Home > Q&A > PACKAGING QUESTIONS

Q: Why won't the pump to my cleanser open when I turn it the right way?
A: Make sure the cap is secured on the bottle. During transit sometimes the caps loosen up (especially since we ship from high-altitude Colorado to other areas of the country). Once the cap is tightened, turn the pump and it will easily pop up for dispensing.

Q: Why are some of your products filled to the top and others aren't?
A: Our formulas vary in density and are filled by weight not volume. All products are precisely weighed and filled according to the label (1 oz., 2 oz., 4 oz., etc.). Contents of some products may also settle when shipped from our high-altitude location.

Q: Why do some products squirt out unevenly when pumped?
A: Some products can get plugged without consistent use (especially natural, gel-based products). Try using a toothpick or safety pin to unclog the pump spout so product dispenses evenly or push down on the pump and pump product out directly into your hand to remove the hardened gel, which will allow the product to flow out evenly again.