CANNOT retroactively apply any codes or coupons to previously placed or pending orders.

4. KAPLAN MD reserves the right to cancel any order due to unauthorized, altered, or ineligible use of Promotions.

If you have questions, please contact us by phone at +1 (800) SKIN-HELP or via email to info@kaplanmd.com. Our business hours are Monday-Friday, 8:00am-4:00pm PST, excluding US Holidays.