Frequently Asked Question's

Our products are carefully handled and stored in warehouse fully equipped with refrigerators. These refrigerators store botulinum toxins at the temperature of 2° C to 8° C.

The room temperature of the warehouse is monitored and maintained. Any changes in the temperature are detected by an electronic thermostat.

Once toxins are dispatched, it is strongly recommended to store them in the fridge rather than in room temperature or freezer. Innotox is the only botulinum toxin that can resist in temperature up to 40° C, if stored in a closed bottle.

Note: It is never recommended to store toxins once the bottle is opened. If necessary, then keep the open bottle in the fridge and use it up to one month based on doctor's experience. But it can be less effective up to 10%. 

This may appear so at first sight; however, we assure you the bottle is not empty.

Botulinum toxins mostly come in a powdered form* (with the exception of Innotox).

The powder is very fine that it can easily be mistaken for an empty bottle, however we can assure you that all of your units are accounted for.

*You will need to dilute the toxin with the saline to use it.

1. Free saline

We’re offering saline for free if you order some products which need to be mixed with saline. However, there is a possibility for the package of saline to be missing, broken or damaged during the shipment. Offering free saline is our favor to help use products that need to be mixed with saline. But in case of missing, damaged or broken vials, we do not compensate the amount of money with saline as a credit in your Wallet or do not reship it, as we stated in our Terms and Conditions. Saline is widely available in the pharmacy, and you can purchase it in your local pharmacies or online shops.

2. Paid for saline

In case you paid $3 for saline, we will cover it as a store credit or reship it with your next order if it is missing, damaged or broken since the re-shipping fee for solely saline is highly expensive. However, we will do our best to prevent this case by well packaging. If it happens, we hope for your kind understanding.

If you have followed the instructions and used it, but you find this problem, there is a possibility due to improper needle use or careless transportation. We recommend that you should try to use a new needle instead of the needle with which you found trouble. If you still failed to use Saxenda properly with a new needle, please get in touch with us at info@acecosm.com

We strongly recommend that the given products are used solely by licensed professionals who are trained and experienced with these products.

We don’t have information about the medical histories and health conditions of our customers that’s why we don’t offer any instructions to manage or on usage of our products, medical aesthetics and devices.

We also recommend to kindly consult a medical professional for any doubts or concerns about the usage of these products.

Kindly be aware, for any damages or any reaction due to the improper usage of these products, AceCosm cannot hold responsibility.

The products that you asked for are from different manufactures, so we can not guarantee your safety if you decide to mix both products. 
Additionally, it takes at least 2 weeks to 1 month to see any effect/result. 
Furthermore, it is NOT recommended by the manufacturers to mix one product with the other/multiple products. So we recommend that you exercise caution.

We don't accept issuing refunds regarding the expiration date is short to use the product.

We make sure that the product has a sufficient expiration date before shipping it.

Therefore, if all products are more than 3 months away from the delivery date, you should just use them.

Please note that all products we sell are specifically designed for use by trained medical professionals. If these products are used incorrectly or by uncertified individuals, it may lead to undesirable performance or outcomes. We want to emphasize that we cannot be held responsible for any issues arising from improper usage. To request a refund, we require a complete video recording that shows the unpacking process and the procedure performed using the product. This video is crucial in supporting your claim and helping us identify the cause of the problem. Without a video recording, we cannot process a refund.

A confirmation email with the tracking number will be sent after the order is processed and prepared for shipment.

Please check both inbox and spam folders for an email with tracking information.

If you don’t receive the email with tracking number within 5 business days of placing the order, you can contact us at info@acecosm.com

We basically send the tracking number by email. If you did not receive it, there is a possibility that this email was put in a spam folder. Once you find it, you can track it on the logistics website.

In case if the status of the package is “delivered” but you have not received it and fail to find any update for 7 days from the shipping date, we recommend you contact your local logistics carrier.

We recommend you follow the below steps before reaching out to us.

