Frequently Asked Questions
Learn about compounding, medication safety, side effects, and more.
Getting Started
- How does Telederm.me work?Telederm.me makes getting dermatology care simple, convenient, and secure. Here is how it works:
- Create an account and select the condition you would like to address
- Complete a detailed medical intake questionnaire and upload clear photos of the affected area
- A board-certified, state-licensed dermatologist personally reviews your case — every case is evaluated individually with no AI or automated assessments
- The doctor communicates with you directly through your secure patient dashboard with their professional assessment and treatment plan
- If a medication is prescribed, your dermatologist will create a personalized treatment plan, and it will appear in your dashboard where you can review it and choose to proceed with payment at your convenience
- Your custom compounded medication is then prepared specifically for you by a licensed compounding pharmacy and shipped directly to your home
- How is a Telederm.me visit different from a traditional doctor's appointment?Unlike a traditional doctor's office where you schedule an appointment, sit in a waiting room, and see a doctor at a set time — our platform works around your schedule.
There is no waiting room, no scheduled call, and no need to take time off. You submit your visit when it is convenient for you, and a board-certified dermatologist personally reviews your case and reaches out through your patient dashboard with their assessment.
You can also message your doctor directly at any time with questions or concerns related to your treatment — all through your secure patient dashboard, without needing to schedule a new appointment.
If at any point the doctor determines that a live phone or video call is necessary, they will reach out to coordinate that directly with you. - Where is Telederm.me available?We are licensed to ship prescription medications to patients in over 30 U.S. states. A full list of states we serve is available on our website under "Licensing and Coverage Map"
- Do you test on animals?No. We do not test any medications or ingredients on animals. Our compounded medications are customized for human use only.
- What types of conditions can Telederm.me treat?We treat a wide range of dermatological conditions, including acne, psoriasis, eczema, rosacea, and more, using compounded medications tailored to your specific needs.
- How does the virtual consultation work?Once you book an appointment, you'll be connected with a board-certified physician through our secure, HIPAA-compliant platform. During the consultation, you can discuss your concerns, and the physician will assess your needs and prescribe the appropriate treatment.
- Are the medications safe?Yes, all medications are prescribed by certified physicians and prepared by licensed pharmacists, adhering to the highest standards of safety and efficacy, in compliance with HIPAA regulations.
- How does provider messaging work after my visit?After your visit, you’ll have access to provider messaging for up to 60 days.
During this time, you can ask questions about your treatment, get guidance on how to use your medication, and request minor adjustments if needed.
This messaging is designed to support your ongoing care—not to replace new consultations—so starting new medications or making major changes may require booking another visit.
Please note that messaging and support are tied to active treatment through our platform; if prescriptions are transferred elsewhere or not filled through us, support may be limited. - How do I know if my condition is treatable online?Most common dermatological conditions can be treated through our platform, including acne, rosacea, melasma, eczema, psoriasis, hair thinning, and anti-aging concerns. However, conditions requiring in-person procedures, suspicious moles, or urgent medical issues should be evaluated in person. Our providers will let you know if your condition requires in-person care.
- Can you treat pediatric patients (minors)?Yes, we can treat minors for certain dermatological conditions with proper parental consent. Eligible conditions include acne, warts, dermatitis, eczema, psoriasis, and several other skin conditions.
To set up care for a minor, please follow these steps:- Log into your account at telederm.me
- Go to Settings → Family / Guardian Mode and enable Guardian Mode
- Click Manage Children and add the minor's profile with their correct information
- When starting a visit, make sure to select the minor's name as the patient — the visit must be started under the patient's profile, not the guardian's
- What if I have multiple conditions I want to treat?You can address multiple skin concerns through our platform — however, each condition requires its own separate visit with its own intake questionnaire and photos. This ensures that the dermatologist has complete and accurate information specific to each condition in order to provide the most appropriate assessment and treatment plan.
The good news is that each visit is a flat $45 visit fee, and if a medication is prescribed for each condition, it will appear in your patient dashboard where you can choose to proceed with payment at your convenience. - Do you offer any guarantees on treatment effectiveness?No, results aren't guaranteed because everyone responds differently to treatment. However, we're committed to helping you find what works. If your initial treatment isn't effective, your provider can adjust your formula or recommend alternatives.
- Are there any age restrictions for using your service?Adults 18 and older can use our service independently. For patients under 18, we offer treatment for certain conditions with proper parental consent and active guardian involvement throughout the process. A parent or legal guardian must create their own account and either select the "Guardian" option during signup or add a guardian profile from their dashboard. Some treatments may have specific age-related restrictions, which your provider will discuss during the consultation.
