Ecometry Sample

It’s easy!

1. CALL TOLLFREE - Customer Service : 1-877-772-2539 M-F 8:30am-4:30pm PST
Or
Use our 24/7 Order line: 1-877-859-6944

2. Shop online at http://murad.balleydirect.com

3. Regular Mail – Mail us the ORDER FORM from your Murad Catalogue to :

Balley Direct
PO Box 91994
Stn West Vancouver
West Vancouver, BC, V7V 3P2

2. How do I pay?

For all your online purchases, you must pay with a valid Credit Card. For other orders (catalog orders by mail or orders made over the phone) you can chose to pay with a Credit Card or Cheque.

3. Can I split my payment?

Currently you can opt for a split payment on your Acne Complex and Resurgence purchases at www.acnecomplex.ca and www.resurgence.ca . You can read more about our Easypay system at http://murad.balleydirect.com/EasyPay.aspx

FAQs about shipping:

1. Do you ship outside Canada?

We only ship within Canada. To order Murad products in the US, go to www.murad.com

2. What is the shipping cost?

Depending on your order value (before tax), your shipping charges are as follows:

SUBTOTAL (Before tax/shipping)	REGULAR SHIPPING (2-3 WEEKS)	EXPRESS SHIPPING (3-5 BUSINESS DAYS)
up to $25	$ 7.95	$ 15.95
$25.01 - $60.00	$ 8.95	$ 16.95
$60.01 - $74.99	$ 9.95	$ 17.95
$75.00 - $149.99	FREE *	$ 8.00
$150.00 +	FREE EXPRESS SHIPPING*

* PLEASE NOTE: Regular shipping fee for the RESURGENCE 90-DAY NIGHT REGIMEN is $8.95. Orders over $150 which also include this Kit will be upgraded to Express Shipping for no additional charge.

For all the other orders over $75 you get FREE Regular shipping. For all other orders over $150, Express Shipping is FREE.

3. When and where will my order arrive?

You will receive your order according to the shipping options you have selected during your ordering process (Regular/Express shipping)

Please allow up to 3 weeks to receive your order on regular shipping. If you ordered Express Shipping you can expect to receive your package within 3-5 business days. Delivery Periods are from time order leaves the warehouse.

We ship with Canada Post and your order will arrive at the address you provided in your account information. Please make sure you mention your correct shipping address if this is different from the billing address.

4. My order didn’t arrive! How can I track the status of the order?

If you selected regular shipping, your package will arrive up to 3 weeks after placing the order. If you selected Express Shipping your order will arrive in 3-5 business days.

If after this amount of time you have not received your package, please call Customer Service 1-877-772-2539 (M-F 8:30am-4:30pm PST) and we can help you track your order.

FAQs about retuns:

1. What is your Return policy?

A 60-day money back guarantee is offered on all Murad products except discontinued and discounted items. If you’re not satisfied with your purchase you may return it for a full refund of the purchase price. Note: You are responsible for any charges related to shipping. Before returning products please call Customer Service for instructions.

For your protection we recommend you insure your returns. Regrettably COD delivered will not be accepted and return shipping fees are not refunded. For full return policy visit www.balleydirect.com/returns or view the reverse of the original invoice.

2. How does the Money Back Guarantee work?

All purchases (except the discounted and discontinued ones) are backed by our Balley Direct 60-day guarantee of satisfaction. If you are not satisfied with your purchase you may return it for a full refund of the purchase price (except the shipping charges). In order to receive the refund, you must return the product bottles, even if they are empty. Make sure you return the product no later than 60 days from your purchase date.

FAQs about membership / account information:

1. How do I Register?

Go to http://murad.balleydirect.com and click Login or Your Account. If you are a new customer, you have to choose the REGISTER option on the right side of the page. Your username will be your email address. You cannot sign up for the newsletter without a valid email address.

2. I have registered before, how do I Login?

To log in, go to http://murad.balleydirect.com and use the Login link on the top of the front page then type in your username (your email address) and your password. You will be redirected to the front page again and you can order or modify your account information by clicking the Your Account link at the top of the page. The system also prompts you to login when you’re ordering, before checkout.