• Check order status on logistic providers website.
• Note delivery date and time.
• Contact the local logistics provider office.
• Try to get direct contact information of the designated courier at that time.

If no solution after following these steps, contact us at info@acecosm.com

We will request an investigation with the logistics side. It can take up to 14 days from the claim date. Unfortunately, we can take no action for 14 days if there is no update from logistics. If we receive an update before the time frame, we will do our best to reply to you as soon as possible.

Import tax fee depends on the customer’s country 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.

All products are well packed and shipped on our side. Unfortunately, we cannot control shipping companies, and can't compensate for the reason why the box is damaged. When you received 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 30days from delivery.

Toxins and Saxenda pends are packed in a styrofoam box with ice packs. In case the ice packs are melted during the shipment, the temperature remains below 8°C, as the package is well insulated and no air can get inside it. This temperature is acceptable for up to 7-8 days. 

However, during summer season despite proper packaging, products may arrive in relatively warm condition. As we have stated on our Terms and Conditions, product may lose its efficiency up to 10% based on our experience and tests results. But you will still see good results, because when the product is stored in a temperature higher than 8°C, it will only lose some % of active ingredients. Toxins will still be effective and not be dangerous.

For products like Innotox, manufacturers have informed that it is already diluted, has heat resistance and can be stored up to 40°C. It is still highly recommended that the products to be stored in the fridge upon receiving.

Product description is provided with every package, which contains all information. Contact us for any issues regarding the storage process.

We apologize, but once you place an order and complete the payment, we will dispatch the package from our warehouse within 24 hours based on the time of payment. Therefore, it is not possible to specify a particular delivery date. If, for any personal reasons, you are unable to receive the package on time after it has been dispatched, you will need to contact the delivery service directly to arrange a suitable delivery time. We apologize for any inconvenience caused, but if you are unable to receive the goods due to personal reasons, we are unable to offer a redelivery or refund.

USA

It takes from 2 to 5 business days for packages to reach customers' locations worldwide once it is shipped out. However, due to the flight schedule or customs issues, it may be delayed sometimes. 

The shipping time depends on the local logistics courier schedule for the remote area.

CANADA

It takes from 2 to 5 business days for packages to reach customers' locations worldwide once it is shipped out. However, due to the flight schedule or customs issues, it may be delayed sometimes. 

The shipping time depends on the local logistics courier schedule for the remote area.

EUROPE

It takes from 3 to 8 business days for packages to reach customers' locations worldwide once it is shipped out. However, due to the flight schedule or customs issues, it may be delayed sometimes. 

The shipping time depends on the local logistics courier schedule for the remote area.

Japan

It takes from 2 to 5 business days for packages to reach customers' locations worldwide once it is shipped out. However, due to the flight schedule or customs issues, it may be delayed sometimes. 

The shipping time depends on the local logistics courier schedule for the remote area.

Germany

It takes from 3 to 8 business days for packages to reach customers' locations worldwide once it is shipped out. However, due to the flight schedule or customs issues, it may be delayed sometimes. 

The shipping time depends on the local logistics courier schedule for the remote area.

South Africa

It takes from 7 to 10 business days for packages to reach customers' locations worldwide once it is shipped out. However, due to the flight schedule or customs issues, it may be delayed sometimes. 

The shipping time depends on the local logistics courier schedule for the remote area.

Dominican Republic

It takes from 8 to 12 business days for packages to reach customers' locations worldwide once it is shipped out. However, due to the flight schedule or customs issues, it may be delayed sometimes. 
The shipping time depends on the local logistics courier schedule for the remote area.
 

Reunion

It takes from 3 to 7 business days for packages to reach customers' locations worldwide once it is shipped out. However, due to the flight schedule or customs issues, it may be delayed sometimes. 
The shipping time depends on the local logistics courier schedule for the remote area.
 

