Frequently Asked Questions
Product Q&A
What is in Aidance products?
Aidance products are made from natural Jojoba Oil, Organic Beeswax, Essential Oils, and
our patented Electron-Active™ Silver Oxide. These natural and nurturing properties combine to form an
cream/ointment for the skin that is truly unique and
effective.
What is Electron-Active Silver Oxide? How is this different from Colloidal Silver?
The Aidance Electron-Active Silver Oxide is one of the ingredients that makes Aidance
products unique. The strong multivalent bonds between the silver and oxygen ions in the
silver oxide molecule make it extremely stable and will not bond to normal skin cells. In
contrast, one of the concerns with Colloidal Silver is the possibility that
excessive use will lead to free silver molecules bonding with healthy skin
tissue and organs. Such excess (with colloidal silver) can lead to a medical condition known as Argyria
where skin and tissue is discolored with a blue hue.
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Is this safe?
After four years of customer use worldwide, Aidance has not receive a
single documented report of adverse side effect. Many of the ingredients in Aidance products have been used
for generations for their
soothing and healing properties. Silver in proper amounts and usage has also
been known by naturopaths, homeopaths and other healers for its germicidal and
therapeutic benefits. In fact, the use of silver in wound and burn dressings,
developed by numerous companies, is approved by the FDA.
Importantly, the U.S. Environmental Protection Agency (EPA) did evaluate and
approve the Aidance Electron-Active Silver Oxide (tetrasilver tetroxide) in
another product for use to disinfect swimming pool water. In fact, the EPA
awarded the silver oxide its highest safety ranking. At Aidance, we indicate
that our skincare products are for topical (non-oral) use only. The amount of
silver oxide in Aidance products is well below the concentrations in the EPA
safety studies.
Are Aidance products FDA approved?
As cosmetics, Aidance products are governed by voluntary guidelines
established between the FDA and the Personal Care Products Council. Cosmetic products are "intended for the cleansing, beautifying and moisturizing of the
human body." Hence, Aidance products are, as we promote it, a "All-Natural Silver +
Oxygen Skin Creams.” We do not make curative claims. Still, many customers with
a variety of skin conditions tell us they have benefited from its soothing,
moisturizing and other properties.
Does these products really work?
As we have indicated, Aidance intends its products to be used as a skin cream chiefly for
improving the condition of the skin. Still, the
anti-pathogenic and germicidal properties of the Aidance silver oxide have been
recognized and documented by fourteen reputable and independent contract research
organizations (CROs).
Furthermore, we have a very liberal return policy where customer satisfaction is
100% guaranteed, yet we receive very few returns or requests for refunds.
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How long do Aidance products take to work?
For certain conditions, some customers report feeling relief upon initial
application (within minutes). For other conditions, customers tell us it can be a few days until they feel
and see improvement in their skin.
Your products seem expensive. Why is that?
At Aidance, we use only the finest natural ingredients, combined with our
patented silver oxide. We could use lesser grade ingredients, such as
petrolatum or mineral oil, to lower our costs and pricing, but we believe that investing in the
best ingredients (natural jojoba oil, organic beeswax, and the finest essential
oils) creates the very best product. Our high customer satisfaction levels
confirm this philosophy.
Applying Aidance Products
What is the
best way to apply Aidance
products?
Cleanse the skin with soap and water, then dry. Rub a small amount into the
desired skin area 2-4 times daily or as needed. Continue as
long as you feel necessary ( a few days to a few weeks) until the condition of
your skin is restored to natural health. If larger quantities of the
cream/ointment are required, cover with a bandage or sterile cloth to prevent
staining of clothing and fabircs.
How do I know if I am
allergic to Aidance products?
The most common potential allergen is either our silver-oxide or essential
oils.
Basically, if you can wear silver jewelry without getting a rash, it is unlikely
you will have a problem our silver oxide. The other all natural ingredients in our products--Jojoba
oil, beeswax, and essential oils--have even rarer allergenic effects. As with
any product, use sparingly at first to confirm no allergic reaction. Please
consult your healthcare professional for all medical issues, including advice on
potential allergens.
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Can I go out into the Sun after applying
Aidance products?
The silver oxide in Aidance products can discolor slightly when exposed to strong
sunlight. Therefore, you may wish to cover any exposed skin that may come in
contact with direct sunlight. Individuals may find that nightly applications on
such skin areas (face) are one way to ensure
absorption before sunlight exposure. Should the silver yellow or darken with exposure to sunlight, it
can be easily washed off. Despite occasional discoloration, Aidance products are
entirely safe.
