FAQ - Frequently asked questions

The delivery time depends on the selected shipping method. We offer different shipping classes, which you can select during the order process. By default, we ship free of charge via DHL Warenpost. Overall, delivery can take between 1 and 10 working days, depending on where you order the goods to and which shipping method you choose. As soon as your order has been dispatched, you will receive an email with a tracking number, which you can use to check the status of your delivery at any time.

We offer you various payment options. Our customers mostly prefer PayPal. You can also pay by credit card, prepayment or Amazon Pay. Please note that the goods will only be dispatched on the day payment is received in our account, not on the day the order is placed.

As soon as you have placed your order, you will receive an automatic order confirmation. Once payment has been credited to our account, you will receive another email with the DHL tracking code to the email address you provided. You can use this tracking number to track the status of your delivery on the DHL website at any time.

You can check the delivery status at any time on the DHL website at www.dhl.com or on the national websites such as dhl.de for Germany, dhl.fr for France and dhl.es for Spain.

Our central warehouse for Europe is located in Eckental, near Nuremberg Airport. Nuremberg in northern Bavaria, Germany.

Yes, Intraa offers discount codes. If you order at least 10 packaging units per order, we will grant you a 10% discount and send you a discount code in advance. This code only works for orders of 10 or more products, otherwise the order process will be cancelled. It is not possible to accumulate multiple orders on different days; at least 10 units must be paid for per order transaction. If you would like to order more than 10 products in one order process, please send us a separate e-mail asking for a discount code.

Yes, if you have not yet opened the goods and they are in completely new condition, you can return them to us within one week as a gesture of goodwill. In this case, you will be refunded the purchase price of the goods, minus the shipping costs that we have paid to DHL. However, you will have to pay for the return postage yourself.

The most common reason why you have not yet received your order is that the payment process has not been completed or the payment has not yet been credited to our account. As soon as payment has been received, you will automatically receive a delivery confirmation with a DHL tracking number. If you have not received this, something may have gone wrong during the payment process. In this case, please contact us.

A cancellation may occur if your customer details were not plausible during the order process. This is the case, for example, if your city and postcode do not match the country. Please check your order details in this case! An order can also be automatically cancelled if not all mandatory fields have been completed. In this case, please check your order. A cancelled order will not be processed any further.

When DHL reports that your delivery has been successfully delivered, it is DHL's responsibility to clarify to whom the parcel was handed over. You are responsible for checking whether an authorised person has accepted the parcel. If this is the case, you should contact DHL or the relevant delivery service in your country (e.g. Correos in Spain, La Poste in France, Poste Italiane in Italy) with your tracking number. DHL can then personally contact the courier who confirmed the delivery and clarify to whom the parcel was handed over. Also check whether the goods have been left with a neighbour or a person in your household.

No, we do not sell Botox. Botulinum toxin (BOTOX from Allergan Aesthetics) is a chemically produced neurotoxin and is protected by trade mark law. It can only be obtained from pharmaceutical wholesalers or pharmacies. We only sell authorised and certified medical products and not pharmaceutical preparations, which is why we do not offer Botox.

We recommend the use of Singfiller Fine V1 or Singfiller Derm V2 for the treatment of the lips.

For the treatment of frown lines, we recommend the use of Singfiller Deep V3 or Singfiller Derm V2

For the treatment of nasolabial folds, we recommend the use of Singfiller Deep V3 & Singfiller Derm V2

For the treatment of pleats, we recommend the use of Singfiller Fine V1

For the treatment of crow's feet, we recommend the use of Singfiller Fine V1

For the treatment of marionette lines, we recommend the use of Singfiller Deep V3 or Singfiller Derm V2

Hyaluronic acid syringes vary in viscosity, which influences their areas of application: Low viscosities (V1): Ideal for finer lines and wrinkles as they are easy to spread and smooth. Medium viscosities (V2): Versatile for wrinkles and volume building, offering a balance between smoothness and texture. High viscosities (V3): Suitable for deeper wrinkles and facial modelling as they offer more substance and lifting power. Very high viscosities (V4): Optimal for strong volume and intensive modelling, offering maximum lifting power and structure. The choice of viscosity depends on individual needs and the desired result. Careful matching is crucial to achieve natural and aesthetically pleasing effects.

As the application with the Hyaluron Pen is very specific and can lead to unpleasant side effects if not carried out correctly, the responsibility for the entire application lies with you. We know that many customers fill our products into the hyaluronic acid pen at their own risk and have had very good experiences with them, as the degree of purity of SINGFILLER is even higher than that of most hyaluronic acid gels. Doctors use our FINE (V1) on their own responsibility. However, from a legal point of view, our products are not authorised for decanting into a hyaluronic pen and we accept no liability.

No, that's not possible. Our hyaluronic acid preparations are medical products and are supplied with sterile needles for injection into the skin tissue.

Depending on the application site and the patient's wishes, the injection techniques can be completely different. The professional associations for doctors and alternative practitioners offer courses and specialised training for different injection techniques. Our company itself does not offer this because it would be cost-intensive and would then be added to the purchase price. Please contact your specialist organisation.

Our singfillers do not contain any additives that could trigger an allergy. Hyaluronic acid is allergy-free without additives.

Singfillers are medical devices that are authorised for single use only. Even though we know that some doctors store leftovers in the syringe in the refrigerator for a few days in order to re-inject the same patient, we do not recommend this procedure because an infection cannot be avoided for hygienic reasons. Furthermore, it is not authorised as a medical device and the syringe, including any leftovers, should be disposed of properly after the treatment session.

