FAQ's

Yes. Shipping to the United States has resumed.

Following recent changes to U.S. import requirements and tariffs, we experienced temporary disruptions to our U.S. shipping service while we worked to implement a reliable solution.

We are now using a new shipping partner for U.S. orders, with final delivery provided through USPS.

Yes. Applicable U.S. tariffs are now automatically calculated and collected at checkout.

Due to recent changes affecting imports into the United States, tariffs may apply to products purchased from The Innate Life. After experiencing challenges with these changes, we implemented an automated system that calculates the applicable tariff charges for each U.S. order at checkout.

This allows customers to see and pay the applicable charges when placing their order rather than receiving an unexpected tariff payment request after shipment.

Tariff amounts are determined based on the products in your order and current U.S. import requirements and are separate from our product and shipping charges.

Recent changes to U.S. tariffs created significant challenges with how duties were being assessed and collected on our shipments.

Rather than continue shipping orders without a reliable way to calculate these charges in advance, we temporarily suspended U.S. shipping while we worked with our shipping and technology partners to implement a more transparent solution.

U.S. shipping has now resumed, and applicable tariffs are automatically calculated at checkout.

We appreciate the patience and understanding of our U.S. customers while we worked through these changes.

We are currently using a new shipping partner for orders entering the United States, with final delivery provided through USPS.

Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.

Applicable tariffs for U.S. orders are calculated and collected at checkout through our current shipping system.

This system was implemented to provide greater transparency by collecting applicable tariff charges before your order is shipped.

Yes. We currently ship to a number of international destinations. Available countries and shipping rates can be viewed by entering your shipping address at checkout.

International orders outside of the United States may be subject to customs duties, VAT, taxes or other import fees imposed by the destination country.

These charges are determined by the destination country's customs authorities and are the responsibility of the recipient. The Innate Life does not control these charges and cannot guarantee or predict the amount that may be assessed.

By placing an international order, you acknowledge responsibility for any applicable duties, taxes, VAT or import fees required by your country.

International orders outside of the United States may be subject to customs duties, VAT, taxes or other import fees imposed by the destination country.

These charges are determined by the destination country's customs authorities and are the responsibility of the recipient. The Innate Life does not control these charges and cannot guarantee or predict the amount that may be assessed.

By placing an international order, you acknowledge responsibility for any applicable duties, taxes, VAT or import fees required by your country.

If you refuse to pay the applicable duties, taxes or import fees and the carrier returns your package to us, a refund will be processed once the package has been returned and received at our facility.

Please note that the original shipping charge and any return shipping charges incurred to return the package to us will be deducted from your refund.

Return-to-sender shipments can take several weeks to arrive back at our facility depending on the carrier and destination country.

Orders are shipped from Toronto, Canada. We generally require approximately 1–3 business days to process orders. Business days are Monday through Friday.

Estimated delivery times:

Canada: approximately 2–7 business days
United States: approximately 5–10 business days
International: approximately 2–3 weeks

Delivery estimates are approximate and are not guaranteed. Customs processing, carrier delays and other circumstances outside of our control may result in additional transit time.

Please check the tracking information provided in your shipping confirmation email for the most recent status of your shipment.

Customers are responsible for ensuring that their name, shipping address and other delivery information are entered correctly at checkout.

If there is an issue with your tracking information or you have not received your package, please contact us at support@theinnatelife.co with your order number.

Please check the tracking information provided in your shipping confirmation email for the most recent status of your shipment.

If there is an issue with your tracking information or you have not received your package, please contact us at support@theinnatelife.co with your order number.

If your tracking information shows that your package has been delivered but you cannot locate it, please first check around your property, parcel locker/mailbox, building reception and with other members of your household or neighbours.

We also recommend contacting the carrier directly, as they may be able to provide additional delivery information or open a trace on the shipment.

If you are still unable to locate your package, please contact us at support@theinnatelife.co with your order number and we will assist you with the next steps.

Customers are responsible for reviewing and providing a complete and accurate shipping address when placing an order.

