FAQ orders
What methods of payment do you offer, can I pay in installments?
We provide a variety of payment options for your convenience, including VISA,
MasterCard, American Express, Discover, and PayPal. If you prefer to pay in installments, we offer Afterpay, which allows you to make your purchase now and split the cost into four interest-free payments over six weeks. There are no fees when installment payments are made on time. For more information, please visit www.afterpay.com. Eligibility criteria apply.
Can I return a product purchased at a clinic directly to Vivier?
Returns are accepted only for items purchased on vivierskin.ca or vivierskin.com. If you've purchased items from one of our Professional Partners, kindly reach out to the original point of purchase for assistance with your return.
How long does it take to get my order?
Our shipping and transit times vary: 1 to 3 business days for Economy or Standard service, 1 business day for Express service to major city centers, and 3-10 business days for Express international. Shipping options can be selected during checkout, and additional details are available on our “Shipping Information” page. Please note that shipping transit times are in addition to processing times. Orders are typically processed within 2 business days or less. Processing times may be longer during high volume periods or due to unforeseen circumstances.
How can I track my order?
Upon placing your order, you'll promptly receive an email confirmation. Once your order is processed and shipped, expect a shipping confirmation email containing tracking details, enabling you to monitor your package's journey. Please note a signature is required at delivery to ensure it’s safely received. Alternatively, if no one is available, your order will be taken to the nearest designated pickup location for your convenience.
I’ve just submitted an order, how can I make changes to my order?
Once an order has been placed, modifications are typically not feasible. However, we may be able to cancel it, enabling you to place a new order if necessary. If you've made an error on your order, we encourage you to promptly contact our Customer Care team during our business hours (8:30 AM - 5:00 PM EST). You can reach us via email at onlinecare@vivierpharma.com or by phone at 1-877-484-8437 ext. 1.
What are the shipping costs and delivery options?
To view all available shipping options along with their respective rates, kindly visit our “Shipping Information” page.
Do I get free samples with my order?
For online orders exceeding $100, you have the option to select one deluxe mini sample of your choice. Simply choose your complimentary sample at the cart level.
Can I pick up my order at Vivier head office?
All orders are shipped directly to your preferred address. Please note that in-person pickups are not available.
Do you accept phone orders?
Yes, you may place your order over the phone by contacting our dedicated Customer Care team during business hours (8:30AM 5:00PM EST) at 1-877-484-8437 ext. 1.
Do you accept returns or exchanges?
Yes, we accept returns subject to our Return Policy. At Vivier Pharma, we're dedicated to delivering The Beauty of Results® and ensuring you discover the perfect products for your skincare needs. That's why we proudly stand behind our products with a 30-day satisfaction guarantee. To learn more, kindly visit our “Return Policy” page.
FAQ products
What is Vivier’s animal testing policy? Is Vivier a cruelty-free company?
At Vivier, we are committed to cruelty-free practices and do not conduct any testing on animals, for either our products or their ingredients. Using only the highest-quality, pharmaceutical grade ingredients, and proprietary skincare technologies, we strive to provide you with products that yield the best possible results for your skin.
Does Vivier use animal derivatives in the products; are the products Vegan?
Most of our products are vegan and formulated without any animal-derived ingredients. On our website, you’ll find a full ingredient list on each product’s individual page. Products that are vegan are clearly identified with a dedicated symbol, along with other specific product claims.
Do Vivier skincare products contain parabens?
While some Vivier skincare products include parabens in concentrations approved by Health Canada & the FDA, it's important to note that parabens are among the most widely used and effective preservatives for cosmetics and pharmaceutical drug products. We recognize that individuals may have varying comfort levels with certain ingredients used in skincare products. If you're considering a specific product, we advise checking its complete ingredient list on our website to fully understand its contents before making a purchase decision.
Are Vivier skincare products safe to use during pregnancy or while breastfeeding?
