We’ve Got Your Answers
No panic-scroll required. Here are the questions we hear most about orders, shipping, subscriptions, formulas, pregnancy, breastfeeding, and the skin stuff that gets weird when life gets real.
Orders, Shipping & Subscriptions
Where do you ship?
Right now we ship within the United States only, including Alaska, Hawaii, and U.S. territories. We do not offer international shipping yet.
How much is shipping?
Standard shipping is a $7 flat rate within the United States. Orders of $55 or more ship free before tax and after any discounts are applied.
When will my order ship and arrive?
Orders process Monday through Friday, excluding holidays. Please allow 1-3 business days for us to pack and ship your order. Once shipped, standard delivery usually takes 3-7 business days, though carrier delays and high-volume moments can stretch that timing.
Can I change or cancel my order?
Email hello@morethannine.com as soon as you notice the issue. We move quickly, so we cannot guarantee changes or cancellations before an order ships. Once it is on its way, it will need to follow the return process.
What if my package is lost, stolen, damaged, or wrong?
If tracking says delivered but you cannot find it, check with your household, neighbors, and local carrier first. If it still has not turned up, or if something arrives damaged, defective, or incorrect, email hello@morethannine.com within 7 days with your order number and photos if you have them. We will do our best to make it right.
How do returns and refunds work?
Eligible returns are accepted within 30 days of delivery. You can start a return from your account at account.morethannine.com or email hello@morethannine.com. Return shipping is a flat $5, deducted from the refund. Once your return is received and approved, refunds go back to the original payment method within 5-10 business days.
How do I manage or cancel a subscription?
You can skip, pause, reschedule, swap products, update your address or payment method, or cancel from the Subscriptions section of your customer account. Make changes at least 24 hours before the next scheduled order. There is no cancellation fee, and if you want help, email hello@morethannine.com with your order number and account email.
Products & Routine
What makes More Than Nine different?
More Than Nine is skincare from Dr. Aegean Chan, a board-certified dermatologist, dermatopathologist, published researcher, and mom of three. The goal is simple: evidence-backed products and clear answers without fear-based marketing, ingredient guilt trips, or advice that makes motherhood feel harder than it already is.
Are your products appropriate for pregnancy, postpartum, and breastfeeding?
Yes. The formulas are made for all stages of motherhood, including pregnancy, postpartum, and breastfeeding. Each formula is reviewed by an independent toxicologist and developed with well-studied ingredients at conservative concentrations. We like fewer panic spirals and more useful answers.
Are your products good for sensitive skin?
They were formulated with sensitive and reactive skin in mind. More Than Nine products have been evaluated through independently administered Repeat Insult Patch Testing, including people with sensitive skin. No product can promise to work for absolutely everyone, but the testing supports that the formulas are well tolerated when used as directed.
Where should I start if I am new here?
If you want the basics handled, start with The Start Here Set: The Take a Sec Cleanser and The Go-To Moisturizer. It is the simple daily routine Dr. Aegean would tell almost any busy mom to begin with: cleanse without stripping, then hydrate and support the skin barrier.
Can The Take a Sec Cleanser remove makeup and be used around the eyes?
Yes. The Take a Sec Cleanser removes makeup, sunscreen, and everyday grime in one step, no double cleanse required. It was independently evaluated using the EpiOcular Eye Irritation Test, a validated non-animal method for assessing eye irritation potential, and is considered a non-ocular irritant when used as directed. If stinging happens, rinse thoroughly and stop using it around the eye area.
How often should I use The Look Alive Exfoliator?
Start a few times a week, then increase as tolerated. The water-activated powder turns into a soft paste that gently smooths with enzymes instead of harsh scrubbing or the sting of stronger liquid acids. It is gentle enough for daily use if your skin is comfortable with that pace. Your skin gets a vote.
Is The Go-To Moisturizer non-comedogenic?
Yes. The Go-To Moisturizer was evaluated through independent non-comedogenic testing, a standard dermatologic assessment for whether a product is likely to clog pores when used as directed. In testing, it did not show a tendency to contribute to clogged pore formation, which supports use for acne- and breakout-prone skin.
Pregnancy, Nursing & Kids
Do I need a totally different skincare routine during pregnancy?
Usually, no. For many people, the smarter move is simplifying: fewer, well-tolerated products, a supported skin barrier, and avoiding ingredients that are not recommended during pregnancy, like retinoids. You do not need to throw out everything and start over unless the ingredients or your skin are asking for it.
Can I use retinol during pregnancy?
No. Retinol and other retinoids are not recommended during pregnancy. Dermatology and obstetric guidance advise avoiding them during this time. If you used one before you realized you were pregnant, do not panic, but stop using it and ask your clinician what is right for you.
Is salicylic acid safe during pregnancy, trying to conceive, or breastfeeding?
Low-strength, occasional topical use is generally considered low risk because absorption is minimal. During pregnancy, avoid frequent, widespread, or high-concentration use. While trying to conceive or breastfeeding, low-strength use is also generally considered compatible when used as directed, but your clinician should guide personal decisions.
Is breastfeeding skincare safety the same as pregnancy?
Not exactly. Breastfeeding usually allows more flexibility because the main question becomes what gets into the bloodstream and breast milk, plus what could transfer through direct skin contact. Avoid applying products to areas your baby will touch or feed from unless the product is meant for that use.
Will my skincare transfer to my baby?
It can through direct skin contact. Keep stronger actives, fragranced products, and non-baby-intended formulas away from the chest or other areas your baby regularly touches. For nipple care, The Everything is Fine Balm was designed for nursing when used as directed; remove any visible excess before feeding if that feels more comfortable.
Do kids need a full skincare routine?
No. Most kids do not need a multi-step routine, and strong actives like acids or retinol usually are not necessary unless a clinician recommends them. Gentle cleansing, moisturizer, and sunscreen are the basics. Simple wins here.
Can More Than Nine give personal medical advice?
We can share product information and educational guidance, but messages through the site, email, chat, or social are not medical care and cannot diagnose or treat a condition. For personal medical questions, pregnancy-specific concerns, reactions, or anything that feels urgent, please check in with your dermatologist, OB-GYN, pediatrician, or another qualified clinician.
