Please read through these frequently asked questions before contacting us.
1. Ordering
1.1. Can I change my order during checkout?
1.2. Can I cancel my order?
1.3. What payment methods do you accept?
1.4. What if I don’t have a credit card?
1.5. Is this site secure?
1.6. Can I purchase by phone?
2. Shipping
2.1. When will my order arrive?
2.2. Who will deliver my package?
2.3. What if my product was damaged?
2.4. What if my order was never received, even if it was reported as delivered?
2.5. Where is my replacement or refund?
3. My Account
3.1. How do I access my account? How do I change my billing and shipping information?
3.2. What if an error occurred when placing an order?
3.3. Privacy Policy
4. Return Policy
4.1. Return Conditions
1. Ordering
1.1. Can I change my order during checkout?
Yes. You can adjust your order at any time before you click the “Submit” button. Once submitted, it is not possible to change your order.
1.2. Can I cancel my order?
All sales are final. Orders cannot be cancelled once they’re placed. This policy cannot be contested for any reason. However, orders may be changed for a different product ONLY if the original order has not been shipped yet.
1.3. What payment methods do you accept?
For online and phone orders, we accept Visa, MasterCard, Discover and American Express credit cards. This web site uses a secure, 128-bit VeriSign ordering system to keep your information private and safe. Please read our Privacy Policy.
1.4. What if I don’t have a credit card?
If you don’t have a credit card, don’t worry, we also except payment through Paypal (www.biocutis.com/paypal), Western Union or a direct bank deposit. Please call Customer Service at 1-866-246-7546 for more information.
1.5. Is this site secure?
Yes. Every transaction is guaranteed to be safe and secure. You will not be held responsible for unauthorized charges made to your credit card while shopping on this site.
This site is VeriSign secured. This site uses a safe and Secure Sockets Layer (SSL) 128-bit encrypted order form. Your credit card information is transmitted directly to the banking network for authorization.
The geographic location of your computer is automatically determined and recorded for security purposes. Credit card fraud is a felony punishable by heavy fines and imprisonment. You can read a full description of our Privacy Policy by clicking here.
1.6. Can I purchase by phone?
Yes. You can easily place an order by phone, by calling toll-free, 1-800-368-6693 (1-800-BIO-SKIN) if you are from the USA or CANADA or at 1-702-947-0567 if you are from outside the USA.
2. Shipping
2.1. When will my order arrive?
Most orders will arrive within 4 to 7 business days after your order has been processed.
Please allow 1 to 2 business days to process your order. This allows enough time to process your credit card payment through your financial institution.
Please note: If your order does not arrive within 30 days, there may be a problem due to inventory backorder or a problem with the mailing address. If you experience any problem with your shipping, please contact a customer service representatives by calling 1-800-368-6693. We will help you to solve the problem promptly.
2.2. Who will deliver my package?
Orders will be delivered via the courier you choose or via the most efficient shipping method available, which in most cases will be FedEx or the United States Postal Service (USPS).
Once your order has been shipped, you will receive a shipped confirmation e-mail, which will include your Tracking Number. To track your orders go to www.fedex.com or www.usps.com.
2.3. What if my product was damaged?
Immediately contact a customer service representative by calling 1-800-368-6693 or send an email to [email protected] to report the situation. Include details such as: package condition, how it was received (left at front door, signed for), description of the nature of the damage, since these are important details in handling this type of situation. Please DO NOT ship the item back to us without first being instructed to do so.
2.4. What if my order was never received, even if it was reported as delivered?
If you didn’t receive your order even though it shows a Delivery Confirmed by the FedEx or USPS tracking number, please contact www.fedex.com or your local post office first with the tracking information. FedEx or the post office will assist you in locating this order. If you have already contacted them and still failed to locate your order, please contact our customer service support immediately as we will be more than happy to assist you with the problem.
2.5. Where is my replacement or refund?
Requests for replacements or refunds will be processed promptly upon receipt of your returned package. Allow 7 – 14 days (not including delivery time for mail refunds) to process you refund. Please keep in mind the customer’s bank has to post our credit in the billing cycle in which it was received; hence the number of days it takes for the credit to post to the customer’s account can slightly vary depending on how quickly the customer’s bank posts our refund.
Note: If you should receive the original order in the meantime, please let us know, and kindly return the extra shipment to our warehouse. We appreciate your cooperation and patience with this matter.
3. My Account
3.1. How do I access my account? How do I change my billing and shipping information?
To access to your account, please contact our customer service representatives calling 1-800-368-6693 or 1-702-947-0567. You will be given instructions on how to change your personal information.
3.2 What if an error occurred when placing an order?
We apologize if you experienced difficulties while attempting to place an order on our web site. This may have occurred during the updating of our database. If this occurs, please try placing your order again at a later time. If you are unsure if an order was actually submitted and/or processed, please call toll-free at 1-800-368-6693 or 1-702-947-0567.
3.3. Privacy Policy
We are committed to protecting the privacy of our online visitors. We collect information from online visitors who ask to be on our newsletter mailing list and/or receive periodic email announcements. Anyone who wishes can choose to be removed from our mailing list at any time. In addition, online visitors who wish to purchase a membership through our web site must provide their name, email address, mailing address, and credit card number and expiration date. All credit card transactions occur over a secure connection. All online visitor data collected by us is protected against unauthorized access. We will not sell, trade, or give your personal information to other companies or organizations.
4. Return Policy
4.1. Return Conditions
We believe in complete customer satisfaction. This is reflected in our 90-day satisfaction guaranteed return policy.
If for any reason you are not satisfied with the results of our cream, we will honor our guarantee statement. The 90 day money back guarantee is only effective on first time purchases of no more than one jar of BIOSKINFORTE cream (50 grams). We ask that you try the product for at least 4 weeks before you make a judgment of its results. We believe that 90 days is a sufficient amount of time to notice improvements.
We regret that the original shipping costs and return freight charges cannot be refunded. Furthermore, we will deduct $9 for each item returned to cover processing costs.
If you are entitled to refund please read and follow the return & refund process.