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Frequently Asked Questions

Questions about Ordering / Shipping / Return policy / Money Back Guarantee:

1. How do I order?

2. Can I change my shipping frequency?

3. How can I change the next shipping date of my regimen?

4. How do I change the contents of my regimen/customize my kit?

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

6. How do I change My Address/Account information?

7. When and where will my order arrive?

8. My order didn't arrive! How can I track the order?

9. What is the Return policy?

10. How does the Money Back Guarantee work?

11. Do you have all products in Stock?

12. Do you ship products to US or other countries?

Questions about Your Account:

13. How do I register for an account?

14. I have registered before, how do I log in?

15. I forgot my password!

Questions about Healthy Skin Club:

16. What is the Healthy Skin Club?

17. How do I join the Murad Healthy Skin Club?

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

Questions about Murad Products:

19. Hydroquinone and Murad Products

20. Are Murad products safe to use during pregnancy?

21. How can I determine the expiration date of my product?

22. Can I use products from different lines with my regimen?

23. Do Murad products contain alcohol?

24. Do Murad products contain animal by products?

25. Do Murad products contain gluten?

26. Are Murad products hypoallergenic?

27. Are Murad products non comedogenic?

28. I have clogged pores/blackheads, what can I use?

29. Does Murad test on animals?

Questions about Murad Canada / Balley Direct:

30. Who is Balley Direct?

31. What is Balley Direct's privacy policy?

32. How can I contact Balley Direct?

33. What time does the Customer Service Department operate?

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

2. When will I start to see results with Murad Acne Complex®?

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

4. Why am I getting more oily/dry?

5. Do Murad Acne Complex® products contain alcohol?

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

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

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

9. Do rich, greasy foods cause acne?

10. Are red, inflamed breakouts always acne?

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

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

FAQs about Contact:

1. How do I order?

  • Shop online on www.muradcanada.com OR
  • Call our Customer Service :1-877-772-2539 M-F 8:30am-4:30pm PST OR
  • 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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2. Can I change my shipping frequency?

Please remember that you have complete control over your Auto-Delivery program and you may change the product shipment frequency as often as you wish. You can edit the shipment frequency online or you can contact Customer Service. To edit your frequency online, following these easy steps:

  • Go to the www.muradcanada.com website and log in, click Sign In on the top menu bar
  • Click My Account on the top menu of the page
  • Click on View/Edit my Auto-Delivery program on the left hand menu.
  • Click on the Edit icon next to the product information and change the Frequency or Next Shipment Date.
  • Click the Save icon and the information will be stored.
Or contact Customer Service department 1-877-772-2539 (Monday to Friday 8:30am - 4:30pm PST) info@balleydirect.com

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3. How can I change the next shipping date of my regimen?

You can edit the next shipment date online or you can contact Customer Service. To edit your frequency online, following these easy steps:

  • Go to the www.muradcanada.com website and log in, click Sign In on the top menu bar
  • Click My Account on the top menu of the page
  • Click on View/Edit my Auto-Delivery program on the left hand menu.
  • Click on the Edit icon next to the product information and change the Next Shipment Date.
  • Click the Save icon and the information will be stored.
Or contact Customer Service department 1-877-772-2539 (Monday to Friday 8:30am - 4:30pm PST) info@balleydirect.com

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4. How do I add or remove products from my Auto-Delivery program?

Order the product you want today and choose if you would like to receive the product only once or part of your Auto-Delivery program. You have complete control over your Auto-Delivery program and you may remove or add new products as often as you wish. Follow the easy steps below to remove a product from your Auto-Delivery schedule:

  • Go to the www.muradcanada.com website and log in, click Sign In on the top menu bar
  • Click My Account on the top menu of the page
  • Click on View/Edit my Auto-Delivery program on the left hand menu.
  • Click on the Delete icon next to the product information and Save the changes.
Or contact Simply call 1-877-772-2539 (Monday to Friday 8:30am - 4:30pm PST) and talk to one of our friendly Customer Service Representatives to set up the most suited regimen for you. info@balleydirect.com

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

Yes you can order the regimen you want today and select the frequency that is best for you. You have complete control over your Auto-Delivery program and you may remove or add new products as often as you wish. Follow the easy steps below to remove a product from your Auto-Delivery schedule:

  • Go to the www.muradcanada.com website and log in, click Sign In on the top menu bar
  • Click My Account on the top menu of the page
  • Click on View/Edit my Auto-Delivery program on the left hand menu.
  • Click on the Delete icon next to the product information and Save the changes.
Or contact Simply call 1-877-772-2539 (Monday to Friday 8:30am - 4:30pm PST) and talk to one of our friendly Customer Service Representatives to set up the most suited regimen for you. info@balleydirect.com

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6. How do I change My Address/Account information?

