FAQ

Shipping, Delivery & Returns

Where do you ship?

Currently, we ship worldwide to most countries. We currently do not offer free international shipping, however, we offer a variety of shipping options via the USPS and UPS. While we will prepare all customs forms, we are not responsible for any customs duties, taxes or fees. 

Do you ship to PO/APO/FPO addresses?

Yes, we are pleased to offer USPS to Post Office Boxes and APO/FPO addresses.

What shipping options do you offer and what do they cost?

Free USPS Mail shipping on all orders. Need to get it sooner? We offer a range of USPS and UPS shipping options for an extra cost based on the service you choose and the timing for delivery.

When will my order ship?

We process orders within 1-2 business days. Should there be a delay for any reason, we will contact you.

How long will it take for my order to arrive?

All orders should be delivered within 1 to 5 business days within the 48 states and shipments to Canada, Alaska & Hawaii should arrive within 3 to 7 business days.

Once I place my order, can I change the delivery address?

If you have made an error entering your shipping address or need to make a change, please contact us as soon as possible.  We will make every effort to correct the delivery of your order.

Where's my package?

Once an order has shipped, you will receive an email with tracking information in order to easily track your package. If you have not received a shipping confirmation email within a few days of placing your order, please check your “spam” folder.

If you believe your package is missing we will start a trace with the appropriate shipping company. This process can take approximately 2-3 business days. We cannot replace packages until they have been confirmed missing.

What if my package arrives damaged?

If your package was damaged during shipment, save the box and merchandise and contact us immediately so we can resolve the issue for you

What is your return policy?

We want you to love your Volto Urbano purchase, so if you are not totally satisfied, please send an email us within 7 days of your purchase, and we will provide a return authorization and mailing information. We will be happy to remit your account for the full amount of your purchase, minus shipping. We will happily exchange it for another Volto Urbano product, refunding or charging the difference. Shipping fees are non-refundable. Please note: Our warehouse does not accept returns. We cannot ensure that we will be able to properly locate and handle your return without the return authorization and the correct return address.

All items purchased directly from voltourbano.com may be accepted for a return. If you purchased a Volto Urbano product from one of our authorized retailers, please contact them for assistance.

Can I exchange a product?

If the product is unopened, we will happily exchange it for another Volto Urbano product of equal value within 30 days of purchase.

Can I return a gift?

If you would like to return a gift that was shipped directly to you, we can provide a gift credit for the value of your return.

How do I start a return?

We are sorry you didn’t absolutely love your Volto Urbano purchase. Please contact our customer service team in order to start the return process.

Do I have to pay return shipping costs?

We’re sorry, but shipping fees are non-refundable. You will be responsible for paying for your own shipping costs when returning your items. We recommend that if you are shipping an item over $75 that you use a shipping service with reliable tracking or insurance. If a return item is lost in the shipment back, we cannot issue a refund.


Online Ordering

Do you charge sales tax?

Volto Urbano currently charges sales tax only in California.

How do I know my credit card information is protected on your site?

At Volto Urbano we take your security seriously and go above and beyond to protect your information. Your credit card information is transmitted to us through a highly secure SSL connection, which cannot be intercepted. Once in our system, your credit card information is encrypted, meaning no one has access to that information at any time. We are under a strict quarterly security audit and purge all credit card information after 60 days.

The product I want is out of stock, will it be available again?

When a product is out of stock you can pre-order it unless it has been discontinued. We always suggest subscribing to our emails to ensure you are getting first-access to new products, promotions, and news. 

Do you send samples?

Yes, we hand select up to 3 samples to include with every order.  

Can I change the free samples that come with my order?

We have hand selected the samples for each shipment with the intention of making your Volto Urbano regimen even better! At this time, samples can’t be specified or switched out.

Where can I purchase Volto Urbano products?

You can purchase any Volto Urbano product from Voltourbano.com or from an authorized online retailer.

 

Do you have rewards or promo codes that I can use for my order?

If you haven’t created an account – please do! We will let you know about latest launches, news and offers. While we may not offer discounts, our rewards program is a great way to save with us. Plus, you get a redeemable reward just for signing up!

What is the My Glow Rewards Program?

This is Volto Urbano's Loyalty Program where you can earn 1 (one) Volto Urbano Reward point for every dollar spent on products at Volto Urbano.com (tax & shipping are not included). Points will be deposited into your Volto Urbano account once the order ships.

Volto Urbano points are redeemable towards Volto Urbano.com product purchases, and are not redeemable for cash and cannot be used towards the purchase of a Volto Urbano Gift Card.

Who can join?

Anyone can join! Existing and New customers are welcome to join our new Volto Urbano Rewards Loyalty Program. Go to your Volto Urbano account page to opt-in, or create an account from Volto Urbano Rewards

Membership Requirements

Acceptance of the Program Terms & Conditions.

Opting out of Volto Urbano communications will opt you out of our rewards program.

Volto Urbano Reward Points

Points will be deposited into your Volto Urbano Account once your order ships. If there are multiple shipments, you will earn points for the value of that shipment.

Rewards points are non-transferable.

Can I redeem more than one reward at a time?

Rewards are limited to one per order, and in some cases, can only be redeemed once per person.

If you are claiming a reward, please be sure your order meets all qualifications. If you are still having issues, please contact us.

What forms of payment do you accept?

We currently accept Visa, Mastercard, Discover, American Express, Paypal, ApplePay, and Google Pay. Unfortunately, we do not offer split payments at this time.

How do I buy a gift card?

To purchase a gift card, please add the item in the desired denomination to your shopping bag.  Gift card codes will be emailed to the purchaser after the transaction is completed. You may choose to print or forward the gift card confirmation email to the recipient.

