Question 1

UPDATE OR FORGOTTEN PASSWORD

Accepted Answer

If you want to change your password, or have forgotten it, go to 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.

Question 2

UPDATING YOUR SHIPPING ADDRESS

Accepted Answer

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.

Question 3

HOW DO I OPT OUT OF RECEIVING EMAILS?

Accepted Answer

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

Question 4

BIOSSANCE LOYALTY PROGRAM, THE CLEAN CREW™

Accepted Answer

Biossance Clean Crew Rewards is a free program designed to reward loyal Biossance customers like you. In the Clean Crew™, your purchase earns you points you can redeem for Clean Cash, plus other exclusive rewards and offers. Visit our Clean Crew page to check out the benefits, FAQs, and join the crew.

Question 5

THE CLEAN CREW™ FAQs

Accepted Answer

View our full list of FAQs about The Clean Crew™ here.

Question 6

JOIN THE CLEAN CREW™

Accepted Answer

You can join The Clean Crew™ here.

Question 7

HOW DO I SKIP MY NEXT DELIVERY?

Accepted Answer

1. Go to Manage Your Subscriptions Page2. Click “Manage” for the order you want to skip delivery for.3. Click “Upcoming Orders”, Click “Skip Order”.

Question 8

HOW DO I CHANGE MY SUBSCRIPTION DELIVERY DAY?

Accepted Answer

1. Go to Manage Your Subscriptions Page2. Click “Manage”. Click “Change Upcoming Order Date”.3. By selecting a new date, you will be scheduling your next order for that date. Updating this will change the shipping date for all future orders. Delivery date must be changed up to 72 hours prior to next shipment date.

Question 9

HOW DO I CHANGE MY SUBSCRIPTION DELIVERY FREQUENCY?

Accepted Answer

1. Go to Manage Your Subscriptions Page2. Click “Frequency”, then change your desirable delivery frequency.

Question 10

HOW TO CHANGE MY SUBSCRIPTION DELIVERY QUANTITY?

Accepted Answer

1. Go to Manage Your Subscriptions Page2. Click “Manage”. Click “Product (Qty)”. Change quantity.

Question 11

HOW TO CHANGE MY SUBSCRIPTION PAYMENT METHOD?

Accepted Answer

1. Go to Manage Your Subscriptions Page2. Click “Manage”. Click “View/Update Card”. Update your credit card information.

Question 12

HOW TO CANCEL MY SUBSCRIPTION?

Accepted Answer

1. Go to Manage Your Subscriptions Page2. Click “Manage”. Click “Cancel Order”.

Question 13

BIOSSANCE PRIVACY POLICY

Accepted Answer

Biossance Privacy Policy can be read here: Privacy Policy

Question 14

BIOSSANCE TERMS OF SERVICE

Accepted Answer

Biossance Terms of Service can be read here: Terms of Service

Question 15

CUSTOMER CARE

Accepted Answer

The Biossance Customer Care Team is ready to assist you. Customer Care hours of operation are Monday-Friday 9:00 am - 5:00 pm PST, closed Holidays.Feel free to contact us by phone at (855) 747-2229 or via email at customercare@Biossance.com. We will respond to your email within 24 hours on weekdays. Emails sent over the weekend will receive a response on the next business day.

Question 16

PLACING AN ORDER

Accepted Answer

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.

Question 17

HOW DO I REVIEW MY ORDER?

Accepted Answer

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.

Question 18

WHAT SHOULD I EXPECT AFTER I HAVE COMPLETED MY ORDER?

Accepted Answer

Once your order has been successfully submitted, you will automatically receive a confirmation email that includes your order number. Your order will then be reviewed, and after payment has been confirmed, it will be prepared with a shipping label. Once your order has been fulfilled by our warehouse, you will then receive another email with your shipping confirmation and tracking information. We encourage you to print or save the Thank You page and Order Confirmation email for your records.

Question 19

WHAT IF MY SHIPPING ADDRESS WAS ENTERED INCORRECTLY?

