FAQs

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.

Poofy Organics offers a 30-Day Return/Exchange Guarantee- If you're not happy with a product, simply contact us for an exchange, or product credit applied to your Poofy account. Shipping fees, duties, and taxes are non-refundable, and those orders that qualified for Free Shipping, the shipping charges will be deducted from the credit before it is applied to your account. All bundled items must be returned with all components for a full refund.

Products eligible for returns and exchanges: All unopened products. Products that have been damaged during transit. Special circumstances including product reactions. Please note that our return policies are strict on personal hygienic items including anything that comes in a jar where the user inserts their fingers, and anything that comes in a stick or with an applicator, where the user applies it directly onto their skin. These items include but are not limited to: deodorants, facial skincare moisturizers, all products in the oral care category, lipsticks, lip glosses, eyeliners, lip liners, mascara, lotion sticks, soap bars. These items can only be returned if they are in their original unopened packaging. The reason for this is to keep our customers safe avoiding cross-contamination.

Further LASHES and Lash accessories are NOT returnable. Unfortunately, we are unable to offer exchanges on clearance items. If you’ve receive a damaged product, we are more than happy to send you a replacement, just email us at help@poofyorganics.com

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).

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!

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

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.

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.

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!

We now ship to the United States and Canada

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

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.

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.

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.

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.

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.

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!

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

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.

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. Follow this link here: https://cdn.shopify.com/s/files/1/0789/4188/0607/files/HeavyMetalAnalysisGuide.pdf for our third-party testing results for some of our most popular products.

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