Frequently Answered Questions
Returns & Refunds
What is your return policy?
What is your return policy?
We want you to love everything you order.
Because our products are made fresh in small batches, we can only accept returns on unused and unopened items within 30 days of delivery.
Opened or used products are final sale for safety and hygiene reasons—we're sure you understand.
For full details, please visit our Shipping & Returns page.
What if my order arrives damaged or incorrect?
What if my order arrives damaged or incorrect?
Oh no! If something arrives damaged or isn't what you ordered, please email us at hello@hudsonvalleyskincare.com within 7 days of delivery. Include your order number and a quick photo of the issue.
Please don't ship damaged items back—we'll take care of you, we promise.
How do refunds or replacements work?
How do refunds or replacements work?
Once we receive and inspect an eligible return, we'll offer one of the following:
- A refund to your original payment method
- A replacement item
- Store credit for a future purchase
Shipping costs are non-refundable. You're responsible for return shipping unless the mistake was ours (in which case, we've got you covered)
Orders & Shipping
How do I check the status of my order?
How do I check the status of my order?
Once your order has shipped, you’ll receive an email with tracking information. Please allow up to 48 hours for tracking to update.
If you haven’t received your order within 10 business days of receiving your shipping confirmation email, please contact us at hello@hudsonvalleyskincare.com with your name and order number.
Where can I find your shipping policy?
Where can I find your shipping policy?
You can view our full shipping policy here.
Quick summary: Orders over $60 ship free. We typically ship within 1-3 business days. Standard shipping takes 3-7 business days once your order leaves us.
Local Pick-Up
How does local pick-up work?
How does local pick-up work?
If you're local, you can pick up your order at our Pleasant Valley location:
10 Charles Street, Unit 3
Pleasant Valley, NY 12569
Pick-up hours: Monday–Thursday, 10AM–3PM
Charles Street can be tricky to find, look for the building with garden beds out front and our door with the "No Farms, No Food®" sticker.
You'll get an email when your order is ready for pick-up. Please wait for that email before coming by!
Can I order for same day pick-up?
Can I order for same day pick-up?
We wish! But we can't guarantee same-day pick-up. We're a small team of three, and every order is packed by hand.
Since our products are made fresh in small batches, occasionally something may need to be made before it's ready, so pick-up might take an extra day.
Please wait for your "ready for pick-up" email before heading our way.
Discounts, Gift Cards & Rewards
How do I apply a discount code?
How do I apply a discount code?
Enter your discount code at checkout. A few things to know:
- Discount codes don't apply to already-discounted items or subscriptions
- Only one discount per order (no stacking)
- If your cart includes a subscription item, discount codes won't apply to the rest of your cart either
Do you offer gift cards?
Do you offer gift cards?
Yes! Gift cards can be purchased here and are delivered by email. They can be printed or forwarded to someone you love.
Gift cards are redeemed at checkout and have no additional processing fees.
How does your referral program work?
How does your referral program work?
When you join our Farm-to-Face Rewards program, you'll get a unique referral code to share.
- Your friend gets $10 off their first order
- You get $10 off when they use your code
It's our favorite way to grow—through word of mouth and community. Join here.
Subscriptions
How do subscriptions work?
How do subscriptions work?
Select products can be purchased as subscriptions. When you subscribe, you agree to recurring charges based on the frequency you choose at checkout (monthly, every 2 months, etc.).
Your payment details are stored securely, and you'll be charged automatically before each shipment.
Can I cancel or change my subscription?
Can I cancel or change my subscription?
Absolutely. You can cancel or modify your subscription anytime by:
- Clicking the link in your order confirmation email
- Logging into your customer account
Just make sure to update before your next scheduled charge if you want the changes to take effect right away.
Visiting & Support
Can I visit your lab?
Can I visit your lab?
We offer local pick-up at our Pleasant Valley location, but our facility isn't open to the public for tours or in-person shopping.
We're a small production space where we make everything fresh, so it's all hands on deck in there! But if you're local, we'd love for you to pick up your order and say hi.
What are your customer service hours?
What are your customer service hours?
We're here Monday–Friday, 10AM–3PM EST.
We do our best to respond to all emails within 48 hours (usually faster).
You can reach us at hello@hudsonvalleyskincare.com.
