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Our most frequently asked questions. Please be sure to read these over as we do request all customers are aware of and follow our policies. 

Q: What is your return policy?

If a product is not up to your satisfaction, please let us know within 30 days. We would love the opportunity to make it better by offering an exchange. LASHES and Lash accessories are NOT returnable. Please send the product back to the address on the invoice, with a copy of your invoice and notate on there what you would like to exchange the product for.  Unfortunately, we are unable to offer exchanges on cleanses or clearanced items. If you’ve receive a damaged product, we are more than happy to send you a replacement, just email us. 

Q: What are your shipping costs?

At Poofy Organics, we try to do our best to keep our shipping prices low.  We charge according to weight and zip code of the package.  Per customer request, we have recently changed our shipping policy to offer FREE SHIPPING on orders $70 and over.  In some cases, First Class will be used. If packages become too heavy, Priority Mail will be used. At this time, we are not able to modify orders. If there are two orders made by the same customer, our shipping department may combine to save money; however, there will be no refund on shipping charges.  We use the overage for shipping, fees for our supplies and workers. We are not able to offer Flat-Rate Box rates at this time as the USPS software does not utilize this capability. Your shipping costs also cover exchanges shipped back to you (you pay to ship the product back to us).  

Q: I paid for Priority and my package is still not here, what do I do?

As stated at our checkout, unfortunately, USPS does not guarantee shipping times. So while we will do our best to ship it via the shipping you chose within our 72 hour shipment time frame, there is always the possibility that USPS may not deliver within their time frame. All times are estimated and USPS requests up to fifteen business days to deliver your package. Currently, USPS does not scan at every destination. In addition, USPS has been contracted to ship for Amazon, UPS and FEDEX and we feel this has severely impacted their ability to deliver their own packages in a timely manner.  What we are seeing throughout the country is more and more delayed packages. Although we’d love to switch to alternative services, they are much more expensive and still rely on USPS. The truth is, we have no control over the shipping services and we are just as frustrated as you are. We hope that you can be patient as you wait for our products.  We think they are certainly worth it. Lastly, if you ordered during a sale or right after, we will need a bit more time to process your order. As a small business where all products are handmade in small batches, it will take us time to catch up!

Q: It looks like my package is sitting at a post office station, what do I do?

Currently USPS does not scan at every destination. Not to worry though, your package is definitely still on the way!

Q: How quickly will I receive my products?

We do our best to create your product the day you order it. Because all of our products are fresh, we cannot overstock our items. At times, we may become backed up and it will require a few days to catch up. If you've ordered during or after a sale, it can take a week or so to process. If you should have any questions regarding your order status, please feel free to contact us. Email is best.

Q: Why do your products come with an expiration date?

Because our products are created by nature, not by chemists, it may look and feel differently than other personal care products you may be used to. For example, your lotion comes with an expiration date. You will prolong the lotion's life if you keep it out of warm, damp places such as bathrooms. Storing it in the refrigerator will lengthen the life of the lotion as well.

Q: Why are you using shipping peanuts? Aren't they bad for the environment?

We are very conscious about the environment. Your home is our home as well! Traditionally, packing peanuts do not biodegrade. However, we only use two different kinds of peanuts. Either we recycle ones that we have received in packages or we use ones made from cornstarch. This type decomposes in water leaving no toxic waste. The peanuts are static-free and made from organic starch. How great is that!

Q: Do you ship outside of the United States?

We now ship to the United States and Canada

Q: Do you test your products on animals?

We never test any of our products on animals- we test them on our FAMILY & FRIENDS. Lucky them, huh!

Q: Do you offer trial sizes or samples?

We have over 400 products. Each product is hand made, hand poured and hand labeled.  Each product that we sell is a work of art.  We do not just pick up the phone and order a product like other companies, so we feel that each product is a gift.  Because of this and the overwhelming demand for samples, we are not able to offer them. We need to save all of our time to make our full-sized products.

Q: I know your products are toxic-free and gentle; however, do you guarantee that I will not have a reaction from using them?

We have many customers who have mild to severe skin conditions and they continue to have success using our products. However, we cannot guarantee that our products will not cause ANY irritation since we are not familiar with each customer's particular case and cannot take responsibility for each reaction a person may encounter. We suggest contacting your doctor if you feel an ingredient in one of our products may irritate your condition.

Q: Is a specific product safe to use while pregnant/breastfeeding/ or safe for my infant/toddler/child?

