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Customer Support
Need help with your order?
Find quick answers about order tracking, shipping, returns, warranty, and support.
How can I track my order?
How can I track my order?
You can track your order by clicking “Track Your Order” in the top navigation bar After opening the tracking page, enter your order number or the email address used at checkout to view your latest shipping status. If you cannot find your order number, please check your order confirmation email first.
If the tracking page does not show your order, contact our support team at Marketing@drpen.com and include the name, email address, and phone number used when placing the order.
What should I do ?
What should I do ?
(I did not receive my order confirmation email. )
Please check your spam, junk, or promotions folder first, as confirmation emails may sometimes be filtered by your email provider.
If you still cannot find the email, contact us at Marketing@drpen.com with the following information:
- The name used at checkout
- The email address used at checkout
- Your phone number, if entered
- The approximate order date
- A screenshot of your payment record, if available
What should I do if my package is delayed?
What should I do if my package is delayed?
First, click “Track Your Order” in the top navigation bar and check the latest shipping update.
Please note that tracking information may take time to refresh after the package leaves the warehouse or enters the carrier network. If your tracking status has not updated for several days, or if the estimated delivery window has passed, contact
Marketing@drpen.com with your order number and tracking number.
Our team will help check the shipment status and advise whether you should wait for the next carrier update or take further action.
Can I change or cancel my order after placing it?
Can I change or cancel my order after placing it?
If your order has not yet been processed or shipped, our team may be able to help update or cancel it.
Please email
Marketing@drpen.com as soon as possible with your order number and the change you want to make, such as shipping address, product quantity, or cancellation request.
Once an order has been shipped, we may not be able to change the shipping address or cancel the shipment. In that case, our support team will guide you through the next available option.
Do products purchased from other sellers include the same support?
Do products purchased from other sellers include the same support?
Support options may vary if your product was purchased from another marketplace, reseller, or third-party seller.
For the clearest warranty, authenticity, order tracking, and after-sales support, we recommend purchasing directly from drpenofficial.com, the official Dr. Pen store.
If you purchased from another seller and need help, please contact the original seller first. You can also email
Marketing@drpen.com with your product information, purchase channel, and proof of purchase, and our team will let you know what support options may be available.
What if my item arrives damaged, missing, or incorrect?
What if my item arrives damaged, missing, or incorrect?
Please contact our support team at
Marketing@drpen.com within a reasonable time after receiving your package.
To help us review the issue faster, include:
• Your order number
• A photo of the shipping label
• A photo of the outer package
• A photo or video of the damaged, missing, or incorrect item
• A short description of the issue
Our support team will review the information and provide the next step based on your order and the condition of the package.
New to at-home microneedling?
Learn what to check before using your Dr. Pen device, how to choose cartridges, and how to follow a simple aftercare routine.
What should I know before using Dr. Pen at home?
What should I know before using Dr. Pen at home?
Before using any Dr. Pen microneedling device, read the product instructions carefully. Make sure you understand your device model, the correct cartridge type, basic hygiene steps, and aftercare recommendations.
Do not start if your skin is irritated, infected, broken, sunburned, or actively inflamed. If you are unsure whether microneedling is suitable for your skin, speak with a qualified skincare professional before use.
Is Dr. Pen suitable for beginners?
Is Dr. Pen suitable for beginners?
Dr. Pen may be suitable for beginners who are willing to follow the product instructions carefully and start with a cautious routine.
If this is your first time using a microneedling device, do not rush. Review the manual, confirm your cartridge compatibility, and contact our support team at Marketing@drpen.com if you are unsure about your device or accessories.
How do I choose the right cartridge for my Dr. Pen device?
How do I choose the right cartridge for my Dr. Pen device?
Use cartridges that are compatible with your specific Dr. Pen model. Cartridge compatibility can vary by device, so always check the product page, cartridge guide, or package information before purchasing replacement cartridges.
If you are not sure which cartridge fits your device, email Marketing@drpen.com with your device model and a photo of your current cartridge or product box.
Can I reuse a cartridge?
Can I reuse a cartridge?
For hygiene reasons, cartridges should not be shared with others. Always follow the official instructions for your specific product.
If your product instructions state that a cartridge is single-use, do not reuse it. Do not attempt to sterilize or reuse cartridges unless the official instructions for your specific product clearly allow it.
What should I do before using my device?
What should I do before using my device?
Before use, prepare a clean and organized space. Wash your hands, make sure your skin is clean, and check that your cartridge is clean, sealed, and compatible with your device.
Also confirm that the cartridge is attached correctly and that your device is charged or connected as instructed. If anything looks damaged, loose, or unusual, do not use the device and contact support first.
What should I avoid before and after microneedling?
What should I avoid before and after microneedling?
Avoid using the device on irritated, broken, infected, or actively inflamed skin. After microneedling, keep your skincare routine gentle and avoid products that may irritate the skin.
Do not use harsh exfoliants, strong active ingredients, or aggressive skincare treatments immediately after use unless your skincare professional or official product guidance says otherwise.
What should I use after microneedling?
What should I use after microneedling?
After microneedling, focus on a simple, gentle routine. Use products that are suitable for post-care and avoid anything that may sting, exfoliate, or irritate the skin.
Because skin needs can vary, we recommend following the product instructions and speaking with a qualified skincare professional if you are unsure which aftercare products are right for you.
How often should I use Dr. Pen?
How often should I use Dr. Pen?
Usage frequency depends on your device model, cartridge type, skin tolerance, and the official instructions for your product.
Do not overuse the device. Give your skin enough time to recover between sessions, and stop using the device if your skin feels unusually irritated or uncomfortable.
Can Dr. Pen help improve the appearance of skin texture?
Can Dr. Pen help improve the appearance of skin texture?
Microneedling may help support a more structured skincare routine and may improve the appearance of skin texture for some users.
Results vary by person. Dr. Pen does not guarantee specific results, and the device should not be used as a treatment for medical skin conditions.
Who should I contact if I am not sure how to use my device?
Who should I contact if I am not sure how to use my device?
If you are unsure about your Dr. Pen model, cartridge compatibility, package contents, or basic setup steps, contact our support team at
Marketing@drpen.com before using the device.
Please include your device model, order number if available, and clear photos of your device, cartridge, or product packaging so our team can help you more quickly.
