FAQ

All our products are manufactured and packaged by us at our facility on our family farm in Saint-Polycarpe, Quebec, Canada.

We recommend using your products within 6-12 months, keeping them out of direct sunlight and extreme temperatures. Our products are stable but not indestructible; for instance, leaving them in a hot or freezing car is not the best thing for them. The products will not spoil however over time the oils can oxidize which can affect the scent. Look at the bottom of the bottle to find the date it was made (DDMMYY).

Our line of products are completely natural and contain no harsh or irritating ingredients, such as sulphates (the leading cause of contact dermatitis) and synthetic fragrances that are found in traditional skin care products. We also keep essential oil concentrations below 1% for most of our products. This makes them ideal for individuals with sensitive skin. If you have sensitive skin, we recommend purchasing a sample of the product before committing to the full size, and we recommend performing a patch test before trying a new product. We regularly receive feedback that our products have been helpful for skin conditions and sensitive skin. Please see our testimonials for further information.

At Smith Farms we create products using ingredients that are found in nature, e.g. butter from the karite (shea) nut, rosewater from rose petals, juice from the aloe vera plant and oil from almonds. Sometimes our ingredients are not naturally occurring in nature, but in these cases we make sure they are naturally derived, using organic principles. A good example of this is our emulsifier called Sugarmulse, which is cetearyl alcohol and cetearyl glucoside and is derived from plant sugars.

While many of the ingredients we use are organic, our products are not certified organic.

Many are, however some of our products contain beeswax and our goat’s milk soap contains, of course, goat’s milk. 

Our Gentle Foaming Facial Cleanser and Ultra Restorative Night Cream are not gluten-free as they contain colloidal oats. All our other products are gluten-free but not certified gluten-free. This means, while we don’t expose our gluten-free products to gluten, we can’t guarantee that our facility is 100% free of gluten.

We do not use synthetic fragrances in our line, however we do add low concentrations of essential oils to some. All our products are very lightly scented. 

Never! We reserve the privilege for all our friends and family. :) The cats just get hugs and food.

Because our products are natural and contain none of the harsh or irritating ingredients found in most traditional products, including baby products, we encourage you to use them on your children or newborn. Our Gentle Foaming Facial Cleanser is non-stinging to eyes and therefor makes a great moisturizing baby wash.

We always recommend consulting your health care provider about any products used during pregancy and nursing to make sure they do not have any concerns .

Yes! We offer most of our products in conveninent sample sizes. Perfect for trying before you buy or as a mini travel sized versions! Find can find them all here. 

We very proudly use a preservative system created by a company here in Quebec. It is called Biosecur, and it is derived from citrus fruit. It is an organic preservative and disinfectant that replaces parabens and quaternary ammonium compounds in products. Find it on our labels under it’s INCI name: “Citrus medica limonum”. It is both USDA and Ecocert certified organic. Visit their website for more information.

Cetearyl alcohol is not really an alcohol (such as rubbing alcohol) which would definitely dry the skin. It is an emulsifying wax, made by combining fatty alcohols from vegetable sources. Emulsifiers are what we use to keep the oil and water components bound together as a smooth lotion. The one we’ve chosen to use is called Sugarmulse and is derived from plant sugars. The INCI name for Sugarmulse is Cetearyl alcohol and Cetearyl glucoside. For more information on Sugarmulse, visit the Herbarie website.

Ingredient lists must conform to the INCI standards of identification. See below for INCI explanation.

The International Nomenclature of Cosmetic Ingredients, abbreviated INCI, was established to ensure that cosmetic ingredients are consistently listed using the same ingredient name from product to product. Using consistent ingredient names on product labels allows consumers the ability to easily compare the ingredients between multiple products.

A great resource that anyone can use is the Skin Deep cosmetic safety database. We use this database ourselves for every ingredient we use.

