frequently asked questions.
Can I cancel or modify my order?
We are unable to modify an order once it has been placed. If you have an order issue or need to cancel your order, please contact us at firstname.lastname@example.org with your order number and we will do our best to assist.
How do I track my order?
As soon as your order ships, you should receive an automated email with tracking information. If you cannot find your tracking number, please contact us at email@example.com with your order number.
How do I use my coupon or discount code?
Our promotional codes are not automatically applied to orders and must be manually entered during checkout in the “apply discount code” section. Please ensure your order is correct before placing an order and note that only one discount code can be used at a time. Unfortunately, we cannot make any modifications to an order once it has been placed.
Can I use more than one coupon or discount code at a time?
We only allow the use of one coupon or promotional code at a time.
How do I redeem my gift card?
Gift cards are not available in Canada
Do you ship outside Canada?
If you are shipping to the US or United Kingdom, please complete your purchase on malinandgoetz.com or malinandgoetz.co.uk. If you are shipping to an EU country, please complete your purchase on eu.malinandgoetz.com. At this time, we are unable to ship to all other countries but we hope to add more countries in the near future.
How can I add a gifting option to my order?
Our products do make great gifts! While we do not currently offer any gifting options on our site, we can confirm that our packaging does not contain any pricing information.
What is your return policy?
Should you wish to make a return, please be sure to send us a return request by filling out our contact form. We will not be responsible for returns that have not been agreed upon with our customer service team first. We will offer a full refund on returned items and that are received within 30 days of initial purchase. Regrettably, we are unable to offer exchanges on any items.
We cannot accept any products purchased from a MALIN+GOETZ store or third party retailers. The following items are final sale and cannot be returned: grooming tools, razors, bath brushes, hair brushes, combs and toothbrushes. All items in a gift set must be returned to obtain a refund. Orders and/or products that include a special offer, gift with purchase, coupon, promotion, discount, or special shipping offer are final sale. Please note that MALIN+GOETZ stores are not able to accept returns from online purchases.
Please click here to view our full shipping + returns policy.
How do I make a return?
To return an item, please include your order number on your return shipment. We regret to inform you that return postage must be paid by the purchaser and we recommend sending your return via a tracked/insured method, which can be tracked in the case of loss or theft. MALIN+GOETZ is not responsible for lost or stolen packages.
Please send your return via a tracked/insured tracking method to:
3537 Boulevard le Corbusier
Laval, QC H7L 4Z4
Once your return is received and inspected to be in compliance with our return policy, we will issue a refund to your original method of payment. Unfortunately, any shipping charges that were incurred with your original order are non-refundable. Please allow 3-5 business days to see these funds in your account.
Can I return or exchange an item purchased from a third party retailer?
If your item was not purchased directly from our website, we will not be able to process a return for you. Please contact the retailer directly with proof of purchase to request a refund or exchange. If you have any specific questions about the product itself, please contact us at firstname.lastname@example.org for assistance.
I am having difficulty signing into my account. How do I recover my password?
Please contact us at email@example.com and we will be happy to help you reset your password.
Are your products made in Canada?
No – in fact, they are all made in the US by local partners within 90 miles of New York City. While our natural ingredients are sourced from all over the world to ensure the quality and performance of our results-driven formulas, we manufacture locally to support our community and ensure our close involvement in the process.
Are you cruelty-free?
Yes, we are passionately committed to producing only cruelty-free products. Our founders, Matthew and Andrew, are avid advocates for the humane treatment of all animals and our products never have (and never will be) tested on animals. We are certified cruelty-free by PETA’s Beauty Without Bunnies program and their logo can be found on the back of each of our products.
Which products are safe to use while pregnant or nursing?
All of our products are formulated with gentle and effective ingredients that are safe for anyone who is expecting or nursing. If you have specific concerns, we recommend that you consult with your doctor for a personalized recommendation.
When does my product expire?
All of our products have a shelf life of 3 years while unopened. After your product is opened, we recommend using it within 12 months, as indicated by the “period after opening” symbol on the label, to ensure peak freshness and efficacy.
How do you test your products?
All of our products are formulated with sensitive skin in mind, as our founder Matthew suffers from a number of skin sensitivities, including rosacea, eczema, seborrhea and fragrance allergies. Any product that we create must first meet the standards of Matthew’s sensitive skin. During final development, our products also undergo numerous rounds of rigorous testing to ensure their safety, stability and efficacy prior to launch, including cumulative irritancy testing on human volunteers. Neither our products nor the ingredients they contain have been tested on animals.
