FAQ
Frequently Asked Questions
Find answers to common questions about Pharmacoline orders, shipping, product authenticity, tracking, wholesale inquiries, customs, cancellations, and professional-use products.
How long does shipping to the United States take?
Our current general estimated timeline is:
Order Preparation: 1–5 working days
Estimated Shipping: 3–6 working days after dispatch
Working days exclude weekends and official public holidays.
Delivery times are estimates and may be affected by customs clearance, courier operations, local holidays, weather, destination-specific requirements, or other circumstances outside our reasonable control.
Please review our Shipping & Delivery page for complete shipping information.
How long does international shipping take?
Our current general estimated timeline is:
Order Preparation: 1–5 working days
Estimated Shipping: 3–6 working days after dispatch
Actual delivery time may vary depending on the destination, customs clearance, courier operations, and other circumstances outside our reasonable control.
How much is the shipping fee?
Shipping costs vary depending on the destination, products, order size, and available shipping method.
The applicable shipping charge will normally be displayed or confirmed during the ordering process.
For wholesale orders or shipments requiring individual arrangements, shipping costs may be calculated separately.
How do I know if a product is original and authentic?
Product authenticity should be evaluated using available packaging information, batch or lot information, security features, and manufacturer verification methods where available.
If you have concerns about the identity, packaging, or condition of a product received from Pharmacoline, please contact us before professional use.
Do not rely on trial use of a product as a method of determining authenticity.
Additional information is available on our Authenticity & Traceability page.
Can I cancel my order?
If you need to cancel an order, contact us as soon as possible at:
Email: info@pharmacoline.com
Cancellation may be possible if your request is received before the order has entered preparation or dispatch.
Once an order has entered preparation or has been dispatched, cancellation may no longer be possible.
If an eligible cancellation is approved after payment has been received, the applicable refund will be processed. The time required for the funds to appear in your account depends on the payment provider, bank, card issuer, and payment method.
Please review our Refund & Return Policy for complete information.
How can I contact Pharmacoline?
For general questions, order support, wholesale inquiries, or other assistance, you can contact us by:
Email: info@pharmacoline.com
WhatsApp or SMS: +961 3 337 747
You can also use the information provided on our Contact Us page.
When contacting us about an existing order, please include your order number whenever possible.
Where can I find the tracking number for my order?
Once your order has been dispatched, you will normally receive a shipping confirmation email containing the available tracking information.
Please check both your inbox and spam or junk folders.
Tracking information may also be available through your Pharmacoline account:
- Log in to your account.
- Open My Account.
- Select Orders.
- Open the relevant order.
- Review the available shipment and tracking information.
Tracking information may take some time to become active after the shipment has been handed over to the courier.
Which courier will deliver my order?
Pharmacoline works with international shipping providers, and the available courier may vary depending on the destination, products, and current shipping arrangements.
Your available tracking information will identify the applicable carrier after dispatch.
Do you accept wholesale orders?
Yes. Pharmacoline accepts wholesale inquiries for selected professional aesthetic products.
Wholesale availability, quantities, pricing, and shipping arrangements are confirmed individually because they may vary by product and destination.
When requesting a wholesale quotation, please provide:
- Product names.
- Required quantities.
- Destination country.
- Business contact information.
Visit our Wholesale page for additional information.
Are Pharmacoline products intended for professional use?
Certain products available through Pharmacoline may be intended for professional use and may require appropriate professional qualifications, training, handling, storage, or administration.
Pharmacoline does not have access to individual customers’ medical histories or clinical circumstances and therefore does not provide individualized medical advice, diagnosis, treatment recommendations, injection instructions, dosing instructions, or patient-specific guidance through the website.
Products requiring professional administration or handling should be used only by appropriately qualified professionals in accordance with applicable requirements and manufacturer information.
If you have medical questions or concerns regarding the suitability or use of a product, consult an appropriately qualified healthcare professional.
Can Pharmacoline tell me how to inject, dilute, reconstitute, or administer a product?
No.
