FAQ

 

PRODUCTS 

Are Osmosis products natural and organic?
In most cases, we use natural and bio-identical ingredients. Our clean, non-toxic formulas are holistic because they do not cause harm to the skin. Osmosis opted not to focus on organic products because we do not think they make lasting changes to the skin. Organic is really important in foods because of the properties of pesticides and additives otherwise present. In skincare, this is not an issue so there is no advantage. However, there is a distinct disadvantage because they only allow 5% or less of the key ingredients that make real change in the skin. By using natural formulas full of our patented and/or exclusive ingredients, we are doing much more good to the skin.

Are Osmosis products gluten-free and vegan?
Most of our products are vegan and gluten-free. Please check individual products for specific ingredient information.

Why is it so important to have balance in our bodies (including physical, mental, and digestive/gut health)?
Our bodies are designed with very precise hormone levels that are specific to each individual. These hormones are monitored and adjusted throughout the day to keep the cells, organs, and mind functioning at optimum levels. Taking hormones to try and manage this is flawed because you can never know exactly what the body needs and they cause the body to make lower amounts of their normal daily production. The ideal scenario is to maximize the body's innate potential to produce and regulate hormones itself. Skin Defense, Collagen Activator, and Hormone Relief Elixir can do exactly that. DIM, a primary ingredient in Skin Defense, binds estrogenic toxins that lower the body's estrogen level and cause an imbalance with all hormone systems. By binding the toxins, the body normalizes its levels and finds balance. Collagen Activator accelerates the ATP process which results in more hormone production. Hormone Relief Elixir gives the body the sensation of having balanced hormones without interfering with the natural production levels of hormones. The result is a balanced, healthy system that operates under the guidance of the body's remarkable, innate brilliance.

How do minerals benefit the elixirs?
America is mineral deficient because of our farming methods and soil depletion. Our minerals are particularly beneficial because of their remarkable bio-availability. This is due to fulvic acid, the hydrogen attached to them that acts as a carrier and stabilizer, and the minerals are 100,000 times smaller than other sources. By taking these minerals, your body will perform better. In addition, these minerals are also put into our proprietary frequency generating device so that any frequency imparted on them resonates longer within the body.

Is gold safe to ingest? Where is the gold sourced?
Yes, it is safe! We use edible gold from a reliable source, mined in the United States.

Where do Osmosis cells come from?
Our stem cells come from carefully screened adult adipose tissue. There are no actual stem cells in StemFactor Serum, just the growth factors they make.

How are Osmosis Vitamin A serums safe to use during pregnancy and breastfeeding?
The acceptable range of Vitamin A while pregnant is 2,500 - 10,000 IU (international units) per/day and 4,000 - 15,000 IU while breastfeeding. When using Osmosis Vitamin A Serums, you will not exceed 300 IU per/day even if using the strongest serum available at 2 pumps 2 times per day. Our Professional Facial Infusion Treatment is also safe to receive while pregnant or breastfeeding as it does not exceed 1,500 IU of Vitamin A. Of course it is always recommended to consult with your physician while pregnant or breastfeeding before the use of any active products or supplements.

Will Hormone Relief Elixir affect my birth control?
Hormone Relief Elixir will not make your birth control ineffective. A small minority of clients may experience some menstrual changes that may make it slightly lighter or heavier than normal.

If I'm not experiencing one of the conditions listed in the Elixirs, how will it affect my body?
It won't affect you as the frequencies only target imbalances in the body and the body ignores the rest. None of the frequencies are harmful. The Elixirs are safe for all ages and there are no side effects.

HOW TO USE OSMOSIS PRODUCTS

Do I need an Activating Mist with any Osmosis serum?
Our Activating Mists have multiple functions; they have been treated with unique anti-bacterial and anti-fungal frequencies that maintain a healthy probiotic population on the skin. They have also been treated with frequencies that are designed to activate repair as well as being calming, and they have unique active ingredients to promote rejuvenation and energize the skin.

Can you use Osmosis while pregnant?
While pregnant or breastfeeding, you may use all of the Osmosis products with the exception of Skin Clarifier and Skin Defense.

