Frequently Asked Questions
Last updated: 07/28/16
About Pure Complexions:
- Is "Pure Complexions" the same as Pure Body Solutions?
Yes. Our company's name is officially Pure Complexions. We discovered that "complexion" was a tricky word for most people to spell, so we opted to name our website: www.purebodysolutions.com instead. If you type "www.purecomplexions.com" into your browser you will automatically be directed to purebodysolutions.com.
- What is your policy on privacy?
- Do you have a paper catalog?
No, Currently our online store is the only "product catalog" that we have available.
- Do you have a company brochure?
Yes! There is a downloadable company brochure posted on our Customer Service page.
- Do you sell wholesale?
No, not at this time. We are currently a retail business only. So, please contact each individual manufacturer for any wholesale questions. Our Ambodi Mineral Cosmetic line is also only available at retail prices at this time.
Order & Shipping Questions:
- How much is shipping?
Our shipping rates are based on order weight and are accurately calculated at checkout. You can preview your shipping cost and options by using our shipping calculator. Just add products to your cart (a mini cart will appear). Below the mini cart you'll see a link that says "Calculate Shipping" - just click it and input your country and zip code to see an estimate for that order. All US orders over $99 get free USPS Priority Mail shipping. Please see our Shipping Info for more details.
- Can I get Free UPS Ground shipping instead of Free Priority Mail Shipping if I buy more than $99 worth of products? Sorry, not at this time. UPS does not offer flat rate shipping boxes (like the US post office), so it is not an economical option for us. In the future, if more customers opt for UPS shipping we will be happy to re-evaluate this offer.
- Do you ship international?
- At this time, we ship to: Australia, Austria, Bahamas, Barbados, Belgium, Bermuda, Canada, Denmark, Finland, France, Germany, Greenland, Hong Kong, Ireland, Netherlands, New Zealand, Sweden, and The United Kingdom (Great Britain). See our Shipping page for details.
- I'm an international customer - How much is shipping? Are tariff/duty fees (import taxes) or custom fees included? International customers can preview shipping costs by using our Online Shipping Calculator - please see our "How much is shipping?" questions above for details. Our shipping calculator does not include any applicable import tax or custom fees. These fees are applied to your shipment when it reaches the destination country. Unfortunately, we cannot estimate import taxes and customs fees due to rate fluctuations. All import taxes and custom fees are the responsibility of the customer. Please contact your local Customs office for details on how charges are applied in your location. Depending on the delivery area, your local post office may (at their discretion) deliver your package directly to the shipping address you provide, or they may send a notice for pick-up. International governments will collect the appropriate taxes and fees from you (either before or after delivery).
- What are tariff/duty fees? How much are they? Tariff or duty fees are taxes levied by the receiving country's government. They are only applicable to international orders (i.e. shipping addresses outside the U.S.). Their amount is based on the value of the imported products and are applied when your shipment reaches its destination. Every country or province has different duty fee rates. Unfortunately, we have no control over these charges and we cannot estimate them due to rate fluctuations. Please contact your local Customs office for details on how charges are applied in your location.
- Do you ship to APO/FPO military addresses and if so, how do I fill out the online address form correctly?
Yes! The Dept of Defense (DoD) requests that you use the servicemember’s full name (with or without grade, rank, or rating). The unit designation and APO/FPO address with the nine-digit ZIP Code is also required. When filling out the shipping address online, type either APO [Air/Army Post Office] or FPO [Fleet Post Office] in the City blank and select the appropriate military state code from our State/Province drop down menu (AA [Armed Forces Americas], AE [Armed Forces Europe / Canada / Middle East / Africa], or AP [Armed Forces Pacific]). Make sure the shipping Country is set to: United States. Do not use the base camp’s actual city or country, as it might be routed through the host country’s mail system. Here are some good examples;
SSGT Kevin Taylor
Unit 2050 Box 4190
APO AP 96278-2050
SGT Robert Smith
PSC 802 Box 74
APO AE 09499-0074
Seaman Joseph Doe
FPO AP 96667-3931
SGT Jane Doe
APO AA 09045-1000
- Do you offer overnight shipping options?