If you notice an error, please contact us immediately at support@theinnatelife.co with your order number and correct address.

We will do our best to make the change if the order has not yet been processed or shipped. Once an order has been shipped, we cannot guarantee that an address can be changed or redirected.

Additional shipping or return-to-sender charges resulting from an incorrect or incomplete address may be the responsibility of the customer.

Orders may be cancelled within 1 hour of placement, provided the order has not already been processed or shipped.

Please email support@theinnatelife.co and include your order number.

Once an order has been processed or shipped, it can no longer be cancelled.

If you contact us over a weekend or holiday, please allow until the next business day for our team to review your request.

Unfortunately, discount codes cannot be applied retroactively once an order has been placed.

We are unable to cancel or modify an order solely because a discount code was not entered at checkout.

Please ensure your discount has been successfully applied before completing your purchase.

Please contact us as soon as possible at support@theinnatelife.co with your order number and the requested changes.

If your order has not yet been processed or shipped, we will do our best to accommodate your request.

We cannot guarantee that changes can be made once an order has entered processing.

Please contact us within 3 days of delivery at support@theinnatelife.co.

Include:

• Your order number
• A description of the issue
• Clear photographs of the damaged or defective product
• Photographs of the packaging when applicable

Claims submitted without supporting photographs may not be processed.

Once reviewed, our team will provide an appropriate resolution.

Products damaged after use are not eligible for a refund, replacement or exchange.

The Innate Life is not responsible for damage caused by third-party freight forwarding services such as Aramex, myUS.com or similar companies.

Our products include glass containers and must be handled and repackaged carefully if removed from their original shipping box for inspection.

Customers choosing to use a freight forwarding service assume responsibility for the handling and repackaging of their order after it has been delivered to the forwarding company.

We're sorry about the mix-up!

Please email support@theinnatelife.co with your order number and a clear photograph of the product(s) you received.

Our team will review the issue and provide an appropriate resolution as soon as possible.

Because our products are handcrafted in small batches and include personal care products, return eligibility depends on the condition of the product and the destination country.

Exchanges are available for eligible unopened and unused products in their original sealed packaging.

Customers are responsible for applicable return and exchange shipping costs unless the product arrived damaged, defective or incorrect.

Different statutory rights may apply depending on your country.

Please refer to our full Return Policy for complete eligibility requirements, exclusions and instructions.

For health, hygiene and product integrity reasons, opened or used personal care products generally cannot be returned or exchanged unless the product arrived damaged or defective.

Please review our full Return Policy for additional details.

Please store our products in a cool, dry place away from direct sunlight and excessive heat.

Scalp Treatments should ideally be stored at room temperature, approximately 20–25°C (68–77°F).

The shelf life of our products is approximately 1 year. The shelf life begins the moment you receive the products. All our products must be stored in a dry place (away from sunlight).

For our Scalp Treatments, we recommend they are stored at room temperature (20-25°C). We use unrefined shea butter in our Problematic Scalp Treatment which may solidify or formulate grainy texture in temperatures below 15°C.
Please note: the graininess in the product does not affect its efficacy.

Our Problematic Scalp Treatment contains unrefined shea butter, which may naturally solidify or develop a grainy texture when exposed to temperatures below approximately 15°C (59°F).

This is a natural characteristic of the ingredient and does not affect the efficacy of the product.

Allow the product to return to room temperature before use.

All of our products, except our Neroli Hair Primer and Leave-in Conditioner, are gluten-free. However, please note that our products are not formulated in a gluten-free facility.

The following products contain nut ingredients:
Rose Hair Elixir, Beard + Hair Elixir, Problematic Scalp Treatment, Rosemary Scalp Treatment, Herbal Shampoo.

Please note that our products are not formulated in a nut-free facility.

Yes, all our products are cruelty-free. We do not test on animals.

All our products are vegan except:
Problematic Scalp Treatment – its formulation contains a bit of beeswax.
Neroli Hair Primer – its formulation contains Hydroxypropyltrimonium Honey, derived from real honey.