Are all your products natural and organic?
Many of our products contain natural ingredients, sourced from the highest-quality producers. We use advanced technology to help these ingredients perform to the best of their ability and to keep our formulas consistent, stable and safe for your skin. The natural ingredients we do use consist of both traditional apothecary ingredients with well-known healing properties and more recent botanical discoveries from unique sources all around the world.
Are your products vegan?
Each of our products are identified as either vegan or vegetarian in the ingredients section of its individual product page.
Are your products gluten-free?
The majority of our products are gluten-free. In our current range, the only products that contain gluten are: ingrown hair cream, spf 30 face moisturizer, jojoba exfoliating cleanser, acne treatment daytime, moisturizing shampoo, hair pomade, dog shampoo, stem edp and all of our bar soaps.
Do you use sulfates in your products?
The vast majority of our products are sulfate-free and use gentle coconut-derived surfactants as substitute.
I had a reaction to one of your products. What should I do?
While our products are made for all skin types, including sensitive skin, everyone’s skin is different and reactions are always possible. We recommend discontinuing use right away and seeking professional medical advice if the discomfort doesn't go away. We are also happy to provide a refund for the item in question if you provide us with your order number and feedback at firstname.lastname@example.org.
Why does my product look or smell different from previous bottles I’ve purchased?
Due to our use of natural ingredients and essential oils, which can exhibit deviations from harvest to harvest, different batches of the same product can occasionally vary in color, texture and fragrance. Storage conditions, including temperature and light exposure, can also have an effect. Please note this does not impact the efficacy of your product.
Will my product remain stable in extreme heat or extreme cold?
Yes, all of our products have undergone stability testing in which they are put through extreme temperatures, both high and low, to ensure they remain stable and effective under a wide range of conditions. Some products may exhibit a temporary textural change, but this does not impact efficacy.
Do you sell products on Amazon? How do I know they aren't counterfeit?
Yes but not on amazon.ca yet. Amazon.com is one of our retail partners. To ensure you are shopping from our authorized shop, look for the “Premium Beauty” badge on the product description page. We have recently changed our packaging from a multi-color to single-color. Both are authentic and are still available on the market.
Why are many of your products packaged in plastic rather than glass?
We pride ourselves on our thoughtful packaging designs. Many of our products are packaged in plastic so that we can eliminate secondary packaging and thus minimize waste. Plastic is also more lightweight and durable than glass, which makes it safer and more convenient, especially when it comes to products used for travel, amenities or shower use.
How do I repurpose or recycle my container?
We strongly encourage our customers to always recycle or upcycle our packaging. Our jars are great to reuse as storage containers for small household items, while our glass candle vessels make beautiful drinking glasses or decorative containers. If recycling, we recommend separating components and sorting glass, aluminum, cardboard and plastic containers into your household recycling bins.
Why does the packaging of my product look different?
We recently made the creative decision to change our packaging from a multi-color to single-color. We are always looking for ways to innovate and improve our packaging, so you may notice slight differences from time to time.
What do the symbols on your product packaging mean?
The symbols that can be found on the back of our packaging are commonly used throughout the cosmetic industry to communicate important information about the product or packaging itself. The symbol featuring the number 2 and letters HDPE indicate that the packaging is made of recyclable high-density polyethylene plastic. The symbol featuring “12 M” indicates that the product should be used within 12 months of opening. The symbol featuring the bunny indicates that the product is certified cruelty-free by PETA’s Beauty Without Bunnies program.
Are you hiring?
Thank you for your interest! We are always looking for new talent to join our growing team. All inquiries can be emailed directly to email@example.com.
I am interested in becoming a wholesale partner. Who do I contact?
Please contact our wholesale team at firstname.lastname@example.org with all relevant information about your business, including photos and links to your websites, social media or other review sites.
I am a social media influencer and I'd love to collaborate. Who do I contact?
We are always looking to grow our community! Please contact email@example.com and include your social handles in your email.
Do you work with any charities?
We have made donations to many charities over the course of our brand's history, particularly those involved in animal welfare, LGBTQ+ causes, women's equality and human rights. We are always looking for more ways to support the causes we believe in. If your non-profit organization is interested in partnering, we encourage you to contact us at firstname.lastname@example.org.