# Frequently Asked Questions Find answers to common Earthley questions about products, ingredients, shipping, subscriptions, rewards, returns, and customer support. Have a question about Earthley? Our Frequently Asked Questions page is designed to help you quickly find answers about products, ingredients, orders, shipping, subscriptions, rewards, and more. Whether you're new to Earthley or a longtime customer, this resource provides clear, easy-to-find information to help you make informed decisions about your wellness and natural living journey. At Earthley, we believe transparency matters. That's why our FAQ page covers common questions about ingredient sourcing, product usage, clean ingredient standards, manufacturing practices, shipping policies, returns, and account management. You'll also find helpful links to educational resources, ingredient profiles, wellness guides, and customer support information. Looking for details about a specific product or ingredient? Need help managing a subscription or tracking an order? Our FAQ page is designed to save you time by providing answers to many of the questions our customers ask most often. If you can't find what you're looking for, our customer support team is always happy to help. Explore our Frequently Asked Questions page to learn more about Earthley's commitment to clean ingredients, transparency, family wellness, and natural living. ## General FAQs ## Frequently Asked Questions ### Q: What is Earthley? A: Earthley Wellness is an herbal remedies company that creates unique herbal tincture supplements, infused oils, teas, body & skin care, nourishing soaps, and natural home cleaning products. Our products are crafted by our** **[**Lead Herbalist and Founder, Kate Tietje**.](https://www.earthley.com/about-us) Kate has studied and used herbal remedies for over fifteen years. She started down this path when she was a new mother trying to help her daughter with a diaper rash that would not clear up, no matter what doctor's suggestion she followed. This led Kate to create what we now call [**All Purpose Salve**](https://www.earthley.com/product/all-purpose-salve-stick/) (or [**Baby Balm**](https://www.earthley.com/products/baby-balm-herbal-salve) for when you want to keep a stick of it separate for your little one's needs). Now, she and her team have created over 140 unique herbal products! Joined by her husband Ben and their now six children, as well as over 50 employees in [**Columbus, Ohio**](https://www.earthley.com/stores), they have a truly unique and special thriving business. Earthley has received multiple awards and is a [**cGMP-certified facility**](https://www.earthley.com/earthley-certifications-standards). We work hard to ensure our products are safe and natural, and that Earthley remains an independent, family-owned business with no debt, so that our products remain natural! We are committed to renewable energy, carbon offsetting, recycling, and transparency. **Our **[**Revive & Restore Promise**](https://www.earthley.com/earthley-revive-restore-promise)** to you includes:** - No artificial ingredients - Sustainably manufactured products - Family-owned values - Third-party certifications - 30-day money-back guarantee - Thoughtfully sourced herbs, oils, and other ingredients that are organic whenever possible - 100% of herbs and most oils/butters are too! Earthley's focus has always been sharing education and DIYs just as much as our crafted remedies. Kate started sharing what she learned with her blog** **[**Modern Alternative Mama,**](http://www.modernalternativemama.com/) and now we have many shared here on our [**Earthley blog**](https://earthley.com/blog) as well. You can also download our many [**natural health and lifestyle guides**](https://www.earthley.com/category/health-guides) and sign up for our [**newsletter**](https://www.earthley.com/newsletter)! In December 2024, Earthley opened their [**first retail location at 6903 East Broad St in Columbus, Ohio**](https://www.earthley.com/stores). Stop by to shop or sign up for a DIY class, the Earthley Explorer Club for you and your kiddos, or schedule a private group event! All ages and everyone is welcome! If you ever have any questions or concerns about our brand standards or anything else, please reach out to our [**customer service team**](https://www.earthley.com/contact-us) on our live chat or at customercare@earthley.com (it will be a real human that is part of the Earthley Wellness team that answers your question). ### Q: What type of business is Earthley? A: Earthley is a business to consumer (B2C) company. We manufacturer our products ourselves, and market directly to consumers, through our website, retail store, wholesalers (e.g. Doctors, Chiropractors, Massage Therapists, Retail Stores, etc…), or through our Earthologist (aka affiliates) program (e.g. bloggers/websites, social media influencers, etc…) **Is Earthley a Direct Sales Business or a Multi-Level Marketing (MLM) Business?