Payment & Subscriptions
How do I change my next order date or subscription delivery frequency?
Do you offer any kind of discount for military personnel or healthcare providers?
May I choose to continue my subscription with just the products that I prefer?
How do I change what's included in my subscription?
When do you make it clear that I'm subscribed?
After my trial has ended, how much do the full sets cost?
I'd love one cleanser for my shower and another for my sink - is that possible?
How can I re-activate my subscription?
How do I add promotional codes to my subscription?
Can I purchase individual products withOUT subscription?
How do I log into my account?
Why is my trial discount not applying to my order?
How do I update my shipping and/or billing information before my next order?
How do I apply store credit to my next order?
How do I cancel my subscription?
Shipping & Returns
Return & Refund Policy
International
USA
How long do orders typically take to deliver once in transit?
Onward Shipping Protection
Can I cancel an order after it processes?
Do you offer free shipping?
How long do orders typically take to process before shipping?
Products & Instructions
What fragrances do you use in your products?
Are your products ever tested on animals?
Do you use parabens, phthalates, sulphates or other controversial ingredients in your formulations?
What is Kojic Acid?
Are your products all natural?
Why do I get the same four products every time I take the diagnostic?
Do you offer an SPF option higher than 15?
What if I experience some form of irritation after using your products?
What Your Face Can Expect in the First 3 Weeks
How will I know that I received the right products for me?
I lost the instructions that came with my set - what do I do?
How do I refill my body wash bottle?
Easing into Retinol
What does natural really mean?
Skincare 101
These four products do all you need, and then some
Why we don't use jars
Caring for the skin underneath your scruff
"All-Natural" Skincare Products Explained
Hydrate Your Skin With Hyaluronic Acid
Aloe Leaf Juice
Coconut Alkanes
How to Read Ingredients
Why You Need Two Face Creams
Reduce Wrinkles on the Night Shift
Niacinamide
Activated Charcoal: Effective or Hype?
Compatible Essential Oils
Vitamins and their many forms
Vegan vs. Cruelty-Free
Shea Butter and Coconut Oil & Alkanes
Niacinamide the Anti-Aging Powerhouse
Retinol
Adjusting to a New Regimen
Products gentle enough to use everyday
Products compatible with each other's pH, and yours
Truth in Peptides
Sodium Hyaluronate
Clean vs. All-Natural
What "Anti-Aging" Really Means
Valid Claims and Over-Promises
Avoid the mix-and-match of building your own regimen
Benefits of Retinol
Specialized Discounts
Can I use the Heroes discount code more than once?
Can I share my discount code with non-eligible friends?
What happens to my personal documentation after I am verified through ID.me?
Can I combine my Heroes code with another offer, promotion, or promotional gift card?
I am a front-line worker, but I couldn’t verify through ID.me. What do I do next?
How is eligibility confirmed?
I haven’t received my code. What do I do next?
ID.me is asking for my Social Security number; do I have to provide it?
Who is eligible for a Heroes discount?
General
- All Categories
- Skincare 101
- Valid Claims and Over-Promises
Valid Claims and Over-Promises
What does "smoother skin" mean? "Pore-tightening"? "Wrinkle-reduction"? Are there any scientific metrics by which these marketing claims are measured? The short answer: yes, there are measurable biophysical effects to the use of certain skincare ingredients and products. The trouble is, most skincare products don’t have the scientific proof that their products actually meet these metrics. Oftentimes, claims are made on a good guess, or a hopeful wish.
Two phrase claims can only be so specific. That’s intentional. To legally make specific claims rigorous (verifiable and repeatable) research needs to be carried out, and clinical trials completed. That’s a very long and expensive process that most brands can’t afford to complete before heading to market.
These claims don’t speak to direct results, only tangential consequences. If you add water to the skin, it will be hydrated. That’s a consequence. If you add water to the skin via H-bond linking to a chain of low molecular weight Sodium Hyaluronate, the direct result is skin hydration. Of course the extent of hydration (percent skin permutation, for example) requires a series of clever clinical trials to legally make the “skin hydration” claim. The point is, there’s a spectrum of veracity when it comes to claims. In the competitive skincare world, however, there’s an arms race to sell with the fanciest-claim, but not necessarily in the rigorous science to support these claims.
The easiest way to spot a snake oil product from one with integrity is to compare the front-of-label claims to the ingredients on the back. If an ingredient listed on the front of a label is low in the ingredient list, there’s a good chance it does not perform in the formula (and on your skin) as is claimed. Often times brands will sell products with promise of one ingredient’s function, but only supply a product in which that promised ingredient plays a very minor role, and certainly not the one for which it was promised. This is most common in face wash and moisturizers, where alcohols and glycols often mimic effects to which brands give more expensive- (ahem, or natural-) sounding ingredients credit.
Before you spend a lot of money on miracle-claiming products, do a quick gut check with the ingredient list.