Questions + Answers
The Basics
+ Where can you purchase Act+Acre?
You can always purchase our products from this website, Amazon, or our other retail partners which you can find on our 'Retail Partner' page.
+ What about internationally?
Although we don’t offer international shipping from our site just yet, you can still purchase online from Urban Outfitters, Amazon, and Net-a-Porter UK, along with our other retail partners which you can find on our 'Retail Partner' page!
+ What if I need to cancel my order?
We are able to cancel orders within 30 minutes of it being placed! Please email hello@actandacre.com with your order number and we'll get back to you!
+ How do I receive my free consultation?
Hair question not answered here? Feel free to check out our blog for plenty of great info or send an email to hello@actandacre.com for a personalized consultation :)
Our Products
+ Do they contain sulfates, silicones, or parabens?
Nope, they are 100% free of all three!
+ Are they gluten free?
You bet!
+ Are they vegan + cruelty free?
We love our furry friends and would never want to hurt them— we are wholeheartedly committed to being a 100% vegan and cruelty-free brand.
+ Are they non-GMO?
Yep!
+ Are your products safe on colored/chemically treated hair?
Whether your hair is bleached, dyed, permed, keratin treated, chemically straightened— you name it— our products are completely safe for use :)
+ I have extensions, can I still use your products?
Because our products are rich in essential oils, we advise against using our products if you have bonded/glued in extensions. Oil can weaken your glue bonds over time and we would hate for your extensions to loosen up prematurely!
+ Can they help with my scalp condition?
Yes! Many of our customers experience scalp related issues including dandruff, scalp psoriasis, postpartum hair loss, and more, and have had great success using our products.
+ Will they help make my hair grow?
Our detox in particular contains many naturally stimulating ingredients that help to promote healthy hair growth :)
+ Are your products safe to use during pregnancy?
Absolutely! New moms love our Scalp Detox in particular as it can help to minimize postpartum hair loss!
+ Are your products environmentally friendly?
Absolutely— our bottles are made from PETG1 plastic, which is the highest grade of plastic available. All of our shipping supplies are made from recycled materials, and we use 90% less energy during our production process thanks to the Cold Processed Method.
Did we mention we’re also carbon positive?— For every tonne of carbon we produce during the production process, we offset the amount (+more!) by funding a solar wind farm in Mumbai.
+ Why are the bottles so hard?
This is because our bottles are made from PETG1 plastic, the highest grade of recyclable plastic. It is a bit harder and more fragile than your standard squeezable plastic, but so much better for the earth in the long run!
Product Usage
+ How much detox should I use + how often should I use it?
You only need a very small amount of product— no need to try and squeeze the bottle for more to come out. We recommend parting your hair into around 6 sections and spreading the product evenly onto each parting— massage it in to then disperse across scalp.
We recommend using the detox 1-2x per week for 20 minutes. You can also leave it in overnight for an intensive treatment when you feel necessary.
+ How often should I wash my hair?
Contrary to popular belief, it’s actually better to wash your hair more often than not, especially if you are prone to scalp issues. As long as you are using gentle, nourishing products, no damage will arise from this.
Feel free to cleanse every day should you feel it’s necessary, or every 1-2 days. We always recommend cleansing after a workout for removal of sweat and dirt.
+ What is the best way to use the Essentials Set?
We suggest using the detox 1-2x per week and focusing the product directly on the scalp. Massage the product in and let it sit for 20 minutes.
Follow the detox with the cleanse. Pour 1-2 pumps of the cleanse into your hand and add a dash of water to it. Rub this together in your hands and emulsify before applying it to the scalp. First apply the product near the nape of your neck and work your way up to the top, adding more product as you feel necessary. Rinse + repeat. You will notice a stronger lather during your second cleanse.
Use a very small amount of conditioner and focus it on the mid-lengths to ends of your hair. Leave it in for 3-5 minutes and rinse thoroughly.
+ My hair feels oily, am I doing something wrong?
Not to worry— this is a quick fix! Because our products are quite concentrated, you may need to add a bit of water to the cleanse before applying it to your hair. Pour 1-2 pumps of the cleanse into your hand and add a dash of water to it. Rub this together in your hands and emulsify (the more bubbles the better!) before applying.
Add more product to your hair as you feel necessary, making sure to emulsify every time before applying. We recommend 1-2 pumps of product per section of hair, and the sections being: the back (near nape of the neck), the top, and the sides. Rinse + repeat this process. You will notice a stronger lather during your second cleanse and a more weightless finish once complete :)
+ How do I prevent tangles?
