Frequently Asked Questions

Product Questions

Are your products safe for children & babies /sensitive skin ?
Our products are made with minimal, natural ingredients and pure essential oils and never contain any ingredients that are toxic, making them perfectly safe for children and most sensitive skin. For anyone sensitive to fragrances and for babies, we suggest using our unscented varieties. Disclaimer: While we use gentle nontoxic ingredients to make all of our products, we always suggest you research our ingredients or do a patch test on your skin.
Are your products vegan/cruelty-free/tested on animals?
Our products are always vegan and never tested on animals.
Do your products have fragrances?
Our products are scented only with pure essential oils. We don’t use any synthetic/artificial fragrances in our products. We also offer unscented versions of most of our products.
Are your products safe to use on/around pets?
Yes, our products are safe to use around pets. Our unscented Soap and Suds makes a gentle, safe and effective pet wash! If your pet is sensitive to fragrances, we suggest using our unscented varieties in all of our products. The essential oils in our Clean Dream could be toxic to cats if injested in large quantities, however there is just 1% essential oil blend in our Clean Dream All Purpose Spray and the use of Clean Dream around cats has never presented any problems for our loyal, cat-loving customers. Disclaimer: While we use gentle nontoxic ingredients to make all of our products, we always suggest you research our ingredients or do a patch test on your pet’s skin if using our soaps as a pet wash.
Do you have tear-free hair care products?
Our shampoo and conditioner are not tear-free/tear-safe.
What is the pH range of your products?
Soap and Supds: 8.5 to 9.5 - Our soap is real soap and not a detergent, therefore has slightly higher pH range. Fillaree Shampoo & Conditioner: 5.5 to 6.5 Fillaree Lotion: 6.0 to 7.0
Where are your products manufactured?
We make our soaps and cleaners in Durham, NC.
Are your hair care products suitable for all hair types?
Yes, our shampoo and conditioner are suitable for all hair types.
Can I use your Soap and Suds if I have eczema on my hands?
Yes, our Soap and Suds is gentle and safe for all skin types, even those with eczema. Disclaimer: While we use gentle nontoxic ingredients to make all of our products, we always suggest you research our ingredients or do a patch test on your skin.
Are your products palm oil free?
Yes, all our products are palm-oil free.
Are your products gluten-free?
We use no gluten-containing ingredients in any of our products, though our facility is not certified gluten-free.
Can I use your products on color-treated hair?
Yes, our hair products work well on color-treated hair.
Do you sell your products at any retail stores?
We sell our bulk products for refills and individual bottled products at many small stores and co-ops. Find Fillaree products in a store near you! [insert link to refill station map]
Do you have gift cards?
Yes, we have digital gift cards. Buy one here [insert link]
Do you offer samples or travel-size products?
We do not offer pre-packaged samples or travel sizes. However, you can purchase any amount of our products at a refill station or our storefront! So, feel free to bring small/travel size containers to try a sample of any Fillaree product that you’d like.
Do you offer dishwasher detergent in liquid or powder?
We do not offer a dishwasher detergents yet.
What essential oils are in your products?
The ingredients are listed on the product page for every product we sell online.
Do you offer empty bottles/pumps for sale?
No, we don’t offer empty bottles. We do offer pumps for a small fee as an add on.
Does your body butter ship year-round?
Due to the pure and sensitive nature of our body butter, we only ship it during the cooler months (typically November through March).
Can I keep the body butter in my bathroom? Should I refrigerate it?
We suggest storing the body butter in a cool place (below 75°F) or refrigerating it to achieve the longest life. The heat and humidity of a bathroom can cause the oils to melt. It is still safe and effective to use, even if the oils do melt, but it’s renowned texture is only maintained at lower temperatures.
The Clean Dream is leaving streaks, how do I fix it?
The essential oils in the Clean Dream can leave behind some streaks, but using a cleaning cloth or Swedish dishcloth instead of paper towels does reduce streakiness. If Clean Dream is leaving streaks on glass/stainless steel, wiping afterwards with a damp (just water) cloth will clear it right up.
Why doesn’t Clean Plate Club dish soap hold a lather?
Clean Plate Club is a real soap – it is not a synthetic detergent like most commercial dish soap or even some “natural” soaps on the market. We do not use synthetic surfactants, which means that the bubbles don’t last as long as synthetic alternatives. Clean Plate Club is best suited for dish-to-dish use, as opposed to filling the whole sink and to wash meal’s worth of dishes at once. For the best lather, we recommend using Clean Plate Club with Zefiro dish brushes that we sell (apply a small amount of soap and water to the brush ] work up a lather directly on the dish you’re cleaning). If you have hard water, you may find that Fillaree Clean Plate Club is not a good fit for your home. If you are dissatisfied because of a reaction with your hard water, please let us know and we will be happy to offer you a refund.
I have hard water where I live, will your dish soap work effectively?
If you have hard water, you may find that Fillaree Clean Plate Club is not a good fit for your home. If you are dissatisfied because of a reaction with your hard water, please let us know and we will be happy to offer you a refund.
Are your products biodegradable, grey-water safe and septic safe?
Yes, all our products are biodegradable, grey-water and septic safe.
Can I use your Soap and Suds on my body?
Yes, our Soap and Suds make a luxurious body wash
Can I use Soap and Suds in a foaming dispenser?
Yes! The ratio we love is 1 part soap to 3 parts water for most foaming dispensers, but you can adjust to get the perfect consistency for your home!
Is Soap and Suds a concentrated product?
No
Does your product contain nut oils?
We use coconut oil in our soap, however natural soap making is a chemical process of saponification which changes the molecular structure of vegetable/nut oils into soap.
Are your bottles/containers BPA free?
Yes!
Are your hair care products sulfate free and paraben free?
Yes!

