Frequently Asked Questions

Product Q&A  •  What is in Terrasil?  •  How is Terrasil different from Terrasil Max?  •  Is this safe?    •  Are there any precautions I need to be aware of?	Applying Terrasil  •  What is the best way to apply Terrasil?  •  How do I know if I am allergic to any ingredients in Terrasil?  •  Can I use Terrasil if I'm pregnant or nursing?
Ordering & Payments  •  What payment methods do you accept?  •  Where do I send my money order or certified      bank check?  •  Why is my credit card being denied?  •  Why is my debit card being denied?  •  Why has my card been charged before I have      received my order?  •  What is the Refund Policy?  •  Where do I return product for a refund?	Shipping & Handling  •  What are my shipping options  •  How do I track my order?  •  Can you ship to U.S. Armed Services bases?  •  Can FedEx deliver to my Post Office Box (POB)?  •  I entered the wrong shipping address -      can you change it?  •  How is this packaged for Shipping? Is it discreet?  •  I am outside the U.S., are there import or      customs issues?

Product Q&A

What is in Terrasil?

Terrasil is made with the finest all-natural ingredients including Jojoba Oil (pronounced ho-ho-ba; derived from the jojoba bean), Pure Beeswax (derived from bee hives) and our patented Activated Minerals™. These natural and nurturing properties combine to form a highly effective product.

How is Terrasil different from Terrasil Max?

Terrasil MAX is formulated with a maximum concentration of Activated Minerals- our germ-fighting compound that boosts your body's natural ability to heal. Terrasil MAX works faster and more aggressively than regular-strength Terrasil to provide rapid relief from challenging skin problems. Yet, Terrasil MAX is still safe for sensitive skin and people of all ages.

Is this safe?

One of the greatest benefits of choosing a natural product above a chemically based product is your ability to minimize the risk of irritation and side effects. Terrasil combine ingredients that have been used for thousands of years because of their soothing and healing properties. All of these are approved cosmetic ingredients and listed in international cosmetic dictionaries.
Our products have also undergone extensive testing to determine their safety for human use and its effectiveness at killing germs. They contain no chemicals, parabens, steroids or artificial ingredients. Germs cannot develop resistance to our products, so they will work every time you need them.

Many of out products are dark-gray in color and may stain fabric, particularly light-colored fabrics. If you cannot cover our creams with a bandage after application, allow them to absorb into the skin before covering the affected area with clothing, bedding or towels.
Direct sunlight immediately after application on exposed areas of the skin may cause our creams to darken. Discoloration is not harmful and can be washed off with mild soap and water.
Do not ingest our creams.
Do not use on breasts if you are nursing or pregnant.
Do not use our creams if you are allergic to silver.
Keep out of reach of children.

Wash the affected area and dry with a clean towel or paper towel. Take a small amount of Terrasil from jar and rub on the boil, as well as surrounding few inches of skin, 2-3 times per day. Cover with a bandage.

Remember to wash your hands before and after touching the affected area to prevent spreading bacteria to surrounding skin.
Terrasil begins reducing inflammation and irritation after the first application. Terrasil is guaranteed to make common boils noticeably smaller and softer within 2 days. Continued application (for up to a week) will speed skin regeneration and reduce the risk of scarring. There are no side effects associated with applying Terrasil more frequently or longer than suggested.

How do I know if I am allergic to Terrasil?

Although allergies to our products are extremely unlikely, as with any topical product, if any discomfort, itching, or irritation persists, stop using immediately. If the allergic reaction is severe, consult a physician and contact the company.

Yes. Customers often use Terrasil on their scalp. Individuals with a full head of hair should take care not to apply an excessive amount.

Currently we accept Master Card, Visa and Discover cards. We also offer PayPal. American Express orders are processed through PayPal. Customers outside the US can place orders online using a major credit card. Your credit card statement will show a charge from “Aidance Skincare.”

Certified payments must be made payable to Aidance Skincare and sent to:       

Aidance Skincare, PO Box 2182, Woonsocket, Rhode Island   02895 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.

