Frequently Asked Questions
Where can I purchase Innersense Organic Beauty products?
We are sold in salons and spas as well as green beauty boutiques throughout the United States and Europe. Find a store near you using our salon locator.
Are you a curly hair line only?
We are asked that a lot, and the answer is no! It just so happens that the textured hair community has fallen in love with the nourishment our line provides and that group tends to be vocal on social media. We’re eternally grateful for their support, but please know we embrace all textures of hair here at Innersense Organic Beauty!
Are your products vegan?
While we do NOT formulate with animal proteins, technically our line is not vegan because of our love of honey and beeswax as humectants and natural resins. Please be assured we are as bee-friendly as possible! We go to great lengths to ensure our source partners act responsibly and maintain a commitment to sustainability.
My shampoo and conditioner are slightly different in color compared to my last bottle. Is this normal?
Yes, it is! Due to seasonality, occasionally our batches may differ slightly in color and thickness. Like us, Mother Nature has her moods. Rest assured, the performance and efficacy of our products remain despite these slight changes.
What is your product shelf life?
Our products will maintain their efficacy for 36 months unopened and 12 months if opened.
Are your products color safe?
Yes! Our entire lineup is color safe. Mother Nature would never harm a beautiful balayage or gorgeous fashion color.
I’ve heard sodium chloride shouldn’t be used on hair processed with keratin treatments. Why is that?
We do not use synthetic surfactants or other harsh ingredients and our sodium chloride is naturally derived from pressed coconut oil. Synthetic surfactants found in over-the-counter products create 1.4 dioxane which not only is toxic, but pulls the keratin from the hair.
How much product should I use in application?
We always recommend using a dime to a nickel size amount of product to start, but you can always use more if needed. Emulsify in your hands with water to really wake up the ingredients. Our products are richly concentrated and love water, so do not be afraid to add more water, you will not dilute the product!
Are your products gluten free?
Yes, our products are formulated gluten free and manufactured in a designated USA Food and Drug Administration (FDA) facility. Our facility, however, is not a Certified Gluten Free facility.
Although every precaution is taken to ensure the purity of our products, there is potential risk during the manufacturing process. If you have concerns we suggest consulting with your health practitioner before using our products if you are sensitive to all aspects of wheat.
Please know we do use wheatgrass and oat kernel extract in some products. We use pure wheatgrass (just the grass, with absolutely no seed kernels, which is the source of gluten). Our ingredient experts assure us that by harvesting wheatgrass in this manner, it does not contain gluten.
My hair is protein sensitive. Which of your products are safe for me?
All of our products contain natural proteins and ingredients that are nutrient rich at some level. We use rice bran oil, rice amino acids and quinoa as our primary protein sources. Our products also contain a number of ingredients that are nutrient rich and provide a source of protein.
Do you test products on animals?
Our ingredients and products are never tested on animals. We follow stringent ethical standards directly and indirectly with our supply chain partners.
Do your products contain silicone?
No. None of our products contain any silicone based ingredients.
What is your pH level?
Our products are naturally PH balanced at 4.5 to 5.5
Are your products certified organic?
Our products are not USDA certified organic. However, we use USDA certified organic ingredients in all our products.
Do you use soy in your products?
How do you certify the accuracy of your ingredient lists?
Our commitment to transparency goes beyond what we tell you. We list all of our ingredients on our labels and do not hide any ingredients in proprietary blends or complexes. Download the Think Dirty app and see that our products are truly safe and clean.
Can natural products perform as well as over-the-counter products?
Yes! We believe wholeheartedly that when you are utilizing richly concentrated levels of natural ingredients to provide the efficacies and performance you expect to see and the ability work so well in use. It eliminates the need for us to augment our formulas with cheap synthetic ingredients.
Why do you use Sodium Benzoate?
We do use Sodium Benzoate in some products. This ingredient is derived from salt, and is an effective preservative to prevent microbial growth. In our research and testing, the levels of which we use sodium benzoate and citric acid in our formulas are too low to cause a reaction and cause the formation of benzene. Our green ratings on the Think Dirty app also validate safety and health of our products, plus this ingredient is approved by the European Union. Recently, we have updated our formulas by further reducing the amount of sodium benzoate and introducing potassium sorbate, which is an effective plant based preservative. We are actively transitioning away from the use of Sodium Benzoate. As new green chemistry evolves, we will take advantage of it to strengthen our commitment further to beauty without compromise.
