FREQUENTLY ASKED QUESTIONS
ACCOUNT INFORMATION
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.
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.
Go to the bottom of the "Account Information" section and click on "Unsubscribe".
THE CLEAN CREW™
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.
View our full list of FAQs about The Clean Crew™ here.
You can join The Clean Crew™ here.
AUTO REPLENISHMENT PROGRAM
1. Go to Manage Your Subscriptions Page
2. Click “Manage” for the order you want to skip delivery for.
3. Click “Upcoming Orders”, Click “Skip Order”.
1. Go to Manage Your Subscriptions Page
2. 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.
1. Go to Manage Your Subscriptions Page
2. Click “Frequency”, then change your desirable delivery frequency.
1. Go to Manage Your Subscriptions Page
2. Click “Manage”. Click “Product (Qty)”. Change quantity.
1. Go to Manage Your Subscriptions Page
2. Click “Manage”. Click “View/Update Card”. Update your credit card information.
1. Go to Manage Your Subscriptions Page
2. Click “Manage”. Click “Cancel Order”.
PRIVACY POLICY
Biossance Privacy Policy can be read here: Privacy Policy
TERMS OF SERVICE
Biossance Terms of Service can be read here: Terms of Service
NEED HELP?
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 (412) 494-8100 or via email at hello@sclsupply.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.
ORDERS
FULFILLMENT DELAYS 1/16/22 - 1/28/22
Biossance offers FREE US Shipping on any order. No promotion code is required.
The warehouse is currently processing their year-end inventory, which will cause fulfillment delays from January 16, 2022 - January 28, 2022.
Estimated Processing and Shipping Times during this inventory timeframe:
- Standard Shipping ONLY - Expected order processing within 7-10 business days.
- 2-Day shipping services are not available during this time, including Clean Crew VIP 2-Day Shipping
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.
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.
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.We encourage you to print or save the Thank You page and Order Confirmation email for your records.
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.
Unfortunately, we're unable to cancel or change an order once it's submitted.
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.
Unfortunately, we're unable to modify or change an order once it's submitted.
Unfortunately, we're unable to cancel or change an order once it's submitted.
PROMO CODE FAQS
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.
Promotional codes can not be combined or stacked on an order.
Your promotional code can be added to the "Promotional Code" field in your cart.
Then select "Apply."
E-GIFT CARDS
Your eGift card can be added to the "Promotional Code" field in your cart.
Then select "Apply."
- Your Biossance E-Gift Card may be used to purchase any merchandise on-line at Biossance.com.
- Purchase or use of Biossance E-Gift Cards constitutes acceptance of all terms and conditions.
- Treat and safeguard your Biossance E-Gift Card like cash. Biossance is not responsible for lost or stolen e-gift cards.
- When you make a purchase with your Biossance E-Gift Card number, the value of your purchase plus any shipping/handling fees and sales tax, if applicable, will be automatically deducted from your E-Gift Card number balance.
- If the value of your Biossance E-Gift Card is greater than the amount of your total purchase, you will be able to use the remaining balance for future purchases, subject to these terms and conditions. If the value of your Biossance E-Gift Card is less than the amount of your total purchase, you must use a credit card or other payment method available at Biossance.com in order to complete your purchase.
- The Biossance E-Gift Cards are non-refundable, are not redeemable for cash, cannot be replaced if lost, stolen or destroyed and cannot be resold or transferred for value, except where required by law.
- Once a Biossance E-Gift Card is activated it is not transferable to anyone else.
- The Biossance E-Gift Cards do not have activation charges, or service fees.
- Biossance reserves the right to close customer accounts and request alternative forms of payment if a fraudulently obtained Biossance E-Gift Card is redeemed on purchases through Biossance.com.
- If you return merchandise originally purchased with a Biossance E-Gift Card, any refund will be issued in the form of Biossance store balance, which may be used online at Biossance.com.
- The Biossance E-Gift Cards cannot be used to purchase other gift cards.
- Promotions and other special offers may not be used to purchase Gift Cards.
- Any merchandise purchased with a Biossance E-Gift Card is subject to the Biossance return policies.
- Biossance E-Gift Card are only available in pre-set denominations. Biossance does not offer custom e-gift card value at this time.
- Your Biossance E-Gift Card never expires.
PAYMENTS
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.
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.
NEED HELP?
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.
SHIPPING
Biossance offers FREE US Shipping on any order. No promotion code is required.
The warehouse is currently processing their year-end inventory, which will cause fulfillment delays from January 16, 2022 - January 28, 2022.
Estimated Processing and Shipping Times during this inventory timeframe:
- Standard Shipping ONLY - Expected order processing within 7-10 business days.
- 2-Day shipping services are not available during this time, including Clean Crew VIP 2-Day Shipping
Yes, at this time, we ship internationally to Canada, United Kingdom and Europe.
Biossance.com offers free standard shipping for orders $50 and above. 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.
- Standard Shipping: International orders typically arrive 6-14 business days after they are shipped.
- Express Shipping: International orders typically arrive 2-5 business days after they are shipped.
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:
- Orders are usually packed and ready to ship 1-2 business days after the order is placed
- A “business day” is considered to be Monday through Friday, excluding holidays
- Please allow 24 to 48 hours for tracking information to update once you receive a tracking number
- All prices are quoted in the US Dollar currency
- Duties and taxes vary by country/region of destination and will be determined during checkout
- Shipping, duties, taxes, and applicable fees are nonrefundable for undeliverable or refused shipments
- International orders cannot be shipped to a APO/FPO or P.O. Box addresses
- International orders totals cannot exceed $500
- If you have additional questions, please contact customer support
https://sclsupply.com/ ships to domestic PO Boxes. All shipments must be sent standard shipping via USPS.
https://sclsupply.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.
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.
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.
RETURNS
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.
- To initiate a return, visit our Return Portal here.
- Enter your order number and email used on the purchase to start the returns request.
- Select your items, reason, shipping method and click "Confirm"
- At Confirmation step, you will be able to print shipping label and you will also receive an email with label and full instructions.
If you are having any trouble or have any further questions, please contact Customer Service at customerservice@biossance.com. If the return has not been approved through Customer Service, the return will not be accepted. Please return the product within 10 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. When the product is returned to our facility, it may take 10-14 days to process your return. After your return is processed, you will receive a refund confirmation email.
Only items purchased on Biossance.com may be returned or exchanged. Currently, Biossance products are sold exclusively at Biossance.com and Sephora Stores and websites. Biossance does not have any other authorized resellers or distributors in the United States or abroad. Products purchased through Biossance.com may not be returned or exchanged at any retail location.
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.
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.
NEED HELP?
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.
CONTACT US
The SCL SUPPLY 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 (412) 494-8100 or via email at hello@sclsupply.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.