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Customer Service

General Information

+ - Privai Points/Rewards

Sign up for an account and receive 25 points. (Value $2.50)

Refer a friend and each receive 100 points (Value of $10)

Earn 1 loyalty point for every dollar spent (after discount).

1 loyalty point = $0.10 that can be used towards a future purchase

Earn 50 loyalty points (Value of $5) for a review that gets approved (limited to a maximum of 3 reviews).

Must acquire 50 points to begin using the rewards. Only a maximum of 200 points can be redeemed per purchase.

Points cannot be combined with other offers/discounts.

Points can accrue without limit and expire on a rolling basis after 6 months.

+ - Shipping & Delivery

Your Privai products are hand poured and packaged at the time of order processing. Standard processing time for all online orders is 2-4 business days. From time to time with increases in volume or holidays, orders can take the full 5 business days to process. We do not build or ship orders on Sundays or holidays. If you know you need an order to arrive by a given date, please choose an expedited shipping option to ensure your delivery date expectation is met.

We cannot guarantee or provide a day of the week or time of day for delivery.

We ship orders Monday through Friday, with the exception of holidays, via UPS. Delivery times vary depending on ship-to location. Please contact our office at 888-4PRIVAI should you require a shipment specification not listed on our site (i.e., Saturday Delivery) to see how we may accommodate your request.

We ship to Alaska, Hawaii and the U.S. Territories via UPS Ground, 3 Day Select, 2 Day Air, Next Dair Air.

+ - Do you ship to a PO Box?

Unfortunately we cannot ship to PO Boxes.

+ - Cost to Ship

We ship all domestic orders via UPS. UPS shipping costs are as follows:
Standard Ground Flat Rate $6.95
3 Day Select, 2 Day Air, Next Dair Air

If your total order is $75 or more, we offer free Standard Ground shipping.

+ - Returns & Replacements

It is important to us that you love your new skincare. If you don’t, we want to make it right – you have up to 15 days from the date of receipt of products to return or exchange your order, subject to the below.

All products returned must be in an unused and saleable condition.

Only products purchased on www.privai.com may be returned for a refund. Privai products purchased from all other locations must be returned to their original point of purchase. No refunds or exchanges can be given on promotional items. There are no cash refunds and we do not credit or refund charges for shipping or handling.

You will be responsible for the return shipping & handling charges.

Our intention is for you to fall in love with your Privai skincare, so let us know how we can do that for you.

+ - How to Return

Returns must be made within 15 days of your receipt date for a refund. All products must be accompanied by the packing list and in unused, saleable condition.

Please email [email protected] or call 1-888-4PRIVAI and reference your www.privai.com order number in your request.

Please send product(s) to our Corporate Fulfillment center at:
Privai Returns
549 Elk Park Drive unit #709
Asheville, NC 28804

All returns will be credited back to the original credit card used at the time of purchase or your PayPal account within 12-15 business days of our Corporate Fulfillment Center receiving your return.

What if my order was wrong or the product is damaged?
Please contact us as soon as you can with your order number and details of the incorrect or damaged product. We want to ensure you are happy with your product.

+ - Payment, Pricing, Tax & Promotions

We currently accept Visa, Mastercard, Discover, American Express, and Pay Pal. Our site is 100% safe and secure.
Unfortunately, we do not accept international credit cards outside of the U.S. If you’re using a credit card, your billing name and address must match the credit card information used for payment.

You can also choose to pay with PayPal. When selecting this option at checkout, you’ll be sent to the PayPal site to complete your payment. Once you’ve done this, you’ll be sent back to our website to confirm your order and finalize payment.

Privai charges sales tax on orders, based on the destination of the order, in accordance with state and local tax laws. Privai has a business affiliation in NC, therefore we are required to charge sales tax based on the tax laws of that state.

Privai sends out Promotional Offer Codes and incentives through social media and our email newsletter. The best way to find out about our latest offers is by signing up for our emails and following us on Facebook and Instagram. These are the main ways we make offer codes available. You can add these offer codes to your cart at any time. You must be logged into your account in order to use a promotional code/offer. To create an account, click here.

+ - Applying an Offer Code

Simply go to your Shopping Cart and enter your code in the box that appears that says COUPON/REFERRAL CODE. The offer will be applied to your order.

Offer codes are case sensitive. All offers are available for a limited time only, and are subject to availability. Offers can’t be combined unless otherwise noted. And if you have any problems using an offer code, get in touch with our Privai Customer Service team.

+ - Updating Account Information

To change your account information, click on “my account” under Account in the navigational bar to the right of the screen on the homepage. Once you enter your login information you will be brought to your account page, which has a sidebar menu to the left of the screen under the heading “MY ACCOUNT”.

  • To change the way your name appears or your email address, click on the tab in the sidebar menu that says “Account Information”.
  • To change your billing or shipping address click on the tab in the sidebar menu that says “Address Book”. This will bring you to your address page, where you will have the options to click on “Edit Address”, “Delete Address”, or “Add Address”.
  • The email newsletter provides incentives and special offers for our Privai followers. To subscribe or unsubscribe to the Privai newsletter, click on the tab in the sidebar menu that says “Newsletter Subscriptions”, where you will have the option to subscribe, or click the box which says unsubscribe.