Storefront

Can I bring my own containers to refill your products?
Yes, you can bring any container of your choice! Just make you’re your containers are clean and dry when you arrive.
What are your store hours?
Currently our store hours are Saturdays - 10 am to 4 pm.
What are your hours for local pick up?
Currently local pickup is only available during store hours: Saturdays - 10 am to 4 pm.
What type of containers do I bring to refill your products?
You can bring any container of your choice, examples include existing soap dispensers, drink containers, syrup bottles, canning jars, plastic bottles, etc. For laundry detergent powder, containers with a wide mouth are preferred like canisters or wide mouth jars.
Do you have a franchise/location in any other cities?
The Durham, NC Fillaree is our only storefront, but our refill stations live in stores across the country. [Insert link]

Subscriptions/Refills and Shipping:

How do I modify/manage my subscriptions?
Login to your custom portal [link]. If you forgot your password click here. [insert link]
How do I cancel my subscriptions?
We are so sad to see you go and hope you reconsider us in the future - click here [link] to cancel subscription
How are the bottles washed/sanitized between uses?
We follow commercial kitchen standards for washing and sanitation.
What happens if I don’t send my bottles back?
There is no penalty for not sending your bottles back, however we greatly appreciate it when you do as this step is an integral part of what we do and helps us keep our closed loop circular economy in motion.
What do I do if I lose my shipping label/it gets damaged? How do I ship the empty bottles back to you?
Click here to auto-generate a return shipping label. [link]
Do I need to wash the bottles before sending them to you?
YES! We are unable to reuse bottles or bags that have not been rinsed within a few days of emptying as soap residue hardens and is impossible to remove from inside a container.
Can I just get one refill without getting a starter kit? I already own dispensing bottles.
Yes! Just start your subscription with a Refill instead of a Starter Kit.
Can I use my own box to send the empty bottles or bags back?
Yes. In order to maintain and make reuse a reality, we need to consider our carbon costs for getting our containers back. We greatly appreciate it if you wait until you collect 4-6 bags before sending them back. Place rinsed and dried bags in the same box they came in, or any box (hopefully a reused one!), and ship them back to us.
How do your subscriptions work?
Link to our How it Works page
Is refilling in person cheaper than subscribing?
Yes! You can save money by refilling at the Fillaree storefront or any refill station, as shipping costs are not a factor.
I don’t need soap immediately but my subscription date is coming up. Can I pause/delay my subscription?
Yes. Go to the customer portal to change the date of your next shipment [insert link]
How do I change my address on my subscription?
Go to the customer portal to change the address for your future shipments [insert link]
What is your return policy?
Return Policy [insert link]
I received damaged refills/bottles! What should I do? Will I get a replacement or refund?
We are so sorry this happened! While we do our best to pack your products securely and plastic free, sometimes shipping accidents happen. Notify us [link to contact] and we will send a replacement product right away.
How do I track my order?
Once a shipping label is printed for your order, you will be notified the shipping info via email/text. If there is any issue, please send an email with your name and order number to hello@fillaree.com