Our Physicians
- Are your clinicians licensed?Yes. All providers are licensed physicians practicing within your state.
- Where can I view provider credentials?Please click here for a full list of provider names, credentials, and states of licensure.
- State noticesWe comply with all applicable state telehealth laws. Notices for individual states are available on our Terms & Notices page.
Privacy and Security
- How is my information protected?We follow HIPAA regulations and use encrypted, secure platforms to protect your personal and health information.
- How can I access or delete my data?Submit requests through our Privacy Center at telederm.me/privacy-center, or from your patient dashboard by going to:
Support → Send a message
Requests may include: data access, deletion, or communication preferences. - Do you sell or share my personal data?No. We do not sell personal information. Limited data may be shared with third parties only when necessary for care or legal compliance.
- Residents of Oregon, Delaware, Washington, or NevadaWe provide additional privacy options in compliance with your state's consumer protection laws. Please email us for specific requests.
- How secure is the photo upload process?All photos are uploaded through our HIPAA-compliant, encrypted platform. Photos are securely stored and only accessible to your treating provider and necessary medical staff. We follow strict privacy protocols to protect your medical information.
- What happens to my medical records if I stop using the service?Your medical records remain securely stored and accessible to you through your patient portal even if you stop using our service. We maintain records according to legal requirements and HIPAA regulations. You can request copies of your records at any time through your patient dashboard by going to:
Clinical Messages
Telehealth Services
- What happens if I don't complete my visit within 7 days after submitting it?When you submit a visit, we place a temporary hold on your card — we don't charge it immediately. If your visit isn't finalized within 7 days, the payment hold will expire and the funds will be released back to your card automatically. Your visit will be marked as expired, and you'll need to start a new visit for the most accurate treatment with current symptoms and photos.
- What does "Pending" mean in my account?It means your intake form has been submitted and is awaiting personal review by a board-certified dermatologist.
- What does "Outstanding Medical Visit" mean?You have started a visit but have not yet submitted all required information. Log into your patient dashboard to complete the process.
- How do I cancel a visit?You can request a cancellation by logging into your patient dashboard and going to:
Support → Send a message
Please note that the visit fee is non-refundable once a visit is paid, as the clinical review process begins immediately upon submission. If no medication has been prescribed or dispensed, any medication or shipping fees will not be charged. - How do I prepare for my visit?Our visits are primarily asynchronous, meaning you do not need to be available for a live call or video appointment. Instead, the dermatologist reviews everything you submit and communicates with you directly through your patient dashboard.
To ensure the best possible evaluation, please:- Take clear, close-up photos of the affected area in good natural lighting
- Complete your intake questionnaire as thoroughly and accurately as possible — the more detail you provide, the better the doctor can evaluate your case
- Include your full medical history, current medications, allergies, and any treatments you have already tried
- What types of visits are available? (Asynchronous vs. Synchronous)We offer two types of telehealth visits:
Asynchronous visits are the most common type on our platform and one of the key benefits of our service. You complete your intake questionnaire, upload your photos, and submit your visit — all on your own time. The dermatologist then personally reviews everything and communicates with you directly through your patient dashboard. There is no need to wait by the phone, take time off work, or schedule a specific time. The doctor will reach out with their assessment and treatment plan, and if they have all the information they need from your history and photos, they will complete their evaluation without requiring a live interaction.
Synchronous visits involve a real-time phone or video call between you and the doctor. This type of visit may be required in certain states due to telemedicine regulations, or if the doctor determines that a live interaction is necessary to properly evaluate your condition. If a synchronous visit is needed, the doctor will reach out to you through your patient dashboard to let you know and coordinate next steps.
In either case, you are always in good hands with a board-certified dermatologist personally reviewing your case. - How will I know the doctor has reviewed my case?You will receive a notification via email and SMS when the doctor has completed their review and sent their assessment. Since our visits are conducted asynchronously, there are no scheduled appointment times — instead, keep an eye on your patient dashboard, email, and text messages (including your spam folder), as this is how every update and communication is delivered, whether it's a question, an update, or your treatment plan.
- What happens if I need to see a dermatologist in person?If our provider determines that your condition requires an in-person examination or a treatment that cannot be safely provided through telehealth, they will let you know and provide guidance on the most appropriate next steps, which may include seeing a local dermatologist, getting lab work, or having a biopsy performed.
- Can I message the doctor after my visit is completed?Yes! Your visit includes up to 60 days of provider messaging, so you can ask questions, get guidance on your treatment, and request minor adjustments if needed.
