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Frequently Asked Questions

  • Visa
  • Mastercard
  • American Express
  • Discover
  • PayPal
  • AfterPay (pay in 4 installments)

For your security, the 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 this criterion. Unfortunately, gift cards and multiple uses of payment are not accepted. Only one card per order can be used.

Orders are processed and shipped Monday through Friday, 8:30 am - 4:30 pm Eastern Time, excluding weekends and select holidays. Processing and shipping times may vary depending on the shipping method selected. Please keep in mind that during holidays, sitewide sales, or product restocks, your order processing time may increase. For any questions, please contact our Customer Care Specialists through our Contact Us Form or call us toll free at 1-800-PEVONIA (1-800-738-6642).

Unfortunately, once an order has been placed, no changes can be made. One-time use offers that were available on your original order may not be available if you place a new order.

If you wish to cancel your order, you may contact our Customer Care Specialists by calling us toll free at 1-800-PEVONIA (1-800-738-6642) Monday thru Friday 8:30 a.m. to 5:00 p.m. Eastern Standard Time or by reaching out to us through our Contact Us Form after hours. For faster assistance, be sure to provide your order number, and a quick summary of your concern. Our Customer Care Specialists aim to respond within 24-48 hours of receiving your inquiry. Please know, that if a cancellation request is sent, it does not guarantee cancellation. You must have written confirmation from a Customer Care Specialist that your order has been cancelled.

There could be various reasons for an order to be delayed or cancelled. All orders placed on our website are processed through our automatic verification system. During this step, we will attempt to verify all information provided in your order including, but not limited to shipping, billing, contact, and payment information. Your order may be delayed or cancelled if:

  • You are shipping your order to an address other than your billing address.
  • The address and contact information provided does not match the information your bank has on file.
  • Your order does not meet our Terms and Conditions
  • .
  • The item/items in your order are now out of stock.
  • Difficulty in processing payment information.
  • Cannot ship to address provided.
  • A duplicate order was placed.
  • Cancelled due to a customer request.

If you have any questions or concerns, you are welcomed to contact our Customer Care Specialists through our Contact Us Form or call us toll free at 1-800-PEVONIA (1-800-738-6642). Please know that our Customer Care Specialists aim to respond within 24-48 hours of receiving your request.

At this time, we are unable to accept orders that are billed or shipped to destinations outside of the U.S. We do apologize for any inconvenience and encourage you to visit our Pevonia Global Network that will assist you in locating a distributor near you.

To locate your order, login to your Pevonia Account, then click on MY ACCOUNT “View Order Status”. Please note that some carriers may not have tracking information available for up to 24 business hours once the order is shipped. After 24 hours the tracking information will be displayed. To track the order, simply click on the tracking number to view the delivery status of the order.

Please Note: If you do not have a Pevonia Account, you will not be able to view the status of your order. You may choose to contact our Customer Care Specialists, who will be able to locate your tracking.

If your order has not been delivered within 10 business days, please contact our Customer Care Specialists through our Contact Us Form or call us toll free at 1-800-PEVONIA (1-800-738-6642). For faster assistance, be sure to provide your order number, and a quick summary of your concern. Our Customer Care Specialists aim to respond within 24-48 hours of receiving your inquiry.

From time-to-time UPS/USPS will mark packages as “delivered” when they arrive to their local sorting facility. Because of this, we ask that you please allow the full 10 business days for your package to be delivered to you. If you still have not received your order after 10 business days, an investigation will be opened with the carrier and may take 1-8 business days to complete. To begin this process, please be sure to contact our Customer Care Specialists through our Contact Us Form or call us toll free at 1-800-PEVONIA (1-800-738-6642). For faster assistance, be sure to provide your order number, and a quick summary of your concern. Our Customer Care Specialists aim to respond within 24-48 hours of receiving your inquiry.

