- How do I qualify for free shipping?
Orders that are $50+ automatically qualify for free shipping. Once your order meets the minimum, the free shipping option will be available at checkout.
- Do you ship internationally?
At this time we do not ship outside the United States due to additional taxes and fees imposed by customs. Please check with your local, natural and organic specialty stores for our products or check our Where to Buy map for a list of countries. Additionally, there are several online retailer partners who ship internationally with very reasonable rates.
- What payment methods are accepted?
We accept the following payment methods: American Express, Discover, MasterCard, Visa & Paypal.
- Will you ship to PO Boxes?
Please select the UPS SurePost option if you are shipping to a PO Box.
- When will my order ship and when will I receive it?
Orders are generally processed the next business day. Our free shipping or "Economy" method can take 5-10 business days to receive, where as Ground is usually 3-6.
- What is the status of my order?
To check the status of your order at any time, please log into your account. An email with confirmation of your order and shipping information with tracking number will be sent to the email address you provided. Please note that tracking information may not be updated for the first 24-48 hours after you receive your shipping confirmation email.
- How do I make changes/cancel my order?
We are able to make changes to your order as long as the order has not been sent to our warehouse for processing.
- How can I carry Andalou Naturals for resale in my store/salon?
For retailers interested in carrying our line, our products are available through natural product distributors in the U.S. and Canada. Please call or email us, and we will be happy to connect you to a distributor.
- How do I return an item?
We want you to be completely satisfied with your Andalou.com order. If you are unhappy with your order for any reason you can return your items within 30 days of your purchase date for a prompt refund. The original shipping and handling charges are non-refundable. When returning the product, please include a print-out of your order confirmation email. We cannot be responsible for lost or undeliverable parcels, so please mail your package in a prepaid, insured/traceable method to the address below:
ATTN: Returns Department
7250 Redwood Blvd Suite 208
Novato, CA 94945
Refunds will be credited in the same form as the original payment type and will post to your account within 14 days of receiving the return.
- How do I exchange an item?
We do not offer exchanges at this time, but we will provide a refund if you are dissatisfied with the product for any reason. The original shipping and handling charges are non-refundable. When returning the product, please include a print-out of your order confirmation email. We cannot be responsible for lost or undeliverable parcels, so please mail your package in a prepaid, insured/traceable method to the address below: Andalou Naturals ATTN: Returns Department, 7250 Redwood Blvd Suite 208, Novato, CA 94945. Refunds will be credited in the same form as the original payment type and will post to your account within 14 days of receiving the return.
- I want to return a product that was not purchased from your website.
If you purchased from a retail or online store other than Andalou.com, please contact the location you purchased the product from for their return policy. We can only accept returns made from purchases on our website.
- What is the expiration date of my product?
OTC (over the counter) products have an expiration date of 2 years. This information is printed on the primary package (tube crimp), and printed on the unit carton outer package. Non-OTC (aka, cosmetic) products are safe to use for 5 years from the manufactured date. There is a jar icon on each package which communicates the “best used after opening” timeframe. For example 12M, suggests using the product within 12 months after opening. You can determine a product’s manufactured date by locating the lot number. Lot codes are found on the primary package (tube crimp, jar bottom, on wrap label, etc.). While it may depend on the product, you can translate most manufacturing lot codes in the following way:
Manufacturing Lot Code Example: 1B01
1 = Numeric representation of the year (2011)
B = Alpha representing month of manufacture (see table below)
01 = Numeric representing batch number ever made of the product
1B01 = Manufactured in 2011, February, first batch ever made of the product
A = January
D = April
G = July
K = October
E = May
H = August
L = November
C = March
F = June
J = September
M = December
- Do you test on animals?
We share your concern that cosmetics and personal care products should not be tested on animals. Our company policy clearly states that we - DO NOT and WILL NOT TEST our products or ingredients on animals, nor have we asked or allowed others to do so, on our behalf.
