Our focus at Firsthand is one thing: people. We’re building a company that values people on both sides of the transaction- through honest sourcing, sustainable process, and a heavy dose of give-a-damn. We want to help people look good, feel good, and be a part of something good. Because people are awesome, so we make awesome stuff!
The ingredients in our entire product line have been heavily vetted to ensure that not only are our products top notch but also extremely safe to use. You can read more about how we source here and the ingredients we're using here. We also choose to package our products recycled plastics and promote the closed loop nature of this process. You can read more on our sustainable process here.
We believe people matter, so we make products that matter. But that's not the end of the story. We are guided by a et of values that pushes toward becoming the most human centric company in the cosmetic and personal care good industry. Reach more on our values here.
The short answer is we changed the product names.
The longer answer is this: we wanted to give our products names that are more widely understood. We also wanted the name to give a nod to the functionality of the product itself.
The formulas did change slightly as well although not in a way that affects the usage and feel of the products you came to know and love. We added Aloe to the formula to make them more moisturizing and we changed the scent due to our switch to essential oils over fragrance oils. You can read more on that decision process on our Honest Sourcing page.
We conceptualize, design, formulate, and manufacture all of our products here in the US. With our team of chemists we obsess over every detail to make sure the ingredients are not only safe but also function to their highest level.
What we can't produce at our facility we produce by partnering with US based labs who use our formulas and procedures. We never white label or purchase formulas.
We currently sell our products through our online store and through exclusive retail stockists. Once the re-launch is underway and we have a list of which stockists will be carrying our new line we'll be sure to let you know.
We used to use synthetic fragrances but after our vendors wouldn't reveal the ingredients used to make the fragrances we decided to drop them. There's nothing inherently wrong with synthetic fragrances but companies are not mandated to reveal which ingredients they use in said fragrances outside of the water and alcohol contents. As a result, many fragrance companies use questionable ingredients in their formulas because they are not bound to disclose them. We decided, rather than potentially put people at risk we'll just use essential oils. Natural isn't always better as people can have allergic reactions to certain oils. We make sure to use levels of essential oils in our products that won't cause allergic reactions. If for any reason you are experiencing any allergic reaction symptoms after using our products please reach out to us at email@example.com.
Our domestic delivery method is either through USPS or UPS. Internationally we ship through DHL Express.
Items ordered and paid for before 12PM EST will ship that day. Items ordered and paid for after 12pm EST will ship next day. We provide two options for shipping on our site with which we utilize USPS for. The first option is free shipping with a 4-6 day delivery window. The second option is Priority Mail through USPS with a 2-3 day shipping window (and depending on where you are in the US it could be as little as 1 day.) For larger packages, we may use UPS which has a typical delivery speed of 2-3 business days. You will receive an email notification from us that contains tracking information once your order has been shipped.
We ship internationally through DHL so ship times (and pricing) is very quick and much cheaper than we've ever been able to ship internationally. If Customs charges occur please note that you, the buyer, are 100% responsible for the fees. We, the seller, are not responsible for customs charges.
We currently ship internationally with free shipping extended to those who live in the US.
So sorry! Occasionally the shipping carrier doesn't enter or register a shipment until it reaches a distribution center. Have no fear, the product is on the way, they just didn't do their job and scan it in at our facility 😝. If you are still having your doubts or some questions, or if your tracking isn't working altogether please reach out to us at firstname.lastname@example.org.
It's ok, happens ALL the time (trust us 😰). Just shoot us an email at email@example.com and we'll get you sorted. If your address is invalid we have an automated system that will detect it and email you for the proper address. If you tell us the address is indeed correct we will continue with shipment as is, but if it comes back to us you will be responsible to pay for us to re-ship it (you only get one shot at the free shipping!).
Potentially. Shoot us an email at firstname.lastname@example.org ASAP! We fulfill orders pretty quickly around here but if you catch us in time we'll get it sorted for you.
SHOOT! We hate when that happens. If you have had any problems with your order (not received, not what you were expecting, etc. ) PLEASE contact us at email@example.com so we can make it right. We truly want to please our customers and will always try our hardest to resolve any situations that come up.
Most of the time our automated emails should keep you pretty well in the loop. But we get it, you're antsy and want to check every hour to see what's going on with your products. That's fair! Head on over to your Account page where you can track along as updates are made.
You may use just one promo code per order. Don't be mad. You're already getting free shipping, a luxury product, and we need to feed our families!
Want to pay less for products you know you'll use/purchase every 1,2, or 3 months? Perfect! You can subscribe to any of our products by navigating to its product page and selecting "Subscribe" instead of "Add to Cart". Just choose which cadence you'd like for us to ship the product, checkout as usual, and voila! We will send you a reminder about the shipment within 3 days of the order going out.
*Subscription products are already discounted so additional discounts through codes or sales are not permitted.
We got you! Simply create and log into your Firsthand customer account and select "Manage Subscriptions". From there you will be able to change your order frequency, product quantity, and billing and shipping information, swap products, or cancel your subscription. Changes to orders must be made 24 hours before the next scheduled shipment date.
Returns and Exchanges
We're confident you'll love your Firsthand products but we understand that things happen and we're not right for everyone. For a full refund, please email firstname.lastname@example.org within 30 days of the ship date. Include your order number and the reason for your return request. We'll provide a prepaid return label for you to ship the product back. We'll process the refund when the product is received.
Read more about our partnership with Klarna who provides flexible payment options at checkout, so you can try an item risk free before you pay for it.
Info on Klarna can be found here.
You certainly may! Email us at email@example.com with your name, order number, and product(s) you'd like to exchange.
Merchandise sales are final.
Once your return package is received by our team, it may take up to 5-10 business days for your credit card refund to appear on your statement.
We 'll charge your card/payment type as soon as your order is accepted and processed.
We offer secure online ordering and accept Visa, MasterCard, American Express, Discover, and PayPal. We also offer flexible payment options through Klarna. We are not able to accept checks or money orders.
Have no fear! Usually it's just a matter of correcting your billing details or card information/expiration.
If that doesn't do the trick please contact your bank or credit institution as they may have declined it for other reasons unknown to us. If still nothing is working shoot us an email at firstname.lastname@example.org and we'd be happy to help!