FAQ's

We’re here to help!

The best way to connect is to send an email to hello@josiemaran.com. Customer Service hours are Monday-Friday, 6am-6pm PT.

Where do you ship?

• We currently ship to addresses within the United States (excluding U.S. Territories) and Canada.
• Please note that we're unable to accept orders with international billing addresses outside of the United States and Canada.

What are the shipping costs and methods?

United States
We offer FREE Standard Shipping on U.S. orders over $75. Orders under $75 ship for a flat rate of $7.45. 

Expedited shipping options may be available at checkout for an additional fee and are subject to carrier availability. 

Orders may be shipped via USPS, UPS, SpeedX, OSM, or OnTrac based on the package size, weight, and destination. 

Canada
We offer FREE Standard Shipping on Canada orders over $100. Orders under $100 ship for a flat rate of $14.95.

Applicable duties, tariffs, taxes, and other fees are calculated at checkout. Tracking for Canada shipments will be provided by Landmark Global.

How long does shipping take?
Orders are typically processed and shipped within 1-3 business days. Orders placed after 12pm PT on Fridays, as well as on weekends or U.S. federal holidays, will be processed on the next business day. During holidays and other high-volume sales periods, processing may take an additional 1-2 business days.

Once shipped, orders are typically delivered within 3-5 business days with Standard Shipping. Orders shipped to Canada may require an additional 5-10 business days for delivery.

How can I edit my shipping address?
Because orders begin processing immediately after they are placed, we're unable to update shipping addresses* once an order has been submitted. Please review your shipping address carefully before completing your purchase.

In some cases, the shipping carrier may offer options to hold a package for pickup or request a delivery change, which may be subject to carrier availability and additional fees. 

To update your default address for future orders, log in to your JOSIE MARAN account here and select View Addresses > Edit.

*Note: Any special delivery instructions included within the shipping address field are not guaranteed to be received or followed by the shipping carrier.

My package says "delivered" but I can't find it.
We're so sorry to hear that. If your tracking shows your package as delivered but you haven't received it, we recommend checking around your delivery location, including porches, side doors, garages, mailrooms, or other secure areas. You may also want to check with neighbors or other members of your household.

In some cases, carriers mark packages as delivered before they arrive. Please allow up to 24 hours for the package to be delivered.

If your package has still not arrived after 24 hours, please contact the shipping carrier directly to submit a service request so they can investigate the delivery status.

My tracking hasn't updated. What should I do?
Sometimes tracking may pause while your package is still making its way to you. If your tracking hasn't updated, don't worry just yet! Your order may still be in transit and arriving a little later than expected.

We recommend allowing up to 10 days from the last tracking update for your package to continue moving. If there's still no movement after 10 days, please reach out to Team JOSIE. We'll be happy to look into your order and help with a reshipment or refund if needed.

We're sorry for the delay and appreciate your patience while your order makes its way to you.

What is your return policy?

• Items are eligible for return within 45-days of your ship date. All items must be returned in its original condition (unused and unaltered) and in original packaging. Important note: original shipping charges are non-refundable and return shipping fees will be deducted at the time of refund.

• - Items marked as Final Sale, Good Buys, and Gift Sets are non-refundable.
• - Only items purchased on JosieMaran.com will be accepted for return.
• - Both items from a BOGO (Buy One, Get One) promotion must be returned together in order to receive a refund.

• Click Here to initiate your return.

How long does it take to process a return?

• Please allow 5-10 business days for your return to be processed upon arrival at our warehouse. Once the return is approved you will receive an email confirmation that the refund has been processed. It may take your bank or credit card company up to 7 business days to process the credit once the refund is issued. Please note that your refund may only be credited to your original method of payment.

What if my product arrives damaged?

• If your package or product was damaged during shipment, notify us immediately at hello@josiemaran.com. In your message, please include your order number along with an attached photo of the damaged package and/or damaged item(s). Please do not discard the product or the packaging as these materials may be required for your claim to be processed.

How do I return a purchase from a Josie Maran retail partner?

• If you purchased through an authorized Josie Maran retailer, process the return directly with the retailer according to their return policy.

How do I cancel or change an order?

• Unfortunately, we are unable to edit or cancel orders once they are placed, as our Warehouse Team begins processing right away. We apologize for any inconvenience.

Can I use more than one promo code at a time?

• Promo codes are limited to one code per order, and in some cases can be redeemed only once per person. All promo codes are available for a limited time and cannot be used once expired. Please note that misuse of promotions and codes may result in order cancellation.