How do I redeem a gift card?

Gift cards may be redeemed in the check-out process by entering the gift card code in the text field provided in the right-hand column.

Can I change or cancel my order once it has been placed?

If you need to make a change or cancel an existing order, please contact us for assistance.

How can I review my order history?

Please log-in to your Volto Urbano account to view your order history.


Account

What are the benefits of having an account?

By creating an account on Voltourbano.com you will be able to participate in our rewards program, save as many Seasonal Regimens as you wish for easy recall and ordering as well as keeping record of all your purchases, billing, and order tracking information.  You can also store multiple shipping addresses to expedite the check-out process; and, if you choose to receive emails (which we highly suggest!), you will also be the first to know about new products, promotions and all things Volto Urbano!

How do I create an account?

Click here or on the “Log In” link in the upper right-hand corner of any page and then select “Register” to create an account.  Or, create an account during your initial check-out.

I’m having trouble logging into my account, how do I recover my password?

Please click on the “Forget Your Password” link on the log-in screen for instructions on how to recover your account. Or, please contact us for additional assistance.

How to I subscribe or cancel my Volto Urbano email subscription?

To subscribe, simply sign up at the bottom of our website or at checkout. If you would like to opt-out please click the unsubscribe link at the bottom of our newsletter emails. 

Does anyone else see the information I provided Volto Urbano?

No. We keep your information private and only for our internal use to improve our service and products.

How do I change my password?

In order to change your password please go to login and choose “Forget Your Password”.

How do I update my billing or shipping information online?

In order to update your shipping information online start by logging into your account online. Once logged in, scroll to "Account Details" and click on "View Addresses", enter your updated information in the required fields and select "Update Address". Please note this will be updated for future purchases and auto refills, if you have just placed an order it will not be applied to the current purchase you will need to contact customer service to complete that process. To update billing information info it must be changed it at checkout if it is different then your shipping information.

Gift Cards

Volto Urbano Gift Cards can be purchased and redeemed on Volto Urbano.com, and are offered in the following denominations: $25, $50, $75, $100, $200.

All Volto Urbano Gift Cards deemed purchased in and issued from the State of California. The risk of loss and title to such items passes to the purchaser upon our electronic transmission to the recipient or delivery to the carrier, whichever is applicable.

How do I purchase a Volto Urbano Gift Card?

Volto Urbano Gift Cards can be purchased on Volto Urbano.com by following these steps:

Visit the Volto Urbano’s Gift Card page.

Select your Gift Card denomination and enter the recipient’s name and email.

Select add to cart (only one Gift Card can be purchased per transaction).

Select view cart and check out to proceed with checkout.

How do I check the balance on my gift card?

For balance information click the link in the Gift Card email you received.

Can I return a Gift Card?

Volto Urbano Gift Cards purchased on Volto Urbano.com cannot be returned or redeemed for cash or credit except where required by law. Physical Volto Urbano Gift Certificates can be returned to the Volto Urbano Spa & Salon with a receipt if unused.


Product Questions

Do your products have expiration dates?

All of our products are good for at least 1 year after purchase from us (some will last longer).

All skin care products have a PAO, or period-after-opening date that is printed on the packaging.  This information is a guideline to get the most out of your products and use them at their peak efficacy.  If you turn your Volto Urbano bottles to the side, you will see a little open can with a number inside.  This refers to the number of months in which we recommend using the product.

Is your packaging recyclable?

All our packaging and shipping containers can be reused and/or recycled.

Are your products safe for all ages?

Yes, but of course use common sense.  We recommend patch testing on small children and as a general rule, exfoliating acids are intended for 13 years and older.

Do you test your products on animals?

No, we do not test our products on animals.

Are your products all-natural/organic?

While Volto Urbano aims for its products to be as natural as possible, it is far more important that the ingredients in them be effective and safe for your body and skin. Plenty of natural ingredients are irritating or can become moldy, so we consistently formulate our products with soothing, low-hazard ingredients — regardless of their natural or synthetic  status and we list links to safety databases so you can be sure we are creating safe formulations.

Are your products Vegan and Gluten Free?

Generally, yes and every product is clearly marked.

Are your products non-comedogenic?

Yes.

Does Volto Urbano use parabens?

No.

Is it safe to use your products while I'm pregnant/nursing?

Our entire product line is safe for pregnant women to use. However, always check with your doctor before using any new products while pregnant or nursing.

Is it normal to feel tingling when using some Volto Urbano Products?

Yes, most definitely. When it comes to using a new product or ingredient (especially those that are acidic like L-Ascorbic and glycolic acid), start slowly and let your skin adjust. We use high concentrations in our products to ensure effectiveness, so a little tingling is not a bad thing!

Product Safety Resources

We believe that cooperation among regulators, manufacturers and retailers is the only way to find solutions to issues of quality assurance and product safety; we're committed to being a productive part of that effort. Below you can find more information about California Prop 65.

California Proposition 65


International Questions

Do you ship internationally?

We ship only to Canada and all 50 US states.

Are you available in any other countries?

You can currently find Volto Urbano products in the United States and Canada.

Where can I purchase Volto Urbano in Canada?

Volto Urbano is available exclusively online.

Contact Us

Still have questions?

If you are having site issues, or have additional questions, please email us.

Are you hiring?

We’re always looking for talented and passionate people. Please contact us today.

Are you a social media influencer and want to collaborate with us?

Please contact us and include your information, how you would like to collaborate, etc.

What if my question isn't addressed in your FAQ?

You are always welcome to contact Volto Urbano's award-winning Customer Service and we will be happy to assist you.

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