If you do not find your question answered here, please feel free to reach out anytime via any of our social media platforms or via email at email@example.com.
I'm not sure which products are right for me. Which products should I start with?
You can take our quick and comprehensive Skin Quiz for a personalized skincare routine that addresses your skin concerns and goals. You can also filter products by skin concern or type under the FILTERS section on the left side of the screen. You're always welcome to reach out to us at firstname.lastname@example.org for additional recommendations.
In what order should I apply the products? When do I apply my serum(s)?
The 3 Steps to Glow skincare routine is super simple and easy to use. You can see how and in what order we recommend using the products here, but very simply it goes: cleanser, toner, serums. If you use a cream moisturizer, you can apply it after your serums.
Do your products contain preservatives?
We use preservatives in our formulations as needed. They are a necessary and important part of cosmetic formulation. Our oil-based products are 'preserved' with non-GMO sunflower-derived Vitamin E to prevent or delay oxidation. The Offering Toner is preserved with Lactobacillus Ferment (rated a 1 by the Environmental Working Group), a natural and non-toxic broad spectrum preservative.
Do your products contain PUFA (poly-unsaturated fatty acids)?
Yes, they do! We've seen a lot of misinformation on social media about PUFA in skincare, but PUFA rich oils are widely used because they've been studied extensively and are known to offer many benefits, especially for sensitive, inflamed and acne-prone skin. You can read all about these benefits and the science behind PUFA and how they interact with your skin here.
Are your products suitable for acne-prone skin?
Yes. We like to say that acne-prone skin is sensitive skin. While everyone's skin is unique, the products are designed especially for sensitive and stressed skin, including those experiencing breakouts and inflammation. Many of our customers find that the drying, harsh ingredients typically found in conventional products don't work or worsen their skin condition. So we welcome you to try something different and hopefully find some relief!
Are your products safe for use during pregnancy and/or while breastfeeding?
While we always recommend you consult your care provider if you have any concerns, the products are free of essential oils, synthetic retinol, black cumin seed oil, willow bark extract, and other ingredients typically avoided during pregnancy and while breastfeeding.
Do your products contain essential oils?
No. The products contain no essential oils.
How much use will I get out of one of the serums?
How long the product lasts really depends on how much and how often the product is used, but on average, the serums last ~60 days with daily (1x) use.
What is the shelf life of the products?
Our products are most potent within 3 months of receiving them so that is when we recommend you use them for optimal results, but they are shelf stable for 12 months or more dependent on proper storage. We recommend storing your products in a cool, dry place out of direct or indirect sunlight to extend their shelf life.
Are the products vegan and/or cruelty-free?
Yes and yes. We are a PETA Certified Vegan and Cruelty-Free company. We are Logical Harmony certified Cruelty-Free. This applies to all of the ingredients we use as well as the products.
Do the products contain Palm oil or Palm oil derivatives?
No. We strictly avoid Palm oil, Palm derivatives, and other ingredients that cause conflict or leave a negative imprint on local communities or the environment.
What is the percentage of vitamin C in the Light Reveal Serum?
Light Reveal contains 5% THD, a stable and gentle form of vitamin C.
Why does my new bottle of ________ have a slightly different color or scent than a previous one?
Various elements in nature can impact the color, consistency and fragrance of plant-based ingredients from batch to batch. These variances are normal and natural, and don't effect the efficacy of the product.
How long does it take to see results?
It depends on the product and your goal. Some customers see results, such as more hydrated skin or reduced redness, within a few days. For others, they begin to see visible changes within a few months. We recommend the complete 3 Steps to Glow skincare routine for optimal results.
Do you offer samples?
Not at this time, but we're working on it! Be sure to get on our email list and you'll be the first to know.
SHIPPING, DELIVERY & RETURNS
When will my order ship?
Our packages are assembled by hand, usually within 3-5 business days. Please note that orders placed on Fridays will be processed the following Monday. The shipping transit times listed at checkout do not include assembly/processing time.
Will COVID-19 affect the shipment of my order?
While we are working hard on getting all orders to our customers on time, USPS and other shipping carriers are experiencing an up to 5-day delay on domestic orders and 14+ day delay on international orders. These delays are out of our control and we appreciate your support and patience.
What should I do if my package was stolen or lost in transit?
If you chose to add on Route Package Protection at checkout, your package is covered. You can report any issues directly to Route and they'll ensure that you get your products ASAP. To report an issue, click here.
Do you offer returns or exchanges?
We do not offer returns, refunds or exchanges on any products due to general dissatisfaction or if a product does not resonate with your skin. Please send us a message or an email with any questions you may have prior to placing an order. If you have any issue with your order, please reach out to us at email@example.com so we can help resolve it.
ORDERS & BILLING
How do I change or cancel my order?
Our fulfillment system is set up to process quickly so that our customers get their products ASAP. Because of this, editing an already placed order isn’t possible at this time. If you’d like to cancel your order, please send us a message immediately to firstname.lastname@example.org and we’ll do our best to cancel the order if it hasn't shipped.
Can I combine promotion codes or discounts?
We love offering promotions to our customers, but unfortunately promo codes and discounts can only be used one at a time and cannot be combined. This includes subscription discounts.
How do subscriptions work?
When you subscribe to a product, you receive 15% off on every order. You also have the flexibility to change delivery dates, skip upcoming shipments, adjust your delivery frequency, and edit your shipping and billing information at any point in time. It’s the perfect way to maintain your WABI-SABI® skincare routine without interruption—simply check the "Subscribe and save (15%)" button next to your favorite products.
How do I make changes to my subscription(s)?
Log into your account, hover over "My Account" > "Subscriptions", and then select the edit button next to the subscribed product you wish to change. From there, you will have the ability to adjust your upcoming shipment date, product quantity, delivery schedule, payment information, and shipping address.
How can I skip an order?
You can skip an upcoming recurring shipment up to 3 days prior to the scheduled ship date. Log into your WABI-SABI® account, hover over "My Account" > "Subscriptions" > "Delivery Schedule" and select the skip button next to the subscribed product you wish to skip.
Can I cancel my subscription?
You can cancel a subscription at any point in time. Simply log into your account and hover over "My Account" > "Subscriptions" and select the cancel button next to the subscribed product you wish to cancel.
Are the products packaged in glass or plastic?
The products are packaged in opaque, white glass bottles and jars.
Do you have a recycling program?
We do not have a bottle recycling program. That the amount of water needed to properly clean and sanitize the bottles combined with the need for additional shipping actually would actually leave a larger carbon footprint than having our customers put the bottles into the recycling bin themselves.
Do you offer refills?
We do not currently offer refills, but are working on a refill option for The Offering Toner. Stay tuned!