3. I forgot my password! How can I get it back?

Please call our Customer Service to retrieve your password or set up a new one.

Customer Service: 1-877-772-2539 M-F 8:30am-4:30pm PST

4. Can I Use the same user & password to order on both Acne Complex, Resurgence & Murad Canada websites?

Yes, you must use the same email and password to place orders on both acnecomplex.ca, resurgence.ca and murad.ca

5. I am a Healthy Skin Club member. Can I change my shipping frequency?

Yes. To change your shipping frequency, simply call our Customer Service or email us your request. Choose the most suitable frequency for you: 60 days, 90 days or 120 days. This will be the time range between the deliveries of your selected regimen.

You can also set up the frequency online on your profile page, by going to the http://murad.balleydirect.com website: in the top menu bar click Login, then Your Account, then go to “Club Membership” and check the desired frequency in the “Change Shipment Frequency” box; make sure you click the “Submit Request” button after you make any changes.

6. Can I delay the next shipment of my regimen?

Yes. If you still have products left from the previous shipment or wish to delay the next one you can phone our Customer Service department 1-877-772-2539 (Monday to Friday 8:30am – 4:30pm PST) or change the date online by logging in to your account: click on the “Your Account” tab on the top menu bar, then go to “Club Membership” , check the “Delay my next shipment” box then select the desired date. Make sure you click the “Submit Request” button after you make any changes.

7. How do I change or customize the contents of my regimen?

Simply call 1-877-772-2539 and talk to one of our friendly Customer Service Representatives to set up the most suitable skincare regimen for you. You can chose from a wide range of products which address various skincare issues.

8. Can I change my regimen by switching to another one?

Yes. You can do that by calling us and letting us know about your new option by phone or you can go online to http://murad.balleydirect.com : log in to your account, click “Your Account” on the top menu bar, select the “Club Membership” section and check the desired new regimen from the options list. Click the “Submit Request” button to activate your option.

9. How do I change my Address/Account information?

Simply give us a call at 1-877-772-2539 M-F 8:30am-4:30pm PST or email us your request at info@balleydirect.com . We‘ll be happy to assist you with changing your account information.

You can always go to the Murad Canada website http://murad.balleydirect.com/ and change your profile information: login with your username and password, click “Your Account “on the top menu of the page and then select the “Update Account” tab. Change your address and don’t forget to click the “Update Information” button at the end of the form.

10. How Can I Cancel My Membership?

Should you decide membership of the Healthy Skin Club is not for you, you’re free to cancel at any time. Cancelling membership is quick and easy, and there is no penalty or cancellation fee. For security reasons we are unable to accept cancellations via email – only by calling Balley Direct’s Customer Care Team on 1-877-772-2539 (M-F 8:30am- 4:30pm PST). Please note: customers who leave the club can still buy from Balley Direct but will no longer receive substantial member-only discounts on any Murad products we offer.

FAQs about Healthy Skin Club:

1. What is the Healthy Skin Club?

Murad’s Healthy Skin Club is a program designed to make sure you never run out of the products you need to get clear and stay clear!

This program comes with benefits of: free membership, products being delivered to your doorstep at regular intervals YOU choose, 60-day money back guarantee, exclusive Club prices for ALL Murad products and monthly special e-promotions, exclusive access to special benefits and services from Murad etc.

You can cancel your membership at any time with no obligation.
Read more: http://murad.balleydirect.com/healthy_skin_club.aspx

2. How do I Join the Healthy Skin Club?

To join the Club, you need to order one of the Murad Regimen options from this page (insert link), or customize your OWN regimen according to your specific care routine; with your order, you will receive a 60-day kit of your selected regimen every two months and automatically become a member of the MURAD HEALTHY SKIN CLUB.

