FAQ

Shipping is complimentary on orders over $50 USD only within the USA. We do not ship internationally.

Unfortunately, aqueous. and aqsscottsdale.com only ship to destinations within the United States and cannot be held liable for shipments redirected to an alternate destination by the customer. Due to varying laws concerning the sale of skincare products in other countries, Biologique Recherche products are not permitted to be shipped outside the United States by any US retailer. Upon request, we can refer you to an authorized Biologique Recherche dealer in your country. aqsscottsdale.com and its owner reserve the right to suspend any user account attempting to circumvent this policy.

Turnaround

Orders placed before 3:00 p.m. CST Monday - Friday will be processed and shipped the same day, excluding religious and federal holidays. Orders placed after 3:00 p.m. CST or on weekends will be processed the following business day. 

In stock items are shipped complimentary via UPS or USPS Priority Mail on orders over $50 USD. Stock availability, post office closures, inclement weather, and peak seasonal times may cause slight delays in your shipment. Multiple orders with the same delivery address may be combined for shipping. By ordering from aqsscottsdale.com, you acknowledge and accept that your package will be shipped via your selected option at checkout (due to price differences in shipping methods, we are unable to change your selected shipping option once an order has been placed).

Please note - we cannot guarantee specific delivery dates, once we hand over a package to the carrier it is out of our control.

WE DO NOT SHIP TO HOTELS, MOTELS, CASINOS, AND ANY INSECURE SHIPPING ADDRESSES. PLEASE ENSURE YOUR ADDRESS IS CORRECT WHEN ENTERING AT CHECKOUT.

At this time, we do not retail Biologique Recherche products with the "Add to Cart" option. At aqueous., we emphasize the importance of a consultation with one of our skin specialists to ensure a bespoke skincare regimen tailored to your needs and skin instant. However, if you have had previous correspondence or would like to purchase products from aqueous., please fill out our Patient Intake form or email us at concierge@aqsscottsdale.com so we can further assist you. Biologique Recherche orders are conducted through Shopify by invoice. You will receive a shipping confirmation in your email with a tracking number after you have paid your invoice. All policies apply to Biologique Recherche orders and purchases. 

Any samples we include with your order are complimentary with purchase and are subject to availability. We make no guarantee that you will receive a specific type or quantity of samples with your order. While we make every effort to accommodate specific requests, we may not always have the requested sample available and/or it may not exist. In order to maintain authenticity and protect our customers, we do not “make” or “re-package” our own samples. All complimentary samples are provided in original manufacturer packaging with appropriate product labels (as required by the Food and Drug Administration: Fair Packaging and Labeling Act) and have been hand-picked to complement your purchase and/or skin type. Please note that there are no samples available for serums or body products. If you would like to try a serum, we recommend purchasing the small size.

All orders are shipped with an order confirmation and  tracking number. You will receive email notifications with information about your shipment after it has been packed and assigned a tracking number from the carrier.

In an effort to reduce waste, we DO NOT include a paper invoice in your shipment. Your invoice will be delivered to your email as an order confirmation.

You may check the link provided in your email for further tracking information to determine where your package is and when it is expected to arrive. We offer ROUTE shipping insurance and encourage you to add it on to your order for a small fee to protect your products and ensure shipping protection. If you are unable to be available for delivery of a package requiring signature confirmation, you may be able to pick it up at your carrier’s local office within a certain number of days before it is returned to us as “unclaimed”. Unfortunately, we can not refund our shipping costs for returned packages - the cost of shipping (original and return) will be deducted from any refund or credit you may receive. For more questions about the status of your order, please email concierge@aqsscottsdale.com.

Please check the tracking estimated delivery times to confirm someone is able to receive your package. If no one will be available on the day your package is expected to arrive, you may be able to request a hold on the package and pick it up in person at your local USPS, UPS or FedEx Office. Once a package has been marked as “delivered” by the carrier, we are no longer responsible for the package. We can not provide replacement or refund for packages that have gone missing after delivery confirmation.

You will receive an email confirming delivery of your package. If you have received a delivery confirmation email and you have not received your package, you should contact your local USPS or UPS with your tracking number or attempt to speak directly with your delivery person. Occasionally, packages may be incorrectly scanned by the carrier and are typically delivered within a day or two. Please note that USPS cannot initiate a search for a missing package until 7 days after the ship date. If your package has been lost, stolen, or misplaced once delivery has been confirmed, it is the responsibility of the customer to track or file a claim with the carrier. We will provide any information needed in the event you need to file a claim. Please see the following link to file a missing package claim (USPS):

https://www.usps.com/help/missing-mail.htm

Although we triple check our packages to ensure timely and accurate shipment, mistakes happen.  If you have received a package that you believe is missing an item, please contact us within three (3) business days upon receiving the package, determined by the delivery date associated with your tracking number. 

Currently, we offer complimentary UPS & USPS Priority Mail (typically 2-3 day) shipping on orders over $50 USD. Please provide a valid mailing address, shipments returned to us for non-deliverable addresses, non-acceptance, or failure to provide signature will be refunded upon return (minus our shipping costs). Alternate shipping methods may be available to you at checkout for a nominal cost.