Accepted Answer

It is the customer's sole and exclusive responsibility to provide the correct mailing address.  Please review and confirm your shipping address is accurate and complete prior to finalizing your order.  Biossance will deliver your purchases to the address provided based on your exact shipping instructions. Biossance expressly disclaims all responsibility for shipments to addresses incorrectly entered at the time of checkout.  Be sure to review any pre-populated addresses in your express checkout platforms as they may be connected to an incorrect address.  No refunds will be provided if any part of the address is incorrect.  If you discover an incorrect address after purchase, Biossance recommends contacting your carrier directly once you have your tracking information to intercept, reroute or pick-up held packages.

Question 20

DO YOU CHARGE SALES TAX?

Accepted Answer

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.

Question 21

CAN I MODIFY THE CONTENTS OF MY ORDER?

Accepted Answer

When you place an order on Biossance.com, we begin processing the order immediately to make sure you get your delivery as speedily as possible.Unfortunately, we're unable to modify or change an order once it's submitted.

Question 22

CAN I CANCEL MY ORDER?

Accepted Answer

When you place an order on Biossance.com, we begin processing the order immediately to make sure you get your delivery as speedily as possible.Unfortunately, we're unable to cancel or change an order once it's submitted.

Question 23

HOW DO I KNOW THAT MY ORDER HAS SHIPPED?

Accepted Answer

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.

Question 24

DO YOU PRICE MATCH?

Accepted Answer

We are happy to price match eligible orders placed within 48 hours of a new promotion. Please note, we do not take sales tax into consideration for price match purposes.

Question 25

DO I HAVE TO SIGN FOR MY PACKAGE?

Accepted Answer

To protect your delivery, US orders $200+ will require a signature at delivery.

Question 26

CAN I RESELL BIOSSANCE PRODUCTS?

Accepted Answer

Per our terms of service, any products, free samples or gifts Biossance may provide to you are for your personal use only. You may not sell or resell any products you purchase or otherwise receive from Biossance. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

Question 27

USING A PROMOTIONAL CODE

Accepted Answer

Promotional offers are subjected to change and end at the discretion of Biossance, are nontransferable and not valid on previous purchases, sample kits, bundles, select sets and kits, purchases of gift cards, taxes, or shipping & handling charges, unless specifically noted. Offer are valid only on this Store. Biossance in its sole discretion may refuse to redeem any promotion code or offer that it believes in good faith to be fraudulently or improperly obtained and/or that has not been redeemed by the intended recipient of the promotion code or offer. Biossance in its sole discretion reserves the right to invalidate and/or not honor promotion codes or offers that are obtained through any party other than Biossance, including, but not limited to, through third party sites. Promo codes are one use per customer, unless otherwise noted.

Question 28

CAN I USE MULTIPLE PROMO CODES IN A SINGLE PURCHASE?

Accepted Answer

Promotional codes can not be combined or stacked on an order.

Question 29

WHERE DO I ENTER MY PROMOTIONAL CODE?

Accepted Answer

Your promotional code can be added to the  "Promotional Code " field in your cart.Then select  "Apply. "

Question 30

HOW DO I APPLY A GIFT CARD TO MY ORDER?

Accepted Answer

Your eGift card can be added to the  "Promotional Code " field in your cart.Then select  "Apply. "

Question 31

WHAT PAYMENT METHODS DO YOU ACCEPT?

Accepted Answer

We currently accept Visa, MasterCard, American Express, Discover Card, and Diner's Club, Amazon Pay, Apple Pay, PayPal, ShopPay and Afterpay. 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.

Question 32

WHY WAS MY CREDIT CARD DECLINED?

Accepted Answer

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.

Question 33

CUSTOMER CARE

Accepted Answer

The Biossance Customer Care Team is ready to assist you. Customer Care hours of operation are Monday-Friday 9:00 am - 5:00 pm PST, closed Holidays.Feel free to contact us by phone at 1-844-688-5885 or via email at customercare@Biossance.com. We will respond to your email within 24 hours on weekdays. Emails sent over the weekend will receive a response on the next business day.

Question 34

SHIPPING COST AND TIME

Accepted Answer

Biossance offers FREE US Shipping on any order, no promotion code is required.Free domestic 2-day shipping is offered to VIPs when available on orders $50+, before tax & shipping, after any promotional discount is applied.2-Day and Overnight shipping services are not available for shipments to APO/FPO/DPO, P.O. BOX destinations, U.S. Territories and some locations in Alaska and Hawaii.Estimated Shipping Times:- Free USPS Shipping on any order - $0.00 on all orders- FedEx 2day - $14.00 (2 days)

Question 35

TRACK YOUR ORDER

Accepted Answer

With your order number and the email address you used to place your order, you can track your order straight from the website: Order Tracking.