• If you are having an issue with a promo code, please be sure your order meets all qualifications and that the code is still valid. If you are still having issues, please contact customer service at hello@josiemaran.com.

What are my payment options?

• We accept American Express, Visa, Mastercard, Discover, PayPal, Apple Pay, Shop Pay and AfterPay. Unfortunately, we cannot accept CODs, personal checks, money orders, credit cards with billing address outside the United States, credit card gift cards, or layaway. Please note: for your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Do you charge sales tax?

• We are required by law to collect sales tax on orders being shipped to addresses inside certain states within the United States and certain regions within Canada.

Why was my order cancelled?

• Occasionally, orders or item(s) on order are cancelled by our system for various reasons, including:
• - Item(s) not available.
• - Difficulty in processing payment information.
• - Duplicate order was placed.
• - Cannot ship to the address provided.
• - Shipping address is a reshipper or mail forwarding service.

• If your order is cancelled, you will receive an email notice alerting you to the cancellation. You will not be billed for any cancelled items, however please allow several business days for the refund to process. If you are interested in placing a new order or if you have questions about a cancelled order, please contact us at hello@josiemaran.com.

• Please note: all purchases are subject to bank authorization prior to processing. Only authorized purchases may be processed and shipped.

How does it work?

• Get your fave formulas signed, sealed, and delivered right when you need them by signing up for our Subscribe & Save Program—and save 10% on every order.

• Shop as you normally would on josiemaran.com and select the 'Subscribe and Save' option on the product page to choose your delivery frequency. The service is easy to use and customizable, so you can skip, change, or cancel a delivery at any time. All subscription orders also qualify for free shipping!

• Please note that the Subscribe & Save Program is offered on select formulas; subscriptions are not applicable with Afterpay installments.
  
  
  

How do I make changes to my subscription order?

• Whether you need your formula(s) ASAP or want to skip or cancel, it’s easy to adjust your subscription delivery at any time.

1. 1. Log into your Josie Maran account (If you need assistance, please contact Team Josie)
2. 2. On your account page, select 'Manage Subscriptions' in the top navigation.
3. 3. Click 'Edit' next to the subscription you wish to adjust.
4. 4. Here you can edit your ship date, delivery frequency, quantity, product preferences and more.

Can I cancel a subscription order that has already been placed?

• We are unable to cancel or modify orders once they are submitted, as orders begin processing right away. Please follow these instructions to cancel future subscription orders:

1. 1. Log into your Josie Maran account (If you need assistance, please contact Team Josie)
2. 2. On your account page, select 'Manage Subscriptions' in the top navigation.
3. 3. Click 'Edit' next to the subscription you wish to cancel.
4. 4. Select 'Cancel Subscription' on the bottom on the page.
   
   
   

Will I get a reminder email before my next shipment?

• You will receive an email notification 3 days prior to your subscription order being processed. Once your subscription order is processed, you will receive an order confirmation email followed by tracking information once it ships.

• Changes to subscription orders can be made any time within 24 hours of the next scheduled shipment date and you can cancel at any time. If you need help managing your subscription, please contact Customer Care.

When is my card charged?

• Your card will charged automatically according to your selected subscription frequency. You always have complete control over your subscription order, and we send an email reminder before each order is charged to your account.

• Changes to subscription orders can be made any time within 24 hours of the next scheduled shipment date and you can cancel at any time. If you need help managing your subscription, please contact Customer Service.

How do I change the credit card used for subscription purchases?

1. 1. Log into your Josie Maran account (If you need assistance, please contact Team Josie)
2. 2. On your account page, select 'Manage Subscriptions' in the top navigation.
3. 3. Click 'Billing Information' in the top navigation bar.
4. 4. Follow the instructions to securely update your payment and billing information.

How do I change the shipping address for my subscription orders?

1. 1. Log into your Josie Maran account (If you need assistance, please contact Team Josie)
2. 2. On your account page, select 'Manage Subscriptions' in the top navigation.
3. 3. Click 'Shipping Addresses' in the top navigation bar.
4. 4. Select the address you wish to adjust, and click 'Update Shipping Address' to the confirm changes. Updating this shipping address will update all subscriptions associated with this address.

Please note: We are unable to change the shipping address on subscription orders once they begin processing.

Can I combine items to be in the same order?

• If you have more than one Subscription item and want the items to ship in the same order, simply visit the 'My Subscription' section of your account and change the next order dates to be the same. Also, confirm the orders are going to the same shipping address and have the same billing address and payment method.

When will double reward points reflect on my account?

• The double points associated with your Refill subscription purchase will be available on your account within 7 days of purchase.

