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Frequently Asked Questions

Frequently Asked Questions


CLICK ON THE QUESTION TO DISPLAY THE ANSWER.

EO & EVERYONE

Q. What’s the difference between EO and Everyone products?

A. Everyone products are quality, natural body care made for every body and priced for every budget. They come in larger sizes and many have versatile uses, like our 3-in-1 lotions and soaps. Everyone products are perfect for everyone in the family. They are non-GMO plant-based formulas made with ingredients responsibly sourced from around the world, just like EO, but the formulations are simpler. EO is a luxurious line of products that promote mind/body/spirit wellbeing. The formulations are more complex than Everyone and our signature blends reflect 20 years of experience working with essential oils and botanical actives. The EO brand allows us to use rare and exotic fragrances and ingredients. Both brands feature 100% natural, pure essential oils (EO stands for Essential Oils) – we never have and never will use synthetic fragrances.

WHERE TO BUY OUR PRODUCTS

Q. Where can I buy your products near me?

A. You can buy them on our website, in our EO Exchange stores and in hundreds of retailers around the world. Here is the link to the Store Locator for US and Canada locations. Selection can vary by retailer and location so it’s best to call ahead to see if they have the product you’re looking for. If they don’t carry the item you want, try talking with the Body Care specialist or store manager to see if they can order it in for you. If you can't find the items you want you can always order from our website. Orders typically ship within 48 hours and you get free shipping on orders over $65!

Q. Where can I find your products in Canada?

A. Here are a few ways you can find our products in Canada:
1. Enter your zip code into our Store Locator to find a retailer near you (selection can vary so it’s a good idea to call ahead).
2. Whole Foods offers a limited bilingual selection of EO Products.
3. Purity Life is one of our distributors in Canada. It takes a little bit of sleuthing but you can click the link below to search for a store near you that orders from Purity of Life, and then call that    store to see if they carry EO: http://puritylife.com/wheretobuy.html
4. You can also order our products online from Amazon or Well.ca.

Q. Where can I buy EO Essentials?

A. We make EO Essentials exclusively for TJ Maxx, Marshalls and Grocery Outlet. EO Essentials products are uniquely formulated and vary slightly from our EO line. This line is manufactured at our EO facility using the same high-quality ingredients, just slightly different formulations and scents. We do not store EO Essentials inventory in our warehouse. To find out if an EO Essentials item is in stock, please contact the store location directly to inquire.

ORDERING, SHIPPING & RETURNS

Q. How do I place an order?

If you are a new user we suggest taking a few moments to create a free account. By creating an account you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more. You may also place an order as a Guest; however, certain functions may not be available.

Q. What is your security policy?

EO Products uses industry standard efforts to safeguard the confidentiality of your personal information. EOProducts.com uses Secure SSL (Secure Sockets Layer) to encrypt information like Credit Card details. Any contact information obtained for the purpose of this web site will be stored solely in a secure database. No one other than EO Products will have access to your information. Under no circumstances will your contact information be sold, published, or disclosed to any party or company. EO Products does not store Credit Card information on our servers.

Q. What is your shipping policy?

A. We do our best to ship all orders within 48 hours. This is our goal--but sometimes there are delays and we appreciate your patience if it takes longer. We are a family-owned, local business who creates small batches on a daily basis. Our ingredients come from all over the world. Sometimes there are delays in getting the purest and highest quality ingredients to our facility. On rare occasions the ingredients don’t pass our careful quality control standards. If your order doesn’t ship on time it’s because we are working tirelessly to ensure the highest standards of the natural and organic EO experience. Below are our shipping details to help you understand our shipping policy when placing your order:

• We offer free ground shipping on orders over $65.00!
• $5.00 flat rate for ground shipping on orders $65.00 and less.*
• Sanitizers are made from alcohol and so are currently unavailable to ship outside the continental U.S.
• We do our best to ship orders within 48 hours of receipt.
• Orders placed after noon on Friday will be processed on the next business day.
• Orders are shipped via FedEx Ground or United States Postal Service.
• Orders shipped to Alaska, Hawaii, APO/FPO and US Virgin Islands will be shipped via USPS Priority Mail.**
• 2 Day and Overnight guaranteed shipping by Fed Ex is available at an additional cost. For rates please contact Customer Service.
• We do not ship 3 BUSINESS DAY delivery in California since most orders will arrive in 1-2 business days via regular ground shipment.
• Shipping not available outside of the U.S.
* This offer applies to orders placed online through eoproducts.com. Offer applies to ground shipping in the United States only. Not valid for expedited shipping or addresses outside of the United States. EO reserves the right to stop this promotion at any time. Excludes AK, HI, US Virgin Islands, APO boxes.
** All Orders shipped to Alaska, Hawaii, APO and US Virgin Islands are subject to a $15 shipping fee.