Question 36

WHAT IF MY SHIPPING ADDRESS WAS ENTERED INCORRECTLY?

Accepted Answer

It is the customer's sole and exclusive responsibility to provide the correct mailing address.  Please review and confirm your shipping address is accurate and complete prior to finalizing your order.  Biossance will deliver your purchases to the address provided based on your exact shipping instructions. Biossance expressly disclaims all responsibility for shipments to addresses incorrectly entered at the time of checkout.  Be sure to review any pre-populated addresses in your express checkout platforms as they may be connected to an incorrect address.  No refunds will be provided if any part of the address is incorrect.  If you discover an incorrect address after purchase, Biossance recommends contacting your carrier directly once you have your tracking information to intercept, reroute or pick-up held packages.

Question 37

DOES BIOSSANCE SHIP TO TEMPORARY ADDRESSES?

Accepted Answer

In the event that you are having your Biossance shipment delivered to a temporary address, please note the order fulfillment time and quoted shipping time given before finalizing your order.Please choose the appropriate shipping method in order to receive the package before leaving the temporary address.Biossance is not responsible for deliveries made after leaving the temporary address.

Question 38

DOES BIOSSANCE SHIP INTERNATIONALLY?

Accepted Answer

Yes, at this time, we ship internationally to Canada, United Kingdom and Europe.Biossance.com offers free standard shipping for orders $150 and above (before sales tax and duties if applicable). Where available, you will be able to select your preferred shipping method at checkout. Shipping costs are calculated based on the size, weight and destination country/region of your package once you begin the checkout process. For your convenience, the shipping costs provided include all import duties, taxes and applicable fees. In a few instances, we may ask you to pay duties and taxes upon delivery.All orders ship Monday through Friday, excluding federal holidays within the United States. 1. Are you shipping to my country?Biossance.com currently accepts orders from the following locations: Canada, United Kingdom, and Europe (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland). 2. Are there products with restrictions to ship internationally?Due to hazmat and ingredient restrictions, some products cannot be shipped outside of the contiguous U.S. Additional information on shipping restrictions can be found on the product page. For your convenience, a warning note will be prompted at checkout and you will be asked to please remove any restricted items from your bag in order to proceed with checkout. 3. How much do I pay for shipping?The cost for shipping your order depends on your address, and the service level you choose for shipping (Express or Standard). Our commitment to you is that we are 100% transparent with the shipping cost at checkout, keeping it as low as possible and through our logistics partner select the best and most reliable carriers available to ensure your order arrives on time. 4. Why and how do I pay duties and taxes?All landed costs (duties, taxes and fees) are collected on imports by your country's customs authorities. The order value, shipping charges, types of commodities and their value, country of manufacture and trade agreements dictate the import duties, taxes and fees levied by your country.The duties and taxes are mandatory and must be paid at checkout when you place your order. This way you not only see the total cost upfront before placing the order, but you also won't have to pay again when the parcel is delivered to you. In a few instances, we may ask you to pay duties and taxes upon delivery. 5. What shipping service levels do you offer?Biossance.com offers both Express and Standard shipping, and at checkout you can choose which one you prefer. 6. How long will it take for my order to arrive?The delivery time varies depending on the carrier, the service level and your address.Please note delivery times may take longer due to local customs clearance processes and inspections. Once the order has shipped, the tracking page will have an estimated delivery date that will be updated as your shipment progresses.  7. How do I track my order?Biossance.com provides you a tracking number and link when your order is being fulfilled which typically happens within 24 hours to 2 business days after you place your order (for orders placed over the weekend or during holidays it may take a bit longer). You can track the status of your order through this tracking number and link where updates are posted as your parcel is in transit and delivered to you. 8. What are landed costs?Duties, taxes (tariffs) and fees are assessed by your local government as a source of revenue for ecommerce purchases. They are similar to taxes you pay upon purchasing a product in a local store within your own country. We fully guarantee the duties, taxes and import fees presented at checkout. If you pay duties and taxes at checkout your order will be expedited at customs and you will not be charged any additional fees upon delivery.Please Note:

Question 39

DOES BIOSSANCE SHIP TO PO BOXES?

