Frequently Asked Questions
PRODUCT RELATED
Where can I purchase found® products?
You can purchase found® products via our website or at select Walmart locations, and on Walmart.com. Use our store locator to see if there is a store near you.
What is your Animal Testing Policy?
found® formulas are never tested on animals.
How can I find out what ingredients are in my product?
Ingredients are listed on individual product pages and on the product labels. You can also check out our Miracle Ingredients list to learn more about ingredient properties and ancient rituals to inspire your beauty routine.
Are your products vegan?
In order to have the most efficacious products possible, some of our products do contain beeswax and a natural colorant from animal source. However, many of our products would be considered vegan so check the ingredients listing on each product. If you have a product specific question and would like more information, please contact us.
Do you have a list of the products that are considered vegan?
Not at the moment, we are working to note the Vegan products on our website so stay tuned.
Are your products gluten free?
We work to avoid known allergens including gluten but can’t guarantee against cross contamination. We always recommend you should check with your physician prior to using a product if you suffer from any allergies.
Do your products contain Talc?
None of our found® products contain talc.
Are your products non-comedogenic?
We work to avoid known allergens including gluten but can’t guarantee against found® products are formulated to avoid raw materials that have been noted as comedogenic. We do not specifically test for non-comedogenic.
Can you tell me more about the number system on the skin care packaging?
Each skincare item is labeled with a step number to make it easy to customize your own beauty routine. Mix and match products from our different collections then follow the number sequence for optimal results.
1. Cleanse – prep skin by removing any traces of makeup, oils and debris
2. Treat – specialty items with targeted efficacy for certain skin issues
3. Hydrate – all about moisture and hydration for your individual skin type
Enhance – non-daily products for extra added skin improvements
My question isn’t addressed here. How can I contact you?
For general and product related inquiries including product information, partnerships and distribution, you can contact us via email at info@discoverfound.com or call 1-855-895-6980.
SHIPPING & HANDLING
I placed an order. When will my order ship?
Orders are shipped within 2 business days after the order has been received. You will receive an email notification once your order has shipped along with tracking information.
What is your shipping policy?
Orders placed by 12:00 noon Eastern Time, Monday through Friday, will be processed on the same day. Orders received after that time or on the weekend will be processed the next business day, with the exception of Holiday or high volume timeframes. Once an order has been processed and shipped, it typically takes 3-7 days to arrive using Ground shipping, depending on the destination. Expedited orders using Two-Day or Overnight delivery should arrive the designated number of business days after being shipped. Saturday and Sunday delivery are not available.
Do you offer free shipping?
Yes, we offer free standard shipping within the US on orders of $25 or more.
Do you ship to P.O. Boxes?
Yes, we can ship to P.O. boxes via USPS Ground shipping only. Orders to such as addresses are not eligible for expedited shipping.
Where do you currently ship to?
We currently ship to the 50 united states plus the District of Columbia, Puerto Rico and the Virgin Islands.
Do you ship internationally?
Unfortunately, we do not ship internationally at this time.
How do I track my order?
You can track your shipment using the tracking number and carrier link that is provided in your shipping confirmation message
For more information, please see our current shipping and returns policy.
ORDERING
Do I need to set up an account to place an order?
No, but if you do, you can store your billing address, multiple shipping addresses, join our mailing list and easily check your order status. And we can contact you if there's a problem with your order. If you choose not to create an account, simply select “Guest” at checkout.
Can I change or cancel my order once I've placed it?
Due to our fast fulfillment processing, we unfortunately are not able to change or cancel your order after it has been placed. Please refer to our shipping and returns policies for more information on returns.
What do I do if my package is lost or stolen?
Once an order has successfully been picked up by USPS / UPS, Found is no longer responsible for lost or stolen packages. Please contact USPS (800-ASK-USPS) or UPS (800-PICK-UPS) to file a claim using your tracking number for your order.
Who can I talk to about the status of my order?
If you have a question regarding the status of your recent online order, you can contact us via email at orders@discoverfound.com or call 1-855-895-6980.
I emailed/called your customer service team. When should I expect a response?
A discoverfound.com team member will respond to your email or phone message within 24-48 hours.
RETURNS & EXCHANGES
What is your return/exchange policy?
Discoverfound.com offers a 30-day satisfaction guarantee. If you are unsatisfied with your purchase from discoverfound.com for any reason within 30 days of your original purchase date, you may return your purchase for a full refund of the purchase price, less original shipping and handling fees. Shipping costs will never be refunded unless a shipping error was made by discoverfound.com. Examples of shipping errors include incorrect shipping service used after customer selected and paid for other service, incorrect product was shipped, or the product was unusable due to damage incurred during shipping.
In the case of exchanges, we recommend you place a new order for the replacement product and we will then issue a credit after the returned goods are received and processed. Exchanged products will be charged a new shipping and handling fee and you may select the method of shipping at checkout. Exchanged products will be charged a new shipping and handling fee and you may select the method of shipping at checkout.
My order arrived damaged or I received the wrong item. What should I do?
Use our Return Request tool to request a return and get a return label. Click here to start a return request.
I have not received my order confirmation, what should I do?
If you have not received your order confirmation within 24 hours of placing your order, please contact us via email at orders@discoverfound.com or call 1-855-895-6980.
I purchased a found® product from Walmart or jet.com, can I return it to you?
Products purchased from other retailers or other e-commerce sites may not be returned to discoverfound.com, even if they are found® branded products. Please refer to Walmart or jet.com’s return policies for more information.