Support

Our Customer Support Team is dedicated to help and assist you so please contact us with any questions, comments, and concerns. Or just to say hi to let us know how much you love our products. Our Customer Support Team can be reached via email at support@drsponge.com and is available to help you Monday through Friday 9:00AM - 5:00PM PST. We will respond to your inquiry within 24 hours.

To better assist you, we have gathered some of the most common questions from our customers. If you can not find an answer to your question or concern, please contact our Customer Support Team.

What payment methods are accepted?

We accept Visa, MasterCard, Discover, PayPal (please contact our Customer Support Team for details), check (driver license number required), Dr. Sponge™ Gift Certificate, and authorized voucher.

Why are my credit card not accepted?

There are many reasons for a declined credit card transaction. The credit card processor does not provide us with reasons for failed transactions. We suggest you to first contact your bank and credit card issued company. Then if you still have problems completing your order, please contact our Customer Support Team and provide us with any error messages you may have received.

When will I be charged for my order?

For credit card or PayPal payments, your credit card or PayPal account will be charged on the day you place your order. For personal or business checks, payment must first clear through our bank before we can ship out your order.

How to I get a copy of my invoice?

You will find your invoice along with your order. It lists out the items you have ordered and important information regarding your purchase. You can also view your invoice by either login to your account to view your purchase history or contact our Customer Support Team.

How do I track my package?

Once your order is shipped, you will receive detailed tracking information via email. You can also easily retrieve your tracking number by viewing the details of your order in your account’s purchase history. In addition, you can contact our Customer Support Team, and we will provide you the tracking number within 24 hours.

When will my order be shipped?

For all in stock items, orders will be processed and shipped within 3 business days. If there is a delay or if an item in your order is out of stock, we will notify you immediately. In this case, you have the options to either wait for everything to become available or to receive your order in various packages. You will not be charged for additional shipping fees.

How do I cancel my order?

We do not offer the option to cancel orders electronically. To cancel an order, please contact our Customer Support Team. Due to our desire to promptly ship out all orders, we cannot guarantee that your order can be cancelled. However, we will make every effort to stop your order provided that it has not left our warehouse.

Can I change the ship to address on my order?

You can change the Ship to Address at any time as long as the order has not been shipped out of our warehouse by contacting our Customer Support Team. If the order has already left our warehouse and you still wish to change the shipping information, we will try our best to reroute the package for you. However, please note that certain shipping methods and carriers limit us on the time window to change these information, and some changes may incur additional fees.

How do you calculate shipping charges?

We currently offer free shipping for any U.S. orders over $25 (excluding applicable tax and/or discounts). We also offer a flat rate of $1.99 for U.S. orders less than $25. For Canadian orders, we offer a flat rate of $6.99 for orders less than $25. For international orders, shipping charges are calculated by either UPS or the United States Postal Service based on the weight and size of your order, as well as the Ship To Address. All packages originate in our warehouse in California. Please note that some shipping methods and carriers are not available for all countries. For information and questions on international orders, please contact our Customer Support Team.

What is your return and exchange policy?

If you are not completely satisfied with your drsponge.com order, we will gladly make an exchange or refund your money on unused and unopened (inner sealed packaging) items within 30 days of your original receipt. For sanitary reasons, we can not accept return or exchange on used or opened (inner sealed packaging) products that are not of manufacturing defects. To initiate a return or exchange, please contact our Return/Exchange Department via email at rma@drsponge.com for a Return Merchandise Authorization (RMA) number. We will then provide you with detailed instructions on how to return or exchange an item. Please note that all refunds will be credited back to your original method of payment. All returns and exchanges are subject to inspection by our Return Department and may incur up to a 10% restocking fee on each order. We reserve all rights to reject or decline any return or exchange that are not in compliance with our return and exchange policy. FINAL SALES items are sold as it and can not be returned or exchanged. For items purchased at our authorized retailers, please directly contact the store.

When will I receive my refund?

For credit card refund, a refund credit will be applied to your account within 3 business days upon receipt of the returned item and approval by our Return Department. However, depending on your credit card issued bank, it may take up to 15 business days for the credit to appear on your statement. For check refund, the refund check will be mailed out within 7 business days upon receipt of the returned item and approval by our Return Department. The refund check will be mailed through the United States Postal Service First Class Mail to the Bill To Address on the order. It can take up to 7 business days for the check to get delivered.

Do you offer gift cards or gift certificates?

Yes, we offer electronic gift certificates in the values of $10, $20, $50, and $100. To purchase or inquire about our gift certificates, please contact our Customer Support Team.

Do you offer gift wrap service?

Yes, we offer a flat rate gift wrap service of $6.50 on all orders.