If an order has arrived damaged, you must notify us immediately. To begin this process, contact our Customer Care Specialists through our Contact Us Form or call us toll free at 1-800-PEVONIA (1-800-738-6642). For faster assistance, be sure to provide your order number, a quick summary of your concern, and photos of the damaged goods or packages. Our Customer Care Specialists aim to respond within 24-48 hours of receiving your inquiry.

Submit an email to our Customer Care Specialists through our Contact Us Form or call us toll free at 1-800-PEVONIA (1-800-738-6642). For faster assistance, be sure to provide your order number, and a quick summary of your concern. Our Customer Care Specialists aim to respond within 24-48 hours of receiving your inquiry.

Pevonia will accept returns or exchanges for any unopened or gently used product(s) purchased on Pevonia.com that is returned within 30 days of the PURCHASE date. Only items purchased on Pevonia.com will be accepted for a return. If your items were purchased at an authorized retailer, please contact the retailer to arrange for a return or exchange.

All returns must be pre-approved by Customer Service and will be provided in the form of a store credit for the equivalent amount of the product purchase price. Your store credit can be redeemed on any future purchase and will be located on your Pevonia Account. Shipping charges are non-refundable.

We will provide you with an RMA (Return Merchandise Authorization) number that will be valid for 30 days from issue date.

Be sure to pack all items along and original order documents within the box. Then write the RMA number on the outside of the package. For your protection and to ensure accurate and timely delivery, we recommend that you send your return via UPS or insured USPS Parcel Post.

For full details pertaining to our Return Policy, please click here .

If your order is eligible for a promotional offer that reduces the purchase price of any products, the price of the overall order, a free shipping offer, or a Gift with Purchase offer (“GWP”), you must return all components including the free gift(s) in order to receive a full refund. If you return only a portion of the order and that causes your order to no longer qualify for the promotional offer, Pevonia in its sole discretion reserves the right to deduct the free shipping offer and/or the retail value of the GWP from your credit total. Exchanges are not eligible for any past or current promotions. Any items purchased on SALE or at a discounted price are final and cannot be exchanged or returned for credit.

Discontinuation and reformulations are at the sole discretion of Pevonia. If you are unable to locate your previously favorite product, please do not hesitate to contact our Customer Care Specialists through our Contact Us Form or call us toll free at 1-800-PEVONIA (1-800-738-6642) Monday thru Friday between 8:30 a.m. to 5:00 p.m. Eastern Standard Time.

Yes! With every order placed you will receive an assortment of complimentary samples! Feel free to share your samples with friends, family, or keep them for yourself! They make for great travel use and can be requested without an order.

Feel free to submit a sample request through our Contact Us Form. Be sure to provide your first and last name, the best address to ship to, and samples you are curious on trying! If you’re not sure what you would like to receive, let us treat you! For sample requests, please allow 1-7 business days for your samples to arrive.

Simple! Sign-up to receive the Pevonia newsletter to be the first to hear about new products, promotions, and events!

To locate a spa near you, feel free to use our Find A Spa Feature . We advise you to contact a spa in advance to book your next Pevonia experience!

Pevonia loves our industry and its professionals! If you are interested in providing highly effective, yet natural solutions for your clients then please visit our professional website www.Pevoniapro.com. From there, you are welcome to fill-out the Become A Partner Form. This allows us to become better acquainted with you and your spa to ensure Pevonia is a perfect match. Once the information has been provided, a representative will contact you within 1-7 business days, to discuss opening a Professional Pevonia Account.

Contact us through our Contact Us Form or call us toll free at 1-800-PEVONIA (1-800-738-6642) Monday thru Friday between 8:30 a.m. to 5:00 p.m. Eastern Standard Time.

If you have questions about our products or need assistance in choosing the right products for you please use our < a href="https://www.pevonia.com/about/faq/?chat=on">Live Chat with a Pro to talk to a Pevonia Licensed Esthetician Monday thru Friday between 11:00 a.m. to 7:00 p.m. Eastern Standard Time.