Official Medical Aesthetics Wholesale FAQ

1.1 What are your shipping regions and estimated delivery times?

Our infrastructure is optimized for speed. As detailed throughout this Medical Aesthetics Wholesale FAQ, delivery times are estimates and may vary slightly due to unexpected courier delays or sovereign customs inspections. We partner exclusively with premium medical couriers, primarily FedEx and EMS.

• USA: 3–6 business days
• Canada: 3–7 business days
• Western Europe, Australia, New Zealand: 4–6 business days
• Japan, Hong Kong, Singapore & Select Asian Countries: 2–3 business days
• Germany, France: 5–7 business days
• Greece, Eastern & Southern Europe: 12–14 business days

1.2 How much does international shipping cost?

To support clinics of all sizes, our Medical Aesthetics Wholesale FAQ outlines a highly subsidized tiered shipping structure based on your total order value. Wholesale shipping for massive bulk orders is calculated separately.

• Orders under $500: $35 Standard Rate.
• Orders over $500: Free Rate .

Please note: Shipping fees may vary slightly for certain restricted zones. The final, exact cost is dynamically calculated and shown at checkout. Furthermore, standard shipping rates do not include sovereign customs duties or import taxes (with the specific exception of the USA, where a 5% import fee is applied directly to the order).

1.4 Can I change my shipping address after placing an order?

Customers may request a rapid change to their clinical shipping address only if the order has not yet been processed and dispatched from our facilities. To make such a request, you must immediately contact us at sales@botoderm.com or via our official WhatsApp channel. As emphasized in this Medical Aesthetics Wholesale FAQ, please ensure your details are perfectly accurate before completing your purchase. We are not legally or financially responsible for delivery delays or lost packages resulting from incorrect address inputs.

1.5 How can I securely track my clinical order?

Transparency is a core tenet of this Medical Aesthetics Wholesale FAQ. You can track your temperature-sensitive order in two convenient ways:

1. Tracking via Email: Once your order is processed and handed to FedEx or EMS, you will receive an automated confirmation email containing your exact tracking number, the designated carrier, and a direct hyperlink to monitor the transit. Please check your spam/junk folder.
2. Tracking via Your Secure Account: Log in to your Botoderm portal. Navigate to My Account > Orders. Click ‘View’ next to your active order and scroll down to find the carrier data, shipping timestamps, and tracking interfaces.

1.6 My package status says “Delivered,” but I haven’t received it. What should I do?

If your tracking status shows “Delivered” but you or your clinic staff haven’t received the package, please first contact the delivery carrier (FedEx/EMS) directly for immediate dispatch assistance. If you are unable to resolve the issue with the local driver, reach out to us at sales@botoderm.com. We will immediately initiate a formal corporate investigation with the shipping carrier.

⚠️ Important Medical Aesthetics Wholesale FAQ Notice:

You must absolutely inform us within 24 hours from the recorded delivery timestamp if your package is missing. Due to the perishable nature of these items, after this strict 24-hour period expires, we are completely unable to accept any financial claims related to non-receipt, stolen, or lost packages.

2.1 Do I have to pay customs duties or VAT on my order?

Yes. A fundamental rule outlined in this Medical Aesthetics Wholesale FAQ is that for all international orders, the customer is legally regarded as the “Importer of Record.” Therefore, you are exclusively responsible for paying any applicable sovereign customs duties, national VAT, taxes, or import-related handling charges assessed by your government.

Please note that our shipping fees do not include these sovereign customs duties. As import regulations and medical device tariffs vary wildly by country, we strongly recommend consulting the World Customs Organization (WCO) or contacting your local customs office for specific regulatory data before placing massive wholesale orders.

2.2 What exactly happens if my package is stuck at customs?

If it is anticipated that your package may be held in customs for medical inspection, we kindly request that you reach out to the logistics carrier for further assistance. It may take up to 10 business days from the date of the claim for us to receive an official update from border agencies. In the event your package becomes stuck, there are two operational possibilities outlined in this Medical Aesthetics Wholesale FAQ:

Possibility A (Tax Assessment): The recipient may be required to pay a standard tax or duty fee for the release of the package. If this is the case, we kindly ask the recipient to fulfill this legal financial requirement rapidly in order to facilitate the release and maintain the cold-chain.

Possibility B (Customs Refusal): If the package is outright refused by sovereign customs (despite our flawless paperwork), we take unprecedented steps to ensure your satisfaction. In this incredibly rare case, our client has two choices:

1. Get a full refund, deducting only the original shipping fee.
2. Ask for us to reship the entire order once again at Botoderm’s expense.

