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Customer Service

Read First: General Questions

Who can apply for Bioelements.com/pros?


Bioelements.com/pros is created exclusively for Spa + Salon Businesses, Licensed Estheticians and Cosmetologists, Bioelements Partnership Schools and their Students, and other industry professionals.

 

What types of businesses qualify as a Spa + Salon Business?


Bioelements will sell to these types of Salon + Spa businesses:

  1. Salon with Spa Services
  2. Day Spa
  3. Sola Spa Booth Renter
  4. Independent Esthetician (not a sola spa - booth renter)
  5. Med Spa
  6. Wellness Center

 

What can I buy on Bioelements.com/pros?


Salon + Spa Businesses
can purchase from the entire Bioelements catalog for their business operations and client service needs. This includes retail and pro-use-only products, pro and back bar sizes, mini sizes, sample foil packs, retail and treatment room tools, and more. A qualified Salon + Spa Business will be considered a Bioelements Authorized Reseller, which entitles you to exclusive partnership benefits including special offers, the Bonus Box program, Spa Locator listing, and more.

Licensed Pros (estheticians and cosmetologists) can purchase products for their own, at home personal use. They cannot purchase products that would be used in a business.

Current students can purchase products for their own, at home personal use. They cannot purchase products that would be used in a business.

Partnership Schools cannot make purchases on Bioelements.com/pros. They only have access to the site’s educational info, product knowledge, and news.

Other industry professionals (including store managers or sales reps) cannot make purchases on Bioelements.com/pros. They only have access to the site’s educational info, product knowledge, and news. This access is valid for one year.

 

Why do I need to provide my credentials/proof of licensure?


Proof of licensure is required to ensure only qualified and or/trained esthetics professionals can get access to and purchase our professional-use-only formulas.

I’m a licensed pro (esthetician or cosmetologist). What happens when my license expires?


If you currently have a licensed pro account, you’ll receive a notification via email before the expiration date of the license you provided when you last applied for access. This email will alert you that you will need to re-apply with your new, updated license. We will also send an additional reminder email once the license officially expires.

 

I’m a current student. What happens after I graduate?

If you currently have a student account, you’ll receive a notification via email before your graduation date. This email will alert you that your student access is going to expire, and that you will need to apply as a Licensed Esthetician/Cosmetologist. We will also send a follow up email once your student access officially expires.

I’m a spa or salon business looking to become an authorized reseller. Why do I have to launch with an Opening Order Plan?

 

If you are a Spa or Salon Business with a brick and mortar physical location, and you want to partner with Bioelements as your premium skincare line for your facial treatment room(s) and want to retail our products, one account holder will be granted permission to apply under your business name. You will need to provide your professional license or your business license when applying for an account. After granting you access, you will be able to select and purchase a new door Opening Order Plan for your business. We have six opening order plans to choose from, and each one is carefully curated for every type of business. Purchasing a Opening Order Plan is necessary - to ensure your business can be considered a committed Bioelements Partnership Spa, and therefore receive all the benefits that come with this partnership.

Your business will also be required to sign off on the Bioelements Authorized Reseller Agreement, which details your rights to use and sell our products in your brick and mortar salon or spa to customers. It includes the expectations that must be met in order to maintain the reputation of our network of select Authorized Resellers who are passionate about professional skin care, understand quality, appreciate education, and know how important it is to deliver an extraordinary customer experience. See the Authorized Reseller Agreement here.

After your initial new door Opening Order Plan purchase, you will be granted full purchasing access to our entire catalog - which includes spa business items like sample foils, retail support tools, treatment room tools, forms and more - and enjoy all the benefits of a Bioelements Partnership Account.

Spa + Salon Accounts - Buying for a Business

Types of Businesses


Bioelements will sell to these types of spa + salon businesses:

  1. Salon with Spa Services
  2. Day Spa
  3. Sola Spa Booth Renter
  4. Independent Esthetician (not a sola spa - booth renter)
  5. Med Spa
  6. Wellness Center

Order Processing, Tracking, Cancellations/Changes and Returns

Bioelements Spa + Salon Business Order Processing Rules

  • Orders are typically processed within 1-2 business days Monday through Friday (excluding holidays) from 8:00 am to 4:00 pm MST. Orders placed after 4:00 pm MST will be processed the very next business day. Orders placed on Saturday and Sunday will be processed by close of business Monday.

  • Majority of orders will ship within 1 business day.

