Help and Info

Hours of Operation

If you would like product and pricing information, the Bio Sculpture USA Customer Service team is available to assist you five days a week from 8:30AM to 5:00PM Pacific Standard Time.

For order status information or other assistance with an order you have already placed in the Bio Sculpture USA Online Store, please contact Customer Service at 1-(800) 770-4493.

How do I contact Bio Sculpture USA through e-mail?

General inquiries or information requests – info@biosculpturegel.com

What information do I need to provide Bio Sculpture USA when I call, or e-mail?

Account holders name

Sales Order Number
RMA number
E-mail address (biosculpturegel.com customer ID -- only necessary if the above information is not known)
Order #(s) or description of each item in question

Days Closed

Bio Sculpture USA will be closed on the following days and public holidays:

2010

Nov 25, 2010 – Thanksgiving Day (Thursday)
Nov 26, 2010 – Office will be closed (Friday)

Dec 24, 2010 – Office closes at 1:00PM. (PST) (Friday)
Dec 25, 2010 – Christmas Day (Saturday)

Dec 30, 2010 – Office will be closed (Thursday)
Dec 31, 2010 – Office will be closed (Friday)

2011

Jan 1, 2011 – New Year’s Day (Saturday)

April 22, 2011 – Good Friday (Friday)

May 30, 2011 – Memorial Day (Monday)

July 4, 2011 – Independence Day (Monday)

Sept 5, 2011 - Labor Day (Monday)

Nov 24, 2011 – Thanksgiving Day (Thursday)
Nov 25, 2011 – Office will be closed (Friday)

Dec 25, 2011 – Christmas Day (Sunday)
Dec 26, 2011 – Office will be closed (Monday)

Does Bio Sculpture USA offer any technical assistance or advice?

Bio Sculpture USA offers technical assistance by phone to Bio Sculpture USA certified manicurists and cosmetologists at 1-(800) 770-4493.

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United States of America Sales Only

Sales to End Users Only

Bio Sculpture USA, sells and ships professional gel products to end users only. You may not purchase professional gel products for resale. Bio Sculpture USA reserves the right to refuse or cancel orders of professional products purchased for resale to the public or any professional market.

Proof of Purchase

Bio Sculpture USA will send a confirmation e-mail of your order. If you have not included an e-mail address in your order, you will receive an invoice/receipt in the same box as your products when your order is received.

Minimum order

Bio Sculpture USA has no minimum orders in the Professional or Personal Online Stores.

The purchase of a Basic Professional Starter Kit is the minimum requirement to licensed manicurist or cosmologists to open a "Professional" account to purchase gel products. A free eight hour training class for one person is included with each Kit. If no gel products are ordered, there will be no order requirements.

Order Processing

The estimated shipment date on your order is based on product availability, payment processing time, and warehouse processing time. It does not include transit time. Bio Sculpture USA does not begin order processing until it receives all the information required and full payment.

Orders placed for in-stock items that are eligible for same day shipping must be received before 1:00PM (PST) pending payment processing.

Duplicate Orders

Please go to “My Account” to view all your previous orders (you must be signed in). From there, you can confirm if you placed a duplicate order or not. If you see the duplicate order, please call Bio Sculpture USA Customer Service. Your order can be cancelled as long as it has not yet been invoiced or shipped. If duplicate orders have been shipped, obtain the tracking number(s) for the order(s) you do not want and call the shipping carrier to refuse those shipments. You will be refunded in full when those items are returned to Bio Sculpture USA.

Status of Orders

Please go to “My Account” to view your order status (you must be signed in).

Change online orders once submitted

Online orders cannot be changed once you have submitted payment. Contact us immediately after placing the incorrect order to request a possible change.

I want to combine orders to save shipping costs?

Online orders cannot be combined. However, if you call before the orders are processed; one shipping charge can be refunded with a 4% credit card fee.

How to change my Bio Sculpture USA login ID?

1. Log in using your current login ID (or email) and password
2. Click the My Account button located at the top right of the Bio Sculpture USA webpage
3. Click Account Settings on the left
4. Change your login ID by updating your Username or Email address accordingly

Does Bio Sculpture USA offer a “Personal Use” paper catalog?

No, our Personal Use Online Store is the only place to view product information.

Does Bio Sculpture USA offer a “Professional Use” paper catalog?

Yes, Bio Sculpture USA offers a “Professional Catalog” to professional manicurists and cosmetologists. Click here to view and print the paper catalog.

