FAQs

Account Information
UPDATE OR FORGOTTEN PASSWORD

If you want to change your password, or have forgotten it, go the first page where you LOG IN and click on "Forgot Password". It will walk you through the process in 2 easy steps, then hit submit and it's complete.

UPDATING YOUR SHIPPING ADDRESS

When you make a purchase, it saves all of the shipping address's you have used. You will be able to view and add or change an address each time. Click on the words "View Address" and you can insert a new address.

UPDATING YOUR EMAIL ADDRESS

If you want to add a new email address, simply open a 2nd account under a new email address.

HOW DO I OPT OUT OF RECEIVING EMAILS?

Go to the bottom of the "Account Information" section and click on "Unsubscribe".

Orders
PLACING AN ORDER

Biossance features a simple 3-step checkout process. • Step 1: "Shipping", enter your shipping address. • Step 2: "Billing", choose the credit card you chose to use. Enter your payment information. Enter a separate billing address if different than your shipping address. Each time you place an order you have the opportunity to add or delete a shipping address. • Step 3 Review your order summary. If you have a promo code or gift card, you may enter it here. Click the "Submit" button to complete checkout and submit your order.

USING A PROMOTIONAL CODE

Promotional codes cannot be combined. Codes must be used before they expire. Free sample code cannot be combined with any other promotional code.

WHAT SHOULD I EXPECT AFTER I HAVE COMPLETED MY ORDER?

Once your order has been successfully submitted, you will automatically receive a Thank You email that includes your order number. We encourage you to print or save the Thank You page and Order Confirmation email for your records.

HOW DO I KNOW THAT MY ORDER HAS SHIPPED?

We will email you as soon as your order ships. The notice will also contain a tracking link within the email that you can click on for more detailed shipping information.

TO REVIEW YOUR ORDER

To review the details of orders, either current or in your history, pull the order number that is sent within each confirmation email. Go to "My Account" and you can view the list of all purchases by order number. Click on the order number you are looking for to get more detailed information.

DO YOU CHARGE SALES TAX?

Orders shipping to addresses in the following states are subject to that states sales tax: CA, TX, FL, NY, IL, CT, NJ, WA, MA, PA, AZ, OH,TN, MI, GA, MN, NC, MO, WI, OK, AR, KY.

Payments
WHAT PAYMENT METHODS DO YOU ACCEPT?

We currently accept Visa, MasterCard, American Express, Discover Card, and Diner's Club. When your credit card is authorized, funds are put on hold until the transaction is completed. All purchases require bank authorization prior to shipping. Only authorized orders will be processed and shipped. Your billing information must be exactly as it appears on your credit card statement. If any numbers are different, the order cannot be processed. Be sure to correctly spell city names and avoid using abbreviations (unless that is how it appears on your statement). Contact your financial institution if you need the exact billing address associated with your credit card. For your security, Biossance requires you to enter your 3- or 4-digit card identification number (CID/CVN/CVV/CVC) on all orders for Visa, MasterCard, American Express, and Discover transactions.

WHY WAS MY CREDIT CARD DECLINED?

If a debit card or check card is used to make a purchase at Biossance and the purchase is not accepted for any reason, please be aware that most banks will continue to hold the 'authorized' funds (counting against the account balance until the authorization clears) even if the order is not accepted. The most common reason for a failed transaction is that the billing address entered does not match the billing address for the debit/check/credit card being used for payment. Biossance uses an Address Verification System (AVS) that will reject any transaction for a billing address mismatch for security measures. Biossance does not have the capability nor is it obligated to release the bank's temporary hold of authorized funds. Since Biossance does not have the capability to release the bank's temporary hold of funds, Biossance cannot be held responsible for the policies of the customer's banking institution regarding the holding of authorized funds. Please note that authorization fund holds last for varying periods, depending on the issuing credit card company's policy. This period may last as little as three days or as long as several months. If such a situation arises, we suggest that the customer contact the issuing credit card company or bank directly.