While we aim for inclusivity across our product line, it is important to note that we do not conduct clinical testing on women who are pregnant or nursing. We recommend all expectant or nursing women to consult with their physician regarding the use of any Vivier products. A complete list of ingredients for each product is available on our website and we highly recommend reviewing the ingredients with their physician.
I have an allergy; can I use Vivier skincare products?
If you have a specific allergy, we recommend that you discuss it with your healthcare provider before introducing a new product into your skincare routine. On our website, you'll discover a comprehensive list of ingredients for all our products, alongside convenient “free-from” filters within our “Shop” pages to aid you in selecting the most suitable options for your needs.
Are Vivier skincare products organic?
Vivier products feature ingredients carefully selected during the development process to ensure optimal results while adhering to the highest quality and safety standards approved by Health Canada and the FDA. Whether plant-based, naturally derived, or synthetic, each component is pharmaceutical-grade and undergoes rigorous testing. You can find the complete list of ingredients for our products directly on their individual product pages on our website.
What is the percentage of key ingredients in Vivier skincare products?
The percentage of key ingredients in Vivier products varies depending on the specific product. While some of this information is proprietary, you can find many of the precise percentages of active ingredients listed on the product packaging or on the product pages on our website.
Are Vivier skincare products Fragrance-free?
Most of our products are fragrance-free. If a product contains fragrance, it will be clearly indicated in the ingredient list. Additionally, you can utilize our convenient “free-from” filters within our “Shop” pages to easily identify and select fragrance-free products.
Are Vivier skincare solutions considered medical grade?
It's important to acknowledge that while the term “medical grade” is commonly used, it's not regulated, which can lead to confusion. At Vivier, we prefer the term “pharmaceutical-grade” to highlight our dedication to rigorous production standards. This means that each Vivier product you purchase meets pharmaceutical-grade criteria and safety standards set by Health Canada and the FDA, ensuring the highest level of purity and potency in our formulations.
Do your skincare products have an expiration date?
Cosmetic products should be used within 6 months after opening, as denoted by the symbol on the packaging. For drug products with a Drug Identification Number (DIN) or Natural Product Number (NPN), the expiration date will be clearly marked on both the outer box and inside the container.
My serum has turned yellow, is it still good to use?
L-Ascorbic Acid USP (pure Vitamin C), the primary ingredient in Vivier’s Vitamin C serums, may gradually develop a light-yellow hue over time. This natural color change does not substantially affect the product's efficacy. To maximize the shelf life of your serum we recommend tightening the dropper securely after each use, storing your serum at room temperature, and using it within 6 months of opening to ensure optimal results. Should your serum turn an orange/deep amber, it is best to replace the product.
In what order do I apply my products?
Proper layering ensures each ingredient works effectively, leading to the best results for your skincare routine. We recommend starting with products meant to penetrate deepest into the skin, targeting specific concerns (serums and gels), and then apply more emollient products meant to nourish the upper layers of the skin (lotions and creams). Our recommended skincare routine follows these steps: Prepare (Cleanse & Tone) -> Target (Eye Contour, Serum, Specialty Product & Exfoliant) -> Moisturize -> Protect (AM only). For personalized instructions tailored to your needs and the products you use, please feel free to chat with us through our website or email us at onlinecare@vivierpharma.com.
How long does it take to see results?
Many of our customers see and feel an improvement in their skin in as little as one use, however, individual outcomes may vary. Given the natural skin cycle is approximately 28 days long, when used consistently and as directed, we tend to see significant, noticeable results in as little as 4 weeks. We recommend taking before and after pictures to assist in tracking progress.
Is your packaging recyclable?
Yes, all our packaging is recyclable which is identified with the symbol on the containers. Additionally, all our products are packaged in boxes sourced from certified sustainable forestry initiatives (SFI) - learn more at sfiprogram.org.
I would like to try your products before purchasing; can you please send me samples?
