Ordering & Shipping Information
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Why was my order cancelled?
Payment Method: Debit/Credit Cards
There may have been a problem authorizing your credit/debit card and your order did not process. We recommend that you contact your financial institution for the specific reason the card was not processed. Common reasons include an expired card, non-sufficient funds, or simply needing to contact your bank and adding Evolus as a vendor. Once this is done, please feel free to submit your order again.
Payment Method: Evolus CreditIf you have a Past Due balance or late-payment history with Evolus, your order will be held until the past due amount is resolved or a secured payment arrangement is agreed to.
Why is my order held?
Orders are typically held because of an open, unresolved past due balance.
If you have paid a previous invoice 30 days or more beyond term with Evolus, your new order may be placed on hold and a secured payment arrangement may be required to release your new order.
If you are looking to make a payment on a past due invoice, please reach out to the Accounts Receivable team via chat or ticket submission. You can also pay your past due and current invoices through the practice app or web portal.
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Do you offer free shipping?
Absolutely! Our goal is to make getting Jeuveau® (prabotulinumtoxinA-xvfs) as frictionless as possible, so naturally, we offer FREE UPS Next Day delivery on all orders of 10 or more vials. If you need to place an order for less than 10 vials, there will be a flat-rate shipping fee assessed of $30.00.
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How do I make a payment?
You can either make a payment via our online portal, Evolus Practice App or you can reach out to our AR department directly at (877) 386-5871 and choose option 4 when prompted.
In the Evolus Portal, select "Pay Invoice" located on the left column of your screen. Click the "Make a Payment" tab and it will give you the option to make a full payment or customize your payment amount.
There are no fees to pay online or directly with an Evolus rep via chat or phone.
Can I make a partial payment online?
Yes, you can make payments online or in the practice app. There is an option to Pay Invoice on the left side when you log in. Just click there and then select Make A Payment. You then have the option to pay your entire balance due, your balance due this week, a specific invoice(s), or apply a custom payment amount to an open invoice.
Links:
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How do I set up credit terms?
Thank you for your interest in opening a line of credit (Net 60) with us! Please fill out the New Credit Request form at our Help Desk.
Specifically, we’ll want to know:
- The name of your business or DBA
- How many years you’ve been in business
- If your business moved location(s) within the past year
- Who your Accounts Payable contact is (name, phone number & email address)
- The number of vials you want to purchase on your initial order with terms
- The number of vials you want to purchase in the next 12 months.
Once you answer these questions, your request will be submitted for review, which may take between 1-2 business days to complete.
How can I increase my credit terms?
Please fill out the Increase Credit Request form at our Help Desk.
Once you answer these questions, your request will be submitted for review, which may take between 1-2 business days to complete.
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How do I add a different form of payment to my account?
There are two ways you can add a form of payment in the app or portal. Just navigate to and click on Billing then select Payment Methods. Now you will see the option in the top right to Add New Card/Bank. Once the method of payment you would like to add is selected, you will see a new pop-up window requesting the appropriate information to enter.
When Creating an Order, you can also add a New Credit or Debit Card or Add a Bank Account when selecting a Payment Method.
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How do I change or cancel my order? What happens if I selected the wrong shipping address for my order?
If you need to change or cancel your order, please contact our Customer Experience team within 30 minutes of the order being placed. If it has been more than 30 minutes, we will try our best, but it's possible the order may not be able to be corrected.
You can get in touch with us by one of three ways:- Chat message via the Evolus Practice App or Portal (myevolus.evolus.com)
- 1-877-386-5871, prompt #0
- CustomerExperience@Evolus.com
We’ve designed our processes with you in mind. Our warehouse and shipping carrier work closely together to ensure efficient delivery times. This means there is a brief window of time between when we receive your order and when the order moves to in-transit status.
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I am a medical provider. How do I place an order?
Once logged into the Evolus Portal/Practice App, there are multiple places where you can place an order. We recommend starting with the My Offers tab. This will show you any offer your account is eligible for. Select Apply Offer and it will automatically apply the promo code.
You can also input a promo code on the last screen when placing an order. Don’t forget to select APPLY 😉
Having issues accessing the Evolus App and Portal:
Download the Evolus Practice App for Android
Download the Evolus Practice App for iPhones
Visit the Evolus Portal at myevolus.evolus.com
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What is your return policy?
Jeuveau® (prabotulinumtoxinA-xvfs) is a FINAL SALE product and no returns are accepted, with the exception to the following conditions noted below.
Exceptions:
- Damaged in shipping
- Shortages
- Incorrect product shipped
- Recalled products
If any of these exceptions apply to you, please contact Evolus Support at (877) 386-5871 and we'll be happy to assist.
Please see the full Prescribing Information including BOXED WARNING, and Medication Guide.
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I placed an order yesterday. What is the status? Why didn’t my order didn't ship?
Can’t wait to get your hands on your shipment? We get it.
You may check your order status anytime via the Evolus Practice App or Portal (myevolus.evolus.com). To do so, begin by selecting the “Order” tab and viewing order summary details.
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Do you have any ongoing Promotions for 2024?
Our Tier It Up promotion rewards existing customers with access to the best pricing we have to offer, along with progressively better benefits as they receive an instant upgrade to a higher tier of our Evolux® program. For more detailed information about the current Tier It Up promotion, please reach out to your Aesthetic Experience Manager.
Please see the full Prescribing Information including BOXED WARNING, and Medication Guide.
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I am a medical provider. Do you have any promotions for new accounts?
Our Introductory Offer provides special pricing to new accounts on their first purchase of Jeuveau® (prabotulinumtoxinA-xvfs) + patient savings off their Jeuveau treatment. For more detailed information about the most current Introductory Offer, please reach out to your Aesthetic Experience Manager.
Please see the full Prescribing Information including BOXED WARNING, and Medication Guide.