How to place an order?
Please follow up on the following steps to receive the invoice, pay for the order, and receive the goods.
1) choose the product
2) put it on your cart
3) do the checkout
4) fill in the shipping address
5) choose the method of payment
6) you will receive payment instructions by e-mail (check the spam folder).
7) pay for the order.
Where can I check the status of my order?
Once an order is placed you can check the status in My Account-> Personal Cabinet
In this section of the website, you can check your orders and account details.
How can I change my order?
Orders can be edited only if the order is not shipped, after shipment, a change in the order is no longer possible.
Please notice that during the sales period, orders are not editable.
Once the order is paid you can add items by sending us a mail at firstname.lastname@example.org or email@example.com
How can I cancel my order?
Orders can be cancelled only if the order is not shipped, after shipment, cancellation is no longer available.
After the shipment, cancellation will not be possible, however, customers can apply for a return if they are not satisfied with the products.
To cancel your order please send us a mail at firstname.lastname@example.org or email@example.com
How much is the shipping fee?
Standard Shipping starts from 38 USD
Free shipping starts from a $300.00 product purchase.
How long will it take for my order to be processed?
Most of our orders are shipped within 1-2 business days after placing the order. We ask for your patience in this process.
How long does it take to receive my order?
USA 2-3 business day standard shipping
Canada 3-4 business day standard shipping
Australia 5-6 business day standard shipping
Ireland 6-7 business day standard shipping
Belgium 6-7 business day standard shipping
Germany 6-7 business days standard shipping
Iceland 6-7 business day standard shipping
UK 4-5 business days standard shipping
Colombia 4-5 business days standard shipping
Japan 4-5 business days standard shipping
Philippines 5-6 business days standard shipping
Saudi Arabia takes 6-7 business days for standard shipping.
Colombia 6-7 business days standard shipping.
Spain 10-20 business days standard shipping
Mexico 15-28 business days standard shipping
In other countries of Latin America 15-28 business day standard shipping.
Ireland 5-6 business days by standard shipping*
Greece ** 7-10 business day standard shipping*
*Due to the regulations of your country, we usually send products whose total value does not exceed 200 USD.
How do I track my order?
A confirmation email with the tracking number will be sent after the order is processed and shipped out.
Please check both inbox and spam folders for an email with tracking information.
If you don’t receive the email with the tracking number within 5 business days of placing the order, send us a message at firstname.lastname@example.org or email@example.com
Are there taxes for receiving my package?
Import tax fee depends on the customer’s country's laws on importing. Local customs offices can provide the potential fees eligible for your order.
These import tax fees should be taken care of by the customers themselves. We and our logistics provider take no responsibility for import tax fees or seized goods.
What if the package gets stuck or seized at customs?
If the product is stopped or seized in customs, please contact the local customs office and request them to release the package, by paying the import fee or you can reject it so that it can be returned to the sender.
After receiving the returned package, we will ship the package again for free or we will refund the product amount, as per the customer's preference. The customer will be charged for shipping costs only.
For a refund, the original delivery fee will be deducted from the total amount. Please notice that a refund will only be initiated if the returned package is received, we would not take responsibility for seized products.
Received a damaged box
All products are well packed and shipped on our side. Unfortunately, we cannot control shipping companies and it is difficult to compensate for the reason why the box is damaged. When you receive a damaged package but the product inside the box is not damaged it does not count as a damaged item. Thus, there is no refund/store credit/replacement. When the product inside the box is damaged, then we can accept claims within 30 days from delivery. In the case that you received a damaged product, please take a picture or video showing the damage and send us a message to firstname.lastname@example.org or email@example.com
Please notice that we cannot provide you with a medical opinion. If you are not aware of the adequate administration method, encourage you to consult an appropriate professional for advice based on your specific circumstances.