If your transaction is denied, please be sure you are entering the correct street address and zip code into the “Bill To” address fields during your checkout. This information must match the information that your credit card company currently has on file for you. Also confirm that you are entering the correct credit card number and security code in the payment fields. For your protection, if this information does not match, Aidance Skincare will cancel the transaction. If you are confident that this information is correct but are still are having problems, try contacting your bank to make sure you have not exceeded your spending limit. Do not attempt an excessive number of transactions if the first and second attempts do not go through. Call Aidance Skincare customer care for assistance at 1-877-4AIDANCE (877-424-3262.) Calls from outside the United States can reach our customer service line by dialing 001-781-989-9586. You can also send an email to customerservice@aidanceskincare.com.

If you experience problems completing your transaction, do not attempt more than two (2) transactions. Double-check that you are entering your billing address, debit card number and security code correctly. Even if our checkout screen states that your transaction has not gone through completely, our system has already made an inquiry to your bank and reserved the funds for the transaction. When you read that the transaction was incomplete, this means that the transaction charge was invalidated. Unfortunately, this may mean that your card's financial institution reserves the transaction amount in your fund for up to 72 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. They will become available to you again within three days.
In the unlikely scenario that your bank holds these funds for longer than 72 hours, contact Aidance Skincare immediately at 1-877-4AIDANCE (877-424-3262.) Calls from outside the United States can reach our customer service line by dialing 001-781-989-9586. We can work with your bank to prove that the sale was cancelled so that those funds are made available to you.

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 receive payments immediately after you place your order. Since our commitment is to fill your order within 24 hours (on business days), unless otherwise noted, this delay between transaction and product delivery is very rarely an issue for customers. For U.S. customers who are uncomfortable with this policy, we accept money orders and bank checks from major national banks and institutions.

If, within 90-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. A customer service agent will issue you a Return Authorization Number.

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.

** 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

What are my shipping options?

We ship all orders within 24 hours on business days (unless otherwise posted on the website.) Depending on the shipping method you choose and where you live, delivery times will vary.

For orders shipped to US destinations we offer either US Postal Service (US mail) or Federal Express (FedEx).
For destinations outside the US we offer US mail, Royal Mail (shipped from our UK distribution center), FedEx and DHL.

Note: To protect our customers, Aidance Skincare retains the right to verify payment information prior to shipping large orders.

If you provided an email address at the time of checkout, a tracking number will be sent to you when the order is shipped. Unfortunately, international air letter post does not include a tracking feature. You may use the Customs Declaration number provided in your confirmation email to check with your local post office and customs office. If you have not received a shipping confirmation within 2 business days of placing your order, email customer service and we will assist you in tracking your order.

For USPS (U.S. Mail) tracking, visit www.USPS.com and click on "Track & Confirm"
For FedEx tracking, visit www.FedEx.com
For DHL tracking, click here.  
Click here for Royal Mail tracking

FedEx does not deliver to APO/FPO addresses. Aidance Skincare ships to U.S. Armed Services bases but only through USPS. 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. Enter either "APO" or "FPO" in the City field. Enter "AA" (Armed Forces America), "AE" (Armed Forces Europe), or "AP" (Armed Forces Pacific) in the Province field (instead of State.) In this case, you must enter “United States” in the Country field.
You must also enter your zip code.
Note: 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.

Note: 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. 

No. FedEx deliveries require a street or building address.

If your order has not already shipped, your shipping address information can be changed. To change an incorrect shipping address, email customer service with your order information, name and address correction. If the shipping address you entered is different from your billing address, you will need to speak to Customer Service over the phone to confirm the authenticity of the change. This is for your protection. If your order has already shipped, the order will need to be returned and then re-shipped.

Customs offices very rarely refuse our shipments. We do our best to meet general documentation requirements. However, it is possible that certain countries might require additional documentation from you. Such a document is your responsibility. Aidance Skincare 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 Skincare. For those who have concerns about customs delays in their countries, we recommend choosing the International FedEx delivery option and making sure to provide your telephone number on the Checkout page.

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