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Free samples with every order

FAQs

Shipping questions

Where do you ship?

At this time, we only ship within the United States. We also ship to APO/FPO address.

Where do you ship from?

All orders shipped from our facilities in New Jersey and California.

Where is my package?

Once your order is placed you will receive an email with tracking information. If you did not receive this email within 2-3 days please check your "spam" folder. All orders are shipped within 1-3 business days after the order has been placed.

If you believe that your package was lost please contact us right away and we will being a missing package trace with UPS. This process will take about 5 business days. We cannot replace packages until they have been confirmed missing.

We highly recommend signing up for an account to track the status of your order and receive timely updates.

You can quickly track the status of your package without an account HERE.

I placed an order can I change my delivery address?

If you made an error during your order entry and need to change your delivery address, please contact us as soon as possible at hello@nuebiome.com. We will make every attempt to ensure the correct delivery of your order.

What if I received an order with broken items, missing items, or my package is missing?

Immediately contact Customer Support as soon as possible after receiving your delivery or when you notice a package is missing. It is important that you contact us promptly, as we are unable to assist with items that arrived broken and/or missing outside of the 30-day return/exchange policy timeframe.

We will also require a photo of the broken items and/or package. We are unable to assist after 15 days from when a package marked as delivered.

Any broken or damaged package will need to be returned to our warehouse for further evaluation. Our team will reach out and arrange to send a replacement to your original address.

Do you offer free shipping?

Yes! Nuebiome.com offers FREE Standard Shipping on all U.S. merchandise. FREE Standard Shipping orders are processed within 1-3 business days, depending on product availability. We cannot guarantee a date of arrival with our free ship options. If you would like to purchase an expedited shipping method, this can be accomplished during the checkout process.

Returns questions

How do I start a return?

We are sorry that you did not absolutely love your Nuebiome purchase. To start the return process please visit our detailed product return page.

Do I have to pay to return my items?

Unfortunately, shipping cost are not refundable. You will be responsible for returning and paying the shipping cost to return the items to us. We recommend that if you are shipping an item over $70 that you use a shipping service with reliable tracking or insurance. If a return item is lost in transit to us, we cannot issue a refund.

Can I exchange a product?

At this time we do not offer exchanges on any items. However, you can return any unopened product to us for a full refund. Please visit our returns page for details.

Ordering Online Questions

Can I cancel an order once placed?

If you need to make a change or cancel an existing order, please contact us at hello@nuebiome.com for help with your order.

Are there discount codes that can be applied to my order?

Most of our discount codes are emailed. We encourage signing up to our emails to be notified about latest launches, news and special offers!

Can I use more than one promotion code at a time?

Each promotion code is limited to one order and therefore multiple codes cannot be applied to one order. Offers cannot be used in conjunction with other promotion codes. All promotion codes are available for a limited time and cannot be used once expired. Promotions are not redeemable for cash value. Nuebiome reserves the right to change, rescind offers and promotion codes or cancel an order at any time if we believe that a misuse or violation of our promotion terms has occurred.

Do you send samples?

Yes, with every purchase we will include at least one sample. Due to the limited nature of our samples, we only ship samples with a purchase. If samples arrived damaged we are unable to ship a replacement sample.

Can I select the sample that comes with my order?

Presently, samples cannot be selected or switched. We have hand picked samples that we believe will complement your skincare routine based on your purchase. If you are unhappy with your sample, we encourage sharing a sample with a friend or family member.

Shop Pay

What is Shop Pay?

Shop Pay has partnered with Affirm to offer an alternative payment method that allows our customers to 'buy now, pay later'. This allows you to buy something now, receive your goods, and pay them off later. Best of all, its interest free!

How often are Shop Pay payments?

Once you are approved for Shop Pay and your purchase is successful you pay for them in four equal, interest free installments, every 2 weeks.

Where can I find out more about Shop Pay?

For more information about Shop Pay please visit Shop Pay and Affirm's help center page HERE.

If you have a question about your ShopPay account, please contact the ShopPay toll-free Customer Support line at 1-855-423-3729 or get in touch with them HERE.

Account Questions

Why should I create an account?

By creating an account on Nuebiome.com you will be able to keep record of all your purchases, billing, and order tracking information. Another benefit is that you will be able to store multiple shipping addresses to expedite the check-out process.

How do I create an account?

Click on the account profile button on the upper right hand corner of the screen on any page. On the log-in page click "Sign up here" link to create an account. You can also create an account during your checkout.

I can't log into my account, how to I recover my password?

On the login page, click on the "forgot your password?" link for instructions on how to recover your password. If you are still having trouble contact us at hello@nuebiome.com.

Product Questions

Where are Nuebiome products made?

We are designed, formulated and produced in the USA at an FDA certified facility.

Does any of your products contain live probiotics?

The FDA prevents the inclusion of live bacteria into skincare formulations. However, research has indicated that although live probiotics confers benefits to the skin, so does inactivated probiotic lysates and filtrates. We formulate with probiotic bioferment lysates, filtrates at effective levels to confer benefits to the skin. We also include prebiotic sugars and postbiotic metabolites in every formulation. To learn more about the probiotics used in our formulations please see our bioferments page.

What is the Triple Bioferment?

The Triple Biofement is a blend of bioferments consisting of prebiotics, probiotics and postbiotics. This formulation is designed to revive and condition the skin barrier and microbiome. Learn more about our Triple Bioferment HERE.

Do your products have expiration dates?

Most of our products do not have an expiration date because they are cosmetic preparations. All Nuebiome products have a shelf life of 2 years (1 year after opening).

Are your products non-comedogenic?

Every Nuebiome product has gone through extensive clinical testing and none of the participants experienced any sort of breakouts or irritations that would cause them to discontinue use.

Do your products undergo testing?

To ensure all Nuebiome products are clean and safe, they undergo clinical testing to evaluate the potential for allergic reactions and sensitization. The battery of tests performed ensures that our products are safe, non-Irritating and allergy tested prior to manufacturing and releasing to our customers.

Are your products all-natural or organic?

Nuebiome aims for its products to be as natural as possible. All ingredients used in our products are naturally derived ingredients, which means they are sourced directly from a natural source or a synthetic alternative to a natural ingredient. We've done this in order for our products to be effective and safe for your body and skin. When a particular natural ingredient tend to be irritating to the skin at a high concentration, we opt for a safer synthetic alternative.

Is it normal to feel tingling when using the Nuebiome products?

Yes, this may be true for some of our products that contain acids. If you are new to our products that contain Glycolic Acid and Vitamin C, please start low and go slow, allowing your skin time to adjust. We use an effective concentration in all our products, therefore they tend to be very potent.

Do you use parabens?

No, we do not use parabens in any of our products.

Do you test your products on animals?

No, we do not test our products on animals.

Do your products contain animal derived ingredients?

No, it is our policy to use ingredients that are not derived from animals in any way. All of our ingredients are plant-derived.

Is your packaging recyclable?

All of our secondary external packaging are recyclable and we encourage upcycling our packaging. However, our primary opal glass packaging cannot be recycled and we highly recommend upcycling these bottles and jars.

Contact Us

Still need help?

If you are having issues placing an order, issues with our site, or have additional questions, please email us at hello@nuebiome.com.

Are you a social media influencer looking to collaborate?

We love working with influencers. Contact hello@nuebiome.com and include your information, how you would like to collaborate with Nuebiome and any other relevant information.