FAQs

SHIPPING
Where does NOTO ship? 
NOTO currently ships to the 50 states and surrounding territories. You may experience longer delivery times when shipping to Hawaii, Alaska, and other remote areas. We are working on bringing NOTO all over the world. Tag us @noto_botanics to let us know where you live!
When will my order ship?
We ship all orders within 7 business days of ordering. You’ll receive a shipment notification email with your tracking number as soon as your package ships. 
I'm having problems with the tracking.
Sorry about that! In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us at store@notobotanics.com We can give you some additional assistance.
How can I edit my shipping address?
If your order is being shipped to an incorrect address, please email store@notobotanics.com as soon as possible.  
My order says delivered but I didn’t receive it! What do I do now? 
We are so sorry that happened!  If you have not yet received it, but it says delivered, customers sometimes see 1-2 day delays in deliveries from The United States Postal Service even after being marked as "delivered", due to premature scans on their part.  If you don't see your package arrive by the next day after being scanned as “delivered”, you can find information on filing a claim with USPS here.
We are here to help so if you are unsure how to get started, please reach out to us store@notobotanics.com. Once an order leaves our studio we cannot accept responsibility if a product says delivered by the postal service but you haven’t received it. We cannot assume responsibility for mail returned to sender due to wrong address or expired mail forwarding services, misplaced mail or stolen packages.  NOTO Botanics is not responsible for any additional shipping costs for returns + exchanges, and we do not assume responsibility for reimbursement or compensation of returned packages lost in transit.
PRODUCT
How can I find out more information about a product?
You can learn all about our products on their individual product pages. If you have any other questions or thoughts, let us know by emailing store@notobotanics.com
What skin types are NOTO products great for?
Our products are appropriate for all skin types! They are all vegan & cruelty-free. Please be sure to always know what ingredients you may be allergic to before using our products.  Always do a small patch skin test to see if you may have any reactions to our ingredients. Never use products in the eye area, internally, or on open wounds or irritated skin.
When will you ship overseas?
Currently, we only ship to the U.S. but are working on adding international shipping to our site as we continue to work with compliance standards for each country’s requirements. We are hoping to expand our shipping outside of the U.S. by the end of the first quarter next year, 2020. 
 Do you test on animals?
We are cruelty-free! We never test on animals and do not support or believe in testing on animals.
Where does your mica come from?
The coloured micas our supplier carries are either manufactured in the same country or come directly from various manufacturers who are specialists in their own fields. They do not purchase any products from trading companies or middle exporters and thus are aware of the exact origin of their products.
None of the global companies they work with use child labour and they all strive to meet fair employee standards in all their manufacturing facilities. Like NOTO, they have a zero tolerance policy for the exploitation of children, animals or people. 
What is the packaging of your Highlight + Color Sticks made of?
Our sticks packaging is made of polypropylene/HDPE (High-density polyethylene). HDPE creates no harmful emissions during its production or during its use by the consumer. Also, HDPE leaks no toxic chemicals into the soil or water. The HDPE used in our sticks are all BPA free and made with 35% Post-Consumer Recycled material. Our sticks are fully recyclable once cleaned out to clear any residue. We are always researching for more sustainable + biodegradable materials.
What are the properties of the Noto To Go Travel Bags?
At this point in time, there is no plant-based dye solution for industrial settings. There are some really amazing natural dye products, but they’re all for small, at home or artisanal processes which we don’t have the bandwidth for and also is not cost effective. 
That said, all of our dye houses use the minimum of chemicals, water and energy possible (per California EPA standards and our instruction), and your colors are quite light, which means only a small amount of pigment is used.
Why does my Deep Serum change color?
The color change is from the ingredient Sea Buckthorn going through the oxidizing process, which is normal and expected for the natural ingredient - but this should not pose any issues to the potency or effectiveness! Keep in mind that all products are made in small batches by hand - we do not use any artificial color additives. 
Why does the My Moisture Riser have such a distinctive smell?
Our products are made in small hand batches with all natural ingredients, never with added artificial scents, fragrances or perfumes. The Moisture Riser Cream specifically contains Blue Tansy + Rose Geranium, natural ingredients with very distinct herbal scents. It is a bit difficult to compare to another scent because they are so specific on their own and combined. You may have smelled blue tansy before, but Rose Geranium is a little harder to come by.
Rose Geranium is different from rose, they are often confused for the same thing. Rose and Rose Water have lighter floral scents that are often replicated into a fragrance that can give it a powdery scent - most of what people remember or attribute to these scent profiles are based off of formulations that aim to replicate the scents artificially. In the U.S., we have become accustomed to the artificial notes instead of the pure form of the extracted properties, often labeled as "fragrance/parfum" in anything from laundry detergent, to hand soap, to candles, to cleaning products, shampoos, and everything in between.
Rose Geranium is not rose essential oil, and does not possess the same properties as rose essential oil. It can be easy to see certain ingredients on labels and expect a certain scent (as explained above), which has sometimes been the case with our Moisture Riser Cream. Moisture Riser has an earthy scent because our ingredients are natural. 
RETURNS + EXCHANGES
What’s your return policy?
Due to the nature of our botanics, we cannot accept returns. However, we offer replacements or store credit should the product arrive damaged. If in doubt, get in touch. We strive for smiles and your satisfaction is our top priority. Please reach out to store@notobotanics.com if you are unsure if you qualify. 
What should I do if I receive the wrong product?
If you received a product different from the one that you ordered, our deepest apologies! Please reach out to us at store@notobotanics.com and we’ll be sure to get you the correct NOTO products!
When is the next product launching?
We’ll be coming out with new products very soon—sign up to our newsletter + follow us @noto_botanics to get the latest lowdown on our next product launch.
BILLING
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed.
What forms of payment do you accept?
We accept PayPal, Visa, MasterCard, American Express, Discover, and other credit cards or debit cards via our secure site. 
Unfortunately, we cannot accept checks or money orders.
What can I do if my payment is declined?
 Double check your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again. If none of these work, please contact us at store@notobotanics.com We are here to help!
ORDER QUESTIONS
How can I update my order?
Please email us at store@notobotanics.com as soon as possible if you would like to cancel or change your order. Our orders are normally picked up between 12-2pm PST so try your best to reach out before then. 
How can I check the status of my order?
You can view order status via the tracking number associated with your order, which will be updated as soon as you are charged for your shipment and again once your order ships. If you did not receive an email regarding tracking let us know at store@notobotanics.com and we can help sort it out.
Do you offer samples, freebies or discounts?
Our products are all small hand batch made, where we can keep the prices affordable for accessibility, unfortunately we do not have a surplus of product to give away for free, and we limit the nature of our donations to non-profit organizations serving the communities that NOTO supports, some of which you can check out here! But if you do have a suggestion for an organization, we would love to hear how we can help!
We strive to bring you joy with our brand
- please let us know of any concerns, joys, comments, or suggestions. Contact us at store@botanics.com anytime.
NOTO loves you.