Biossance Customer Service — Complete Professional Guide

Overview and Service Philosophy

Biossance, founded in 2016 and known for its sustainable squalane-based skincare, operates customer service with a focus on transparency, traceability and regulatory compliance. The brand emphasizes ingredient education, clinical efficacy, and ethical sourcing, and this ethos extends into service promises: clear return windows, documented ingredient sourcing on product pages, and customer communications that reference batch codes and expiry where relevant.

From a practical standpoint, the customer service organization handles retail, e‑commerce and wholesale inquiries, and coordinates with third‑party retailers (Sephora, Ulta, Credo, and major department stores) to ensure consistent post‑purchase support. For the consumer, this means primary resolution pathways (online contact form, email, and live chat) for order changes, refunds and ingredient questions, with escalation routes into quality assurance for suspected product defects or adverse reactions.

Contact Channels and Response Times

Biossance’s official hub is https://www.biossance.com, where the “Contact Us” page and live chat widget are the starting points for customer inquiries. Typical published response targets are 24–48 business hours for email/contact form and immediate responses via live chat during staffed hours. Industry practice for brands of similar size is to staff live chat Monday–Friday 9:00–17:00 PT; expect email turnaround of 1–3 business days, and longer for escalations requiring QA or regulatory review.

For time‑sensitive issues (shipping delays, wrong SKU shipped), customers should use live chat first; for medical/adverse reaction reports, submit details by email and request escalation to Regulatory/QA so that lot numbers and photos can be obtained. Biossance also maintains active support on social channels (Instagram and Twitter) for general guidance, but order changes and refunds are processed only through the website or official email channels to preserve records and privacy.

Key Contact Checklist

• Official website: https://www.biossance.com — primary contact form and order management.
• Live chat: accessible from the site during staffed hours (typical response: immediate to 10 minutes).
• Email: use the website form or the support address shown on order confirmations; expect 24–72 hour response for non‑urgent issues.
• Retail partner issues (Sephora, Ulta, Credo): contact the retailer directly for in‑store returns and exchanges; Biossance supports but does not control retailer policy.

Returns, Refunds and Warranty

Biossance’s standard return policy for direct purchases typically permits returns within 30 days of delivery for a full refund, provided products are returned unopened or in resalable condition. Opened‑product returns may be accepted under certain circumstances (e.g., allergic reaction, defective product) when supported by photos and an RA (return authorization) number; expect an initial eligibility review to be completed within 2–5 business days.

Refunds are normally processed to the original payment method within 7–14 business days after the returned item is received and inspected; credit card processors sometimes take an additional 3–5 business days to post the credit. Exchanges are subject to stock availability; if a product is out of stock, a refund or store credit will be issued. For confirmed defective product reports, QA escalation often includes a replacement shipment at no cost and submission of the defective lot back to the manufacturer for investigation.

Returns — Practical Checklist

• Initiate return within 30 days via the website; request an RA number and follow packing instructions to avoid restocking fees.
• Include order number, SKU, lot number (if available), photos of the product and packaging, and reason for return (allergy, wrong item, damaged, etc.).
• Retain proof of shipment; refunds are processed after inspection (expect 7–14 business days processing time).

Shipping, International Orders and Duties

Domestic standard shipping within the U.S. commonly falls in the 3–7 business day range for ground services; expedited options (1–3 business days) are typically available at checkout for an additional fee. Brands like Biossance often offer free domestic shipping thresholds (examples: free shipping over $50–$75), though thresholds can change seasonally—check the checkout page for current promotions and exact thresholds.

For international orders, transit times vary widely: typical international transit is 7–21 business days depending on carrier and customs clearance. Customers are usually responsible for local import taxes, VAT and customs duties; many e‑commerce platforms provide an estimated duties calculator at checkout or offer DDP (Delivered Duty Paid) for some territories for a flat fee. Delays due to customs can add 3–10 business days beyond carrier transit estimates.

Subscriptions, Promotions and Order Management

Biossance offers subscription (auto‑replenishment) options for frequently purchased SKUs. Subscription benefits commonly include a 10–15% discount and free or reduced shipping; customers can manage, skip, or cancel upcoming shipments from their online account. Changes to an upcoming subscription cycle typically must be made 24–48 hours before the scheduled shipment date to take effect.

Promotional codes and sample availability are handled at checkout and are subject to terms (one coupon per order, exclusions apply). For bundled or promotional orders, returns are applied to the adjusted order total; if a promotion required a minimum spend (e.g., “free gift over $75”), returning items that drop the order below that threshold may result in the promotional item being deducted from the refund or requested to be returned as well.

Handling Problems: Lost Packages, Allergic Reactions and Escalations

For lost or delayed shipments, confirm tracking with the carrier and submit a ticket via the website with the order number and tracking info. Carriers typically declare packages lost after 7–14 days of stagnation; Biossance will open claims with the carrier and coordinate reshipment or refund depending on claim outcomes. Keep photos of the shipping box and outer packaging if damage is present—carriers and insurers often require visual evidence.

In case of an adverse reaction, stop using the product and seek medical advice. Submit a report to customer service including photos, lot code, purchase date and a description of the reaction; Biossance’s Regulatory/QA team will log the complaint, may request the product for testing, and will advise on next steps. Serious safety events are escalated for regulatory reporting and require additional documentation (medical records or physician statements) to complete formal investigations.

Was Biossance bought out?

THG is acquiring Biossance from US biotechnology group Amyris Inc., which recently commenced voluntary Chapter 11 proceedings. An auction was held on 30 November 2023 with THG declared as the successful bidder for assets including IP, plus inventory and debtors with a book value of $29m .

Is Biossance a good company?

If you’re interested in trying clean skin care, Biossance is a solid brand to test out because of its commitment to research, science, sustainability efforts, and giving back to worthy causes. The products are well loved, and recommended by leading beauty publications and dermatologists alike.

Where is Biossance manufactured in the USA?

Biossance General Information
Manufacturer of beauty and skincare products based in Emeryville, California.

What is the return policy for Biossance?

Our returns policy is simple! If you are not completely satisfied with your Biossance purchase, you are able to return it for a refund within 30 days from ship date. We are unable to accommodate exchanges at this time. Please note, e-gift cards, gift sets and accessories are final sale and not returnable.

Does Reese Witherspoon really use Biossance?

There are plenty of options on the market, but Biossance’s top-selling oil stands out for its clean, cruelty-free ingredients and impressive celebrity backing. Witherspoon, who uses the oil nightly after she cleanses, mists and moisturizes, is also Biossance’s global brand ambassador.

What is going on with Biossance?

THG’s acquisition of Biossance is a signal to the community as a whole that THG is going to refocus and reset their beauty business. We are all hoping that they will revive their previous reputation of being a partner to brands leading innovation and evolving the space.