Frequently Asked Questions
Order and Return Policy
What makes Puretopiah unique?
Puretopiah is the FIRST 🌿 plant powered multicultural beauty brand to give your kids up to 💧 4 DAYS of MOISTURE & CURL DEFINITION without using satin accessories!
What are your product features?
💧 Up to 4 Days of Moisture & Definition without satin accessories | 💧 Intense Hydration | 🌿 Hypoallergenic | 🌿 Vegan | 🌿 Gentle | 🌿 NO Toxins or Harsh Ingredients.
Do you offer samples?
We offer samples from time to time when working on launching new products. Please follow us on our social media pages to learn about upcoming sample giveaways.
Why is the consistency of the product I just ordered different from the one I already have?
Due to the nature of the natural ingredients we use, the consistency may vary slightly by batch.
What if I have an Allergy?
We recommend reading the ingredients listed on our labels or website as well as conducting an "Area/Patch Test" of our products before use. If you have an allergy or a reaction to our products discontinue use immediately and contact your physician. All ingredients are listed on our labels and website.
What is the recommended age for Puretopiah?
We recommend using Puretopiah Shampoo and Conditioner for newborns and up while our Detangler and Curling Cream is recommended for children 6 months and up.
Our products are not FDA approved and are not guaranteed to work on everyone's hair. Hair results will vary based on hair type and use. Please carefully follow the directions provided on our products for best results. Please Note: We do not give medical advice. For any medical concerns please consult your doctor.
What is your Return/Exchange Policy?
What is your Cancellation Policy?
Although we do not accept any returns or exchanges, you may cancel an order before it ships if it has not yet been processed. Please contact email@example.com ASAP.
Processing & Shipping
Our products are handmade with love just for you. Orders are typically fulfilled within 2 – 4 business days depending on demand. Tracking numbers can take anywhere from 1 - 3 business days depending on mail pick up day/when your package is scanned by the postal carrier - this is beyond our control. Delivery is usually within 5 business days once your package has shipped for customers in the USA. Please bear in mind that COVID also has an impact on processing and shipping timelines.
We are located in the USA and ship worldwide. International Customers are responsible for all customs duties, taxes and other expenses associated with international shipping. Please note that some carriers charge a brokerage fee for clearing your package; this fee is beyond our control and is the customer's responsibility. Orders are typically fulfilled within 2 – 4 business days depending on demand. Tracking numbers can take anywhere from 1 - 3 business days depending on mail pick up day/when your package is scanned by the postal carrier - this is beyond our control. Delivery to customers in Canada is within 5 business days after your package has shipped. Delivery to customers in all other countries is for packages with a maximum weight of 4 pounds and is usually delivered 1 - 3 weeks+ after shipping. Please bear in mind that COVID also has an impact on processing and shipping timelines.
We ship worldwide. Delivery is within 5 business days after shipping for USA and Canada. For all other countries delivery is 1 - 3 weeks+ after your package has shipped. International Customers are responsible for all customs duties, taxes, brokerage fees, and other expenses associated with international shipping.
Incorrect, Damaged/Defective Products
Please submit photo images of the incorrect, damaged, defective product to firstname.lastname@example.org and we will assess your claim for further processing.
Contact email@example.com ASAP and we will try to assist you if your order hasn’t been processed. If your order has been processed or shipped, unfortunately we cannot change the shipping address and it becomes your responsibility. We recommend double-checking your shipping details before submitting your order.
Lost or Stolen Packages
We are not responsible for lost or stolen packages that have a confirmed delivery to the address entered for an order. No refunds, replacements or credits will be issued for orders confirmed to have been delivered to the address provided in an order. If your tracking number indicates that your order has been delivered to the address provided and you have not received your order, please contact the carrier to get information regarding your delivery or file a claim. Please have your tracking number available to provide to the carrier to assist with the investigation.