Q. How can I track my order?

A: Once your order is shipped, tracking information is sent automatically to the same email address as the order confirmation. Sometimes the emails get marked as spam and sent to the junk folder so it’s a good idea to check there periodically. If you placed your order using your EO account you can check your order status and tracking information by logging into your account..

Q. Do you ship internationally?

At present we are currently unable to ship outside the United States. However, our products are distributed internationally in select countries. If you are interested in finding our products outside of the Unites States please contact our Customer Service department by calling 800-570-3775 or email us at customerservice@eoproducts.com. We’ll be happy to find out if there’s a retailer near you. You may also try one of our online retailers such as Amazon.com or the Canadian-based Well.ca to see if they are able to ship internationally. Alternatively, perhaps a friend here in the States would be willing to have it shipped to them and they could forward to you via Post.

Q. How do I return an item?

A. Please contact Customer Service to obtain a Return Authorization number by calling 800-570-3775 or email us at inf@eoproducts.com. When returning products, please use a method that offers tracking services to ensure its arrival. We ask that you notify us of any issues within 14 days of the arrival of your order.

Q. I received something I didn’t order. What do I do next?

A. If an item was shipped in error by EO Products, we apologize for the inconvenience and will arrange to have the unopened products picked up at our cost. Please notify Customer Service by calling 800- 570-3775 or email us at inf@eoproducts.com within 14 days of the arrival of your order.

Q. What should I do if my order arrived damaged?

A. It is important to us that you are completely satisfied with our products. If you have any questions concerning your order, or are dissatisfied for any reason with either the product or its condition upon arrival, please contact Customer Service immediately at 800-570-3775 or inf@eoproducts.com. We are happy to reship any items that were damaged in transit at no extra cost.

Q. When will I receive my refund?

A. Refunds are processed back to the same method of payment used when the original order was placed. The transaction will be issued once the returned goods are received at our warehouse.

PAYMENT INFO, PROMO CODES & SAMPLES

Q. What does PayWithMyBank do?

A. PayWithMyBank lets you pay online, using the online banking login you know by heart—no account to create, no card or bank numbers needed. PayWithMyBank is available to anyone with a US bank account. In real time, PayWithMyBank safely verifies your account and balance in order to initiate a bank-to-bank payment. Your login information is never saved or stored.

Q. How do I use PayWithMyBank?

A. Using PayWithMyBank is easy. Simply:
1. Select your bank and sign in
2. Choose your account–checking or savings
3. Confirm your payment. That’s it.
4. No card or check numbers to transcribe, no new account to create.

Q. Do I need to create a PayWithMyBank account before I can start using it?

A. No, there is no PayWithMyBank account to create. All you need is your online banking ID and password that you know by heart, because payment is made securely from your bank account. In other words, your bank account is your payment account.

Q. What if I have changed my online banking password?

A. No problem. Since your password is never stored or shared, there are no account details to update. Just enter your new password next time you use PayWithMyBank.

Q. How secure is PayWithMyBank?

A. PayWithMyBank leverages your bank’s security infrastructure. In fact, when you use PayWithMyBank, it’s your bank that verifies your identity.

Q. Why do I need to type in my online banking ID and password?

A. Your online banking ID and password allows your bank to verify your identity and connect you to your bank account from the merchant’s site or app. PayWithMyBank does not store or share your online banking login information.

Q. Do Does PayWithMyBank store or share my online banking password?

A. No, PayWithMyBank does not store or share your password. Every time you use PayWithMyBank, you will be required to enter your online banking password.

Q. What Does the merchant ever have access to my online banking login information?

A. No. PayWithMyBank does not store or share your login ID or password. Your login information is never sent to merchants, and, therefore, is protected against the security breaches at retailers that we keep hearing about in the news.

Q. When I use the “remember my bank” functionality, what does PayWithMyBank store about me?

A. Like with many online banking websites, you can enable “remember my bank” to permit a cookie on your computer to remember your online banking ID, but you will always need to enter your online banking password, which is never stored.