Yes! We offer USPS Express Mail (1-2 days) for domestic orders. Express Mail shipping options include a Rush Processing fee, which thrusts the order to the front of our processing line. Express orders will ship out ASAP (depending on what time of day they are placed) - If you have a delivery deadline please let us know. Type the due date in our special instructions box during checkout. We will email you if delivery by this time does not look possible (due to our order load or postal service limitations). The Postal Service does not offer Next Day delivery to all US cities. Rush Processing is not available on Saturdays, so Express Mail orders placed on Friday afternoon or Saturday will ship out Monday.
- Where do you ship from?
All orders are processed and shipped from our Carlsbad, CA Office.
- Do you have a brick and mortar store?
No. We are simply a mail order company. Our office is set up for shipping products only, so we do not have a store front that is open to the public.
- If I live in California - can I pick-up my order?
No, we do not have pick-up services at this time.
- How fast do you ship orders?
It is our policy to ship orders within 1-3 business days after receiving payment. Regular orders (non-Express) are processed in the order that they are received.
- What days do you ship orders?
USPS & UPS orders are shipped 5 days per week - Monday through Friday.
- What is rush order processing?
Whenever you purchase something on our site, your order is processed and shipped in the order that it was received. Ship out times can vary depending on our workload. We try to ship orders within 1-3 business days of receiving payment. By selecting Express Shipping during checkout, you increase the speed at which we process and ship out your order. This usually means that your order will ship out the same day it was placed or early the next business day*.
- What is the U.S. postal holiday schedule? The U.S. Post Office holiday closure dates are posted here: www.usps.com/communications/newsroom/calendar/federalholidays.htm.
- What is U. P. S. (United Parcel Service)'s holiday schedule? U.P.S's holiday closure dates are posted here: www.ups.com/content/us/en/resources/ship/imp_exp/operation.html?srch_pos=2&srch_phr=2009+holiday.
- What does creating an account do?
When you create an account with us, you choose a login and password that securely stores your basic customer information in our database (we do not store credit card information). When you return to shop, you simply login and all your shipping information, order history, and order tracking information is accessible in the "My Account" screen for a streamlined shopping experience. Plus Pure Complexions account holders get to participate in our free Pure Rewards program. Unless you opt-in to our quarterly newsletter, you will only receive emails from us that relate to the shipping and processing of your orders. We also do not share your personal information with 3rd parties - your privacy is extremely important to us!
- How can I tell if my order was successfully submitted?
If you clicked "Submit Order" during checkout and arrived at the Invoice screen that said "Thank you, your order has been successfully submitted" - then your order went through fine. You should get an email receipt within a few minutes. If after you clicked Submit Order and a red error message appeared, you must correct the error (usually a credit card expiration date or cvv2 number error) and re-click "Submit Order". You may need to wait a minute or two to re-submit your credit card info. You must get to the "Thank you, your order has been successfully submitted" screen for the order to reach us. If you do not reach the "Invoice" screen, your order has not been submitted yet.
If you don't remember seeing the invoice screen, but received an email confirmation from us with the subject line, "Pure Complexions Order Confirmation", then your order went through fine.
If there is any doubt, you can log back in to your account and check your Order History under "My Account" - if the order went through - you will see it there. If the order doesn't show up in your Order History screen, then please contact us.
- I did not get an email receipt. What do I do?
After placing an order, email receipts are usually delivered to your email address within a few minutes. If you do not receive a confirmation e-mail from us, please check your spam, bulk, or junk mail folders. If you find the e-mail there, your ISP or your own software (spam-blocker or filters) are diverting our e-mail. For more information on spam filters, click here. If the email was not in your spam or junk mail folder, the next most common reason is an email address typo - please contact us so we can assist you.
- Do you offer Auto Ordering/Auto Shipping?
No. Unfortunately, we no longer offer auto shipping. Although this option was a great idea initially, when we trialed it in 2008, we found that the majority of clients preferred to change their auto order prior to almost every shipment.
- How long should I wait to file a missing package claim?
