FAQ

We have a seasonal pop-up in Nantucket.

We don't offer gift cards at this time, but we're so glad you're thinking of gifting us.

We believe that the ingredients we choose to formulate with are just as significant as those we don’t. We evaluate and re-evaluate ingredient safety related to people and the planet, assessing and testing obsessively. We examine the available research to inform our decisions and, where there is scientific uncertainty, we take the most protective path. Real clean takes real work and we are committed to sharing ours with you so that we can all do #beautybetter.

We scrutinize every ingredient considered for our products and prohibit the use of those that do not meet our rigorous safety standard. The “Never List” is a continuously evolving list of ingredients we’ve decided can’t be used to formulate our products, and currently includes over 2,800 harmful or questionable ingredients.

Counter currently participates in the following third-party programs: Environmental Working Group (EWG) Verified program, Responsibly Sourced Palm Oil (RSPO) Certification, and Leaping Bunny.

• EWG Verified: Administered by the non-profit organization, Environmental Working Group (EWG), that represents one of the most well-recognized, consumer-facing product certifications focused exclusively on ingredient safety and transparency in select consumer products, notably cosmetics.
• RSPO Certification: Administered by the Roundtable on Sustainable Palm Oil (RSPO), we are proud to be RSPO Supply Chain Certified. Our commitment to the program reflects a recognition of the significance of palm to our products and our industry, and the importance of ensuring that palm feedstocks are grown in a manner that prioritizes environmental protection (e.g., does not lead to deforestation, protects biodiversity including endangered species), labor and human rights (e.g., fair treatment of workers), and economic benefits to local communities.
• Leaping Bunny: Leaping Bunny Certification is a brand-wide seal that signifies we don’t commission or conduct animal testing on our products or product ingredients.

Single use packaging is a real challenge for the cosmetics industry. While we’re not perfect, we take steps to integrate sustainability considerations into our packaging selection. We use glass extensively across our portfolio; leverage post-consumer recycled (PCR) material in primary packaging; and use Forest Stewardship Council (FSC) certified paper in our paper-packaging. We also communicate our use of PCR and provide recycling directions online and on pack as dictated by our participation in the third-party How2Recycle program. Separate of conventional sustainability considerations, our commitment to clean extends to vetting packaging through a safety lens. Our packaging components are subjected to safety review by our in-house expertsand involves significant disclosure and documentation from our packaging partners. We will continue to face the industry packaging challenge head-on.

Because we work quickly to process and ship your order, we're unable to make changes or cancellations once it's been placed. This includes editing items, updating addresses, or applying promo codes.

We recommend double checking your order before completing checkout. If you have any questions, our Customer Support team is here to help.

You will receive an order confirmation email. Please be sure to check your Spam/Junk folder.

Check your Orders tab within your Account. If you are unable to locate details regarding your order, please reach out to Customer Support.

We accept all major credit cards, including Visa, Mastercard, American Express, and Discover, as well as Shop Pay, Shop Pay Installments, and Apple Pay.

Our website uses industry-standard encryption and secure payment technology to ensure your credit card information is safe. We never store full credit card details, and all transactions are processed through trusted, PCI-compliant payment providers. You can shop with confidence knowing your information is protected.

We do not offer split payments at this time. However, you may apply Product Credit and an additional payment method to complete your order.

No, you can check out as a guest, but you will be missing out on our Loyalty program.

Contact Customer Support so that we can make sure your Loyalist credits don't get lost if you change your account details.

To edit your saved shipping addresses, log in to your account and go to the My Account or Account Settings section. From there, select Address Book or Saved Addresses, where you can update, add, or remove shipping addresses. Don't forget to save your changes before exiting.

There are no passwords; we use passcode login.

We take your privacy seriously and use multiple layers of security to protect your personal information. Our website is encrypted with SSL (Secure Socket Layer) technology, and we comply with all applicable data protection laws. Your information is only used to process your order and improve your experience—never sold or shared with third parties without your consent.

The subscription program lets you receive your favorite products automatically at your chosen frequency—so you never run out of your essentials. Plus, you'll enjoy ongoing savings.

Simply select the "Subscribe & Save" option on the product page, choose your delivery frequency (e.g., every 1 month, 2 months, 3 months, or 4 months), and complete your checkout.

As a subscriber, you get:

• 10% off subscribed products
• Free shipping on subscription orders over $50
• Flexibility to skip, modify, or cancel anytime

Yes. You can add or remove products, adjust delivery frequency, and change quantities at any time through your Account page on the "Subscriptions" tab.

Log in to your account and go to the "Subscriptions" tab. From there, you can skip a delivery, cancel your subscription, or make changes to your upcoming orders.

Yes. We'll send you an email reminder five days before each order processes. You'll have time to make changes or cancel if needed.

Upcoming subscription orders can be edited until 12:00 AM PT the day your order is set to be placed.

Yes. If you have a valid code, you can apply it towards your order. In order to apply the code, you'll need to edit your order and go through the checkout flow. Please note, the subscription discounts are not stackable with any discounts offered through a code.

If there is a sitewide promotion running when your subscription order is placed, you will receive the deeper savings. Please note that these savings will not stack.

If an item is temporarily unavailable, we'll notify you and either delay the order or ship the rest of your subscription if you have additional items as part of your subscription.

No. Our subscriptions are totally flexible. You can cancel, skip, or modify them anytime—no fees or commitments.

The loyalty program is free to join and available to everyone. All you need to do is create an account and you’re in.

You can earn product credit through your personal purchases. For every $200 spent, you will earn $15 in product credit.

You will receive a birthday reward during your birth month. Be sure to provide your birthday during your account set up so we can properly celebrate you.

Yes. Subscription orders (new and recurring) will credit towards the $200 to unlock the next $15 product credit.

You can view your rewards in your Account Dashboard, as well as through your shopping experience by clicking on the "Account" icon and viewing your "Wallet Balance."

During checkout, any available product credit will be displayed, and you'll be able to apply it towards the order.

Yes. You are eligible to apply product credit and a promo code on a single order, if the code is valid and applicable towards the order.

If you process a return on an order that you applied previously earned product credit to, you will be refunded the product credit first.

If you return an item, the dollar amount you are refunded will be deducted from your $200 spend threshold.

No.

Product credit will expire after 12 months.

Please note we cannot make exceptions on expiration dates.

Please reach out to the customer support team

Product credit will be reflected in the currency of the site you are shopping. For example, if you shop on the Canadian site, you will earn $15 CAD for every $200 CAD spent. Product credit earned in CAD must be used on the Canadian site and is not applicable to orders placed on the US site.

Yes, however, the product credit is not transferrable between the US and Canadian sites. For example, if you are in the US and place an order on the Canadian site, the total spend would credit towards a $200 CAD threshold, separate from your USD $200 threshold to unlock $15 product credit.

The "Give 10%, Get $10" is a referral program offering you the opportunity to earn product credit by referring friends to Counter.

Please note that once you are accepted as a brand partner with Counter you will not be able to participate in the give 10% get $10 program.

You will, however, qualify for commissions and ongoing referral bonuses as a brand partner.

With a personalized link you'll be able to share a 10% savings with a friend, and earn $10 product credit.

Yes. The referred friend must place an order of $100+ USD/CAD for you to earn the $10 product credit.

Yes. In order to qualify, the friend must be a new customer. If they purchased previously they will not be eligible for the 10% savings and you will not be eligible for the $10 product credit.

No, there is no limit.

On your account dashboard under "Loyalty" you will be able to see earned product credit. You will also receive an email notifying you of a successful referral.