FAQ

What are the customer service hours of operation?

Hours of operation for live representatives are Monday to Friday 9:00 AM to midnight EST and 10:00 AM to 5:00 PM EST on Saturday and Sunday. But you can order online 24 hours a day, 7 days a week.

Can I order if I am outside of Europe and Canada?

Yes, many other territories around the world can place an order. All prices and orders are ex-works at the shipping location in Europe. Importation and compliance with your local laws and regulatory authorities are solely your responsibility.

Can I order from you?

If you are an individual or corporation licensed to handle the products being ordered you can order from us. We do sell to unlicensed individuals under any circumstance.

I am having log-in problems/problems with resetting my password. What do I do?

If you are having log-in problems or problems resetting your password please contact one of our live representatives Monday to Thursday 9:00 AM to 12:00 PM EST and 10:00 AM to 5:00 PM EST on Saturday and Sunday. Our live representatives will be more than happy to assist you.

I don’t understand how your discount system works. Can someone clarify it for me?

Discounts are assigned on a per-volume basis. Prices decrease with larger purchases, as depicted on individual product pages. Typically the same product will cost more if you order 5 items as compared to placing an order for 10 items. Applicable discounts are incorporated into the price.

Is it possible for someone to place an order on my behalf (e.g. secretary)?

We are not require any authorization form signed by the licensed entity on file in order to allow third party order placement.

Are the prices in US dollars?

Yes, all prices quoted are based in US dollars & Euro. However you will note a convenient drop down that allows you to select other currencies to view pricing in. This is only for convenience purposes. You will be informed at checkout the currency and amount that you will be charged in.

Do you offer any incentives for returning clients?

If you have been receiving better pricing elsewhere we will meet or beat that pricing provided recent proof of the competitor pricing and terms are provided and are equal to ours.

How long does it take to get my order?

Once an order is processed, the product will be shipped out within 24 hours (Monday to Friday, except for public holidays). In the rare instance that stock is not immediately available you will be informed at the time of your order as to the expected time for your order to get out. The transit time for your order may vary. Therefore it is recommended that you call us to have a better idea of how long it may take for delivery. However up to approximately 4 days should be allowed on average.

When shipped, you will be provided with a tracking number within 24 hours of your order being shipped.

Is there a minimum quantity that I must order?

You do not need to order a minimum quantity, however there will be a $50 shipping charge for any order under $300.

What shipping methods are available to me?

Available shipping methods vary depending on the region. Please contact our customer service representatives to discuss applicable options.

Are the products offered on your web-site genuine and how do I know that they are?

All products offered by Dermal Botulinum are genuine, original items. Each product shipped comes in original manufacturer’s packaging, unadulterated and sealed. Please check the integrity of the packaging upon arrival.

Where do the products offered on your web-site come from?

We offer only genuine products sourced from Europe.

What method of payments are accepted?

Bank Transfer, MoneyGram, Bitcoin and Western Union are accepted.

Do you provide any payment terms (e.g. 30-day term)?

Unfortunately, due to the fact that Dermal Botulinum deals with international transactions, we are not able to provide our customers with payment terms.

What if there is a product I am interested in, but is not on Dermalbotulinum.com?

Please call or write to the Dermal Botulinum customer service team who would be more than happy to check the availability of the requested product for you.

What if another company has a cheaper price?

Dermal Botulinum works hard to guarantee you the lowest prices. In the case you find a cheaper price please call or write and the absolute best will be done to beat or meet it. Please note that Dermal Botulinum will require recent proof of the price and service being offered in order to verify the contents of the offer apply. Please see the competitor comparison section to see how the offers from competitors may vary.

What are the shipping charges?

Shipping is FREE on all orders over $300. Orders under $300 will incur a shipping charge of $50. Some exceptions may apply depending on the country or the region where our customers are located. Please contact our customer service team should you have any concern about this.

How do I get a refund or return a product to Dermal Botulinum?

In the unlikely event you are unhappy with the order you received, please contact Dermal Botulinum. We will only issue refunds in the following circumstances: – if we misrepresented the product packaging to you when you placed your order – if you received a damaged package – if the product is proven to be inactive when you initially use it In any of these cases, you should hold the products until you receive further instructions from Dermal Botulinum. If you are returning a product, you should ship it back in the same type of packaging that it came in. If we determine you should receive a refund, you can either request us to send a replacement or you can receive a full refund for that item. Refunds and returns are at the discretion of Dermal Botulinum and we do not guarantee we will offer a refund or accept a return in all circumstances.

What is the difference between the products listed through dermalbotulinum.com compared to the products available locally?

The only difference is the cosmetic appearance of the packaging. As multinational manufacturers are required to package their products according to the distribution country’s requirements, there may be slight packaging differences. In several cases, some products are manufactured by overseas as the major patent holder for that product may provide marketing rights to different companies in specific jurisdictions. For example, RESTYLANE® is exclusively marketed by Medicis in North America, and it is marketed exclusively in Europe by Q-Med AB. In most instances these products are manufactured in the exact same manufacturing facility that is approved by multiple regulatory authorities such as the FDA, Health Canada, and/or others as well. Of course if you are located in the jurisdiction from which the product you are ordering originates, then obviously you will receive the exact same product available through local distributors in your jurisdiction. To inquire about any of the products sold through Dermal Botulinum, please write or call and a knowledgeable customer care representative will be happy to help you.

Do you offer any incentives for referring clients to you?

Yes we do! If you are an existing customer of ours and you refer a new client to us we will give you $379 and the person you refer $379 in account credit that can be used towards the purchase of any product. The credit for a total of $379 will be applied to your account immediately once the person you referred accumulates $2000 in placed orders. We will notify you when the new client signs up and when you receive your credit. To refer someone, simply tell them to mention your name when signing up their new account, or let us know their name and contact information and we will reach out to them about setting up their new account.