Pharmacoline provides commercial and general product information but does not provide individualized clinical instructions, injection techniques, dosing recommendations, dilution or reconstitution instructions, treatment protocols, or patient-specific medical advice through the website.
Qualified professionals should rely on applicable manufacturer documentation, approved product information, professional training, and relevant regulatory or clinical requirements.
How should Botulinum Toxin products be shipped or stored?
Temperature, storage, and transportation requirements can vary by product and manufacturer.
Customers should review the applicable manufacturer information for the specific product.
If a shipment arrives in a condition that raises concerns regarding packaging integrity, temperature, or storage conditions, please contact Pharmacoline before professional use.
The Pharmacoline FAQ does not provide clinical-use, dilution, reconstitution, dosing, or administration instructions.
What should I do if my package is held by customs?
If tracking indicates that your shipment is being held for customs clearance, contact the courier and follow any instructions provided by the courier or local customs authority.
The recipient may be required to provide documentation, additional information, or payment of applicable import duties, taxes, brokerage charges, or other fees.
Customs requirements vary by country, and customs clearance can cause delivery delays.
Pharmacoline can provide available order or shipment information when reasonably required, but the recipient remains responsible for complying with applicable destination-country import and customs requirements.
What happens if customs refuses my shipment?
A shipment refused, returned, abandoned, seized, or otherwise affected by customs does not automatically qualify for a full refund or free reshipment.
Each case must be reviewed according to the circumstances.
If a shipment is returned to Pharmacoline, any potential refund or reshipment will be evaluated after considering the condition of the returned products and any non-recoverable shipping, return, customs, handling, or related costs.
If the shipment is not returned because it is seized, destroyed, abandoned, or otherwise disposed of by customs, eligibility for any resolution will depend on the circumstances and applicable requirements.
Please review our Refund & Return Policy and Shipping & Delivery information before ordering.
What happens if I refuse to pay customs duties or taxes?
Customers are responsible for applicable destination-country customs duties, import taxes, brokerage fees, and other charges unless explicitly stated otherwise.
If a shipment cannot be delivered because the recipient refuses or fails to pay applicable charges or provide required customs information, the order does not automatically qualify for compensation or a full refund.
If the shipment is returned to Pharmacoline, any potential refund will be evaluated according to our Refund & Return Policy and may be reduced by non-recoverable costs where permitted.
What should I do if my order arrives damaged or incorrect?
Contact Pharmacoline promptly at info@pharmacoline.com and include:
- Your order number.
- A description of the problem.
- Photographs of the affected product.
- Photographs of the shipping package and label where relevant.
Please retain the products and original packaging until we have reviewed the issue.
Eligible resolutions are handled according to our Refund & Return Policy.
Can I return a product if I change my mind?
Due to the nature of many products sold through Pharmacoline, we generally cannot accept change-of-mind returns after dispatch, particularly for products requiring specific storage, temperature, hygiene, packaging integrity, or verifiable chain-of-custody conditions.
This does not prevent you from contacting us if a product arrived damaged, incorrect, missing, or affected by another verified fulfillment problem.
Please review our Refund & Return Policy for complete information.
Do you offer discounts for product reviews?
Pharmacoline may occasionally offer promotions or rewards related to customer feedback.
Any reward or discount offered for a review is intended to encourage customers to share their genuine experience, whether positive, neutral, or negative.
A reward is not conditional on providing a positive review or a particular rating.
Where a review incentive or promotion is available, applicable terms and eligibility requirements will be communicated with the offer.
Where can I find more information?
For additional information, please visit:
- Shipping & Delivery — current preparation and shipping estimates.
- Shipping to USA — information specifically for United States orders.
- Refund & Return Policy — cancellations, damaged products, returns, and refunds.
- Wholesale — professional wholesale inquiries.
- Authenticity & Traceability — product verification information.
- Privacy Policy — how personal information is handled.
- Terms & Conditions — terms governing website use and purchases.
If you cannot find the answer you need, contact us at info@pharmacoline.com.