General Information
WHERE CAN I PURCHASE INNERSENSE ORGANIC BEAUTY PRODUCTS?
Interested in carrying our products for wholesale? Learn more here , call us at 925-952-9700 or send us an email at at wholesale@innersensebeauty.com.
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!
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.
Products
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 VEGAN?
We love honey and beeswax as humectants and natural resins which offer benefit to the hair and offers performance in the majority of our line. While we do NOT formulate with animal byproducts or proteins, technically our line is not vegan because we use honey and beeswax. 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.
WHICH OF YOUR PRODUCTS ARE VEGAN?
Bright Balance Conditioner, Bright Balance Hairbath, Clarity Hairbath, Detox Hair Mask, Harmonic Treatment Oil, Hydrating Cream Conditioner, Hydrating Cream Hairbath, Hydrating Hair Mask, I Create Definition, I Create Shine, I Create Waves, Pure Inspiration Daily Conditioner, Pure Inspiration Daily Conditioner Refill Pouch, Serenity Smoothing Cream and True Enlightenment Scalp Scrub are vegan friendly.
Ingredients
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 oat kernel extract in some products. Our ingredient experts assure us 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.
HOW DO YOU CERTIFY THE ACCURACY OF YOUR INGREDIENT LIST?
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 appand 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.
WHAT DOES THIS † SYMBOL MEAN?
This symbol indicates that this ingredient is a natural component of essential oils. These natural components can be allergens and are denoted as such on bottle for EU compliance and labeling transparency. In simple terms, all be it rare, one can have an allergic reaction to an ingredient as one would with any circumstance of coming in contact with that particular ingredient.
I THINK I HAD AN ALLERGIC REACTION FROM A PRODUCT, WHAT DO I DO?
In the result of a reaction stop use of product immediately, rinse the area with cool water and consult with your primary care physician to determine the origin of your reaction.
Order Processing
I ORDERED MY PRODUCTS OVER THE WEEKEND. WHEN WILL I RECEIVE MY CONFIRMATION?
You will receive an email confirmation when your order has been received. Orders are shipped Monday through Friday.
HOW LONG WILL IT TAKE FOR MY ORDER TO BE PROCESSED?
We are grateful for your purchase!
Due to high demand, we are shipping within 7-10 business days of ordering.
Thank you in advance for your patience and support.
WHEN WILL I RECEIVE A TRACKING NUMBER FOR MY ORDER?
When your package is picked up by UPS or USPS, you will receive an email confirmation shortly after with your tracking number.
Payments
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
We accept all major credit cards: Visa, Mastercard, Discover, and American Express
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?
When a product is back in stock, it will be available on the salon order form. 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.
WILL I BE CHARGED FOR A PRODUCT THAT IS OUT OF STOCK IF IT WAS PART OF MY ORDER?
We will disclose if a product is out of stock on the salon order form. 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.
Wholesale Shipping General
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. Timeframes may be extended during holiday seasons or other peak periods.
Additionally, weather conditions can also affect delivery timeframes. Please check with USPS or UPS directly. Refer to your e-receipt to determine which shipping company handled your package and proceed accordingly.
DO YOU SHIP INTERNATIONALLY?
Not at this time.
WHICH CARRIER DO YOU USE TO SHIP MY ORDERS?
UPS
MY SHIPMENT WAS LOST OF STOLEN. WHO DO I CONTACT?
Because USPS and UPS are independent companies and not affiliated with Innersense Organic Beauty, questions pertaining to lost or stolen packages must be addressed with USPS or UPS directly. Please refer to your e-receipt to determine which shipping company handled your package and proceed accordingly.
HOW MUCH DO YOU CHARGE FOR SHIPPING?
UPS ground shipping is a flat rate of $17.50 USD
Wholesale Returns, Cancellations And Order Changes
WHAT IS YOUR RETURN POLICY?
PRODUCTS PURCHASED FROM AUTHORIZED SALONS AND RETAILERS
We are unable to accept returns for products purchased directly from our authorized salons and retailers. Please return the product(s) to the original salon or retailer and reference their company return policy to ensure proper handling.
PRODUCTS PURCHASED DIRECTLY FROM INNERSENSE (Salon)
All returns must be postmarked within thirty (30) days of receipt. All items must be in new and unused condition, with any and all accessories included with the original package.
RETURN PROCESS
To return an item, please email customer service at orders@innersensebeauty.com to obtain a Return Merchandise Authorization (RMA) number. After receiving an RMA#, place the item securely in its original packaging and with the RMA# clearly visible/written on the package's exterior. Mail your package to the following address:
Innersense Organic Beauty
Attn: Returns
RMA #
2301 Arnold Industrial Way, Suite A
Concord, CA 94520, United States
Please note that you will be responsible for all return shipping charges, and we highly recommend that you use a carrier that offers an insured, trackable shipping method for your return.
CREDIT
After receiving your return and inspecting the contents and condition of your package, we will process your return and issue a credit to your account for the approved amount.
EXCEPTIONS
The following items cannot be returned:
-Accessories included with product(s)
-Travel or 2 ounce size products
-Sample or packette-size products
-Opened products
-Partially-used products
-Product orders received over 30 days
For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange. If the reason for return is deemed to be the responsibility of the Innersense, the company will issue a full refund and provide a call tag for shipping at no charge.
Note:
A 25% restocking fee will be charged for all qualifying returns. Discounted items are FINAL and cannot be returned. Credit will be only issued to the credit card used for the original purchase and after return is received and confirmed.
HOW CAN I EXCHANGE A PRODUCT OR PRODUCTS?
We do not offer product exchanges.
HOW DO I CANCEL MY ORDER?
We do not cancel orders once they have been processed.
I ORDERED THE WRONG ITEM OR I ORDERED THE WRONG QUANTITY OF AN ITEM. HOW DO I FIX THIS ERROR?
An order cannot be modified, changed or cancelled after it has been placed and order confirmation has been sent. We are not able to make any exceptions.
Additionally, we are not able to edit or modify orders in any way after they have been placed, including shipping address. If you made a mistake on your order, please email orders@innersensebeauty.com Once you have physically received the shipment, we will work out a return or other solution.
Privacy, Data Handling And Terms Of Use
HOW IS CUSTOMER DATA HANDLED?
Your privacy is held in the highest regard. We do not engage in practices of selling customer data. For more details on our Privacy Policy and Terms of Use, please visit our designated Privacy Policy and Terms and Conditions page.
Other inquiries? Let's chat.
If you have a question we haven’t addressed here, please reach out to us at orders@innersensebeauty.com or by phone at 1-877-254-7385 Monday through Friday 8:30am – 5:00pm PST. We looking forward to hearing from you!