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Frequently Asked Questions

1. How do I use Murad Acne Complex®?

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 Ordering:

13. How do I order?

14. Can I change my shipping frequency?

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

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

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

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

19. When and where will my order arrive?

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

21. What is the Return policy?

22. How does the Money Back Guarantee work?

23. Do you have all products in Stock?

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

FAQs about Healthy Skin Club:

25. What is the Healthy Skin Club?

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

27. Can I Join the Club without ordering a Murad Acne Complex regimen?

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

FAQs about Your Account:

29. How do I register for an account?

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

31. I forgot my password!

32. Can I Use the same user & password to order on both Acne complex & Murad Canada websites?

FAQs about Murad Products:

33A. Hydroquinone and Murad Products

33B. Does Murad Canada have other products except Acne Complex®?

34. How can I get more information on your products?

35. Are Murad products safe to use during pregnancy?

36. How can I let other people know about Murad & Acne Complex®?

37. What is Balley Direct?s privacy policy?

FAQs about Contact:

38. Who is Balley Direct?

39. How can I contact Balley Direct?

40. What time does the Customer Service Department operate?

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

Visit our Murad Canada's Home Site for more information on how Dr. Murad treats different skin types.

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.)
 
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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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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?
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.muradcanada.com 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. How can I change the next shipping date of my regimen?
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.muradcanada.com : click on the "My Account" tab on the top menu bar, then go to "View/Edit my membership" and select the desired date.
 
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16. How do I change the contents of my regimen/customize my kit?
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?
Yes. You can do that by calling us and letting us know about your new option or you can go online to www.muradcanada.com 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.muradcanada.com , 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
 
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19. 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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20. My order didn't arrive! How can I track the order?
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?
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?
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?
Balley Direct only ships Murad products within Canada. For US orders, please go to www.murad.com
 
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25. What is the Healthy Skin Club?
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
 
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26. How do I join the Murad Healthy Skin Club?
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?
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?
Yes. Simply sign up on the www.muradcanada.com 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?
Go to www.muradcanada.com 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?
To log in, go to www.muradcanada.com 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!
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?
Yes, you must use the same email and password to place orders on both www.acnecomplex.ca and www.muradcanada.com .
 
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33-A. 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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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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34. How can I get more information on your products?
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. 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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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.
 
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37.What is Balley Direct's privacy policy?
You can view our privacy policy at www.muradcanada.com/privacy.htm
 
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38. Who is Balley Direct?
Balley Direct is the exclusive distributor of Murad Acne Complex products in Canada. To learn more about Balley Direct and Murad , please click here.
 
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39. 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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40. 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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41. 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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