Accepted Answer

BIOSSANCE.com ships to domestic PO Boxes. All shipments must be sent standard shipping via USPS.

Question 40

DOES BIOSSANCE SHIP TO MILITARY ADDRESSES?

Accepted Answer

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.

Question 41

DOES BIOSSANCE SHIP TO FREIGHT FORWARDERS?

Accepted Answer

Biossance does not ship to known freight forwarders. Any orders placed shipping to a suspected freight forwarder will be cancelled.

Question 42

TROUBLE ENTERING SHIPPING ADDRESS AT CHECKOUT

Accepted Answer

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.

Question 43

WHAT IF MY PACKAGE IS MARKED DELIVERED, BUT I DIDN'T RECEIVE IT?

Accepted Answer

If your package is marked delivered and it still hasn't been received after 4 business days, please reach out to our customer care team at customercare@biossance.com and we'll discuss next steps from there.Any eligible resends will have Signature Required added to ensure correct delivery. No further resends or refunds will be given after second shipping attempt.If your order is over $200 and is showing as being signed for, please contact FedEx to initiate a claim.Sign in or sign up for a free account to manage your FedEx deliveries here:https://www.fedex.com/en-us/delivery-manager.htmlBiossance is not responsible for lost, stolen or damaged shipments.

Question 44

RETURNS

Accepted Answer

If you are not completely satisfied with your Biossance purchase for any reason, you are able to return it for a refund within 60 days from ship date. All returns will be refunded to the credit card that was used to process the order. The amount of your international refund depends on the exchange rate. When we refund you, the amount you get back reflects the exchange rate on the day we issue the refund. Exchange rates change every day so the amount you get back won't match what you paid.

Question 45

CAN I RETURN ITEMS I PURCHASED FROM SEPHORA OR AMAZON WITH BIOSSANCE.COM?

Accepted Answer

All items purchased from Sephora or Amazon will need to be returned or exchanged with Sephora or Amazon.Please refer to Sephora or Amazon directly for more information.

Question 46

WHERE DO I FIND THE PRODUCT LOT NUMBER?

Accepted Answer

Biossance jars and bottles typically have the 6 digit lot number printed on the bottom of the product.Biossance tubes, like the sunscreen or lip balm, typically have the 6 digit lot number printed on the seam of the tube.

Question 47

WHAT IF AN ITEM IN MY ORDER ARRIVES DAMAGED?

Accepted Answer

If you receive a damaged item, please contact our Customer Care team at customercare@biossance.com to request a replacement or a refund. To best assist, we require pictures of both the damaged product and shipping parcel. Please report any damages or missing items within 3 business days of delivery.

Question 48

CUSTOMER CARE

Accepted Answer

The Biossance Customer Care Team is ready to assist you. Customer Care hours of operation are Monday-Friday 9:00 am - 5:00 pm PST, closed Holidays.Feel free to contact us by phone at 1-844-688-5885 or via email at customercare@Biossance.com. We will respond to your email within 24 hours on weekdays. Emails sent over the weekend will receive a response on the next business day.

Question 49

HOW DO I GET MY $25 OFF AND WELCOME GIFT FOR JOINING THE CLEAN CREW?

Accepted Answer

Thank you for joining the Clean Crew! You should receive an email within 24-48 hours with your unique code for $25 off a qualifying order of $100+ and 7- piece welcome gift.  Enter code at checkout in the promo box to apply welcome code to your order.*One code per user. Please note, sample kits do not count towards $100 threshold.

Question 50

WHAT IS BIOSSANCE CLEAN CREW?

Accepted Answer

Biossance Clean Crew Rewards is a free program designed to reward loyal Biossance customers like you.Clean Crew Rewards allows you to earn points for every purchase on Biossance.com, and these points may be redeemed for gift cards, products and even virtual experiences. Rewards we offer can change at any time, so check back to see the latest!

Question 51

CAN I HAVE MULTIPLE ACCOUNTS?