Remember: You can change the FREQUENCY according to your needs
You can create your OWN regimen consisting of your favourite product(s)
You can cancel your membership at any time with no obligation

3. Can I join the Club without ordering a Murad/Acne Complex regimen?

Joining the Club and membership are possible only by ordering one of the proposed Murad regimens (or your customized one). If you don’t like any of the regimens suggested by Murad, you can CREATE YOUR OWN REGIMEN with your favorite products, to be delivered to your door regularly, on a frequency YOU choose - 60, 90 or 120 days. With it, you can choose to order other products from the Murad Catalogue as well, at special Club Member prices.

4. Can I Sign up to receive special offers by email even if I am not in the Healthy Skin Club?

Yes. Simply sign up on the http://murad.balleydirect.com/ website. Signing up does not automatically include Club Membership. You will receive our special offers by email monthly, at the email address you’ve registered. Remember that you will still have to become a Club Member in order to purchase the products at the special discounted prices from our e-promotions.

FAQs about products :

1. Do you have all products in stock?

Yes, regularly we have all products in stock. If we happen to run out of a certain product, you will receive your order as soon as the product is available. You can check the status of the product inventory on each product page. Please call our Customer Service if you have concerns regarding stock availability.

2. Do you offer free samples?

There are several product samples available on our website and you can add them to your cart with any order. You can choose up to 3 free samples for each order you place online. You will also receive free samples when you request our Catalog.

3. Does Murad Canada have other products except Acne Complex and Resurgence?

Yes. Murad offers a diverse range of products addressing various skin care issues: Redness & Sensitivity, Hormonal Aging, Environmental Aging, Genetic Aging, Normal & Combination skin, Post Acne skin treatment, Sun Care etc. Please visit http://murad.balleydirect.com/ to learn about all products or request a catalogue.

4. How do I use other products together with my regimen?

You can use other Murad products together with you regimen by incorporating them in your daily skincare routine according to the instructions that come with each products. Make sure you follow the step each product has been designed for. All Murad products have the step number mentioned on the label.

Step 1 – Cleanse/Tone - use your Cream Cleanser or Exfoliating Cleanser and follow up with a toner

Step 2 – Treat/Repair – use your treatment creams for eyes and face, body sprays and creams, exfoliators, spot treatments, serums and special gels which are meant to help repair your skin

Step 3 – Hydrate/Protect – use your moisturizer, a SPF moisturizer during the day and a night cream during the night; to boost hydration, use your moisturizers in tandem with water based gels applied before your moisturizer

5. How can I get more information on your products?

If you have visited our website http://murad.balleydirect.com/ or read the catalogue and still have questions about our products, please call and talk to our Customer Service representatives who can help you choose the most suitable products for your skin type.

6. How can I let other people know about Murad Canada?

You can request a catalogue for you and for your friends online http://www.balleydirect.com friends or sign them up to receive our special email offers.

7. Do the Murad products contain Parabens?

Some of the Murad products contain Parabens in small amounts. All products are designed to be gentle on the skin and contain efficient ingredients that don’t cause skin problems and irritations. To learn more about Parabens and their role, please refer to the information below.

FAQs about Murad Acne Complex® Kit:

1. How do I use Murad Acne Complex®?

In the morning:
• Cleanse with the Clarifying Cleanser and pat your face dry.
• Apply a dime-sized amount of the Exfoliating Acne Treatment Gel
(use once a day for the first two weeks).
• Apply Skin Perfecting Lotion.
• Apply a small amount of the Acne Spot Treatment directly onto any
individual blemishes. (This is a spot treatment only and should not
be used on the entire face.)

In the evening:
• Cleanse with the Clarifying Cleanser and pat your face dry.
• Apply a dime-sized amount of the Exfoliating Acne Treatment Gel
(use once a day for the first two weeks).
• Apply Skin Perfecting Lotion.
• Apply a small amount of the Acne Spot Treatment directly onto any
individual blemishes. (This is a spot treatment only and should not
be used on the entire face.)

2. When will I start to see results with Murad

Generally you will start to see results after 4 weeks of use, however many people see results before then.

3. I’ve started using Murad Acne Complex® and I’m breaking out more. Why?

Whenever you begin using a new skincare line, your skin goes through what is called a purging process. This occurs because the product is actively cleansing and bringing all the trapped oil and impurities to the surface of your skin, which can cause you to break out more. We do recommend that when people experience this purging process, that they continue to use the products, as directed, everyday, twice a day to see results.

