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Balley Direct is pleased to exclusively present Murad Acne Complex in Canada.
Should you have any questions about
your new skin care regimen, or have any
other concerns or comments, our Customer Care representatives are here to help you.
Frequently Asked Questions
Many of your questions can be answered
in our FAQ section on this page!
1-877-772-2539
Customer Care (Mon-Fri 8:30am-4:30pm PST)
Email Us
acnecomplex@balleydirect.com
By Mail
PO Box 91994
Stn. W. Vancouver
West Vancouver, BC -
V7V 3P2
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Murad Customer Care team in El Segundo, California (with Dr. Murad, bottom photo). |
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| 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.
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7. 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. |
8. Do I need to use a moisturizer if I have oily,
acne-prone skin? |
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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. |
| 9. 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. |
| 10. 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.
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11. 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.
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12. 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 or go to murad.balleydirect.com.
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| 13. How do I order? |
1. CALL TOLLFREE - Customer Service : 1-877-772-2539 M-F 8:30am-4:30pm PST
Or
Use our Order line – for outside business hours: call 1-877-859-6944 - available 24/7
2. Shop online on www.acnecomplex.ca (you will need to register)
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
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| 14. Can I change my shipping frequency? |
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Yes. To change your shipping frequency, simply call 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 interval between shipments of your selected regimen.
You can also set the frequency online, by going to the www.murad.ca website and log in, click My Account on the top menu bar, then go to “Club Membership” and check the “Change Shipment Frequency” box then select your desired frequency.
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| 15.
Can I delay the next shipment of my regimen? |
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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 online by logging in to your account at www.murad.ca : click on the “My Account” tab on the top menu bar, then go to “Club Membership”, check the “Delay my next shipment” box then select the desired date. |
16. How do I change the contents of my regimen/customize my kit?
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Simply call 1-877-772-2539 and talk to one of our friendly Customer Service Representatives to set up the most suited regimen for you.
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| 17. Can I change my regimen by switching to another one? |
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Yes. You can do that by calling us and letting us know about your new option or you can go online to www.murad.ca and log in to your account, click My Account on the top menu bar, then go to “Club Membership” section and check the “Change Regimen Selection” box, then select the desired new regimen from the option list.
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| 18.
How do I change My Address/Account information? |
Go to www.murad.ca , login with your username and password, click “My Account “on the top menu of the page and then select “Update Account”. Change your address and click the “Update Information” button at the end of the form.
or
Call our Customer Service Department 1-877-772-2539 M-F 8:30am-4:30pm PST
or
Email us your request: info@balleydirect.com |
| 19.
When and where will my order arrive? |
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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 order within 3-5 business days.
For all orders over $75 you receive free regular shipping. For all orders over $150, Express Shipping Is free.
We ship with Canada Post and your order will arrive to the address you provided for your account information and shipping information. Please make sure to mention you shipping address if this is different from the billing address.
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| 20. My order didn’t arrive! How can I track the order? |
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If you selected regular shipping, your package will arrive up to 3 weeks after placing the order. For express shipping your package will arrive in 3-5 business days.
If after this 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.
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| 21. What is the 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 returns or view the reverse of the original invoice.
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22. How does the Money Back Guarantee work?
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All purchases (except the discounted and discontinued ones) are backed by the 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)
For full return policy visit www.balleydirect.com/returns or view the reverse of the original invoice.
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| 23. Do you have all products in Stock? |
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Yes, we normally have all products in stock. If we happen to have a product out of stock, you will receive your order as soon as the product is available.
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| 24.Do you ship products to US or other countries? |
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Balley Direct only ships Murad products within Canada. For US orders, please go to www.murad.com |
| 25. What is the Healthy Skin Club? |
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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 |
| 26. How do I join the Murad Healthy Skin Club? |
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To Join the Club, you need to order one Murad Acne Complex Kit from this page; with your order, you will automatically become a member of the MURAD HEALTHY SKIN CLUB and will receive your kit on a regular basis.
Remember: You can change the FREQUENCY from 2 months to another one, according to your needs
You can cancel your membership at any time
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| 27. Can I Join the Club without ordering a Murad Acne Complex regimen? |
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Joining the Club is possible only by ordering one of the proposed Murad regimens. If you don’t like any of the Acne regimens suggested by Murad, you can CREATE YOUR OWN REGIMEN with your favourite 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.
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| 28. Can I sign up to receive special offers by email even if I am not in the Healthy Skin Club? |
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Yes. Simply sign up on the www.murad.ca website. Signing up does not automatically include Club Membership. You will receive our special Murad & Acne Complex 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 promo prices from e-promotions.
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| 29. How do I register for an account? |
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Go to www.murad.ca and sign up to receive periodic news and Healthy Skin Club promotions from Murad & Acne Complex. You need to set up a username (which is your email address) and a password.
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| 30. I have registered before, how do I log in? |
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To log in, go to www.murad.ca and use the Login link on the front page in the quick links 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.
The system also prompts you to login when you’re ordering Acne Complex, before checkout.
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| 31. I forgot my password! |
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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.
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| 32. Can I Use the same user & password to order on both Acne complex & Murad Canada websites? |
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Yes, you must use the same email and password to place orders on both www.acnecomplex.ca and www.murad.ca .
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| 33. Does Murad Canada have other products except Acne Complex? |
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Yes. Murad offers a diverse range of products addressing various skin care issues other than acne: Redness & Sensitivity, Environmental Aging, Genetic Aging, Normal & Combination skin, Post Acne skin treatment, Sun Care etc. Please visit www.murad.ca to learn about all products or request a catalogue.
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| 34. How can I get more information on your products? |
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If you have visited our website www.acnecomplex.ca or www.balleydirect.com and read the catalogue and still have questions about our products, please call and talk to our Customer Service representatives who are well trained to provide the best advice and can always recommend the most suitable products for your skin.
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| 35.How can I let other people know about Murad & Acne Complex? |
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You can request a catalogue for your friends online www.balleydirect.com/friends or sign them up to receive our special email offers.
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| 37. Who is Balley Direct? |
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Balley Direct is the exclusive distributor of Murad Acne Complex products in Canada.
To learn more about Balley Direct and Murad , please click here. |
| 38. How can I contact Balley Direct? |
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
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| 39. What time does the Customer Service Department operate? |
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Monday to Friday from 8:30am to 4:30pm PST except Statutory & BC holidays.
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| 40. 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.
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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Act now for 2 Free Gifts! (a $25 value!)
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GET CLEAR
WITH MURAD
ACNE COMPLEX® |
• Clarifying Cleanser
• Exfoliating Acne
Treatment Gel
• Skin Perfecting Lotion
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| $29.95 30-day supply* |
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ORDER BY PHONE:
1-877-772-2539 |
Includes membership in the
Murad Healthy Skin Club. |
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