FAQ

pH Balance Skincare Line

We are committed to transforming the skin using only clean, non-toxic skincare ingredients formulated with a pH that is in harmony with the skin. Our founder has worked as an esthetician and in the medical field so brings this comprehensive perspective to all of her natural skin care products, so that each face and body care formulation is created with the health of the skin and body being a top priority.

Many people are sensitive to artificial fragrances that are linked with skin rashes and allergies, headaches and even potential breathing issues. Since we are committed to treating even the most sensitive skin types and individuals, we refrain from artificial fragrances for products that are safe for all skin types. The BioMed Collection has some natural aromas from essential oils.

Yes! We refrain from mineral oil and other pore-clogging oils to keeps skin blemish-free, making us a winner amongst clear skin products and skin care for oily skin!

All pH Balance Skincare products are free of parabens, sulfates, gluten, alcohol, mineral oil, comedogenic ingredients, sensitizing ingredients and animal testing.

We are 100% cruelty free and vegan. We don’t do any animal testing nor do we buy ingredients from suppliers that test on animals.

Yes, we refrain from using all forms of parabens.

While parabens are preservatives used in personal care products to inhibit mold, fungus and bacteria, they are found to cause skin toxicity, irritation, allergic reactions, rashes, dermatitis and rosacea. They are also found to be absorbed via the skin, disrupting the body’s hormone systems. These endocrine disruptors are linked with an increase in early puberty in girls and reproductive abnormalities in boys. They are also linked with breast and other cancers. With safe, non-toxic natural skin care preservatives, there is simply no reason to use these potentially harmful ingredients.

Yes, we refrain from SLS (Sodium Lauryl Sulfate or Sodium Laurel Sulfate) and SLES (Sodium Laureth Sulfate). These harsh detergents found in facial cleansers, body washes and shampoos produce a foaming lather that strips skin of moisture and irritates the skin and eyes, causing sensitivity and allergic reactions. SLS and SLES damage the skin barrier by removing natural oils from the lipid layer, breaking down the acid mantle and denaturing skin proteins. This causes dryness, dehydration, tight, flaky skin, and irritation, leaving the skin vulnerable to photo-aging, other skin diseases, and a vicious cycle of rebound oil production. Instead, pH Balance chooses natural cleansing agents that gently and effectively remove makeup, dirt, oil and debris while preserving the skin barrier.

Yes, all pH Balance skin care products are formulated free of gluten as a lot of consumers are allergic or highly sensitive to gluten. It is considered an inflammatory ingredient by many, so in our ongoing aim to provide optimal skincare for sensitive skin and ensure that our products do not incur inflammation for all skin types, we opted to omit it from our formulas.

Yes, our skin care products are free of alcohol. Alcohol is often used in face products to kill bacteria, remove excess oil, impart a weightless feel or quick drying finish. No matter the purpose, alcohol irritates skin, dehydrates and breaks down the skin barrier, damaging skin cells, so is not appropriate for any skin type or concern. Certain forms (ethyl alcohol and isopropyl alcohol) are also linked with skin toxicity. It is found that it inhibits the skin’s ability to reduce inflammation and fight free radical damage. This leaves the skin vulnerable to sun damage, hastening aging and making skin prone to sensitivity and oiliness.

Yes, all our skin care formulas are carefully formulated so as not to cause allergic reactions. Of course, if you have a known allergy, please consult the ingredient list before using or consult your physician for guidance.

Yes, all our skin care formulas are carefully formulated free of recognized irritants to ensure they do not cause irritation or sensitivity. We know that irritation can lead to inflammation and a host of other skin problems so go to great lengths to provide skin care products that work in harmony with the skin, improving rather than harming it!

Most of our products can be used for both face care and body care! Our entire Classic Collection with the Hydrating Cleanser, Daily Moisturizer/Daily Balance Face Moisturizer and Recovery Cream can be used on the face or body. While originally formulated for the face, most of our BioMed Collection skin care products can be used on the body for those seeking anti-aging all over.

We have created our skin care products to be appropriate for a wide range of skin types and concerns. Our Classic Collection includes our most versatile cleanser, moisturizer and cream that are suitable for dry skin, sensitive skin, combination skin and oily skin. Most of our BioMed Collection products are also suitable for all skin types, however, those with very sensitive skin may want to skip the Retinol Complex or Vitamin C Moisturizer. Oily skin types my find the BioMed Hyaluronic Cleanser to be somewhat rich for daily use but will love it for a pre-cleanse and to remove makeup.

Most pH Balance products refrain from ingredients that are considered unsafe during pregnancy. Before using any of our products we always recommend that expectant mothers consult their physician with any questions about what to use during pregnancy.

General Questions

Our team is in the office from Monday through Friday from 8 A.M. – 5:30 P.M. Saturday from 9 A.M. - 1 P.M. EST.