Q. Does PayWithMyBank give me the same payment protection as a payment card or check?

A. PayWithMyBank leverages one of the most regulated and established methods of payment under the Electronic Fund Transfer Act’s Regulation E, the same regulation that protects you when you write a check. PayWithMyBank complies fully with all National Automated Clearing House Association (Electronic Payments Association) rules and policies that protect consumers against unauthorized transactions from their bank accounts.

Q. My promo code doesn’t work.

A. Make sure you are signed in to your account. If you ordered as a guest last time our system won’t recognize you or the code. Try creating an account, or logging in if you already have one, and enter the code again. If you still have any trouble please contact customerservice@eoproducts.com.

Q. Do you have any free samples you can send me?

A. We only keep a limited amount of samples on hand and we use them for trade shows and demos. Many of our retailers feature tester bottles and if you’re near our EO Exchange stores we love sharing our scents.

Q. Do you have any coupons you can send me?

A. Unfortunately, we don’t have any coupons but the best way to find out about any deals or specials we have going on is by signing up for our mailing list. Just follow this link and sign up: http://www.eoproducts.com/press_room/newsletters.aspx

Q. I’m trying to pay for my order using my PayPal account and I’m getting the error message that my address isn’t confirmed. What do I do?

A. Here is a link to their help page related to confirming addresses: https://www.paypal.com/us/webapps/helpcenter/helphub/article/?solutionId=10607&topicID=11500020&m=SRE. Hopefully this will help you move forward with placing your order. If not, please call us and we can take your order over the phone.

INGREDIENTS

Q. Are your products gluten free?

A. Yes, all EO and Everyone products are certified gluten free.

Q. Are your products vegan?

A. Almost all of our products are vegan. The ones that are not vegan are easy to identify by the ingredient listed in the name of the product (for example, Oatmeal and Honey shampoo). Below is a list of our products that are NOT vegan:
• EO Chamomile and Honey Shampoo and Conditioner
• EO Sulfate Free Keratin Shampoo
• EO Organic Peppermint Beeswax lip balm
• EO Oatmeal and Honey bar soap
All other EO and Everyone products are completely vegan and none of our products are ever tested on animals. All testing, research, development and manufacturing is done in a humans-only lab at our facility in Marin County, CA. EO Products, creator of EO and Everyone brands, is a certified green business, a certified B-Corporation, and the first certified non-GMO body care company. EO and Everyone products are also certified gluten free. Additionally, they are completely biodegradable and pH balanced. We have been manufacturing premium luxury body care products for 20 years using only the finest natural ingredients. While not all of our products are certified organic, we do opt for organic and wild-crafted ingredients whenever possible, and we are a certified organic manufacturer.

Q. Are your kid’s soaps and shampoos tear free?

A. EO Products takes great pride in creating products that are good for both people and the planet. Everyone Kids Soaps are formulated with natural, mild soaps that are safe for children with skin allergies and sensitive skin. We specifically have not made these products ‘tear free’ since the ingredients commonly used to make products tear free are actually harmful to the eyes. Commonly used ingredients to make products tear free include anesthetizing agents like synthetic alkyl polyethoxylates and/or alkyl phenol polyethoxylates. These alkyl ingredients temporarily numb the eye so that the sting of the shampoo is not felt. These ingredients are commonly used in pesticide products to anesthetize insects and they can penetrate the skin and cause organ toxicity in people. Our soaps are natural and harmless, but we always recommend keeping any soap out of the eyes. If any soap does get into the eyes, simply wash it out with lukewarm water.

Q. I’m concerned about some of the ingredients you use in your products. How do I know they are safe?

A. We value our conscious customers and we welcome the opportunity to tell you what our company is doing right in a world that has gone so bad. EO Products, creator of EO and Everyone brands, is a Certified B-Corporation. That means we voluntarily agree to 3rd party oversight to ensure we meet higher standards of transparency, accountability and performance. At EO we recognize the interdependence of all living things and we take great pride in creating products that are good for both people and the planet. That philosophy is at the core of every aspect of our business, from developing our formulas to sourcing ingredients to manufacturing and operations. For the past 20 years we have been creating body care products using the cleanest ingredients available that are also safe and effective. We manufacture our own products so we can ensure our ingredients and sub-ingredients are sourced from like-minded responsible suppliers who also follow sustainable practices. While it’s sometimes necessary to include ingredients to keep a product safe from spoilage or contamination, our scientists draw on years of research and testing to find ingredients that will leave the least negative impact on the environment and consumers. We continue to learn by following new research, and because we control manufacturing, are able to respond quickly by changing our formulas if necessary.