Our products are as naturally-based as possible. However, we do use essential oils. There are many schools of thought regarding essential oil safety. Most can be used with no concern; however, we always suggest each family does their own research when it comes to the ingredients and essential oils in each particular product and make a choice based on what they feel comfortable doing with their family. Just as food has possible concerns for reactions, so can personal care products.  As ingredients are a very personal choice, we could never make that choice for you. All our products are to be used with caution.

Q: Why do different products of the same smell not smell exactly the same?

We use a variety of organic ingredients to make our products that are not stripped of their naturally-occurring odors. We feel that the extensive benefits and healing properties of those ingredients are especially helpful in the products. Because of this, the essential oils and extracts that are used to create the smell will act differently depending on the product. Some may be stronger than others.

Q: I ordered this product a few months ago and it seems different this time. Why can’t it be exactly the same?

Using naturally-based ingredients causes products to vary slightly between batches. A product may be harder, softer or smell vaguely different than the previous batch.

Q: I see my product is separating. Is this normal? Why does this occur?

Conventional products use toxic chemicals such as anti-freeze (Propylene Glycol) to maintain the liquid integrity of their products. We choose not to use these chemicals and because we are USDA Certified Organic, we are not allowed! If you find your product separating, simply shake it prior to use. We feel the small inconvenience is worth it!

Q: How do I add to or modify my order?

In an effort to get our shipments to our customers as quickly as possible, orders cannot be modified once placed.

Q: Do you use palm oil in your products?

We do. USDA Certified Organic ingredients are sometimes difficult to source so we must be open to using all oils. Our Brazil-sourced palm oil is 100% organic and is used in all of our palm-oil products and because orangutans are not native to South America, the Brazilian palm industry does not adversely impact their wellbeing.

Q: Do you perform trace contamination & heavy metal testing?

While Poofy Organics conducts extensive screening and testing of ingredients, contaminants like heavy metals and phthalates can still appear at trace levels in raw ingredients of a finished product (meaning, no matter our diligence on the front end, they can still be a byproduct of the manufacturing process). Most materials used in Poofy Organics’ formulations are tested for common contaminants including heavy metals, phthalates, parabens and formaldehyde. Click Here for our third-party testing results for some of our most popular products.

Q: Do you guarantee that no toxic chemicals will ever be in your products?

Please be advised that while all of our ingredients are sourced with a higher standard of safety and quality in mind, it is well recognized — and accepted by regulatory authorities around the world — that incidental, trace levels of a chemical may inadvertently be introduced in a cosmetic product due to the complexities of the supply chain and manufacturing process. At POOFY ORGANICS, we work incredibly hard to minimize — but unfortunately, can’t eliminate — the potential that a product may contain trace levels of a chemical that has not been accounted for. 

Q: Why do you use natural flavors in your products and what exactly are they? I thought they were bad.

We use USDA certified organic flavors and extracts in our products because not everyone enjoys or can tolerate essential oils. Flavor extracts are much safer and can be used by all ages and conditions. Because they are considered proprietary ingredients, suppliers do not need to divulge their actual ingredients to the general public. They DO, however, need to disclose all of that information to their organic certifiers so that they can handle the inspection like they would other organic ingredients and products. Because revealing their proprietary information would endanger their company, the USDA allows it. The natural flavors that are certified are still held to the same standards as the other ingredients and can only come from a pre-approved list. They are not your typical "natural flavors" that are not held to any standards. Because we do not make the flavors ourselves, this is the information we have.

Q: Why do you use fragrance in some of your products and is it safe?

While most of our products are scented using only organic essential oils and extracts, because of recent customer demand, Poofy does use some fragrance. Some customers are sensitive to essential oils and prefer clean, safe fragrance. Although most fragrances out there are full of phthalates, carcinogens and hormone disruptors, Poofy only uses either certified organic fragrance or scents that pass the test below. If you prefer to be fragrance free, no worries! We have hundreds of products to fit your needs!

The International Fragrance Association and Research Institute for Fragrance Materials, are both organizations involved with developing standards for fragrance materials. IFRA examines the research conducted by RIFM, and informed by that data, sets standards for the use of fragrance materials. But we go above and beyond their standards by not allowing fragrances with any of the following:

✖ Carcinogens: These are materials known or thought to cause cancer.
✖ Mutagens: Materials that change the DNA of a cell, harming the cell and causing diseases like cancer.
✖ Reproductive toxins: Toxins that adversely affect reproductive organs and increase the risk of birth defects.
✖ Organ toxins: These are toxins that can cause adverse effects or disease within specific bodily organs.
✖ Acute toxins: Toxins that can cause adverse effects from a single exposure. Generally, this would be accidental exposure like spillage or ingestion.