  • You will receive an email order confirmation from Bioelements after you place your order.
  • All purchases are subject to bank authorization prior to processing. Only orders that are authorized will be processed and shipped.

How to track your order

A tracking number will be generated as soon as your shipment is prepared. It may take up to 24 hours for you to see your shipment's journey. You can track your Bioelements.com/pros order in one of three ways:

  1. Via email: Once your order ships, you will receive an email with a link to your confirmation page with the updated tracking number for your package. You may click on the tracking number to be re-directed to the carrier's website to view the delivery status of your order.
  2. Via your Bioelements.com/pros account: Sign in to your bioelements.com/pros account. Click on the order number in the order history tab on your account screen to view detailed information on your current and previous purchases. After your order is shipped your tracking number will be displayed. To track your order via the carrier's website, you may click on the tracking number to view the delivery status of your order.
  3. Via text: Sign up for SMS alerts on the order confirmation page to receive a text notification when your order has shipped.

Order cancellations + changes

To cancel or change an order you just placed on bioelements.com/pros, please call Bioelements Customer Service at 800.433.6650 (Monday-Friday, 8:00am to 4:00pm MST) or email customerservice@bioelements.com. Please know that we make every effort to process your orders promptly. Because of this, your order may have already been processed. If your order has been processed, and you still wish to cancel your order, you will be assessed a 25% restocking fee.

Returns

Overstock items being returned will be assessed a 25% restocking free. Please call 1-800-433-6650 or email customerservice@bioelements.com for a Return Authorization Number (RA#). Please write this RA# clearly on the box that contains the merchandise you are returning. We will not accept any boxes that do not have an RA#. No product returns or exchanges will be accepted beyond three (3) months of the purchase date from the original invoice. All returns must be received in their original condition with the any safety seal or tamper-resistant wrap intact. Products needs to be packed properly and cannot be broken, leaking or crushed. Credit or exchange will not be given for damaged goods.

 

Shipping Rates + Freight for Spa + Salon Businesses  

Spa + Salon Business Shipping Rules + Rates

  • We only accept orders shipping to a domestic shipping address
  • Orders shipping to HI and AK are not eligible for FedEx 2Day or FedEx Standard Overnight
  • We cannot ship to P.O. Boxes or APO/FPO addresses.
  • Bioelements does not support multiple addresses in one order. You must place separate orders with different ship-to addresses to ship to multiple addresses.
  • Orders over $99 ship for FREE via FedEx Ground
  • Freight orders can only ship to a commercial address. All freight orders pay actual freight amount plus applicable surcharges. If an order needs to be shipped via freight, one of our representatives will call you to arrange. Opening order packages that need to ship via freight will be FREE, but lift gate or inside delivery services are available for an additional amount. Please speak with your Bioelements Direct Representative on these details.

 

Order Total FedEx Ground FedEx 2Day FedEx Standard Overnight

$0-$98.99

$11.99

$24.99

$34.99

$99+

FREE

$29.99

$39.99

FedEx Ground

Orders shipped via Ground Shipping in the contiguous US are delivered within 3-5 business days of the shipped date, not including weekends or holidays.

FedEx 2Day

Orders must be placed by 9 am MST (excluding weekends and holidays) in order to be processed and shipped the same day, depending on product availability. 2-Day Express shipments within the contiguous US are delivered in 2 days, not including weekends or holidays.

FedEx Standard Overnight

Orders must be placed by 9 am MST (excluding weekends and holidays) in order to be processed and shipped the same day, depending on product availability. Orders shipped via Standard Overnight within the contiguous US are delivered in 1 day before 5:30 pm, not including weekends and holidays.

 

Missing or Damaged Items

How to report a missing or damaged product

Please inspect each box carefully for damaged or missing items.

  • If your shipment arrives damaged, contact the shipping carrier directly.
  • If you are missing an items, please call 1-800-433-6650 or email customerservice@bioelements.com within 5 business days. Please have your order confirmation number at the ready.

 

Resales Sales Tax

All orders shipped from Bioelements.com/pros will be subject to sales tax, applicable in accordance with the tax code of the state and county where the order will be shipped.

Licensed Pros + Current Students (esthetics or cosmetology) — Buying for Personal Use

Purchase policy for Licensed Pros + Students


Licensed Pros
are individuals who hold a current, valid license, and want to shop for Bioelements products for their own personal at-home use. They do not purchase Bioelements products for their business, or for a spa account. Only at-home, personal product use.