- Are your products gluten-free?
Yes! Our products have been tested by the Food Allergy Research & Resource Program (FARRP) on behalf of Celiac Sprue Association (CSA) and are verified to be Gluten-Free. The CSA has evaluated all Andalou Naturals formulations, and confirmed Andalou Naturals are Gluten-Free, meaning they have been tested below the gluten limit of quantitation (BLQ) of 5 parts per million.
- Are your products vegan?
We offer a unique collection of quality personal care products for caring consumers seeking natural, organic, and cruelty-free ingredients within the Vegetarian Ethic. We currently have over 90 vegan products and 100% of our products are vegetarian. If a product is vegan, it will be noted on the product page with the following badge:
Our Non-Vegan Selection:
Apricot Probiotic Cleansing Milk: Lactobacillus (yogurt)
Argan + Mint Lip Remedy: Beeswax
BioActive 8 Berry Fruit Enzyme Mask: Manuka honey
Get Started Kit-Age Defying: Lactobacillus (yogurt) & Manuka honey
Get Started Kit-Brightening: Lactobacillus (yogurt) & Manuka honey
Instant Age Defying Face Mask (aka 8 Berry Fruit Enzyme Mask): Manuka honey
Instant Brightening Face Mask (aka Pumpkin & Honey Face Mask): Manuka honeyx
Lemon Sugar Facial Scrub: Manuka honey
Meyer Lemon Creamy Cleanser: Manuka honey
Probiotic + C Renewal Cream: Lactobacillus (yogurt)
Pumpkin Honey Glycolic Mask: Manuka honey
- Is your packaging recyclable?
All Andalou cartons, bottles, jars, and tubes are widely recyclable and 100% BPA-free. Packaging is designed to be beautiful, but also to minimize the shipping materials necessary to protect our products during processing and handling. We decided to utilize widely recyclable PET plastic jars and the resin we use does not contain BPA, phthalates, dioxins, lead, cadmium or endocrine disruptors. We encourage our customers to follow local recycling guidelines and packaging when empty.
- Are your hair products color-safe?
Our products do NOT contain sulfates, which is the primary cause of damage to colored hair. Sodium laureth sulfate and sodium lauryl sulfate, which are common ingredients in other hair care lines, can strip dyed hair of coloring, fading your hair every time you wash.
- Are your products pregnancy safe?
Our products are formulated to be gentle and safe for personal use. However, should there be any question or concern for a specific ingredient or allergic condition during pregnancy or while nursing, we recommend consulting with your physician for a thorough evaluation prior to use.
- What is the pH level of your skin care products?
The pH levels of our skin care products vary between a pH of 4.5-5.5. This range is the “normal” pH range of healthy skin.
- Do you use nanotechnology?
We are happy to inform you that we do not use nanoparticle or micronized particle sunscreen ingredients. Industry definition of nanoparticles is a material measuring less than 100 nanometers, and the definition of micronized is a material measuring between 100 and 200 nanometers.
- What are the beads made of in your 1000 Roses Pearl Exfoliator?
Our 1000 Roses™ Pearl Exfoliator was formulated with jojoba esters (beads) for their bioactive, gentle exfoliating benefit for sensitive skin types. The unique manufacturing process of the jojoba oil is how the esters acquire their semi-solid, spherical bead shape. The jojoba oil is melted and sprayed upwards in a liquid form, and then it is cooled while being pulled back down by gravity. This vertical journey shapes the solidified oil droplets into spherical beads. Like the starting jojoba oil source, the jojoba esters are environmentally friendly, and 100% biodegradable.
- What is a serum and how do I use it?
Serums are a light weight, readily-absorbed fluid intended for application alone or under a moisturizer. The purpose of a serum is to deliver a potent level of key ingredients to benefit the skin. A serum may be applied to clean skin, morning and evening, prior to moisturizing. If you prefer, you may dispense both serum and moisturizer into your palm and mix together prior to application.