Shipping
SHIPPING COST AND TIME

Biossance offers FREE US Shipping on all orders over $50 (before tax & shipping, after promotional discount). No promotion code is required. All orders placed by 2PM EST Monday - Friday will be shipped same day. Orders placed after 2PM EST will be shipped on the next business day.

Estimated Shipping Times:
Free USPS Shipping - $0.00 (3-5 days) on orders over $50 (before tax & shipping)
Standard USPS Shipping - $5.00 (3-5 days)
FedEx 2day - $14.00 (2 days)
FedEx Overnight - $25.00 (1 day)

(Estimated delivery time for AK, HI and Puerto Rico is 7-10 days. Estimated delivery time for 2day and overnight shipping to AK & HI is 3 business days. We do not offer 2day or overnight shipping to Puerto Rico.)

BUSINESS DAYS & HOLIDAYS

All orders ship Monday - Friday, excluding United States federal holidays. For Standard 3-5 Day shipping, 2-Day and Overnight Shipping, orders must be placed by 2PM EST to be processed on the same business day otherwise it will be processed the next business day.

DOES BIOSSANCE SHIP INTERNATIONALLY?

Unfortunately, Biossance does not ship internationally at this time.

DOES BIOSSANCE SHIP TO MILITARY ADDRESSES?

BIOSSANCE.com ships to all stateside locations. All shipments to APO, FPO, and DPO addresses are sent via USPS. Due to military handling time, delivery to some destinations may take up to 21 days.

DOES BIOSSANCE SHIP TO PO BOXES?

If you are shipping to a U.S. P.O. Box, we offer USPS Priority free on orders $50 and over. If your shipment contains restricted items, you must use USPS Ground (Parcel Post).

DOES BIOSSANCE SHIP TO ALASKA, HAWAII, OR Puerto Rico?

Yes. All orders to Alaska, Hawaii and Puerto Rico are shipped via USPS with estimated delivery times of 7 -10 days. Estimated delivery time for 2day and overnight shipping to AK & HI is 3 business days. We do not offer 2day or overnight shipping to Puerto Rico.s. If the order is placed before 2 PM EST Monday - Friday the estimated delivery will be in 3 business days.

I AM HAVING TROUBLE ENTERING MY SHIPPING ADDRESS IN CHECKOUT

Go to USPS.com and click "Find Zip Codes". You can enter the first line of your street address, city, and state, and USPS will return the standard zip code and correct entry of your city, state, and zip code combination.

Returns
RETURNS & EXCHANGES

If you are not completely satisfied with your Biossance purchase for any reason, you are able to return it for a refund within 30 days from ship date. All returns will be refunded to the credit card that was used to process the order. To receive your refund, please contact Customer Service at customerservice@biossance.com to request a Merchandise Return Label be emailed to you. If the return has not been approved through Customer Service, the return will not be accepted. Please return the product within 7 business days of receiving your Merchandise Return Label. If a gift with purchase was included with the order, please send back the gift with purchase item along with the returned item. We will not refund an order unless all items including gifts are returned as well.

General Product Information
ARE YOUR PRODUCTS SAFE?

All Biossance products are nontoxic, synthetic fragrance free, paraben free, phthalate free, and mineral oil free. All ingredients are rigorously screened against our Blacklist, omitting 2,000+ ingredients due to safety and environmental concerns.

ARE YOUR PRODUCTS DERMATOLOGIST TESTED?

Yes, all of our products have been Dermatologist tested.

ARE YOUR PRODUCTS VEGAN OR ANIMAL-TESTED?

Biossance products contain no animal ingredients or by-products in the manufacturing process or final product and no animal testing is involved in any part of the process.

ARE YOUR PRODUCTS SAFE TO USE AROUND THE EYES?

Yes, our products are safe to use around the eyes. However, we advise avoiding getting product directly into the eyes.

ARE YOUR PRODUCTS SAFE FOR PREGNANCY?

Our ingredients are analyzed for safety and we formulate to the highest standards of safety. If you are pregnant, you should consult your physician prior to use.

ARE YOUR PRODUCTS HYPOALLERGENIC?