It may sound counterintuitive, but try using less product. When you’re in the shower, use a comb to gently detangle while you are rinsing the conditioner from your hair. This should leave you with a smooth, tangle free finish!
+ How many uses should I expect to get from the product?
This totally depends on how thick your hair is and how often you wash it, but most of our customers find their product lasts between 8-16 weeks!
Shipping + Delivery
+ What is the shipping fee?
We offer free shipping for all domestic orders over $75 and a flat rate of $15 for orders to Alaska, Puerto Rico, and Military & Diplomatic adresses. We ship anywhere in the US except Hawaii
If you’re international or in Hawaii— you can purchase our product from our retail partners listed here
+ Where do your products ship from?
Virginia :)
+ Where do you ship to?
We ship anywhere in the US from our main website! If you’re international— you can purchase online from Urban Outfitters, Amazon, and Net-a-Porter UK, along with our other retail partners which you can find on our 'Retail Partners' page!
+ When will my order ship?
On average, orders ship out within 1-3 business days— during site-wide sales and the holiday season, please be patient with us as processing times may be a bit longer
+ When will my weekend order ship?
Your order should be packed up and ready to go during the weekend and sent out on the following Monday! (Not including Monday holidays)
+ When should I expect my order to arrive?
East Coast — 1 to 4 business days
South — 2 to 5 business days
Midwest — 2 to 5 business days
West Coast — 3 to 7 business days
Hawaii/Alaska — 5 to 10 business days
+ I put in the incorrect address, what do I do?
Message us ASAP at hello@actandacre.com or send us a DM on Instagram— we will help to resolve the issue as quickly as possible, so don’t sweat!
Returns
+ If I am not satisfied with my products, can I return?
We’re sorry to hear you’re not happy with your order! If the products aren’t working for your hair, we suggest taking a look at our blog for plenty of tips and tricks— often times you may just not be using them correctly.
Want a more personalized consultation? Feel free to message us at hello@actandacre.com :)
If you are still not satisfied, you can initiate a return within 30 days of receiving your order for a refund of the merchandise value!
**Please note that the Pillowcase, Mini Essentials, Hair Towel, Tote Bag, or items purchased during designated sale periods are not eligible for returns— we really apologize for the inconvenience!**
+ How do I initiate a return?
Simply send us a message at hello@actandacre.com explaining any issues— we’ll take it from there :)
Damaged Items
+ Product arrive damaged? Broken pump?
Don’t stress! Just send an email to hello@actandacre.com letting us know what’s up— to speed up the process we’d love if you could send a photo of the merchandise as well.
Please note that it is normal for the shipping carton to show some wear! To assure prompt resolution, please retain the shipping box, packing materials, and the damaged merchandise for inspection by the carrier if your product does arrive damaged.
Missing Packages
+ My package says it’s delivered, but I don’t see it!
No need to panic! Sometimes this happens– Please follow the procedure below:
+ Confirm your shipping address
+ Check your mailbox or around the entrances of your residence. To protect the package from weather or theft, the courier may have left it in another safe place
+ Check with others at your address or with your neighbors/doorman! This is our most often occurrence
+ Check for a notice of attempted delivery. This notice will have more information and the next steps you should take to receive your package
+ Give it a little more time. Some carriers will scan items as delivered prior to arrival. We suggest waiting 2 business days to account for this
+ Contact the carrier: use your tracking number to start a claim with the carrier
If you have done all of the following steps and still cannot seem to locate your order, simply send us a message at hello@actandacre.com— we’ll help you from here!
Subscriptions
+ How can I edit my subscription info?
Simply log into your customer account and click “Manage Subscriptions”
You can edit your credit card information, delivery address, delivery frequency and/or date, or cancel your subscription at any time.
+ How can I cancel my subscription?
You can do so by logging into your customer account and clicking “Manage Subscriptions”– if you experience any difficulties or need help, simply message us at hello@actandacre.com and we can assist you :)
Products are automatically delivered on your schedule. You can modify or cancel your subscription after two renewal cycles.
+ Can I change the products included in my subscription?
Yes! Reach out to hello@actandacre.com with what you’d like your subscription updated to include and we’ll make that happen
Location
Our brick-and-mortar store is located at 54 Eldridge Street in New York, NY 10002. Due to the current climate, we have temporarily closed our experience store until further notice, but we're open 24/7 at actandacre.com. We can be contacted at hello@actandacre.com with any questions or concerns.