All US orders should arrive within 2-9 business days of shipment. Alaska, Hawaii, APO/FPO, and International orders may take longer. We add delivery confirmation to all our UPS and USPS Priority/Express packages, so you can track the status of your order online, by clicking on the link provided in your e-mail receipt. If the online system reports that the package has been delivered, and you do not have it, you must contact USPS and file a claim. However, according to USPS's website (http://www.usps.com/insuranceclaims/domestic.htm): Depending on the type of shiping service used (ex: Priority mail vs Express mail) you may have to wait 21 days (from the date of shipment) to file a claim. Be sure to have the delivery confirmation number with you. Then call Pure Complexions, so we can assist you. We cannot give refunds or resend orders until the post office investigation is concluded. If however, the delivery confirmation does not confirm delivery (after 21 days for Priority Mail), then we will file a claim for you. For International orders - Pure Complexions is not responsible for orders that are lost or rejected at customs. Shipping insurance must be purchased during checkout to insure delivery.
- I forgot to add something to my order, what can I do?
If your first order was submitted not too long ago, within a few hours, you can place another order online and write a "please add to previous order" note in the special instructions box during checkout. Be sure to select the same shipping method as the original order (to prevent confusion). Our shipping department will then combine the two orders and reduce the total cost of shipping. If we were too speedy and already processed your first order, then we'll email you to determine what to do next (i.e. keep the 2nd order or cancel it). Please do not email us and ask us to add products to your order, we cannot bill your credit card more than you originally authorized - so you must place another order online to cover the cost of the new item(s).
- I sent an email last week, I am surprised that nobody contacted me yet, since any other time you were so prompt with an answer.
Unfortunately, email is not a perfect communication tool and some emails get lost to cyber space. This happens a handful of times per year (that we are aware of). Either we did not receive your first email or our spam blockers filed it incorrectly. If you ever have a response delay of over 48 business hrs, please assume the message did not reach us and try again. We gladly take the time to respond to each and every one of our customer's emails. Our firstname.lastname@example.org address is closely monitored, so it is your best option. You can also improve response rates by using subject lines. Untitled emails are more likely to get flagged as spam. Do not use the words "hi" or "hello" in your email subject line - these emails are almost always flagged as spam.
- Have a Payment related questions? Click here to read our Payment FAQ page.
- Have a PayPal related questions? Click here to read our PayPal FAQ page.
Return Policy Questions:
- What is your policy on returns?
We offer refunds on full sized products returned to us unopened and in resalable condition within 21 days from the date of delivery. You must contact us and get a return authorization code BEFORE you ship the item back to us. We will not honor returns without an authorization code. We do not refund shipping cost.
We are sorry but we are unable to refund opened items. We encourage you to always buy samples before buying full sized items. We also do not accept refunds on samples. Please see our Return Policy/Return Instructions page for details.
- What do I do if I received the wrong product or am missing a product?
If you receive the wrong product/color or are missing an item, please contact us within 7 days of receiving your order. Once we compare and confirm the discrepancy in our inventory, we will ship you a prepaid return box & will promptly send you the correct items. We are very sorry if this happens, we have many measures in place to catch mistakes, but they can happen. Please see our Return Policy/Return Instructions page for details.
- What do I do if I received a damaged product?
Sometimes boxes get beat up during transit. If you received a damaged product, please contact us within 7 days of receiving your order. Please save the damaged product and the box/bubblemailer that your order came in - the post office requires that we have proof of damage in order to reimburse us. Please see our Return Policy/Return Instructions page for details.
Product Related Questions:
- Do you provide a comprehensive ingredient list for each product?
Yes, of course! To see the ingredient list, click on any product's name (example: Roll-On Deodorant by Real Purity) to reach its detail screen. Once you are in the product detail screen, simply look for the the bold text that says, "Contains:". A complete ingredient list will follow after, "Contains". We update our ingredient lists when we become aware of ingredient changes.
- How do you find your products?
