Frequently Asked Questions

Shipping regions and estimated delivery times

Shipping Information

USA: 3–6 business days
Canada: 3–7 business days
Western Europe, Australia, New Zealand: 3–6 business days
Japan, Hong Kong, Singapore, other Asian countries: 2–3 business days
Germany, France : 5–7 business days
Ireland, Greece, Eastern & Southern Europe : 12–21 business days

Delivery times are estimates and may vary due to courier delays or customs.
Shipping couriers: FedEx, UPS, and EMS

How much does shipping cost?

Standard Shipping Rates:

Orders under $500: $29 (Australia: $49, New Zealand: $54)
Orders over $500: $15 (Australia: $35, New Zealand: $40)
Orders over $1,000: Free (Australia: $20, New Zealand: $25)

Please note:

Shipping fees may vary for some countries. Final cost is shown at checkout.
Shipping rates do not include customs duties or import taxes.
Wholesale shipping is calculated separately.

List of countries not available for delivery

We are not able to ship to the following countries: Cambodia, Central African Republic, Chile, Cuba, Equatorial Guinea, Falkland Islands, Guinea-Bissau, Iran, Israel, Italy, Johnston Island, Kiribati, Kuwait, Mexico, Myanmar (Burma), Morocco, Nauru, Niue, North Korea, Russia, Saint Helena, Saint Pierre and Miquelon, Sao Tome and Principe (Democratic Republic), Sierra Leone, Solomon Islands, Somalia, Saudi Arabia, Spain, Sudan, Syrian Arab Republic, Tajikistan, Thailand, Tokelau, Turkmenistan, Tuvalu, Turkey, United Arab Emirates, Union of the Comoros, Wake Island, Yemen, Qatar.

Do I have to pay customs duties on my order?

For international orders, the customer is regarded as the importer and is responsible for any applicable customs duties, taxes, or import-related charges.

Please note that our shipping fees do not include customs duties. As import regulations vary by country, we recommend contacting your local customs office for specific information.

Can I change my shipping address?

Customers may request a change to the shipping address only if the order has not yet been dispatched. To make such a request, please contact us at sales@derma-solution.com or via WhatsApp.

Please ensure that your shipping details are accurate before completing your purchase. We are not responsible for delivery delays resulting from incorrect address information.

What happens if my package is stuck at the customs?

If it is anticipated that your package may be held in customs, we kindly request that you reach out to the logistics carrier for further assistance. Please note that it may take up to 10 business days from the date of claim for us to receive an update. During this time frame, we are unable to take any immediate action.

In the event that your package becomes stuck in local customs and is not released, there are two possibilities to consider. The first possibility is that the recipient may be required to pay a tax fee for the release of the package. If this is the case, we kindly ask the recipient to fulfill this requirement in order to facilitate the release.
Alternatively, if the package is refused by customs, we will take the necessary steps to ensure your satisfaction. In this case, our client has 2 choices:

either get refund deducting only shipping fee,
or ask for reshipping the order once again at our expense.

We will process a reshipment of the package at no additional cost, providing you with a new tracking number for your convenience if you choose so. If new shipping is stuck at customs again, it is a matter for negotiation. In that case, the situation will be resolved individually.

It is important to note that if the parcel is not released by the logistics carrier due to the receiver’s failure to pay the tax fee, it will not be subject to compensation in any way. We kindly ask for your understanding in this matter.

How can I track my order?

You can track your order in two ways: by email and through your account on our website.

1. Tracking via Email

Once your order is shipped, you will receive a shipping confirmation email containing:

Your tracking number
The shipping carrier
A direct Track button or link

Please check both your inbox and spam/junk folder.

2. Tracking via Your Account

Log in to your account.
Go to My Account > Orders.
Click View next to your order.
Scroll down to find the tracking number, carrier, shipping date, and Track button.

If you need assistance, feel free to contact our customer service team.

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

If your tracking status shows “Delivered” but you haven’t received your package, please first contact delivery carrier for assistance.

If you’re unable to resolve the issue, reach out to us at sales@derma-solution.com or via WhatsApp. We will initiate an investigation with the shipping carrier. Please note that this process may take anywhere from a few days up to 14 days, depending on the carrier and your location.

Advisory on product usage

We strongly recommend that our products be used only by licensed professionals with proper training and experience in aesthetic treatments. Since we do not have access to individual medical histories or health conditions, we are unable to provide medical advice or instructions regarding product use or treatment procedures. If you have any questions or concerns about how to use these products safely, please consult a qualified medical professional.

Please note: Derma Solution is not liable for any adverse effects or damage resulting from the misuse or unauthorized application of our products.

I received an empty bottle of toxin

For those who are not familiar with how botulinum toxin is prepared and packaged, the vial may appear empty at first glance. This is a common misconception. In fact, the vial is not empty — it contains a precise dose of botulinum toxin in a lyophilized powder form. This powder is extremely fine and often settles on the bottom or sides of the vial. It can be barely visible or completely invisible to the naked eye, especially before reconstitution. This is standard across all major manufacturers and does not affect the potency or quality of the product.

To learn more, please read our full article: Why Does My Botulinum Toxin Vial Look Empty – and Why It Is Normal

The ice pack was melted when I received my package. Is the product still safe to use?

We fully understand the importance of maintaining proper temperature control for sensitive products such as botulinum toxin. While we take great care in our packaging process, factors like warm weather and international transit conditions can occasionally result in ice packs melting during shipment. Please be assured that short-term exposure to room temperature does not compromise the safety or effectiveness of botulinum toxin.

This is explained in detail in our informational article: Melted Ice Packs & Warm Botulinum Toxin – Is It Still Safe?

We are committed to transparency in our shipping practices. For this reason, a notice about the possibility of melted ice packs is displayed on each botulinum toxin product page.

I want to cancel my order

How to Cancel an Order

Go to My Account
Click on Orders
Select Cancellation & Refund next to the relevant order
Confirm by clicking OK

Note: This option is only available before the package is shipped.

My order was shipped, but I want to cancel my order

Once the order has been shipped it is no longer possible to cancel it. However, customers can apply for return. Please note, however, that shipping costs and return fees are non-refundable. For requests, please email us at sales@derma-solution.com

I am missing an item in my order

Before shipping, we conduct a pre-shipping inspection of each product and take a photo of every order to ensure that both the quantity and the product itself match the purchase order. If your order is missing any items, please contact our customer service. We will verify your order against our records and, once confirmed, will either ship the missing item at our expense or proceed with a refund.

How do I leave a review for a product I purchased?

Log in to your account
Go to the “My Account” section at the top of the website and sign in with your registered email and password.
Go to “Orders”
Click on the “Orders” tab to view your purchase history.
Select the delivered order
Once the status is “Delivered”, a “Rate” button will appear next to the product(s).
Submit your review
Click “Rate”, choose a star rating, write your feedback, and submit the review.
Receive your discount coupon
After approval, you’ll receive a discount coupon via email for each approved product review.

What Payment Methods Are Available?

We currently offer the following payment methods:

Visa and MasterCard
Wire Transfer / Wise
Cryptocurrency (USDT)
PayPal / Manual Payment Instructions (available upon request — contact our support team)

For assistance, please contact us at: sales@derma-solution.com