Dermatech Shipping Policy

Applies to: All orders placed through getdermatech.com

This page explains exactly when your Dermatech will leave our warehouse, how long it takes to reach you, what your delivery options cost, and what to do if something goes wrong along the way.

1. Order Processing Time

Every order goes through a short processing window before it's handed to a courier. This is separate from delivery time and covers picking your order, packing it, and generating a shipping label.

Processing takes 1 business day from the moment your payment is confirmed. Business days are Monday to Friday, excluding South African public holidays. If you order on a Friday afternoon, a weekend, or the day before a public holiday, your 1 day processing window starts on the next business day, not the calendar day you placed the order.

You'll receive an order confirmation email immediately after checkout, and a separate shipping confirmation email with your tracking number once your order has actually left our warehouse. If you don't see the shipping confirmation within 2 business days, check your spam folder before contacting us, as it occasionally lands there.

2. Delivery Options and Costs

We offer two courier speeds at checkout. Both figures below are in South African Rand and reflect delivery time only, counted from the day your order is handed to the courier, after the 1 to 2 day processing window above.

Standard Shipping, R150 Delivery within 3 to 7 working days. This is our default courier service and the option most customers select. The wider window reflects the fact that we ship nationwide, including to areas outside major metros, where courier networks take longer to complete final-mile delivery.

Priority Shipping, R250 Delivery within 2 to 5 working days. This option routes your order through a faster courier tier and is the better choice if you're working toward a specific date, such as an event or trip.

Neither option currently ships outside South Africa. We only deliver to addresses within South Africa at this time.

3. Why the Window Is a Range, Not a Fixed Date

We'd love to give you a single guaranteed delivery date, but courier timelines genuinely vary by destination. A Standard order to Johannesburg, Cape Town, Durban, or Pretoria often arrives toward the front of the 3 to 7 day window. A Standard order to a smaller town or a rural area can reasonably take the full 7 working days, simply because of how many handoffs the package goes through to get there. Working days mean Monday through Friday; weekends and public holidays don't count toward either window, and a package that's already in transit over a long weekend will simply resume moving on the next working day.

If your delivery is taking noticeably longer than the applicable window for your shipping option, don't wait it out silently, contact us and we'll look into it with the courier directly.

4. Tracking Your Order

Once your order ships, your shipping confirmation email includes a tracking number and a link to follow its progress with the courier. Tracking updates can occasionally lag behind the package's actual physical location by a day or so, particularly right after the package is first collected, so don't be alarmed if tracking shows no movement for the first day.

If your tracking number isn't working, or hasn't updated in more than 2 working days, email us with your order number and we'll chase it up on our end.

5. Address Accuracy

We ship to the address you enter at checkout exactly as written, so it's worth double-checking unit numbers, complex or estate names, and postal codes before you confirm your order. If you spot an error immediately after ordering, email us right away. Once your order has moved into processing, we can't guarantee an address correction will reach the warehouse in time, and once it's already with the courier, an address change may not be possible at all and could result in a returned or lost parcel.

Orders returned to us due to an incorrect address, or because no one was available to receive the parcel after multiple delivery attempts, will need a new shipping fee paid before we can resend the package.

6. Delays Outside Our Control

Courier delays can occasionally happen for reasons outside anyone's control, including severe weather, regional strikes, high-volume periods like Black Friday or the December holiday season, or customs and logistics disruptions. When we're aware of a delay affecting a specific region or courier route, we'll post an update or notify affected customers directly where possible. During known high-volume periods, delivery windows may run slightly longer than the ranges listed above, and we'll flag this at checkout when it applies.

7. Lost or Missing Parcels

If tracking shows your parcel as delivered but you haven't received it, first check with neighbors or building reception, and confirm the delivery address on file matches where you expected it. If it genuinely can't be located, contact us within 5 working days of the delivery date shown in tracking so we can open an investigation with the courier. For parcels that are confirmed lost in transit and never delivered, we'll send a free replacement or process a full refund, whichever you'd prefer.

8. Damaged in Transit

If your Dermatech arrives with visible damage to the packaging or the device itself, keep all original packaging and photograph the damage before you contact us. This is handled under our refund policy as a defective unit, meaning replacement or refund at no cost to you, including return shipping.

9. Multiple Items in One Order

If you order more than one Dermatech unit or add-on accessories in a single order, they're shipped together in one parcel wherever possible. If an item is temporarily unavailable, we'll contact you with the option to wait for the full order to ship together or have available items sent first with the remainder to follow at no extra shipping cost.

10. Questions

For anything not covered here, email support@getdermatech.com with your order number and we'll get back to you within 1 to 2 business days.