A typical phenomenon is a swelling of the body's own water after the injection. This can lead to significantly disproportionate water retention, which can worry the patient. This water retention is normal and occurs frequently. They usually disappear within 48 hours and only the hyaluronic acid remains as and where it was injected. Patients must be informed about this endogenous water swelling. Lumps are usually a sign that hyaluronic acid has been injected at one or more points and has not been massaged out well enough with the practitioner's fingers. Massaging away lumps or swellings in turn causes the body's own water to accumulate for approx. 24 - 48 hours and should not worry the patient. The practitioner is urgently advised to point out that this overreaction with the body's own water has no side effects, but is only a temporary effect.

If more volume than desired has been injected in one area by mistake, the method of choice is to massage it around with the practitioner's fingertips to achieve better distribution. If this does not have the desired effect for the patient, he or she can wait a few days or weeks until the hyaluronic acid volume has reduced again through natural degradation. In the event of a significant overdose, the doctor can completely dissolve a hyaluronic acid injection within hours by injecting hyaluronidase. However, this technique is reserved exclusively for doctors.

In principle, there is no chemical interaction with pure hyaluronic acid and botulinum toxin (Botox), but the practitioner should carefully weigh up the different principles of action when using hyaluronic acid and Botox. While hyaluronic acid builds volume, Botox anaesthetises the muscles as a neurotoxin. This can have positive, synergistic effects, but can also interfere with each other.

We recommend the use of sharp needles, such as those contained in the disposable packaging. Our injection concept is based on a few punctures, whereby the practitioner does not move the cannula tip back and forth or rotate it several times in the puncture channel. If this is intended because a particular treatment success is to be achieved, blunt cannulas are also available from specialised dealers. However, these require a special technique and are available in more than 20 different variations: lengths, diameters and stiffnesses. As a rule, the cannulas contained in the Singfiller packaging are the method of choice and are more than sufficient.

All hyaluronic acid syringes in our range are so-called cross-linked, highly purified, sterile-packed medical devices. Singfiller are cross-linked hyaluronic acid syringes in a disposable format. The products are approved medical devices in Europe and have all certificates. Cross-linked hyaluronic acid preparations are used to fill tissue, for example to augment lips or inject wrinkles.

Our company dispenses with costly sales and marketing. As a central importer and registered medical device distributor, Intraa does not use sales representatives, does not exhibit at costly trade fairs and does not use additional marketing expenses such as glossy brochures or testimonials from celebrities who would be paid to do so. This allows the customer to buy directly from the manufacturer without having to pay the considerable marketing and distribution costs (approx. 2/3 of the total sales price). Why are their products so cheap and when I go to a doctor, is the treatment so expensive? At Intraa you see prices at which a doctor can buy. If the doctor charges you a higher amount for the entire treatment, then you know approximately how much the hyaluronic acid injection itself cost and how high the additional costs and the doctor's fee are.

Our group of companies is called Ascendens and we are based in Eckental near Nuremberg in northern Bavaria. INTRAA is our business division for medical products in aesthetic medicine. We are the European general agency for one of the largest manufacturers of hyaluronic acid products in the world and part of the group of companies.

Our hyaluronic acid syringes are medical products authorised in Germany and the EU. Their use on third parties is reserved exclusively for doctors and alternative practitioners in Germany. Self-treatment is permitted, although only recommended if the relevant expertise is available, as there may be a risk of vessels or nerves being affected. Under no circumstances is initial treatment recommended if the patient has never been injected with hyaluronic acid before. Self-treatment is always at the patient's own risk and responsibility! The treatment of third parties, including friends or acquaintances, without being a doctor or alternative practitioner is prohibited in Germany. If cosmetic institutes or even laypersons do this, it is against the law.

If you have professional expertise, self-treatment is not prohibited, but not recommended either. Ideally, injections should be carried out by an experienced aesthetic physician.

Side effects of pure hyaluronic acid are practically impossible because it is a biological substance that also occurs in the human body. However, if other providers fill in additives (for example: lidocaine or vitamins), the composition of the active ingredient changes and allergic shocks can occur. In addition, all injections must be carried out with specialist knowledge of the anatomy. In particular, it must be avoided that vessels or nerves are hit during the injection or that too much solution is injected in a place that blocks the supplying vessels and leads to an undersupply of a surrounding area.

Basically, cross-linked hyaluronic acid is a biological (vegan) product that is produced by biofermentation and is natural. It is also found in the human body. All manufacturers who have undergone certified processes and do not add any additives (such as lidocaine or vitamins) must fill pure hyaluronic acid exclusively with water. Only the viscosity may change. Most expensive brands without additives are only expensive because of the high sales and marketing costs involved, but are otherwise directly comparable to our products.

The best-before date is designed for normal room temperature (18 - 20 degrees). Above 28 degrees, the best-before date should be avoided in any case. Below 5 degrees, thicker or freezing consistencies may occur. The recommended temperature range is therefore between 15 and 22 degrees. Direct exposure to sunlight or even (conversely) freezing temperatures should be avoided at all costs.

As a retailer who complies with all Medical Devices Act guidelines, you may resell to other specialist retailers who fulfil these Medical Devices Act guidelines, as well as to doctors and alternative practitioners.

Derma fillers with cross-linked hyaluronic acid are medical products and do not require a prescription. They are not medicines, although they may be sold through pharmacies. Singfillers are also not available on prescription, but can be sold in a pharmacy or directly to medical professionals via a specialised retailer. A prescription does not have to be issued by a doctor.