This follow-up period is designed to support your current treatment plan, including:- Questions about your medication
- Help with how to use your treatment
- Minor adjustments recommended by your provider
Messaging is intended to support active treatment through our platform, and access may be limited if prescriptions are not filled through Telederm.me. - What photo requirements do you have for consultations?Please provide clear, well-lit photos of the affected areas from multiple angles. Photos should be taken in natural lighting when possible, with the affected area clearly visible. Avoid filters or editing. Good quality photos help our providers make accurate assessments.
Managing My Account
- How do I log into my account?Visit www.telederm.me and click "Log In" at the top of the page. Use your registered email and password to access your account.
- How do I reset my password?Click "Forgot Password" on the login page and follow the instructions to reset your password via email.
- How do I update my contact information?Log in to your account, navigate to the account settings, and update your phone number, address, or email as needed.
- Do I need a subscription?No subscription is required. You pay per medical visit and per prescription order.
- How do I order a refill?Log into your account and go to the "My Prescriptions" tab. If your prescription is eligible for a refill, you can request it directly there. If there are no refills remaining or the prescription is not eligible, you will be prompted to contact your provider or schedule a new medical consultation.
- Do I need to wait a specific amount of time before ordering a refill?You can request a refill as soon as your prescription is eligible. Some medications have refill timing restrictions based on treatment guidelines.
- What if I don't want any more refills?You can choose not to refill a medication at any time. No charges occur unless you place a refill order.
- How do I update my payment information?Visit your account dashboard, go to billing settings, and update your payment method securely.
- What payment methods are accepted?We accept major credit and debit cards. We do not currently accept insurance, or cash payments.
- When will I be charged?You will be charged once a physician reviews your intake and a prescription is approved. For refills, charges occur once the order is processed.
- What happens if my payment is declined?You'll receive a notification, and the order will be paused until payment is updated. You can retry with a different card in your account settings.
- What is your refund policy?All sales are final. Due to the custom nature of compounded medications, we cannot accept returns. If there's an issue with your order, we'll work with you to resolve it.
- What is Telederm's Satisfaction Policy?We stand behind the quality of your Telederm experience. If your online visit was not completed, or you were dissatisfied with the service you received, please contact us within 7 days of your visit for review. Refunds are not provided for prescriptions issued, medication effectiveness, or treatment outcomes, as those are based on medical evaluation by a licensed provider.
- How do I view my prescription details and medication information?Log into your patient portal and navigate to 'My Prescriptions.' Here you can view prescription details, medication information, monographs, refill history, and tracking information for shipped medications.
- Can I download or print my prescription information?Yes, you can access your prescription details, payment receipts, and medical records through your patient portal. This information can be saved or printed for your records or to share with other healthcare providers if needed.
- How does the refill process work?After your first prescription is shipped and confirmed as delivered, you'll have access to refills for up to one year. You can request refills anytime through your secure patient portal—no need for another consultation unless your condition changes or your provider determines a follow-up is necessary. Each refill is compounded by a licensed compounding pharmacy with the same quality and care as your initial prescription.
- Can I change the size or strength of my medication during refills?Changes to medication strength require provider approval and may need a new consultation. However, you can often select different sizes (if available) during the refill process. Contact your provider through the portal if you need strength adjustments.
- What if I want to pause my treatment temporarily?You can pause your treatment at any time by not requesting refills. There's no subscription or automatic shipping. When you're ready to restart, simply request a refill through your account, though you may need a new consultation if it's been a year from your initial doctor visit/consultation.
- How often can I get refills?The amount of time your medication lasts will depend on how often you use it and the size of the area being treated. For many patients, topical prescriptions last about 1–2 months. You can request a refill through your patient portal once you have around a week's supply left, and the portal will also show when your next refill is available.
Prescriptions
- Do I need a prescription?Yes. All medications from Telederm.me require a valid prescription issued by a licensed provider after a medical evaluation.
- Where can I find more information about my medication?Medication details are included in your patient portal and with your shipment. For further questions, our pharmacists are available.
- My treatment isn't working—what should I do?You can message your provider anytime through your account. They can adjust your treatment or recommend an alternative.
- Can I adjust the strength or ingredients of my medication?Yes. Our medications are custom compounded by a licensed compounding pharmacy and can be customized, but adjustments require a consultation and provider approval for a new prescription.
- Why doesn't Telederm offer standard manufactured medications?Telederm is designed around personalized dermatology care. Rather than relying on one-size-fits-all manufactured medications, our dermatologists prescribe custom-compounded medications created specifically for each patient's individual needs. This allows treatment to be tailored to your condition, skin type, and clinical evaluation.
