Questions + Answers
Talk to Us
What’s on your mind?
If you have any questions about an order, a product, the state of your hair (we want to know!) or Act+Acre in general, we’d love to talk to you.
Contacts:
+ Customer Service
Here for you—send us any questions, product queries, wild ideas, or feedback: hello@actandacre.com
+ Wholesale Inquiry
We’d look great together. If you’re interested in a wholesale partnership,
please reach out to retail@actandacre.com
+ Press
Why yes, we’d love to talk to you: press@actandacre.com
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Oh, also - have you taken a look at our FAQs? We’re constantly updating it to reflect common questions.
Act+Acre Office Hours
Here for you! Find us Mon-Thu 10 AM-5 PM (EST) and Fri 10 AM-4 PM (EST). If you drop us a note over the weekend, we’ll respond first thing Monday
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?
We currently ship internationally to Canada. Although we don’t offer international shipping to other countires 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 neutral?— 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!
Damaged Items + Missing Packages
+ 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.
+ 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!
+ What is Route Protection?
Route is a third-party application that allows our customers to buy shipping insurance for all orders. Route ensures protection of customers shipment in case of lost, stolen, or damaged.
You are able to select Route's Shipping Insurance at check out.
If you select Route's Shipping Insurance, you will receive an email with instructions of how to file a claim if necessary. You can also proceed to file a claim here
+ My order is covered by Route Insurance
If you select Route's Shipping Insurance, you will receive an email with instructions of how to file a claim if necessary. You can also proceed to file a claim here.
+ My order is not covered by Route Insurance
We are not responsible for any damage, defect, material difference or loss of orders that are not covered by Route insurance during checkout. We are unable to offer replacements or refunds for orders that were not insured.
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 anytime.
+ 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
+ Subscription Discount
No tangles here. Discount doesn't apply to subscription items that are already 20% off, unless specified.
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.