Are there any environmental conditions in which I should not store my Elixir?
If your Elixirs are delivered in the cold of winter and are frozen upon arrival, they are still good to use once thawed. Some heat is okay, but since it is stored in plastic, extended heat is not advised. Do not put the Elixirs in alkalinized water or drink them at the same time as it will disable it.

How do I use Immune Activator?
Immune Activator can be used topically if one finds the oil-base version of our ozonized ethyl oleate to be more soothing. It is primarily used as an internal elixir to boost our oxygen fighting capacity that often diminishes with aging. It can be taken sublingually by leaving in the mouth for 5-10 minutes or it can be swallowed. However, if you choose to swallow it, it should be on an empty stomach. Liquids can disable it.

Are there any contraindications with the use of the supplements?
Each supplement has its own recommendations or contraindications. Skin Clarifier and Skin Defense should not be used in pregnancy or during breastfeeding. Skin Defense also needs to be used carefully if you are on medication so make sure the medication and Skin Defense are taken at least an hour apart.

CRUELTY-FREE BEAUTY

Does Osmosis test their products on animals?
Osmosis does NOT test on animals or endorse such practices. The entire skincare line, with the exception of Catalyst AC-11 Serum, is Leaping Bunny Certified.

RECYCLING & SUSTAINABILITY

How does Osmosis support sustainability?
Osmosis uses recyclable packaging and sustainable shipping materials, as well as naturally-sourced, eco-friendly ingredients. Osmosis continues sustainability support by respecting animal life, as they do not test on or harm animals.

Are the bottles recyclable?
Yes, all of the Osmosis bottles are recyclable.

ORDERS

 

How can I track my order? 
Once your order has been shipped, you will receive an automated email with your tracking information. You can also verify this information by visiting our website and logging into your account to view your order details.

If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. In some rare cases, the tracking information may not update under your account, but you will still receive your order.

Do note that we are always here to help you and we will do all we can to ensure your order is delivered on time. 

If you have any question(s) or concern(s), please send us an email at shop@shopfaceofgrace.com and we will get back to you as fast as we can.

Delivery times depend on your location and the shipping method you choose.

Orders placed during promotional sales may experience slight delays.

ShopFaceofGrace cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, US Holidays, etc.

I haven’t received an order confirmation email; what should I do? 
When you place an order on the website, you will receive an order confirmation e-mail, which will be sent to the e-mail address specified during the purchasing process. This e-mail will also contain your order number.

If you are having trouble finding our e-mail in your inbox, please check your SPAM folder.

I have received an order with an incorrect / missing product; what should I do? 
If you believe that you have received a product in error or have not received a product ordered, please write to our Customer Care department by writing an email to shop@shopfaceofgrace.com. 

I have a coupon code. How do I apply it?
Your coupon code can be applied in the cart page after selecting your way to shop. For any issues applying a promo code, you can reach out to our support team by emailing shop@shopfaceofgrace.com.

What is your returns policy?

All purchases at Face of Grace are final sale. If your products arrive damaged you must email with photos of the packaging & items within 3 days. As a small business, I unfortunately cannot sustain the same kinds of returns/ exchanges a large corporate business can. If you have experienced reactions in the past or have any known or possible known allergies/irritants please indicate this within your health intake form.

How long will it take to process a return?

Usually, it takes between 1-3 business days to proceed with your request upon receipt of your parcel.

SHIPPING & HANDLING

Do you offer Free Shipping?
Unfortunately not at this time. While we are working on getting product on the shelves, we are currently drop shipping directly from Osmosis and in doing so, there will be a shipping cost.

Do you deliver to PO box addresses?
Unfortunately, we can't deliver packages to post office (PO) boxes. We encourage all deliveries to be made to a physical address so that packages can be tracked and properly delivered.

How long does shipping take in the US?
We are experiencing shipping times of 5 days.

We ship Monday through Friday with no interruption, excluding weekends and holidays. You will receive your tracking number as soon as your order has shipped.

Do you deliver overseas?
For now, Face of Grace only ships within the United States.

