Frequently Asked Questions


The iS CLINICAL Concierge Program provides a complete fulfillment solution for our valued Partners who desire the convenience of having retail orders shipped directly from iS CLINICAL to their clients. For additional information on this program, please contact your local Territory Business Manager.



All iS CLINICAL Partners in good standing and with a valid resale certificate are eligible for the Concierge Program and may sign up through their account.



  • Choose from a complete selection of retail iS CLINICAL Products
  • Partners pay a modified wholesale price of 60% MSRP
  • Charge your clients MSRP, Sales Tax, Shipping, and Service Fees according to your business purchasing policy
  • Orders are shipped directly to your client from iS CLINICAL



Orders may be placed online at at any time.

  • Login to MY ACCOUNT on
  • Select products for your client in the Concierge site and ADD TO CART
  • Click on the shopping cart to view products
  • Enter your client’s shipping address and delivery phone number:
    • To create a new listing click EDIT, click on the current address select NEW ADDRESS from the dropdown menu
    • Check the box to SAVE IN ADDRESS BOOK for future reference
    • If you have the client’s address saved, click EDIT and select the correct address from the dropdown menu
  • Select a Shipping Method
  • Enter your credit card information
  • Review order for accuracy
  • Check the box to Agree to the Terms and Conditions
  • Click on PLACE ORDER
    • Your credit card will be charged in full. Once an order has been submitted it cannot be modified or cancelled. See the Returns & Exchanges section for more information.
    • You will receive an email confirmation of the order
    • The order will ship directly to your client
    • You will receive an invoice at the end of the day with the tracking number for your client
  • Charge your client for the order as you normally would through your business



Order processing occurs during regular business hours Monday through Friday 8 am to 5 pm PST, in the order in which they are received and may take up to two business days to complete. All orders received after 12 pm PST, on weekends, and holidays will begin processing the next business day. iS CLINICAL Concierge recognized holidays are: New Year’s Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, and Christmas.



Orders placed on Concierge must meet a minimum order of $50 and are limited to 3 units per product with a maximum allowable purchase of $600 per order. Concierge orders do not earn Marketing Allowance.



You can view orders placed through your Concierge site by logging in to your account and clicking on Order History.



The iS CLINICAL Concierge pricing is 60% of MSRP. The Concierge order will be charged in full to your credit card upon checkout.



The iS CLINICAL Concierge Program accepts Visa, MasterCard, American Express, and Discover. Additional information may be required to verify your payment. Credit card information entered in this site is secure and safe. All orders placed on this website are encrypted for your security and protection and are PCI compliant.



To participate in the iS CLINICAL Concierge Program, the Partner must have a valid resale certificate on file with iS CLINICAL. The Partner is responsible for collecting sales tax on all orders directly from their client at the time of purchase.



Invoice your client for the order as you normally would through your business process.

  • Charge your client the MSRP price, applicable sales tax, shipping, and service fees



Please allow up to 2 business days for order processing and up to 5 business days for shipping. UPS delivers Monday-Friday. Orders placed through the iS CLINICAL Concierge Program ship to the Continental United States via UPS Ground for the following rates:

  • All orders ship UPS Ground for a flat rate of $9.95.

Expedited shipping is available within the Continental U.S. for the following rates:

  • UPS 2nd Day Air for $19.95
  • UPS Overnight for $34.95

Orders shipping to Alaska, Hawaii, Puerto Rico, and U.S. Territories must ship via 2nd Day Air for the rate of $29.95.



The iS CLINICAL Concierge Program does not ship to APO/FPO, PO Boxes, or to international addresses.



After your order has shipped, you will receive a Shipping Confirmation email with tracking information so that you may check the status of your order at your convenience. We recommend sharing the tracking number with your client.



A sampling program may be offered on the iS CLINICAL Concierge Program and is subject to change at any time.



Your client returns must be managed through your business according to your return policy.


If you accept a client return on an iS CLINICAL Concierge order and wish to return the item to i iS CLINICAL, please login to your account on to submit a return request.


Complimentary UPS Ground shipping will be provided for all returns and exchanges made within 30 days of original invoice date, except for returns due to Partner ordering error. Items may not be returned more than 30 days after invoice date.


Only items purchased through the iS CLINICAL Concierge Program can be returned to iS CLINICAL via the website. Items purchased elsewhere must be returned to their original point of purchase.



  • All returned item(s) must have a Return Merchandise Authorization (RMA) and be approved. Any returned items received without an RMA Number will not be accepted.
    • NOTE: For product skin reactions, we require that a Skin Reaction Form be completed and submitted before the RMA is approved.
  • All returned item(s) must be at least 2/3 full.
  • All returned items must be returned within 30 days of ship date.
  • Item (s) that are defective, incorrect or product damaged in shipping must be reported within ten (10) business days of invoice date to be returned or exchanged and must be kept in the same condition for return.
  • Exchanges will be processed and shipped within 3 business days upon receipt of the returned product. Exchanges will not ship until the returned product has been received. Complimentary UPS Ground shipping will be provided for all returns and exchanges made within 30 days of original invoice date, except for returns due to customer ordering error.
  • Upon receipt, inspection, and approval of the item(s), returns for refund will be issued and processed according to your payment method.
  • A 20% restocking fee may be applied if the condition of the product does not meet set guidelines or policies. You will be contacted with any discrepancies.



  • Login to your account on
  • Click on MY ACCOUNT on the top right
  • Click on MY ORDERS
  • Locate the order for the return
  • Click Action, click Return
  • Select the products to return
  • Select a Reason, Item Condition, and choose Return or Exchange
  • Scroll down to fill in any Additional Comments
  • Click SUBMIT
  • Upon approval, an RMA number will be assigned and you will receive an email notification
    • View the status of your return request anytime under MY ACCOUNT > MY RETURNS
    • Once your request is approved, you will have the option to PRINT PACKING SLIP and PRINT SHIPPING LABEL

If you have questions about how to return an item, Customer Care Specialists are available to assist you Monday through Friday from 8am to 5pm PST at 1-888-804-4447 option 1, or by email at [email protected].



Your security is our top priority. CLICK HERE to read the complete Privacy Policy for the iS CLINICAL Concierge Program.



This Policy Summary serves as a general overview of the iS CLINICAL Concierge Program. To read the complete Terms and Conditions, CLICK HERE.