Q. Why do you use phyoxyethanol in your products?

A. Many customers are concerned about phenoxyethanol because there’s quite a bit of online controversy about its safety. You’ll find it being mentioned as everything from a developmental and reproductive toxicant to being linked to cancer. Fundamentally, it’s poorly interpreted science. Effective preservatives are vital for ensuring safety. Most personal care products are made with a lot of water and a variety of nutrients, which makes an incredibly hospitable breeding ground for microorganisms. Consider all of the natural oils and botanicals in EO and Everyone products! Why we use it: We use phenoxyethanol in a very low concentration as a preservative in our products because the most accessible alternatives for these types of formulas include parabens and formaldehyde-releasing preservatives. Both are classes of chemicals with demonstrable evidence of potential health risks, whereas phenoxyethanol is very safe at low levels. It’s been tested on the skin and eyes and it is non-irritating and non-sensitizing at levels of 2.2% or lower while being effective at only 1% concentrations. The European Union and Japan both approve its use up to that 1% level and our formulas fall well below the recommendation at 0.5% or less (depending on the specific product). Most of the studies that have found significant negative health impacts are based on full-strength or high-dose exposures. In real life usage, exposures are quite small. That’s why it’s approved at levels up to 1%. It’s all about the final formulation. Even better, phenoxyethanol doesn’t react with other ingredients, air, or light. This kind of stability makes it an especially effective preservative. What’s more, it’s included in the Handbook of Green Chemicals and is also Whole Foods Premium Body Care approved. Their standards, developed by a team of scientists over the course of years, are some of the strictest available.

Q. How do you source the Palm Oil used in your products?

A. We understand Palm Oil is a hot topic on a lot of minds and we appreciate your concern for the environment and animals. Our Palm Oil comes from Brazil where there are no orangutans or other large primates. At EO Products, we recognize the interdependence of all living things and we take great pride in creating products that are good for both people and the planet. That philosophy is at the core of every aspect of our business, from sourcing and manufacturing, to our packaging and operations. We make environmental stewardship a priority over profits so that you can feel good about using our products, knowing they were made with honesty and integrity. We don’t think sentient beings should suffer for our beauty so we source our Palm Oil from responsible producers that follow sustainable practices. If you would like to learn more about what the industry is doing to help the sustainable palm oil movement, click here: http://www.rspo.org/

Q. Why is benzyl alcohol listed as an ingredient in your Everyone Face Wipes when the package says Alcohol Free?

A. We use Benzyl alcohol as a preservative at very low levels (less than 0.5%). Although this compound has a molecular group similar to alcohols (hence the name) it does not have physical and chemical properties of conventional alcohols, such as methanol and ethanol, and will not irritate the skin. Benzyl Alcohol is, in fact, found naturally in many foods such as apricots, snap beans, cocoa, cranberries, mushrooms and honey. Benzyl Alcohol is also found in the essential oil of many plants, including jasmine, hyacinth and ylang-ylang.

Q. Why do you use dimethicone in your products?

A. We use dimethicone in some of our products because it acts as a skin protectant and conditioning agent. We understand that there is concern with this ingredient. We take this very seriously, as we do with all our ingredients. And yet, we use it because we know that it is safe. Dimethicone is a silicone based polymer. Silicon is ubiquitous in the earth and silicon dioxide is common sand. Silicon, like carbon, can form polymers. Dimethicone in its simplest form (which we use) is a fluid mixture of siloxane polymers. It is clear, inert, non-toxic and non-flammable. Dimethicone has been assessed by the Cosmetic Ingredient Review (CIR) Expert Panel, and the panel concluded that these ingredients were safe for use in cosmetics. The CIR Expert Panel considered it unlikely that any silicone polymers would be significantly absorbed into the skin due to the large molecular weight of these polymers – unlike smaller molecules like Parabens, propylene glycol, which we NEVER use. Additionally, the FDA reviewed the safety of dimethicone and approved its use as a skin protectant active ingredient in over-the-counter drug products and as a food ingredient. Silicones or “cones” come in a large variety of chemical forms based on adding chemical substitutions to the base molecule. In our opinion, these derivatives may not be as healthy a choice as the simple molecule and we do not use them.