The tracking service for my shipment is not working properly, what can I do? 
If you encounter a problem when attempting to track your shipment, please be aware that the lack of information may be due to one of the following reasons: 

• a delay in the updating of tracking information. Sometimes, an intermediary courier is used in the initial shipping phase, meaning that the tracking information is not available on the website

• the shipping method does not enable tracking

If the expected delivery date for your order has elapsed and the order details page does not display any tracking updates, we recommend waiting one or two days for the delivery of your parcel.

How can I contact the courier? 
If you have a tracking number for your order, the courier will be able to provide further information on the shipping status. When placing an online order, be sure to enter your telephone number alongside your shipping address.

In the event of delivery problems, the courier will be able to contact you.

My shipment has been delayed, what can I do? 
If you placed an order and believe that your shipment has been delayed, please check how many days have elapsed since receiving confirmation of your order.

If you are still having trouble locating your package, please email us and we will help resolve the issue.

*Please verify your address before placing your order. We will not be responsible if the address you provided is undeliverable and return back to us. If the package is return back to us due to "undeliverable address", we can re-ship your package at your cost. 

The status of my shipment reads “delivered”, but I have not received anything; how is that possible? 
The majority of orders are delivered on time and without delay; however, sometimes the shipping status may read “delivered” when you have not actually received your parcel.

In some cases, the courier charged with delivering your parcel will be able to provide further information on the shipping status.

We suggest you check your local post offices because sometimes they hold the package. If you are still having trouble locating your package, please email us and we will help resolve the issue.

*Please verify your address before placing your order. We will not be responsible if the address you provided is undeliverable and return back to us. If the package is return back to us due to "undeliverable address", we can re-ship your package at your cost. 

BILLING

What payment methods do you accept?
We accept major debit and credit cards including Visa, MasterCard, American Express, Discover.

Cash is accepted in person when purchasing products.

Is my payment information safe?
We are here to assure you that your credit card information is safe when you're ordering from our site.

This site incorporates physical, electronic, and administrative procedures to safeguard the confidentiality of your personal information, including Secure Sockets Layer ("SSL") for all financial transactions through this Site.

Why has my card been declined?
A common reason for orders declining is due to the billing address details being entered incorrectly.

When you proceed to checkout, please make sure that all of your personal information matches the exact information on your credit card.

If some information doesn't match, the transaction will not go through.

We highly recommend contacting your financial institution to know more about why your payment might have been declined.

If you are still experimenting issues while checking out and you would like to speak with a customer service member directly, please email us at shop@shopfaceofgrace.com.

In which currency are your prices listed?
All products on our site are sold in U.S. Dollars (USD). 

Your card issuer or bank may charge a currency conversion fee for your purchases on www.shopfaceofgrace.com. We are unfortunately not responsible for such practice.

Why do I see a few charges on my banking statement?
For optimal security, when an order is submitted an authorization request is sent to the issuing bank or financial institution. The issuing bank then verifies billing information, the validity of the credit card, and the availability of funds. If the card information is valid and the funds are available, the bank puts an authorization hold on the funds. An authorization is only a hold on the funds for a possible future transfer of funds.

When an order is placed, two transactions might be posted to your account: 

1)  an authorization holds which holds the funds for the pending charge,
2)  a charge for the order upon shipment which removes the funds from the account.

After verifying all the information and proceeding with your order, your financial institution will release the funds and only one charge will remain on your account.

If an order is cancelled, the authorization hold will be removed from the account by the issuing bank. Please contact your issuing bank or financial institution for any inquiries related to the charges on your banking statement.

Do I have to pay sales tax?
Sales tax might be applied to your order in accordance with individual state and local regulations in the United States (subject to change without notice). 

SUPPORT 

I have an issue with my order.
Please send us an email at shop@shopfaceofgrace.com and we will assist you immediately.

Kindly provide us with as much details as possible: Device (mobile or desktop), browser used, page you were navigating on and your issue.

I have an issue with the website.
We are sorry to read that. If you are experiencing any issue on our website, please let us know immediately.

Send us an email at shop@shopfaceofgrace.com and we will assist you immediately.

Kindly provide us with as much details as possible: Device (mobile or desktop), browser used, and issue encountered.