FAQ

General Questions

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.

Our team is in the office from Monday through Friday from 8 A.M. – 5 P.M. Any emails sent over the weekend will be answered the following Monday. 

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.

As of Spring 2020 for some reason USPS has been updating tracking links as delivered, but the package is no where to be found by customers. Strangely enough the package does show up about two days later. If you received notice on your tracking link that the package was delivered but can’t locate it, please give it 2-3 days before contacting us because we’ve seen a trend that USPS delivers it shortly after. 

Our apologies for this, we entrust USPS with your package, so if there is an issue with delivery after it’s left our warehouse please contact USPS with your tracking number, and then contact us a day later with updates on your package.

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.

If you notice a slight change in your products, like smell, color, maybe even texture, don’t worry, this a natural variation of the ingredients. Same formula, just a variation in ingredients which can happen from time to time since we do not use synthtics.

The shelf life of our products is 3 years from the production date, without opened the seal. After you opened we suggest to use no more than 3-6 month.

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

We provide an exchange or partial store credit code if the product spoils prematurely within 1 months of the purchase date. Exchanges include same product or alternate product of similar value. 

We may ask for photos to better understand the product issue. Of the two methods to deal with prematurely expired products, we recommend exchanges since customers can receive a full size product in return versus a partial credit.

We love it when shoppers want to give the gift of pH Balance Skincare to their friends, and we’re so grateful that gift cards are such a popular choice.

It’s important to note that gift cards cannot be used on subscription items. If you’ve received a gift card and would like to redeem it on a non-subscription item, you’ll have to place a separate order with your one-time purchase. Unfortunately, our system cannot process two orders at once, so if you’re buying both a subscription item ( for example Beauty Box ) and a one-time item, you’ll have to pay separate shipping costs.

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.