Note: If you are an independent esthetician booth renter/sola spa and want to become an Authorized Reseller and carry Bioelements as your premium skin care line in your place of business, you should apply as a Bioelements Spa + Salon Business.

Students are individuals who are currently enrolled in an esthetics or cosmetology school with a Bioelements program, and want to shop for Bioelements products for their own personal at-home use. They do not purchase Bioelements products for a business, or for a spa account. Only at-home, personal product use.

Those with Licensed Pro or Student accounts will be able to purchase from a select catalog. Orders are limited to no more than three (3) units of any items with a maximum purchase of $350 per customer. Only Spa + Salon Businesses are able to place orders for more than 3 above $350 earn Partnership Spa Benefits and have the ability to purchase bulk sizes and support tools.

Any order over $350 placed by a Licensed Pro or Student will be flagged and suspected as a spa business purchase. The order will not be processed until the account transitions to a Spa + Salon Business account. New Spa + Salon Business accounts are required to first purchase an Opening Order Plan before they can make any additional orders.

There are 5 different opening order plan options, each carefully curated to best suit the needs of all business types. Plans vary on the number of services that can be performed as well as the amount of support included. Regardless of the plan selected, all plans were designed to offer the greatest value and provide everything needed for a successful launch with Bioelements. Of course, once you purchase a plan you will have complete access to our site and the freedom to purchase anything from our catalog.


Order Processing, Tracking, Cancellations/Changes and Returns

Order Processing Rules for Personal Use Purchases

  • Orders are typically processed within 1-2 business days Monday through Friday (excluding holidays) from 8:00 am to 4:00 pm MST. Orders placed after 4:00 pm MST will be processed the very next business day. Orders placed on Saturday and Sunday will be processed by close of business Monday.
  • Majority of orders will ship within 1 business day.
  • You will receive an email order confirmation from Bioelements after you place your order.
  • All purchases are subject to bank authorization prior to processing. Only orders that are authorized will be processed and shipped.

How to track your order

A tracking number will be generated as soon as your shipment is prepared. It may take up to 24 hours for you to see your shipment's journey. You can track your Bioelements.com/pros order in one of three ways:

  1. Via email: Once your order ships, you will receive an email with a link to your confirmation page with the updated tracking number for your package. You may click on the tracking number to be re-directed to the carrier's website to view the delivery status of your order.
  2. Via your Bioelements.com/pros account: Sign in to your bioelements.com/pros account. Click on the order number in the order history tab on your account screen to view detailed information on your current and previous purchases. After your order is shipped your tracking number will be displayed. To track your order via the carrier's website, you may click on the tracking number to view the delivery status of your order.
  3. Via text: Sign up for SMS alerts on the order confirmation page to receive a text notification when your order has shipped.

Order cancellations + changes

To cancel or change an order you just placed on bioelements.com/pros, please call Bioelements Customer Service at 800.433.6650 (Monday-Friday, 8:00am to 4:00pm MST) or email customerservice@bioelements.com.

Please know that we make every effort to process your orders promptly. Because of this, your order may have already been processed. If your order has been processed, you can return your products for a full refund within 30 days from the ship date (less shipping charges).

Returns

Not satisfied with your product? No problem, all products purchased through bioelements.com/pros may be returned within 30 days from the date of purchase, for any reason.

To return your product, please call Bioelements Customer Service at 800.433.6650 (Monday-Friday, 8:00am to 4:00pm MST) or email customerservice@bioelements.com for a Return Authorization Number (RA#). Please write this RA# clearly on the box that contains the merchandise you are returning. We will not accept any boxes that do not have an RA#. Bioelements Returns & Exchanges 3502 E. Boulder Street, Colorado Springs, CO 80909

Your package must be postmarked within 30 days of purchase to be eligible for a refund or exchange. We suggest sending your package via USPS, UPS, FedEx or other insured carrier to ensure prompt delivery - and remember to pack carefully as most carriers will reject a package that is leaking.

If you purchased Bioelements products at a store, spa or salon, or online reseller; please contact them directly to inquire about their return policy.