What if an item is backordered?

If an item is found to be on backorder once the order has been placed, it will automatically be placed on your backordered list. If you were already charged for the backorder item you will be refunded for that specific item only. The remainder of the order will be shipped (orders will not be held back if a products is backordered).

What if an item is missing from my order?

First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, check through the packing material for small items that might have shifted during transit. Please contact us or call Bio Sculpture USA Customer Service at 1-(800) 770-4493 if you're unable to locate an item.

How to use the Bio Sculpture USA shopping cart?

1. Find the items you would like to purchase by using the appropriate navigation menu
2. Click on the product picture to open the “shopping size options”
3. Click "Add to Cart" for each item you want to purchase
4. If you are purchasing more than one unit of an item, input the desired quantity and click "Update Quantities"
5. If you need to shop for more items, click "Continue Shopping"
6. After you've added all the items you want to purchase to your shopping cart, you can enter your shipping zip code and select a shipping method to view estimated shipping cost.
7. The total charges are an estimate on this page and will be finalized in the next step of the checkout process. If everything is to your satisfaction, click "Checkout"
8. Next enter your desired billing and shipping information, including your credit card details (you card will only be charged on the following page)
9. After verifying everything, click "Place Order" to purchase the items. A confirmation email will be sent to your email address.

Prices

The total order cost will include the price of the product on the day of shipping, plus any applicable sales tax and shipping charges. Bio Sculpture USA reserves the right to change prices for products displayed at the Bio Sculpture USA Online Store at any time to correct pricing errors that appear on online.

Personal Use

How do I obtain “Personal Use” prices or shipping rates from Biosculpturegel.com?
Our website uses Live Data Inventory. All products, pricing and availability are updated each time you refresh your web page. Orders can’t be made for out of stock items. All ordering, price quotes, stock status, and shipping quotes must be obtained online. We do not accept “personal use” orders by phone, fax or e-mail.

Professional Use

What is required to open an account as a professional?
The purchase of a Basic Professional Starter Kit is the minimum requirement for a licensed manicurist or cosmologists to open a “Professional” account to purchase gel products. A free eight hour training class for one person is included with each Kit. If no gel products are ordered, there will be no order requirements. How can I order products as a “Professional” manicurist or cosmetologist?
There are several ways to order professional Bio Sculpture Gel products.

1. Through an authorized Bio Sculpture USA consultant; go to “Locate My Consultant” to find your area consultant details.
2. Through ordering online at www.biosculpturegel.com. If you are a licensed professional please register online and begin shopping after you have been approved by our customer service department. Allow up to 24 hours for state board license verification and online approval.
3. Call the Bio Sculpture USA Customer Service team directly; one of our friendly live customer service representatives will be more than happy to assist immediately. Call 1-(800) 770-4493 to place an order.
4. Fax a complete list of products with your name, shipping address, and phone number to (949) 837-8849
5. E-mail a complete list of product with your name, shipping address, and phone number to orders@biosculpturegel.com

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Product Availability

Bio Sculpture USA makes every effort to ship products within 24 hours. Please note that shipping dates may change due to changes in supply. If product availability changes, Bio Sculpture USA will contact you via email and provide a revised shipping estimate.

Bio Sculpture USA encourages you to contact the Customer Service team at 1 (800) 770-4493 for order status information if you did not receive an e-mail with revised shipping information and a tracking #.

Given the popularity of some products, Bio Sculpture USA may restrict the number of such items that you may purchase. Bio Sculpture USA reserves the right to change quantities available for purchase at any time without notice.

Bio Sculpture USA makes every effort to supply you with the products you order. However, there may be occasions when Bio Sculpture USA confirms orders and then is notified that it cannot supply the quantities ordered. These occasions can include when a specific product has been discontinued or a pricing error was found. Bio Sculpture USA will contact you immediately to suggest alternative products that might meet your needs. If you do not wish to order alternative products, Bio Sculpture USA will cancel your order for those products or your full order depending on your request.

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Does biosculpturegel.com offer a money back warranty?

Personal Use: Products may be returned for a refund within 5 days of the invoice date. Exceptions are noted on the Return and Refund Policy for products that are not refundable. A 26% restocking fee will apply for all refunds on non-defective products. Professionals: For Bio Sculpture Gel returns please refer to the Gel Return Policy section below.