Our products are formulated with carefully selected plant-based and naturally derived ingredients.

For complete ingredient information, please refer to the ingredient list provided on each individual product page

Because we use naturally derived ingredients and produce our products in small batches, slight variations in colour, scent and texture may occur between batches.

These natural variations do not necessarily indicate a change in the quality or effectiveness of the product.

Our products are not specifically formulated for color-treated hair. Having said that, many of our customers with color-treated hair use our products without any issue.

Most, if not all, of our products contain essential oils that may not be recommended during pregnancy and breastfeeding. However, the concentration of essential oils in our products is 0.02% (sensitive skin) to 1.0%. These dilutions typically don’t cause any concerns for safety. We recommend seeking advice from your doctor prior to using our products if you are pregnant or breastfeeding.

Our products are primarily formulated for adult hair and scalp care.

Because sensitivities and individual needs vary, please carefully review the ingredient list before using a product on a child.

Our products are designed to support scalp and hair health and help create an optimal environment for healthier-looking hair.

Individual results vary, and we cannot guarantee hair regrowth or make claims that our cosmetic products will treat or cure hair-loss conditions.

Results vary from person to person depending on factors such as hair condition, scalp health, routine and consistency.

For products intended to support scalp and hair health, consistency is important. Some customers may begin noticing results after approximately 3–6 months of consistent use.

For Scalp Treatments, we recommend following the directions provided on the product page and maintaining a consistent routine.

Essential oils can only be used between 1-4% on bath & body products. Essential oils are extremely concentrated and not using them within their safety limit can cause adverse effects. Our herbal extracts are diluted with the rest of the oils so it is hard to determine the final percentage.

The concentration of essential oils in our products is 0.02% (sensitive skin) to 1.0%. These dilutions typically don’t cause any concerns for safety. Just to be on the safe side, please consult your healthcare professional to get a second opinion.

Our products are stored in recyclable + reusable glass and reusable PET plastic packaging.

PET plastic is a plastic that is free from harmful chemicals. It is approved by the FDA and deemed safe for use with  personal care products. PET plastic is not a single-use plastic. It can be perfectly recycled over and over again.

Our Scalp Treatments + Hair Elixirs are stored in glass containers with PET plastic lids + covers.

The rest of our products are stored in reusable PET plastic packaging. However, our pumps and sprays are not recyclable. With this, we encourage you to reuse them or dispose of them in the garbage.

For shipping, we take great pride in our minimal packaging efforts. All orders are sized with a small recyclable box, and filled with packing peanuts that are compostable + dissolvable.

Our products can be categorized for pre-wash, wash, and post-wash use.

Before washing your hair, we recommend using:
Rosemary Scalp Treatment
Problematic Scalp Treatment
Herbal Hair Mask

While washing your hair, we recommend using:
Herbal Shampoo
Charcoal Scalp Detox

After washing your hair, while it’s still damp, we recommend using:
Neroli Hair Primer
Leave-in Conditioner
Rose Hair Elixir
Beard + Hair Elixir

For daily/regular use:
Neroli Body Oil
Rose Hair Elixir
Beard + Hair Elixir

I recommend trying our Complete Hair Care Bundle, which includes a Scalp Treatment of your choice, Rose Hair Elixir and Herbal Hair Mask. These are our most celebrated products on the website. Though they all work on different issues, they maintain one goal: Enhance the overall health of the hair.

Our Scalp Treatments work at the scalp/root of the hair strands to provide nutrients + support hair growth. Our Herbal Hair Mask moisturizes + repairs any damage caused to your hair strands and texture. Our Rose Hair Elixir adds shine and acts as a daily serum for extremely dry and frizzy hair.

For reviving and accelerating hair growth, we highly recommend our Scalp Treatments. Hair growth starts at the root, which is why the key to optimal hair growth is nourishing your follicles. With 1-2 applications per week with a Scalp Treatment of your choice, you will begin to see hair growth results in at least 90 days. As long as you remain consistent, your hair growth will continually accelerate.

