Customer Care

We’re here to help.

 

At hi. Apothecary, we craft our products with care using raw, natural ingredients — and that means a few beautiful things:

• Batch Variations:

Each batch may vary slightly in color, texture, or scent. This is completely normal and a result of working with unrefined ingredients like grass-fed tallow, botanicals, and essential oils. Quality and effectiveness remain the same.

• Melting & Texture:

Our tallow-based products are temperature-sensitive by nature. In warm weather, they may soften or melt in transit. This does not affect product quality or performance. If your balm arrives soft, simply pop it in the fridge for a short time to reset its texture. Store out of direct sun and avoid heat when possible.

• Storage Tips:

Keep your balms and creams in a cool, dry place. Use clean hands when dipping into jars to maintain freshness.

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Have a question? Reach out anytime at thehiapothecary@gmail.com.

 

Returns & Refunds

We want you to love your skincare. If something isn’t right, please contact us within 7 days of delivery so we can make it right.

Due to the natural and perishable nature of our products, we can’t accept returns once an item has been opened. However, if your order arrives damaged or incorrect, we’ll gladly offer a replacement or refund.

Please reach out to thehiapothecary@gmail.com and we’ll be happy to help.