Bio Sculpture UV Lamp warranty

By purchasing from Bio Sculpture USA, whether you place your order online or by telephone, you acknowledge that you have had an opportunity to review Bio Sculpture USA warranty terms, have done so to the degree you need to be familiar with them, and you accept their terms and conditions, including the limitations, exclusions, and disclaimers in them.

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Payment Methods

Bio Sculpture USA allows you to make your purchases using any of the payment methods described below. Please read our policies carefully, especially with respect to payment methods, before you place your order.

Credit, Debit, and Check Cards Whether you order online or call in, your, you may pay by credit, debit, or check card. Bio Sculpture USA will not bill your credit card or process a transaction under your debit or check card until your order is shipped.

Bio Sculpture USA accepts American Express, Discover, MasterCard, and Visa credit, debit, or check cards associated with a billing address within the United States. Click here* (link to “US Sales Only) for more information.

Debit and check cards have daily spending limits that may substantially delay the processing of your order. Please make sure that your daily spending limit is higher that your purchase total before placing your order.

Bio Sculpture USA requires the credit, debit, or check card security code for your card for any telephone or online purchase to protect against the unauthorized use of your card by other parties. The security code is an individual three- or four-digit number specific to your card that may be printed on the face of your card above the embossed account number (if American Express), or on the back of your card, on the signature panel (if Visa, MasterCard, or Discover).

C.O.D. (Cash on Delivery)
Bio Sculpture USA does not send any products C.O.D. whether you purchase your products online or by phone.

Secure Site

Security is a top priority at Bio Sculpture USA. When you submit sensitive information via the website, your information is protected both online and offline.
Is it safe for me to use my credit card? What security features are in place to safeguard my information?
Our site is equipped with Secure Socket technology (SSL). When you access www.biosculpturegel.com you will notice that the URL changes to https://www.biosculpturegel.com after you enter the website. The (s) after the (http) shows that the website and online store is protected by SSL. Personal data you send us (name, company name, email address, credit card information, etc.) is encrypted during the transmission process and can only be decoded by Bio Sculpture USA.
Does Bio Sculpture Gel sell or release my personal information?
Bio Sculpture USA respects your privacy. We will not, under any circumstances, sell or release your information to anyone without your express consent.

What can I do if I am having trouble with my shopping cart?

Shopping cart problems usually occur for one or more of the following reasons:

1. Cookies are not enabled, or your browser is configured to block Bio Sculpture USA cookies.
   NOTE: In some cases, the cookies on your computer may become corrupted. If you've verified that biosculpturegel.com cookies are being accepted and you're still experiencing problems with the shopping cart, please clear your cookies and cache close your browser and try again.
2. The computer you're using is behind a firewall
3. The item you are trying to purchase is sold out, or there is a lesser quantity than you wish to purchase.
4. You are using a browser released prior to Internet Explorer 7.1

If all else fails, try closing all open programs and restart your computer, or try from a different computer.

Sales Tax

In addition to the price of your purchases, Bio Sculpture USA will charge sales tax on orders to California residents based on your shipping address and the sales tax rate in effect at the time your order is processed. If you call in your order; the Bio Sculpture USA Sales Representative will provide an estimated dollar amount of your order including tax and any applicable shipping charges at the time you place your order. If the sales tax rate does change before the product is shipped, the rate in effect at the time your order is invoiced will apply.

Tax-Exempt Orders

If you place your order on behalf of a tax-exempt organization or individual, please call Bio Sculpture USA Customer Service at 1-(800) 770-4493. Be prepared to provide proof of your “resellers permit”. The organization or individual name on the order must exactly match the CA tax-exempt certificate.

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Refunds/Credits

How is a refund/credit applied? Does Bio Sculpture USA offer in-store credit?
Most credits will be charged back to the original method of payment within the refund period. Yes, in-store credit is available per request.
Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
It takes approximately two business days to process a credit back to your form of payment and 2-3 business days for it to appear on your statement.
The shipping carrier has returned my order/package to Bio Sculpture USA. What happens now?
Once we receive the package, we'll credit you back in full, including any shipping costs you may have paid. If you paid via check or money order, we'll send you a check for the full amount.

A Return Merchandise Authorization number will then be automatically generated by our system, and an e-mail notification will be sent to notify you of the returned merchandise.

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Shipping Options

Bio Sculpture USA makes use of UPS shipping that offers convenient and trusted shipping options: All products are shipped from a central warehouse in Irvine, CA.