Will Aidance products stain or discolor my skin?
Your skin will not be stained. As long as you gently rub in the cream, it
will turn nearly clear. Repeated users with fair skin may see some very tiny grey
silver particles on the applied areas. These can be easily removed with soap and
water. As indicated above, the Aidance silver oxide is not a form of ingestible colloidal silver.
Therefore, possible concerns of Argyria (and the bluing of skin tissue) do not
apply. Please also see preceding FAQ section about sun exposure.
Can I apply Aidance products to my scalp?
Yes. Customers often use Aidance products on their scalp. Individuals with a full head of
hair should take care not to apply an excessive amount.
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Ordering & Payments
What type of payments do you accept?
- International customers need to place orders online with a major credit card.
- For domestic U.S. customers, in addition to credit cards and debit cards we
also accept money orders and certified bank checks from recognized national
financial institutions.
- Currently we accept Master Card, Visa and Discover, debit cards, Pay Pal and
money orders.
Where do I send my money order or certified bank check?
Certified payments must be made payable to Aidance Skincare and sent
to:
Aidance Skincare, PO Box
603321, Providence, Rhode Island 02906 USA
Please make sure to include your Telephone No. and Shipping Address. Be sure
as well to calculate the correct amount. We recommend using the "Buy" page and then printing the "Check Out" page with
your total amount and order details.
Why is my debit/credit card being denied?
If your order transaction is being denied, please be sure you are entering
the correct Street and Zip code information into your 'Bill To' address fields
during your checkout. These need to match what your credit card company has on
file.
If you believe the information you’ve entered does match but you are still
are having problems, and are using a debit card, contact your bank to make sure
you have not exceeded your daily spending limit.
If you have a debit card and are still experiencing problems, we strongly
suggest that you do not attempt an excessive number of transactions. This may
cause your bank to hold funds for up to 24 hours in certain situations.
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Why has my card been charged before I have received my order?
To keep pace with the volume of orders we receive, we need to be sure of
payment when you place your order. Our commitment is to fill your order within
24 hours (on business days), unless otherwise noted. For U.S. customers who are
uncomfortable with this policy, we do accept money orders and bank checks from
major national banks and institutions.
Why was my debit card denied recently but I still see charge(s) on my bank
statement?
For your protection, in the case of a lost or stolen credit/debit card,
Aidance verifies that the Billing Street and Zip code you entered on the Check
Out page match those on file with your card's financial institution. If these do
not match, we invalidate the sales transaction.
Unfortunately, in the case of debit cards, this may mean that your card's
financial institution may hold funds in the amount of the attempted charge for
up to 24 hours until the electronic banking network communicates that the
transaction was invalidated. Rest assured - we do not receive these funds; they
have not left your bank account.
In the unlikely scenario that your bank holds these funds for longer than 24
hours, contact us and we will work with you and your bank to demonstrate the
sale was cancelled so that these funds are made available to you.
Refund Policy -- Where do I return product for a refund?
If, within 30-days after receiving a product from Aidance, you are
dissatisfied with our product(s), you may call Aidance Skincare at
1-877-424-3262 x 703 or email service @ aidanceskincare.com. At your
option the company will either issue you a Return Authorization
Number or Extension of Grace Period Number (giving you an additional
30+ days to use the Aidance product).
When contacting us, please be sure to include the date of your
order, your Order
Confirmation Transaction ID or other form of identification, and a
brief explanation of your dissatisfaction. If a Return Authorization
has been approved you will be given mailing instructions. A refund
credit (less shipping and handling charges or allowances**) will be issued within 7 business days
after return of the used or unused product(s) you purchased.
NOTE 1: For larger orders of 3 or more tubes, only 2 tubes can be used
or opened, the remaining must be unused and intact to receive the
refund.
NOTE 2: This Policy Applies only to Aidance Products purchased on
AidanceProducts.com
We cannot refund Store & Retail Purchases. Please see store directly
in such cases.
** Refunds Less S&H Charges or
Allowances. These are the charges indicated on the Buy page at
the time of your purchase.
For example, if the total order was $29.95 consisting of $24 for
product and $5.95 for Shipping & Handling then the refund amount
will be $24.
** Free S&H Offers: For promotional offers of Free
Shipping & Handling, the value of the offer will also be deducted
from the total refund amount since this amount reflects actual costs
Aidance incurs from 3rd party shipping companies.
