FAQ
Général
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We have a seasonal pop-up in Nantucket.
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We don't offer gift cards at this time, but we're so glad you're thinking of gifting us.
Mission et sécurité
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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.
Learn more about the standard for real clean. -
The Never List®*, originally created in 2013, quickly became one of the most recognizable, widely-used elements of the clean beauty movement. It remains the original, industry-leading prohibited ingredient list—much more than simply a worst-offenders list, it is a comprehensive guide of ingredients that should be left out of your formulas. We use the best available peer-reviewed² science to inform The Never List® and our general approach is precautionary, meaning, when there's scientific uncertainty, we choose the most protective path.
Currently, The Never List® is made up of 3,300 ingredients we don’t formulate with. Zero compromises. -
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.
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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 experts and involves significant disclosure and documentation from our packaging partners. We will continue to face the industry packaging challenge head-on.
Commander
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There is a 30-minute window after placing the order during which you can make adjustments or cancel. Because we work quickly to process and ship your order, we're unable to make changes or cancellations after this window passes. 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.
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You will receive an order confirmation email. Please be sure to check your Spam/Junk folder.
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Check your Orders tab within your Account. If you are unable to locate details regarding your order, please reach out to Customer Support.
Paiements
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We accept all major credit cards, including Visa, Mastercard, American Express, and Discover, as well as Shop Pay, Shop Pay Installments, and Apple Pay.
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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.
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We do not offer split payments at this time. However, you may apply Product Credit and an additional payment method to complete your order.
Compte et confidentialité
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No, you can check out as a guest, but you will be missing out on our Loyalty program.
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Contact Customer Support so that we can make sure your Loyalist credits don't get lost if you change your account details.
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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.
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There are no passwords; we use passcode login.
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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.
Programme d'abonnement
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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.
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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.
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As a subscriber, you get:
- 10% off subscribed products
- Free shipping on subscription orders over $50
- Flexibility to skip, modify, or cancel anytime
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Yes. You can add or remove products, adjust delivery frequency, and change quantities at any time through your Account page on the "Subscriptions" tab.
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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.
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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.
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Upcoming subscription orders can be edited until 12:00 AM PT the day your order is set to be placed.
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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.
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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.
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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.
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No. Our subscriptions are totally flexible. You can cancel, skip, or modify them anytime—no fees or commitments.
Total Rewards
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Total Rewards is about rewarding you for the manyfacetsof what you do, and experience, with the Counter brand and our mission. Unlike traditional loyalty programs that focus on tracking only your purchasing and giving you a little back, Total Rewards recognizes the many things you do with the brand and aims to provide you with related rewards based on what matters to you.
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Progress is Counter's brand currency (lots of other programs call them “points”, but with Counter, we mean they mean more). You make Progress through activities you're already doing—talking about your favorite products, making personal purchases, engaging with the community, hitting milestones, and more. Progress reflects the full picture of what you contribute.
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You get to keep it, don’t worry. Your existing Counter product credit automatically converts to Progress when Total Rewards goes live on July 1. You’ll see your balance in your dashboard from day one—no action required on your end.
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You earn 1 Progress for every $1 USD spent. For example, if you spend $200 USD, you'll earn 200 Progress. In Canada the same logic applies—but your amount spent is first converted from CAD to USD at the current exchange rate, so if $10 CAD equals $7 USD today, that dollar converts to 7 Progress. In Canada, when you convert Progress back to product credit, a favorable fixed conversion rate applies.
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Every 100 Progress equals $10 in product credit in the US. For example, 200 Progress equals $20 in product credit.
In Canada, when converting progress into product credit, the Company’s Canadian product credit conversion rate will be applied to the Progress amount. The Canadian product credit conversion rate is established by the Company and may change from time to time. The current rate is 1.5; for example, every 200 Progress redeems for CAD $30 in product credit.
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Progress can be used for product credit, limited edition products, branded merchandise, exclusive experiences, and other things in the rewards palette.
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Yes. It is an evolving collection of exclusive Counter products, branded merchandise, curated experiences, and more.
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Birthday gifts are available to loyalists who reach Standing 2 or higher in Total Rewards. Once eligible, your birthday gift will appear within your account/dashboard and you can claim it according to the reward terms provided.
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No. You can spend Progress for rewards or convert it to product credit at any time.
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Currently, you can only spend Progress on one reward at a time. However, you can convert Progress to product credit in that same transaction. In a future state, you will be able to select multiple rewards at once.
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No. Progress is made on the product subtotal only.
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Yes. You make Progresson the final purchase amount after discounts, and promo codes are applied, but before taxes and shipping.
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Progress you made from a returned item will be removed from your account.
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Any Progress used on a canceled order will be returned to your account.
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Standing is built by you. As you make Progress, your Standing builds—and what you have access to grows with it. As a Loyalist, you access the First, Second, and Third Standings—each with its own set of additional benefits.
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Your Standing updates automatically when you earn enough Progress to reach the next Standing level.
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The Progress you make throughout a calendar year applies immediately to that year, and the highest Standing you achieve by the end of that calendar year applies to the following calendar year. For example, if in 2026 you achieveThird Standing, you enjoy the additional benefits that Standing unlocked for the remainder of 2026, and you begin 2027 at Third Standing. At that time, you have the opportunity to begin making Progress again in 2027, to apply toward the remainder of that same year, and the following year (2028).
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Total Rewards offers a variety of benefits, including free shipping, access to product credit, a birthday gift, exclusive experiences, special offers, and other rewards based on your Standing level.
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Your existing Counter product credit will automatically convert to Progress when Total Rewards launches on July 1. Your converted balance will appear in your dashboard automatically—no action is required.