Even if it is expected that the package is stuck in customs, we must check it with the logistics carrier. It can take up to 14 days from the claim date. We can take no action without an update for 14 days.  If we receive an update from logistics before the time frame, we will reply to you.

If the package gets stuck in local customs and is not released, there are two possibilities that the recipient should pay the tax fee, or the package was refused by customs. If the problem is a tax fee, it should be released by paying this fee from the receiver.

In case of the package being caught by customs, we will process the reshipment for free. The new tracking number will work. If the package is caught a third time, we will make a refund by deducting the shipping fee of $30.

If the parcel is not released from logistics with the reason why the receiver has not made the tax fee, it is not subject to the compensation in any way.

Orders might get delayed due to incorrect information or lack certain details such as full name, phone number, email, wrong address, out of stock products, customs and regulatory inspections, delivery change / interference.

Order will only be processed once the information is received and the problem is restored.

We will not be responsible for delay in orders due to customer’s unresponsiveness. Package will only be delivered after all necessary information or details are received.

For any concerns regarding your order, contact us at info@acecosm.com

Order will only be canceled if it is not shipped. After the shipment, cancellation will not be possible, however, customers can apply for a return if they are not satisfied with the products.

Shipping cost and delivery fee will not be refunded.

To request a return, please contact us at info@acecosm.com

If you want to add or remove products from your order, contact us at info@acecosm.com.

The payment screen takes a certain time to complete the transaction, however if the screen is refreshed too soon or any technical fault comes in between. It might also be quite possible that the order is placed twice.

In such a case, our warehouse team and customer service contacts the customers and confirms about the duplicate order.

In case you are charged twice for a single order, Please contact us immediately at info@acecosm.com. We will restore the problem as soon as we can.

A confirmation email will be sent to the customer's email. It is recommended to check both inbox and spam.

If you have not received the confirmation email, please contact us at info@acecosm.com.

After the order is processed and ready for shipment, a confirmation email with tracking number from the logistic partner is sent to the customer's email.

PayPal does not allow transactions for medical-related items such as botox and fillers, therefore PayPal is not available as a payment option.

On the checkout page, you will find the option "Pay from wallet." There, you will see the amount available in your wallet. 
Please enter the amount you wish to use for payment.
 

Customers can contact us to ask for a return or replacement within 30 days from the delivery date. Each case has a slightly different way to deal with a problem. We have made a guide you can refer to. Please make sure what kind of problems the product has first and check the guide. We will refund or exchange the order after receiving the returned package.

If the issue is reported after 30days from the delivery, no claim will be accepted.

We only initiate the refund, return, or replacement process in cases such as given below:

• Received Wrong Product
• Missing Product in Order
• Damaged or Defective Product 
• Buyer's Simple Remorse

The information about the issue should be made within 30 days of the delivery date through email at info@acecosm.com. After this period, if no problem is reported, we will confirm the transaction as closed. Please send us a picture of what you received. If it is acceptable, we will cover the shipping fee for re-shipping items.

A refund is available when the customer contacts us at info@acecosm.com regarding returning items within 30 days of the delivery date. We can accept the products back if they are unopened, undamaged, and in original packaging. The return cost won’t be covered by us. If you accept it, we will provide you the return address.

Prior to shipment, we thoroughly check the quality and quantity of all products in our warehouse and pack them appropriately.
We record the packaging process with a video camera. Therefore, if you receive a product that is not properly delivered, we will verify the matter with the warehouse and, if it is our mistake, we will provide a free re-delivery or a refund for missing items.
However, if we have verified that the product has been properly shipped from our side, we will not be able to provide free re-delivery or a refund. We will provide a copy of the recorded video upon request.
If you claim that you have not received the product properly, we will require an unboxing video of the product to process your request.

The information about the issue should be made within 30 days of the delivery date through email at info@acecosm.com. After this period, if no problem is reported, we will confirm the transaction as closed.

The information about the issue should be made within 30 days of the delivery date through email at info@acecosm.com. After this period, if no problem is reported, we will confirm the transaction as closed. 

