Frequently Asked Questions (FAQ)
1. Q: Are your products made with natural ingredients?
A: Yes! Our products are thoughtfully formulated with a foundation of high quality natural and naturally derived ingredients, including botanical oils, butters, hydrosols, plant extracts, minerals, and essential oils. Where science offers ingredients that improve product safety, stability, hydration, or skin performance, such as skin identical vitamins, peptides, or naturally derived humectants, we use them selectively and only when they meet our standards. We never use synthetic fragrances, artificial colors, parabens, phthalates, sulfates, or other unnecessary additives. "Natural" does not always mean "non-reactive," so if you have allergies or sensitivities, please review the ingredient list carefully and perform a patch test before use.
2. Q: Do your products contain preservatives?
A: Some of our water based products contain gentle, naturally derived preservatives to help maintain product safety, freshness, and stability throughout their intended shelf life. We never use parabens or formaldehyde releasing preservatives.
To help preserve your products:
• Store in a cool, dry place, away from direct sunlight
• Keep water out of jars and containers
• Use clean, dry hands or a spatula when scooping
• Reseal containers tightly after each use
Each product is labeled with a best-used-by date or a PAO (Period After Opening) symbol indicating how long it is best used after opening.
3. Q: Are Petal & Root® products pH tested?
A: Yes! Every water based and emulsified product is pH tested in small batches using a professional laboratory grade pH meter to help ensure consistency, product stability, and optimal skin compatibility.
4. Q: Why do some products settle or separate?
A: Because we use minimal stabilizers and avoid unnecessary synthetic thickeners, slight settling or separation is normal in some botanical and oil rich formulations. This is a natural characteristic of products made with minimally processed ingredients and does not affect their quality or performance. Simply shake or stir gently before use if needed.
5. Q: How long do your products last?
A: Most products have an unopened shelf life of 12 to 18 months from the manufacturing date. After opening, follow the PAO (Period After Opening) symbol on the label, which indicates the recommended time frame for best quality. Proper storage in a cool, dry place will help maximize freshness.
6. Q: Are your products suitable for sensitive skin or allergies?
A: Many of our products are formulated with sensitive skin in mind and are free from synthetic fragrances and many common irritants. However, every person's skin is unique. If you have known allergies or very sensitive skin, please review the ingredient list carefully and perform a patch test on a small area of skin for 24 hours before full application.
7. Q: Can I return or exchange products?
A: Because our products are handcrafted, made to order, and intended for personal use, we cannot accept returns or exchanges. If your order arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery and include photos and a brief, date and time stamped video of the issue. We'll work quickly to make it right.
8. Q: How long does it take to receive my order?
A: Most orders ship within one business day, and many ship the same day when placed early enough. Standard U.S. delivery typically takes 3 to 7 business days, although remote locations, carrier delays, holidays, or peak shopping periods may occasionally extend transit times.
9. Q: How do I track my order, and what if my package is lost or stolen?
A: Once your order ships, you'll receive a tracking number by email. Every order includes third party shipping insurance. If your package is lost, stolen, or damaged during transit, contact us and we'll gladly help you initiate the insurance claim and guide you through the process.
10. Q: Do you use eco-friendly or sustainable packaging?
A: Yes! We use recyclable glass, metal, paper, and other thoughtfully selected packaging materials whenever practical. We encourage customers to reuse or recycle packaging whenever possible to help reduce environmental impact.
11. Q: How should I store my skincare products?
A: Store products in a cool, dry place away from excessive heat, direct sunlight, and humidity. Reseal containers tightly after each use, and always use clean, dry hands or a spatula when removing product from jars. For bar soaps, use a well draining soap dish to help extend their life.
12. Q: Do you offer gift sets?
A: Yes! We offer beautifully curated gift sets for a variety of occasions. Visit our Gift Sets section to see current offerings. Looking for something personalized? Contact us and we'll do our best to create a custom gift set just for you.
13. Q: Do you ship internationally?
A: Yes. We currently ship to Canada, Mexico, and Australia.
Please review the following terms before placing your order:
• Duties, Taxes, and Import Fees: Customers are solely responsible for all import duties, VAT, customs fees, brokerage fees, taxes, and any other charges imposed by the destination country. These fees are not included at checkout.
• Customs Clearance and Delays: International shipments are subject to customs inspection and clearance procedures. We are not responsible for customs delays, rejected entries, confiscated goods, or abandoned packages.
• Refused or Unclaimed Shipments: Orders refused, unclaimed, or abandoned because customs fees or required documentation were not provided are not eligible for refund.
• Final Sale: All international orders are final sale. Returns, exchanges, and refunds are not available except in the event of a confirmed fulfillment error.
• Address Accuracy: Customers are responsible for providing complete and accurate shipping information. Orders returned because of incorrect or incomplete addresses are not eligible for refund.
By placing an international order, you acknowledge and agree to these terms.
14. Q: How much should I use and how do I apply your products?
A: Every product page includes detailed application instructions and recommended usage amounts.
General guidelines:
• Use clean, dry hands or a spatula
• Start with a small amount and build as needed
• Massage gently into the skin using upward, outward motions
• Perform a patch test before using any new product
15. Q: Do you guarantee results?
A: We formulate every product to support healthy looking, radiant skin using carefully selected, high quality ingredients. Because every person's skin is different, we cannot guarantee specific results. If you have questions about using a product or experience an unexpected reaction, please contact us. We're always happy to help.
16. Q: Can your products be used with other skincare actives?
A: Most Petal & Root® products work well alongside common skincare routines. If you use prescription retinoids, exfoliating acids (AHAs or BHAs), benzoyl peroxide, or other highly active treatments, introduce new products gradually and perform a patch test first. If you're unsure whether products can be used together, we're happy to help.
17. Q: Are your products cruelty free?
A: Yes! We never test our finished products on animals and partner with suppliers who share our commitment to ethical sourcing and responsible manufacturing.
18. Q: Who can I contact if I have additional questions?
A: We'd love to hear from you! Email us anytime at contact@petal-and-root.com, and we'll be happy to help with product recommendations, ingredient questions, or anything else you need. Your experience with Petal & Root® is important to us.
