Customer Service Policy

Biodance is committed to providing exceptional customer service to every person who visits our website. We believe that how we treat you matters as much as how our products treat your skin. This policy outlines what you can expect from our team and what we expect from you as a valued customer.

Response Times
Our customer service team operates Monday through Friday, excluding major U.S. holidays. We respond to all inquiries within 24 business hours. Emails sent after 5 PM Eastern Time or on weekends will receive a response on the next business day. Our goal is to resolve your issue on the first reply whenever possible.

Contact Methods
You can reach us at [email protected] for all questions, concerns, or feedback. We do not offer phone support at this time, as email allows us to document your issue accurately and provide written instructions for returns, exchanges, or troubleshooting. For urgent matters, please mark your email as high priority and explain your situation clearly.

What We Help With
Our team assists with order status inquiries, product recommendations, return requests, shipping issues, and billing questions. We do not provide medical advice or dermatological consultations. If you experience a skin reaction, please discontinue use immediately and consult a physician.

Our Promise to You
We promise to treat you with respect, patience, and honesty. We will never pressure you into keeping a product that did not work for you. We will never hide fees or make refunds difficult. If we make a mistake, we will admit it and fix it.

What We Ask From You
Please provide your order number, full name, and a clear description of your issue when contacting us. This helps us serve you faster. Abusive or threatening language will not be tolerated, and we reserve the right to refuse service to anyone who behaves disrespectfully toward our team.