If only one product in the box is damaged, we will refund you for the damaged product(s). To receive a full refund, please send a picture or video of each damaged product. This information is necessary to compensate the manufacturer, so we need your cooperation.

We’re offering saline for free if you order some products which need to be mixed with saline. However, there is a possibility for the package of saline to be missing, broken, or damaged during the shipment. Offering free saline is our favor to help use products that need to be mixed with saline. But in case of missing, damaged, or broken vials, we do not compensate the amount of money with saline as a credit in your Wallet or do not reship it. Saline is widely available in the pharmacy, and you can purchase it in your local pharmacies or online shops. In case you paid $3 for saline, we will cover it as a store credit or reship it with your next order if it is missing, damaged or broken since the re-shipping fee for solely saline is highly expensive. However, we will do our best to prevent this from happening by packaging well. If it happens, we hope for your kind understanding.

The refund processing time is approximately 14 days or it may take longer, depending on the internal processes of your bank. If you haven't received the refund within the estimated time, we will request a cancellation receipt from the card company and provide it to you. The issuance of a cancellation receipt signifies that the cancellation request has been approved by the card company.

If you have received the cancellation receipt but still haven't received the refund, we apologize for the inconvenience, but you will need to contact your bank directly to resolve the issue.

In case you forgot your password, you can follow below steps during log-in:

- Click on ‘Forgot your password?’

- Enter the email address

- Click on the SUBMIT

You will receive an email with a pin number and put in the new password you want. If you have not received the pin number, please check both the inbox and spam folder.

If you are still facing the issue with the account, you can contact us at info@acecosm.com.

Please contact us at info@acecosm.com.

Please contact us at info@acecosm.com.

Did you try resetting your password, but never received the "Reset Your Password" email?

There are a few things that might have caused this.

1.    SPAM FOLDER
In some cases, the spam filtering system on your email client might have misidentified the automated "Reset Your Password" email as being spam. Try checking the "Spam" folder in your email inbox.

2.    Website/Domain Blacklist Check Methods
When an email is blacklisted by Google or Yahoo mail servers, it means that the email has been marked as spam or otherwise suspicious by those servers. As a result, emails sent from the blacklisted email address may be blocked, redirected to the recipient's spam folder, or simply not delivered at all.
There are things you need to do when you find out you’re on an email blacklist:
-    Request blacklist removal
-    Take actions to prevent this from happening again

3.    IPs were throttled by recipient server
Some internet service providers limit—or throttle—the amount of email accepted from a particular sender during a specific period. Also, it refuses to deliver email for one of the following reasons:
- The recipient’s email mailbox is full
- The receiving server doesn’t have any open ports to receive email
- The receiving server doesn’t recognize your IP address(es) or thinks you’ve sent spam

One suggestion we can offer to provide assistance is to conduct a cleanup of your email database.
 

To get a voucher, customers who have placed an order simply should write a review.

After your order is confirmed and you received it,

• Log in to your account
• Click on ORDERS
• On ORDER HISTORY list click on ‘Write a Review’

If you upload unboxing video or treatment, and pictures of product or before/after treatment, you will get more points.

NOTE: All videos and pictures must be relevant, if you upload irrelevant videos or pictures, your review will be deleted, and your account will be blocked.

• Log in to your account
• Open your WALLET
• Click on REDEEM CASH

Redeemed money you can use on checkout page.

• Click on CHECKOUT
• You will see the total amount you have in your wallet, click on USE ALL or write the amount you would like to use
• Click on PLACE ORDER

When you write a review, only your first name will be displayed in our reviews section to protect your privacy. If you share pictures or videos with us, they may be shown on the respective product's review section. These shared visuals may also be utilized as marketing materials on our social media channels, but we will hide the eyes part of any pictures used. By uploading your review, you agree to our terms. Please note that we do not contact you beforehand when using your pictures or videos for posting.