The best way to contact us is through our Contact Us page here: https://www.phbalanceskincare.com/pages/contact. or from our website directly “chat with us” You can also reach us through messenger: https://www.facebook.com/pHBalanceSkincare. Or call us: 1-848-253-0821 during office hours.

During the week, we respond to emails within 24 hours. Any emails sent over the weekend will be answered the following Monday.

All pH Balance skin care products are made in the USA.

Product Specific

Complete ingredient lists are found on our website under each of our skin care products where it says “Key Ingredients”. Here we also highlight the main benefits of important actives.

Yes! This cleanser refrains from mineral oil and other pore-clogging oils, so it keeps pores clear! We hope you love using it as much as we do!

Yes, absolutely. This cleanser is ideal for soothing, healing and restoring skin that has undergone aggressive skin resurfacing treatments. As with all face products to be used pre and post cosmetic procedures, we advise you to talk to your doctor or treatment practitioner first to be sure.

Purchasing Options and Samples

You can buy our skin care products from our online shop at phbalanceskincare.com, as well as on Amazon. We are also in Flying Solo in Manhattan, NY.

Yes, as we want to make our products easily accessible.

Yes, we offer many small sized skin care products to make sticking to your skincare routine easy on-the-go! We have two starter kits, one for the Classic Collection and one for the BioMed Collection to make it even more convenient: https://www.phbalanceskincare.com/products/ph-balance-skincare-starter-kit. Hint: These small sizes are great for your gym bag or purse, plus, are a great way to try our products before committing to full sizes.

Currently, we have the following face care products available with airless pumps: BioMed Dark Circle Eye Serum, Daily Hydra Boost Serum, BioMed Retinol Complex and our BioMed Vitamin C Moisturizer.

We offer ongoing promotions that we post on our Instagram feed and send to our customers via emails. To be in the know, follow us on Instagram @phbalanceskincare or go to our home page here https://www.phbalanceskincare.com and scroll to the bottom to sign up for our email offers.

Subscription Changes or Cancellation

We know that life is filled with changes. To accommodate that you can make updates or changes anytime to your pH Balance Subscription! Whether you want to add or change products, pause, update credit card information, shipment frequency or cancel, simply login to your account. There you will be able to see on the left side your order history and profile and select the desired action. If you have any challenges call (848) 253-0221 or email info@phbalanceskincare.com.

Quality Control

No, we haven’t made any changes. However, if you notice a slight change in your skin care products, like smell, color, maybe even texture, don’t worry. As most of the ingredients are naturally-sourced, there can be slight differences in the natural color and consistency.

Slight variations of ingredients is normal with natural products and can happen from time to time.

The shelf life of our skin care products is 3 years from the production date, without opening the seal. After you open your products, we suggest that you use them within 3-6 months.

If they are exposed to extreme heat (left in a car or stored near a heat source) the emulsion can break down and go bad almost immediately. If you don’t plan on using your products right away, you can keep them in the fridge.

If a product spoils prematurely (within 1 month of the purchase date), we provide an exchange for the same product or alternate product of similar value, or a partial store credit code.

We may ask for photos to better understand the product issue. We recommend exchanges since customers can receive a full-size product in return versus a partial credit.

Ordering/Shipping/Delivery & Returns

Any orders received outside our hours of operation will be processed the next business day.

We use USPS for shipping our skin care products.

Unfortunately, at this time our system does not support delivery to a P.O. box.

We ship everywhere including Alaska, Hawaii, all U.S. Territories, Canada and internationally.

- For international orders, know that depending on your country, you may have to pay additional taxes and tariffs in order to receive your package. Some countries also do not offer tracking numbers for First Class Postage.

- For Canada, we offer free International first class shipping on orders over $125. This takes 2-3 weeks delivery time. Please note, this does not cover the duties placed on your package once it arrives in Canada.

Yes! We ship everywhere. However, if you are placing an international order, please know that depending on your country, you may have to pay additional taxes and tariffs in order to receive your package. Some countries also do not offer tracking numbers for First Class Postage. We seem to have the most trouble when shipping to Europe and Canada 

 

 The local postal services won’t always alert the recipient that there is a package for them to pick up. It can require some detective work on the part of the customer. We’re sorry.

To Our Canadian Friends: We offer free International first class shipping to Canada on orders over $125. This takes 2-3 weeks delivery. Please also note, free shipping does not cover the duties placed on your package once it arrives in Canada.

To be able to check your order status, you need to create an account. Under your account you will see order status. Select that and you will see your status.

To be able to track your order, you need to create an account. Within your account profile you will see order tracking. Select that, and you will be able to track your order there.

Once an order is placed, it generally takes 1-3 business days (excluding weekends and holidays) to fulfill your order. Delivery time depends on the method of shipping selected at check-out and your location. For most locations, priority mail takes 1-2 business days, and first class takes about 5-7 days for delivery. If an order takes longer than 3-7 days to fulfill, we will alert you via email or text message and keep you updated.

