What makes your products natural?
We refrain from using any petroleum based ingredients, we use 100% plant based oils, butters and waxes. Even our emulsifiers are derived from vegetables fats not petroleum.
There are no synthetic fragrances in any of our products; the sweet aromas that you will smell are the result of pure CO2 distilled essential oils or fresh dried flowers and herbs that provide a therapeutic benefit in addition to a pleasant aroma.
We also refrain from using synthetic colors; the color that you see in our products is a result of the natural colors of each ingredient blending together. It may not be pearlescent and pretty however we do not believe in using unnecessary ingredients for the sake of aesthetics.
What do you mean by plant based?
When we say plant based that means the oils, butter or waxes are harvested from the seed, flower or fruit of a tree or plant.
Are all of your products organic?
While many of our ingredients are certified organic, some of them are not and therefore we do not claim that our products are organic.
Do you offer samples?
We understand that you want to try our products before you commit to the full size version. Our Discovery kit contains sample sizes of our complete skincare system. Also our Hydration Duo is available in mini size as well. Additionally, from time to time we will include samples in your purchase.
When will my order ship?
Your order will ship within 3-5 business days, not including holidays and weekends unless otherwise noted.
How did my package ship?
All orders are shipped via USPS Priority Mail.
Do you ship globally?
We currently ship to the US and Canada only. Our team is diligently working to expand our reach and therefore if we do not currently ship to your location please let us know and we will do our best to make it happen.
How do I know my order has shipped?
Once orders are processed, tracking numbers are automatically emailed in the shipment confirmation when labels are printed. When the tracking number is tracked online, you can see the current transit status for the package. There are 3 main tracking statuses: label created, In transit, Delivered.
If the status is “pre-shipment” – it means a label has been created for your order but it has not yet been picked up / shipped.
The status will be updated to “In Transit” once the package has been scanned into the system after pick up. During special promotions and holidays, it can take an extra day or two to be scanned into the system.
The “in-transit” status appears after the package has been picked up and scanned into Carrier’s system at their facility.
It will continue to show “In Transit” throughout the entire journey to the final destination where the last scan will update the status to “Delivered”.
The following are examples of “delivery notifications” : When there is an exception for an “incorrect address”, it means that there may be a misspelling, missing information, or the apartment/ suite number is incorrect.
If you see that there is a notice for incorrect address and we have not contacted you, you can contact us at email@example.com or 215-703-8139
Once the address has been corrected, the carrier will re-attempt delivery the next business day. When there is an exception for “customer not available or business closed”, it means that delivery was attempted but the final destination was closed or the recipient was unavailable. The carrier will attempt delivery the next business day.
When there is an exception for “unable to deliver, returned to shipper”, it means that the recipient has moved, package cannot be forwarded to the new location, or 2-3 delivery attempts were unsuccessful. When this happens, the carrier will initiate the return back to the sender (Elements of Aliel).
I have a tracking number, how do I track my package?
USPS tracking numbers have 22 digits (Ie. 1234567890123456789012) and can be tracked at www.usps.com/tracking
What do I do if my package does not get to me by the estimated delivery date?
Carriers often provide an estimated delivery date to show when a package is projected for delivery. These estimates often change depending on current weather or road conditions.
Please make sure to check the tracking number often to make sure that it is moving. If you still have not received your package after a week from the estimated delivery date, please let us know by contacting firstname.lastname@example.org or 215-703-8139
Tracking shows that my package has been delivered but i did not receive it.
- Check around the yard/house.
- Check with neighbors.
- Check with the carrier.
Often times carriers will leave packages in places where they think will be safest. (ie. Inside an open garage, besides a bush, etc.)
Sometimes deliveries may be made to the wrong location. (ie. Down the street, next door, etc.) If the above does not help locate your package, please try contacting the carrier or contact us at email@example.com or 215-703-8139
Why is my tracking number not updating?
If your tracking number shows that the package has been delivered but you have not received it, please try the following:
Has the package shipped?
- If the tracking has not updated, it might mean the package hasn’t yet been picked up.
- Orders are generally processed and shipped on the same day unless an unexpectedly successful promotion occurs.
- Tracking information will be updated once the packages have been scanned into the system at the hub.
- There is step by step tracking for USPS Priority packages, but does not always update immediately.
- If the tracking has updated and suddenly stopped, it might be caused by a delay (weather, traffic, etc) which should resume within a day or so.
- If you cannot track your package a few days after you have received the shipping confirmation, please contact us by emailing firstname.lastname@example.org or 215-703-8139
- If the tracking has updated and suddenly stopped but does not continue updating within a day or two, it can mean:
- Package is stuck and requires further assistance. (incorrect/ missing address).
- Package is damaged or lost.