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FAQ

Products

There are so many brands on the market these days that promise “clean” products. Are you the real deal?

We sure are! Tower 28 Beauty gets its name from a real lifeguard tower on the beach in Santa Monica (more on the story here), so clearly safety matters to us big time. All of your products are made with clean, non-toxic ingredients that won’t harm or irritate your skin. Not only that, but we keep a long list of ingredients that are not allowed anywhere near our products. Stuff like parabens, sulfates, formaldehyde, talc, and more--basically all the gross stuff. (You can check our full Never Ever List here) Don’t worry, your skin is safe with us!

So if you’re clean, does that mean you’re also vegan?

Oh yeah, baby. Always.  

And I’m guessing you don’t test on animals?

Never ever! And in fact, Tower 28 is PETA certified.

I know you’re a California brand, but where are Tower 28 products actually made?

All of our products are born and raised in the USA.

So you’re clean, you never test on animals, and you’re vegan. But what type of skin is Tower 28 suitable for?

Tower 28 is designed for all skin types, with an eye on sensitive skin. Rosacea, acne, eczema...basically, you name a skin condition associated with sensitive skin, we’re good with it! All of our products are allergy and dermatologist-tested, not to mention formulated to be non-comedogenic, non-irritating, gluten and fragrance-free. Which means we’re more than just clean, we’re perfect for every skin need under the sun.

I want my products to last as long as possible! How should I store them?

Sun safety tip! Our products are full of sunshine but (like us) they are sensitive to sun exposure. Please make sure to store in cool, dry places!


Sustainability

One of our company values is kaizen: a Japanese term meaning "change for the better" or "continuous improvement." Our 2021 initiative is sustainability and we are planning to roll out some significant changes, including product packaging, fulfillment, supply chain, and more.

Back to the Beach
On Earth Day this year (and every year), we pledge to donate 100% of our gross profits on tower28beauty.com to support ocean conservation with Heal the Bay, an environmental 501(c)3 nonprofit dedicated to cleaning and maintaining the coastal waters and watersheds in the Greater Los Angeles area (which includes Santa Monica, aka home of the real Tower 28 lifeguard tower we're named after!)

Minimalist Packaging
We avoid excess packaging for all products, by omitting mirrors, false bottoms, pans, and paper inserts. We also work with a certified carbon neutral packaging printer and use FSC-certified paper from sustainably managed forests with low-VOC plant-based inks (instead of petroleum-based inks which have a much harsher impact on the environment).

Starting summer 2021, we will transition all plastic product packaging into PCR (post-consumer-resin, aka recycled plastic!), which helps divert waste from landfills and reduce the end-user responsibility associated with recyclable or compostable materials. Going forward, product packaging for all new launches will be made from 50%+ PCR materials.

We also recently switched to shipping boxes made from 98%+ recycled paper and recyclable padded mailers to further improve the sustainability of our fulfillment practices.

We have a lofty goal of 100% carbon neutrality by the end of the year (finance warned us it was going to be very very difficult but we like challenges!)

This means auditing our entire supply chain and manufacturing process, working with carbon neutral partners, and also offsetting our emissions by purchasing carbon credits that go towards carbon offset projects around the United States. We are currently piloting a 100% carbon neutral shipping option for all orders placed on tower28beauty.com with a service called Clovely. Cloverly calculates the carbon emissions generated through our shipping process so that we can purchase corresponding carbon credits to offset our activity. Our carbon credits are used to fund verified marine efficiency projects on the west coast and east coast!

We also work out of a shared co-working space in a LEED certified building (which is basically a huge fancy plaque you get when your building is designed, and third-party vetted with energy savings, water efficiency, and CO2 emissions reduction in mind).


Shipping + Delivery

Tell it to me straight. How much is shipping?

Free99! We offer free 3-5 day shipping within the continental US for all orders $30 and over (excluding taxes). For all other orders, regular shipping is $4.95. But sometimes a few days can feel like forever, so if you just can’t wait, we also offer expedited 1-day shipping for $30. We are unable to offer expedited shipping at this time due to COVID-19. Additionally, regular shipments may experience delays due to COVID-19.

Where do you ship to?

We’re very worldly, but for now we only ship domestically to the 50 states and Canada. But it’s not forever! We’re working hard to expand to other countries and we’ll let you know when we’re there.

For orders $0 - $99.99 USD, international shipping is $15.

