Frequently Asked Questions

Ro Derm is a digital health clinic from Ro, a direct-to-patient healthcare company. Ro Derm is dedicated to making dermatologist-backed products more accessible and affordable for everyone. Ro Derm is creating a centralized, gender-neutral destination for telehealth-appropriate diagnoses, treatments and other offerings, follow-ups, education, and community—ultimately, to better meet Ro Derm members’ needs.

Ro Derm’s new branding and packaging will begin rolling out on 2/15/22. If you are a current Roman or Rory skincare member, you will start to receive Ro Derm-branded treatments and products on your shipping cycles starting after 4/1/22.

While Ro Derm is initially launched, skincare offerings through Roman and Rory will still be available. Eventually, all skincare offerings will only be available through Ro Derm. The Rory brand will be phased out following the transition. Members receiving treatments and products for non-skincare conditions through Roman will continue receiving those treatments and products through Roman. Hair loss treatments will also remain available through Roman and not through Ro Derm.

Treatments for other dermatological conditions that are currently available through Roman and Rory (eyelash growth, eczema, dandruff, and hyperhidrosis) will gradually be migrated over to Ro Derm.

No, the skincare formulations are staying the same at this time. Only the branding, product names, and packaging are being updated. For reference, here are the name updates:

• Rory skincare or Roman skincare → Ro Derm
• Nightly Defense → Custom Rx Treatment
• Antioxidant Face Cleanser → Hydrating Cleanser
• Weightless Face Moisturizer → Protecting SPF Lotion

No, you do not need to do anything to opt in. All you have to do is wait for your first Ro Derm package to arrive at your doorstep.

Ro Derm uses telemedicine technology to connect you with a US-licensed healthcare professional to provide you with prescription treatment to address your skin concerns conveniently and affordably.

It starts with your online visit. The healthcare professional needs to know about your general health and your skin concerns. If required, they may need an unedited photo of you and your ID (that shows your picture and birthdate), so they know who they will be helping. For certain conditions, a photo of the affected area is typically also needed to evaluate your skin.

The healthcare professional reviews everything, determines if you’re a candidate for telemedicine and whether treatment is right for you, and, if so, prescribes the appropriate treatment.

Along with your prescription, your doctor or nurse practitioner will provide you with a treatment plan that includes a great deal of information about your treatment as well as other useful health information. It’s important that you take the time to read it all to be informed and better prepared to take care of your skin.

Not only will your provider start you off with prescription treatment, but they will partner with you on your healthcare journey, and, as your skin evolves, they will re-evaluate and, if appropriate, make adjustments to your treatment.

Ro Derm takes your privacy and the security of your information very seriously. The Ro Derm platform has been designed to comply with all relevant privacy laws and strict security protocols have been implemented to protect your information.

Please read our Privacy Policy for more details.

Ro is the healthcare company that powers Ro Derm. Ro is a direct-to-patient telehealth company that handles everything from diagnosis, to the convenient delivery of medication and other products, to ongoing care. Learn more about Ro.

Custom Rx Treatment is a customized skincare treatment that is intended to be used on the face. It is a compounded drug product, which means it is a mixture of different ingredients that are each selected based on your specific needs. While compounded medications are not FDA-approved, they serve an important patient need—especially when FDA-approved medication is not available for treatment.

Our team of experts, including dermatologists and our very own Chief Medical Officer, created the Custom Rx Treatment formulations and selected a cleanser and SPF lotion to complement them.

If prescribed, there are several different ingredients that may end up in your formulation of Custom Rx Treatment. Through Ro Derm, you’ll be connected with a US-licensed healthcare professional who will select the most appropriate combination of ingredients, tailoring the formulation to your specific skin concerns and goals. You will receive information about the ingredients in your formulation in your treatment plan.

Custom Rx Treatment is made with a blend of ingredients that were hand-selected by a dermatologist and customized to fit your needs. Depending on your specific skin type, concerns, and goals, the ingredients in your Custom Rx Treatment may include:

• Tretinoin (see Important Safety Information)
• Azelaic acid (see Important Safety Information)
• Niacinamide
• Vitamin E acetate
• Magnesium ascorbyl phosphate (MAP)
• Tranexamic acid
• Ceramides
• Hyaluronic acid

If prescribed, you will receive a detailed treatment plan that describes which ingredients are included in your custom formulation.