** No. Earthley primarily operates as a direct-to-consumer (DTC) ecommerce business, meaning customers purchase directly from Earthley through its website rather than through only independent distributors or consultants. Earthley does have: - An [**affiliate program**](https://www.earthley.com/affiliate-and-wholesale-programs) - [**Wholesale partnerships**](https://www.earthley.com/affiliate-and-wholesale-programs) These are different from a traditional direct sales or MLM structure because affiliates earn commissions on referrals rather than acting as independent sales representatives who recruit teams. There are no downlines, no membership fees, no requirement to have inventory, etc - so no reason to raise prices higher than they need to be. ### Q: When do products expire? What are the shelf life of your items? We have our Lot Number on all products, which can be found as a 7-digit number either printed on the label or a sticker placed on the container. This will tell the day the product was finished. ### [**How to Tell If Your Earthley Product Is Within Its Best-By Date**](https://earthley.com/product-shelf-life) ###### ***An example would be the lot number #2124005.*** 🟩 The **first two numbers** will indicate the year it was made. So for the above lot, the first two numbers are 21 and so it was made in the year 2021. 🟩 The **next three numbers** will indicate the day of the year it was made using the Julian Calendar. So the "240" day of the year would end up being the 12th of August. 🟩 The **last two numbers **will show the batch number made that day. So "05" would be the 5th batch made that day. 🟩 **This would mean that the product was finished on August 12, 2021 and was the 5th product made that day** ###### **Shelf Life For Products:** Because our products are 100% natural with no artificial preservatives, they do expire. The expiration dates are very loose estimates and products usually last much longer. You can extend the shelf life by keeping your products in the refrigerator, although it is not required. Products are safe to use past the expiration date, as long as they do not smell rancid (oil-based) or have visible mold (this is very rare unless contamination has occurred -- usually from mouth contact on the dropper). - 2 years for all tinctures - 1 year for powders - 1 year for oils (Gut Health Oil, Earache Ease, Cod Liver Oil, etc) - 1 year for topical products - 3 years for soaps - 2 years for essential oils ### Q: Where do you get your product formulas? A: Our owner, Kate, has extensively studied herbs and natural remedies for over 15 years, is a professional herbalist, and formulates our products based on her knowledge. It’s not unusual for our formulas to go through 3 – 4 (or more!) versions, plus a testing process, before we are ready to release them. ### Q: How and where are your products tested? Do you use Safety Seals? A: ### **Testing** When we are formulating new recipes, we test first on ourselves. This includes ourselves, our workers, our families, and even volunteer affiliates at times. We start with such safe ingredients that we feel completely comfortable jumping straight to human testing. We then perform third-party lab tests on many of our products to verify nutritional information, test for heavy metals, and test for bacterial/mold contamination. We also do some in-house quality testing so that every single batch is checked. We also keep COAs from our suppliers, guaranteeing the content and safety of our raw materials, and we do perform organoleptic testing on every batch of our finished products to ensure they meet our quality standards. ### **Safety Seals** At Earthley, every product is manufactured, packaged, and shipped from our own production facility in **Columbus, Ohio**.** We do not use third-party manufacturers,** which allows us to maintain full control over every step of the process - from creation to packing. Each order is carefully **packaged in a sealed shipping box** and sent to you. As long as your package arrives unopened, you can be confident that your products have not been tampered with during transit. As we have grown and expanded our manufacturing capabilities, we have also implemented additional product safety features. Most of our tinctures will now include a heat-wrap seal around the dropper cap. Our lotions include an inner protective liner beneath the lid. As new equipment is added to our production lines, we will continue to automate and expand these safety measures wherever possible. Thank you for your patience and support as we make these improvements. We are always looking for ways to enhance both product quality and customer confidence while maintaining the high standards you expect from Earthley. ### Q: Why have some of your products increased in price? A: At Earthley, we believe you deserve honesty, care, and transparency -- especially when it comes to changes that affect your family. Today, we want to share an important update with you, from our hearts. As of **February 6 2026**, we have made **about a 10% price increase** across most Earthley products. Why? The cost of everything has gone up in recent years. Raw materials, containers (we’ve been transitioning plastic to glass), shipping, and taking care of our team. In order to maintain our high standards (because we won’t compromise), we needed to raise our prices. We waited as long as we could – but we know that balance is important. It’s our first widespread price increase since 2018, something most businesses