Frequently Asked Questions
pH Balance Skincare Line
What makes pH Balance different from other skincare brands?
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.
Are your skincare products Fragrance-Free?
Yes, our Classic Collection is 100% free of fragrance.
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.
Are pH Balance skin care products non-comedogenic?
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!
What ingredients and practices do you avoid in your skin products?
All pH Balance Skincare products are free of parabens, sulfates, gluten, alcohol, mineral oil, comedogenic ingredients, sensitizing ingredients and animal testing.
Are your products cruelty free?
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.
Are pH Balance products paraben-free?
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.
Are pH Balance products sulfate-free?
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.
Are pH Balance products gluten-free?
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.
Are pH Balance products alcohol-free?
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.
Are pH Balance products hypoallergenic?
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.
Are pH Balance products non-irritating?
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!
Which pH Balance products can I use on my face and body?
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.
Which pH Balance products are good for various skin types?
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.
Are pH Balance Products safe for pregnancy?
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.
Product Specific
Where can I find the ingredient list for a particular product?
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.
Is the Hydrating Cleanser non-comedogenic?
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!
Can the Hydrating Cleanser be used after office procedures like microneedling and laser?
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
Where can I buy pH Balance products?
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.
Does pH Balance sell on Amazon?
Yes, as we want to make our products easily accessible.
Are samples of pH Balance products available?
Yes. We have them on our website.
Are pH Balance products available in small, travel-friendly sizes?
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.
Are the products available with a pump dispenser?
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, Hydrating Cleanser, Daily Balance Face Moisturizer, Recovery Cream
Does pH Balance Offer coupons?
We offer ongoing promotions that we post on our Instagram feed and send to our customers via emails, and SMS. 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.
Quality Control
Have the products changed?
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.
How long do your products last?
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.
General Questions
What hours do you operate?
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.
Do you have gift cards?
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.
How do I contact pH Balance Skincare?
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: 800-642-5206 during office hours.
When can I expect a response to my email?
During the week, we respond to emails within 24 hours. Any emails sent over the weekend will be answered the following Monday.
Where are pH Balance products made?
All pH Balance skin care products are made in the USA.
Ordering/Shipping/Delivery & Returns
How soon after I place an order will it be processed?
Any orders received outside our hours of operation will be processed the next business day.
What are your shipping options?
We use USPS for shipping our skin care products.
Do you ship to P.O. boxes?
Unfortunately, at this time our system does not support delivery to a P.O. box.
Where do you ship?
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.
How do I check my order status?
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.
How do I track my order?
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.
When will I get my order?
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.
How can I save on shipping?
We offer FREE PRIORITY SHIPPING for any orders over $75. (Not applicable on International orders)
What is Subscribe & Save?
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.
How do I sign up for Subscribe & Save?
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.
I entered the wrong address, what should I do?
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.
Delivery issues?
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.
Affiliate Program
How do I sign up for the pH Balance Skincare affiliate program?
Please follow the affiliate signup link located in the footer section.
What do I do once I have signed up?
Once you have signed up you will receive an email explaining the process. You will be assigned your own unique affiliate link to use.
What do I do with my affiliate link?
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.
What other perks do I get with the affiliate program?
Aside from a commission, you will receive exclusive pricing for an item every month to use as a promotional product.
Will the individual I refer receive a discount on their purchase?
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.