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FAQ

Can I shop in person?

Yes, you sure can! Just let us know ahead of time so that we don't miss you. Call or text 587-778-9750 or email serendipitybp@icloud.com. Please come to the back door (7507 111 Avenue NW, Edm) and let us know if you prefer to avoid dogs.

What ingredients should I avoid?
Please click here to download our Ingredients of Concern.

What can I do to help prevent my skin from drying out?
There are a few things you can do to help keep your skin soft and supple. Most importantly, make sure you are drinking enough water. Avoid taking hot showers or baths. Apply moisturizer immediately after showering or bathing to help trap moisture. Use natural skin care products, free from ingredients that dry out your skin. Avoid sun damage by using sunscreen whenever you're outside.

Are essential oils safe for pets?
They are if you follow some simple guidelines. Please click here to download the Essential Oils and Pets attachment.

How do I know if your products really work?

Because I use the products myself! Every product goes through testing on humans (some with sensitive skin) before it is made available for sale. But we don't stop there - we are happy to receive any feedback, good or bad so that we can keep improving our products over time. You can also check out the product reviews, request a sample or let us know when you'd like to come by to try it out yourself.

How do I know if your products are safe?
I have a BSc and a background in Quality Management. I keep detailed records of every batch made and each formula used in product development. I conduct thorough research on the ingredients and my suppliers. I use only natural ingredients (and phthalate-free fragrance oils). Additionally, a Notification of Cosmetic is sent to Health Canada for every cosmetic product we sell.

Are your essential oils pure and therapeutic grade?
Our essential oils come from trusted companies within Canada. Pure simply means that nothing else has been added to them. We sometimes use a carrier oil to dilute expensive essential oils to make these expensive oils more affordable and this is indicated on the labels. We never add synthetics, nature identical compounds or cheaper oils to our essential oils.

Therapeutic grade is a marketing term that anyone can use, so it means nothing. Essential oils by nature, have therapeutic properties and there is no grading system.

How do I use a diffuser?
Set up your diffuser in an open room where its out of the reach of animals and children. Add tap or distilled water to the fill line and add 5-8 drops of essential oils (5 for a smaller room and 8 for a larger open area). Some have continuous and intermittent settings and some have timers. You only need to run it for 20 minutes.

Are my payments safe?
Our website is secure (indicated by https in the website address) and we only use PayPal and Shopify to process payments. Both are established and trusted third parties with security in place. We do not have access to credit card information using those systems. If you choose to order by phone and provide payment information, we delete your information once your order has been shipped. You can request that we keep your information on file to make future orders easier.

Why isn't my lotion/soap pump working?

There are several reasons why your pump may not work. Here are some troubleshooting tips:

  • Try tightening the lid or loosening it. 
  • Our supplier changed the pump's straw and it may be too long. Wipe it off and try trimming it. 
  • If your lotion isn't used often, the cause may be a clog in the straw. Unscrew the pump from the bottle and put it in a hot glass of water and pump the water through to clear any clogs. Alternatively you can pull the straw from the pump and run it under hot water.
  • If this doesn't solve your problem, please contact us for a new lotion pump. 
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