can’t say! **What this means for you: ** The price on many of your favorite products has increased. Despite this recent increase, adjusted for inflation our prices are still **15% cheaper then they were in 2018**. We remain committed to keeping natural health clean and affordable for all. However…if you still want to get an even better price on your favorite items, you can do our ‘Scribe & Thrive program to save 10% on subscriptions every month! ([**Explore Scribe & Thrive more here**](https://earthley.com/learn-about-scribe-and-thrive)). We appreciate your support and understanding. ### Q: Do you make your own products? A: Yes! If it’s branded as Earthley, it’s something that we make in our dedicated manufacturing facility based in Columbus, Ohio. We don’t outsource our work at all. We do purchase some accessories such as tea strainers and cloth pads that complement our products well. We research and aim for thoughtfully made products for these as well. ### Q: Can all of the tinctures be taken together or should they be taken separately? A: All of our tinctures other than Digest Support can be combined and taken together if needed. Digest Support should be taken by itself for best use (with as little water as possible) 20 minutes before a meal. ### Q: Do you offer _____? (new idea, product request, etc) A: Maybe! We launch new products regularly, based on our customer's needs and demands. If there’s something specific you’d like to see, contact [customercare@earthley.com](mailto:customercare@earthley.com) and let us know. If there’s enough demand, we might just make it! ### Q: What are your accepted payment methods? A: **We currently accept payments from:** - Visa - Mastercard - American Express - Discover - JCB - UnionPay - We do accept HSA/FSA - If you have an HSA or FSA plan, you need to contact them to verify if our products fall under what your HSA/FSA would cover. If it is declined, it could be that something in the order is not covered. **Notes**: - We only accept payments that are US-based at this time. - Your payment provider (for example, American Express) may require you to validate that you are the one making the purchase with their "Safekey" or a one-time code via text or email. If it requires this step and not completed, then the payment may be rejected by the payment provider. ## **Retail Store FAQs** ## Frequently Asked Questions ### Q: Where can I find an Earthley Wellness Store? A: In 2024, we opened our first [**Earthley Wellness retail location at 6903 East Broad St, Columbus, Ohio**](https://www.earthley.com/stores). We are looking forward to opening more in the future! We offer all of our products and bulk herbs as well as many other natural wellness products, and even offer prepared foods, DIY classes ([**sign up here**](https://www.earthley.com/stores)), and kids' story time! ### Q: How do I sign up for the in-person DIY classes in Columbus? A: Be sure you are logged into your Earthley account and [**on this page**](https://www.earthley.com/stores), scroll down to upcoming events and click on "Learn More" for any classes you are interested in. Once that pop-up is open, there is a checkmark section to note any requirements (mostly an age requirement -- some classes are for different starting ages). Then choose the number of seats you wish to use (for example, you plus 2 kids would be 3 seats) and click on register. *Note: Cancellations for DIY classes must be made at least 48 hours in advance to receive a refund.* ### Q: Do you offer samples in the store? A: We do have samples available to taste and smell products in the store. We make our tea blends regularly to taste. On Saturdays, we prepare a recipe with a product, like a smoothie with Super Food Powder, Hot Chocolate Bone Broth with Cocoa Calm, a drink with our Electrolyte powder, or breakfast bars with Greens powder. ### Q: Is your store kid-friendly? A: Yes! We have a kids' sitting and play area with books and toys. Many of our DIY classes are also for kids as well as our weekly kids' story time! Learn more about times and dates on the [**store page**](https://earthley.com/stores). ### Q: What is your return policy for purchases in store? Can I return something I bought online there? A: We do have a 30-day return policy. Please bring the item and your receipt into the store to ask for help on the return. At this time, we cannot process an online purchase return at the store. Please reach out to [**customercare@earthley.com or hop on the live chat**](https://www.earthley.com/contact-us) for those. ## **Shipping FAQs** ## Frequently Asked Questions ### Q: How much is shipping? A: **Our shipping rates:** - Orders under $15: $3.95 shipping - Orders $15-$59.99: $7.95 shipping - Free shipping on orders $60+ You also have the option to choose your shipping carrier and expedited shipping options in the checkout. These options are based on the individual order (weight, amount, and zip code). If you choose a different carrier, you will be charged the difference between the standard shipping cost and the chosen option. For example, if the standard option "A" is $7.95 and the chosen option "B" is $11, then it will charge you $3.05. You can also choose expedited options, which are guaranteed to ship same