Help & FAQ
Q: How do I refill my Pogo Lip Balm?
A: Here is a link to a video tutorial on our youtube channel.
Q: What is Ocean Bound Plastic™?
A: Ocean Bound Plastic is plastic collected from coastal landfills at risk of entering our oceans and turned it into a sustainable and reliable plastic resin that can be used in the manufacturing of “good” plastic products, like the Pogo® Lip Balm. Ocean Bound Plastic is not only reused plastic, it is also recyclable.
Q: What do I do with empty refill containers.
A: We encourage reusing with all of our products. You can customize your Pogo Lip Balm by switching the caps from the Lip Balm Refills. Our refill containers are fully recyclable, but you can always reach out to firstname.lastname@example.org to return any unwanted or extra components.
Q: What are the main ingredients in the Pogo Lip Balm?
A: All of our ingredients are 100% natural and organic. Here are the main ingredients in our formulas: Organic Helianthus Annuus (Sunflower) Seed Oil, Organic Cera Flava (Beeswax), Organic Theobroma Cacao (Cocoa) Seed Butter, Organic Cocos Nucifera (Coconut) Oil, Mixed Tocopherols (Vitamin E), Organic Rosmarinus Officinalis (Rosemary) Leaf Extract, Organic Calendula Officinalis (Calendula) Flower Extract.
Q: Is your cocoa butter sustainably sourced?
A: The cocoa butter in our lip balm formula is sustainably sourced.
Q: I just opened a new refill and noticed some white marks on the balm. What is this?
A: This is the cocoa butter in our natural lip balm. The cocoa butter molecules try to find their way back to each other over time, resulting in what is called blooming. These are the fats from the cocoa butter moving to the surface of the balm. These white marks do not affect the lifespan or the quality of our lip balm and will disappear with use.
Q: Does the Pogo Lip Balm contain SPF.
A: Our lip balm formula does not currently contain SPF.
Q: What are the benefits of using the Pogo Lip Balm?
A: The Pogo Lip Balm is a hydrating, ultra-moisturizing lip balm. It acts as a long-lasting barrier for cold, windy days when the skin is the most sensitive and prone to being dry, cracked or chapped. This balm is also beneficial for nourishing your lips with natural and organic ingredients.
Q: Are you certified vegan or cruelty-free?
A: All of our lip balms are certified cruelty-free with Leaping Bunny. We offer a collection of Vegan lip balms and a collection of Natural Lip Balms. Our Natural collection is not vegan as it contains beeswax.
Q: My new vegan lip balm refill looks cracked, is it okay to use?
A: The appearance of cracking in some of our vegan balms is simply a characteristic of our vegan formula and does not effect the function and usability of the lip balm.
Q: How do I remove and recycle the nylon bristles from my Bamboo Toothbrush?
A: The bristles can be removed using any clamping tool, such as a pair of pliers. Because they are so small, we recommend placing them inside another plastic item that you are recycling, such as a bottle.
Q: How do I properly dispose of my bamboo toothbrush?
A: To properly dispose of the bamboo toothbrush, you must remove the nylon bristles using any clamping tool and recycle them. The bamboo handle can be composted. You can also up-cycle your toothbrush prior to recycling and composting by using it for cleaning/scrubbing.
Q: When should I stop using my Bamboo Toothbrush?
A: Dentists recommend replacing your toothbrush every 2-3 months or when the bristles have frayed.
Q: How do I properly dispose of my Reed Straws?
A: Our Reed Straws can be composted.
Q: When should I stop using my Reed Straw?
A: If your reed straw begins breaking down or cracking, it’s time to compost it. Durability of each straw depends on usage, but with proper care, can last up to 12 months. To clean, use the included straw cleaning brush and wash with warm soapy water after each use. Let completely air dry.
Order Status, Shipping & Returns
Q: I didn’t receive an order confirmation email. What do I do?
A: Check your spam/junk folder. If you still have not received please contact us at email@example.com.
Q: I received my shipment confirmation email, but there is no tracking number. Why is this?
A: The flat rate shipping option selects the most cost effective method, which does not always include a tracking number. Please allow 14 days from shipment to receive your package. If you do not receive it within that time, please reach out to us at firstname.lastname@example.org with your order number and we will investigate.
Q: How long will my order take to deliver?
A: All orders are guaranteed to ship within 2-3 business days. Transit time ranges from 2-14 days depending on delivery location.
Q: Do you ship internationally?
A: We currently ship to the USA and Canada.
Q: How long after an order is placed can I make changes or cancel?
A: We try to get orders picked & packed as soon as possible once placed. Please contact us immediately if you wish to make changes or cancel. If we receive a request and your order has already shipped, it will have to be shipped back to us upon receipt to make changes or cancel.
Q: How can I return an item I don’t like or no longer want?
A: If you are not satisfied with an item from your purchase and would like to return it, contact us at email@example.com with your order number and reason for return within 30 days of placing your order. Please note that we can only refund orders if the products have not been used.
Q: Can I buy Pogo products in store?
A: Pogo products can solely be purchased directly from our website at this time.
Q: My order is missing an item/has an incorrect item. What should I do?
A: Please contact us at firstname.lastname@example.org with your order number and the item(s) you are missing.
Q: What forms of payment does Pogo accept?
A: Pogo accepts all major forms of payments including American Express, Apple Pay, Google Pay, Mastercard, Paypal, and Visa.
Q: What are Pogo’s authentic social media handles?
A: Instagram: @mypogolips
Facebook: Pogo Lip Balm
Youtube: My Pogo Life