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 10 am - 5 pm EST. If you drop us a note over the weekend, we’ll respond first thing Monday
To give our team much-deserved time off– our customer service department will be closed on Dec 23 - Dec 26 & Dec 31 - Jan 02. We will urgently respond to all inquiries upon our return. We are wishing you all a happy holiday season. Text us: +1 (347) 625-8680
Give us a ring: +1 (347) 970-5761
Online chat: Available during office hour
Contacts: + Customer Service Here for you—send us any questions, product queries, wild ideas, or feedback: firstname.lastname@example.org
+ Wholesale Inquiry We’d look great together. If you’re interested in a wholesale partnership, please reach out to email@example.com
+ Press Why yes, we’d love to talk to you: firstname.lastname@example.org
Oh, also - have you taken a look at our FAQs? We’re constantly updating it to reflect common questions.
+ 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 email@example.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 firstname.lastname@example.org 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 discount code in printed marketing material from 2021 and 2022 will not carry over to 2023 unless specified.
+ Do they contain sulfates, silicones, or parabens?
Nope, they are 100% free of all three!
+ Are they gluten free?
+ 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?
+ 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!
+ 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.
+ What is the best way to use the Essentials Set?
We suggest using the detox 1-2 x 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. Use 1-2 pumps of the Cleanse into your hand and add 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.
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 :)
+ How do I prevent tangles?
Before you shower, we recommend gently combing or brushing your hair. When you’re in the shower, use your fingers 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!
Damaged Items + Missing Packages
+ Product arrived damaged? Broken pump?
Don’t stress! Just send an email to email@example.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 firstname.lastname@example.org— 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.
+ 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 email@example.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 firstname.lastname@example.org 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.
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 email@example.com with any questions or concerns.