Help centre
Frequently asked questions
Answers about our bison tallow skincare, shipping and orders. If you don't see your question here, we are always happy to hear from you.
About our products
Why does the scent last all day?
Tallow releases essential oils slowly instead of letting them evaporate the way alcohol-based perfume does, so a little applied in the morning is usually still there in the evening.
Is bison tallow safe for sensitive skin?
Bison tallow is similar in makeup to the oils your own skin produces, so it absorbs well without clogging pores. Every product lists its full ingredients, and we make unscented options for people with reactive skin.
What makes bison tallow different from beef tallow?
Bison is leaner than beef and is raised on grass, and it also carries the cultural meaning at the centre of our work, which is a difference you can feel in the texture as well as the story.
Where are your products made?
Karren and Jenny handcraft everything in small batches in Boyle, Alberta, on Treaty 6 Territory.
Shipping and orders
How much does shipping cost?
Orders of $75 or more ship free anywhere in Canada. Under $75, you pay the live Canada Post rate for your address, and on any order you can choose a faster service at checkout if you like.
Do larger orders get anything extra?
Yes. Orders of $75 or more ship free, orders of $125 or more get 10% off, and orders of $150 or more also come with a free limited edition gift ($45 value). The gift is a small batch you will not find in our regular lineup, and we add it to your cart for you.
How long will my order take to arrive?
We pack and ship orders within 1 to 2 business days of payment, although it can take a little longer during busy seasons or when we are away at events. If processing takes more than 3 business days, we upgrade your shipping to an expedited service. We ship with Canada Post, Purolator or UPS, and delivery usually takes 1 to 7 business days after your order leaves us. You will receive a tracking number by email as soon as your order ships.
Do you ship outside Canada?
Right now our online store ships within Canada only. If you live elsewhere and would like to order, email us at admin@earthextracts.ca and we will see what we can do.
Can I change or cancel my order?
Yes, as long as it has not shipped yet. Email admin@earthextracts.ca as soon as you can and we will update the order or refund it in full. Once an order has shipped it can no longer be cancelled.
Returns and help
What is your return policy?
Every order is covered by our 30 Day Love It Guarantee. If a product is not right for you, email admin@earthextracts.ca within 30 days of delivery and we will help with an exchange, store credit or a refund. Products need to be gently used with most of the product remaining, returns are subject to approval, and return shipping is paid by the customer. You can read the full details in our Refund policy.
What if my order arrives damaged or wrong?
Please check your order when it arrives. If anything is damaged or not what you ordered, email admin@earthextracts.ca within 48 hours of delivery with a photo and we will send a replacement or give you a refund at no cost to you.
How can I reach you?
Email admin@earthextracts.ca, Monday to Friday between 10am and 3pm Mountain Time. We are a small team making everything by hand, so please allow 1 to 2 business days for a reply.
Do you offer wholesale or private label?
We do. Retailers can learn about stocking our products through our Wholesale Partnership Program, and wellness entrepreneurs can create their own line through our Boutique Private Label Service.
Still have a question?
Send us a note and Karren or Jenny will get back to you within 1 to 2 business days.