- What should I do if I'm experiencing side effects?Stop using the medication and contact your doctor immediately through your patient dashboard by going to:
Clinical Messages
In case of a serious or life-threatening reaction, seek emergency care immediately. - Can I transfer my prescription?If you'd like a prescription transferred to an outside pharmacy, you can request this through your patient dashboard by going to:
Support → Send a message
Note that our formulas are custom-compounded and can generally only be transferred to another compounding pharmacy, not a standard retail pharmacy. Once a prescription is transferred, it is filled and managed by that pharmacy and the related visit is finalized on our end — so any continued care or provider messaging would require starting a new visit with us. - Can I get a copy of my prescription or medical records?Yes. You can request copies through your patient dashboard by going to:
Clinical Messages
Our clinical team will assist you with your request. - Will insurance cover my prescriptions?Currently, we are unable to accept insurance due to specific requirements that must be met for reimbursement. However, we are pleased to offer our compounded dermatology medications at significantly discounted prices—often 50% to 80% below retail—to ensure affordable access to treatment.
- Can I use my FSA/HSA card?We recommend using a regular credit/debit card and then submitting your receipt for reimbursement. If you do use an FSA/HSA card, your provider may request documentation prior to processing the charge. You can find your receipt under the "Orders" tab in your account.
- What is off-label drug use?Off-label use refers to using a medication for a condition not specifically approved by the FDA. Many dermatologic medications are used off-label with physician guidance.
- How do I dispose of my medication?Follow local guidelines or use a drug disposal site. Do not flush or throw medications in the trash unless instructed.
- Are all medications provided by Telederm.me FDA-approved?All medications offered by Telederm.me are custom compounds, tailored specifically to meet individual patient needs based on their unique medical profiles and specific dermatological conditions. These custom compounds are not FDA-approved. This is because the FDA does not approve compounded medications in the same way it approves standard pharmaceuticals. Compounded medications are personalized treatments crafted at the direction of a prescribing physician to suit the specific requirements of a patient, and they are made by compounding pharmacies under stringent regulations for quality and safety, but without the formal FDA approval process that mass-produced drugs undergo. If you have further questions about our compounded medications or any concerns regarding their usage, please do not hesitate to contact us at support@telederm.me.
- What should I do if I'm pregnant or breastfeeding?Please inform your provider during your consultation if you are pregnant, trying to become pregnant, or breastfeeding. Many dermatological treatments need to be modified during pregnancy and breastfeeding. Our providers will recommend safe treatment options appropriate for your situation.
- How do compounded medications differ from regular prescriptions?Compounded medications are specially prepared by licensed pharmacists to match your provider's prescription and your individual needs. Unlike mass-produced drugs, compounded treatments can be customized in strength, dosage form (such as cream, gel, or capsule), and ingredients to best suit your skin type and condition. They are prepared in accredited compounding pharmacies that follow strict quality and safety standards. Please note that compounded medications are not FDA-approved. At Telederm, every prescription is a custom-compounded formula — we do not dispense commercially manufactured drugs.
- What is a monograph, and why is it important?A monograph is detailed information about your compounded medication, including ingredients, proper usage instructions, potential side effects, and storage requirements. This information is provided with your prescription to ensure you use your medication safely and effectively.
- Can I continue using my current skincare products with prescribed treatments?This depends on your specific treatment and current products. During your consultation, please list all skincare products you're currently using. Your provider will advise which products to continue, which to stop, and any that might interact with your prescribed treatment.
- How long should I use my prescribed treatment?Treatment duration varies by condition and individual response. Your provider will give you specific instructions on how long to use your medication. Always complete the full treatment course unless instructed otherwise by your provider.
- What if my skin gets worse after starting treatment?Some treatments may cause initial purging or adjustment periods, depending on the condition being treated. However, if you experience severe irritation, worsening symptoms, or unexpected reactions, stop the medication and contact your provider immediately through your patient portal or call our pharmacy support line. Call 911 for emergencies
- Can I travel with my compounded medications?Yes, you can travel with your medications. Always keep them in their original, clearly labeled containers. For air travel, pack your medications in carry-on luggage when possible. If you're traveling internationally, check with the destination country's embassy or regulatory authority in advance to confirm whether your medications are allowed and if any documentation is required for import.
- How should I store my compounded medications?Follow the storage instructions on your medication label. Most medications should be kept at room temperature, away from heat, light, and moisture. Avoid storing them in bathrooms, cars, or areas with temperature changes. Some compounded medications may require special storage or handling to maintain potency and shelf life — check your specific instructions, or contact our pharmacy team if you're unsure.
- What is an RX number and why do I need one?An RX number is a unique identifier assigned to your prescription for tracking and pharmacy management purposes. It helps ensure proper handling of your medication through the compounding and shipping process. You'll receive this number once your prescription is processed.
