Customer Service

 1. How will I know when my order is received?

Once you have provided your credit card information and submitted your order, you will receive a "thank you" confirmation page that provides you with your order confirmation number saying: Hi _____, we're getting your order ready to be shipped. We will notify you when it has been sent.”  We recommend you print and save for future reference. You will receive updates by email if there are any delays in processing your order.

2. How can I check the status of my order?

We usually ship our products with USPS / Priority Mail and you will be notified by email as the order is being shipped out to you, thereby allowing you to track the package online using the tracking link.  

You may also track the status of your order in the "My Account" section of our website if you have registered with us.

We highly recommend creating an account, as this will enable you to not only access your order history and track new orders, but also add items to your wish list, save multiple shipping addresses, and enjoy a much faster checkout process in the future. To create an account, click on the "Create an Account" link in the upper right hand corner of this page.

3. Is it safe to order online?

Absolutely. We understand how important security is to our customers. When you place your order online, the most advanced consumer online security technology to date is used to protect you and your credit card information. You can rest assured that your order will be placed safely and securely. Moreover, we will never sell, rent or license any of our customers’ personal information to a third party. For more information, please see our Privacy Policy.

4. Which credit cards do you accept? Can I use PayPal?

We accept Visa, Mastercard, American Express, and Discover through our online store. Regretfully, we cannot accept personal checks or cash, but we do accept payments via PayPal.

5. How do Pomega5 promo codes work?

Once you’ve selected all of the items you would like to purchase, go to "checkout". On the right hand side you will see a section labeled "Coupon Code." Simply enter the promo code in the empty field, click "go," and the discount will be automatically applied to your order. If the order total does not update, please click "update quantity" and check that you are entering the code correctly, or that the promotion date has not expired. If you are still have difficulties, please contact Customer Service.

6. Does Pomega5 ship internationally?

For international orders, please contact our Customer Service at 415-451-8086.  Your order will be processed manually, after your confirmation that you  accept full responsibility for the international shipping charges, as well as any importation duties that apply. Rates will vary based on location, and FedEx’s toll free line can provide information on what to expect in each situation. As long as you’re good with these terms, we’re good to send you products!

7. Do you deliver to PO Boxes or APO / FPO Boxes?

Since we are usually shipping via USPS we will are able to ship to PO Boxes.  Note, however, that FedEx does not deliver to PO or APO / FPO Boxes, so we regretfully can’t offer this option at present.

8. When should I expect to receive my order?

Most orders ship within less than 48 hours of receipt. If an order is placed on Friday or over the weekend, it will be processed on Monday - we don’t like to have our products sitting around in the shipping warehouse (especially in the summer heat!) and would like for them to arrive at your doorstep in the freshest condition possible.

Products are shipped via USPS Priority or Express. Depending on the destination, packages will arrive within 1 to 4 business days. If you would like to expedite the arrival of your order, please indicate the appropriate shipping option as you are checking out.

Orders with a value of at least $350.00 will require a signature upon delivery. If this is inconvenient please let us know when ordering in the notes section.

9. What is Pomega5’s return policy?

We guarantee the highest quality of our products, both in terms of ingredient selection and manufacturing, and we would like for you to be completely satisfied with your purchase. If you are unhappy with your order for any reason, we will credit you for the unwanted item(s) or allow you to make an exchange. We ask, however, that you please take into consideration the following:

·         You must have purchased the products directly from Pomega5, either on our website, or by speaking with an authorized Pomega5 sales representative. We cannot accept returns from other retail outlets that stock our products.

·         Items must be returned within 30 days of order date. Since Pomega5 products are made with bioactive ingredients and lose potency with time, we recommend using them within a few weeks of purchase to measure maximum efficacy and skin compatibility.

·         We cannot honor returns for items that have been willfully damaged, stored in unfavorable conditions (temperatures above 75º F), or been overly used.

·         We cannot refund original shipping and handling charges.

To initiate your return, please contact Customer Service using the web contact form or call (415) 451-8086. You will need to send the product(s) back along with the original sales receipt and a short notation indicating your reason for return. In the case that a product is defective, or has been shipped to you in error, we will provide you with a pre-paid shipping label so that you may return the item(s) free of charge.

10. Can I request samples?

You may request a sample when you place an order by indicating your preference in the message / comment field at checkout. If the item you request is available in a sample size, we’ll include it with your shipment.

11. How can I speak to Customer Service?

You can reach us at our office by dialing (415) 451-8086. Our regular business hours are Monday through Friday, 9 am - 5 pm PST. If you can’t get a hold of us, leave a message any time and we’ll get back to you shortly.