Follow these easy steps to update your information:

  • Go to the www.muradcanada.com website and click Sign In. Enter your username and password
  • Click "My Account" on the top menu of the page
  • Click "My Account Info" on the left hand menu.
  • Click "Edit" and update your information.
  • Click the "Update Information" button.
OR
Contact our Customer Service Department 1-877-772-2539 M-F 8:30am-4:30pm PST info@balleydirect.com

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7. When and where will my order arrive?

You will receive your order according to the shipping options you have selected during your ordering process (Expedited/Express shipping) Please allow up to 2 weeks to receive your order on expedited shipping.
If you ordered Express Shipping you can expect to receive your order within 2-5 business days. 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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8. My order didn't arrive! How can I track the order?

  • Regular shipping: Your package will arrive between 5 - 10 business days.
  • Express shipping: Your package will arrive in 3 - 5 business days.
You can track your shipment online here: www.canadapost.ca. Enter the tracking code that you received on your shipping confirmation email.

If you have not received your package, please call our Customer Service Department 1-877-772-2539 M-F 8:30am-4:30pm PST info@balleydirect.com and we can help you track your order.

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9. What is the Return policy?

A 30-day* money back guarantee is offered on all products except discontinued and discounted items, unless otherwise stated. We regret products that are returned empty will not always be refunded. An exception to this is the introductory kit, which has a 60-day* money-back, bottom-of-the bottle guarantee. We reserve the right to refuse multiple returns of the same product type. If you are not satisfied with your purchase you may return it for a full refund of the purchase price(less S&H.) A fee of $8 will apply to all parcels returned to sender under our account.
Please note that wholesale orders are exempt from our standard return policy. All wholesale orders are final, returns will only be accepted on defective items per our warranty policy. * From the date that the product is shippede.
For full return policy, click here or view the reverse of the original invoice.

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10. How does the Money Back Guarantee work?

A 30-day* money back guarantee is offered on all products except discontinued and discounted items, unless otherwise stated. We regret products that are returned empty will not always be refunded. An exception to this is the introductory kit, which has a 60-day* money-back, bottom-of-the bottle guarantee. We reserve the right to refuse multiple returns of the same product type. If you are not satisfied with your purchase you may return it for a full refund of the purchase price(less S&H.) A fee of $8 will apply to all parcels returned to sender under our account.
Please note that wholesale orders are exempt from our standard return policy. All wholesale orders are final, returns will only be accepted on defective items per our warranty policy. * From the date that the product is shippede.
For full return policy, click here or view the reverse of the original invoice.

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11. Do you have all products in Stock?

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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12. Do you ship products to US or other countries?

Balley Direct only ships Murad products within Canada. For US orders, please go to www.murad.com

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13. How do I register for an account?

  • Go to the www.muradcanada.com website and click Register on the top menu bar
  • Complete the Registation form and shop online
Or contact Customer Service department 1-877-772-2539 (Monday to Friday 8:30am - 4:30pm PST) info@balleydirect.com

14. I have registered before, how do I log in?

To log in, go to www.muradcanada.com and click the Sign In link at the top menu bar. Enter your username (your email address) and your password.

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15. I forgot my password!

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. info@balleydirect.com

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16. What is the Healthy Skin Club?

Murad's Healthy Skin Club and the Auto-Delivery program was designed to make sure you never run out of Murad products. This program comes with benefits of: free membership, products being delivered to your doorstep at regular intervals YOU choose, 30 day money back guarantee, exclusive member 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.

You can cancel your membership at any time with no obligation.

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17. How do I join the Murad Healthy Skin Club?

To Join the Club, select the Auto-Delivery option on the product page and you will automatically become a member of the MURAD HEALTHY SKIN CLUB. Please remember that you have complete control over your Auto-Delivery program and you may change the product shipment frequency or products as often as you wish. You can edit the shipment frequency online or you can contact Customer Service.
You can cancel your membership at any time

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

Yes. Simply sign up at the footer of the page to receive promotional emails.

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19. Hydroquinone and Murad Products

Murad's Age Spot & Pigment Lightening Gel and Post Acne Spot Lightening Gel are products that have both been discontinued by Murad Canada. Both products contain 2% of the Hydroquinone ingredient, which was previously acceptable by the FDA and Health Canada as over-the-counter skin topical use.

