FAQ
PRODUCTS
Where are your products made?
We handcraft all of our products in small batches at our HQ - the Shine Lab in Squamish, BC
Do you test your products on animals?
Definitely not. We research and conduct product trials on humans before sending them to market.
Are your products ok to use while pregnant?
Products containing essential oils should be avoided or used with caution. Most of our skin care products do not contain essential oils. Our hair care is often scented, but we do offer an unscented shampoo & conditioner bar combo (Non-Scents). Please speak with your health care provider regarding use of personal care products while pregnant.
Are your products vegan?
Yes!
Why do I have to add water to some products?
We choose to make facial cleansers and masks in powdered form for many reasons. We don't want you to have to pay for water added to a product...why pay for water when you can add it yourself? Omitting water also means that we usually don't have to add a preservative or use plastic. Our shipping footprint is also reduced when no water is added.
Why solid shampoo & conditioner?
Buying these products in bar form is better for the environment for many of the same reasons listed above. Conventional shampoo & conditioner is mostly made up of water and come in plastic packaging. By using solid shampoo & conditioner, you aren't paying for water and the shipping space is greatly reduced. Plus they are great for travel as they are convenient, take up less space in your luggage and can go in carry on baggage without restrictions.
Why are shampoo & conditioner bars more expensive than bottled ones?
By eliminating the water content, our bars come in a compact & concentrated form. One bar should last over 50+ washes when properly stored, which is the equivalent of up to 3 plastic bottles of shampoo/conditioner. This makes them quite comparable in price and sometimes less expensive depending on the brand.
Are your shampoo bars actually soap?
No. Some "shampoo" bars that are made traditionally by saponification (a reaction created by combining fatty acids, lye + water). The result is quite alkaline with a pH around 8-10. Your hair is naturally acidic with a pH just under 4. Your scalp has a pH of around 5-5.5 which is what we formulate our shampoo bars to be. This is what we mean by the term "pH balanced".
Is it tough to use when the bars get really small?
We recommend either pressing the small shampoo piece into your replacement bar or using a sisal soap bag to store the small pieces and use as a body wash. Be sure hang it up away from direct contact with water to allow the bag and contents to dry between washes.
The conditioner bar can also be squished onto your next conditioner bar. You may also place it in a sisal soap bag with your shampoo bar pieces for an extra moisturizing body wash.
Do your hair bars contain sulphates?
No. All of our products are free from sulphates, silicones, hormone disruptors, formaldehyde releasers and artificial fragrances.
RETURNS + REFUNDS
Do you accept returns?
As an eco-responsible company, our goal is to reduce our impact on the environment wherever possible. For this reason we do not offer returns as it greatly increases our shipping footprint and any returned personal care products would need to be destroyed for sanitary reasons, creating more waste. We recommend you read the entire ingredient list and please do not purchase an item that contains ingredients you are allergic/have a known reaction to. Please contact us anytime you have questions about a product prior to placing an order, we are always happy to help!
What happens if I receive the wrong item?
We do our best to ensure you receive the awesome products you ordered. If you are shipped the incorrect item, please contact us within 7 days of order receipt to orders@theecoalchemist.com with the order number and we will get the correct item shipped out as soon as possible at no cost to you.
What if my package was damaged in shipping?
If you receive your goods and your products are damaged (sad face emoji), please send an email to orders@theecoalchemist.com with photos of the item and packaging, including all shipping material as received and we will work with the carrier to try and rectify the situation.
If you chose to purchase Package Protection through Route at checkout, please submit your claim through the app.
SHIPPING
Do you offer free shipping?
We offer free shipping in Canada and to the U.S. on all orders over $99 before taxes and fees.
When will my order be shipped?
We aim to ship all orders within 48 hours of confirmation, excluding weekends & holidays.
Will I get tracking information?
Yes, tracking information will be sent to the email address you provide and can also be found when you log into your account with us.
How long will it take to receive my order?
Generally orders are delivered 5-10 business days once shipped. You can choose to pay for faster shipping if desired.
Please note that most shipping providers are experiencing delays at this time and delivery dates are not guaranteed.
Who is responsible for customs and duties for international orders?
The buyer is responsible to pay for any applicable fees related to cross-border delivery.
What if my package was damaged in shipping?
If you receive your goods and your products were damaged in transit (sad face emoji), please send an email to info@theecoalchemist.com with photos of the item and packaging, including all shipping material as received and we will work with the carrier to try and rectify the situation as soon as possible.
Are your shipping materials eco-friendly?
Yes. We work very hard to ensure that every aspect of our brand leaves as minimal of a footprint as possible. All shipping materials are either recyclable, compostable or both.
- Mailers and tissue paper are 100% recycled materials. Please recycle or compost.
- We ship certain items in rigid boxes to ensure the product makes it to you in the best condition. Please reuse or recycle these.
- Our shipping labels and brand stickers can be composted at home but they are also compatible with your paper recycling.
- The small shreds of paper are made from the off-cuts from wildflower seed paper manufacturing. Please compost or plant. Check out Botanical Paperworks for planting instructions!
COUPON CODES
Can I combine offers?
Sorry, only one coupon code may be used at a time.
REWARDS
How do I participate?
Joining is easy! Simply click on the silhouette of a person - found in the top right on desktop or under the hamburger menu (3 horizonal lines), which is top left on mobile devices. Click the "Create An Account" button to get started. Once you're registered with our store, you'll have the opportunity to take part in all of the exciting ways we currently offer to earn points!
How can I earn points?
You can earn points by participating in any of our innovative promotions! Simply click on the 'Rewards' tab to view and take part in our current opportunities. In addition, make sure to check back often, as we're adding great new ways for you to earn points all the time!
What can I redeem my points for?
Glad you asked! We want to make it easy and fun to redeem your hard-earned points. Just visit the 'Rewards' tab to view all of our exciting reward options.
How can I redeem my points?
Exchanging your points for great rewards couldn't be easier! Simply visit the 'Get Rewards' tab to view all of our great reward options and click the 'Redeem' button to redeem your reward.
Can reward codes be used with other discount codes?
Unfortunately only one discount code may be used per purchase.
How do I check my points balance?
Simply log into your account and click on any of the "Rewards" tabs for more info.
Does it cost anything to begin earning points?
Absolutely not! Sign up is 100% free, and it will never cost you anything to earn points. Make sure to visit the 'Rewards' tab to get started.
Do I have to enrol or register in individual promotions?
Once you register for an account, you're all set – we don't require you to register for individual promotions in order to be eligible. Just fulfill the requirements of a promotion, and we'll post the points to your account immediately.
How long will it take for points to be posted to my account?
You should receive points in your account instantly once you complete a promotion!
Do my points expire?
Nope! Your points will never expire.
How do I contact support if I have questions about my points?
We are always happy to help. Just send us an email and we'll be in touch.
What if I don't want to receive promotional emails?
From time to time, you'll receive brand related emails from us. If you'd prefer to not receive those types of emails anymore, just click the 'Unsubscribe' button when you receive your next email.
PRIVACY
Do you share my information?
Your privacy is important to us. We will never share your personal information with anyone.
MORE INFO
If you have a question that has not been answered above, please feel free to contact us.
