FREQUENTLY ASKED QUESTIONS
Products and ingredients
Are your products vegan?
Yes. All of our products are certified vegan and cruelty-free. We do not, and will not, test on animals.
Are your products organic/natural?
Our formulations are developed with a blend of botanical and laboratory-made ingredients. We don’t use synthetic fragrance, and work to a strictly ‘clean’ ingredient framework to ensure our formulations are safe for use (and safe for the environment). You can read more about it here.
Where can I find a full list of ingredients?
Each product page on our website features a complete list of ingredients, in addition to detailed information on key active ingredients.
I have sensitive and/or blemish-prone skin. Is it safe to use your skin care?
Our formulations have been dermatologically tested. They are non-comedogenic and suitably gentle for most skin types; however, if you have a tendency to reactivity, or have a specific skin condition such as eczema, we recommend consulting with your physician or dermatologist before trying a new product. We also suggest patch testing prior to applying the product to your face.
Where are your products made?
Our formulations are manufactured in the United States.
What is your testing process?
Initially, our formulations are tested by our team; later, they also pass through a number of third-party testing facilities to confirm their safety and efficacy. We do not, and will not, test on animals ourselves; nor through a third party.
Do you offer samples?
In an effort to minimize waste, excess packaging, and air freight, we’ve decided not to offer samples. At present, our formulations are available to sample in-person only at Dover Street Parfums Market—a long way from the Mojave, we know. We’re quietly confident you’ll love our formulations and their fragrances, but if you have any questions before making a purchase, we’re here to help. Feel free to contact us at support@twentyninepalms.com.
I had an adverse reaction to one of your products. What should I do?
We’re sorry to learn of your experience. Please tell us more at support@twentyninepalms.com.—we’d like to know more about which product(s) you used, and your reaction.
Environmental responsibility
Is your packaging sustainable?
From the beginning, some of our most important—and most complex—conversations have focused on packaging. Across our skin care range and for our Hand Cream, we used glass and aluminum, which are highly recyclable. Biophotonic MIRON glass was chosen for the skin care range. This material helps ensure the stability of the products and protects natural ingredients from degradation.
For safety in the bathroom, our body and hair formulations are packaged in 100% post-consumer recycled (PCR) plastic vessels with reusable pumps. Using 100% PCR reduces the need for the production of new materials, and helps to create value for recyclable plastics already in circulation. Our bottles can also be recycled after use.
Our shipping boxes are made from 100% recycled paper. They’re also free of plastic coating, which means they’re readily recyclable.
For safety in the bathroom, our body and hair formulations are packaged in 100% post-consumer recycled (PCR) plastic vessels with reusable pumps. Using 100% PCR reduces the need for the production of new materials, and helps to create value for recyclable plastics already in circulation. Our bottles can also be recycled after use.
Our shipping boxes are made from 100% recycled paper. They’re also free of plastic coating, which means they’re readily recyclable.
Where do you source your ingredients?
Our ingredients are sourced from reputable suppliers across the globe. In searching for a particular ingredient or supplier, we consider quality, carbon footprint, labor conditions, and environmental impact.
Do your products contain Palm Oil?
Our products contribute to the production of certified sustainable palm oil following the Mass Balance supply chain model as a minimum standard.
Shipping, delivery, and returns
How can I track my parcel?
Your confirmation email will contain an order number. This can be used to track your shipment.
What is your returns policy?
We’re quietly confident you’ll love our formulations and their fragrances, but if they don’t meet your expectations, please get in touch at support@twentyninepalms.com.
Do you ship internationally?
At present, we ship to the US, Canada, Europe, and the UK, but we’re looking to expand in the future.
My item(s) arrived damaged.
We apologize for the inconvenience—please contact us at support@twentyninepalms.com so we can arrange for a replacement product to be sent to you.
About Twentynine Palms
What’s the story behind the name?
Twentynine Palms takes its name from the city known as the gateway to Joshua Tree National Park. The desert has long been a source of replenishment and inspiration for creatives, travelers, spiritual seekers, and many more. The Mojave, in particular, is celebrated for its eclecticism and the sense of freedom it offers. We want to bring a little of this into people’s homes—a sense of openness and possibility.
Where should I direct a media inquiry?
Please contact us at media@twentyninepalms.com. We look forward to hearing from you.
What is Jared Leto’s role in the company?
Jared is one of our co-founders. His role includes strategic overview, business and product development, creative influence, investment, and marketing. He’s a seasoned entrepreneur whose previous investments have included Uber, Spotify, Airbnb, Slack, and plenty more.