Accepted Answer

The Clean Crew Program is available to Biossance account holders for their personal use only, and is limited to one account using a single address per individual.This program may not be used for any business or commercial purpose.

Question 52

WHEN DO VIPS GET THE EARTH DAY AND WORLD OCEAN'S DAY ANNUAL GIFT?

Accepted Answer

The Earth Day gift will be announced on Earth Day (April 22). Please check your Earth Day email for details. The World Ocean's Day gift will also be announced through email on World Ocean's Day, June 8.

Question 53

WHEN CAN I REDEEM MY FREE FULL-SIZED ITEM FOR BEING A VIP?

Accepted Answer

We are excited to offer one free, full-sized item each year to our cherished VIPs.  The free item will will be loaded as a reward into VIP accounts on April 1st, and will be redeemable through the month. If you became a VIP after this period, your next redemption will be available in April 2023. Updates will be made through email and social posts to alert VIPs of this reward.

Question 54

WHO CAN JOIN?

Accepted Answer

All are welcome to join the Biossance Clean Crew Rewards Program! By creating an account at Biossance.com, you are automatically enrolled in the program as an Insider.

Question 55

HOW DO I EARN POINTS?

Accepted Answer

You'll already earn points as you create an account. After that, you can also earn points by making purchases, signing up for our newsletter emails, and providing your birthday. To see all the ways you can earn points click here.

Question 56

CAN I EARN POINTS ON PAST PURCHASES?

Accepted Answer

Past purchases, prior to the Clean Crew launch on 10/13/20, are not eligible for points, but all future purchases are! Start getting rewarded now.

Question 57

CAN I EARN BIOSSANCE REWARDS POINTS IF I PURCHASE BIOSSANCE PRODUCTS FROM ANOTHER SITE OR RETAIL STORE?

Accepted Answer

At this time, the Biossance Clean Crew rewards program is awarding points *exclusively* for Biossance.com purchases.

Question 58

ONCE I BECOME A VIP, HOW LONG DO I REMAIN AT THIS TIER?

Accepted Answer

Anyone joining the Clean Crew program automatically becomes an Insider. This is the base tier, and it  does not expire. Once Insiders have spent $300 in a 12-month period, they then become VIP.  In order to maintain VIP status, you need to spend an additional $300 in a 12-month timeframe. For example, If you spend $300 and make VIP status on 7/1/22, your VIP status would expire on 7/1/23 if you have not spent an additional $300 during this time. Only purchases made at biossance.com count towards Clean Crew program.

Question 59

DO MY POINTS EVER EXPIRE?

Accepted Answer

Points are valid for 12 months from the date of the last qualifying purchase. Each qualifying purchase will automatically extend the expiration date of all unused points in the client's Loyalty account for 12 months from the month of the qualifying purchase. If the account has no qualifying purchase activity within a 12-month period, all points in the account will expire.

Question 60

Can I combine my points from multiple accounts into a single account?

Accepted Answer

Yes! If you have more than one Biossance account, please email your account credentials to customercare@biossance.com and note which account you'd like to keep. We'll take care of it from there!

Question 61

What happens to my points when I return items?

Accepted Answer

Your points balance will show a reduction equal to the points earned on the product purchase, including bonus points. For an exchange of equal value, the points balance will remain unchanged. It is possible your account could have a negative balance after merchandise is returned.

Question 62

Will the 10% VIP discount always apply?

Accepted Answer

The 10% discount for VIPs is not applicable during sitewide sales, on new launch products, mystery bags, previous purchases, sample kits, select discounted sets, kits, bundles, gift wrapping, gift bags, taxes, or shipping & handling charges.

Question 63

Is free 2-day shipping for VIPs always offered?

Accepted Answer

Free 2-day shipping is a perk that we offer to our VIPs on orders of $50 and up (excluding taxes).Please note that on occasion, such as periods of very high volume, this offer may be temporarily paused.When 2-day shipping is available, it will be offered at checkout.

Question 64

What do the statuses 'approved', 'pending' and 'cancelled' mean?

Accepted Answer

These statuses can be found under your Account Activity section . - Approved: These points can be redeemed on rewards immediately. - Pending: These points are need to be verified before you can redeem them. This typically applies to purchases. - Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled).

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