1. Are your products safe for sensitive skin?
Our products are suitable for sensitive and atopic skin conditions. We have worked extensively with partners we trust to bring your family safe and effective solutions that are kind to skin. However, you do not need sensitive skin to use A Tapir's Tale! Our products are great for all skin types :).
2. What is the best age range to use A Tapir's Tale products?
From new-borns to adults, our products are great for the whole family.
3.Do your products contain parabens or phthalates?
Our products do not contain parabens or phthalates
4. Is mineral oil bad? I see it in other baby products
Mineral oil is an entirely safe ingredient according to the FDA guidelines. However, we prefer to spend on Jojoba oil as it is as close to skins natural oil as you can get, meaning it can be absorbed quickly without greasiness. It also offers antioxidant protection and has anti-inflammatory properties to help soothe skin
5. Are your products organic?
There are many definitions of organic products. We are not certified organic however we can assure you that our products use natural or nature-inspired ingredients. Our formulations do not contain additives meaning they are free of artificial colour, artificial fragrance, drying alcohol and parabens. Our ingredients are carefully selected and sourced from quality conscientious origins. We carefully select and combine raw materials that have been approved by Japan.
6. Do your products contain preservatives?
Yes, we do as it is important to keep our products safe and fresh for use. We use the preservative phenoxyethanol, a gentle preservative to fight bacteria and prevent mould in our products. It can be found naturally in Gyokuro, a type of Japanese green tea. However, we use the lab-made version, a 'nature identical' chemical suitable for baby skin. It is a safe preservative that is used in the neonatal wards. The FDA and Japan Ministry of Health and Welfare have limited its use to 1%. Our formulas use 0.23%
7. Are your products safe for pregnancy and breastfeeding?
Yes, our products are safe pregnant and breastfeeding women
8. Are your products alcohol-free?
There are many types of alcohol. Our products are free from alcohol that customers often worry about such as SD alcohol, denatured alcohol and methanol. However, we contain fatty alcohols which are non-irritating and provide exceptional benefits to the skin such as Butylene Glycol.
9. Are your products tested on animals?
Our products are not tested on animals
10. Is your gentle wash tear-free?
Our gentle wash is designed to be extremely gentle and mild on baby's skin and eyes as it does not contain soap and sulphates. Even so, we recommend keeping the product out of the babies eyes and mouth
11. Are your products Halal?
We are not halal-certified, but our products are from plant-origin, made in the laboratory and do not contain alcohol.The only exceptions are collagen derived from Fish Scales for its high moisturising benefit to the skin (found in Aqua Gel and Protect UV) and Lanolin as it helps protect against skin burns and damaging UV rays (found in Protect UV). Please feel free to contact us at email@example.com if you have any questions about the ingredients!
SHIPPING & RETURNS
1. How do I track my order?
Upon receiving your email confirmation, you should receive a tracking information.
2. What is the difference between standard shipping and expedited shipping?
Standard shipping means product will arrive between 3 to 5 working days.
Expedited shipping means product will arrive between 1 to 2 working days. If you need it urgently please contact firstname.lastname@example.org.
3.I made a mistake with my shipping address.
Please email us at email@example.com and we will help you rectify. Please note we can only rectify your order before it has been shipped out so please tell us as soon as possible.
4. What are your shipping rates?
For domestic orders, standard shipping rates are at SGD $5. We provide free shipping above $80
5. My tracking shows delivered but my order has not arrived.
Oh dear, sorry for the trouble! Please email firstname.lastname@example.org and we will help you sort this out :)
6.Can I edit my order? I want to add something before it ships
Please contact us as soon as you can at email@example.com. Please note we can only help you change your order before it has been shipped
7.I changed my mind, can I cancel my order?
Unfortunately, we are unable to cancel any order that has been placed. So sorry for the inconvenience
8.How do I report a problem with the order?
If your order is missing a product, contains a damaged item or you have other concerns regarding your order, please email us at firstname.lastname@example.org with your order number, name, email address, phone number and a photo of your damaged/ incorrect product. To ensure prompt resolution, please keep the original shipping package and/or damaged or defective product for inspection by A Tapir’s Tale
9. What is your return policy?
We have a worry-free guarantee that is straightforward: We want you to love our products as much as we do. If you're not 100% satisfied with your purchase, don't worry! You can return your item for a full refund or exchange within 14 days of the delivery date. Please note: your original shipping charges, if any, will not be refunded. We will not be able to help you process a return or exchange after 14 days
All returns must be shipped to us at your own expense; we cannot accept packages shipped COD (cash on delivery) . Once the original product(s) are received at A Tapir’s Tale, you will receive a credit in the amount that you paid in the form of your original payment. Please allow ~10 business days for A Tapir’s Tale to refund your account upon receipt. Please note that the original payee can only make refunds. This is not applicable for gift sets or any item on promotion/discount.
10. Do you ship overseas?
Unfortunately, we currently only deliver domestically in Singapore. However, we are working on shipping to other countries. However, we are excited to share the joys of A Tapir's Tale with the world - please feel free to reach out to us at email@example.com for overseas shipping enquiries - we will do our best to accommodate :).
11. Do you do self-collection?
In light of the current Covid-19 Situation, we have decided to put off self-collection for this moment. However, if this is your strong preference, please reach out to firstname.lastname@example.org and we will do what we can to accommodate.