Ro Derm’s Hydrating Cleanser delivers an invigorating cleansing experience as it sweeps away dirt, oil, and environmental pollutants—leaving your skin feeling nourished. These are the key ingredients in the formula:

• Green tea
• Vitamin C
• CoQ10

And here is the full ingredient list:

• Purified Water
• Sorbitol
• Ammonium Lauryl Sulfate
• Cetyl Alcohol
• Stearyl Alcohol
• Camellia Sinensis (Green Tea) Leaf Extract
• Camellia Sinensis (White Tea) Leaf Extract
• Camellia Sinensis (Green Tea) Polyphenols
• Phospholipids
• Ascorbyl Glucoside
• Citrus Aurae ntium Dulcis (Orange) Fruit Extract
• Retinyl Palmitate
• Ascorbyl Palmitate
• Tocopheryl Acetate
• Ascorbic Acid
• Superoxide Disue tase
• Ubiquinone (Coenzyme Q10)
• Bisabolol, Sodium Benzoate
• Potassium Sorbate
• Phenoxyethe anol
• Disodium EDTA.

Ro Derm’s Protecting SPF Lotion offers SPF 28 broad spectrum (UVA and UVB) protection. Here are the key ingredients in the formula:

Active ingredients:

• Octinoxate 7%
• Zinc oxide 6%

Key inactive ingredients:

• Green Tea
• Vitamin E
• Cica

And here is the full list of inactive ingredients:

• Water
• Isocetyl Stearate
• Cetyl Dimethicone
• Styrene/Acrylates Copolymer
• Sorbitol
• Ethyl Macadamiate
• Cetearyl Alcohol
• Dimethicone
• Acrylates/Dimethicone Copolymer
• Phenoxyethanol
• Glyceryl Stearate
• Glycerin
• Hydroxyethyl Acrylate/Sodium Acryloyldimethyl Taurate Copolymer
• PEG-100 Stearate
• Ceteareth-20
• Ethylhexyl Salicylate
• VP/Eicosene Copolymer
• Xanthan Gum
• Polymethyl Methacrylate
• Caprylyl Glycol
• Cocos Nucifera (Coconut) Oil
• Ethylhexylglycerin
• Vaccinium Vitis-Idaea Fruit Extract
• Quercus Suber Bark Extract
• Triethoxycaprylylsilane
• Camellia Sinensis Leaf Extract
• Disodium EDTA
• Tocopheryl Acetate
• Oak Root Extract
• Centella Asiatica Extract
• Polygonum Aviculare Extract
• Citric Acid
• Gluconolactone
• Isomalt
• Calcium Gluconate
• Lecithin
• Vitis Vinifera (Grape) Fruit Cell Extract
• Sodium Benzoate
• Lepidium Sativum Sprout Extract

We acknowledge that “clean beauty” is an unregulated term, but we understand that people have preferences about the products they use. With guidance from our in-house dermatologists, we have decided not to formulate with the most common skin allergens, per the American Contact Dermatitis Society.

Custom Rx Treatment is tailored to target a wide range of skin concerns. These include:

• Fine lines and wrinkles
• Acne
• Clogged pores
• Dark spots
• Discoloration
• Uneven skin tone
• Skin firmness
• Skin texture
• Inflammation
• Redness
• Dryness
• Dullness

During your online visit, you will be asked about your specific skin goals, including which concerns you’d most like to address. If prescribed, your bottle of Custom Rx Treatment will include ingredients that are selected based on the concerns and goals you’ve indicated.

In many cases, yes. Depending on your specific treatment, your provider may recommend avoiding skincare products that have ingredients such as salicylic acid, glycolic acid, or benzoyl peroxide—at least during the beginning weeks of treatment. If you have any questions about specific products, you can message your provider for guidance. If you are using other topical prescription medications, make sure to tell your provider.

Prescription skincare can make your skin more prone to irritation and sensitive to the sun, so Ro Derm offers its own dermatologist-selected skincare products to complement your treatment: its refreshing Hydrating Cleanser and its UVA/UVB broad-spectrum sunscreen, Protecting SPF Lotion. For those engaging in extended outdoor activity, a stronger broad-spectrum sunscreen with an SPF of at least 30 is recommended.

When using Custom Rx Treatment, the timing of the effects of your treatment will be dependent on many factors, including your specific skincare goals (e.g., reducing the appearance of fine lines and wrinkles, reducing redness, etc.), how severe your symptoms are, how well you tolerate the treatment, and others. It is also important to understand that—for certain treatments—your skin may appear worse before it gets better. Depending on the treatment you are prescribed, you will receive detailed information on the formulation, what to expect and when, as well as tips on how to mitigate any side effects such as redness, peeling, and flaking that may occur as your skin acclimates to the treatment.

Many people have acne, and it can be a frustrating condition to live with. Clearing up the skin, reducing painful inflammation, as well as preventing new breakouts are goals for many who suffer from acne. Luckily, there are many different treatments for acne, ranging from over-the-counter topical treatments like benzoyl peroxide, to prescription topical or oral antibiotics, to vitamin A compounds called retinoids.