To find the purest products available it takes - extensive, pain staking determination. After 15 years of research, we've become pretty familiar with the organic skin care market, thus have found many of our products slowly over the years. To find new companies, we utilize google and yahoo search engines, RSS feeds, news articles, skin care expos, and also manually monitor new products arriving at health food stores and food coops nationwide. We look for companies that describe their purity standards in detail and then begin to analyze their ingredient content. Once a company passes the initial ingredient review, we typically contact them to clarify any unknowns not published in their purity standards. We ask questions like "What type of extraction method do you use on your essential oils?" or "Is your mica coated with titanium dioxide?". We prefer companies that have signed the Compact for Safe Cosmetics. Compact signers have agreed to disclose a complete list of ingredients on their product labels. This is important because many products can contain hidden chemicals and preservatives. Finally, we sample the products. If the sampling goes well, we welcome the company to our happy store. After that, we monitor for formula changes that could affect the safety of the product.
- Have all your manufacturers signed the Compact for Safe Cosmetics?
We prefer that our companies sign the Safe Cosmetics Act, but not all are signers yet. I think we have >85-90% signers...and growing. Our purity criteria is more strict than the Compact for Safe Cosmetics requires, meaning that just because a company signs the compact - it does not mean that their products meet our criteria.
- I noticed you have "EWG Ratings" posted for some of your products, what is the EWG?
EWG stands for Environmental Working Group. They are a wonderful non-profit "health" organization founded in 1993 that was designed to protect public health and the environment through information (www.ewg.org). EWG research brings to light unsettling facts that you have a right to know. They shame and shake up polluters and their lobbyists. They rattle politicians and shape policy. They persuades bureaucracies to rethink science and strengthen regulation. They provide practical information you can use to protect your family and community. The EWG specializes in providing useful resources (like Skin Deep and the Shoppers' Guide to Pesticides in Produce) to consumers. At Pure Complexions, we highlight EWG's Skin Deep ratings. Skin Deep is a database of skin care products. Based on research associated with ingredients, EWG has assigned a 0-10 safety score to each skin care product, where 0 is the safest. Ninty-eight percent of our products fall in the 0-2 range (our nail polish is rated at a 3).
- How do you check to make sure products are chemical-free?
We spend time talking to the manufacturers - very few products are perfect, but we do our best to offer our customers the healthiest choices available. Simply by talkig to the manufacturers we quickly determine which ones are educated in chemical-free manufacturing methods and which ones are not. Processing and extraction methods can make or break a product's suitability for sensitive skin.
Although, we do not perform any laboratory testing on the products we offer, we do extensive "human testing". Our awesome staff is very willing to play guinea pig. Most of our staff has sensitive skin and many are chemically sensitive as well. Only products that get the thumbs up are kept. We also have "connections" with third party companies that do product testing and get feedback on our manufacturers from time to time.
- Do your products have safety seals?
We do a lot of business with smaller businesses/manufacturers, so about 25% of them do not use safety seals or shrink wrap in their packaging. For example, The Vital Image does not use safety seals. While the larger companies like Premier Research Labs, Keys and Gabriel Cosmetics do use safety seals/shrink wrap. Although safety seals are ideal - we haven't noticed any quality differences between our smaller and larger companies.
- One of the products I want is "out of stock". Why is that?
There could be several reasons why a product is out-of-stock. When we have the info available, we try to post the reason on the website and give an estimated time of arrival (ETA). The most common reason is that the manufacturer has run out (ie the product as been backordered). Other times are usually related to a sudden surge in Pure Complexions shoppers or sometimes happy customers will buy large quantities of the same product at one time. If a product has been out-of-stock for over 1 month, it usually means the product is a slow seller and we are waiting for at least 5 customers to place themselves on the "Email me when it comes in" waiting list before we order it again. If a product is placed on clearance, this means we will not re-order it once we run out (often due to poor sales). If you have any questions about out-of-stock products or would like us to email you when an out-of-stock item arrives, please feel free to e-mail us.
- I have highly sensitive skin, what do you recommend?
If you have highly sensitive skin we recommend, trying our fragrance-free / unscented products first. Brands like Bariani, Earth's Beauty, and Real Purity are good starting points. Always sample products before you buy the full size. When your products arrive, do a patch test to determine sensitivity before using the product all over. See below for patch test details.
- What is a patch test and how do you do perform one?