 

Shipping Rates for Licensed Professionals + Esthetics/Cosmetology Students Buying for Personal Use 

Shipping Rules + Rates for Personal Use Purchases

  • We only accept orders shipping to a domestic shipping address
  • Orders shipping to HI and AK are not eligible for FedEx 2Day or FedEx Standard Overnight
  • We cannot ship to PO Boxes, APO/FPO addresses or multiple addresses.
  • Bioelements does not support multiple addresses in one order. You must place separate orders with different ship-to addresses to ship to multiple addresses.
  • Orders over $99 ship for FREE via Fed Ex Ground
Order Total FedEx Ground FedEx 2Day FedEx Standard Overnight

$0-$98.99

$11.99

$24.99

$34.99

$99+

FREE

$29.99

$39.99

FedEx Ground

Orders shipped via Ground Shipping in the contiguous US are delivered within 3-5 business days of the shipped date, not including weekends or holidays.

FedEx 2Day

Orders must be placed by 9 am MST (excluding weekends and holidays) in order to be processed and shipped the same day, depending on product availability. 2-Day Express shipments within the contiguous US are delivered in 2 days, not including weekends or holidays.

FedEx Standard Overnight

Orders must be placed by 9 am MST (excluding weekends and holidays) in order to be processed and shipped the same day, depending on product availability. Orders shipped via Standard Overnight within the contiguous US are delivered in 1 day before 5:30 pm, not including weekends and holidays.

 

Sales Tax

 

All orders shipped from Bioelements.com/pros will be subject to sales tax, applicable in accordance with the tax code of the state and county where the order will be shipped.

 

Frequently Asked Questions

How can I shop on Bioelements.com/pros?

In order to shop on Bioelements.com/pros, you must qualify as one of the following:

1. A Current Bioelements Spa + Salon Business. This means you use Bioelements in your treatment room and for resale. You will have access to shop our full catalog.

2. A New Spa + Salon Businesses. New Spa + Salon Business accounts are required to first purchase an Opening Order Plan before they can make any additional orders.

Qualifying Spa + Salon Business types are:

  1. Salon with Spa Services
  2. Day Spa
  3. Sola Spa Booth Renter
  4. Independent Esthetician (not a sola spa - booth renter
  5. Med Spa
  6. Wellness Center

There are 6 different opening order plan options, each carefully curated to best suit the needs of all business types. Plans vary on the number of services that can be performed as well as the amount of support included. Regardless of the plan selected, all plans were designed to offer the greatest value and provide everything needed for a successful launch with Bioelements. Of course, once you purchase a plan you will have complete access to our site and the freedom to purchase anything from our catalog.

3. A Licensed professional, or a current Student (esthetics or cosmetology). You will be able to shop for your personal use from our full catalog with the exception of support items and bulk formulas that are designated for Spa + Salon Businesses. Orders are limited to no more than three (3) units of any items with a maximum purchase of $350 per customer.

To apply to gain access to the professional site, click HERE.

Can I shop on Bioelements.com/pros for my business if I buy through a distributor?

Sure! If you create an account with us, you will be able to shop our full catalog for your business on bioelements.com/pros. You just need to create an account with Bioelements and provide us credentials for validation. Please allow up to 5 business days for us to verify your submitted information.

I am a licensed esthetician/cosmetologist. Can I shop on Bioelements.com/pros?

Yes. All licensed esthetic and cosmetology professionals can create a personal account to purchase select Bioelements products for your personal enjoyment. Orders are limited to no more than three (3) units of any item with a maximum purchase of $350 per customer.

Apply HERE. You will need a current professional license and ID at the ready and will be required to upload this credential for validation. Please allow up to 5 business days for us to verify your submitted information.

30 days prior to your license expiration, you will be notified via email to re-apply and upload your updated license.

You will also be able to have full access to product knowledge content and education to advance your learning with Bioelements.

I am a current esthetic/cosmetology student at a Bioelements Parntership School. Can I shop on Bioelements.com/pros?

Yes. Current students that attend a Bioelements Partnership School can create an account to purchase select Bioelements products for your personal enjoyment. Orders are limited to no more than three (3) units of any item with a maximum purchase of $350 per customer.

Apply HERE. You will need a valid student ID at the ready and will be required to upload this credential for validation. Please allow up to 5 business days for us to verify your submitted information and upon approval, your access to this site is valid for 365 days.

You will also be able to have full access to product knowledge content and education to advance your learning with Bioelements.

I am currently Bioelements Direct Spa + Salon Business. How do I gain access to Bioelements.com/pros?

If you a current Bioelements Partnership Spa that has purchased with use directly, we sent you an email invitation to the primary email associated with your business. When you receive that email, you will be directed to a page to ACTIVATE your site access. Then, you will enter a password. Your ship-to address, phone number and billing address information will be pre-populated. Review this information and make any necessary corrections or updates.

