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Frequently Asked Questions

Customer Service

How do I contact customer service?

You can contact us through our Contact Us form. Simply fill in the form and hit the send button. You can also chat with us Mon-Fri from 9:00 am to 5:00 pm EST. To chat with us click on the Chat Bubble on the bottom right corner of any of the pages on our website.

How do I contact your billing department?

You can contact us through our Contact Us form.

Do I need to register for an account to purchase from By Valenti?

No. You can now make purchases as a guest without needing to register an account.

How do I create an account?

You can create an account after you drop items in your cart during the checkout process, or click the Account/Log In link at the top of any page.

How do I login to my account?

Click the Account link at the top of any page.

How can I change my login ID/email address?

Log In to your account with your old email address and password. On your Account area click on View or change my account information. In the email area replace your old email with the new one. Click the Update button. Now use your new email address to login to your account.

I forgot my password, how do I recover it?

From the Log In page, click the Forgot your Password? link. Enter the email address you used when you signed up for your account. You will receive an email with a new password.

How can I change my password?

Log In to your account. Click on Change my Account Password.

Do I need to enter my Credit Card or Bank Account number when I register for an account with you?

No. We do not request nor store any financial information when you register an account with us. Creating an account with us is FREE and safe. The only information required are your name, last name, billing/shipping address, phone number and email address.

How do I rate the product I used?

Login to My Account. Visit the product's page and click or tap on the Write a Review button. You can also locate the order with the product(s) you want to rate and click or tap on the Write a Review button next to them

How do I sign up for your Affiliate Program?

Please visit our Affiliate Program page.



Orders and Returns

How do I return a product?

Please review our Returns and Refunds page for more information.

I haven't received my order, how can I locate my package?

1.- Click the tracking number you received in your shipping confirmation email, or
2.- Login to your Account, click on the View button next to the order you want to verify and click on the tracking number.

My order shows no tracking data on the USPS website

We would like to say this is unusual, but unfortunately it's becoming more common. If your package shows no tracking data on the USPS website, it's probably missing, lost, or has being delivered to the wrong address. More often than not, packages don't get scanned properly. If this is the case and you haven't received your order please Contact Us.

My order was damaged during shipping, how do I file a complaint with the United States Postal Office?

It is normal for outside boxes and envelopes to show sign of wear, however if the content was damaged, please Contact Us.

How can I Pre-Order a product that is out of stock?

Products that are out-of-stock but are available for pre-order show an add to cart button. Simply click the add to bag button and continue to checkout. Pre-ordered products will be shipped on the date they become available.

Can I place an order by phone?

We don't accept orders by phone at this time.

What methods of payment do you accept?

We accept Visa, Master Card, American Express and Discovery. We no longer accept payments with PayPal.


Shipping

Do you ship to my country?

Chances are we do! We ship worldwide via USPS, UPS and FedEx. To verify if we ship to your country, add a product to your shopping bag and head to checkout. Click on the Estimate Shipping button and fill in the information for your country. The Estimate Shipping page will notify you if we do indeed ship to your country or not.

How much is shipping to my country?

To calculate shipping costs to your destination, simply add the products you would like to purchase to your shopping bag, head over to your shopping bag and click on the Estimate Shipping button.

How much is shipping for my item(s)?

Shipping and handling is calculated automatically by the United States Postal Office (USPS), UPS and FedEx on our website. During the checkout process you will be prompted to the shipping options based on the shipping address you provided, and the weight of the package. Select the shipping option of your preference. You can also calculate shipping based on the content of your Shopping Bag. For this, click the Estimate Shipping button located in the Shopping Bag.

Will you insure my package?

Insurance is mandatory and included in your shipping costs since February 24, 2011.

Do I have to pay customs?

Unfortunately some countries are not exempt of taxes, and when your package arrives destination it will have to clear customs to be delivered or picked up. Any custom duties, taxes and any other charge that the country of destination might apply are the responsibility of the customer. The shipping and handling charges do not include any custom duties that your country might impose.

Can you mark my package as "gift" so I don't have to pay extra taxes in my country?

We apologize, but we do not engage in this illegal practice.

How do I know when my order has shipped?

You will receive an email confirming the shipment of your order with a tracking number to track your package online. You can also login to your Account to view the status of your order and track your package online.