• Please note: You must have a josiemaran.com account in order to earn points through Josie's VIP Club. You must be logged in to you Josie Maran account to view and redeem reward points.

What if I placed my first subscription order with a discount code?

• If a discount code was used on your first subscription order, it will only be applied to that first order. All of your subsequent subscription charges will be for the original price of the product.

What if my subscription item is on sale?

• Recurring subscription orders automatically receive 10% off year-round.* This promotion cannot be combined with sitewide sales or other discounts or promotional offers. To take advantage of an active offer, you may skip a scheduled subscription order by using the 'Skip Shipment' option on your account, and place your order manually through the standard josiemaran.com checkout process.
  
  *Applies to subscription orders after 2/27/24.

How do I cancel my subscription?

• You can cancel your subscription at any time by logging into your Josie Maran account or by contacting Customer Care at hello@josiemaran.com.

What is Josie's VIP Club?

• Josie's VIP Club is our exclusive loyalty program where you can earn rewards for shopping on JosieMaran.com. Make the most of your clean beauty obsession by earning points, enjoying special offers, indulging in members-only treats, and more. Learn more here!

How do I become a member?

• Joining is free and easy! Just sign up with your email, create a password, and you're officially a Josie's VIP. Click here to get started.

• By creating an account on JosieMaran.com you are automatically enrolled in the program and will start earning points on all your purchases.

How do I earn points?

• Shop 'til you drop! Every time you shop on JosieMaran.com you'll earn 1 point for every $1 you spend. Once you've accrued enough points, you'll be able to redeem them for exclusive discounts and rewards. Learn more here!

How do I use my points to redeem rewards?

• You can redeem exclusive discounts and rewards once you have a balance of at least 100 points; make sure you are logged into your VIP account to view your account balance. Once logged in, there are two ways to redeem points:

1. 1. On the Josie's VIP Club page, select the 'redeem' button below your desired reward and follow the simple instructions to copy the code at checkout.
2. 2. In your checkout order summary, select the 'redeem' button above the discount box. The points shown will default to the highest discount available in your account. You also have the option to enter a custom number of points that you wish to redeem, up to a limit of 500 points.

• Rewards cannot be combined with any other sitewide discount offers; only one discount can be applied to each order.

Will my points expire?

• At this time, points earned through Josie's VIP Club do not expire.

If I return my order, will I lose points?

• Yes, the points you earned for items returned or refunded will be deducted from your points balance.

I redeemed a discount reward and can’t find the code, help!

• Please submit a request here and our team will assist you in recovering the code.

What is Argan Oil?

• This multitasking oil contains just one ingredient in its most pure and potent form: ethically sourced, UNESCO-protected argan nuts. The argan nuts are hand-cracked at women-led coops in Morocco and then cold-pressed to lock in essential fatty acids and antioxidants—for intense hydration and a dewy, visible all-over glow.

How long do your products last? What's the shelf life?

• The general shelf life of our products is 12 to 18 months. We’re a naturally based beauty brand and we encourage our customers to use the products promptly once received. We have a very busy production schedule that allows us to maintain a steady supply of the freshest products. Stockpiling is not recommended.

Do you use parabens?

• No. We do not use parabens, synthetic fragrances, phthalates, or sulfates in any of our products.

Are your products gluten free?

• We believe in using high quality clean ingredient. Although not all of our formulas are gluten free we have a large variety that are. If you are interested in any specific products please click on the product page and this info will be listed for you.

Are your products vegan?

• We offer a wide variety of products acceptable to our vegan customers. We are always mindful of our producers and sources, so when we do use non-vegan ingredients such as lanolin, beeswax, or carmine we make sure that they are organic and/or sustainably harvested.

Why do you use synthetics in some of your makeup products?

• Over time, we have found that a small number of synthetic ingredients are essential to maintain the performance, color, and stability of a high-end cosmetics line. We strive to be as green and healthy as possible while providing the most gorgeous, wearable, and lasting makeup possible.

Are your products organic?

• Josie Maran Cosmetics is a natural line. We do have products that are 100% organic, but not all are formulated in this manner. We formulate with as many powerful natural and organic ingredients as possible because of the implicit health benefits these ingredients provide you and the planet. Plus, by purchasing natural and organic ingredients we are supporting farmers who value more sustainable and eco-friendly agricultural practices.

What can amino acids do for my skin?

• Amino acids are essential for strong healthy skin that can stand up to environmental stressors. Proteins from amino acids strengthen the look of skin - think of them like skin's cement and building blocks.