Frequently Asked Questions

Welcome to Biotherm USA Frequently Asked Questions.
Check below to see if we have the answer to your question.

Shopping

QUESTION
Finding Products
ANSWER
If you know which Biotherm products you're looking for, you've got many ways to find them on our website:

- Search by keyword
- Search by category of product (Face Care, Body Care, Sun Care)
- Search for men's products here too (don't worry guys, we haven't forgotten you!)

If you're not sure which product suits you best, or just want to browse, check out the New category, Explore or our Gift Ideas for inspiration...
QUESTION
Finding the Right Product For You
ANSWER
We all have different needs, so which Biotherm products are right for you?

Get expert advice and tips from our Skin Diagnostic tool.

When you become a Biotherm e-Club Member, you can save your Skin Diagnostic results to come back and consult whenever you like.
QUESTION
Searching By Keyword
ANSWER
Easy!

 

Just type in the keyword you're looking for and hit Go… We'll list all the matching results for you to consult.
QUESTION
What's new at Biotherm?
ANSWER
After the latest product releases from Biotherm?

 

Discover with all our great new Biotherm products in the New category.
QUESTION
Gift Ideas
ANSWER
Looking for a great gift? Biotherm's Gift Ideas can help!

We've selected exclusive Biotherm Gift Sets to give you some ideas, or you can choose from Biotherm's extensive range of products.

QUESTION
What's the sales tax?
ANSWER
All orders shipped from Biotherm-usa.com will be subject to sales tax, applicable in accordance with the tax code of the state and city to which the order will be shipped.

Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation e-mail and packing slip.

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Ordering

QUESTION
How To Pay
ANSWER
We accept Master Card, Visa and American Express. We only accept US credit cards

In some cases, a small processing fee may be charged by your credit card company.

Biotherm's website is encrypted and protected by Norton, guaranteeing that your details stay secure and private. Just the way they should be…
QUESTION
Shipping Confirmation
ANSWER
When you check out, we will send you an email to confirm your order.

Once your order has shipped, we'll send you another email to confirm shipment. The shipping tracking information will be included in this email so you can check the status of your order whenever you like.

If you have further questions about your order status, please contact us by email or by calling 1-888-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern time).
QUESTION
Promotion Codes
ANSWER
If you have a promotion code, just enter the code on the first Checkout page. Please note that you can only use one promotion code per order. 
QUESTION
Order History
ANSWER
What did I buy?

When you become a Biotherm e-Club Member, you can access your previous purchases using 'My Order History' and check out the details of the products you bought in each order.

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Shipping

QUESTION
Shipping Methods and Rates
ANSWER
Shipping is free (USPS Ground-Most orders will be delivered within 7-12 business days) with an order of $50 and more before tax.

Biotherm-usa.com ships via USPS to US addresses only, including Alaska, Puerto Rico, US Virgin Islands, Hawaii, and military APO/FPO destinations. Biotherm will not ship to any International Shipping Services such as DHL Borderlinx, VPost or comGateway.

Orders will be processed the same day the order is placed if the order is received by 11:00 am Eastern time. Orders received after 11:00 am Eastern time will be processed on the next business day.

$4.50 shipping cost everywhere in the US.
Orders shipping to Alaska, Hawaii, Puerto Rico, US Virgin Islands, military APO/FPO destinations or US territories can only be shipped through standard shipping mode and will take up to 30 days.

Products purchased on this website are shipped from Canada.

QUESTION
Tracking Your Order
ANSWER
To track your order, please use the tracking number included in your shipping confirmation email.

This tracking number can also be accessed via the My Order History section for e-Club Biotherm members.

If you have questions about your order, please call us at 1-888-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern time) or email us and we will be happy to assist you.
QUESTION
Modifying An Order
ANSWER
If you need to change an order you have already placed, please contact Biotherm's Customer Service at 1-888-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern time) or use the contact us page>> and select the subject "Questions about ym order". To expedite your request, enter your order confirmation number in the Message and describe your concern. If you decide to contact us by phone, please have your order confirmation number available. We will always do our best to accommodate your needs.
QUESTION
Returns and Exchanges
ANSWER
If for any reason you are not completely satisfied with your Biotherm purchase, please contact our customer service at 1-888-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern Time) and simply return the purchased products within thirty (30) days of the delivery. We will be happy to credit your account for the amount of the purchase.

Address:
Genco
221 South 10th St.
Lemoyne, Pennsylvania 17043

We recommend that you return all products unopened and in the same condition in which they were delivered. We're sorry, but return shipping fees are not refundable.

If your package was damaged in shipment by the carrier, and its content rendered unusable, save the box and the merchandise and notify us immediately at 1-888-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern Time). The carrier will be notified and the damaged package and the damaged items will be replaced.

QUESTION
Problems With An Order
ANSWER
Any problems?

 

Just contact us directly by email or call us on 1-888-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern time).
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Biotherm e-Club

QUESTION
Member Benefits
ANSWER
Biotherm e-Club offers a vast range of benefits, including:

- Save your Wish List
- Save your Skin Diagnostic results
- Create ‘Your Profile’ for a quick check-out!
- Receive info on new products
- Receive Biotherm emailings for special offers

Join today!
QUESTION
How do I join Biotherm e-club?
ANSWER
It's so easy!

It only takes a couple of clicks to become a Biotherm e-Club Member. Just enter your details in the required fields, confirm, and that's it! You're a Member!

Why not join now and start enjoying the benefits of the Biotherm e-Club right away?
QUESTION
Forgot your password?
ANSWER
Forgot your password?

 

Please enter your email address and we'll send your password by email. Just check your inbox to get your reminder.
QUESTION
Edit My Account
ANSWER
Times change... so do your details!

 

Moving? New email address? Just use Edit My Account to fill in your new details, hit confirm and we'll update our records.
QUESTION
My Wish List
ANSWER
Keep track of your favorite Biotherm products!

When you become a Biotherm e-Club Member you can save a list of your favorite products to come back and consult anytime.

Just sign in as a Member and use My Wish List to access your personal favorites. To reorder products from your list, click on Add to Cart and continue to Checkout.
QUESTION
My Order History
ANSWER
What did I buy?

When you become a Biotherm e-Club Member, you can access your previous purchases on www.biotherm-usa.com using My Order History and check out the details of the products you bought in each order.

QUESTION
My Skin Diagnostic Results
ANSWER
Don't lose your Skin Diagnostic results - when you become a Biotherm e-Club Member, you can save the results of all the Diagnostics that you've completed. The My Account page gives you access to the results of the Daignostics you have previously consulted.
QUESTION
Unsubscribe From e-mails
ANSWER
If you don't want to receive any more emails from Biotherm with details of our exclusive offers and selected promotions, just go to the page Edit my profile >> and opt out to for receiving emails from Biotherm.
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