How do I return a product?

Please review our Shipping Info page for our Return and Refunds information.

When will my order ship?

Orders ship within 2-3 business days after order is received, payment is processed and if stock is available. If for whatever reason we are out of stock on any of the products you have ordered we will contact you to inform you when your order will be shipped.

How do I track my package?

From your account: To track your package login into your account. Click the View button next to your latest order. Click the Tracking Code (this will open a new window at the USPS.com, UPS or FedEx.com websites).
Via Email: Click the tracking number you received in your shipping confirmation email.

Do you ship to P.O. Boxes?

No, we do not ship to PO Boxes, Mailing Boxes or similar. No exceptions.

Can I use my local postal office physical address as my shipping address?

No, we do not ship to PO Boxes, Mailing Boxes or similar. No exceptions.

Why has my order taken so long to arrive after the label was printed?

Once your order has been prepared, the labels are issued and the package is picked up by our postal carrier. What happens to the package while in the hands the United States Postal Services (USPS), UPS or FedEx completely escapes our control, and it's entirely the responsibility of the third party shipping services you've selected.


Gift Certificates & Gift Cards

How do I redeem an e-Gift Certificate?

You'll need to register for an account to be able to use and redeem e-Gift Certificates. E-Gift Certificates are electronic gift certificates. If you receive a e-Gift Certificate by email it will contain details of who sent you the e-Gift Certificate, along with possibly a short message from them. The email will also contain the e-Gift Certificate Redemption Code. It is probably a good idea to print out this email for future reference. You can redeem the e-Gift Certificate in three ways.

1. By clicking on the link contained within the email for this express purpose. This will take you to the Redeem e-Gift Certificate page. You will be requested to create an account or login to your account, before the e-Gift Certificate is validated and the funds placed in your e-Gift Certificate Account.

2. Redeem your e-Gift Certificate by visiting this page www.byvalenti.com/index.php?main_page=gv_faq&faq_item=4 and follow the instructions.

3. During checkout, enter the code provided in your email in the e-Gift Certificate field.

How do I check the balance on my e-Gift Certificate Account?

Log In to your Account. Your balance will display in your e-Gift Certificate Account.

How do I use the funds in my e-Gift Certificate Account?

Add items to your cart and click checkout. You'll be asked to login to your account. Locate the e-Gift Certificate area where your balance, if any will be displayed. To use your funds simply add any amount in the Apply Amount field and proceed with checkout.

How do I send an e-Gift Certificate to a friend using the balance on my e-Gift Certificate Account?

Log In to your Account. In your Account page you'll see an e-Gift Certificate Account box reflecting your balance. If the balance is enough and you wish to send and e-Gift Certificate to a friend or family member, simply click the "Send a Gift Certificate" button and follow the instructions. If the balance is not enough and you wish to purchase more balance for your account, simply go to the e-Gift Certificates page to order more.


About our Products

Do you test on animals?

No, we do not. We don't test on animals and don't buy ingredients that are tested on animals. We're Certified Cruelty Free by the Leaping Bunny Program, we're Endorsed Cruelty Free by the Naturewatch Foundation and we have signed the HSUS Humane Cosmetics Act H.R. 4148 for the #BeCrueltyFree Campaign

Do you sell your products in China?

No, we don't. We do not sell our products in markets where animal testing is conducted directly or indirectly on our behalf.

Are By Valenti products Vegan and Cruelty-Free?

By Valenti Organics is certified cruelty-free by the Coalition for Consumer Information on Cosmetics' (CCIC) Leaping Bunny Program, Endorsed Cruelty Free by the Naturewatch Foundation and we have signed the HSUS Humane Cosmetics Act H.R. 4148 for the #BeCrueltyFree Campaign. All our products are cruelty free and the majority are vegan. We only use botanicals and vegetable oils from sustainable producers. Although we do use organically sourced beeswax, goat's milk and raw honey in a few of our products.

You say you're animal friendly, why don't you support PETA?