We provide a 100% satisfaction guarantee on all products purchased through our website within 30 days of the purchase date, ensuring a risk-free trial. Additionally, you may choose a complimentary deluxe mini sample when you place an order over $100. If you're uncertain, many clinics offer samples and testers to assist in selecting the perfect Vivier products for your skin type, key areas of concern and desired results. Explore our “Find a Vivier Partner” section on our website to discover a Vivier Professional Partner near you.
Where can I purchase Vivier products?
We welcome you to conveniently purchase directly from our website, and orders over $100 ship for free. Depending on your order total, you may also choose a complimentary deluxe mini sample during checkout. Alternatively, if you prefer purchasing from a clinic, visit the “Find a Vivier Partner” section on our website to locate a Professional Partner near you. We suggest calling ahead to the clinic to ensure availability of the Vivier products you wish to purchase.
Where are Vivier products manufactured?
Vivier skincare products are proudly developed, manufactured, and tested in Canada.
How do I find the right products for me?
We have developed helpful tools to guide you with your product(s) selection. You can take advantage of our quizzes designed to assist you in finding the ideal Vitamin C serum or skincare program tailored to your specific concerns. Access these quizzes under the "Shop" section of our website. Additionally, our site features intuitive search functionalities, allowing you to explore products by type, skin solutions, or ingredients. You can utilize the convenient filters within each category to streamline your search process. We also recommend following @vivierskin on Instagram where we frequently share product and ingredient information as well as skincare tips and education. For personalized guidance tailored to your unique needs and product preferences, we invite you to contact us directly through our website chat or by email at onlinecare@vivierpharma.com. We're here to assist you every step of the way.
Why can’t I see how much product is left in many of your bottles?
We prioritize both product integrity and environmental responsibility by utilizing premium packaging that safeguards the effectiveness of our formulations while minimizing ecological impact. All our opaque, cylindrical bottles feature airless technology giving you access to as much product as possible while helping to maintain the benefits of our formulations over the course of their shelf life. Our pumps are designed to control the amount of product dispensed, providing guidance on how much product to use per application.
Can I mix my Vivier sunscreen with makeup before applying?
We strongly recommend applying our sunscreens according to the directions on the packaging. Mixing our sunscreens with other products such as makeup, moisturizers or serums may dilute the mineral dispersion and potentially reduce the SPF rating. This can result in uneven application and unpredictable protection. When using makeup, apply your sunscreen first and wait 2-3 minutes before applying foundation or other cosmetics.
Can I combine professional treatments with your products?
Absolutely. Vivier products are designed to work in synergy with professional in-clinic procedures and treatments, enhancing your overall results. Many of our Professional Partners strongly recommend using quality skincare products before and after treatments to boost efficacy and to protect the investment their patients make in-clinic. Your skincare professional will recommend the best combination for you.
How are Vivier skincare products different from other skincare lines?
Vivier products stand out for their award-winning and physician-recommended formulations, crafted by a diverse team with extensive research and development experience. Our commitment to innovation is paired with elegant packaging and refined formulas, delivering a luxurious and effective skincare experience. Unlike most products on the market, Vivier formulas feature pharmaceutical-grade ingredients like AHAs, BHAs, hyaluronic acid, retinol, antioxidants, vitamins, peptides, and our innovative Polyamine Growth Factors in powerful but gentle concentrations. We deliver these ingredients where they will have the most benefit to the skin using proprietary technologies to ensure maximum biocompatibility. All of this adds up to highly effective, transformative skincare products that target and correct various skin concerns, from acne and rosacea to dryness, hyperpigmentation, and signs of aging.
How can I open a professional account with Vivier?
We welcome you to submit your clinic information through the “Become a Professional Partner” form found in the “Professionals” section of our website. Your submission will be reviewed by a member of our sales team, who will promptly reach out to discuss the possibility of carrying Vivier products in your clinic.
Who should I contact if I'm interested in collaborating with Vivier as an influencer or media representative?
We invite you to complete our "Contact Us" form directly on our website. We look forward to hearing from you!