Frequently Asked Questions
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 thru Friday, 8:30 a.m. - 4:30 p.m. 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 (800-738-6642) Monday thru Friday 8:30 a.m. to 5:00 p.m. Eastern Time. For further support, please visit our Help Center.
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 need assistance, you may contact our Customer Care Specialists by calling us toll free at 1-800-PEVONIA (800-738-6642) Monday thru Friday 8:30 a.m. to 5:00 p.m. Eastern 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 during business hours. Please know, we cannot cancel an order once placed. For further support, please visit our Help Center.
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(s)in your order are now out of stock.
- Difficulty in processing payment information.
- Cannot ship to address provided.
- A duplicate order was placed.
If you have any questions or concerns, you are welcome to contact our Customer Care Specialists through our Contact Us Form or call us toll free at 1-800-PEVONIA (800-738-6642).Please know that our Customer Care Specialists aim to respond within 24-48 hours of receiving your request during business hours. For further support, please visit our Help Center.
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.
You will receive an email once your order has shipped. To view the status of your order online, login to your Pevonia Account.If you do not have a Pevonia Account or you checked out as a guest, you will not be able to view the status of your order online.
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 on the email received confirming shipping.
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 (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 during business hours. For further support, please visit our Help Center.
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 (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 during business hours. For further support, please visit our Help Center.
If an order has arrived damaged, you must notify us immediately. To begin this process, contact our Customer Care Specialists or call us toll free at 1-800-PEVONIA (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 during business hours. For further support, please visit our Help Center.
You can simply follow the steps on the 'How to Return' page to start a return.
Your item needs to be in a pristine condition and requested within 30 days of receipt. For full details, please check the Return Policy page.
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 (800-738-6642) Monday thru Friday between 8:30 a.m. to 5:00 p.m. Eastern Time. For further support, please visit our Help Center.
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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 at Pevonia Pro. 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 or call us toll free at 1-800-PEVONIA (800-738-6642) Monday thru Friday between 8:30 a.m. to 5:00 p.m. Eastern Time.
For full Contact Details, please visit the 'Contact Us' page.