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Frequently Asked Questions

Q: Are the products authentic and where are they produced?

A: All products are 100% authentic and CE marked. Most products are produced in and coming from the European Community.


Q: What is the expiry of the products?

A: Most products shipped by us will be carrying minimum 6 months remaining shelf life with some exceptions where we will either inform about the expiry date on the product online or contact the customer before shipment.


Q: How can you sell the products so cheap?

A: We have been in the business for several years and have many clinics around the world as customers. We buy big volumes both from manufacturers and distributors and we can therefore sell the products at extremely competitive prices.


Q: What is Parallel Imports (PI)?

A: Parallel imports refer to authentic non-counterfeit products imported primarily from intermediaries. The products are genuine (as distinct from counterfeit goods) since they have been manufactured by or for, under license, from the brand owner. Within the EU there is a free market where the prices for goods and services are determined by the open market and customers.


Q: Do I need to create an account to place an order?

A: Yes, you need to create an account to place an order with us.


Q: Can I cancel products on my order?

A: Yes, orders can be cancelled by informing us either via email or phone.


Q: When do you ship orders? Which courier do you use?

A: We ship every day Monday-Friday. Orders received on weekends will be shipped the following working day. We use UPS, DHL & FEDEX. All orders are sent using a fully tracked service and you will be sent a tracking number so you can track your goods all the way from dispatch to arrival.


Q: What happens if I am not on the address to sign for my order?

A: You can request to leave your parcel in a safe place or with a neighbor, or the delivery driver will try to redeliver the following working day.


Q: What payment methods do you accept?

A: We accept payments by Visa, Mastercard. We also accept payment by wire transfer to our bank.


Q: I'm a private person and I don't have a company - can I place an order?

A: Yes, as long as you are a registered medical professional. We sell to doctors, nurses and companies in the medical and aesthetic fields.


Q: Do you offer an additional discount when buying a big volume?

A: If you are interested in wholesale prices for large volume purchases, please contact us at: info@acitvaderma.com


Q: How often do you ship?

A: We ship daily from Monday to Friday. Orders received in weekends will be shipped the first following working day.


Q: My package is delayed - what can I do?

A: The maximum delivery time is sixty (60) working days, as established by law. The maximum delivery time to USA is sixty (60) working days, as established by USA customs. However, it is very unusual that a delivery will take more than 1-3 working days in Europe and 4-8 working days in North America, China and Russia. If a package is delayed or miss a scan we will open a case at our forwarders, but we cannot resend or refund a package until after the sixty (60) working days.

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