In 2006 the FDA has proposed a ban on over-the-counter sales topical containing Hydroquinone, the reason cited for the proposed ban is that studies in rodents show "some evidence" that Hydroquinone may act as a carcinogen chemical. Such cancer-causing properties still need to be proven and investigated further, however, as a prevention Health Canada has recommended not to sell Hydroquinone-containing ingredients.This being said, many other regulatory bodies worldwide still allow its sale, waiting for furtehr proof of the effect of Hydroquinone on our skin.

Though it is often referred to as a bleaching topical, hydroquinone doesn't actually bleach the skin. It treats skin discolorations by blocking the enzyme tyrosinase. This enzyme is essential in the production of melanin, the pigment that give the skin its color. This prevents new pigment deposits from forming, while the current pigmentation deposits are purged out of the skin through the process of cell renewal. Consequently, hydroquinone topicals can take several weeks to generate the desired effects.
Murad's products go through stringent human testing prior to being put into the market, and no adverse cases have been reported.

If you have purchased a Murad product containing Hydroquinone, have do not feel safe to use the product upon learning this information, you may return it for a full refund at any time.

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20. Are Murad products safe to use during pregnancy?

Murad products have been used by millions of people around the world since 1989.
Please be advised that while Murad undergoes all possible safety testing for the quality and efficacy of our products, we have not conducted specific testing for pregnant or lactating women. As with every single product on the market, because every patient is unique, and patients who are pregnant may be especially sensitive, we recommend that anyone who is under a doctor's care consult with that doctor before using any new personal care products from any source, whether it be a Murad product or a product manufactured by any other company.

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21. How can I determine the expiration date of the product

When does my product expire?
The batch code on the product will provide you with the production date. The batch code consists of a letter-number-letter-number combination. The number represents the year of production and the 3rd letter represents the month it was produced. Sometimes there are two letters at the beginning, just focus on the number-letter combination. The code will be stamped on the bottom of the bottles/jar. For the tubes it will be stamped on the crimp when the back of the tube is facing you.

For Example:
N3L0 would have been created November of 2013
CC4F1 would have been produced June of 2014
CC5J2 would have been produced September 2015

We do not use the letter "I" in our codes. Below is the chart for the months of the year.

  • A = January
  • B = February
  • C = March
  • D = April
  • E = May
  • F = June
  • G = July
  • H = August
  • J = September
  • K = October
  • L = November
  • M = December
Any of our products, when stored properly and unused and unopened have a shelf life of 3 years unless there is an active ingredient listed. Active ingredients would include Salicylic Acid or sunscreens for example. These ingredients are listed separately from the other ingredients and their specific percentage is shown. In those cases the unused/unopened package has a shelf life of 2 year.

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22. Can I use products from different lines with my regimen?

You can mix and match products however you do not want to layer treatments. You only want to use one treatment in the morning and one in the evening.

So for example you can use the Resurgence 3 step regimen with slight modifcation. For morning you would use the Renewing Cleansing Cream, the Intensive Age Diffusing Serum and your daytime moisture with SPF. In the evening you can then use the Renewing Cleansing Cream, the Advanced Active Radiance Serum and the Age Balancing Night Cream.

Another example would be using the Clear Skin Acne kit from the Acne line but then using the Blackhead and Pore Clearing Duo from the Pore Reform line.

Murad products are labeled 1 (Cleanse/Tone), 2 (Treat/Repair) and 3 Hydrate/Protect.
You can cleanse, treat and hydrate. (1-2-3)
You can cleanse, use your toner, treat and then hydrate. (1-1-2-3)
You can cleanse, treat, hydrate and then SPF. (1-2-3-3)

You just never want to double up treatments to insure you get the best results. There are exceptions to this rule however. You can use the Time Release Retinol Concentrate, the Acne Spot Treatment in conjunction with another treatment product.

Our Certified Skincare Specialists can help you customize the perfect regimen for your needs. You can call, email or use our Livechat service.

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23. Do Murad products contain alcohol?

Some Murad products do contain a certain type of alcohol. Alcohol, in the context of cosmetic formulations, is a frequently misunderstood ingredient. This is despite the fact that it can be extremely beneficial in a particular formula. A mild cosmetic alcohol, Specially Denatured (SD) Alcohol (SDA) is an excellent delivery vehicle commonly used in astringents, toners, and gels. SD Alcohol is not necessarily dehydrating to the skin when it is mixed with other moisture-binding ingredients. Clients with oily prone and acne prone skin can benefit from formulations containing SDA. Generally, SDA is a mild, non-dehydrating, non-irritating, cosmetic alcohol used as a vehicle to improve the efficacy of a particular product. Combined with other ingredients, it is an ideal vehicle to allow better skin penetration.

