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Customer Care

Here you will find the most frequently asked questions. Click on the topic that interests you to go directly to the answers. If you can’t find the answer you’re looking for, send us a message and we’ll get in touch shortly. Questions, support, feedback — we’re here for it all.

FAQ

Order Process

You can order our products through our online shop, www.phisupplies.com.

You can choose credit card, Paypal, bank transfer, Apple Pay, Google Pay and Pay Later Options as the payment method.

Please note that we exclusively sell to professionals, i.e. business customers. Before you place an order, please make sure that you have selected the right products and your address is correct. Please note that we do not offer exchanges or returns.

We ship worldwide. If you are outside of the USA, we would recommend contacting customs in your country to find out if you can import your chosen products. Please note that custom charges as well as additional fees are not included in the shipping costs. Do not hesitate to contact us if you need assistance with placing an order.

An account is not required to shop on our site. We recommend creating one, as it makes it easy to check the status of your order and gives you access to your full order history. Also, you cannot use the discount codes if you are not logged in. You can also save your shipping and billing information for a quicker checkout experience. Please make sure to double-check your billing and shipping address before you place an order.

Any business owner with a valid business license can place an order on our website. Only a few products require special education at PhiAcademy, such as PhiRemoval products or a discounted price for our SUPER pigments. To be able to purchase a special category product, you need to take the according course with PhiAcademy and send your certificate to us, via email, for verification.

If you received a message that says, “You did not sign in correctly or your account is temporarily disabled.”, this means your email address/password was not recognized by our system. No worries, this can quickly be fixed. Please double-check to see if you are using the same email address and password you registered with. If you cannot remember your password, click on the “Forgot your password?” button. Once you type in your email address, we will send you an email with a link that will let you create a new password. 

Please make sure that you are registered with us. You can create an account directly on PhiSupplies (https://phisupplies.com/my-account/ ). If you are still experiencing issues, please send an email to info@phisupplies.com so we can further assist you.

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at info@phisupplies.com with your name and order number, and we will look into it for you.

All sales are final. Please note that we cannot modify orders once they have been completed and paid.

If you need to change your billing or shipping address, please contact us for redirection of your order. 

Redirecting your order may carry additional charges, so make sure your address is correct before placing your order.

Payment

We accept credit and debit cards, Paypal, Apple Pay, Google Pay and Pay Later Options.

Please login to your PhiSupplies profile before you place the order with the coupon code. The coupon field can be found at the checkout. The amount will be automatically deducted before checking out. Please note that discount codes cannot be combined.

Shipping

We ship primarily to all the US states and Canada, but shipping worldwide is also possible. However, bear in mind that some of the Phi products cannot be shipped to some countries.

Please find our shipping restrictions below:

Australia: Microneedling products, Phi-Ion Pro

Austria: PhInjection Pen & hyaluronic fillers, PhiRemoval products, Phi-Ion Pro, Babor Spot reducer, PhiHenna (black, medium brown), PhiLaser Type 2.0

Canada: PhInjection Pen & hyaluronic fillers, PhiRemoval products, Phi-Ion Pro, Babor Spot reducer, PhiLaser commode

Iran: all products

The shipping costs are calculated automatically before check out and depend on the weight of your parcel and its destination. Please note that this amount does not include any duty charges or additional import fees.

We ship our products usually within 1 or 2 business days (business days do not include weekends or holidays) after receiving the payment. If you place the order before 3 PM, it will be shipped the same day. 

Once your order has been shipped, you will receive a shipping confirmation via email with a tracking number.

You have several shipping options through UPS, both domestic and international:

Domestic Estimated Delivery by Shipping Option:

UPS Ground: 1-5 Business Days
UPS 3-Day Select: 3 Business Days
UPS 2nd Day Air: 2 Business Days
UPS Next Day Air: 1 Business Day (next day from date of mailing, not from the date the order was placed)

International Shipping Delivery Estimates

UPS Standard: 8-14 Business Days
UPS Worldwide Expedited: 2-5 Business Days
UPS Worldwide Express: 1-3 Business Days

Please ask your neighbors if they accepted the package for you. If this is not the case, please contact the carrier directly. Please send all correspondence between you and the shipping company to info@phisupplies.com. We then can take further steps to help you, if they are unable to tell you the status of your order.

We recommend tracking your parcel and contacting the responsible carrier, as they will be able to tell you where your parcel is located. If you did not receive your tracking information, please check your spam folder first or contact info@phisupplies.com. Our team is happy to assist you and will send you the tracking information.

Unfortunately, it may happen that the package will be reported as lost. In this case, please stay in touch with the carrier and contact us within 10 days from receipt of notification regarding the accidental loss, so we can immediately contact the carrier as well.

Reclamation

All sales are considered final. We don’t offer refunds, returns, or exchanges. We reserve the right to refuse any returns at any time.

Please send an email to info@phisupplies.com with the invoice/order number, a picture of the parcel, the name and the amount of the missing item. Note that all order issues need to be reported within 4 days of delivery.

Please send an email to info@phisupplies.com with your order number and a picture/video that shows the fault of the item you received. If the package shows external damage, please send us a picture and contact UPS as well.

You need to contact us within 5 days from the date of receipt of the damaged product(s) or from receipt of notification regarding the accidental loss.

We are very sorry for the mix-up! Please send an email to info@phisupplies.com with a picture of what you received and the invoice/order number. All order issues need to be reported within 4 days of delivery.

Please contact us via email with your order number at info@phisupplies.com and explain the problem you are experiencing with the machine. If possible, attach a video or pictures showing the problem, so that we can try to identify the defect. Depending on the machine and the defect, we offer spare parts or repairs.

Other

Please write an email to info@phisupplies.com, so we can assist you further or forward your question to our product development team.

Full ingredient listings are available for each of our products. Please send an email to info@phisupplies.com for further assistance.

We recommend you to perform a patch test before a treatment and make sure you take the highest care of your clients, so any complications can be avoided.

Unfortunately, we do not have a rewards or loyalty program at this time. Please subscribe to our newsletter to receive updates and discount alerts first. 

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