Customer Service

Have a question? Hopefully you'll find what you need here...


How do I use the line for best results?
I have sensitive skin. Will your products work for me?
Will you be releasing any new products soon?
When will my order ship? How long will it take?
Do you offer free shipping?
What's the deal with international orders?
Will I get an order confirmation?
Can I return my products if I'm not happy with them?
I just placed an order prior to your newsletter offer, am I eligible for this special promotion?
How do I get in touch with a real human being?

How do I use the line for best results?

Start with our face wash to cleanse your skin. Once your skin is clean and dry, apply our face balm. Then take a face wipe for one-stop rebooting (clean, brighten, soothe, hydrate) on the go. That’s it! For guys who shave, there are a few extra steps: after you wash your face, shave. Then apply the tonic as an after-shave splash before finishing with the balm. Boom!

 

I have sensitive skin. Will your products work for me?

Yes, they should work really well for you. We designed our products for people with sensitive skin and avoid formulating with irritating, synthetic ingredients. Try the line and see for yourself: If you don’t experience a noticeable improvement in the way your skin looks and feels within 30 days of starting to use our products, we’ll happily offer you a refund, no questions asked. Please note: returns are only accepted for US orders.

 

Will you be releasing any new products soon?

You bet. We have a number of new products in the works and can't wait to get them into your hands. For launch announcements we suggest signing up for our newsletter (see footer on any page for NL sign-up box). In the meantime, if there's anything you really want to see from Ursa Major, we would love to hear from you!

 

When will my order ship? How long will it take?

Orders placed before 11:00 AM EST will ship that day and usually arrive within 2-5 business days (US). International orders usually take between 2-4 weeks to arrive.  Please note: we cannot accept responsibility for lost or stolen packages which have been confirmed as delivered to the shipping address.

 

Do you offer free shipping?

We offer free standard shipping on orders of $50 or more in the US. Customers choosing expedited shipping will pay market rates (calculated automatically when checking out). We don't inflate our shipping fees - you pay exactly what we pay.

 

What's the deal with international orders?

We happily ship overseas and offer flat-rate $9.95 standard USPS First Class shipping up to 10 lbs. Orders can take 2-4 weeks to arrive, depending on the country, and tracking information is only available while the package is in the US. Expedited shipping services are also available (use our shipping calculator during check-out to get a feel for rates). Please note: overseas customers are responsible for any applicable local duties and/or sales tax (check this duty calculator for duty and sales tax rates in your local market). We cannot make changes to any of the international shipping forms (marking orders as gifts, etc).  We cannot accept responsibility for lost or stolen packages which have been confirmed as delivered to the shipping address.

 

Will I get an order confirmation?

Customers receive an email confirmation when their order is received and again when their order is shipped (with tracking information). If something doesn’t look right, please let us know.

 

Can I return my products if I'm not happy with them?

Absolutely. If you’re not satisfied with any of our products for whatever reason, return the product with your original packing slip within 30 days for a full refund or exchange (your call) to: Ursa Major, Attn: Returns, One Stowe Street, 2nd Floor, Waterbury, VT 05676. Please note: returns are only accepted for US orders.

 

I just placed an order prior to your newsletter offer, am I eligible for this special promotion?

We can apply promotions, on request, if your order was placed within an hour from the time we sent out the offer.

 

How do I get in touch with a real human being?

If you still can’t find an answer to your question, or would like to give us some feedback, email [email protected], chat us, or give us a call at 802 560-7116.