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Customer Service

Shipping & Delivery
Most orders are sent Standard Ground Shipping via UPS or the United States Postal Service (USPS). For faster delivery of most items, you can upgrade your shipping, for an additional fee, to 2nd-Day Air or Overnight Air (where available). To upgrade your shipping, just click on 2nd-Day Air or Overnight Air when you place your order.


Privacy & Security
ProvenanceSkin helps fight potential security threats with a technology called Secure Sockets Layer (SSL). SSL verifies that the party receiving your information is who it claims to be. This technology also encrypts your information before it is sent to us, making it virtually impossible for anyone other than ProvenanceSkin to read it. When in your shopping cart, or other pages containing personal information, a lock or key symbol will appear somewhere near the bottom of your browser window - indicating that SSL encryption is activated. Additionally, the "http" in the web address will also be replaced by "https" - where the "s" indicates security. We use a web technology called “cookies” to identify your computer and your preferences when you visit Provenanceskin.com to make for an easier, more tailored shopping experience. Cookies do not contain any personally identifiable information such as your name, address or financial information. Provenanceskin.com simply places a unique user ID on your cookie, which allows us to access information that will improve your shopping experience - such as holding items in your shopping cart. We may also use cookies to track traffic to different parts of the website in order to make improvements and optimize your shopping experience. If you do not wish to have our cookie on your system, you can set your browser preferences to refuse them. In order to disable cookies, please consult your browser's help section for instructions. Keep in mind that if you disable cookies, your functionality on ProvenanceSkin.com as well as other sites may be limited.


Referrals
Please let us know when you refer a friend, co-worker or relative. If we receive your referral prior to their order, we will be happy to send you a discount coupon good for your next purchase. Referrals can be emailed to referrals@provenanceskin.com


Returns and Replacements
We are committed to offering our Customers the finest cosmetic products available. If you feel the products you received from our Online Store do not meet this expectation, simply return the unused portion within 30 days and we will be happy to replace the product or refund your account for the full amount of the purchase. If you wish to return an item(s) from your order, please fill out the "Return Section" of the invoice (the invoice is enclosed in your original order) and place it inside the return package along with the item(s) you wish to return. Please pack the contents carefully to avoid damage and retain a copy of the invoice for your records. If you are returning an item(s) received as a gift, please check the box marked "Gift Return" on the back of the invoice. To protect you from package loss and to ensure prompt delivery, we recommend shipping your return package via UPS or insured Parcel Post via the USPS. Please retain receipts and tracking information for your records.


Ship to our address:

ProvenanceSkin Returns

110 Marty Way

Knoxville, TN 37919




Regrettably, return shipping and handling charges are not refundable.

In the case of damaged items, please refer to the Damaged Items section below.



Damaged Items
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at customerservice@provenanceskin.com. Please provide the order number along with your email address and phone number for fastest service. To ensure prompt resolution, you must retain the shipping box, packing materials and the damaged items for inspection by the carrier.



Your return will be processed promptly upon its arrival.


Ordering
Temporarily Out of Stock/Backordered Items If an item selected is temporarily out of stock at the time of your order, you will be notified via Email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. Please be assured that you will not be charged for any item until it is shipped. If for any reason you wish to cancel a backordered item, please contact us at customerservice@provenanceskin.com and we will be happy to assist you.



Maximum Purchase Policy We regret that we must limit orders to no more than ten (10) units of any item with a maximum purchase of $500 per customer. If you have any questions or need additional consideration, please contact us at customerservice@provenanceskin.com and we will be happy to assist.

Steps for Redeeming an Offer Code
   
    1. Enter your Offer Code on the "Billing" page    
      2, Offer codes are case sensitive and should be entered exactly as they appear.

Important Notes: One (1) Offer Code may be used per order. Promotional offers and discounts may not be combined or reused. When an Offer Code is accepted, the offer will be displayed in the "Order Review".

Sales Tax
We are required by law to collect state sales tax on orders being shipped to the following states CA & TN. Sales within these states will be assessed sales tax on the total purchase*, including shipping and handling charges. If you have other questions regarding sales tax, please feel free to Email Us.

Payment Methods
    1. American Express
    2. Discover
    3. MasterCard
    4. Visa
    5. ProvenanceSkin Gift Cards with a PIN Code for orders shipping to the US

We're Sorry, We Do Not Accept
    CODs
      Layaway plan
        Personal Checks
          Money Orders
            Credit cards with issuing banks or billing addresses outside the U.S.

          Important information
          For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.


          Viewing Orders
            1. American Express
          To view your order history, click on ____________________ and enter your user ID and password.

          Tracking Shipments
          To track a shipment, click on the shipping id number shown on your order history. Note that USPS updates their information every few days whereas UPS and Fedex update their information more frequently.
          For other questions, please contact Provenance Skin Customer Service at customerservice@provenanceskin.com
          Updating Account Information
          To update your account, click on ____________________ and enter your user ID and password. Then select “Settings” and update your personal information. Always make sure that you include your complete home address, home and cell number as well as your current email address so that you can receive shipment notifications, our special offers and our informative newsletter . .
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