FAQs

I FORGOT MY PASSWORD. HOW DO I LOG IN?

If you have forgotten your password, please click on "Forgot Your Password?" below Sign In. You will be asked for your login email address to reset your password.

DO YOU HAVE A POINTS PROGRAM?

We will be launching a loyalty program in the future. Stay tuned for details.

HOW CAN I FIND MY ORDER STATUS/ORDER HISTORY?

You can find the status of a particular order and view your order history on the order status tracking page after logging in to your account.

Upon shipment, your tracking number will also be displayed. To track your order, click the tracking number on the Order Status Page to view the delivery status of your order. Please keep in mind that some carriers take up-to 24 – 48 hours to update tracking information after the order has shipped.

For more information or questions, please Contact Us or call Customer Service at 1-833-382-7291.

Does Ducray have an Email Newsletter? How do I sign-up?

Ducray sends an email newsletter several times a month. Members who are signed up to receive our newsletter will receive exclusive offers and promotions, helpful tips and a first look at new product launches.

Rest assured, Ducray will not share your contact information with third parties.

By Subscribing to the newsletter you will:

  • Receive special insider only offers
  • Enjoy a first look at new product launches

Simply sign-up via the Email Sign-Up box on the bottom of this page. You can unsubscribe instantly by clicking "unsubscribe" from the bottom of our email correspondence.

HOW DO I QUALIFY FOR FREE SHIPPING?

Orders $55 and over (excluding taxes, after discounts have been applied) qualify for free ground shipping. For shipments under $55, there is a standard ground delivery fee of $6.00. Please see our shipping and handling information page for more details on shipping rates.

DO YOU SHIP TO PO BOXES?

We cannot currently ship to PO Boxes.

DO YOU SHIP INTERNATIONALLY?

Products from the website are sold only in the U.S. 50 States and District of Columbia and cannot be shipped internationally.

WHAT SHIPPING OPTIONS ARE AVAILABLE?

We offer regular ground shipping (shipping time is 5-7 business days), 2-day shipping and overnight shipping. Orders received on Monday through Friday by 1 p.m. EST are shipped the same day. All other orders will be shipped the next business day.

Orders
Over
To Standard
Ground
2nd Day Next Day
$0 $54.99 $6 $15 $25
$55 $149.99 FREE $20 $35
$150 $349.99 FREE $30 $45
$350 and above $40 FREE $55 $55.00

ARE THERE ANY PRODUCTS THAT CANNOT BE SHIPPED OVERNIGHT OR 2-DAY DELIVERY?

Certain items considered hazardous materials including aerosols and alcohol-based products (e.g., pressurized spray cans, hairspray, etc.) are restricted and required by the U.S. Department of Transportation to be shipped by ground-only transport, due to air transport restrictions and regulations. Certain items considered hazardous materials including aerosols and alcohol-based products (e.g., pressurized spray cans, hairspray, etc.) are restricted and required by the U.S. Department of Transportation to be shipped by ground-only transport, due to air transport restrictions and regulations.

PRODUCTS CONCERNED:

DO YOU SHIP TO APO/FPO/DPO MILITARY ADDRESSES?

We do not ship to APO/FPO/DPO Military Addresses at this time.

WHICH STATES CHARGE SALES TAX?

A company that is selling goods over the internet and that has a presence in the state of delivery is required to collect sales tax on all taxable items regardless of method of order placement. We are required by law to collect state sales tax on orders being shipped to the following states - California, Colorado, Connecticut, DC, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, Virginia. Sales tax will be assessed on the total purchase, including shipping and handling charges. If you have other questions regarding sales tax, please feel free to EMAIL US.

What is the Status of My Order?

You may check the status of your order after logging into your account by visiting the Order Status Page. This is the quickest way to get the most current information regarding your DucrayUSA.com orders.

Click on the respective Order Number on the Order Status Page to view the Order Details, including Billing and Shipping information.

How Do I Track My Order?

All of our orders are shipped via UPS. When your order is ready to be shipped, you will receive a shipment confirmation e-mail containing shipment details and your UPS tracking number.

To track your order, click the tracking number on the Order Status Page or Order Confirmation email to view the delivery status of your order. Please keep in mind that some carriers take up-to 24 – 48 hours to update tracking information after the order has shipped.

For more information or questions, please Contact Us or call 1-833-382-7291.

How Long Will My Product Stay Fresh Once Opened?

Each product has an icon on it (which looks like an open jar) with the number of months the product stays fresh once opened.

What Is Ducray's Return, Refund & Exchange Policy?

For over 80 years, Ducray has created every product with the utmost care and passion. Should you choose to return a product in unopened and in sellable condition, we will happily refund the original credit card if received by Customer Service within 30 days. Returns received after 30 days, and up-to 60 days after purchase, will be granted an online store credit or an exchange will be issued.

*Only applicable for purchases made directly on Ducrayusa.com. All returns and exchanges must include original receipt. Exchanges are not eligible for promotions. There are no cash refunds. All sale items are final sale – no exchanges or refunds.

I am not sure Which Products I Should use. Can you Help?

Yes, of course! Please reach out to our customer service team by Clicking Here or calling 1-833-382-7291 between 8:30am and 5pm EST Monday through Friday. Our knowledgeable team of professionals will help find the right product for you.

Which of your products are available in travel sizes?