We will process a reshipment at no additional cost to you, providing a new tracking number. If the new shipment is seized by customs again, the situation will be resolved individually through negotiation. However, it is vital to note in this Medical Aesthetics Wholesale FAQ: If the parcel is not released because the receiver refused to pay the legitimate tax fee, the order will absolutely not be subject to compensation or refunds in any way.

3.1 I received an “empty” bottle of neurotoxin. Is this a mistake?

This is the most common question in our Medical Aesthetics Wholesale FAQ. For practitioners who are newly transitioning to South Korean neurotoxins, the glass vial may appear completely empty at first glance. This is not a mistake; it is a mark of high-tech manufacturing.

The vial is not empty. It contains a highly precise dose of botulinum toxin in a lyophilized (vacuum-dried) powder form. Through advanced pharmaceutical lyophilization, the moisture is completely extracted, leaving an extremely fine, highly stable molecular protein ring that often settles flat on the bottom or clings invisibly to the sides of the glass vial. It can be barely visible or completely invisible to the naked eye prior to saline reconstitution.

This is the gold standard across all major global manufacturers (including Botulax 100U) and guarantees the longest possible shelf life and maximum protein purity. Simply reconstitute slowly with 0.9% sterile bacteriostatic saline as per the standard dilution charts.

3.2 The ice pack was melted when I received my package. Is the toxin still safe?

We fully understand the clinical importance of maintaining proper temperature control for sensitive products. A critical function of this Medical Aesthetics Wholesale FAQ is to educate our partners on thermal thermodynamics. While we utilize advanced EPS insulation, factors like severe summer weather or international transit delays can occasionally result in the eutectic ice packs melting before delivery.

Please be medically assured that short-term exposure to standard room temperature (up to several days) does not compromise the safety, potency, or clinical effectiveness of lyophilized botulinum toxin. Vacuum-dried proteins are remarkably stable. Peer-reviewed clinical studies available on PubMed consistently demonstrate that unopened, lyophilized botulinum toxin type A retains its full efficacy even when exposed to ambient temperatures during standard shipping windows. We mandate cold-chain simply as an extreme precaution. Place the vials in your clinical refrigerator (2°C–8°C) immediately upon receipt.

3.3 Advisory on professional product usage

We strongly mandate that all products distributed through Botoderm be administered exclusively by licensed professionals, dermatologists, or plastic surgeons with verifiable training in aesthetic injectables. Because we operate strictly as a B2B supplier, we do not have access to individual patient medical histories. Therefore, as stated in this Medical Aesthetics Wholesale FAQ, we are legally unable to provide specific medical advice, anatomical placement instructions, or personalized treatment procedures.

Disclaimer: Botoderm is absolutely not liable for any adverse effects, vascular occlusions, or anatomical damage resulting from the misuse, improper reconstitution, or unauthorized application of our products by uncredentialed individuals.

4.1 In what currency are the wholesale prices listed?

To maintain global financial consistency, all wholesale prices listed in our catalog and referenced within this Medical Aesthetics Wholesale FAQ are permanently locked in USD (United States Dollars). Your local bank or credit card provider will automatically handle the conversion rates during the transaction.

4.2 How do I cancel an order before it ships?

If you made an error, you can cancel an order strictly before the package leaves our facility. Go to My Account > Orders. Select “Cancellation & Refund” next to the relevant order and confirm. The funds will be returned to your payment method.

4.3 My order was already shipped. Can I still cancel it?

No. Once the order has been physically shipped and the tracking number generated, it is no longer possible to cancel the logistical transit. Customers can theoretically apply for a return, however, you must meticulously review our Medical Aesthetics Return Policy, which strictly prohibits the return of temperature-sensitive biologics for safety reasons.

4.4 I am missing an item in my bulk order. What do I do?

Botoderm utilizes advanced Quality Assurance protocols. Before any box is sealed, we conduct a rigorous pre-shipment inspection and record unalterable photo/video evidence to verify exact box contents and vial quantities. If you believe a product is missing, this Medical Aesthetics Wholesale FAQ dictates that you must contact our customer support within 48 hours of delivery.

You must provide clear photos or videos, including the outer packaging, the thermal cooler, and the shipping label. We will cross-reference your claim against our internal QA security footage. If an internal packing error is verified, we will arrange a replacement shipment or a refund immediately.

4.5 How do I leave a review and earn a discount coupon?

We deeply value clinical feedback from board-certified practitioners. Leaving a review helps our community and rewards your clinic. To leave a review:

1. Log in to your account and navigate to the Orders tab.
2. Once your order status is officially marked as “Delivered,” a “Rate” button will automatically appear next to your purchased products.
3. Click “Rate,” choose a star rating, write your professional clinical feedback, and submit.

Once our moderation team approves the review to ensure it meets medical community guidelines, you will automatically receive a specialized discount coupon via email for each approved product review, drastically lowering your overhead on future procurement.