Q. Do your products contain Peanuts or tree nuts?

A. None of our products contain peanut or peanut oil but some of our products DO contain tree nut oils.
The following tree nut oils are used in some of our products:
• Coconut Oil
• Sweet almond oil
• Macadamia nut oil
• Babassu Oil


Products that contain these tree nut oils are:

• EO Organic Bath Salts, Time Out
• EO Smooth Serum
• EO Hair Detangler
• EO Body Oil French Lavender
• EO Hair Repair
• EO Pre Shampoo Therapy
• All EO and Everyone Conditioners
• All Everyone Lotions
• Everyone Face Moisturizer
• Everyone Nourish Body Oil
• Everyone Good Love Body Oil
• EO Organic Body Serum 01 Revitalizing
• EO Ageless Coconut Cleansing Milk
• EO Ageless Moroccan Lava Clay Exfoliating Scrub
• EO Ageless Transformative Night Serum

Q. What oils do you use in the Amma’s Rose perfume?

A. This is our owner, Susan’s, favorite scent and is a special product that we bottle in partnership with Amma. The oil is a special blend of Rose and Sandalwood that comes directly from India where Amma herself blessed it to use. While the actual ingredients are proprietary, our relationship with Amma is built on our mutual values of sustainability and environmental stewardship. Keeping that sentiment at the forefront, Amma would want to use the most natural oils possible for her scent, free of phthalates and full of love. To learn more, please visit http://www.theammashop.org/complete-body/bath-body/arsf.html

QUALITY ASSURANCE

Q. I’m experiencing a reaction to one of your products, aren’t they supposed to be natural?

A. Natural, non-GMO and organic do not equate to allergen free. Natural products are made from plant and animal sources. People can be allergic to plants and animals. It is not unusual for people to have a reaction to plant extracts any more than it is for people to have seasonal allergies, or a food allergy. If you are experiencing a reaction, discontinue use immediately and see your health care provider if symptoms persist.

Q. I never used to have a reaction to this product but I seem to be experiencing one now after years of use.

A. Prolonged exposure to small amounts of an allergen can create an allergic reaction. If you are mildly allergic to a plant, flower or tree you may never notice a reaction unless you expose yourself to that ingredient regularly. If you are experiencing a reaction, discontinue use immediately and see your healthcare provider if symptoms persist.

Q. The pump on my soap/lotion doesn’t work.

A. The pumps have a locking mechanism that sometimes gets jarred during shipping. Try to loosen and remove the top where it screws onto the neck, turn the pump a few times in each direction, then re-tighten the top onto the neck of the bottle. Then turn the pump in the open direction. It might not pop up, but should pump when you press down. If you continue to have trouble please contact customerservice@eoproducts.com and we can send you a replacement pump.

Q. Are your products safe for septic, gray water and water reclamation systems?

A. All EO and Everyone products are biodegradable. They are made with gentle plant-based ingredients and are pH balanced, safe for grey water systems and septic systems and are a great choice for use on the lake, river, boat and for outdoor bathing.

Q. How can I tell the expiration date on your products?

A. Our products have a shelf life of 3 years unopened and 1 year after they have been opened and used. We use a dating system called Julian dates. The expiration date for all of our products is coded with a set of 9 or 10 numbers printed in yellow or red ink on the outside of the bottle (not on the label) near the bottom of the bottle. They can sometimes be hard to see so you may have to turn the bottle to get the correct light. For example: 26939 29812 These numbers break down to tell you the date the product was made, and from there you can calculate the expiration date. The first set of numbers refer to the lot number, you can disregard them. The next 5 numbers are called a Julian date. Those 5 numbers are broken down to the day in the year (out of 365) that the product was made on, and the last two being the year. For example: 26939 29812 (26939 is the lot number. 29812 is the 298th day of 2012) If you have any further questions or concerns, don’t hesitate to contact us.

DIRECT PURCHASING & B2B

Q. I'm interesed in becoming a reseller? How do I set up a wholesale account?

A. Thank you for your interest in becoming a reseller of Everyone and EO products. Please click the link below and fill out our Direct Account Application intake form. Once approved, someone from our Sales Department will contact you and send you the Wholesale pricing - Direct Purchase Program

Q. Do you have amenity products or a business to business program?

A. Yes! We offer our natural soap, lotion and sanitizing products at special prices for green businesses, schools, offices, hotels, fitness centers and more. Our B2B channels include The Natural Products Industry, Spas, Fitness, and Janitorial. To learn more about our B2B program, please contact us by calling 800-570-3775.