A patch test is a method used to determine if a substance causes inflammation or allergic reactions to the skin. To perform a patch test; the substance is applied to your skin and held in place with an adhesive patch (like a band aid or for those allergic to adhesive try a cotton gauze & latex-free/hypoallergenic tape combo). Generally it is easiest to perform the patch test on your inner wrist or forearm. Avoid applying new products near mucus membranes. After 24-48 hours, the patch is removed. If the tested skin is red and swollen, the results are positive and the person is probably allergic to that substance. If only the area of skin that the adhesive touched is swollen - then you are probably allergic to the adhesive. To test soaps - simply wash a small area of your wrist or forearm with the soap and rinse off with room temperature water. Observe for a reaction. If a reaction occurs - discontinue use. As always, please consult your physician for more information.
- How are your products preserved?
All Pure Complexions' products are free from synthetic preservatives. Instead, our products are naturally preserved through a variety of methods. Our manufacturers use the purest raw ingredients, vitamins, extracts, essential oils, and some use a small percentage of grain alcohol. These natural ingredients have antioxidant, antibacterial, and antifungal properties that protect the product from spoilage. In addition, products are produced and packaged in clean rooms and sealed in airtight containers. Each manufacturer has different testing policies and product stability expectancies. Please check each individual product for shelf life information.
- Which products are safe for vegans?
Each item in our store that is safe for vegans, is marked with a "V" (after the words "ingredient status"). If an item's ingredients appear to be vegan safe, but is not marked "V", we are probably waiting for manufacturer confirmation or you have found a typo. Please feel free to inquiry.
- What are parabens?
Parabens, short for para hydroxybenzoic acid are synthetic preservatives derived from petroleum. They include ethyl, propyl, butyl, benzl, and methyl parabens. Parabens were originally regarded as gasoline waste by-products, until it was discovered that they had anti-microbial properties in 1924. Now parabens are used to preserve over 97% of the personal care products in the USA. Parabens are hormonally active and mimic the hormone, estrogen, when they are absorbed into our skin. Studies suggest a link to breast cancer, from the use of paraben containing personal care products and have found parabens in breast cancer tumors. Parabens can also impair the male reproductive system, leading to fertility problems. We consider parabens to be highly toxic, especially when applied to broken skin, and as such they are not found in any of our products. Unfortunately, until more long-term studies arise, most companies will continue to use parabens or other synthetic preservatives in their products (the majority of the skin care products found at your local health food store still contain parabens).
- Which products are safe for women with estrogen dominance?
Estrogen dominance is a term originally used by Dr. John R. Lee M.D. to describe women with an estrogen dominated hormone imbalances. This hormone imbalance is exacerbated by eating certain foods and using certain skin care products that contain estrogen imitating ingredients. The worst ingredient offenders (and possibly a primary cause of these hormone imbalances) are synthetic chemicals that can mimic hormonal activity, such as parabens. Luckily none of our products contain these hormonally active synthetic chemicals. The other ingredient concerns are phyto-estrogens found in some plants (e.g. soybeans). The soybean contains natural phyto-estrogens that may exacerbate an existing estrogen dominance condition. For your convenience, we have started labeling our products with an "ingredient status". We have marked all products that do not appear to contain soy derived ingredients (soybean oil, soy lecithin) with the letters "SF" (soy-free). That being said, most of our manufacturers do not test for soy, so this marker is based purely on our interpretation of product's ingredients, thus we cannot 100% guarantee that the products are soy-free.
- What is titanium dioxide and what is all the hub bub about?
