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.
Act+Acre Office Hours
Here for you! Find us Monday - Friday 11 am - 5 pm EST. If you drop us a note over the weekend, we’ll respond first thing Monday
Text us: +1 (347) 625-8680
Give us a ring: +1 (347) 970-5761
Online chat: Available during office hours
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.
The Basics
+ Where can you purchase Act+Acre?
You can always purchase our products from this website, or our other retail partners which you can find on our 'Retail Partner' page.
+ What about internationally?
We currently ship internationally to Canada. You can also purchase in the UK from our actandacre.co.uk site.
+ What if I need to cancel my order?
Please contact us as soon as possible after placing your order and we will try to cancel/amend your order. Our team fulfil these orders regulalrly and therefore this may not always be possible.
+ 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 :)
+ Can I combine promotions?
Any offer may not be combined with any other coupons, discounts, offers, or promotions — unless specified.
Unless specified, promotion does not apply to subscription products
All discounts in printed marketing materials from 2021 and 2022 will not carry over to 2023 and beyond unless specified.
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.
+ 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, premature hair shedding and more, and have had great success using our products.
+ Will they help the look + feel of hair loss?
Yes! Our products are formulated to help support + protect hair follicle health to reduce the look of thinning with overall less shedding for fuller + thicker feeling hair.
+ 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, and how often should I use it?
You only need a very small amount of product. We recommend putting the scalp detox on the tip of your fingers— then disperse across the scalp and gently massage in.
We recommend using the Detox 1-2x per week for 20 minutes. You can also leave it 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.
+ 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.
Use 1-2 pumps of the cleanse into your hand and add water to it. Rub this together in your hands and emulsify (the more bubbles the better!) before applying.
Rinse + repeat this process. You will notice a stronger lather during your second cleanse and a more weightless finish once complete :)
+ My hair feels dry, am I doing something wrong?
Not to worry— this is normal! Because our products are silicone-free, you may need to add a silicone-free hydrating mask once a week like our Restorative Hair Mask.
There is an initial transition period that can take 5-8 washes. If you feel you need more hydration with your daily wash. We recommend mixing a small amount of Restorative Hair Mask with the Conditioner :)
Damaged Items + Missing Packages
+ Product arrived 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 40% or 20% off, unless specified.
+ Can I use Afterpay for subscription?
No, Afterpay can only be used on one-time orders.
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.questions or concerns.
Catch
+ How do I sign up?
Select Catch at checkout. You’ll be redirected to Catch to log in or create an account.
To create an account, you’ll need to provide your phone number, name and email and link a debit card or bank account. Catch uses Plaid and Teller to link your bank in seconds—you’ve probably done this before if you have Venmo, Robinhood, or have filed your taxes online.
If you already have a Catch account, just verify your phone number and pay.
+ Is Catch free?
Yes! You’ll only earn money, never pay money.
+ How does the sign up bonus work?
If it’s your first time using Catch, you’ll get an extra $10 in store credit towards your next purchase in addition to what Act+Acre is offering.
+ Are there any restrictions on my Catch credits?
Your Act+Acre credits can only be redeemed online at actandacre.com and must be used before they expire. To redeem, just pay with Catch again next time you’re shopping with us.
You can’t earn or redeem credits on gift card purchases or subscriptions. Other than that, no restrictions!
+ How will I redeem my credits?
Your credits will automatically be applied when you shop with us again and pay with Catch. You can also manage your credits at any time by logging into your Catch account.
If you’d like to share the love, simply select “share as gift” in your Catch account to gift your credit to a friend so they can use it towards something special at Act+Acre.