Frequently Asked Questions

Orders are processed within 1 to 3 business days after payment is confirmed. Delivery estimates begin once your order ships, not when you place it. The estimated delivery window for your chosen shipping method is shown at checkout. During product launches or peak periods, processing may take a little longer.

At this time, Polynae ships to U.S. addresses only. We are not able to ship to P.O. boxes, freight forwarders, or addresses we cannot validate through our carrier network.

Once your order ships, tracking information is sent to the email address you provided at checkout. It can take a few hours after shipment for the carrier's tracking page to show live updates, so if it looks stalled at first, give it a little time before reaching out.

Check the tracking link in your shipping confirmation email first. Carriers occasionally mark a package as delivered a day before it physically arrives. If your tracking shows delivered but nothing has turned up after 48 hours, email us at hello@polynae.com and we will look into it with the carrier on your behalf.

Also double-check that the address on your order confirmation is complete and correct. We are not able to reroute a package once it is in transit, so address accuracy at checkout is important.

Yes. Please review your delivery address carefully before placing your order. If an order is returned to us because of an incorrect or incomplete address you provided, we may charge a reshipping fee to send it again.

You have 30 days from the delivery date to contact us and request an eligible return or exchange. Requests submitted after 30 days may be denied, so if something is not right, reach out as soon as you can.

Email hello@polynae.com within 30 days of delivery to request authorization before sending anything back. Returns sent without prior authorization may be refused or discarded. Once we confirm your return is eligible, we will send you instructions on where and how to ship the item.

Items must be unused, in their original condition, and include all original packaging, inserts, and any items that came with the order. Products that show signs of use, damage not caused by us, or alteration are not eligible for return.

Because Polynae products are applied to skin, opened or partially used items are generally not eligible unless they arrived damaged, defective, or incorrect.

Email hello@polynae.com within 7 days of delivery. Include photos of the item, the packaging, and the shipping label so we can assess what happened and arrange the right remedy quickly. Waiting past 7 days may limit what we can do, so please contact us right away.

Final sale items, gift cards, and items marked non-returnable at the time of purchase are not eligible for return. Opened skincare products are generally hygiene-sensitive and non-returnable unless they arrived damaged, defective, or incorrect.

Once we receive and inspect your return, we will process your refund to the original payment method. Timing after that depends on your card issuer or payment provider, but most refunds post within a few business days of approval.

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) as well as Shop Pay, PayPal, and Apple Pay. The full list of available options appears at checkout.

We begin processing orders quickly, so changes and cancellations are only possible within a short window after the order is placed. Email hello@polynae.com right away with your order number and we will do our best to help. Once an order has shipped, we cannot make changes to it.

Check your spam or promotions folder first. If it is not there, the email address entered at checkout may have had a typo. Email hello@polynae.com with your name and the approximate order date and we can locate your order and resend the confirmation.

Enter your discount code in the designated field at checkout before completing your purchase. Only one code can be applied per order. Codes cannot be added retroactively after an order is placed.

Your statement will show a charge from Polynae or the name of our payment processor. If the amount does not match your order confirmation or you do not recognize the charge at all, email hello@polynae.com with your order number and we will clarify it the same business day.

The Polynae PDRN Collagen Volume Balm is a K-beauty treatment balm built around PDRN (polydeoxyribonucleotide), a skin-repair active derived from salmon DNA that has been used in clinical aesthetics research for its ability to support the skin's own collagen-building process. It is formulated to address visible loss of firmness and volume, particularly around the lips, fine lines, and areas where skin begins to thin over time.

These statements have not been evaluated by the FDA. This product is not intended to diagnose, treat, cure, or prevent any disease. Individual results may vary.

Apply a small amount to clean, dry skin and press gently into the target area. The balm can be used morning and evening. If you are layering it into a broader skincare routine, apply it after any water-based serums and before sunscreen in the morning.

Skin turnover takes time. Most users notice a change in texture and hydration within the first two to three weeks of consistent use. Visible improvement in firmness and fine lines generally becomes more apparent after four to six weeks of daily use. Individual results vary depending on skin condition, age, and how consistently the product is applied.

These statements have not been evaluated by the FDA. This product is not intended to diagnose, treat, cure, or prevent any disease. Individual results may vary.

The formulation is designed to be well-tolerated, but if your skin is prone to reactions, patch test on a small area of skin for 24 to 48 hours before applying to your face. If you experience any irritation, discontinue use. If you are pregnant, nursing, or managing a specific skin condition, check with your doctor before adding any new active-ingredient product to your routine.

Store products at room temperature, away from direct sunlight and heat. Bathroom shelves near a shower can expose products to repeated humidity and temperature swings, which can affect stability over time. A bedroom vanity or cool cabinet is a better choice.

Email us at hello@polynae.com. Our team answers every message during business hours, Monday through Friday, and aims to reply within one business day. Include your order number in the subject line if your question is order-related and we can get to the answer faster.

No. You can check out as a guest without creating an account. If you create an account, your order history, saved addresses, and return requests are all in one place, which can make things easier if you reorder or need support.

Log in to your Polynae account and go to the Orders section. If you checked out as a guest, your order confirmation email contains all the details for that order. You can also email hello@polynae.com with your name and order number and we can pull up the information for you.