4. Why am I getting more oily/dry?

These reactions might be a result of overuse of the products. If you are experiencing excessive dryness or oiliness, you should reduce the usage of the Murad Exfoliating Acne Treatment Gel to once per day or once every other day. Also, make sure that you are only using the Murad Acne Spot Treatment on affected areas and not rubbing it in all over your face.

5. Do Murad Acne Complex® products contain alcohol?

This regimen does not contain alcohol or benzoyl peroxide, which can cause severe dryness and irritation for some people. The regimen also does not have any oils that will clog pores. There are some essential oils that are botanical extracts, such as Lemon Peel Oil, Lime Oil, Tangerine Oil, and Apricot Kernel Oil. These provide excellent antioxidant benefits which help protect the skin from environmental damage but do not clog pores to cause breakouts.

6. Can I wear make-up while using the Acne Complex® Kit?

Yes. Murad Acne Complex® will not only help with your breakouts, but it will also allow your make-up to go on smoother. The Glycolic and Alpha Hydroxy Acids will help exfoliate the dead skin cells and even the skin’s texture.

We suggest that you check the make-up ingredient listings to avoid mineral and lanolin oils. These two ingredients are comedogenic and do not allow the skin to breath and can contribute to your acne.

FAQs about Acne:

1. Is there a difference between adolescent acne and adult acne?

Not really; its the same disease. In fact, an acne lesion on a teenage boy is the physiological duplicate of that on a premenstrual woman. And both are the result of overly active oil (sebaceous) glands triggered by androgen hormones.

The only real difference seems to be one of placement. In adolescents, acne is common on the forehead, nose, cheeks and chin. In women, the perioral area around the mouth, chin and jaw line get the worst.

2. Do I need to use a moisturizer if I have oily, acne-prone skin?

Absolutely. The most important thing to remember about moisturizer is that it is water not grease. And even oily skin needs water. In fact, when acne-prone skin gets too dehydrated, it may often produce even more oil in response.

3. Do rich, greasy foods cause acne?

No, but overall proper nutrition is still an important tool for the health of your skin (to say nothing of the health of your body). Drink lots of water and eat plenty of fresh fruits, vegetables and nutrients rich in Vitamin A to help normalize the production of dead skin cells, a key factor in acne breakouts.

4. Are red, inflamed breakouts always acne?

There are many chronic or temporary conditions whose symptoms resemble acne:

• Rosacea (acne rosacea)
• Eczema
• Perioral dermatitis
• Razor bumps (folliculitis or pseudofolliculitis).

While these may not involve all of the factors that cause real acne, what they do have in common is inflammation, which is characterized by swelling, redness, heat and pain.

Persistent conditions may require professional treatment. But the good news is that Murad Acne products can help here, for they address all the factors of acne and skin breakouts, by reducing cell build-up, excess oil and inflammation.

5. Will Murad Acne products help the pimples on my body?

Tip from customer Care: Breakouts on the body are most common where oil glands are most pervasive: on the back, chest, and shoulders. Murad’s Clarifying Body Spray is particularly helpful for treating hard to reach places.

Keeping these areas clean is important. Change your sheets and towels frequently. Wear natural fibers closest to your skin—the looser the better. If you perspire heavily, change your clothes more frequently (which may mean for men and boys, switching undershirts halfway through the day). Avoid using fragrance, cologne, perfume or astringents on inflamed areas.

Deep, cystic acne on the body, however, is something that must be treated by a dermatologist.

6. Why do I have dark spots left over from healed blemishes?

These are called hyperpigmentation, resulting from post-inflammatory response, and are caused by the inflammation that assaulted the skin. Discoloration can range from red to dark brown, depending on your skin tone, and can take weeks to fade.

As a blemish heals, excess pigment is generated in the area where the trauma occurred. These superficial pigmented scars will heal faster with the help of anti-inflammatory ingredients such as zinc, black cohosh, licorice and green tea contained in Murad Acne treatments. Products high in Vitamin C are also ideal to fade unwanted pigmentation.

