Frequently asked questions
If your question is not here, write to us on WhatsApp at +52 55 4162 0093. A person answers.
About the product
What exactly is TricoViva?
A cosmetic care kit for the scalp. It comes with serum vials, microinfusion microneedles that screw onto them, and a guide.
Does it have side effects?
It is a topical cosmetic product, so it has no systemic effects. What can happen is mild redness or a warm feeling on the scalp right after the session, and it usually settles quickly. Do not apply it on skin that is irritated, broken or has active dermatitis. If you feel pain, if there is bleeding, or if a reaction you were not expecting appears, stop and write to us; if the reaction is strong, seek medical attention. If you have known allergies, check the ingredient list before buying.
Is it natural?
Yes, every ingredient is of natural origin. They come from three places: plants, minerals and fermentation. The essential oils are distilled from leaf; the rosemary and green tea are extracted with water or CO2; the amino acids, the peptides, the biotin, the hyaluronic acid and the vitamin C are obtained by fermenting sugars from corn, cane and cassava; and the copper and zinc come from purified minerals. There are no ingredients of animal origin and no petroleum derivatives. Several go through purification and conversion to reach the purity cosmetic use demands, and we explain that on the kit page instead of hiding it behind a word.
Is it a medicine?
No. It is a cosmetic care product. It does not treat medical conditions and it does not replace seeing a health professional.
What exactly is in the serum?
The formula has 32 ingredients in 5 ml vials. The ten main actives are acetyl tetrapeptide-3, rosemary extract, vitamin C, tea tree oil, eucalyptus oil, caffeine, biotin, green tea extract, the copper peptide GHK-Cu and mint oil with menthol. The full list with percentages is published on the kit page.
Does it contain minoxidil?
No.
Does it have a smell?
The mint oil gives it a fresh aroma and a fresh feel on the scalp during application.
Is it for men and women?
The kit is the same. So is the routine.
Is it for beard or eyebrows?
We do not recommend it. It is meant for the scalp.
Can I use it if my hair is colored or treated?
Yes, on a clean and dry scalp. Avoid using it on the same day as a color or chemical treatment.
About using it
How often is it used?
Once a week, with 5 to 7 days between sessions.
Can I use it more often to move faster?
No. It brings nothing forward and the scalp needs the days of rest.
How long does a session take?
A few minutes of application. After that the serum is left to sit for about an hour, and that time is yours.
Do I have to rinse?
After about an hour you can wash your hair as usual. You can also leave it overnight.
How often do I change the microneedle?
Every month.
How many vials do I use per session?
One.
What if not enough serum comes out?
Leave the vial upside down on the microneedle for a few more minutes before you start. If there is still product left, you can open the vial and apply the rest directly to the area with a gentle massage.
Does it hurt?
The feeling varies. It is applied with soft taps and without pressing. It should not hurt. If it hurts, stop and write to us.
Can I share it with someone in my family?
The microneedle is never shared, it is strictly personal.
I missed a week, what do I do?
Pick your normal day back up. Do not do two sessions in a row to make up for it.
Can I use it if I am pregnant or breastfeeding?
Talk to your doctor before starting.
About shipping
How long does it take to arrive?
It arrives in 21 days.
Why does it take so long?
Because the package leaves our distribution center and travels straight to your address. We do not keep a local warehouse. That makes delivery take longer and it is part of the reason the price is what it is. We would rather tell you before you pay.
How much does shipping cost?
It is included in the price, to the address you give us.
Where do you ship?
You choose the destination at checkout, and we deliver to the address you give there.
How do I know where my order is?
With your order number on the Track your order page. We also email you at every step.
Can I change my address after buying?
Only if the package has not shipped yet. Write to us straight away on WhatsApp at +52 55 4162 0093.
My tracking has not moved for days, is it lost?
Almost never. It is normal for tracking to sit still for several days while the package is being checked or changes carrier. If more than 10 days pass with no update, write to us.
About payments
What payment methods do you accept?
Visa, Mastercard and American Express.
Can I pay in cash?
Not for now. The order is paid by card: Visa, Mastercard or American Express.
Is it safe to pay here?
The payment is processed through a certified gateway. We neither see nor store your full card details.
My card was declined, what do I do?
Check that the details are right and that your bank has not blocked the purchase for being international. If it still does not go through, try another method or write to us.
About the guarantee and returns
What is the guarantee?
A 120 day results guarantee from delivery, on the 2 month, 4 month and 12 month packages and on the monthly subscription. The only thing left out is the one off 1 month purchase, which is a trial. Ask for your explanation on WhatsApp before you start, send your first photo and one photo a week: that record is what gets reviewed. See the conditions
When do the 120 days start?
From the day you receive the package, not from the day you pay.
Do I have to send the product back?
No. We do not ask you to return it or to pay for return shipping.
Does the subscription have a results guarantee?
Yes. The subscription is a package in itself, even though the product arrives a month at a time, and it is covered just like the 2, 4 and 12 month packages. The subscription terms explain the rest, including that the first charge is final.
How long does the refund take?
7 working days from approval. A 5 percent cancellation cost applies. How long your bank takes to show it depends on the bank.
Can I cancel my order?
If it has not left the distribution center yet, yes. Write to us straight away. See exchanges and returns
It arrived damaged or incomplete, what do I do?
Write to us within 5 working days of delivery, with photos of the package and the contents. We sort it out without you having to fight for it.
About results
When will I see results?
It depends on the person and hair changes slowly, so we do not put a date on it. What we do know is that weekly consistency is the condition for everything else. That is why the guarantee period is 120 days and not 30: it has to be long enough for you to judge it.
Do you have before and afters?
Yes, they are on the results page, with the time of use for each case. Read them alongside the section on what your experience depends on, which is on the same page.
Do you have reviews?
Yes, with each person time of use. You will find them on the home page and on the kit page.
Does it work for everyone?
No cosmetic product works the same for everyone. If you are looking for something guaranteed for a diagnosed condition, what you need is a dermatologist.
About your data
Why do you want my phone number?
So the courier can contact you before delivering and, if you allow it, so we can update you about your order on WhatsApp.
Are you going to fill my phone with messages?
No. Order notices are transactional. Marketing requires you to accept it separately and you can cancel it whenever you want.
How do I exercise my ARCO rights?
Write to [email protected]. The full procedure is in the Privacy notice.
Still not sure?
Write to us on WhatsApp at +52 55 4162 0093 or at [email protected]. We answer Monday to Friday, 9:00 to 18:00 Mexico City time, in less than one working day.