Many items are available in Travel Sizes. Navigate to the product of choice and use the size dropdown to see if a travel size is available for that product.

Does Ducray Distribute Products Outside the U.S.?

While Ducray is a global company, products from DucrayUSA.com are sold only in the U.S. 50 States and cannot be shipped internationally. Please visit our international website index by Clicking Here to find a Ducray subsidiary nearest you.

Why Can't I Find Ducray Products in the U.S. that I have Purchased Abroad?

Ducray is a French Dermo-Cosmetic brand with an extensive product collection. Only a select assortment of Ducray's products are available in the U.S. market from authorized sellers.

I'm a Physician/Retailer. How can I purchase Ducray products for my Office / Store?

To discuss becoming an authorized retailer, please fill out our Contact Us form and choose Become an Authorized Retailer from the subject line options. We will contact you as soon as possible and look forward to learning more about your business and how we can work together.

Where can I purchase Ducray products?

Ducray products are sold throughout the US. Use our Store Locator to find participating retailers in your area. If you don't see any retailers in the search results, please expand the distance you are searching. As always, you may place an order anytime from our e-commerce site, www.DucrayUSA.com.

Are all Ingredients used in your products safe?

All of Ducray’s products are manufactured and tested under strict quality control guidelines set by the Pierre Fabre Group. All of our formulas are compliant with current European legislation and have been clinically tested by dermatologists to ensure they provide excellent results of efficacy and tolerance, even for people with hypersensitive or atopic (eczema prone) skin. All ingredients used by Pierre Fabre Dermo-Cosmétique Laboratories are on the list of ingredients authorized by the European legislation for use in cosmetic products. The Pierre Fabre Group monitors the safety of each product marketed around the world in accordance with its own strict internal pharmaceutical quality and safety standards.

Are Ducray Products Hypoallergenic?

All Ducray products are hypoallergenic. This criterion is considered when choosing the ingredients. Hypo allergenicity tests are made during the products development. In fact, during the process of selecting a component, we have a double requirement: firstly, the safety and secondly the efficiency and cosmetic properties to obtain the most suitable texture (touch, penetration, perfume etc.).

During their development, our products undergo a great number of tests concerning bacteriology, compatibility between formula and packaging, tolerance, usage ... all aiming to guaranteeing safety and efficacy.

Do You Test Your Products on Animals?

The European cosmetic legislation (directive 76/768/CEE amended the 1th March 2003) requires manufacturers to use alternatives methods to test new raw cosmetic material and finished products. In compliance with this directive, we stopped tests on animals many years ago. In practice, to test our products to ensure that they meet our high quality and safety standards, we use existing data concerning the safety of the specific ingredients used in the products. The tolerance of our finished products is then verified by tests on healthy volunteers.

Finally, we carry out physico-chemical and bacteriological tests to verify the identity on each batch of raw material delivered to our factories. This ensures the purity and quality of the ingredients entering our formulas. These types of tests are also carried out on each batch of finished products to guarantee the safety and quality of each and every product.

Can I Use Your Products During Pregnancy or Breast Feeding?

We recommend consulting with your physician on specific ingredient and product questions during pregnancy/nursing.

Is your Packaging Recyclable?

Yes, all product packaging can be recycled.

Can your Products be Used after Expiration Date?

During their development, our products undergo stability studies which allow us to guarantee their efficacy and tolerance until the expiration date mentioned on the packaging.

Beyond this date, a slight and progressive diminution of efficacy may be observed.

Is there any risk of buying Ducray products from non-authorized dealers?

Yes, we’ve had reports of consumers experiencing adverse reactions to Ducray knock-offs purchased from DucrayUSA.com or authorized resellers. A complete list of Ducray authorized sellers can be Found Here

What are the pH levels of your products?

The pH levels of our products differ from item to item. Please Contact Us or reach out to our customer service team by calling 1-833-382-7291.

How can you Guarantee the Safety of your formulas?

All our formulas and ingredients meet the rigorous standards demanded by the European cosmetics regulations and are in compliance with FDA requirements.

In the process of selecting a component, we have a double requirement: firstly the safety and secondly the efficacy and cosmetic properties to obtain the most suitable texture (touch, penetration, perfume ...).

During their development, our products undergo numerous tests concerning bacteriology, compatibility between formula and packaging, tolerance, use etc.

All ingredients used in our products are listed on our packaging, the description of the formulas follows the international standard INCI (International Nomenclature of Cosmetic Ingredients).

French and European regulations require, for any product, the constitution of a technical dossier containing information on the formulation, packaging, conditions of use, etc.

In Europe, the safety of cosmetic end-products and ingredients is monitored by the SCCS (Scientific Committee for Consumer Safety), an independent body linked to the European Commission for the scientific assessment of the safety of consumer products.

It evaluates any new scientific data that may change safety evaluation of cosmetic products and their ingredients. It also makes recommendations to adapt the Cosmetic Regulation to these new data.

We scrupulously follow the recommendations of the SCCS and the European Commission for each ingredient used as a component of our products.

Moreover, we conduct active watch of information about ingredients and adapt our formulas according to the evolution of scientific knowledge and opinions of the SCCS to ensure that our products offer the best safety and efficiency.

If new scientific evidence raises legitimate questions about the safety of an ingredient, we will search alternative solutions and, if necessary, we will remove it from our products.