or next day, depending on what time of day the order is placed (business days only, holidays and weekends excluded). Shipping times start when the carrier picks up the package. ### Q: Do you ship internationally? Can you bill internationally? A: No. Unfortunately, we do not at this time. Post covid, every country has exponentially raised their pricing in regards to customs, taxes, and enforcing new regulations. They’ve sadly made it nearly impossible to keep things affordable, and due to this we no longer ship internationally nor can we bill internationally, just within the US at this time. This was a hard decision for us to make, and we are sincerely sorry for any inconvenience this may cause. ### Q: Do you ship to APO/FPO addresses? A: Yes, but our All-Purpose Spray and Bug Shield Spray are excluded from that due to the high alcohol content of the products. This is a federal regulation and not something we can change. ### Q: When can I expect my product to ship? A: It’s our goal to ship orders out as quickly as possible (we ship M – F), but during sales or busy times, orders may be delayed. Typically, your order will arrive 2 – 5 days after it has shipped, depending on how long it takes the shipping carrier to process it. If you’ve purchased during a sale, especially a large one like Black Friday, please expect delays from both Earthley and potentially the shipping carriers as well. You will receive a shipping notification and tracking information when your order ships. ### Q: Your package hasn’t arrived or updated, what next? A: If your package has not arrived or updated, double-check the tracking and see if it has been 7 days from the last update. If it hasn’t and it updated recently, most likely it is still on the way, but if not, we must wait 7 days from the last shipping update to be able to file a claim and provide a replacement or refund. Please reach out to [customercare@earthley.com](mailto:customercare@earthley.com) if it has been 7 days or more from the last update. Holidays will extend shipping times. This applies to all packages/orders. ### Q: Do I still get free shipping if my discount code brings my cart total below $60? A: No. Every US customer receives free shipping on orders of physical items that are $60 or more **after **discount codes are applied (Subtotal - Discount is the total that determines free shipping) **and **before taxes. What doesn't count toward free shipping? Downloadables and Classes do not count as they are not shipped out. You do not have to pay shipping for them so they are separate from the shipping equation. [](Q: Do I still get free shipping if my discount code brings my cart total below $50?) ### Q: Why can I not receive the All-Purpose Spray or Bug Shield? Who can ship it? A: Due to the high alcohol content, some states and all APO/FPO addresses will not allow us to ship the All-Purpose Spray and Bug Shield. These states include: Alaska, Hawaii, APO/FPO addresses, as well as any addresses in the US territories (Puerto Rico, Guam, etc). We are unable to override this restriction. This also restricts which carriers can be used to transport the order. This means it is usually FedEx or USPS that can be chosen for shipping. ### Q: Do you sell on Amazon? A: We have an approved seller on Amazon called MIXT. This is our only approved seller and we will not be adding any others. MIXT is a wholesaler that we work with. They may have different labels and sizes than the ones we have in-house, but they are approved to sell our products on Amazon. If you have any issues with items purchased from Amazon through MIXT, please reach out to MIXT directly as we are unable to handle orders placed through them. ## **Order and Cancellation FAQs** ## Frequently Asked Questions ### Q: What if I want to return an item? A: If an item arrives damaged, is missing any parts, or is the wrong item or quantity, please contact us immediately and we will fix it. Opened items may not be returned, sorry. You can find the full return policy [**here**](https://earthley.com/return-policy). ### Q: What if I want to add to my order? A: Please email us at [customercare@earthley.com](mailto:customercare@earthley.com) or hop on chat as soon as possible. Unfortunately, we can’t add to orders that have already been placed. If the order hasn't shipped, we may be able to cancel and submit a corrected order. If not, we recommend placing a second order if you forgot anything! ### Q: What if I order and need to cancel it? A: We’re happy to assist with cancelling your order. If your order has not yet completed processing, it may be eligible for cancellation. However, once an order has been processed, it can no longer be cancelled and must be returned in accordance with our [[**Return Policy**](https://earthley.com/return-policy)] for a refund. To request a cancellation, please [**Contact Us**](https://earthley.com/contact-us) with the following details: - Your order number -Your name - The email address used to place the order We’ll review your request and respond as soon as possible. ### Q: How can I get notified of new or upcoming sales? A: Please join our mailing list [**here**](https://earthley.com/newsletter). You’ll be the first to know when new deals launch! ### Q: How do I