All the information provided through our customer service centre is meant to supplement, not replace advice from your doctor or healthcare provider and is not meant to cover all possible uses, precautions, interactions or adverse effects. This information may not fit your specific health circumstances. Never delay or disregard seeking professional medical advice from your doctor or other qualified healthcare providers. You should always speak with your doctor or health care professional before you start, stop, or change any prescribed part of your health care plan or treatment to determine what course of therapy is right for you.
How to store the products?
Please keep the products in a dry place avoiding direct sunlight keeping an optimum temperature and humidity conditions, and regulate them throw an electronic thermostat for the best storage
Toxins and Saxenda Pen must be kept refrigerated at the temperature of 2° C to 8° C.
For more information about how to store toxins, please review the next article:
Why do I receive an empty vial?
Although it looks like an empty vial, at first sight, all the vials have the units accounted for.
For more information about toxins, please review the next article:
We offer saline for free if you order toxins on our website. However, there’s a possibility for the package of saline to be missing or damaged during the shipment. The saline is given to help our customers to reconstitute the products that need to be mixed with saline. Notwithstanding, in the case of missing or damaged saline we do not compensate the amount of money with a refund, credits or reshipment. Saline is available in all local pharmacies.
Did my payment come through?
A confirmation email will be sent to the customer's email when the payment is completed. It is recommended to check both inbox and spam.
If you have not received the confirmation email, please contact us at firstname.lastname@example.org or email@example.com
After the order is processed and ready for shipment, a confirmation email with the tracking number will be sent.
Why did my payment with the card not go through?
It can be for several reasons, the most common are wrong information, amount excessed, insufficient funds, the card is not allowed for international transactions and 303 error
->Because the card is not allowed for international transactions.
Please call the card issuer and after getting authorization please place your order again on the website.
-> 303 error or 3D Secure Authentication
As this is an overseas transaction, the communication between the authentication company and your card issuer may be cut off momentarily. To avoid this situation, please check carefully that your Wi-Fi is working properly and try to complete the payment again.
If you are still unable to complete the transaction your card may experience a 303 error, which means that your card is not enrolled in 3DSecure Authentication. It can happen if the issuer's 3D Secure server is down or if the issuer doesn't support it, despite the card network requiring support.
Our payment system was updated recently and does not accept cards that
are not enrolled in the 3DSecure Authentication.
If no one of the cases mentioned above helps you to process your payment, please use our alternative payment methods Amex(Card) and Wise Transfer.
Is there another alternative payment method available?
PayPal, Zelle, and Venmo are not available as payment options
Return refund and replacement
How to apply for a replacement or refund?
A return, refund or replacement can be requested within 30 days from the delivery date by email. Each case has a different way to deal with a problem. We will refund or exchange the order after receiving the returned package. If the issue is reported after 30 days from the delivery, no claim will be accepted. For more details, please check our
How long does it take for a refund to be processed?
It can take several days or weeks to receive the refund. This period depends on your bank’s internal processing procedure.
If a product from my order is missing or defective, what can I do?
Please send us a message about this issue within 30 days of the delivery date through email at firstname.lastname@example.org or email@example.com. After this period, if no problem is reported, we will confirm the transaction as closed.
What can I do if I receive the wrong product?
The information about the issue should be made within 30 days of the delivery date through email at firstname.lastname@example.org or email@example.com. After this period, if no problem is reported, we will confirm the transaction as closed.
Mails should include a clear picture or video of the received product. Once the claim is processed,
We will cover the shipping fee for re-shipping items.
How can I reset my password?
On the login screen of the website, you will find a link under the access information where you can reset your password. A link to reset your password will be sent to your email, check either the inbox or the spam folder.
If you are not receiving the reactivation email, please contact us at firstname.lastname@example.org or email@example.com.
I cannot correctly visualize the website, what can I do?
We strongly suggest you visit our website through a PC better than by mobile phone and use Internet Explorer, Google Chrome or Mozilla Firefox the moment you visit our website.
We have a special price for wholesales. If you are interested in becoming our wholesale partner, we will be pleased to help you. Please visit the next page and let us know your WhatsApp number, our wholesale manager will contact you as early as possible.