Questions? Contact Us

 

OUR FAQ

Shipping:

Where do you ship to?

Prossence currently ships to all 50 states, Canada, Europe, Australia, New Zealand. You may experience longer delivery times when shipping outside of the US. We are working hard to bring Prossence around the world. Tag us @Prossence!

How long will my order take?

We are working closely with our carriers to ensure our Prossence products reach you as soon as possible. From ordering, our processing will take 1 to 2 business days. Then one of our carriers takes it from there. You'll get a shipment notification email with the tracking number as soon as your package ships.

How can I change my Shipping Address?

If your order is shipping to an incorrect address, please email: customerrelations@prossence.com.

I'm having problems with my tracking? 

Sorry about that! In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn't updating or working at all, please reach out to us! customerrelations@prossence.com

How much is my shipping?

We offer two shipping speeds:

 

Standard (5-7 business days)

Rush (2-3 business days)

 

Standard shipping is free when you spend $60 or more. Please allow 1 to 2 business days for us to receive and process your order. Please note, Rush Shipping is only available in the US.

Product:

What skin type do you need to use your product? 

Our products are perfect for all skin types: they have been lab and clinically tested. 

Are these products cruelty-free?

Prossence is committed to only having cruelty-free products! This means that we do not test on any animals during any stage of our development. We uphold this standard to any vendors or collaborators who choose to work with us. 

Can I sell your products on other websites?

We can only guarantee the authenticity of products purchased on prossence.com and through authorized partnerships and retailers. We're also not able to process returns or exchanges or otherwise assist with orders not placed through prossence.com or at our authorized partnerships.

Do your products contain any FDA-banned ingredients?

Our customer's safety and comfort are our number one priority. That is why we take considerable measures to ensure that all our ingredients are vented to ensure they are not banned, nor do they share any harmful properties. We also upkeep our standards for our vendors and collaborators. 

Is your product vegan?

All products are made with nonanimal byproducts to uphold our quality and make our customers worry-free. 

What is the expiration date of your products?

Because of the nature of the product, all of our products have an expiration of 2 years. 

What should you keep in mind when using?

For our neck mask:

 

Clean your neck with warm water and dry. Remove the neck mask from the package and apply it to the neck. Use the mask for 15 to 30 minutes. Remove the mask and gently massage the skin.

 

For Our Essence Nonalcoholic Sanitizer:

 

Pump and apply on your hand and let it dry for sticky-free and hydrating skin. You are now protected for 2 hours.

Customer FAQ

What makes us different than other companies? 

Our products reflect our beliefs that skincare should be practical and easy to use without losing quality or innovations. Our formulas are designed to enhance what you already have with confidence! We pride ourselves on providing you with the best and most innovative products without compromises.

When is our next product release?

Tune in to our Instagram @prossence and subscribe to get the latest updates. 

Can you help me with a product that I purchased from a third-party seller? 

Unfortunately, if it is not part of our authorized vendors or from our website, we cannot guarantee the product's authenticity. We are also unable to process the return or exchange of the product. Our products are on our website and Amazon.com. Be on the lookout for more vendors! 

Returns

What is your return policy?

All returns must be processed within 14 days of receiving the order. 

To place a return, please reach out to customerrelations@prossence.com 

Order number must be provided to put a return. You will be refunded in full by your original payment methods. 

How long does it take to process a return? 

Credit card refunds normally take 5-10 business days to appear on your statement. 

How can I cancel my order? 

Reach out to customerrelations@prossence.com, and we'll help you place your return. 

I canceled my order, but not sure if it went through?

Don't Worry- reach out to us, and we'll check on our end to make sure. 

Billing Questions

When will my Credit Card be charged? 

Your Credit Card will be charged when your order is accepted and placed.

What forms of payment do you accept?

Your Credit Card will be charged when your order is accepted and placed.

Can I remove my saved payment methods?

Of Course! You can make this change under your account page.

What happens if my card is declined?

If your payment did not go through: check with your card's billing details (i.e., security code, billing address)