Only one person — most likely the spa owner/director/manager — who is responsible for ordering inventory can have access to your Bioelements Account. All other licensed professionals should apply HERE.

If you have any questions about gaining access, email customerservice@bioelements.com for help.

How many people can I have apply under my Bioelements Spa + Salon Business Account? 

Also related to: My entire esthetics team wants to apply under my Bioelements Spa + Salon Business Registration. Can they?  

Only one person — most likely the spa owner/director/manager — who is responsible for ordering inventory can have access to your Bioelements Registration. All other licensed professionals should create their own individual account and apply HERE.

If you have any questions about gaining access, email customerservice@bioelements.com for help.

How can my esthetics team access bioelements.com/pros? 

Also related to: My esthetician(s) want(s) to access the professional site. How should she create an account?

Your estheticians and ANY licensed professional, will apply HERE. They will create their own personal account and have access to all the great educational content our site offers. They will also have the added benefit of purchasing select Bioelements products for their personal use. (Maximum quantity limits apply).  

How long does it take to approve access to Bioelements.com/pros?

We are committed to maintaining our brand's reputation and this extends to taking the steps necessary to minimize the diversion of our products. Bioelements.com/pros was created exclusively for our Spa + Salon Businesses and licensed industry professionals This means, we will verify your submitted information before granting you access. This may take up to 5 business days.

I want to buy a pro-use-only formula, but it will not allow me to add it to my shopping cart.

Bioelements Professional-Use-Only Formulas (ex. Lactic-Plus Peel, our Custom Blends, etc.) are ONLY available for Bioelements Spa + Salon Businesses and Licensed Professionals to purchase.

I shop from both Bioelements Direct and through a Distributor. Can I create an account?

If you have an established account with Bioelements Direct and one of our Authorized Distributors, you can continue to purchase from both but will have two separate accounts. Note: These purchases will not be combined for our Bonus Box Program.

Shopping Information

Methods of Payment

We accept Visa, MasterCard, American Express, Discover and PayPal. For your security, your 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 these criteria.

We do not accept Terms or COD.

How is my payment information stored? 

 

Bioelements does not keep your credit card or payment information on file. Your payment information is encrypted and securely stored in Shopify PCI compliant servers.

 

Can I backorder a product that's out of stock 

When a product is out of stock, you will not be able to add it to your cart.

Can I call in my order? 

We have moved to a full ecommerce ordering solution to better serve you. We know you'll enjoy shopping on bioelements.com/pros from your mobile device, laptop, ipad - any device you want. Order 24/7 — place your orders on your time, not ours!

But if you must call in your order, contact us on 800.433.6650.

I forgot my password

If you forgot your password, please click 'forgot my password' on the login page.

Products, Ingredients + Formulations

Are your products vegan?

The vast majority of our formulas are vegan-friendly. Bioelements product ingredients are listed in full on each individual product web page on bioelements.com/pros, and on the outside of our boxes. We make the effort to identify non-vegan formulas where applicable, and always advise that you check the ingredient listing in full for any individual product you are interested in.

RETAIL PRODUCTS THAT ARE NOT VEGAN:

Acne Toner (honey)
Amino Mask (honey)
Probiotic Anti-Aging Serum (probiotic actives)

PRO-USE PRODUCTS THAT ARE NOT VEGAN:

Glycolic Detox Charcoal Peel Levels 2 & 3 (pollen)

Are your products gluten-free?


The vast majority of our formulas are gluten-free. Bioelements product ingredients are listed in full on each individual product web page on bioelements.com/pros, and on the outside of our boxes. We make the effort to identify gluten where applicable, and always advise that you check the ingredient listing in full for any individual product you are interested in.

PRODUCTS THAT ARE NOT GLUTEN-FREE:

Measured Micrograins +

 

Do your products contain allergens?

Bioelements product ingredients are listed in full on each individual product web page on bioelements.com/pros, and on the outside of our boxes.We make the effort to call out the most common allergens on the product web page, but if you are looking for a specific allergy, we advise that you read the ingredient listing in full or check with your allergist or physician.

What is the shelf life of products?

While specific products can vary, unopened Bioelements products in general have a shelf life of 1-3 years when stored properly. After opened, we simply recommend that products are used as directed promptly, within one year. OTC products (like SPF) will have a specific expiration date on them and you can also call our call center (800-433-6650) and check the specific batch number of any product.

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