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Yes. Learn more about becoming a Partner here: https://www.counter.com/pages/learn-about-becoming-a-counter-brand-partner
Checkout+
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We’ve partnered with Onward to offer Checkout+, an optional order upgrade with protection for eligible lost, stolen, or damaged shipments. Checkout+ also includes carbon offsets for your protected shipment and a free $10 sponsored donation that you can direct to one of three charities aligned with Counter’s mission.
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Checkout+ costs approximately 3% of your order subtotal, with a minimum charge of $1.55 USD. The exact fee may vary slightly based on the available pricing increments.
For Canadian orders, the minimum is converted to CAD at the time of purchase. Your exact Checkout+ charge is displayed before you complete checkout. -
Checkout+ covers eligible shipping issues, including packages that are lost or stuck in transit, marked delivered but not received, damaged in transit, missing items, wrong items, and packages returned to sender. Coverage windows and eligibility requirements apply.
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Checkout+ does not cover standard returns or exchanges, a change of mind, dissatisfaction with a product, or late delivery when no other covered shipping issue has occurred. For these situations, please contact our Customer Experience team.
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Select File a claim in your Onward confirmation email, or visit our Onward claims portal HERE. Enter the email address and order number associated with your purchase, then follow the prompts. Our Customer Experience team can also help submit a claim for you.
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Claim windows depend on the issue:
- Damaged items: File within 15 days after delivery.
- Marked delivered but not received: Wait 2 days after the carrier marks the package delivered, then file within 15 days of that delivery date.
- Items missing from the package: Wait 1 day after delivery, then file within 15 days of delivery.
- Lost or stuck in transit: Claims can be filed after 10 days without a tracking update, but no later than 30 days after the ship date.
- Wrong Item Received: Within 45 days after delivery.
- Returned to Sender: Within 45 days after the ship date.
Please report issues promptly so your claim can be handled within the applicable window.
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Have your order number, email address, and a description of the issue ready. For damaged, missing, or incorrect items, please provide clear photos showing the issue and what you received. Onward may request additional information during its review.
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Depending on your claim, available options may include a replacement or a refund for the affected items. You can indicate your preferred resolution when submitting your claim. All claims are subject to review and approval.
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Onward resolves claims in 1 business day on average. This is an average, rather than a guaranteed timeframe. Claims requiring additional information may take longer.
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Please provide all requested information within 15 days of filing your claim. Providing only part of the requested information does not extend this deadline. If the required information is not received, your claim may be marked unqualified.
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Approved refunds are returned to the original payment method and generally appear within 5–10 business days, depending on your bank.
Approved replacements are created as new orders and shipped through our normal fulfillment process. You’ll receive a new order number and tracking information once your replacement ships.
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Use the status link in your Onward claim confirmation email. If you need help, contact our Customer Experience team with your claim number.
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Please contact our Customer Support team via our Contact Us page for help with your shipment. We’ll review the issue and assist under our standard shipping policies.
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Yes. You can remove Checkout+ until your order ships. To remove protection, use the downgrade option at the bottom your Onward confirmation email. Once your order has shipped, Checkout+ can no longer be removed.
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Editing your order after checkout does not affect coverage of your order. Your Checkout+ fee stays the same, even if your order subtotal changes.
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Shipping generates greenhouse gas emissions as your package travels to you. With Checkout+, Onward offsets the estimated emissions from delivering your order by funding verified projects that remove or prevent an equivalent amount of emissions, such as forest protection or methane capture.
Onward works with Cool Effect, a nonprofit organization that vets the carbon projects it supports. This benefit is included automatically with Checkout+ at no additional charge.
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Onward estimates shipping emissions using factors including your package’s weight and the distance it travels. Those estimated emissions determine the amount offset through verified carbon projects.
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No. Carbon offsets are automatically included when you purchase Checkout+. There is no separate selection or additional carbon offset charge.
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Checkout+ includes a free $10 sponsored donation that you can direct to one of three charities aligned with Counter’s mission. Completing the charity selection process unlocks the donation, which is paid by a donor sponsor directly to the charity at no additional cost to you or Counter.
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Look for A Gift That Gives Back in your confirmation email from Onward and select Choose your cause. Choose a charity, enter your email address, and select Unlock this gift to complete your redemption.
If you can’t find the email, check your inbox and spam folders for a message from Onward about your Counter order.
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No. There is no deadline to select a charity for your free $10 sponsored donation. Use the link in your order confirmation email to make your selection whenever you’re ready.
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The donation does not come from your order payment or Checkout+ fee. It comes from philanthropic donor funds through the Inspired Foundation. Completing the charity selection process unlocks those funds for your chosen cause.
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Once you complete your charity selection, your redeemed gift is recorded for donation fulfillment. The donor sponsor pays the nonprofit according to the campaign’s agreements, so timing varies. Redeeming your gift unlocks the donation but does not mean the funds are transferred immediately.
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You can choose from three participating charities aligned with Counter’s mission. The available organizations will be shown when you follow the selection link in your order confirmation email.
The three charity options currently are:
- Baby2Baby: Supporting children and families in need with essential resources.
- Stand Up to Cancer: Funding cancer research
- Dress for Success: Helping Women Build Confidence and Careers
These three nonpartisan 501c3 organizations were selected because their missions align with Counter’s values and legacy of supporting women, families making safer choices, and overall well-being. Together, they represent meaningful ways to make a tangible impact by supporting children and families in need, advancing cancer research, and empowering women to build stronger futures.
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Shipping protection, carbon offsets, and the free $10 sponsored donation are included with Checkout+. These benefits are available when you purchase Checkout+ for your order.
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Yes. Checkout+ is available on our US and Canadian sites.
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Checkout+ supports subscription orders,on your initial purchase. It does not automatically apply to recurring orders at this time.