Tip from customer Care: Diminish these post-acne marks with Murad’s patented Age Spot & Pigment Lightening Gel.

To prevent hyperpigmentation in the first place, use SPF 15 sun protection on exposed areas (or those covered only by sheer fabrics) and reapply throughout the day.

Tip from customer Care: Protect skin & minimize redness with Murad Oil-Free Sunblock SPF15 Sheer Tint.

For Murad products to help with pigmentation, call customer care at 1-877-772-2539.

7. What is the difference between Salycilic Acid and Benzoyl peroxide?

There are only a few efficient ingredients for treating acne. Salycilic Acid and Benzoyl peroxide are both efficient against acne and breakouts but there are a few differences you should consider before choosing the best solution for your skin:

Benzoyl peroxide is an Alpha Hydroxy Acid (AHA) that helps to reduce oil and bacteria. It can be harsh for some skin types, so it’s recommended to start with the lowest percentage and do an initial skin patch test. Usually it causes dryness to the skin. Benzoyl Peroxide products bleach hair and fabrics.

Salicylic acid is a Beta Hydroxy Acid (BHA) that unclogs pores, reduces oil and prevents breakouts. Extracted from the bark of the willow tree, salicylic acid is an ingredient that penetrates into pores to exfoliate dead skin cells and decrease cells turnover that leads to flaking skin. It is a preferred solution for sensitive skin types and is also used to treat other conditions like psoriasis, eczema, dermatitis and dandruff.

FAQs about Acne:

1. What makes Murad Resurgence different?

Resurgence is the first comprehensive skincare regimen designed to address the effects of hormonal aging. It contains a blend of anti-aging ingredients formulated to penetrate deep into the surface layers of the skin restoring its balance, hydration and firmness. Murad’s Resurgence was developed by a doctor, is backed by science and clinical studies and comes with a money back guarantee. It’s a complete line of products designed to work together to address the effects of hormonal aging on your skin.

2. Why are the products so small?

Each product in your Resurgence Night Regimen has been formulated with a concentrated blend of the highest quality, pharmaceutical-grade ingredients available. Unlike conventional skincare products, Resurgence products do not contain fillers, like mineral oil or other skin irritating additives.

Because of the exceptional purity of these highly active, super-concentrated formulas, a pea-sized amount is all you need. Used according to directions, the compact containers in this package hold enough of these potent, result-oriented formulas to dramatically transform your skin in just 30 days.

3. The product amount I use is not enough to spread on my entire face

Make sure you follow all the steps of the Resurgence Regimen correctly: Cleanse with the Cleansing Cream, Treat your skin with the Age Diffusing Serum and Hydrate with the Age Balancing Night Cream. After cleansing, your skin is prepared for the treatment with the special firming Age-Diffusing Serum. If your skin is very dry and you still have difficulties in spreading the small amount of Serum on the entire face, make sure you don’t pat dry your skin completely after cleansing and rinsing. Gently spread the Age-Diffusing Serum/Age-Balancing Night cream all over your moist face before massaging it into your skin. Remember, the products are concentrated and a little amount is sufficient for a complete treatment.

4. Is there a heavy fragrance?

No—The Resurgence products have a light refreshing scent

5. Will Resurgence help with dry/flaky or sensitive skin?

Resurgence was designed to help address the dehydration caused from the fluctuation in hormone levels. Each product helps to introduce moisture into the skin at every step of the regimen. The gentle exfoliation provided by the cleanser along with the additional moisture from all of the products will help to relieve the flakiness and prevent it in the future.

Every Murad product includes the Murad Recipe. This consists of hydrating ingredients, anti-inflammatories and antioxidants to not only help overall skin health, but also reduce irritation.

6. What age should you really worry about hormonal aging?

Menopause is unpredictable. The drop in hormone levels differs from woman to woman, as do overall menopausal symptoms. While the onset of menopause usually occurs between the ages of 45 and 55, some women in their late 20s experience symptoms associated with menopause such as sleeplessness, weight gain, irritability, temporary memory loss, hot flashes, increased facial hair, acne and dry skin.