EXAMPLE 1: If the total order was $48 consisting of $48 for
product and Free USPS Mail where the USPS Mail charge was normally
$5.95, then the actual refund amount would be $41.95.
EXAMPLE 2: Similarly, if the offer is a Free FedEx Upgrade, the
difference between the standard FedEx charge and the amount paid
towards that offer will be considered the allowance and deducted
from the refund amount.
I.E.: If the amount paid was for USPS Mail at $6.95 and
the normal FedEx amount is $19.95 then the difference of $13 will be
deducted from the total order amount. If the total order was $54.95,
then the refund amount would be $41.95
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Shipping & Handling
Where's my order?
We ship all orders within 24 hours on business days (unless otherwise posted
on the website). Depending on the shipping method you choose (FedEx or US Mail)
and where you live, delivery times will vary.
- FedEx - Domestic
For FedEx Overnight, for 95% of locales, FedEx delivers by 3 pm at the latest
the following business day. There are no deliveries on Saturday or Sunday.
Please note that we need to receive your order by 2 pm in order to assure the
order is processed for that day.
- FedEx - International
Times can vary based on country as well as the destination country's customs
procedures. Barring any customs delays, the delivery window should be two to
five days.
- US Mail - Domestic
Our experience with 1st Class U.S. Mail has been two to five days within the
continental United States
- US Mail - Air Mail/International
Delivery times when shipping internationally via USPS can vary greatly
depending on the destination country and its customs procedures. Shipments from
the U.S. to Canada or to the U.K. can be fairly quick if not delayed in Customs.
Postal strikes in destination countries can also adversely impact deliveries.
The general range for this shipping method is one to three weeks.
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How do I track my order?
When your order was shipped, you were emailed a tracking number. If you did
not receive this, call us at 1-877-4-AIDANCE or e-mail customer service
(service@ aidanceskincare.com), and we will send you either the USPS tracking
number or the FedEx tracking number.
International Note: For International Orders shipped via US Mail (USPS) Air
Letter Post: Conventional Tracking numbers are not available. However, you will
be sent the Custom's Declaration number. Many times this can be used by your
local postal authority and/or customs office to help with Shipment information.
If your order was an International FedEx, then standard FedEx tracking will work
fine.
Can you ship to U.S. Armed Services bases?
Yes, but only using the U.S. Mail (USPS). FedEx does not deliver to APO/FPO
addresses. Military designated addresses, APO (Army Post Office) and FPO (Fleet
Post Office), allow mail to be delivered to overseas military locations. APO
addresses are associated with US Army or Air Force installations. FPO addresses
are associated with US Navy installations and ships in the United States.
For your Shipping Address on the Check-Out page:
- Be sure to enter your full name, grade, and PSC or
unit number using the Name and Street fields
- The City must be entered as either "APO" or "FPO"
- The Province Field (instead of State) must be entered
with either "AA" "AE" or "AP": AE for Armed Forces Europe, AA for Armed
Forces Americas, or AP for Armed Forces Pacific
- You must enter your Zip code
Each country has its own import restrictions. Some items cannot be shipped to
APO/FPO addresses. You must be aware of any such restrictions for the region in
which you are stationed. We have not had any issues yet with Aidance
products.
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Can FedEx deliver to my Post Office Box (POB)?
No. FedEx deliveries require a street or building address.
I entered the wrong shipping address - can you change it?
Call our Customer Service team at 1-877-4-AIDANCE or e-mail customer service
(service@ aidanceskincare.com).
If we have not already shipped the order we will change the address. If the
shipping address is different from your billing address, we will need to speak
to you over the phone to confirm the authenticity of the change. If we have
already shipped the order we will need to have it returned before re-sending.
How is this packaged for shipping? Is it discreet?
The only identifying information is "Aidance Skincare," with our address and
of course your name and mailing address. There are no markings at all which
would indicate any manner of sensitive personal use.
I am outside the U.S.- are there import or Customs issues?
Generally speaking, we rarely experience the shipment being refused by the
Customs Office of the destination country. We do our best to meet general
documentation requirements. However, it is possible that certain countries
might require additional documentation from you. Such a circumstance is your
responsibility. Aidance is not responsible for product being impounded due to
customs issues beyond U.S. borders. Order refunds, less Shipping and Handling,
will only be given if the product is returned to Aidance.
If you have concerns about customs delays in your country, we recommend
choosing the International FedEx delivery option and making sure to provide your
telephone number on the Check-Out page.
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Product Q&A