There are no Federal standards or definitions that govern the use of the term "hypoallergenic.” Manufacturers of cosmetics labeled as hypoallergenic are not required to submit substantiation of their hypoallergenic claims to FDA. However, all of our products have been reviewed for safety, which includes test for allergens. Our 100% Squalane Oil is completely hypoallergenic. As always, we advise you to check labels to insure personal allergens are not present.

HOW MANY DAYS OF USAGE CAN I EXPECT TO GET FROM BIOSSANCE PRODUCTS?

Biossance products are sized to last the consumer roughly 6-8 weeks based on recommended usage. This can vary greatly based on each consumer’s individual usage amount and frequency. All of our products have a Period After Opening symbol located on the exterior carton, which should be referenced for how long you should keep after opening.

IS YOUR PACKAGING RECYCLABLE OR SUSTAINABLE?

Yes, all of the main components of our primary packaging are recyclable and the outer cartons of all of our secondary packaging are made from sugarcane paperboard. This sugarcane paperboard material is made from 100% pure sugarcane bagasse and uses no bleaching chemicals or dyes. It’s also tree free, completely recyclable, and from a rapid renewable resource. We choose not to use any metallic inks or dyes in our process on the packaging as well, so the recyclability of components are not affected. We continue to investigate innovative sustainable packaging materials and designs and work with manufacturers who are leaders in reducing environmental impact. We strive to use the most sustainable packaging options available for our formulations and continue to strive to improve as new technologies emerge.

WHERE ELSE CAN I PURCHASE BIOSSANCE PRODUCTS?

Products can be purchased at our online store at www.biossance.com, www.sephora.com or www.hsn.com

HOW DO I GET A SAMPLE OF YOUR PRODUCT?

You can request a FREE SAMPLE through the FREE SAMPLE page. Just click HERE. Shipping and handling is only $4.

Ingredient Information
HOW IS SQUALANE MADE?

Biossance utilizes a patented biological process to produce the 100% plant-derived squalane found in our products. This process uses Brazilian sugarcane, which meets international sustainability standards. Final manufacturing is in the United States.

WHAT INGREDIENTS DO YOU MAKE? WHAT ARE THE BENEFITS?

Biossance products, squalane and hemisqualane. Squalane is a highly versatile emollient and an optimized version of squalene, which is a key component of the skin’s lipid barrier. Our squalane is a sustainable alternative to shark-derived squalane sourced from sugarcane. It is a mega-moisturizing molecule that contributes to healthy, moisturized skin that glows. We have found through clinical studies that Biossance squalane is proven to hydrate, soften, and smooth skin in as little as one week, making it a powerful ingredient to lock in essential moisture while protecting your personal ecosystem and that of the planet. Hemisqualane is an emollient with high spreadability and excellent cleansing properties. It is a great alternative to petroleum-derived paraffins and silicones. Our hemisqualane is the winner of a 2014 SEPAWA innovation award and is formulated into many of our Biossance products creating an eco-friendly alternative to ingredients we omit from our products.

WHERE DO THE INGREDIENTS YOU MAKE COME FROM? ARE THEY SUSTAINABLY SOURCED?

The two ingredients we make, squalane and hemisqualane, are 100% plant-derived from sustainably-sourced sugarcane in Brazil. The sugarcane grown in Brazil is one of the most sustainable sources of sugar. The sugarcane field we utilize is next to the production facility where the bagasse from the sugarcane stock is used for energy co-generation and the excess energy is released back to the power grid. There is no additional water needed to produce the sugar outside of natural rainfall.

WHAT OTHER INGREDIENTS DO YOU USE IN YOUR PRODUCTS?

The ingredients in our Biossance products are fully vetted against our Blacklist – a list of 2,000+ ingredients we choose not to use based on safety and environmental concerns. Our ingredients are analyzed for safety and our formulations are considered safe. We also use sustainably-sourced, plant-derived ingredients whenever possible.

WHAT DOES THE EWG Skin Deep database rating mean?

