PRODUCT HELP / ORDER INQUIRIES
A customer service representative will respond to your inquiry within 48 business hours.
RETURNS & REFUNDS
Due to the nature of our products, all sales are final.
CHANGING ITEMS IN AN ORDER
Once an order is placed, it cannot be changed.
WHEN WILL MY ORDER SHIP?
I WANT TO CANCEL MY ORDER
Because our products are made to order, you cannot cancel your order after it has been placed. No exceptions. If for extenuating circumstances we cancel your order as a courtesy, a 15% restocking fee will be applied. We have the right to decide what constitutes extenuating circumstance.
WHERE DOES DAWNJOY SHIP? USA 48 STATES
We are not currently shipping internationally. However we do ship throughout the entire United States.
YOUR PRODUCTS WORKED FOR MY FRIEND. WILL THEY WORK FOR ME?
Everyone's skin is different. Thus, results will vary between individuals. While a specific item may be working for someone else, it may not work for you. If you ever need help choosing a product, email us at firstname.lastname@example.org.
MY ORDER IS MISSING AN ITEM
We're sorry you're having a problem with your order! Should you have anything missing from your order or an incorrect product, please contact customer service via email at email@example.com within 48 hours of you receiving the product(s).
We offer shipping insurance that can be applied at checkout to your order. We strongly suggest applying this feature to protect your items during transit.
We're sorry that your package arrived damaged. If this does occur, please email firstname.lastname@example.org with the subject line SHIPMENT with your first and last name, order number and 3 clear photos of the damage. We ask that you report any damage within 48 hours of delivery so that we can replace the item(s) for you. Damage reported outside of this time-frame will be handled at our discretion.
MY PACKAGE WAS UNABLE TO BE DELIVERED DUE TO A WRONG ADDRESS
Please double-check your order confirmation and ensure that you've entered the correct address. If your address cannot be verified by UPS we will contact you for an alternative address.
If your package does get sent back to us, please note there is a reshipment fee (same amount paid on the original order) that will need to be paid for an additional send-out. There is a 15% restocking fee for non-reshipment packages that will be deducted from your refund. Shipping is nonrefundable.
MY PACKAGE WAS MARKED DELIVERED, HOWEVER, I DID NOT RECEIVE IT
Please ensure that the address you provided on file is the correct address. After verifying please send an email to email@example.com - We need to be notified within 48 hours of missed delivery to assist you.
*** We highly encourage you to add shipping protection to your order. By removing shipping protection you are waiving liability for your parcel and we will not be liable for loss or damages.
WHY IS MY PRODUCT COLORED DIFFERENTLY?
Because we handmake our products with natural ingredients, your product hue may slightly vary. No matter what hue your product, you are getting the highest quality product.
WHY IS MY PACKAGING DIFFERENT FROM THE PHOTOS?
Due to COVID-19, our packaging supplies are varying. Our first goal is to make sure you are getting the product your love - it’s what’s on the inside that matters! Our bottles or lids may vary but the product is the same.
MY BODY BUTTER IS MELTED! WHAT DO I DO?
We only sell our body butters during the colder months, however, we cannot promise it will not melt if shipped to warmer climates. Please note that we do not provide refunds or exchanges for melted product and melted/softened product is still safe to use. Please immediately bring packages inside to reduce the chance of melting.
Each jar is packed with appropriate size butter to accommodate for potential melting. Butters are whipped and will change consistency when melted, this will cause the butter to look like a lot less in the jar. You are still getting the same amount of product, however, it will be a different consistency. Pop your melted butter into the fridge for 15-20 minutes (or until solid) and your butter will become a balm consistency. Use less of this balm than you would the whipped butter for your skincare regimen.
Products that might be affected with melted butters: Whipped Healing Body Butter, Turmeric Honey Polish
Disclaimer: Any product information posted is for educational purposes only. Results can vary by user, continued use for an extended period of time provides the best chance of seeing results. Even the slightest improvement or minimal change in appearance or feel should be considered a positive result. The key ingredients are natural extracts and should not be compared to results rendered by surgical or medical procedures. Benefits are based on positive customer feedback, testimonials, positive before & after results & ingredient benefit profiles. Results are not guaranteed. DAWNJOYSKIN LLC is not liable or held at risk for any item abuse. Although our products are handmade with natural ingredients, our products are not hypoallergenic.