FAQ

Do you offer samples of your products?

You can purchase a Deluxe Sample Pak to try out our products.

Shipping

• How do you ship?
  We use the U.S. Post Office Priority Mail and UPS Ground to ship our products. We offer FREE SHIPPING ON ORDERS OF $99 OR OVER. Please allow 2-5 business days for delivery. We do not offer express shipping.
• Why is the Jao Refresher Pouch only shipping via UPS Ground and no available to Alaska, Hawaii or Puerto Rico?
  Our Jao Refresher contains alcohol and the volume in the pouch is not permissible by law to send via air. It's not us, we would be happy to, otherwise.
• Do you ship internationally?
  We ship all products on our website within the USA and Canada. If you would like to order Jao Brand Products (not products from Clothing & Accessories):
• For orders in the EU, please go to  www.JaoBrand.nl 
• For orders in Korea, please go to www.JaoBrand.co.kr
• For orders in Australia and New Zealand, please go to www.saison.com.au
• My package says "delivered" but I didn't receive it.
  Carriers occasionally mark packages as "delivered" if they have left them with a neighbor or they are being held at the post office. Please contact your carrier if more than 24 hours have passed since the time they say it delivered. Jao Brand ships orders as customers input address information and is therefore not responsible for lost or stolen packages. We recommend shipping to a secure address. orders@jaobrand.com can help join with you looking into tracking if you are having any trouble.

Returns

• Do you accept returns?
  We accept returns with proof of purchase within 20 days of purchase date. All products must have been purchased on JaoBrand.com and in their original sealed condition for full refund. You will have to pay to ship back to us and we do not refund shipping fees. Please contact wendy@jaobrand.com to process your return. 
• Do you accept returns at Jao Social Club in Brooklyn?
  Returns at JSC are Store Credit Only. You have 14 days to return or exchange any unused item. All sales are final on reduced merchandise. No returns on items used for photo shoots. Due to health reasons we will not accept returns on earrings or undergarments. 
• My product is defective/damaged, will you replace it?
  We will replace items with proof of purchase if they are defective or damaged. Please check the rest of this page as well as the FAQ section on the individual product page before contacting us. If you have a problem with your purchase, please send an email to wendy@jaobrand.com
• I didn't like the product, can I send it back?
  If you have used the product and are unhappy for any reason, you may ship it back to us for store credit within 20 days with proof of purchase. (This does not apply to our Face Crème Day). 
• Why can't I return Face Crème Tinted Mineral Sunscreen?
  We know that it can be difficult to choose the correct product or shade when ordering beauty products online. Therefore, we strongly encourage you to order a sample before you purchase a full size of any Face Crème Day product. We will not accept returns on wrong color match.

Gift Cards

Discounts

• My coupon code isn't working. 
• Please double check that you have entered the code correctly.
• Confirm that it has not expired.
• If you tried to use a coupon code in addition to one of our sales and it did not work, then the sale price is the max discount we are willing to offer on that item.
• If you are still having trouble, please email wendy@jaoltd.com a description of your issue, the code you are trying to use and a screenshot of the error you are receiving.
• I forgot to use my coupon code.
  Please contact wendy@jaoltd.com and we will apply it to your order.
• I made a purchase right before a sale was announced.
  We are happy to honor sale discounts on purchases made within 24 hours of the sale as long as the discount would have applied to your purchase. If you email wendy@jaoltd.com she’ll get everything sorted for you!

Are your products safe for sensitive skin?

If you are sensitive to beauty products, we suggest ordering a sample pack to patch test the products on your skin. We have learned from our customers that even those with the most sensitive skin or are prone to allergic reactions have had no problems when using our products.

Are your products organic?

Our products are specially formulated with the very best ingredients. Whether or not to go organic was a difficult decision for a small business such as ours. Upon research, it seems the FDA does not define or regulate the term “organic,” as it applies to cosmetics, body care, or personal care products. Anyone can claim a product is “organic” if it has 95% of ingredients that are organically approved. But, what is in that extra 5%? The term “certified organic” does not mean chemical free.

In addition, the "certified organic" label would mean huge price increases. We believe our products are organic enough in that we are using all these amazing natural oils and butters. We are sourcing from great companies and know we provide a quality product that you will enjoy.

Do you test on animals?

Jao Brand products are not tested on animals, only us lucky humans. Our multipurpose products are specially formulated without dyes, petroleum or artificial fragrances. 

Are your products gluten free?

There is nothing containing gluten in anything Jao, except 2% of the Face Crème Night, which has Hydrolized Oat Protein.

Are your soy products GMO?

Many of our products use soy lecithin and we try to source all of our materials from the US. According to Chris Kesser, Health for the 21st Century, "Most of the soy grown in the US is genetically modified, so unless the label says ‘organic soy lecithin,’ it probably came from a genetically modified soybean. You know I’m not a fan of GMOs, due to the presence of potentially transferable DNA and potentially immunogenic proteins. However, as I discussed in the section on allergies, soy lecithin contains very little soy protein, and lecithin from some sources contains no detectable protein at all. Soy lecithin also contains very little DNA, and the DNA present is usually degraded to the extent that it’s impossible to tell whether the soy is genetically modified or not. Thus, most of the risks associated with consumption of GMOs aren’t relevant for soy lecithin, and shouldn’t be cause for concern."  

Where are your products made?

All of our products are created in our lab in Hatfield, Pennsylvania. Our products are also manufactured in the great state of Pennsylvania. Our tubes, boxes and all of our marketing materials are manufactured and printed at small businesses up and down the East Coast. We feel very strongly about supporting small businesses. Made in the USA.

Why does my new product smell different than before?

Because we only use essential oils and not synthetic fragrance, you might notice a slight fragrance variation from batch to batch. This is because the essential oils are made from plants and each growing season there are changes due to weather, moisture and sun.

Can I purchase wholesale?

If you would like to set up a wholesale account, please stop by www.jaowholesale.com and fill out an application.