We offer FREE PRIORITY SHIPPING for any orders over $75. (Not applicable on International orders)

We love to provide options to our customers so offer them flexibility to save. By unlocking your smart savings you can choose when you want delivery and how many products you want. By choosing this option you automatically receive 15% off your orders.

With Auto-Delivery you never run out of your favorite products again!

You have the flexibility to change the frequency of your orders and which products you prefer and can pause anytime.

To take advantage of these saving and get started, all you need to do is create your account. Once you create your account, you will see under your profile on the left side your orders, the products you have subscribed to, your preferred frequency and payment method. From here you can change anything you desire.

Note: Without an account, you will not be able to make any changes.

Yes! To allow you to enjoy our products “now”, we offer Afterpay as a convenient payment method.

How it works: Once you have the app, you create an Afterpay account with your email, phone number, address, DOB and debit/credit card info. Then, you can select Afterpay as your payment method to pay for your products in four interest-free installments per month!

Once quickly approved, we will process and ship your order!

We ask that you always double check your address information when placing your order. If you do notice you made a mistake in your address, please email us or call us with the correct address and order number ASAP. If you notice that you put the wrong address after your order has shipped, please contact USPS directly so they can hopefully intercept the package and update your information. This is also important if you usually use your work address for incoming shipments.

Our fulfillment time generally takes about 1-3 business days (excluding weekends and holidays) after an order is placed. Your delivery time depends on the method of shipping you selected at check-out. *Depending on your location, priority mail takes 1-2 business days and first class takes about 5-7 days for delivery. We offer FREE PRIORITY SHIPPING for any orders over $75. (Not applicable on International orders)

 

If an order takes longer  than 3 – 7 days to fulfill, we will alert you via email or text message and keep you updated.

 

Please Double Check Your Mailing Address

Believe it or not, people get their home addresses mixed up. We ask that you always double check your address information before placing your order. If you do notice you made a mistake in your address, please email us or call us with the correct address and order number ASAP so we don’t ship your package to strangers.

 

 If you notice that you put the wrong address after your order has shipped, please contact USPS directly so they can hopefully intercept the package and update your information. This is also important if you usually use your work address for incoming shipments. If you are eager to get your products, make sure that they are shipped to your home so that you don’t have to wait until Monday for the office mail person.

We entrust USPS with shipping packages as we find they are reliable and cost effective. However, we know that issues can occur and apologize for any inconvenience. Here is the best process to help troubleshoot your issue:

- Double check your mailing address to verify that you entered the correct address. Sometimes people will accidentally send to an old or alternate address by accident. If you notice that you put the wrong address after your order has shipped, please contact USPS directly so they can update your information and attempt to intercept the package. If there is an issue with delivery after it has left our warehouse, please contact USPS with your tracking number.

- If you received a notice on your tracking link that the package was delivered but haven’t received your delivery, know that USPS often delivers products shortly thereafter. Please allow 2-3 days before contacting us to allow for this.

- Local postal services don’t always alert the recipient that there is a package for them to pick up. It can require some detective work on the part of the customer. We’re sorry.

No, we haven’t made any changes. However, if you notice a slight change in your skin care products, like smell, color, maybe even texture, don’t worry. As most of the ingredients are naturally-sourced, there can be slight differences in the natural color and consistency.

Slight variations of ingredients is normal with natural products and can happen from time to time.

The shelf life of our skin care products is 3 years from the production date, without opening the seal. After you open your products, we suggest that you use them within 3-6 months.

If they are exposed to extreme heat (left in a car or stored near a heat source) the emulsion can break down and go bad almost immediately. If you don’t plan on using your products right away, you can keep them in the fridge.

If a product spoils prematurely (within 1 month of the purchase date), we provide an exchange for the same product or alternate product of similar value, or a partial store credit code.

We may ask for photos to better understand the product issue. We recommend exchanges since customers can receive a full-size product in return versus a partial credit.

Yes! We love making it easy for shoppers to give the gift of pH Balance Skincare to their friends. Here’s a quick link to purchase: https://www.phbalanceskincare.com/collections/special-offers/products/gift-card

It’s important to note that gift cards can only be redeemed on non-subscription items.

If you want to buy both a subscription item and a one-time item with your gift card, note that this needs to be two different orders and will incur separate shipping costs as our system cannot process these types of orders in one transaction.

Affiliate Program

Please follow the affiliate signup link located in the footer section.

Once you have signed up you will receive an email explaining the process. You will be assigned your own unique affiliate link to use.

Your affiliate link is how we differentiate traffic and sales. If a visitor uses your unique affiliate link to make a purchase you will be credited for it.

Aside from a commission, you will receive exclusive pricing for an item every month to use as a promotional product. 

Yes, the individual you refer will receive a 10% discount on their purchase. You will receive a unique code to share that must be used at the checkout.