SHIPPING & DELIVERY
Do you ship internationally?
International Shipping Information
We currently ship to Australia, Austria, Belgium, Brazil, Canada, China, Croatia, Denmark, Estonia, Finland, France, Germany, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, Latvia, Lebanon, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Turkey, United Arab Emirates, United Kingdom and the United States of America.
For shipping rates, please update the Checkout page with your address. The Innate Life is not responsible for any custom or duty fees. Please check with your country's import rules before placing an order. Please see your country’s postal service for more information on your order's shipment status.
When will I get my order?
We ship from Toronto, Canada – therefore, shipment transit times may vary. We take approximately 1-3 business days to process all orders. Business days are Monday to Friday. All shipment transit times listed below are approximate.
Canada: 2-7 business days for packages to be delivered
USA: Up to 1-2 weeks for packages to be delivered
International: Up to 2-3 weeks for packages to be delivered
Please note: USA/International packages may get stuck at customs, resulting in additional delays beyond our control. This will affect the package’s delivery date. Please see your country’s postal service for more information on your order's shipment status.
Where is my order?
Please ensure your shipping information is accurate, we are not responsible for wrong information input such as name and address. Please check your tracking number for the status of your order. If your tracking information is incorrect, please e-mail us at email@example.com no later than 30 days since your package has shipped.
For more information, please see Shipping & Handling.
Where is my tracking number?
All customers receive a shipping confirmation e-mail when their shipping label is created + their order is ready to be shipped. All orders come with a tracking number that is included within the shipping e-mail. If you didn’t receive a shipment confirmation e-mail, please e-mail us at firstname.lastname@example.org.
RETURNS & EXCHANGES
I want to cancel my order. What do I do?
Order cancellation must be reported within 1 hour of placing your order (unless it has been shipped). Please email us at email@example.com to cancel your order. Your e-mail request must include your order number in order for us to successfully process the cancellation. If you are emailing to cancel your order over the weekend, please give us until the next business day to process your request. Please disregard shipping confirmation emails you may receive.
We don't accept cancellations due to discount codes not being applied to the order. Unfortunately, a discount code cannot be applied to an order once it has been processed.
My products arrived damaged. What do I do?
Please e-mail us at firstname.lastname@example.org with images of the damaged goods and one of our team members will get back to you as soon as possible. Product images must be submitted with the e-mail in order for us to re-send the package. Damaged product(s) must be reported within 3 days of receiving the products (no exceptions).
The Innate Life is not responsible for any damage to the products caused by freight forwarding companies such as Aramex, myUS.com or others. If the products are taken out of the box for inspection, the customer must discuss with the freight forwarding company that our products are packaged in glass containers and must be repackaged just as they originally were when shipped from our facility.
I received the wrong product. What do I do?
This can occasionally happen as we try to ship out orders as fast as possible. We apologize for the convenience! Please send us an image of the product(s) you received at email@example.com along with your order number. Our team will get back to you as soon as possible with a resolution.
What is your refund, return + exchange policy?
Unfortunately, all our sales are final and products cannot be refunded, returned or exchanged. For more information, please see our Return Policy.
ABOUT THE PRODUCTS
How do I store your products?
Please store all our products in a cool and dry place (away from sunlight).
What is the shelf life of your products?
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.
ARE YOUR PRODUCTS GLUTEN-FREE?
ARE YOUR PRODUCTS NUT-FREE?
The following products contain nut ingredients:
Rose Hair Elixir, Beard + Hair Elixir, Problematic Scalp Treatment, Rosemary Scalp Treatment, Herbal Shampoo, Herbal Conditioner.
Please note that our products are not formulated in a nut-free facility.
Are your products cruelty-free?
Yes, all our products are cruelty-free. We do not test on animals.
Are your products vegan?
All our products are vegan except the Problematic Scalp Treatment – its formulation contains a bit of beeswax.
Are your products safe for color-treated hair?
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.
ARE YOUR PRODUCTS SAFE FOR PREGNANCY/BREASTFEEDING?
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.
What is the essential oil percentage?
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.
Do you use sustainable packaging?
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.
Using The Products
What order do I use the product(s) in? When do I use it?
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 + Conditioner
Charcoal Scalp Detox
After washing your hair, while it’s still damp, we recommend using:
Neroli Hair Primer
Rose Hair Elixir
Beard + Hair Elixir
For daily/regular use:
Neroli Body Oil
Rose Hair Elixir
Beard + Hair Elixir
What do you recommend for first-time buyers?
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.
What can I use for hair loss/hair fall/hair growth?
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.
Will it help with alopecia, trichotillomania, psoriasis, postpartum hair loss, etc.?
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.
Can I use it on Keratin-treated hair, hair extensions or locs?
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.
Will the smell be too strong for me?
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.
Can the oils clog the pores on my scalp?
With the recommended small amount of application per use, our scalp products will not clog your pores.
Why is my scalp tingling?
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.
It’s weighing my hair down after use! What should I do?
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.
I’m getting more hair fall after using the product(s), why is that?
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.
My spray nozzle doesn’t work!
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.
Will Herbal Shampoo dry out my scalp?
No, it will not dry out your scalp. Our Herbal Shampoo gently cleanses the scalp of excess oil and dirt without stripping off the natural hair sebum that is vital for hair growth. This way, your scalp is not dried out and your follicles receive proper nourishment.
How do I wash off the Herbal Conditioner?
Our Herbal Conditioners are heavy moisturizers, and can weigh your hair down if not washed out properly.
Conditioners are a tricky product as there are enormous ranges of hair texture within a hair category. For that reason, a little trial and error is always necessary. We recommend that you apply half the amount that you applied the first time and see if your hair still feels heavy post-wash. If your hair is treated with a mask or oil, we recommend skipping the conditioner. Last but not least, if our Herbal Conditioner is leaving your hair heavy, we recommend only leaving it in your hair for less than one minute and rinsing it off immediately. This way, it doesn't get enough time to penetrate deep into the hair strands but still hydrates the hair.