I ordered my products over the weekend, when will I receive my confirmation?
Upon processing your order, you will receive confirmation that your has been received and is being packaged and prepared to ship.
How long does it take for my order to be processed?
Within 24-48 hours from time of receipt.
When will I receive a tracking number for my order?
When a shipping label is created for your order, you will receive a confirmation email shortly after with your tracking number.
What methods of payment do you accept?
We accept all major credit cards: Visa, Mastercard, Discover, and American Express
Who can I contact about credit changes or refunds?
Please contact our customer service department by emailing email@example.com or calling 1-877-254-7385 Monday through Friday 9:00 AM – 5:30 PM PST.
Do you save my payment information for future orders?
No. We do not store payment information in our system.
How do you protect my payment and personal information?
We use cyber sourced securities that are fully encrypted systems.
BACK ORDERS AND OUT OF STOCK
Why did a product go out of stock?
From time to time we experience back orders on products that we are waiting to receive new shipments of, or are experiencing influxes of a particular product and have sold out quickly.
How will I know when out of stock/backordered products will be available for purchase again?
We actively communicate with our community through our social media platforms. We will always use these platforms to announce when a product is back in stock.
Will I be charged for a product that is out of stock if it was a part of my order?
Typically we will disclose a product is out of stock before it happens. When this does occur, the product cannot be placed in your cart for purchase. However, due to variations in demand, a product may sell out. If an order is placed on an out of stock item, we will notify you and provide two options: 1. Request a refund, and replace your order when inventory has been replenished, or 2. Wait for the product to be back in stock. We will send it to you with no charge for shipping.
GIFTS & CURATED OPTIONS
Can I send products as a gift?
Yes. Please provide us with the correct billing and shipping addresses.
How long will it take for my order to arrive?
The majority of web orders ship through USPS with 3-day Priority shipping. However, we also ship products through UPS Ground which takes up to 5-7 business days for delivery, depending on location.
Do you ship internationally?
Not at this time.
Which carrier do you use to ship my orders?
USPS and UPS.
How much do you charge for shipping?
$7.95 for all orders under $50.
How do I qualify for free shipping?
All orders with a subtotal of $50 or more receive free shipping. All other orders will be charged shipping fees.
CUSTOMER SERVICE CONTACT
If you have a question we haven’t addressed here, please reach out to us at firstname.lastname@example.org or by phone at 1-877-254-7385. We looking forward to hearing from you!
What is your return policy?
You may return any item purchased from www.innersenseorganicbeauty.com, (excluding accessories, all travel size products, and samples). Returns must be received within 21 days of receipt for a full refund, less shipping charges when applicable. Refunds must be applied to the original credit card used for purchase. You will receive an email confirmation when your return is received and your refund is being processed. To return an item, repack the item in its original packaging, if possible, and include name and order number, and ship via insured carrier (FedEx, UPS, or USPS) to:
Innersense Organic Beauty
5118 Port Chicago Highway, Suite #A
Concord, CA 94520
*For security purposes, exchanges are not offered.
How do I cancel my order?
We do not cancel orders once they have been placed.
I ordered my product through a different retailer, can I return it to you directly?
No. You must contact the retailer you purchased from and handle all returns with them.
I ordered the wrong item or I ordered the wrong quantity of an item. How do I fix this error?
Please contact email@example.com and include your order number.
How do I become an authorized seller of Innersense Organic Beauty products?
Please visit our Salon and Wholesale information page, call us at 925-952-9700 or send us an email at at firstname.lastname@example.org.
MEDIA AND PUBLIC RELATIONS INQUIRES
Who do I contact for press inquiries?
Please send all press inquiries and materials to email@example.com.
How do I find your products at salons near me?
Visit our Store Locator page to locate an authorized salon in your area.
HAVE A QUESTION?
Do you have a question we haven’t addressed here? Ask customer service: