Frequently Asked Questions
How do I place an order?
You can place an order directly online, which is the preferred method. Alternatively, you may also do it over the phone but we are not available 24/7 and you will not be able to take advantage of online exclusive discounts.
What is the minimum order amount?
The minimum order amount is $250. Orders under $250 are subject to a $25 surcharge and must be placed over the phone at 800.932.0168. RBI may at its sole discretion accept wholesale orders under $250.
Do I get any free samples with my order?
RBI will give samples, tester and/or other support materials to the Buyer free of charge, provided orders are not discounted, based on the order amount. Orders from $600 to $2000 get 5% and orders over $2000 get 8%. In case of discounted orders, RBI reserves the right to provide support materials at its sole discretion. These items are meant for sales support and cannot be resold or used as regular retail products.
Can I make changes to my order?
Changes can be made on orders that have not been shipped out yet by contacting RBI. We start processing orders as soon as possible so if you need to make any changes please let us know within 2 hours of placing the order by emailing or calling us.
Can I cancel my order?
Orders for products stocked in RBI's U.S. warehouse may be canceled prior to shipment. A $25 cancellation charge will apply. Specialty products may not be canceled. Buyers are fully liable for all cost related to specialty product orders.
Why can't I buy the Pro size products?
An aesthetician license is required to purchase Pro size products. This is to ensure the person has the knowledge and training to properly use these items.
How much do you charge for shipping?
Shipping charges depends on the total weight, package dimensions, shipping method and delivery location. See below for rough estimates. Buyer pays actual shipping charges, insurance, plus a $4.75 per box charge. RBI will select the most cost effective shipping method and add the cost to the order when the package is ready to ship. If you need your shipment expedited, please make a note in the special instructions section prior to check out. For COD orders, Buyer also needs to pay the additional carrier COD charges. New customers placing their first order cannot ship COD.
Estimated cost for shipments to the contiguous states:
Ground - $30
3 Day - $40
2 Day - $60
Next Day - $80
Estimated cost for shipments to U.S. islands and territories:
Ground - $45
3 Day - $60
2 Day - $90
Next Day - $120
Can you waive the shipping charges?
We cannot but we have promotions occasionally which can help out with the cost. Also, Biodroga/BiodrogaMD orders that are $1250 and above (excluding taxes & discounts) get free ground shipping. This offer does not apply to wholesale customers with special pricing.
Do you charge sales tax?
Sales tax will only be charged to orders shipping within New York State and the rate varies by county.
Do you ship to PO Boxes?
We do not ship to PO Boxes. Please provide a valid commercial or residential address at checkout. Billing to PO Boxes is fine.
Do you ship internationally?
We generally do not ship internationally but there are exceptions. For international shipping, please contact us at 212.221.4600 or firstname.lastname@example.org prior to placing an order.
When can I expect to receive my order?
That depends on the size of your order, item availability, delivery location and shipping method selected. We usually ship items out within 2 to 5 business days after an order is placed. You should receive your package within 2 weeks if there are no delays.
How can I track my package?
We will email you the tracking info once the package ships out.
Why is my COD order shipping back to RBI?
The order was refused or no one was available at the time to accept it. Buyer will be charged for shipping and a 30% restocking fee. A $35 fee will also be charged to reship the package to the Buyer.
Damaged/Missing Items Questions
What is the deadline for filing a claim for damaged or missing items?
Buyer should thoroughly inspect the package when it arrives and file a claim within 48 hours if there are any damages or items missing. RBI cannot replace any merchandises until a claim has been filed with the carrier.
What should I do for unconcealed damages (found before opening a package)?
Make sure the driver notes the opened/damaged/missing item(s) on the deliver sheet. Buyer accepts everything is in good condition if nothing is noted while receiving the package. Contact the carrier so they can inspect the shipment. Contact RBI so we can start processing your claim.
What should I do for concealed damages (found after opening a package)?
Save the original carton and all packing material. If possible, take a picture of the damage and email it to email@example.com. Request for the carrier to send an inspector over to check the damaged shipment. Contact RBI so we can start processing your claim.
How do I return/exchange a product?
To return/exchange a product purchased from us via website or phone, please call 212.221.4600 or email firstname.lastname@example.org to obtain a Return Merchandise Authorization (RMA) number.
Once you have obtained the RMA number, please ship well packaged products to:
Regent Bond Inc.
1123 Broadway, Suite 1217
New York, NY 10010
When can I expect to be credited?
RBI will inspect the returned goods and issue a credit as soon as possible. The entire process may take 15 to 20 business days.
Will the shipping, handling and insurance fees be credited?
Shipping, handling and insurance fees will not be credited.
Is there a charge for return?
There is a 30% service charge for returning products that are in good condition. A credit of 70% of the invoiced prices (excluding shipping, handling and insurance charges) will be issued.
Do the credits expire?
Credits are valid for 6 months and can be used for the purchase of products from RBI.
What products cannot be returned?
Products that are not in good re-saleable condition will be shipped back to the Buyer at his/her expense and no credit will be issued.
What is the deadline for returns/exchanges?
An RMA number must be requested within 30 days of the invoice date or shipment date, whichever is earlier, to be considered.
What form of payments do you accept?
We accept payments from Visa, Mastercard, American Express, PayPal, Check, Money Order and Bank Deposit. New customers placing their first order cannot pay by check.
How do I make a payment?
An invoice will be sent requesting for payment after we calculate the shipping cost, applicable tax and any discounts. You can pay online or over the phone by calling us at 212.221.4600.
Do you save credit cards on file?
Yes and no. If you've made a payment over the phone in the past, certain credit card info will be saved in American Express's Payment Gateway. We can't access the full credit card number and the security code but we are able to charge the card if it hasn't expired yet.
What do you charge if a check is returned?
RBI will charge a $35 service fee for each returned check. No further orders will be shipped until this charge is paid in full.
What is the interest rate if I have payments that are overdue?
RBI reserves the right to charge interest at the rate of 1.5% per month (or the maximum allowable by law) compounded annually on all overdue accounts in addition to any remedy available to RBI either under law or under the terms and conditions of sale.
Where are your products manufactured?
Products in Biodroga, BiodrogaMD, Sans Soucis and Dr. Scheller are manufactured in Baden-Baden, Germany. Essensa products are manufactured in Provence, France. All products are manufactured using Good Manufacturing Practices (GMP) and certified ISO-9001:2008 standards.
What is the shelf life of your products?
Our products can last about 2 years or more unopened and 6 months once opened and used.
How do I prevent the products from spoiling?
Store products in a cool, dry and dark place. Avoid opening products unless you intend to use them. Clean and dry your hands before applying a cream or use a clean cosmetic spatula. Close the lid of the products tightly after every use.
For all other questions, feel free to contact us at 800.932.0168 or email@example.com.