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 fulfills these orders regularly 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 us a DM on Instagram @actandacre 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, promotions do not apply to subscription products. All discounts in printed marketing materials from 2024 and 2025 will not carry over to 2026 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?
All of our products are gluten free, except the Stem Cell Shampoo. The formula does include Hydrolyzed Wheat Protein, which is a wheat-derived ingredient. While gluten typically isn’t absorbed through the skin, we understand that many people with gluten sensitivities or celiac prefer to avoid any risk—especially with rinse-off products.
+ 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.
+ 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 Act+Acre Package Protection?
Act+Acre Package Protection ensures protection of customers shipment in case of lost, stolen, or damaged.
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
+ Are all products 30% off for my first subscription order?
No — not all products are eligible for 30% off. Products valued at $50 and above, along with all systems, receive 30% off your first subscription order and 20% off all recurring orders. All other eligible products receive 20% off both the first and recurring subscription orders.
+ Are all systems automatically included in the 30% off subscription discount?
Yes — all systems are included in the 30% off first subscription discount.
+ How can I tell which discount applies?
Each product page displays the Subscribe & Save option. Once selected, the correct first-order discount (20% or 30%) will appear automatically in your cart.
+ Can I use Afterpay for subscription?
No, Afterpay can only be used on one-time orders.
HSA/FSA Payments
+ What is Flex and what is their relationship with Act+Acre?
Act+Acre has partnered with Flex to allow you to use your Health Savings Account (HSA) or Flexible Spending Account (FSA). This means you can now use your HSA or FSA debit card to buy Act+Acre products with pre-tax dollars, resulting in net savings of 30-40%, depending on your tax bracket.
+ How do I pay with my HSA or FSA card?
To use your HSA or FSA debit card, add products to your cart as usual. At checkout, select “Flex | Pay with HSA/FSA” as your payment option, enter your HSA or FSA debit card, and complete your checkout as usual. If you don’t see “Flex | Pay with HSA/FSA,” you may be in Shop Pay. Select “checkout as guest” to view more payment options.
+ What if I don't have my HSA/FSA card available?
If you don’t have your HSA or FSA card handy, still select “Flex | Pay with HSA/FSA” as your payment method. Enter your credit card information and Flex will email you an itemized receipt to submit for reimbursement.
+ Why can't I see Flex as a payment method?
The key here is to make sure you are logged out of ShopPay. One of the easiest ways to do this is to go through checkout in an incognito window.
+ Why is my HSA/FSA card being declined?
HSA/FSA cards are debit cards, and the most common reason for declines is insufficient funds. Reach out to your HSA/FSA administrator to confirm your balance.
+ I submitted my Flex itemized receipt for reimbursement and my FSA requires more information.
Please forward us the request from your FSA, and we will work with the Flex team to issue you a new receipt.
+ Help! I didn't receive an email from Flex with my itemized receipt and/or letter of medical necessity. What should I do?
Please check your spam folder, as sometimes emails from notifications@withflex.com
may be automatically filtered as spam by some email service providers. If you still can’t find it, please email support@withflex.com
and let them know the email address associated with your order.
+ I would like to use multiple HSA/FSA cards to pay for an item. Can I do that?
No, unfortunately, this isn’t a supported feature right now. If there are insufficient funds in a single HSA or FSA account, you can instead enter a credit card on the Flex checkout page. You will receive an itemized receipt and/or Letter of Medical Necessity from Flex, which you can submit for reimbursement.
+ Is sales tax covered by HSA/FSA funds, or is it treated separately?
Sales tax for eligible items is also covered by HSA/FSA funds. If you have a split cart, the tax will be divided among the cards based on the items.
+ What is a Letter of Medical Necessity?
Some products require documentation from a licensed healthcare provider stating that the item is necessary to treat or manage a specific medical condition. If the product requires a Letter of Medical Necessity (LOMN), Flex facilitates a chat-based consultation that generates the Letter in real time.
+ Why do I need to provide Act+Acre with health information?
In order to qualify to use your HSA or FSA card for Act+Acre, the IRS requires you to have a Letter of Medical Necessity. Act+Acre has partnered with Flex to enable asynchronous telehealth visits as part of our checkout. Within 24 hours of your purchase, Flex will email you both an itemized receipt.
+ Do I need to do anything with my Letter of Medical Necessity?
You should keep it on file for at least three years in the event of an IRS audit of your HSA or FSA account. Occasionally, FSAs may ask for the Letter to confirm the eligibility of your purchase.
+ Help! I mistakenly entered my name and/or date of birth and need to get an updated letter. Who can I reach out to?
Please email support@withflex.com
and they will reach out to their telehealth team to reprocess and send your corrected Letter of Medical Necessity.
+ Help! I did not receive an itemized receipt and/or Letter of Medical Necessity from Flex. What should I do?
Please check your spam folder, as sometimes emails from notifications@withflex.com
may be automatically filtered as spam by some email service providers. If you still can’t find it, please email support@withflex.com
and let them know the email address associated with your order.
+ My HSA/FSA claim was denied. What should I do?
We strongly recommend checking with your HSA/FSA provider to see if a purchase is eligible prior to completing the purchase. However, if you believe your claim has been wrongly denied, please send over any response from your HSA/FSA provider to us so we can share it with Flex and receive guidance on the next best steps to take. Please note that employer-sponsored FSAs can determine what products are eligible beyond the IRS’s guidelines, so it’s extremely important to check prior to purchase.
+ Can I purchase a product now and apply for FSA reimbursement in the next calendar year?
The ability to apply for FSA reimbursement in a future calendar year depends on the policy of the specific FSA provider. Most FSA administrators require that the purchase be made during the time of coverage. For example, if the FSA coverage is for 2025, all purchases typically need to be made and/or submitted for reimbursement within that coverage period.
However, some administrators may have more flexible rules regarding the timing of when the expense occurred. We recommend that you review your plan policy to confirm the details.
Note: Health Savings Accounts (HSAs) are different and generally allow for reimbursement at any time, even in future years.
+ Can I use my order confirmation email for an order I already placed to apply for HSA/FSA reimbursement?
Unfortunately, for purchases made without using Flex in the checkout to receive an itemized receipt, it may be difficult to apply for reimbursement.
For Health Savings Accounts (HSAs), consumers can use an itemized receipt for reimbursement anytime after they have made the purchase, even if it is many years later.
For Flexible Spending Accounts (FSAs), most accounts require that the purchase was made in the calendar year during which the consumer had the FSA, as FSAs typically do not roll over. Some FSAs offer a buffer window, allowing customers additional time to submit receipts for expenses incurred during the previous calendar year.