Everything you need to know before and after you order. Can't find your answer? Reach our customer support team through our Contact page and we'll get right back to you.
Ordering
How do I know my order went through?
You'll receive a confirmation email within a few minutes of checkout. If it hasn't arrived, check your spam folder before contacting us — confirmation emails land there more often than you'd think.
Can I change my order after placing it?
Contact us within 12 hours and we'll do our best. Address corrections, size or shade swaps, and cancellations are usually possible before an order enters fulfillment. After that, the order is with the warehouse and can't be changed.
Can I cancel my order?
Yes — within 12 hours of ordering, for a full refund, as long as it hasn't shipped. See our Refund & Return Policy.
Do I need an account to order?
No. You can check out as a guest. An account just makes it easier to track orders and reorder later.
Shipping & Delivery
Is shipping really free?
Yes — standard shipping is free on all U.S. orders, with no minimum spend. International shipping is calculated at checkout based on your destination.
How long will my order take?
Orders are processed within 1–3 business days, then shipped. Delivery after dispatch:
- U.S., Canada, U.K., Europe, Australia, New Zealand — 10–20 business days
- Japan, South Korea, Hong Kong, Singapore, Malaysia — 5–10 business days
- UAE, Israel — 20–40 business days
For most U.S. customers that's roughly 2 to 4 weeks door to door. Plenty of orders arrive faster, but we quote the honest range rather than the best-case one.
Why does it take that long?
Our products are made and quality-checked at partner facilities overseas, then shipped directly to you. Cutting out the middle warehouse is what lets us keep prices where they are — the trade-off is a longer journey. We'd rather tell you that upfront than surprise you.
Where do you ship from?
Orders ship from our international fulfillment partners' warehouses. Some items ship from regional warehouses closer to you, which is why delivery can occasionally beat the estimate.
Do you ship internationally?
Yes — to 27 countries including Canada, the U.K., most of Europe, Australia, New Zealand, Japan, South Korea, Singapore, and the UAE. Rates are calculated at checkout.
Will I get tracking?
Yes. A tracking number is emailed as soon as your order ships. Allow 3–5 business days for tracking to start updating.
My tracking hasn't moved in days — is my order lost?
Almost certainly not. Two quiet periods are completely normal: the first few days after the label is created, and a stretch mid-transit while your parcel is in international transfer or awaiting customs. Updates typically resume once it reaches your country. If there's been no movement at all for 10+ business days, contact us and we'll chase it.
Why did my order arrive in more than one package?
Orders with multiple items may ship from different warehouses and arrive separately, on different days. There's no extra charge, and each parcel has its own tracking number.
What if my order is late or lost?
Every order is protected. For U.S. orders, if there's no successful delivery within 45 days of dispatch, contact us and we'll resolve it with a reship or a full refund.
Tracking says delivered but I don't have my package.
Check with neighbours, building management, and your local post office first — that resolves most cases. If it's still missing, contact us and we'll open a carrier investigation on your behalf.
Who covers customs or duties?
Any customs fees or import duties, where applicable, are the customer's responsibility. We can't predict or control these charges.
What happens if I entered the wrong address?
Contact us within 12 hours and we can usually fix it. If a parcel is returned or lost because of an incorrect address, an unreachable phone number, or an uncollected delivery, we're unable to offer a free reship or refund.
Returns & Refunds
What is your return policy?
Change-of-mind returns are accepted within 7 days of delivery for unused items in original, unopened packaging, with return shipping paid by the customer. Damaged, defective, or incorrect items are covered by our 30-day guarantee. Full details in our Refund & Return Policy.
My item arrived damaged — what do I do?
Contact us through our Contact page within 30 days with your order number and a photo. We'll arrange a free replacement or full refund — usually with no need to return the item.
Can I return opened products?
For health and safety, opened consumables and personal-care items — mouthwash, supplements, skincare, and skin-contact tools — can't be returned once opened, unless they arrive damaged or defective. Your 30-day damage guarantee still applies.
Do I pay for return shipping?
For change-of-mind returns, yes. For damaged, defective, or incorrect items, no — and in most cases you won't need to ship anything back at all.
When will I get my refund?
Approved refunds go back to your original payment method and typically appear within 5–10 business days.
Products & Usage
How do I use each product?
Every product page includes a simple “How to use” section with step-by-step guidance and how long each item lasts.
Are your skincare products suitable for all skin types?
Yes — our serums and balms are formulated to be gentle and work for all skin types. If you have a known sensitivity, we recommend a quick patch test on your inner forearm first, and waiting 24 hours.
How long until I see results?
It varies by product and person. Hydration and de-puffing effects are often visible in days; firmness, tone, and hair or nail changes generally need 8–12 weeks of consistent use. Skincare rewards patience more than intensity.
Can I use several of your products together?
Yes. Our serums, balms, and tools are designed to layer. General rule: cleanse, then thinnest to thickest — serum, then balm. Introduce one new active product at a time so you can tell what's working.
Are your supplements FDA approved?
Dietary supplements are not FDA approved. These statements have not been evaluated by the Food and Drug Administration, and our products are not intended to diagnose, treat, cure, or prevent any disease. Check with your healthcare provider if you're pregnant, nursing, taking medication, or managing a health condition.
Are your products tested on animals?
No. We don't test on animals and we don't work with suppliers who do.
How should I store my products?
Somewhere cool, dry, and out of direct sunlight. Keep supplement containers sealed. Rinse and fully dry any tool after each use, and store derma rollers in their case.
What's your shelf life?
Unopened products are generally good for 24–36 months. Once opened, use skincare within 12 months for best results.
Payments & Security
What payment methods do you accept?
All major credit and debit cards, plus popular express checkout options — all processed securely at checkout.
Is checkout secure?
Yes. Payments are encrypted and processed through Shopify's secure, PCI-compliant checkout. We never see or store your full card details.
What currency are prices in?
All prices are in U.S. dollars (USD). If your card is issued in another currency, your bank will convert at their rate and may add a foreign transaction fee.
Will I be charged sales tax?
Applicable sales tax is calculated and shown at checkout before you pay.
Customer Support
How do I reach you?
Through our Contact page. We reply within 1–2 business days, Monday to Friday.
What should I include when I contact you?
Your order number and a short description of the issue. For damage or defects, attach a clear photo — it lets us approve a replacement or refund on the first reply instead of the third.