FAQ – S.W. Basics

FAQ

Where are the products made?

Our products are handmade in our kitchen with love. Today we formulate all of our products in our space in Clarksdale MS.

Do you do animal testing?

No way! Never ever ever ever. We are certified cruelty-free by PETA.

Are the products vegan?

Everything except the organic beeswax lip balms and the diaper cream is vegan.

Are you certified organic?

No! The majority of the line is made with USDA certified organic ingredients. For more information, see the specific product pages.

When the hell will my products ship?

As soon as we make them. Just kidding! Sort of. We are constantly making fresh product. In house we are a team of four people trying to keep up with our orders. Please be patient with us. Typically we ship within 5-7 business days. Someday when we’re a massive MegaCorp, you’ll get it before you even order it.

How will I know that my products have shipped?

You will receive a confirmation email with your tracking number and ship date. If you didn’t get it, check your spam folder first then contact us and we’ll resend it to you: hello@swbasics.com.

It’s been a week/month/century and nothing! What happened?

The longest we take to ship orders is 5-7 days. Scouts honor. And that rarely happens. Rest assured if you are waiting then we are making your Cleanser/Toner/Cream as you read this. If it’s been longer, please contact us and we will solve the mystery and make it up to you. Promise.

How are orders shipped?

All orders go out via USPS Priority mail from our warehouse in Clarksdale, MS. Please contact us directly if you need to expedite your order or need us to use a specific carrier.

Where can I buy your products in person in the US?

We are only available direct from our store.

What about internationally?

Yes! We ship internationally. Happy shopping!

What is the shelf life of your products?

Our products naturally last two years (we have undergone lab testing to confirm this), though we recommend using them within 8-12 months. That’s what the little symbol on the back means that looks like this. (Don’t worry, we never knew that either.) We do not use any preservatives, they last because of the way they are formulated. Think of it as less ingredients = less spoiling. Someday all skincare will leave out the water and include essential oils and you’ll think this is normal.

My cream arrived frozen/melted. Is it ruined?

Not at all! If melted just throw it in the fridge or freezer (we recommend freezer). It will re-solidify and stay that way when you take it out. If frozen just give it a couple of hours to thaw.

What’s that weird pink cloud floating in my toner?

It’s the toner’s mommy! Also known as the “mother” in the apple cider vinegar. This is proof that the vinegar is unpasteurized, so it’s full of nutrient-rich bacteria that is magnificent for your skin. Over time it will continue to grow, preserving the toner and building up its quality. If it bugs you, pull it out and toss it. (Or you can make your own vinegar. No lie.) But beware it will come back! Like a non-threatening magical zombie that corrects your pH. Wait.

I got my products and I’m unhappy, I really don’t like you guys, and if you don’t do something to make me happy right now, I’m going to sue you.

Please don’t! We are doing our absolute best, and all we want is for you to be happy. In fact, we 100% guarantee our products and our service. That means if you are dissatisfied for any reason, we will figure out how to make it up to you, and we will make it super easy for you. By the end of this whole ordeal, we are going to be friends again, you’ll see.

What is your return policy?

Due to the small-batch, fresh nature of our products, we cannot accept returns of open products. We encourage you to try our Minis (when available) if you are new to the line. If you want to return unopened products, have an error in your order, please contact us at hello@swbasics.com.

What is ShipAid (updated July 12, 2024)?

We understand how frustrating it can be if something happens to your package. That's why we're so excited to offer ShipAid, our new shipping protection plan! By opting for this extra protection, you're ensuring that if your items are lost, stolen, or damaged during transit, you won't have to worry. With ShipAid, your purchase will be replaced without any hassle. Just remember, to be able to process a claim, the ShipAid coverage must be purchased at the time of your order. We want you to feel confident and secure every time you shop with us!

Oh no, my order is damaged, lost, or stolen! What now?

We totally get how annoying that is! If your precious package is playing hide-and-seek, got swiped by a mischievous gremlin, or arrived looking like it had a rough night out, don't panic! As long as you've got our trusty ShipAid protection, we're on it. Just click here to get started on your claim. Remember, ShipAid is like that reliable friend who always has your back, ensuring you'll get a replacement without the headache. If you skipped out on ShipAid, well… we recommend grabbing it next time for that sweet peace of mind.

How do I process a ShipAid claim?

Easy. Just visit here and enter your information.

I just have no idea where to start!

Email us! hello@swbasics.com.

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