Order
Packaging warranty claims
Our warranty covers the packaging hardware, meaning jars, lids, seals, pumps and droppers, failing under normal use, for 2 years from delivery. Refilling the jar is normal use. You do not need the receipt or the original box: the order on file is the proof.
| Covered | Not covered here |
|---|---|
| A lid that no longer closes or catches | The formula itself: that is a return or a product safety matter |
| A jar that cracks along the thread | Damage in transit: that is a shipping matter |
| A seal that fails | Damage from drops or misuse |
| A pump that will not prime or stops dispensing | Products bought from a stockist: see the shop |
| A dropper that no longer draws |
Look up the order
Order number and email.
Pick the product
Choose the item with the faulty packaging.
Describe what it does now
For a pump: what happens when you press it. For a lid: whether it spins, sticks or will not catch.
Add a photo
A clear photo of the part that failed.
Our warranty team reviews it
They tell you what the warranty covers for your case, a replacement or a refund. A replacement ships from our team in Austin.
Warranty questions
Before you file: my pump will not start.
Unlock the top and give it up to twenty full presses. If it still will not prime, it is a defect; file the claim, or if it arrived that way, a return is quicker.
What do I do with the cream while I wait?
If the lid no longer closes, move what is left into a clean container with a lid. Air is what degrades the actives.
The order was a gift and is under someone else's name.
If the page cannot find the order, write to us with a photo and what you know about the order, and we will pass a finished claim to the warranty team.
The cream looks or smells off.
Stop using it and write to us so we can look at the batch. That is not a warranty matter, and we handle it directly.