Our products do not belong in the drug category therefore aren’t specifically tested as a medicinal solution for hair loss conditions. However, we have many customers who have used our Rosemary Scalp Treatment and experienced hair growth in areas/patches where they were experiencing hair loss. We also have customers that have used our Rosemary Scalp Treatment with hair loss conditions and experience positive results (see Before & After transformations).

We seek to elevate scalp care in the haircare industry where it is often neglected. With this, our products including the Rosemary Scalp Treatment seek to encourage scalp care + frequent scalp massages. The scalp is the last layer of the skin to receive nutrients essential for hair growth. This is why our products are developed + formulated to topically nourish the follicles for optimal growth.

Our products are not specifically formulated or tested for Keratin-treated, colored or bleached hair, hair extensions, or locs. Having said that, many of our customers with these types of hair do use our products without any issue.

It's very common that different people don't smell things the same way as each individual has different levels of smell receptors in our noses. With this, every individual senses smell differently, and the strength of the scent may vary for every individual.

If you are sensitive to scents, this product may have a strong scent to you.

With the recommended small amount of application per use, our scalp products will not clog your pores.

The two main ingredients that cause the ‘tingling’ feeling and help enhance blood circulation in the scalp are: peppermint oil and tea tree oil. Although the sensation is often uncomfortable when applied too much, it shouldn’t be causing pain of any sort.

Peppermint oil is historically used for medicinal purposes (headaches, muscle pains, scalp irritations like dryness and dandruff). It is completely normal to have the ‘tingling’ or ‘cooling’ sensation when you apply our Scalp Treatments because it is increasing blood circulation to the scalp and creating a healthier environment for hair growth.

This can be an indicator that you are applying too much product. We recommend using only a small amount at a time, and apply sparingly. Over time, feel free to adjust the amount you use to avoid overapplication.

Most people do not touch their scalp at all + focus on the actual length of the hair. With this, when you start incorporating scalp massages into your hair routine, you will notice hair dropping on the floor/hands. We are supposed to lose 50-100 hairs a day and oftentimes, they are cut off from the root and lingering/hanging on. Once you massage your hair, you will notice them falling and it may scare you. This will only occur initially. As you continue scalp massages twice a week with regular brushing, you will notice normal hair loss.

If you're not combing your hair every day, these hair strands can be loosened and still be sticking around on your hair/head waiting to fall. When you apply a Scalp Treatment or Herbal Shampoo, you might notice them falling all at once when in reality, they may have been a little loose from before. During use of our products, hair strands will stick to your hands, making them more noticeable. It also may be possible that you're applying too much product. We advise that you use the tiniest amount for each section of your scalp. For our Scalp Treatments, It is important to section out your scalp and apply it directly on the white strip of the scalp.

We apologize for the inconvenience, this is due to the packaging being tight + freshly sealed, resulting in having no air inside the bottle. We recommend unscrewing the nozzle to let the air in. While unscrewed, we recommend testing the spray until product comes out. Once product comes out, you may screw the nozzle back on for use.

Payment is collected when your order is successfully placed through our website.

Once your order is confirmed, you will receive an order confirmation email at the email address provided during checkout.

Order confirmation emails are automatically sent after a successful purchase.

If you haven't received one, please check your spam or junk folder and confirm that the email address entered during checkout was correct.

If you still cannot locate your confirmation, contact support@theinnatelife.co with your name and any available order information.

Please contact us as soon as possible after placing your orders.

If neither order has been processed, we may be able to assist. However, we cannot guarantee that separately placed orders can be combined.

Billing information generally cannot be changed after an order has been successfully processed.

If you believe there is an issue with your payment or billing information, please contact support@theinnatelife.co.

Available pricing and currency may vary depending on your location and the market selected on our website.

Your checkout page will display the currency and final order total before you complete your purchase.

Applicable sales taxes are calculated according to the destination and requirements presented at checkout.

For international orders, additional import taxes, VAT, duties or other customs charges may apply depending on the destination country.

For U.S. orders, applicable tariffs are calculated and collected through our current checkout system.