Orders shipping to Canada are typically processed in 1-2 business days and should arrive within 18 business days. While these estimated times reflect the vast majority of shipments, actual shipment times can be longer due to uncontrollable local customs inspection and clearance processes. Your shipping confirmation will include tracking information. Please allow 48 hours for tracking information to update once you receive a tracking number.

All international orders are subject to customs, taxes, tariffs and duty "fees" as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based off of the order value. Please note that we are unable to fulfill any request to declare your package for any value other than the total value paid at checkout. Tower 28 Beauty assumes no responsibility for duties incurred on discounted, promotional or give away items. All "fees" must be paid by the parcel recipient. By placing an order, you authorize Tower 28 Beauty to import your product on your behalf and agree to Tower 28 Beauty delegating the import of your products to a third party.

I hate to wait! When will I receive my order?

We get it. We want when we want when we want it! Orders placed before 10:00AM PST will be processed and shipped out on the same business day. Orders placed after 10:00AM PST will be processed and shipped out the following business day. Orders placed on Saturdays, Sundays, and Statutory Holidays will be shipped out the following business day.

Once your order ships, you’ll receive a shipment notification email with a tracking number so you can follow your items’ journey if you feel like it.

You can also keep tabs on the status of your order, just sign into your “Account" on our website. Keep in mind that it sometimes takes our carrier takes 1-2 business days to update the tracking for your order. So if you don’t see it right away, don’t panic, good things take time.

Like we mentioned above, standard shipping takes 3-5 days. However, due to the current COVID-19 situation, you may experience delays with your package. If you do not receive your items within 14 days of placing your order (in the USA), or within 28 days of placing your order (in Canada), please reach out to us at hey@tower28beauty.com. We’re on it! Just be sure to include your order number in the email and we’ll look into it and get back to you asap.


Returns + Exchanges

We hope you love Tower 28 as much as we do! But if you don’t, that’s okay too. If you’re not completely satisfied with your items, we provide an exchange/refund for any product ordered from tower28beauty.com within 30 days of purchase. Just contact us at hey@tower28beauty.com (don’t forget to include that order number!) with the products you'd like to exchange/return and we'll take it from there.

Once your refund is processed, a credit will automatically be applied to your credit card or original method of payment within 5-10 business days. And voila, it’s like it never happened.

*Please note that shipping costs will not be refunded.

Gift Returns

If you would like to return products that you received as gifts, we require proof of purchase.


Clean Beauty Summer School

Applications for the 2021 Cohort are now open until April 28, 2021!
APPLY HERE

Clean Beauty Summer School is a collective effort by founders and leaders in the beauty industry to support the growth of majority BIPOC-owned small clean beauty businesses. We are coming together to provide education, network mentorship and opportunity to help accelerate BIPOC entrepreneurs. Together, we are excited to help work towards making the beauty industry a more diverse and inclusive one.

This year, 10 Clean Beauty Summer School finalists will gain access to: live sessions hosted by industry experts, mentorship, peer support, and the opportunity to pitch for $50,000+ in cash grants, PR, legal, and retail sales support and guaranteed buyer meetings with Sephora, Ulta Beauty, and Credo Beauty to help accelerate their businesses.


Accessibility

We strive to ensure that our services are accessible to people with disabilities. We have invested in resources to help ensure that our website www.tower28beauty.com is made easier to use and more accessible for people with disabilities, with the strong belief that every person has the right to live with dignity, equality, comfort and independence.

We utilize the UserWay Website Accessibility Widget that is powered by a dedicated accessibility server. This software allows us to improve our compliance with the Web Content Accessibility Guidelines (WCAG 2.1).

Enabling the Accessibility Menu

The www.tower28beauty.com accessibility menu can be enabled by clicking the purple accessibility menu icon that appears on the bottom right-hand corner of the page. After triggering the accessibility menu, please wait a moment for the accessibility menu to load in its entirety.

Disclaimer

We will continue our efforts to constantly improve the accessibility of our site and services in the belief that it is our collective moral obligation to allow seamless, accessible and unhindered use also for those of us with disabilities.

In an ongoing effort to continually improve and remediate accessibility issues, we also regularly scan www.tower28beauty.com with UserWay's Accessibility Scanner to identify and fix every possible accessibility barrier on our site. Despite our efforts to make all pages and content on www.tower28beauty.com fully accessible, some content may not have yet been fully adapted to the strictest accessibility standards. This may be a result of not having found or identified the most appropriate technological solution.

Support

If you are experiencing difficulty with any content on our site or require assistance with any part of our site, please contact us at hey@tower28beauty.com and we will be happy to assist.