Find answers to common questions about order tracking.

Order Tracking

Find answers to common questions regarding Rush orders

Order Rush

Find answers to common questions about the status of order delivery.

Order Delivery

Rustic Strength

Find issues to common questions regarding order status

Order Status

ORDERS

Where is my order?

Find Tracking Information

Tracking not active

Rush Shipment - Not Shipped

Delivered - Not Received

Delivered to wrong address

Order being held at shipping hub

Order is stuck - more than 3 days

Damaged - reported by carrier

Address not accepted

Place my order for me

FREE shipping information

Changing a Custom Scent Subscription

How do I apply my Discount Code or Gift Card Code?

Order Issues - Unfulfilled

Damaged package

Missing item(s)

Missing gift card

How to return and product

No scoop?

Pump doesn't fit

Order Issues - Fulfilled

Order Issues

Ingredients we use

Ingredients we NEVER use

Scent Ingredients

Automatic Dishwasher Powder Ingredients

Automatic Dish Gel Ingredients

Candles Ingredients

Body Wash Ingredients

Bubble Bath Ingredients

Castile Soap Ingredients

Conditioner Ingredients

Deodorizing Pet Spray Ingredients

Linen Spray Ingredients

Dish Soap Ingredients

Epic Washing Soda Ingredient

Epsom Salt Ingredient

Fabric Softener Ingredients

Floor Cleaner Concentrate Ingredients

Hand Soap Ingredients

Laundry Detergent Ingredients

Lotion Ingredients

Oxy Boost Ingredients

Lots of Purpose Spray Cleaner Ingredients

Pet Conditioner Ingredients

Pet Shampoo Ingredients

Rinse Aid Ingredients

Room Spray Ingredients

Shampoo Ingredients

Un-Bleach Ingredient

What is ppm or Parts Per Million?

What is Phenoxyethanol and how is it used?

Ingredients

Lab Testing

Is it septic safe and greywater safe?

Are Fragrance oils toxic?

Is Oxygen Bleach safe?

Are your products cruelty free, vegan and gluten free?

Are your scents/ oils safe for animals & children?

Can I eat the Epsom Salts?

Are all of your products Mama + Baby Safe?

Will Mama & Baby Safe products burn if it gets into baby's eyes?

Are your products vegan/cruelty-free/gluten-free?

Do you have coconut-free products?

Do your products contain corn?

Why do you use Potassium Hydroxide in your Castile Soap?

Do you use preservatives?

Safety

Is your vinegar food grade?

Is your product a disinfectant?

Does Un-Bleach disinfect?

Are your products Certified?

Are your products Leaping Bunny certified or cruelty-free?

Is your Vinegar non-GMO?

Are your products Organic?

Certifications

Product Ingredients, Safety & Certifications

My favorite product/ scent/ packaging is no longer available, can I still get it?

My favorite product was Seasonal. What to do?

What is the difference between Oxy and UnBleach?

What is the difference between the different grains of vinegar?

What is the difference between boost and clean?

What is the difference between Hand and Dish?

What is the difference between Shampoo and Body Wash?

What is the difference between Body Wash and Bubble Bath?

What is the difference between Hypo and Mama Baby?

What is the difference between Wool and Alpaca Balls?

What Scents are available?

Automatic Dishwasher Powder - Differences Explained

Where is my favorite scent?

Product Change Updates

What is the difference between Essential Oil and Fragrance Oil?

Product Selection, Scents & Differences Between Products

Do your products have expiration dates?

Can I have a free sample?

Can I return a sample that I didn’t like?

I don’t like my custom scent, can I return it?

Why has my soap developed a brown tint over time?

My product is an off color or different color than usual.

My Dishwaher Powder became hard and clumped in my dishwasher.

There is a cloudy mass in my product.

Perfume Sample fill level

Where to find Samples

Why is my essential oil a different color?

What is floating in my Vinegar?

Sustainable Wool Scrub - What to expect

Product Quality, Samples & Troubleshooting

Where are your Bamboo Paper products from?

Why not grow the bamboo in America? Doesn't importing bamboo products from China give you a large carbon footprint?

Don't you HAVE to use chemicals to process pulp into paper?

Are your Bamboo Products Wrapped?

Bamboo Product Details

Do you use elemental chlorine-free (ECF) technology?

Bamboo Paper Products

Why do Nourish products cost more?

Are Aloe Vera products safe for color treated hair?

Nourish Botanicals

Why use Rustic Strength?

Why didn’t the scent stay on my clothes?

Is your Laundry Detergent HE washer safe?

Laundry Detergent Directions

Fabric Softener Directions

Does your laundry detergent remove stains?

Use on cloth diaper or reusable pads

Do you make laundry sheets?

Can I mix Essential Oils into my Powdered Laundry Detergent?

How many loads can I get from one bottle?

Combining Laundry Boosters

Laundry

Why do you use plastic?

Plastic, Glass, Eco-Jugs…why so many choices?

Why doesn’t my jug come with a pump?

How To Use an Eco-Jug?

Spout seems too small

What are the measurements of a container?

How to assemble the wide-mouth jar pump

Is there any risk of microplastics?

Does the product you sell in Glass containers ever come in contact with Plastic?

Containers

PRODUCTS

How do I find directions?

How do I find the size that I am looking for?

How do I find the scent that I am looking for?

How do you use the concentrated Floor Cleaner?

Castile soap: What is it for and how do I dilute it?

How To Use Un-Bleach Powder

Can I make a foaming Hand Soap with your Liquid Hand Soap?

Candle Care

How to use Liquid Un-Bleach

How many loads are in the Automatic Dishwasher Powder?

Do I have to use Rinse Aid with your Auto Dish Powder?

How do I add scent to an Unscented product?

Can I add Fragrance or Essential Oil to your Fabric Softener?

How to send a Gift Card

USE & HOW-TO GUIDES

Where can I find refill locations?

Can I shop at the Mansfield location?

Trouble Writing a Review

How To Find a Refillary Near You

Close the Loop™ Container Return Program

Do I have to send back my containers?

Will I receive anything for sending in my containers?

I can see that you received my box(s). How come I don't see my points yet?

Why didn't I receive points for all of my returns?

How does your Close The Loop Program reduce waste?

What other ways are you reducing waste and saving our planet?

How do I refill my container?

Close the Loop™

What are Rustic Rewards? And how do I sign up?

Having trouble signing in after creating your account?

I am already a customer, do I need a separate login for Rewards?

Is your login form or password not submitting?

I've made purchases using different email addresses and have earned points on both, can I combine accounts?

Rewards Program Terms + Conditions

I thought that I redeemed my points, but now I don't see them.

How do I know how many points I have? Where can I see my points in my account?

How do I earn points + how do points for dollars spent work?

How many points do I need to redeem for rewards or to make a purchase? And do points expire?

Why didn't I earn points on my purchase?

It's my Birthday and I didn't get my reward.

What happens to my points if I return a product or an order is cancelled?

I earned points but I don't know how to redeem them towards my purchase. How do I checkout using Points?

I redeemed points for a coupon but it didn't apply to my order.

How do I return Rustic Strength containers for points?

I forgot to sign in and just made a purchase, will I still earn points for my order?