Most common reason is your charge company (their information is printed on back of your credit card) blocks your order to prevent and protect you from international credit card fraud.

Please contact your charge company and inform them that you are going to make an international online purchase from Canada, and a charge from Mora Health will be coming. This is Visa & Master Card’s new policy for out of country purchases. If you do not phone prior to our billing, your order could be delayed.

If you still having a problem ordering, please email: order@derma-planet.com with an email title “International order”. Please email us your full name and inform us the details of error you are experiencing.

All pricing on derma-planet.com are in US Dollars.

There are NO TAX CHARGES on this web site.

We currently ship to USA.

We currently accept Visa and Mastercard.
*PLEASE NOTE* We do NOT accept personal checks/cheques, or money orders. Please make sure you order with a credit card that we accept.

Some customers miss the USPS delivery attempt notice, and when they realize that their packages have not arrived, it has been already returned to our company.

To avoid this situation, please check the USPS website with your tracking number often.

If you don't find a delivery notice, but if on the USPS tracking page they say it attempted a delivery, please phone USPS.

Phone 1-800-222-1811 and talk to a USPS customer representative, give him/her your tracking number, then ask for the address, phone number and hours of operation of the local Postal Unit your package is being held at. You can schedule a redelivery or go and pick it up in person. For pick up, your photo ID is required.

Please note: Our customer Service center has no more information or ability than what you can see and do on the USPS.com tracking website.

If you forget to check the tracking status and if USPS keeps your Expedited Parcel for 30 days or your Xpresspost Parcel for 5 days, your package will be returned to us. It will cost you!

The USPS service will hold your Expedited Parcel for 30 days or your Xpresspost Parcel for 5 days, after that they will return the package to us and we will then contact you to decide if you want to cancel your order or have it resent. The following charges then apply.

Option 1: Re-sending

$30 resending fee will apply, we will use Expedited Parcel. ($35 for Xpresspost Parcel upon your request.) We do not make any money on this service, as USPS charges us $18.00 to send your package back to us and it costs $12.00 to resend it to you. (We consume labor and packaging material costs at our expense.)

Option 2: Cancelling your order

$20 cancelation fee will apply to those wishing to cancel for whatever reason. This fee only covers the return shipping cost of $18.00 and the credit card transaction fees, we do not make any money on. (We consume labor and packaging material costs at our expense.)