7. What are the key signs of hormonal aging?

Hormonal aging occurs as levels of estrogen (the female hormone produced by the ovaries) decline and this process can start as early as your late 20s. Low estrogen levels result in the weakening of the collagen and elastin fibers (they responsible for the elasticity of your skin). Wrinkles become more prominent, while the skin assumes a dull, discolored, rough, dry appearance.

Additionally, women who never had acne in their life may discover unexpected breakouts because of a lack of estrogen in their bodies. You may find that you have an increase in facial hair as well as brown spots and increased sensitivity to skincare products.

FAQs about Skincare:

1. What's the difference between a sensitive reaction and an allergic one?

People often confuse the two. A sensitive reaction only occurs on the area of application, is dose dependent (that is, substance amount has a direct relationship with the reaction), and manifests immediately. An allergic reaction, however, triggers a general body response that may occur all over the body and can be caused even by the smallest amount of product. An allergic reaction often has a delayed onset as well.

2. I am never in the sun, why should I wear a sunscreen?

Well, here are some things you may not know about exposure to the sun: UV radiation is present every season throughout the year (these are the rays that cause the environmental signs of aging). Cloudy days don't hide UV rays and you can even get sun burns if you’re not sufficiently protected with sunscreen. UV rays also penetrate through glass: sitting by a window or driving a car can cause damage to your skin. During winter, when there is snow on the ground, the UVs reflected in the snow are quite powerful and can cause immediate skin damage, and in combination with the cold and dry air outside, they can lead to dryness premature skin aging.

Fluorescent lights in your office and computer screens also may emit damaging UV rays. The harmful effects of radiation build up over a lifetime. This means that you might not see the damage now, but it will be visible as you age.

3. Does stress affect your skin?

Absolutely! Remember to take time for yourself. Stress can have physiological effects on the body, including stimulating a hormone which can encourage the sebaceous glands to produce more oil, increasing the chances of breaking out. Stress can manifest itself in our skin even three months after we experience the stressor. It is important to do things daily that reduce stress such as, relaxation activities, exercise, and sleep.

4. Are Parabens harmful for my health?

Parabens are efficient preservatives and great anti-bacterial agents used in many cosmetic, pharmaceutical and food products. They are used in combinations of 2 or 3, to ensure proper protection against a wide range of microorganisms that may contaminate the product.

Parabens are considered safe in products and food. The dose used in cosmetics and food is not significant enough to cause health problems, accumulate in tissue over time and lead to severe illness. The current scientific research shows that exposure to parabens through skin care products does not increase health risks. If you are worried about your product containing parabens, make sure you research the specific compound in order to understand its role. Some companies started creating paraben-free products more as a result of the demand rather than an actual need – these are products that still contain other forms of preservatives.

FAQs about Contact:

1. Who is Balley Direct?

Balley Direct is the exclusive distributor of Murad products in Canada. To learn more about Balley Direct and Murad , please click here https://www.balleydirect.com/Balleydirect.html

2. How can I contact Balley Direct/Murad Canada?

For ordering, general inquiries and product information call our Customer Service representatives: Monday to Friday 8:30am – 4:30pm PST : 1-877-772-2539 Email us your questions: info@balleydirect.com Write us: PO Box 91994 , Stn West Vancouver, West Vancouver, BC, V7V 3P2

3. What time does the Customer Service Department operate?

Monday to Friday from 8:30 to 16:30 PST except Statutory & BC holidays.

4. Can Balley Direct help me find the right product for my skin?

Our Customer Service Representatives are trained to provide the best advice and can recommend the most suitable products for your skin problems. Contact our Customer Service Department Monday to Friday 8:30am – 4:30pm PST at 1-877-772-2539 [Toll free number]

5. What is Balley Direct’s privacy policy?

You can view our privacy policy at http://murad.balleydirect.com/shop.axd/privacy.aspx

6. For any other questions or comments, please call our Customer Service:?

1 -877-772-2539 M-F 8:30am-4:30pm PST

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