U.P.S. Ground ZONE Map for Ground shipments from Orange County, California

• Ground Shipping: Products shipped via standard ground service is normally delivered within 1- 5 business days after shipment depending on what zone you are in. Please view map above for your zone to see transit time for your ground shipments.
• 3-Day Shipping: Products shipped via standard service are normally delivered within 3 business days after shipment.
• 2nd Day Air: For an additional charge, Bio Sculpture USA offers this expedited shipping option. Products shipped via two-day air service prior to 1:00 p.m. Pacific time are normally delivered by or before 10:30 a.m. local time two business days after shipment.
• Next Day Air: For an additional charge, Bio Sculpture USA offers this expedited shipping option through UPS. Products shipped prior to 1:00 p.m. Pacific time via Next Business Day Air service are normally delivered by or before10:30 a.m. local time one business day after shipment.
• Next Day Air Saver: For an additional charge, Bio Sculpture USA offers this expedited shipping option through UPS. Products shipped prior to 1:00 p.m. Pacific time via Next Business Day Air Saver service are normally delivered by or before 5:30 p.m. local time one business day after shipment.

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Return and Refund Policy

For Bio Sculpture Gel returns please refer to the Gel Return Policy section below.

Always check your package upon arrival to verify the accuracy of products received. If you are not satisfied with your Bio Sculpture USA products you will need to contact Bio Sculpture USA Customer Service at 1-(800) 770-4493 in order to request a Return Merchandise Authorization number and the address to send returns to. Returns without an RMA or returned to the incorrect address will not be given credit.

For sealed products, you have five days from the time you receive your item(s) to initiate a return. If the item is returnable and you send it back to us unopened in the original box, Bio Sculpture USA will offer you a refund based on your original method of payment. You must report the product to the Bio Sculpture USA warehouse within 14 calendar days of the issuance of the RMA. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation, and registration that shipped with the product. Bio Sculpture Gel will assess a 26% restocking fee on any returned products. All products must be returned with 30 calendar days AFTER notification or no return will be accepted.

Please note Bio Sculpture USA does not offer returns or refunds on the non-sealed products:

• Products in nail polish bottles including Color Nail Polishes, Executive Base, Lavender Base, Top Coat, Nail and Cuticle Softener/Remover, Nail and Cuticle Conditioner, Cuticle Oil.
• Liquids such as Vitamin Dose, Aroma Therapy Oil, Anti-Fungal Pre-Treatment, Quick Dry Spray, Cleanser, Sanitize, Soak Off.
• Hand and Body Lotion and Hand Wash.
• Used files, cutters, brushes, etc.
• Individual items from any Bio Sculpture Kits or Packs

There are no returns on anything after 5 days of invoice. Exceptions are at our discretion, for unused and unopened merchandise only. Customers are responsible for shipping cost on returned goods and a 26% restocking fee.

If Bio Sculpture USA shipped your order, and for some reason you refuse it, handling and shipping charges will still apply. PLEASE ORDER CAREFULLY.

Note: Bio Sculpture USA recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to Bio Sculpture USA or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking or (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during transit.

Gel Return Policy

Always open and check your gels upon receipt to verify the accuracy of the products received. Gel products must be opened and stirred immediately upon receipt. Bio Sculpture USA does not accept returns for products ordered incorrectly.

Placing an order for Gel from the Bio Sculpture USA store or by phone indicates your acceptance and agreement to the store terms.

• Missing, damaged in transit, or defective Gel Products should be reported within 48 hours of delivery. A Return Merchandise Authorization number and the address to return these products will be provided.
• Orders are double checked for accuracy, but human error can occur and mistakes can happen so please check that the colors you ordered match the colors you received. All orders placed over the phone will be repeated back to you as confirmation of your order. Please make sure that the Customer Service Representative repeats the same items and colors you ordered for accuracy.
• Replacement: Bio Sculpture USA, at its expense, will ship a replacement of the same product. Bio Sculpture USA Customer Service Representatives will arrange for the replacement and the damaged or defective products’ return.
• Verify all Gel Colors by matching the Color Gel # you received to the Bio Sculpture Color Stix* (color swatch) BEFORE YOU OPEN the Gel jar seal.
• There are No Returns on opened Treatment and Color Gels.
• If you are unhappy with the Gel color received (do not open) or change your mind on the color please call 1-(800) 770-4493 within 48 hours for a RMA #. (No returns will be accepted after 48 hours for unopened gel). When the product is returned because you changed your mind, you will be responsible for all shipping charges incurred. When Bio Sculpture USA receives your products, you will receive a credit on merchandise or you may select to replace it with another color or product of your choice for same value. There are no cash refunds available on treatment or color gels.
  Exceptions are at our discretion, for unused and unopened merchandise only. Customers are responsible for shipping cost on returned goods and a 26% restocking fee.
• Instruction on how to pack products for Return;
  Leaked or open Gel; How to make sure that the gel you are returning does not leak out while in transit:
  Open the gel jar and place a piece of plastic (or zip-lock bag) over the open jar with the cap off. Screw the cap back on the jar over the plastic. The plastic between the opening and the cap will prevent the gel from spilling out in the box while in transit.
• There are No Returns on any gel after 14 calendar days of invoice.