Research shows that a combination of treatments—rather than any single treatment alone—may be more effective at addressing acne. That’s why, if you are prescribed Custom Rx Treatment for acne, your formulation will include two anti-acne powerhouses: tretinoin and azelaic acid. Each targets different contributing factors to acne. Tretinoin is a retinoid medication that increases the turnover of skin cells, opening pores and releasing bacteria and other irritants that may be trapped inside. It’s also a mainstay of acne maintenance treatment because all acne lesions start with clogged pores, and consistent use helps prevent further clogging. Azelaic acid fights inflammation and reduces the growth of bacteria that contribute to acne. Moreover, it acts to reduce skin discoloration left over from previous acne.

Healthcare professionals on the Ro Derm platform do not prescribe skincare treatment to women who are pregnant, possibly pregnant, trying to become pregnant, or breastfeeding.

If you begin trying to conceive or become pregnant while using Custom Rx Treatment, please inform your provider immediately. Your provider will likely ask you to stop treatment. Many skincare ingredients have not been extensively or adequately studied to determine whether they are safe to use during pregnancy and are thus not recommended to be used during pregnancy.

Custom Rx Treatment comes in an airless pump bottle, which protects your formula from exposure to air until you dispense it. This packaging preserves the formula’s potency and uses a vacuum system—not a dip tube (or straw)—to pump it out.

If your formula does not dispense on first use, here’s what to do:

• Keep the cap on and flip your bottle upside down.
• Tap the top of the bottle on your countertop or your hand a couple of times.
• Pump 2-3 times (or until the product comes out) to activate the vacuum pump system.
• Repeat this process if needed.

For each application, it’s recommended that you use a chocolate chip-sized amount (approximately one pump). It may be tempting to apply more than the recommended dosage, but overusing the product doesn’t lead to better or faster results—it only increases the risk of side effects.

All of the providers on the Ro Derm platform are US-licensed healthcare professionals. Each provider undergoes an extensive background check and license verification process.

When you message or talk with a provider on the Ro Derm platform, you can see their resume, medical license, and credentials any time you want.

Ro is a complement to—not a replacement for—your primary care provider (PCP). It’s important to keep your PCP and any other healthcare providers involved in your care up to date with your care through Ro. You can head to your account and message the medical support team any time you want to share your medical information with your PCP or other healthcare providers.

Yes. Ro Derm has built telemedicine technologies to enable doctors and nurse practitioners to practice medicine and take care of patients remotely. Every doctor or nurse practitioner you interact with is licensed to prescribe medicine and treat patients in your state. If you have feedback about the platform or a complaint regarding a doctor or nurse practitioner on the Ro Derm platform, please email [email protected]

Yes. Telemedicine is safe and effective—as long as patients answer questions truthfully, accurately, and completely. It’s also important that you only upload pictures of yourself and your ID (not someone else’s), and that you take those pictures during the online visit. Healthcare professionals can only be effective when they have accurate, current information about your case—both in telemedicine and in-person visits.

Doctors and nurse practitioners on the Ro Derm platform depend solely on the information you provide during your visit and via secure chat, phone, or video. They have no way of externally verifying the information you provide. In addition, if prescribed medication, it’s necessary to read the personalized treatment plan your doctor or nurse practitioner sends you before using any medication. Only by reading this information in its entirety and fully understanding the content can you adequately weigh the risks and benefits of the treatment.

After your online visit, a doctor or nurse practitioner will complete their review of your symptoms, concerns, and medical history usually within 48 hours. After this, they will reach out to you.

If you’ve been waiting longer than this, please email [email protected] and we’ll take care of it.

It depends. Telemedicine laws vary by state. A small number of states require a provider and patient to chat via video. If you live in one of those states, after your initial online visit, a doctor or nurse practitioner will reach out to set up a convenient time for a video chat.

Your doctor or nurse practitioner will need to confirm your identity before treating you via telemedicine. In order to confirm your identity, we need two photos:

1. A photo of your government-issued ID
   Must include:
   • First & last name
   • Photo
   • Date of birth
   • ID expiration date (cannot be expired)
2. A clear photo of your face
   Cannot include:
   • Sunglasses, hats, or other facial obstructions
   • Family photos
   • Filters
   • Pictures of a picture

We’ll use these photos only to confirm that the pictures match each other. If you have any questions about how to upload your photos, please email [email protected]

In an emergency, please call 9-1-1 immediately.

Your online visit is free.

The cost of your treatment depends on the type and amount of product or medication you receive. On the Ro Derm bimonthly plan, you will receive a 60-day supply of your skincare and be billed every 2 months.

You’re only charged for the medication after a doctor or nurse practitioner has approved a personalized treatment plan.

Services, products, and medications offered through Ro Derm are not covered by insurance.

If regular shipments are not right for you, you can also switch to on-demand shipments after you receive your first order. Additionally, you can pause or delay individual shipments.

To make updates to your plan, pause, or cancel any orders, please visit the Plan Details section of your My Ro account.

Unfortunately, Ro Derm cannot accept returns of prescription products for reuse or resale, and all sales are final. However, if you feel Ro Derm has made an error in the filling of your prescription, please contact us at [email protected]