COVID-19, An Update for Our Customers
UPS has recently announced a suspension of their service guarantee for certain package types. Because of this, we have made the decision to remove 2 Day Air and Overnight Shipping options for customers shipping to or within the continental United States. Ground shipping options are still available, but please note you may experience unforeseen delays after your package leaves the fulfillment center.
Please note that these UPS updates primarily impact our customers in Canada, Alaska and Hawaii. If you are shipping any packages to those locations, you may experience longer than usual shipment times or held packages.
As we face these uncertain times, we do so together. COVID-19 impacts everyone – both personally and professionally. As like many brands we’ve reached a dilemma: to continue being available to customers or to cease marketing activity during times of increased sensitivity. For now, we will continue to serve you, our customers, as best we can, while keeping an open and transparent conversation if and when anything changes.
The safety of our employees, suppliers, delivery partners, fulfilment team and customers is paramount. We continue to follow and react to up-to-the-minute official advice during this situation. Many retailers in which we are available have closed or reduced their hours, we are adapting to make sure our online stores are a safe, reliable place to shop. In light of this, here is how we’re making sure to keep our service going for you:
1. Customer Service lines are still operational between 9 AM - 5 PM EST in the USA.
2. You may experience some delays when placing orders – we are working to minimize these while prioritizing safety.
3. Our social media channels will continue to provide community content, open conversation and updates.
We are not just a skincare brand. We are people sharing the same doubts, fears and uncertainties as one. For each other, and especially in times people may be feeling less connected, let's practice kindness and keep our communication open.