Frequently Asked Questions
Our botulinum toxin products are stored in a climate controlled warehouse with refrigerators maintaining 2 °C to 8 °C. The room temperature is electronically monitored. Once dispatched, toxins should be kept in a refrigerator – never at room temperature or in a freezer. Innotox is an exception because it remains stable up to 40 °C while sealed. Open bottles should ideally not be stored, but if needed they may be refrigerated and used within one month, noting that potency may decrease by about ten percent.
Most botulinum toxins are supplied as an ultra-fine powder (Innotox is the only liquid formulation), so the vial can look empty at first glance. Reconstitute the powder with saline before use.
We include complimentary saline with products that require dilution. Because it is offered as a courtesy, we do not issue refunds, credits, or reshipments if the free saline is missing or damaged. Saline is readily available at local pharmacies and online.
If you purchased saline for 10 USD or more and it arrives damaged or missing, we will give you either store credit or send a replacement with your next order (saline is not shipped by itself because of high postage costs).
The most common cause is an improperly attached needle or damage during transit. Attach a fresh needle and test again. If the problem persists contact us at info@brunodermalfiller.com.
No. Mixing products from different manufacturers is not recommended for safety reasons. Allow two to four weeks for results and always follow the manufacturer’s guidance.
All items leave our warehouse with sufficient shelf life. An item that expires more than three months after delivery is considered acceptable and not eligible for refund.
Products must be administered by licensed professionals. Improper use voids eligibility for a refund. To lodge a claim you must supply an unedited video that shows the entire unboxing and procedure.
No. All products are intended for use by licensed healthcare professionals. We cannot supply usage instructions or accept liability for misuse.
When your order is processed we email you a tracking number. Check your inbox and spam folders. If you do not receive the email within three business days, contact info@brunodermalfiller.com.
- Open the tracking page on the logistics provider’s website and note the date and time of delivery.
- Call your local logistics office and, if possible, the individual courier.
- If you still cannot locate the parcel after these steps, email us. We will open an investigation with the carrier. The process can take up to fourteen days.
Duties and taxes are set by your local customs authority and are the responsibility of the recipient. We do not reimburse these fees or replace goods seized by customs.
If the outer box is damaged but the products are intact it does not qualify as a damaged item. If the products themselves are affected, submit a claim with photos within fourteen days of delivery and we will arrange a refund or replacement.
Toxins and Saxenda pens are shipped in insulated boxes with ice packs that keep the temperature below 8 °C for up to eight days. During hot months the packs may melt. Potency can drop by roughly ten percent, but the product remains safe and effective. Store all items in a refrigerator upon arrival.
Orders are dispatched within twenty-four hours of payment. If you cannot receive the parcel on the scheduled day, contact the carrier to arrange a new delivery date. We do not offer redelivery or refunds caused by personal scheduling conflicts.
- USA, Canada, Japan: 2-5 business days
- Europe, Germany: 3-5 business days
- South Africa: 7-9 business days
- Dominican Republic: 8-12 business days
- Reunion: 3-6 business days
Delays may occur because of customs clearance or flight schedules.
We must first confirm the status with the logistics carrier, a process that can take up to fourteen days. If the parcel is held for unpaid tax it will be released once the fee is paid by the recipient. If the parcel is refused by customs we will reship the order at no extra charge.
Typical reasons include:
- Missing or incorrect customer information (name, phone, email, address)
- Items temporarily out of stock
- Customs inspections
- Delivery modifications or external factors
We process the order only after all outstanding issues are resolved and are not responsible for delays caused by missing information or customer silence.
You may cancel only if the order has not yet been shipped. Once shipped, cancellation is not possible; you may request a return instead. Shipping fees are non-refundable.
Email info@brunodermalfiller.com before the order ships.
Double charges can result from refreshing the payment page or technical glitches. Contact us immediately so we can reverse the duplicate transaction.
We send one confirmation after payment and another after shipment. Check your spam folder if you do not see them. If you still cannot locate the emails, contact us.
No. PayPal policy prohibits transactions for medical items such as botulinum toxin and dermal fillers.
- At checkout choose “Pay from wallet”.
- Enter the amount you wish to use.
- Complete the order.
Contact us within fourteen days of delivery. Refunds or exchanges are issued after we receive and inspect the returned item. Claims submitted after fourteen days are not accepted.
We accept returns only when:
- The wrong product was shipped
- Items are missing
- The product arrived damaged or defective
- The buyer changes their mind and the item is unopened, undamaged, and in original packaging
Email us within fourteen days and attach a clear photo of the item. Once confirmed we will ship the correct product at our expense.
Email us within fourteen days. Items must be unopened and in original packaging. Return shipping costs are not covered by us.
Send an unboxing video within fourteen days. We will compare it with our packing video and decide accordingly. If our video confirms correct packing, no refund or reshipment is provided.
Send clear photo or video evidence within fourteen days. We will refund or replace the damaged items only.
Free saline is provided as a courtesy and cannot be replaced or credited. If you purchased saline separately for 3 USD and it arrives damaged or missing we will issue store credit or include a replacement with your next order.
Refunds are typically processed within about fourteen days. If the funds do not appear after you obtain the cancellation receipt, please contact your bank for assistance.
- On the login page click “Forgot your password?”
- Enter your email address and submit.
- Check your email for a PIN and use it to set a new password.
Email info@brunodermalfiller.com.
Email info@brunodermalfiller.com for details.
If you do not see the reset email:
- Check your spam folder.
- Confirm that our domain is not blacklisted by your provider.
- Make sure your mailbox is not full.
Write a review after your order is delivered. For extra reward points you may upload unboxing videos, treatment videos, or before and after photos. Irrelevant content will be deleted and the account blocked.
- Log in and open your wallet.
- Click “Redeem cash”.
- At checkout choose “Use all” or enter the amount and place the order.
Only your first name is shown publicly. If you upload images or videos they may be displayed on the product page or our marketing channels. Eyes in images will be concealed. By submitting content you agree to these terms.