- How do I know my prescription has been received by the pharmacy?Once your prescription is sent to our compounding pharmacy, you'll see status updates in your patient portal. You'll receive notifications when your prescription moves through different stages: received, in lab, ready to ship, and mailed.
- Can I get a prescription sent to my local pharmacy instead?Our service is designed as an all-in-one experience — your medication is custom compounded specifically for you and shipped directly to your home as part of your treatment plan.
Since our formulas are custom compounded medications, they cannot be prepared at standard retail pharmacies. Our provider messaging and support are designed to support active treatment plans managed through our platform. - What if my package is damaged or lost in shipping?If your package is damaged or lost during shipping, please contact us immediately through your patient dashboard by going to:
Support → Send a message
We will work with the shipping carrier to resolve the issue and ensure your medication is delivered. If your package arrives damaged, please do not discard it — keep all packaging and contents for documentation purposes. - How do you ensure medication quality and safety?All medications are compounded by licensed pharmacists in our licensed compounding pharmacy following strict quality standards. We use pharmaceutical-grade ingredients and follow proper storage and shipping protocols. Each medication includes batch information and beyond use dates for safety tracking.
- Can I request changes or additional medications after my visit?Your visit includes a provider evaluation and personalized treatment plan. In some cases, minor adjustments or follow-up requests may be accommodated within a limited time after your visit. After this period, or if additional treatment changes are requested, a new visit may be required to ensure safe and appropriate care.
- How do treatment and follow-ups work?During your visit, your provider creates a personalized treatment plan based on your condition.
If you have questions or need small adjustments, we may be able to help within a short follow-up window after your visit. This allows your provider to make appropriate updates related to your original condition.
If more time has passed or you’d like to explore new treatment options, we may recommend starting a new visit so your provider can reassess your condition and make the best recommendations for you.
This approach helps ensure you receive safe, accurate, and effective care every step of the way. - Are there any formulas Telederm cannot prescribe?Yes. We are unable to prescribe or fulfill compounded formulas that contain controlled substances. If your current formula includes a controlled ingredient, please consult with your prescribing provider directly. If you are unsure whether your formula contains a controlled substance, feel free to contact our support team before submitting your visit.
Shipping & Delivery
- How does shipping work?Once a prescription is approved, it is compounded and shipped via tracked mail. You'll receive a notification when it's on the way and you will be able to track it as well.
- Is your packaging discreet?Yes. All orders are shipped in plain packaging without branding or indication of contents.
- When is my next delivery?You can view upcoming deliveries in your account. Refill reminders will also be sent via email if you enable reminders. We do not automatically ship or refill anything unless you submit a request through your account.
- Where is my order?Track your order using the link provided in your confirmation email or in your account dashboard.
- Why hasn't my order processed yet?It may be awaiting provider approval, payment confirmation, or pharmacy review. Check your account for updates.
- How do I update my address?Update your shipping information under account settings. Changes must be made before your order is processed.
- Why is my order being returned to sender?This may happen due to an invalid or outdated address. Contact us immediately to resolve the issue.
- How do I track my prescription once it ships?You'll receive tracking information via email and in your patient portal once your prescription ships. We use reputable carriers like FedEx and USPS. Click on the tracking number to monitor your package's progress directly with the carrier.
Troubleshooting
- I'm having trouble uploading photos. What should I do?Ensure your photos are in JPG or PNG format and under 10MB each. Try using a different browser or device if upload issues persist, and clear your browser cache. If problems continue, please reach out through your patient dashboard by going to:
Clinical Messages - Can I use the service on my mobile device?Yes! Our platform is fully responsive and works on smartphones and tablets. You can complete consultations, upload photos, access your patient dashboard, and manage your account from any device with internet access. We are also excited to announce that our mobile app is launching soon for an even smoother experience!
- Website issues?Try clearing your cache or switching browsers. If issues persist, please reach out through your patient dashboard by going to:
Support → Send a message - App troubleshootingIf using a mobile device, make sure your software is up to date. Restart your phone and check your internet connection.
- Having trouble logging in?Please note that your account, visits, and prescriptions are all linked to the email address you used when you first registered or started your visit. Make sure you are signing in with that same email address. If you create a new account with a different email, you will not be able to access your previous visits or prescriptions.
To reset your password, use the Forgot Password option on the login page. If you are still unable to access your account, please reach out through:
Support → Send a message - Connectivity issues during a telehealth appointment?Try switching to a different Wi-Fi network or restarting your device. If the issue persists, you may need to reschedule.
Still have questions?
Contact us at support@telederm.me. Our team is here to help.