We try to source as much as we can locally, but unfortunately in the case of our raw materials, the bulk of them come from other parts of the world. We use a lot of nut butters and oils (shea, cocoa, almond, jojoba) which don’t grow in our Canadian climate. What we can get locally (beeswax, honey and goat's milk), we do. As for our packaging, we get our aluminum tubes that we use for hand lotion from a company in Hawkesbury, Ontario. All our print materials and labels are done by Montreal printers.

We ship to Canada, the U.S. and Internationally.

We primarily use UPS but sometimes select Purolator or Canada Post depending on location and address. International shipments offer various other options.

Yes we offer free shipping to Canada and the United States, see below for details: 

Within Canada:

Ontario and Quebec: All orders above $60 (before shipping and after discounts) qualify for FREE shipping! For orders less than $60 we offer a flat rate of $10 for shipping.

Eastern Canada (Newfoundland, Prince Edward Island, Nova Scotia, New Brunswick): All orders above $60 (before shipping and after any discounts)  qualify for FREE shipping! For orders less than $60 we offer a flat rate of $15 for shipping. 

Western Canada (British Columbia, Alberta, Saskatchewan, Manitoba:) All orders above $60 (before shipping and after any discounts)  qualify for FREE shipping! For orders less than $60 we offer a flat rate of $15 for shipping. 

Northern Territories/Nunavut/Yukon Territories: We ship up north but do not offer free shipping. Enter your address details for a list of shipping rates available for your area. 

To the United States: 

All orders above $100 USD (before shipping and after any discounts) qualify for FREE shipping! For orders less than $60 we offer a flat rate of $20 for shipping. 

International:

We ship internationally but do not offer free shipping. Enter your address details for a list of shipping rates available for your area. 

Customer satisfaction is very important to us at Smith Farms. If you are not satisfied with your purchase please contact us at customer@smithfarmsproducts.com to discuss next steps.

• Unopened/Unused items purchased from smithfarmsproducts.com can be returned for a full refund within 30 days of delivery.
• Gently-used items purchased from smithfarmsproducts.com can be returned for store credit within 30 days of delivery. 
• After 30 days from delivery, all items are final sale.

Note that original shipping charges are not refunded in the case of a return, unless the return is a result of our error. (you received an incorrect or defective item, etc.). Return shipping charges are the responsibility of the user and are not refundable.

Please note that this only applies to products bought from us through Smith Farms's online store.

See "How do I return an item" below for return instructions.

1) Clearly mark the package as a return and make sure you've communicated with us at customer@smithfarmsproducts.com prior to sending so we're aware of the situation.

2) Ship the product to the address listed below.

3) We'll notify you via e-mail of your refund once we've received and processed the returned item.

Ship returns to:
Smith Farms
3607 Elie Auclair
Saint-Polycarpe, Quebec, Canada
J0P 1X0

We will refund your credit card within 7 business days of receiving your return.

Please Note: Original shipping charges are not refunded in the case of a return, unless the return is a result of our error.

We take special care to package your products safely for shipment, however but sometimes spills or breaks occur. If your order arrives damaged or faulty, please take photos of the product in question and email our customer service team at customer@smithfarmsproducts.com with the details. We will asses the damage and make sure to rectify the problem.

Certainly! When checking out, you will be asked for a shipping address where you can fill in the receivers location details. 

You can use our store locator to see which of our authorized retailers are located closest to you.

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history, collect reward points and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. 

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking number which you can use to check the progress of your order online. If you haven't received an email be sure to check your junk folder or email us at customer@smithfarmsproducts.com.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch with us at customer@smithfarmsproducts.com in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, at customer@smithfarmsproducts.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

We can most likely alter your order if you contat us right away after placing your order. Write us at customer@smithfarmsproducts.com and let us know what you need changed. Orders go out quickly however and once it's shipped unfortunately there's nothing we can do. 

We accept the following forms of payment:

MasterCard, Visa, American Express

Interac

Shop Pay, Apple Pay, Google Pay

PayPal - you’ll be taken to the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. You'll receive a confirmation email letting you know when your refund has been processed.

