aka FUN AND AWESOME QUERIES:
Where are the products made?
Although we started out as a “handmade in our kitchen with love” kind of line, we can no longer do that! We cannot keep up with demand, and we believe that many US facilities have much stricter quality standards than we ever could! So today it’s a combination. We make some products in our studio in Brooklyn, NY. Most of the line is produced with small or organic manufacturers throughout the United States.
Do you do animal testing?
Seriously? No way! Never ever ever ever. Sometimes our office pups Lola and Pip eat the lip balms. They look really happy afterwards. Does that count as animal testing?
We are certified cruelty-free by PETA.
Are the products vegan?
Everything except the organic beeswax lip balms is vegan, and we even make vegan lip balms!
Are you certified organic?
Only the beeswax lip balms are certified organic, and we’re working on doing the rest of the line too! For now, any ingredient that says it’s organic is absolutely 100% certified by the USDA.
When the hell will my products ship?
As soon as we make them. Just kidding! Sort of. We (along with our manufacturers) are constantly making fresh product. In house we are a team of four people trying to keep up with our orders. Please be patient with us. Typically we will ship your order within 3 days. Someday when we’re a massive MegaCorp, you’ll get it before you even order it.
How will I know that my products have shipped?
You will receive a confirmation email with your tracking number and ship date. If you didn’t get it, check your spam folder first then contact us and we’ll resend it to you: firstname.lastname@example.org
It’s been a week/month/century and nothing! What happened?
The longest we take to ship orders is seven days. Scouts honor. And that rarely happens. Rest assured if you are waiting then we are making your cleanser/toner/cream as you read this. If it’s been longer, please contact us and we will solve the mystery and make it up to you. Promise.
How are orders shipped?
All orders go out via UPS or USPS from our office in Brooklyn. Please contact us directly if you need to expedite your order or need us to use a specific carrier. We ship for a flat $6.99.
What about international shipping?
Right now we do ship internationally. Please keep in mind that international shipping is very expensive, and sometimes you may be charged customs. We have many, many international e-commerce retailers. Please utilize them! It will be faster, less expensive, AND more eco-friendly. You can check them out here: http://swbasicsofbk.com/where-to-buy
What is the shelf life of your products?
Our products naturally last two years (we have undergone lab testing to confirm this), though we recommend using them within eight months. That’s what the little symbol on the back means that looks like this. (Don’t worry, we never knew that either.) We do not use any preservatives, they last because of the way they are formulated. Think of it as less ingredients = less spoiling. Someday all skincare will leave out the water and include essential oils and you’ll think this is normal.
My cream arrived frozen/melted. Is it ruined?
Not at all! If melted just throw it in the fridge or freezer (we recommend freezer). It will re-solidify and stay that way when you take it out. If frozen just give it a couple of hours to thaw.
What’s that weird pink cloud floating in my toner?
It’s the toner’s mommy! Also known as the “mother” in the apple cider vinegar. This is proof that the vinegar is unpasteurized, so it’s full of nutrient-rich bacteria that is magnificent for your skin. Over time it will continue to grow, preserving the toner and building up its quality. If it bugs you, pull it out and toss it. (Or you can make your own vinegar. No lie.) But beware it will come back! Like a non-threatening magical zombie that corrects your pH. Wait.
I got my products and I’m unhappy, I really don’t like you guys, and if you don’t do something to make me happy right now, I’m going to sue you.
Please don’t! We are doing our absolute best, and all we want is for you to be happy. In fact, we 100% guarantee our products and our service. That means if you are dissatisfied for any reason, we will figure out how to make it up to you, and we will make it super easy for you. By the end of this whole ordeal, we are going to be friends again, you’ll see.
I just have no idea where to start!