Please note; Bio Sculpture Gels will not be guaranteed if used in combination with any other nail-care products.

Damaged On Arrival (DOA)

Bio Sculpture USA products is considered DOA if it was damaged in transit (leaked, broken). If you believe that your product is DOA, please call Bio Sculpture USA Customer Service within 48 hours of receipt of your order. Bio Sculpture USA Customer Service will determine whether the product is DOA.

Replacement: Bio Sculpture USA, at its expense, will ship a replacement of the same product. A Bio Sculpture USA Customer Service Representative will arrange for replacement and the DOA products’ return.

If Bio Sculpture USA Customer Service determines that a returned product is not DOA, the product will be returned to you. If Bio Sculpture USA determines that you have misrepresented a returned products’ condition and that the product is not DOA, Bio Sculpture USA may impose a $50 handling fee.
Bio Sculpture USA reserves the right to request a card (Visa MasterCard, AMEX or a Discover Card) to charge the handling and return shipping fee.

Instruction on how to pack products for Return

1. Please pack the damaged products you are returning in the same box you received it in.
2. Fill the box with the same packing peanuts or use paper towels or newspaper to secure the products.
3. Close the box securely with box tape.
4. Place UPS return label on the box.
5. Hand the box back to the UPS driver, or place it in a UPS drop box.

How to use your return label
Peal the return label off and place it on the box, making sure that the barcode is on a flat surface in order for UPS to scan the barcode (the name can be bent over the edge of the box but not the barcode).

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Other Terms and Conditions

Bio Sculpture USA is not responsible for typographical errors. Bio Sculpture USA reserves the right to cancel any order you have placed if there was a typographical error on the Bio Sculpture USA Store concerning the pricing or availability of any item you ordered when you placed the order.

Bio Sculpture USA reserves the right to change the terms and conditions of sale at any time without notice.

Bio Sculpture USA may make changes to any products or services offered at the Bio Sculpture USA Store, or to the applicable prices for any such products or services, at any time, without notice.

• Bio Sculpture USA reserves the right to do any of the following, at any time, without notice: (1) to modify, suspend or terminate operation of or access to the Bio Sculpture USA Store, or to any portion of the Bio Sculpture USA Store, for any reason; (2) to modify or change the Bio Sculpture USA Store, or any portion of the Bio Sculpture USA Store, and any applicable policies or terms; and (3) to interrupt the operation of the Bio Sculpture USA Store, or any portion of the Bio Sculpture USA Store, as necessary to perform routine or non-routine maintenance, error correction, or other changes.
• To the extent permitted by law, all sales at the Bio Sculpture USA Store are governed by California law, without giving effect to its conflict of law provisions.
• No Bio Sculpture USA employee or agent has the authority to vary any of the Bio Sculpture USA Store policies or the terms and conditions governing any sale.
• If any of the aforementioned policies are held by a court or other tribunal of competent jurisdiction to be void or unenforceable, such policy shall be limited or eliminated to the minimum extent necessary and replaced with a valid provision that best embodies the intent of the policy, so that the policies shall remain in full force and effect.
• Bio Sculpture USA’s failure to insist on or enforce strict performance of these policies shall not be construed as a waiver by Bio Sculpture USA of any provision or any right it has to enforce these policies, nor shall any course of conduct between Bio Sculpture USA and you or any other party be deemed to modify any provision of these policies.
• These policies shall not be interpreted or construed to confer any rights or remedies on any third parties.
• The Bio Sculpture USA Store provides access to Bio Sculpture USA data and, therefore, may contain references or cross references to Bio Sculpture USA products and services that are not announced in your country. Such reference does not imply that Bio Sculpture in your country intends to announce such products, programs or services.

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