The ingredients we make are among the lowest rated (best!) on the EWG Skin Deep Database, ranking a 1 for squalane and a 1 for hemisqualane. All of our formulated products are also rated a 1, EWG VERIFIED™ and considered safe.

Sustainability and Safety Information
WHO IS BIOSSANCE AND WHY DO THEY CARE ABOUT SUSTAINABILITY?

Biossance is a brand of Amyris based on the most sustainable, dependable source of 100% plant-based squalane, derived from sugarcane. Using innovative biotechnology, we created a line of squalane-based products with clinically proven results that are safe for both people and the planet. We formulate with a No Compromise™ approach using rigorous ingredient selection guidelines and proudly blacklist over 2,000 ingredients commonly found in cosmetics due to safety and environmental concerns. Amyris is an integrated renewable products company that received early funding from the Bill & Melinda Gates Foundation to develop one of the world’s leading anti-malarial treatments. This affordable and sustainable cure has enabled the manufacture of 120 million treatments through October 2014, saving thousands of lives. At the core, Amyris is focused on creating renewable products that apply advanced science to deliver sustainable solutions for a growing world. Amyris is already working in many industries using our sugarcane-derived farnesene and converting it into replacements for petroleum and other ingredients derived from non-sustainable sources.

ARE YOUR PRODUCTS GMO?

The Brazilian sugarcane feedstock is non GMO. The end products, squalane and hemisqualane, while derived using biotechnology (as processing aids), do not contain any GMO materials. We avoid using GMO ingredients whenever possible.

WHAT CERTIFICATIONS AND SEALS OF APPROVALS DO YOUR PRODUCTS HAVE?
a.ECOCERT- approved i. Squalane and hemisqualane b. NPA – The Natural Seal i. Hemisqualane c. USDA 100% Biobased i. Squalane and hemisqualane d. EWG VERIFIED™ i. 100% Squalane Oil, Squalane + Vitamin C Rose Oil, Squalane + Peptide Eye Gel, Squalane + Probiotic Gel Moisturizer, and Squalane + Antioxidant Cleansing Oil e. Roundtable on Sustainable Biomaterials i. Amyris production facility in Brazil
ARE YOUR PRODUCTS ORGANIC?

Our squalane (which is a constituent of every single Biossance product) and hemisqualane are not certified organic. They are not organic because the sugarcane used in the process is not certified organic. From the research we’ve done, the sugarcane is produced by organic practices that could potentially be certified organic, we just haven’t pursued a 3rd party verification for the sugarcane we use. Although these ingredients are not certified organic, we carefully choose our ingredients to make sure they are safe for humans and the planet. Consumer perception of organic products is positive and utilizing them is a good thing to do for consumer health and the environment; however there are many other labels and certifications out there that demonstrate safety, sustainability, and environmentally-responsible claims that we feel are more important.

ARE YOUR PRODUCTS VEGAN OR ANIMAL-TESTED?

Biossance products do not contain animal ingredients or by-products and are not tested on animals.

ARE YOUR PRODUCTS GLUTEN FREE?

Although many of our products do not contain gluten, none of our products are certified gluten free. As always, we encourage customers who have serious allergies to consult a doctor or conduct a patch test before using any product.

ARE YOUR PRODUCTS SOY & NUT-FREE?

Although many of our products do not contain soy or nuts, none of our products are certified nut or soy free. As always, we encourage customers who have serious allergies to consult a doctor or conduct a patch test before using any product.

IS YOUR PACKAGING RECYCLABLE OR SUSTAINABLE?

We strive to use the most sustainable packaging options available for our formulations and continue to strive to improve as new technologies emerge. All of the main components of our primary packaging are recyclable and the outer cartons of all of our secondary packaging are made from sugarcane paperboard. This sugarcane paperboard material is made from 100% pure sugarcane bagasse and uses no bleaching chemicals or dyes. It’s also tree free, completely recyclable, and from a rapid renewable resource. We choose not to use any metallic inks or dyes in our process on the packaging as well, so the recyclability of components are not affected. We continue to investigate innovative sustainable packaging materials and designs and work with manufacturers who are leaders in reducing environmental impact.