Titanium dioxide is a type of mineral that is bright white in color. In nature it is always bound to other metals, thus it must be purified in a lab. In skin care, titanium dioxide is used as a pigment and a thickener, but cosmetic companies love it for its ability to adhere to the skin better than most cosmetic powders (e.g. eye shadows, face powders, etc..). It is also an effective physical sunscreen agent. Titanium Dioxide is available is several different particle sizes; coarse (< 10 microns), fine(<2.5 microns), and ultrafine (<0.1 microns or 100 nanometers). Ultrafine particles (also called micronized or nano) are used in most sunscreen products because they are do not leave a white tint on the skin surface like the larger particles do. The controversy with titanium dioxide begins with its photoreactive properties. When titanium dioxide is exposed to sunlight it induces the formation of free radicals. If unchecked, free radicals can cause pre-mature aging and even cancer. To be fair, free radical production is a normal component of human physiology (including digestion) as well as a by product of many environmental reactions [too much sunlight, oxide minerals (silica, zinc, quartz, iron oxides), infection, smoking, and exposure to exhaust fumes]. Free radicals can only cause damage if your body is deficient in antioxidants. Antioxidants come from the fresh foods that we eat and are designed to protect us against free radical activity. If left unchecked, free radicals can cause oxidative stress, inflammation, and DNA damage if absorbed by the cell. Current studies suggest that topical application of titanium dioxide does not penetrate the top layer of our skin known as the stratum corneum. The stratum corneum is composed of 15-20 layers of dead cells that do not contain a nucleotide (DNA), thus there is little risk of DNA damage or cellular absorption. That being said, there is little research about the absorption potential of titanium dioxide on damaged skin such as acne, eczema, dermatitis, etc. When applied to damaged skin, we have concerns that the smaller ultrafine particles may be more easily absorbed by our cells and can lead to toxicity over time. Currently, almost all cosmetic products (except Miessence, Earth's Beauty and some Honeybee Gardens Lipstick) contain titanium dioxide. At Pure Complexions, we prefer products that contain the coarse or fine (>100 nm) titanium dioxide particles. As purer cosmetic choices become available you will find them here.
- Which products are gluten-free?
Gluten is a binding protein found in wheat, rye, oats and barley. People with celiac sprue should avoid products containing gluten. The following ingredients could be problematic: Wheat Germ Oil, Wheat protein, Hydrolyzed Wheat Protein, Barley, Oat Flour, Oat protein, & Hydrolyzed Oat Protein. For your convenience, we have labeled products that do not appear to contain gluten as "GF*"(with an asterisk) and those that are actually labeled Gluten-Free by the manufacturer as "GF.
- Which products are corn-free?
Corn allergies can be tricky - many vegetable ingredients used in skin care products are derived from corn. The following ingredients definitely contain corn, so customers with corn allergies should avoid them: maize, corn oil, corn starch, corn meal, & xanthan gum. The following ingredients may contain corn, so customers should clarify with the manufacturer before hand: vegetable oil, vegetable glycerin, citric acid, dextrose, and glucose. We have marked the products that do not contain corn or corn by products as "CF". This info is gathered directly from the manufacturers. As we receive new info, we will update our products. If there is a specific product you are interested in, please let us know. We can contact the manufacturer and try to get more allergy information.
- I see many ingredients are labeled, "solvent-free". what does that mean?
Click here to learn about solvent-free extracts and essential oils.
- Sometimes the product lids become clogged or difficult to push. Why is that?
Our natural products do not contain the chemical solvents that mainstream products do, so they may coagulate or clog their lids occasionally. Some products clog more than others. If this happens simply unscrew the lid from the bottle and soak it in hot water for 5 minutes to fix the problem. For products with a pump lid, be sure to soak it if you notice the pump is getting harder to push. Some of our clients have accidentally broken their pump by pushing on it when it was clogged.
- Can I request natural products that you don't carry yet?
Yes! We are continuously expanding our inventory. If we do not carry an all-natural product or brand name that you enjoy, please ask. Send us an email using our Contact Us page. Our stocking board will evaluate the product for purity and get back to you with a decision. Please note that the evaluation process may take some time (up to 1-2 months for new brands). We will e-mail you the results either way.
- I am really interested in your professional supplements. How do I learn more about them?
Our professional supplements include over 300 products and are the most effective, non-toxic, non-synthetic, low-heat processed nutritional products on the market. They are not viewable online by the general public, so your Pure Complexions account must be granted access in order for you to see them. Generally speaking, our professional supplements are reserved for our Holistic Healing Clients. Like our regular products, our professional supplement descriptions are very informational and include patient education sheets when available. Amber Conway, our resident RN and nutritional consultant, is available for consulting services. Please see our Consulting Information page for details.
- Want more topic specific info?
For any other questions not addressed on this page please e-mail us via our Contact Us page.