This is a question we get a lot, so despite the controversial answer we decided to put it up here. The reason we don't endorse nor support PETA is because PETA's "humane" philosophy of killing household pets is against our Founder's animal activist efforts. PETA although can do good in terms of protecting or enforcing the protection of wildlife does a really lame and cruel job when it comes to household pets. With a known killing rate of over 95% of all the household pets (cats, dogs and other small creatures) they receive, the highest killing rate of all the animal shelters in the US, PETA is best known as the concentration camp for household pets. Our Founder has raised money for non-killing animal shelters and sanctuaries, has promoted and helped in raise money for charities where furry neglected friends were saved, cared for, and found good loving homes, she's saved hundreds of animals from shelters, gave them all a wonderful lives, volunteers at the Michigan Humane Society and won't endorse a self called animal activist organization who considers "humane" putting down over 95% of the household pets surrendered or that they receive every year. Loving pet owners whom for circumstances of life could no longer care for their pets, believed and trusted PETA would relocate their beloved furry friends into other loving and welcoming homes, just to find out they were killed hours after being surrendered. Also PETA does not remove from their list of "certified cruelty free" companies that sell in China even though they know China requires mandatory animal testing from all cosmetic companies wanting to sell in their country. By Valenti Organics won't endorse nor approve this philosophy, nor we will ever display any of PETA's logos to prove we are an animal friendly, cruelty free company. By Valenti Organics is Certified Cruelty Free by the Coalition for Consumer Information on Cosmetics' (CCIC) Leaping Bunny Program, an organization that takes very seriously their job of protecting our furry friends, and are Endorsed Cruelty Free by the Naturewatch Foundation.

Do you use Lye (Sodium Hydroxide) to make your soaps?

Yes, it's the only way to make true soap. That's how it's being done for centuries and how the best and true soaps are still made today. The lye (Sodium Hydroxide) reacts with the oils or fats creating a chemical reaction called Saponification. The lye becomes inactive and what remains is pure soap. During the Saponification process a secondary natural compound is created, Glycerin, which amounts for about 25% of the soap. All the vegetable glycerin produced during the Saponification process is retained in the soap, we don't remove it at all, that's why our soaps are also moisturizing. Learn more about how soaps are made by reading Is it a Soap or a Detergent Bar?

Do you use FD&C Colorants in your products?

As much as we love bright and inviting colors we don't use FD&C Colorants, Dyes or any other artificial colorants. FD&C Colorants are all artificial colorants derived from petroleum and tar. Many of them have an indefinite array of side effects from hyperactivity and inattentiveness in children, asthma, rashes and ever cancer, not mentioning by using FD&C Colorants we are polluting the environment even further. At By Valenti Organics we believe in making products that are safe for your skin and that are innocuous for the environment, that won't pollute bodies of water. All our products are colored by the ingredients they contain.

Are By Valenti products hypoallergenic?

Although all the ingredients we use are natural and generally safe for all skin types, certain allergic reactions may occur if the individual is sensitive to certain botanicals. If you have extremely sensitive skin do a test in a small area of your body before fully using any of our products. All our products offer a complete list of ingredients. If there is anything you are sensitive to and would like to avoid it verify such ingredient isn't listed in the ingredients list of that particular product.

Are your products USDA Certified Organic?

We became USDA Certified Organic by the Global Organic Alliance, Inc. on March 2014. On September 2015, we decided not to renew our organic certification due to the fact current USDA standards do not work for cosmetic manufacturers in providing safety assurance to consumers. You can read our public announcement by following this link By Valenti Organics won't renew its USDA Organic Certification.

What is the Freschezza symbol on your products packaging?

Freschezza in Italian means Freshness, which is our unique way to present the expiration date on all our products. Inside this Freschezza symbol you'll find the date until the product can be used, when is most effective.

Do you use the Open Jar Expiration Date method (PAO symbol)?

Yes. We use the PAO (Period-After-Opening) symbol, also known as the open jar expiration date, which identifies the number of months a product can be used AFTER it has been opened.


Legalese

Where can I find your Privacy Policy?

You can find our privacy policy here.

Where can I find your Terms and Conditions?

Please click here for our terms and conditions.

How do you secure my information?

We count with 256-bit SSL which is the standard for Internet Protocol (IP) transactions or data transmitting on the internet ensuring that all the transactions are fully encrypted. For more information please read our Privacy Policy.

Do you store my Credit Card information?

No. Your financial information is never stored.

Is ByValenti.com PCI Compliant?

Yes. By Valenti Organics is PCI Compliant.

Updated 03/07/20222