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24. Do Murad products contain animal by products?

While the vast majority of our topical formulas are vegan, a small number do contain trace amounts of natural ingredients like honey and beeswax as well as some marine derived compounds. If you have a question about a specific product, please let us know. We'd be happy to confirm for you that the products you are using are vegan or to customize an entirely vegan regimen for you.

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25. Do Murad products contain gluten?

The list of products below have been identified to have a wheat or oat derivative in them so they should be avoided. Some products contain Avena Sativa (Oat) Kernel Extract that is plant derived and therefore considered gluten free. As with any allergy it is best to consult your physician if there is any concern regarding Avena Sativa (Oat) Kernel Extract. In addition I am certainly more than happy to assist you in creating a regimen that would address your specific concerns while avoiding any form of gluten.

  • Daily Cleansing Foam
  • Intensive Age Diffusing Serum
  • Complete Reform with Glyco Firming Complex
  • Intensive Resurfacing Peel
  • Intensive Wrinkle Reducer
  • Perfecting Day Cream Broad Spectrum SPF30 | PA+++
  • Perfecting Night Cream
  • Skin Perfecting Lotion
  • Body Firming Cream
  • Age Diffusing Firming Mask
  • Skin Perfecting Lotion

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26. Are Murad products hypoallergenic?

'Hypo' means 'less' so though there may be fewer irritants, they're all not completely absent. Generally, the term 'hypoallergenic' is beauty industry shorthand for 'fragrance free', which is always a good idea for sensitive skin. The special Murad Recipe of antioxidants, anti-inflammatories, and hydrators helps to reduce irritation and inflammation. Additionally it is always best to perform a patch test if you have any concerns regarding sensitivity.

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27. Are Murad products non comedogenic?

All Murad products are indeed non comedogenic meaning they won't clog your pores. In order for skin to be healthy you want your pores to remain open. By consistently using a good skincare regimen appropriate for your concerns you can have healthy, beautiful skin. Should you have any questions as to what products would be right for your skincare needs we are certainly happy to assist you.

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28. I have clogged pores/blackheads, what can I use?

Clogged pores can be so frustrating! Do I have clogged pores or is it acne? Clogged pores are not necessarily treated with acne products. With combination skin, occassional breakouts and/or blackheads are treated a little differently. Murad has a special line of products specifically for those with clogged pores/blackheads that will help prevent new ones as well as get rid of existing issues. Please visit our Pore Reform page to view the products.

Of course, our Certified Skincare Specialists are available to customize a regimen perfect for your needs.

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29. Does Murad test on animals?

Murad never tests any products on animals and uses only ingredients that have not been animal tested. We only test on humans. We do sell our products in Hong Kong but not mainland China so we are not required to test on animals.

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30. Who is Balley Direct?

Balley Direct is the Official Canadian distributor for Murad Skincare. Proudly Canadian owned and operated, Balley Direct strives to deliver quality products and exemplary service and become industry leader in improving customer satisfaction and providing innovative and leading skin care solutions. Customer satisfaction is a priority at Balley Direct and all products are backed by a no-nonsense money back guarantee and excellent Customer Service.

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31. What is Balley Direct's privacy policy?

You can view our privacy policy here

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32. 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 or email or use our Livechat
Write us: PO Box 91994 , Stn West Vancouver, West Vancouver, BC, V7V 3P2

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33. What time does the Customer Service Department operate?

Monday to Friday from 8:30am to 4:30pm PST except Statutory & BC holidays.

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34. 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 or email or use our Livechat

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1. How do I use Murad Acne Complex®?
In the morning:
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.
 
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3. I've started using Murad Acne Complex® and I 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.
 
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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.
 
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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.
 
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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.
 
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8. 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.
 
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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.
 
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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 - like our Environmental Shield line - are also ideal to fade unwanted pigmentation.

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 from the sun to minimize scars by using the Murad Oil Control Mattifier SPF 15.

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

 
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33-B. Does Murad Canada have other products except Acne Complex®?
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.muradcanada.com to learn about all products or request a catalogue.
 
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36.How can I let other people know about Murad & Acne Complex®?
You can request a catalogue for your friends online www.balleydirect.com/friends or sign them up to receive our special email offers.