Hello Dale,
Did you receive the emails we sent you on 7/21 and 8/24? We didn't receive replies so weren't sure how you wanted to proceed.
We haven't used the small plastic plugs for many years (about 5-6), in fact it was something we stopped doing at the request of our customers who indicated it should be a priority to cut down on the usage of small plastic that wasn't recyclable/reusable. Our gallons are now heat soiled with a foil disc, but it sounds like you received one where the foil didn't seal properly or was damaged in transit.
We put a lot of love (and hard work!) into making, bottling, and packing our formulas, and we never want anyone to have a bad experience with our products or for them to go to waste. Unfortunately we don't have control over the delivery experience so sometimes there are incidents and damages, but we do our best to make it right!
In July we requested a photo of the gallon so we could see if the damage was minimal, in which case customers often appreciate a partial refund or credit toward a future order. If the damage was extensive we could offer full replacement. Either way a customer can always return the item if they choose to send it back for a full refund within 30 days. The photo also helps us determine what went wrong during delivery. It could show us that a heat seal failed and the lid leaked, or it could show extensive damage as a result of poor handling by the courier, we've even seen packages with tire marks on them! It can help us determine if we need to try to switch couriers, etc. Either way, we try to make it right with our customers.
Originally we offered the choice of a replacement gallon or a refund but never heard back. We'll go ahead and initiate a refund now.
Hello Andrea,
We are so sorry to hear that you haven't received your package. According to the tracking history, it stalled out on its delivery journey with USPS as of 6/8/26. Since the package is out of our hands, we aren't sure what happened or if USPS damaged or lost the package, but we will ship a new one out to you right away. If you ever notice that tracking stops updating, or delivery is taking an unusually long time, please check in with us so that we can help. The best way to reach out to us is by emailing info@equiderma.com and we will do everything we can to help! Please keep an eye out for a new order confirmation email, as well as a new tracking number for the new package.
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