get the advertised free gift? A: We love supporting your wellness journey, which is why we offer free wellness gifts with qualifying orders. These gifts are our way of helping you reach your health goals and try new Earthley favorites along the way. Free gifts are unlocked at specific order thresholds. These thresholds are always calculated based on your order total after any discounts or coupon codes are applied. If a coupon code discount lowers your cart total below the listed free gift amount, the free gift will not be added until your post-discount total qualifies again. **Important notes:** - Free gift thresholds apply after discounts, not before - Coupon codes may change which free gift level your order qualifies for - You can always add an item to your cart to reach the next threshold and unlock the gift again - Looking for a low cost item to add? Check out our [**Affordable Samples**](https://www.earthley.com/affordable-samples) If you’re ever unsure which free gift your order qualifies for, [**our team **](https://earthley.com/contact-us)is happy to help! ### Q: How do I apply a coupon code to my order? A: After you have added the products you wish to purchase, either click on the cart icon or use the cart pop-up view to select "View Full Cart." In the full cart view, find the box titled "Coupon Code." Type or paste in your coupon code and click "Apply." ![Coupon Code (1).gif](https://production-earthley-public-bucket.s3.us-east-1.amazonaws.com/media/Coupon_Code_1_8eb7f9ad76.gif) ### Q: Can I apply more than one coupon code? A: No. Coupon codes and other promotions cannot be stacked. Only one coupon code can be applied at one time, and coupons will not apply to already discounted items. ## **Ingredient FAQs** ## Frequently Asked Questions ### Q: Do you offer samples or sample sizes? A: **Occasionally, we do have some sample sizes available for purchase. These also work great for travel size. You can find these options at **[**https://earthley.com/affordable-samples**](https://earthley.com/affordable-samples) We aim to keep our prices as affordable as possible. That affordability is part of our goal, along with staying out of debt at all times. We never want to find ourselves relying on others for finances; that way, we can always stay committed to clean and safe products without compromising to the will of an outside company. ### Q: Why are there slight variations in my products, or slight imperfections? A: It’s the blessing of the truly natural — it’s never exactly the same! We do not use added preservatives. We promise that any slight variations or imperfections are cosmetic only and do not affect the function of the product. For example, hard butters containing palmitic or stearic acid in large amounts (shea, mango, kokum) can sometimes bead up in products. This just means we don’t use any synthetics to prevent it from happening! We think of it as, you know it was made with naturally-occurring ingredients instead of a bunch of synthetic chemicals. ### Q: What is your glycerin derived from? A: In order to meet our quantity demands for products, we have begun using flax, sunflower, and coconut-derived glycerin in our glycerin-based tinctures. ### Q: Are your products MTHFR safe? A: Yes! Because our products are in their whole food form the body is able to process them how they are meant to be processed, making them MTHFR safe. ### Q: Do you use corn, soy, gluten, parabens, fragrances, etc. in your products? A: No, we absolutely do not. We stay away from all major allergens (corn, soy, gluten, nuts) as well as anything that is not completely natural. That means no parabens, no sulfates, no fragrances, no SLS, no preservatives. We use only natural plant oils, butters, and herbs to create our products. ### Q: Are your products certified organic? A: Not at this time. It’s has been more important to us to stay affordable than to pursue an expensive certification. But please rest assured, we use as many organic ingredients as we can in our products. Approximately 80% of our ingredients are organic. Our herbs are almost all organic, our butters and oils are about 70% organic, and our “other” ingredients (like magnesium chloride flakes, clay, etc.) don’t come in organic at all. You’re getting all the quality…without the cost. 🙂 That said, now that we have grown larger and saved, we are working on organic and non-GMO certification at this time, and will update once that process is completed! We did receive our [**cGMP certification**](https://www.earthley.com/earthley-certifications-standards), Leaping Bunny award, and passed our FDA facility inspection. ### Q: Are your products cruelty-free? A: Our products are cruelty-free! We are Leaping Bunny certified. We do not test on animals ever. (Actually, we test on ourselves!) ### Q: Where can I learn more about the ingredients you use in products? A: You can learn more about the ingredients we use in our [**Ingredient Profiles**](https://www.earthley.com/our-ingredients) or reach out to our [**Customer Service Team**](https://www.earthley.com/contact-us) with any questions. ## Ready to shop? Start [HERE](https://www.earthley.com/products)! *See our Terms and Conditions *[*here*](https://earthley.com/terms-and-conditions)*.*