No, our web site only allows one active discount or promo to be applied at a time. 

Yes we offer promotions throughout the year. By signing up for our newsletter, you will be the first to learn about promotions, new products, self-care tips and other exciting things happening at Smith Farms Skincare! Sign up for our newsletter and take 15% off your first order here. 

Please note that any purchase that requires a minimum spend must meet the minimum specified subtotal price before tax and discounts in order to qualify for the promotion. Discount codes may not be applied to our value kits and on our samples as they are already offered at a discounted price. Only one discount code or promotion can be applied to an order. 

Please note that in the minimum for free shipping remains the same regardless of if a discount is used. 

Click on the brown "Rewards" button located on the bottom right of any page of our web site. Mobile users will see a brown circle with a shopping bag and heart.

Note that you will need to have a Smith Farms account to login. If you don't have one, click on the green Join now button and create an account. 

Once you have an account click on the green Sign in link. Log in to your SF account. Your order history will appear. Click on the brown "Rewards" button again. 

You should now see a total of any points you may have accumulated as well as various ways you can earn points and how to redeem them. Note that by creating an account you've already earned 200. :)

Signup to the Rewards Program - Earn 200 points

Place an order - 1 Point for every $1 spent

Enter your birthday - 200 points

Share on Facebook - Earn 100 points

Share on Instagram - Earn 100 points

Share on Twitter - Earn 100 points

Refer Friends - 15% off coupon for you and the friend

Once logged in to the rewards program, click on "Ways to redeem". If you have accumulated enough points you will see a green "Redeem" button, this will generate a discount code which you can then enter at checkout.

If you don't see a "Redeem" button, keep accumulating points until you do!

Yes, we do. Gift cards are delivered by email to the person you bought them for and contain instructions on how to redeem them at checkout. Our gift cards have no additional processing fees. They are ideal if you’re not sure what to get that special person in your life. Available in $10, $25, $50 or $100 increments.

You can subscribe to your favorite Smith Farm must-haves any product page. Just choose the “Subscribe and save 10% on all shipments” option on the page and select your frequency.

Whether you need your product ASAP or want to skip, it’s easy to adjust your skincare delivery at any time. After your first subscription is placed, you will want to log into your Smith Farms account over here. Go to “Your Subscriptions” to edit your ship date, frequency, quantity, add one-time products or more.

Absolutely! You can cancel at any time by logging in to your Smith Farms account and going to to “Your Subscriptions”. You can then click on the specific product subscription and select “Cancel Subscription.” Please don’t hesitate to reach out if you need any help at customer@smithfarmsproducts.com. We’re here for you!

Auto Replenishment items that have the same order date and shipping address will automatically be sent in the same shipment. If you have more than one subscription and want the items to ship in the same order, simply change the next shipment dates to be the same and confirm the orders are being sent to the same address.

Each Auto Replenishment order automatically receives 10% off. Unfortunately, this promotion does not stack with sitewide sales or other promotional offers, including our free gifts. If you want to take advantage of an additional promotional offer, you may skip scheduled order by using the Skip Shipment option in the Auto Replenishment section of your account and place your order manually through standard checkout.

We prioritize packaging that is made from recycled materials, is recyclable or biodegradable. We like to use aluminum as it is infinitely recyclable. Glass is another favourite of ours.  Any plastic we use is easily recyclable. We make sure our labels are made of the same material (polypropelene) so that it can be easily recycled once at the facility. 

We ship our orders in cardboard boxes, which are made up of partially recycled content and are recyclable. To pack the products and keep them protected, we use brown kraft paper which is made using 40% post-consumer recycled content. We also reuse packaging from shipments we've received whenever possible. 

Unfortunately, we cannot take back used containers at this time, however most of our products are available in bulk as refill packs and can be refilled. 

Yes! You can find them here.

For press, public relations and social media partnerships, please reach out to info@smithfarmsproducts.com. 

If you are interested in carrying Smith Farms in-store or online, please fill out this form or write us at info@smithfarmsproducts.com.