Customer Care

 

Orders are processed in the order they are received and sent via USPS Priority Mail from Columbus, Ohio. Due to the handmade nature of our products, we cannot ship Priority Mail Express.
USPS Priority transit times vary per state but typically deliver within 2-3 business days. During the busy fall/holiday season, USPS may experience delays that are out of our control.
Product FAQ

 

How and where are your products made?

Our natural products are handmade in a sterile manufacturing environment located in the USA.
Are your products vegan?

Some products are vegan.


Are your products ethically sourced and formulated?
Yes. All of our ingredients are fair trade; we do not participate in animal testing and neither do our suppliers.
What is the shelf life of your products?

Each product has a varying shelf life, relative to production date, you can find shelf life information on the specific product pages. Products are made fresh right before you order them, so the shelf life countdown begins when you receive your items. As these products are mostly comprised of natural ingredients, handmade in small batches and minimally preserved with NO PARABENS or other harsh chemicals, they must be stored properly and used within a reasonable time-frame after purchase regardless of shelf life for best results.

Are your products good for acne/rosacea/eczema/sensitive skin?

Our products are full of naturally healing/soothing ingredients and free of excess irritants, making them great for sensitive and blemished skin types; however, we cannot predict what your skin will be allergic or sensitive to. Please always read full ingredients list before purchase and patch test for at least 48 hours upon receipt of product, discontinue use if irritation occurs and see a doctor. We accept zero liability for any skin damage.

My skin is breaking out after using the products, why?

If you haven’t been practicing consistent skincare with quality products, your skin may be “purging”, all of the trapped dirt and oil under the skin is now coming to surface. This should subside within a few weeks. If the purging does not subside within weeks and/or gets drastically worse within days, discontinue use immediately and see your doctor.

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Processing & Shipping FAQ

 

How long will it take my order to ship? 


Due to heavy demand, processing is an average of 7 business days, please make sure you are okay with this processing period before placing an order. We do not offer expedited processing as most of our products are made by hand in very small batches and packed to ship by a small  team. Please allow up to 10 business days processing during sales and holiday periods. Business days do not include weekends or holidays. Processing begins the business day AFTER you place your order (if you order on Friday, processing begins on Monday). After processing, your item will be shipped via UPS  or USPS depending on the shipping option chosen. Shipping is 1-5 business days domestically (USA) and 5-21 business days internationally, this is TRANSIT time, which begins after your order is already processed and shipped. Our customer service team is available via e-mail to answer any questions about order status, however, please allow up to 72 hours for a response following a restock.

Please note: USPS transit times are not a reflection of our production time. 

Due to the high volume of orders especially during the fall/ holiday/winter season, you may experience extended processing times up to 7-10 business days. 

If your order qualifies for free shipping, it will be sent via USPS Priority Mail. 

Orders that contain a different shipping address from the billing address may be subject to review, in which case the customer will be contacted. This can delay shipping time. Also, our system tracks your IP address so orders placed at a IP location that is different from the billing address are subject to review, in which the customer will be contacted

 

Signature Confirmations

Orders over $60 will require a signature confirmation at the time of delivery. If a signature is required, expect USPS to leave a notice of attempted delivery on your door or mailbox. Please make arrangements to retrieve your package from your local post office where it should be held. 

 

Can I modify my order?

We are not able to add, swap items or remove items from orders once they are placed. We strive to provide efficient service and cannot alter orders once they are placed. If you would like to cancel your order, a $10 restock fee will be subtracted from the amount refunded to you. 

 

Can I get a refund, make an exchange or cancel my order?

Due to our efforts to ensure that you receive your order as quickly as possible, we are unable to, make changes or exchange your order after you have placed it with us and all sales are final. In some cases, store credits may be issued. If an order must be cancelled, a $10 restocking fee will be subtracted from the amount refunded to you. 

 

I forgot to submit the discount code at checkout, can you refund the discount amount? 

Unfortunately, we are unable to modify orders or adjust pricing once the order is placed. 

 

How do I check the status of my order?

Conformations are usually sent via e-mail within 30 minutes when:

Your order has been received.

When your order has been processed and shipped.

When your order has been delivered. 

 

 I've received my tracking information, but I have not received my order. 

Packages are shipped the same day you receive your tracking number. Please allow USPS up to 48 hours to update their tracking. If your tracking has not been updated after 48 hours, let us know so that we can contact the carrier immediately.

My package is delayed, what can I do?

It is important to note that we have access to the same tracking information as you. All shipments, no matter how small are sent with a tracking number which you can use to track your package and contact USPS. We do not have access to any information beyond that and we will not contact USPS on your behalf. If your package is delayed, we recommend calling USPS and providing them your tracking number and address. If it has been 10 business days domestically/20 business days internationally and your tracking has not moved nor has your shipment been delivered, we can declare your package lost & you should contact us for a replacement. The same policy applies if your tracking was initially en route but suddenly stopped updating.  

I think my package was lost or stolen, what should I do? 

All packages are insured through USPS. We are not responsible for any delays, lost, stolen or damaged packages via the carrier. The carrier will generally determine if your package can be left in a safe place at your delivery address.

There are a few emails that are sent to make sure you're aware your package is on the way including Out for Delivery and Ordered Delivered. Please contact us within 24 - 48 hours if you receive confirmation that your order is delivered but do not receive package. If you believe your package has been lost or stolen, please contact us or USPS so that a claim can be filed through the carrier. We are happy to assist you with this. 

If we decide to resend your lost or stolen package, you are required to cover the shipping costs associated with re-sending the package. 

 There are also instances where USPS is holding the package for pickup but incorrectly marks and does not leave a notice. Check with your local Post Office to see if they are actually holding your package for pickup. Unfortunately, USPS will not allow you to file a claim as they have fulfilled their duty to deliver the package. You will need to file a complaint with the US Postal Inspector that investigates mail theft and file a police report with your local police department to notify them of the theft.

File a Mail Theft Complaint

 

APO or FPO Addresses 

For APO or FPO addresses, please expect a delay. This mail is delivered through a joint effort between USPS and the Military Postal Service that requires packages to go through customs. Transit times depend on operational conditions as well as the unit of the addressee. 

Please note that we are not responsible for packages that are lost, stolen or damaged during transit but we take responsibility because we know it sucks. We will work with you to replace your items 

Wrong Address

If your package was mailed to the wrong address at no fault of our own, we accept zero liability & will not refund. If you've provided the wrong ship to address, it's possible that you can submit a request to intercept a package via USPS. We only ship packages to the address you provide during the checkout process. We do not alter shipping or billing addresses at all. If the carrier is unable to verify your shipping address once we complete processing, we will contact you to verify or to give us a correct address. 

If your shipment is returned, we will reship it. If you opt to not have your package reshipped, you will not receive a refund. 

We are not responsible for packages that are delivered to a wrong address due to an incorrect or incomplete shipping address provided by the customer. Please email us immediately once you discover the wrong address has been provided. We can edit your shipping address before your package is ready to ship but it can difficult to intercept a package that is already in transit. 

You are responsible for the shipping costs associated with re-sending the package if it's marked by USPS as not deliverable / return to sender. 

Use the link below to see if your package is eligible for an interception. 

 Intercept a Package