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Frequently Asked Questions

PRODUCTS - Getting Started

  • How do I use my Droplette?

    1. Ensure Bluetooth is enabled to sync with App.

    2. Insert single-use capsule you wish to use. Close capsule door.

    3. Hold device directly up to clean, bare face.

    4. Turn on the device and slowly move mist around your face with circular motions.

    5. When mist turns to air, turn off the device.

    6. Eject and set aside capsule for recycling.

    7. Repeat with all capsules in your regimen.

    8. Continue with your routine.

  • How do I store my Droplette?

    It’s best to store your device in a cool, dry location with the mist dispensing panel facing down, to ensure hygienic conditions for the next use. Of course, storing on your charging dock will ensure your device is always charged and ready for use.

PRODUCTS - Device

PRODUCTS - Capsules

PRODUCTS - Application

  • How do I download the Droplette app?

    Your device must be registered to a Droplette account and paired with the Droplette app prior to first use. To get started:
    1. Download the Droplette app:
    -Apple App Store for iPhones and iPads
    -Coming Soon for Android Devices
    2. Install the app, and open it:
    -If you already have a Droplette account, log in to your account and select Add Droplette
    -If you do not have a Droplette account, tap Get Started to be guided through a series of questions to create a Droplette account
    3. Continue to follow the on-screen instructions to connect your device to your account

  • Why does Droplette have an app?

    The Droplette Mobile App is here to support and enhance your Droplette experience. The Droplette Mobile App enables you to register your device, track your device usage, communicate with certifed dermatologists about any questions or concerns you may have, and request technical help or troubleshooting assistance. If you have any remaining questions about navigating the Droplette app you can contact customer care at info@droplette.io

  • Does the app need to be open for me to use the device?

    No the app does not need to be open in order for you to use your Droplette device. Once you have registered your device prior to first use, you are free to use the Droplette device any time you wish. We recommend syncing your device and app at least once per week in order to remain on top of your routine, allow the device to update, and to keep your account secure. If the app is not regularly paired with a recognized device, the device will lock out and blink red till you open the app and re-pair.

  • Is it required to use the app with the product?

    No, but the app will ensure that you can track your usage, progress, orders, and conversations with your Droplette dermatologist. We will also be able to assist you much more easily in the event of a challenge. But use the app how you wish, or not at all.

  • Where can I download the app?

    The app will be available in the Apple App Store.

  • Is the app available on all devices?

    The app is available on iOS devices only at this time.

ORDERS - Orders & Shipping

  • What types of payment forms are accepted?

    We accept Visa, Mastercard, American Express, JCB, Discover, and Diners Club credit cards or debit cards. Unfortunately, we cannot accept cash, checks or money orders.

  • How can I order a Droplette?

    Order your Droplette device on www.droplette.io or from the Droplette app.

  • How can I order additional capsules?

    Either on www.droplette.io or from the Droplette app. We are working on SMS ordering shortcuts to make your replenishment orders as simple as a one word response. We also recommend our subscription services to avoid having to remember to order additional capsules.

  • How can I update or change my subscription?

    Simply log in to your account on the site or app, and make your adjustments online. Alternatively, send an email to help@droplette.io and we will make the edits for you.

  • How much will it cost to ship my order?

    We charge a standard shipping rate of $7.99 per domestic order, excluding Hawaii and Alaska. The rate is often waived with starter set orders, subscription orders, orders over a certain value, and limited time promotions.

  • What shipping method is used?

    It depends on the destination, but typically USPS.

  • How long will my order take to ship?

    We make every effort to ship your order within a single business day.

  • I am unable to place an order. What can I do?

    Please email help@droplette.io or choose Live Chat on our app or site, and we will help right away.

  • Can I cancel my order once it has been placed?

    Not easily. We recommend reaching out to customer service to see if we can catch your order in time on the back end.

  • How can I track my order?

    Check your account profile or the shipping confirmation email we send.

  • Do you ship internationally?

    Not yet, but we are updating our shipping destinations all the time. Please check back soon.

  • Which payment methods do you accept?

    We accept all major credit cards, as well as Paypal and Amazon Pay.

  • Will my credit card information be stored?

    Only if you choose to store it to your Droplette account.

  • When will my card be charged?

    Your credit card will be charged as soon as your order is accepted

  • Does Droplette ship internationally?

    Droplette is currently only available in the US.

  • Can I edit my shipping address?

    If your shipping address is incorrect, please contact our customer service team at customerservice@droplette.io.

  • What shipping method does Droplette use?

    All orders are currently shipped using UPS and for our recycling program, USPS. For orders that are shipped within the US, there will be an option to choose between UPS Ground, 2 Day Air, and UPS Next Day Air. All orders are processed upon receipt.

