As a personal chemistry service, we're here to support you in your journey to healthier hair and scalp. Many factors can play a role in how your hair and scalp respond to your initial formulas, such as your current routine, other products, and the overall state of your hair and scalp. Your formulation team will be available to help you acclimate to your new products.
If you're not satisfied with your initial formulas, your team will work with you to make adjustments to your routine and/or your formulas. If you decide you don't want a re-formulation we're happy to process a full refund. Please note, by choosing the one-time free reformulation, we will be unable to refund the original purchase. Refund and re-formulation requests must be made within 30 days of delivery.
Accessories (EX. scalp massagers, and hair turbans) and gift cards as well as purchases made with gift cards are non-refundable.
Scalp serum and skin care items may be returned if unused for a full refund. Return shipping is at the cost of the customer, and the item must be returned before the refund can be processed.
Great things take time :) Please allow 7 business days to custom formulate, dispense, and ship your order. We use USPS priority mail for all shipments. Barring holidays, a weather event or other circumstances out of our control, your bottles should arrive within 3 business days of being shipped. We will send you a notification with your tracking information when your package leaves our lab.
Formulate is not responsible for packages once they've been received by USPS. That said, we will do what we can to help. If you're having issues receiving your package, please first contact USPS. If they are unable to assist, feel free to reach out to our support team and we will do what we can to resolve the issue.