Frequently Asked Questions
There’s a lot of conflicting information out there! No worries, we are here to help. Go to the "Learn the Routine" page to check out our recommended regimen and tips on how to layer products. If you have more questions, email us at email@example.com and we’d be glad to help you find the right products.
Our Overnight Renew Night Serum is currently in the final stages of development. We anticipate to have it available for purchase very soon! You can subscribe to our newsletter for updates on our latest new products.
Emdash products are formulated and manufactured in California.
While we source ingredients from all over the world, we only select the highest quality raw materials from reputable producers. Our manufacturing facilities adhere to Good Manufacturing Practices (GMPs) and are certified by independent agencies to be in good standing.
No. We use only ingredients that we consider safe and non-toxic. Both natural and synthetic (lab-made) ingredients can meet this standard and we use both.
Many natural ingredients are great for skin. But some can be sensitizing—meaning that an undesirable reaction can develop from repeated use. As a result, we take a common sense approach to deciding what ingredients to include in our formulas. In many instances, a lab-made ingredient is more effective, more sustainable, and poses less risk of adverse reaction.
Our ingredients are carefully selected on a case-by-case basis. Both natural and synthetic options are evaluated to optimize for safety, efficacy, and sustainability.
See our Ingredient Standards for more details.
We consider our products to be clean by the high standards we set for ourselves. Unfortunately, there is no standard definition of "clean beauty" and increasingly, the designation feels like a moving target because what we know about skincare changes so quickly.
We take a balanced approach to formulation. We use ingredients that are proven safe by experts and current clinical studies while being aware that there are many ingredients that consumers may just feel uncomfortable using. Additionally, we avoid ingredients that aren't well studied. We may incorporate them in future formulations if studies support that they are safe and effective.
For more information, you can view our Ingredient Standards. It is a living document that is continually evolving to incorporate the latest findings in cosmetic safety and skin science.
Yes! Not only do we put our products through industry standard testing to ensure safety, we also engage in enhanced testing to make sure that we are delivering the best formulas possible.
All formulas are subjected to repeat insult testing to check for potential allergic reactions and sensitization. Products designated for use around the eye must pass ocular irritation testing. Everything is dermatologist reviewed and approved.
We go one step further when it comes to products with the most sensitive actives that can degrade quickly once produced. Our testing ensures that these key actives remain at acceptable concentrations over time so you can be confident that you're always using formulas that work.
Yes! We are vegan, cruelty-free, and Leaping Bunny certified.
We do not test on animals or use any animal-derived ingredients.
Some of our products contain soybean oil and gluten. We do manufacture in a facility that may also handle nut-derived ingredients.
Always consult your doctor before using a new product. If you are pregnant or breastfeeding, avoid the Overnight Renew Retinol Serum.
Unfortunately, we don’t have samples at this time.
If you receive a new product that will not begin to dispense product after several priming pumps, turn the product upside down and pump 10-20 times. Stop and use normally once product begins to dispense.
If that does not work, store the product upside down for 1 hour and try again.
If you are still having issues, please contact us at firstname.lastname@example.org and we would be happy to assist or replace your product.
Outer cartons are made of 100% FSC certified paper and can be recycled with your normal paper recycling.
Our bottles and caps are made of 45% PCR (post-consumer recycled) plastic. We chose PCR Plastic because it is a recycled material that can then be recycled again.
Did you know that many airless bottles contain metal springs inside the pump that you can't see? When these get sorted for recycling, they are picked up by sorting magnets and sent to the landfill. Our pumps and bottles do not contain any metal so you can recycle the whole thing (bottle, pump, and cap) together as plastic.
Every recycling program is different so make sure you check to see what your local recycling facility accepts. More specific recycling information can be found on each product page.
Ordering and Subscriptions
We accept Visa, Mastercard, American Express, PayPal, and ShopPay. We don’t accept prepaid cards, money orders, or checks.
Emdash is required to charge sales tax based on state and local tax laws. Your sales tax rate can vary due to factors like the type of item purchased, your delivery address, and the shipping cost.
No, we do not but we hope to offer gift cards in the future.
Yes, you can add a special message in the text box found in the shopping cart.
First, make sure that you are logged into your customer account. Then click here to access your subscriptions portal. You can also find the link to manage subscriptions in your order confirmation email.
On the week that your subscription is due to renew, your order will be initiated at 5am Pacific Time on the same day of the week that you created the initial order. Your payment method on file will be charged shortly after that.
You can pause, cancel, and edit your subscriptions via the link in your order confirmation email or by logging into your customer account on the Emdash website and navigating to the subscriptions portal.
Yes! We offer free standard shipping to orders within the continental US. Standard shipping to Alaska and Hawaii is $10.
Free shipping only applies to standard shipping options.
We ship only within the United States.
At this time, we do not ship internationally, to APO/FPO addresses, or to US Territories.
Yes! However, expedited shipping is not available for P.O. Boxes.
Orders placed before 1PM PST Monday-Friday will be processed the same day. Orders placed after 1PM PST Monday-Friday will be processed on the next business day. We do not ship on weekends or holidays.
Once your order has been transferred to our shipping partners, you will receive an email with your tracking information and estimated delivery date.
With standard shipping, orders are expected to arrive 2-7 business days after processing.
Expedited orders and all shipments to Alaska and Hawaii are expected to arrive 2 business days after processing. Order by 1PM CST for same day processing.
While we try to ship orders out as soon as possible, please be aware that shipping times are not guaranteed. Check your tracking information for updates from couriers.
If you are unhappy with our products, we would love the opportunity to make things right. Please reach out to us at email@example.com within 30 days of receiving your product and we would be glad to help. When emailing, please include your name, order number, and a description of your issue. Please see our Terms of Service for more details on our return policy.
To return your product, email firstname.lastname@example.org. Include your name, order number and the reason for requesting the return. A member of our team will provide you return instructions within 1-2 business days. Please note that you are responsible for return shipping costs.
Put your return item securely in the product’s box and include the original packaging if available. Otherwise, pack your return in a well-padded envelope or box to prevent damage during shipping. Empty product boxes with no products included will not qualify as a return.