    The majority of orders are shipped within 1 business day of receiving your order. Orders are unable to be processed or shipped on Saturdays or Sundays. We unfortunately do not ship to PO Boxes, to APO addresses, or to FPO address. In the event of delays, every effort will be made to contact you by phone or e-mail.

    Our site automatically computes shipping charges whenever you place an item in your shopping basket, and upon checkout will prompt you to choose the method of UPS delivery you wish. Please note that shipping time is not the same as total delivery time.

    We need time to process and assemble your order before we actually ship it.

    Choosing NEXT DAY AIR does not mean your order will be delivered the day after you place your order online.

  • When will my order ship?

    Your order will ship within 1-2 business day. Orders placed after 1:00pm ET are processed the next day. You will receive an email notification when your order has shipped.

  • When can I expect to receive my order?

    Shipping times are dependent on your selected shipping speed. Our estimated shipping times are below. Please note, these expected shipping times are determined once your order leaves our warehouse and do not include processing times.

    United States: Standard 3-7 Business Days; Rush 1-3 Business Days

  • How can I track my order?

    After placing an order, a confirmation email will be sent to the email address you provided during checkout. The confirmation email will contain a tracking code that can be used to check the status of your order.

  • What should I do if I received the wrong item?

    If you received the wrong item in your shipment, we're sorry! Please reach out to customerservice@droplette.io, and we will ensure you get the correct products.

  • What is the return policy?

    We accept returns of unused products within 21 days of the date the order was received. To initiate a return please visit: returns.dropplette.com

  • How can I cancel my order?

    If your order has not yet been processed, you can cancel your order from your Droplette account under the "Orders" section. If your order has been processed, please contact customerservice@droplette.io

  • How do I place a return or exchange?

    To initiate a return, navigate to your account and locate the order that you wish to return. Select "Return" and follow the on screen prompts

  • How long does it take to process a return?

    Returns and refunds to your original form of payment will take place within 30 days.

GENERAL FAQ

TROUBLESHOOTING

  • Device LED is flashing red

    Is this the first time that you are using your Droplette device? Please make sure that you have registered your device via the Droplette app before first-time usage.

    Has it been over 60 days since your device was last connected to your phone? For security purposes, please open the app and connect to the device before trying to operate it.

    Make sure that the device has a Droplette capsule inserted correctly and that you are not operating the device with a capsule that has already been used.

  • My Device is not dispensing mist

    If you haven’t cleaned your device after more than 7 uses, please run a cleaning capsule through the device.

    If you continue to have difficulties, please Contact Customer Care: info@droplette.io.

  • Device will not connect with the app

    Turn Bluetooth on and off on your mobile device or tablet and try again.

    If you continue to have difficulties, please contact Customer Care: info@droplette.io.

  • One of my capsules is stuck in my device, how do I remove it?

    Ensure the door of the device is open before attempting to remove the capsule. Once the door is open, if you are still unable to remove a capsule, please contact Customer Care: info@droplette.io.

  • Wireless charger is not working properly

    Make sure that the device is properly aligned on the charger dock Make sure that the charger is placed in a cool, dry place (not in direct sunlight)

RECYCLING PROGRAM

  • How do I participate in the Droplette recycling program?

    At this time, the Droplette Recycling Program is only accessible to customers within the continental United States**

    1.) Place EMPTY, used Droplette capsules into the provided recycling bag. (Note: This bag is included in your first order. If you have misplaced your bag, please reach out to Droplette Customer Care: info@droplette.io)

    2.) Once the recycling bag is filled with capsules, seal it and place the prepaid shipping label (included in the box) on the exterior of the bag.

    3.) Return the labeled polybag to your nearest USPS location

  • Can I recycle my capsules at home?

    Unfortunately not.The Droplette capsules have a unique construction and technology within them that tells your device what type of forumla is inside.

    This technology is not recyclable by consumer-accessed waste streams, but it is recyclable. For this reason, we have created the Droplette recycling program, allowing you to send your capsules back to us, so we can recycle them properly.

    We'll also put a credit in your account when you return capsules, so that you can save money on your next purchase while doing something good for our planet.

  • How does Droplette's Capsule Recycling Rewards Program work?

    For every 8 capsules returned, we will credit your account with $1 which can be applied towards future purchases. In order to be eligible for the Capsule Recycling Rewards Program, you must have a Droplette account associated with an active device.

  • What happens after I send the capsules back?

    Upon receiving your used capsules, we will recycle them and credit your account (see Droplette's Capsule Recycling Rewards Program). We will ship you a new recycling bag with your next delivery.

CAREERS