Many customer service issues can be resolved quickly, by reading through our frequently asked questions. If you have a basic issue regarding your order or our brand, take a peek below and see if it saves you an email. If not, please feel free to reach out to us, through our contact page.
General Usage
Are your skincare products pregnancy- and kid-safe?
You bet! Our formulations are designed to ensure that every product is safe for both pregnant women and children. We use only natural ingredients in our formulations and maintain their percentages within a range that is both effective and non-interfering with the growing bodies of mothers and children.
Our products have received glowing reviews from moms who have reported that their children love the feel of our tallow-based products on their faces, and we are thrilled to know that they are receiving nourishment through their skin as well.
What is the shelf life of your products?
2 years for skincare, 1 year for supplements. Our serums, oils, and salves go a long way and stay fresh throughout their use. Supplements should be consumed within a year to ensure full potency.
Can I add to an existing order?
Yes! If your order hasn't shipped yet, you can add to it. Please submit your request through our Contact Us page, with your order details, and we'll send you an invoice for the additional items. You won't get a regular order confirmation since it's a bit of a bypass, but we'll give you a receipt and include the add-on in the tracking info when we send it.
Shipping
I haven't received tracking information.
We'll send you tracking info when your order ships. Shipping may take up to ten days or 3 weeks on special discount days (like Black Friday), so no need to worry.
You should have received an order confirmation within 24 hours of placing your order. If you haven't received tracking info within 2 weeks of getting your order confirmation, contact us and we'll check it out.
The wrong ship-to information is on my order, how do I change it?
Contact us with your order number and the correct shipping address and we'll make the change if the order hasn't shipped.
If the order has shipped, the package can be refused at the address, and once we receive the unopened package with unused items back in our warehouse we will issue you a refund.
You will receive 2 emails from us:
- Notification we have received your order back in the warehouse (it can take up to 2 weeks to return to our warehouse)
- Notification we have issued you a refund (it can take up to 3 weeks for the refund to be made, depending on the workload of the warehouse and apothecary)
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
Returns & Exchanges
Can I exchange my product?
We do not offer exchanges. If you’re unsatisfied with a product for any reason, you can return it for a refund within 30 days of receipt and reach out to us through our contact page.
I haven’t seen my refund applied to the original payment method:
- Double-check that you received a confirmation email from us that we received your return.
- Allow 3 weeks processing time from the return date.
- Double check the original payment method for the refund status.
- If you still don’t see it, contact your credit card company or bank for refund status
If the refund is still pending, contact us for assistance.
Get in touch
Have questions about your order, or a general enquiry?