How soon will I receive my order once placed?
We are a dedicated small team and ship 2 times a week. They make take 5 - 10 days to reach you depending on when you place your order in our production/packing cycle.
What should I do if my shipment is missing/held up by USPS?
Send us an email with your order number and we’ll take care of it.
Can I change the scent in between refills?
Yes. You can change scent/product/frequency/billing/address at our customer portal. [insert link]
What is the recommended subscription frequency?
That greatly depends on the size of your household and usage patterns. You can always adjust the frequency if you find it isn’t meeting your needs.
When is my account charged?
Your account is charged on the date your subscription renews.
Can I order 1 refill without subscribing?
Yes, one-up refill orders are available here [insert link].

Zero Waste/Sustainability

I have an efficient curbside recycling for plastic bottles, do I still have to return them for reuse?
We can’t *make* you do anything, but the foundation of Fillaree is a closed loop circular economy and we hope you’ll participate in this part of our business model. We take responsibility for not only the quality and integrity of our products, but also the containers that they arrive in. Single-use packaging is a major contributor to our pollution and trash problems in the U.S., and recycling is NOT THE ANSWER (link to https://environmentalpaper.org/solving-packaging/avoid-false-solutions/). We believe strongly that reuse and refill is the way to go, and hope you’ll see the value in keeping our containers in use and out of the waste stream.
Do you ship carbon neutral or offset your footprint while shipping?
Currently we are not associated with a third-party carbon neutral company, however we do what we can to make shipping as sustainable as possible by shipping plastic free, with few if any virgin materials, and innovating our product packaging regularly to keep shipping weights low.
Is plastic sustainable?
We’ll be honest – we used to think that plastic was the enemy of any good environmentalist. But as we’ve educated ourselves more on the trash problems we face in this country, we’ve come to realize that it’s not *plastic* per-say that’s the problem. It’s *single-use containers* of all materials, really. Keeping a container in use for as long as it serves it’s intended purpose, is the most sustainable option. So for us, we have weighed all the options and have come to accept that light weight, durable, locally-produced plastic packaging that can be refilled and reused upwards of 50 - 100 times, is the most sustainable option we can offer. We have customers who have been refilling the same plastic commercial soap bottle since we launched our refill program in 2014 – and we don’t think you can get much more sustainable than that!
Do you use compostable/recyclable packaging material?
Yes – always!
So you’re a zero-waste company, what does that mean?
Well, the technical definition of zero-waste is “The conservation of all resources by means of responsible production, consumption, reuse, and recovery of products, packaging, and materials without burning and with no discharges to land, water, or air that threaten the environment or human health.” In practice at Fillaree it looks like sending only 4.5 lbs of trash to the landfill in the entire year of 2020, down from just 9lbs the year before! Our partnership with Gather Green makes this possible. As part of our partnership agreement, they rescue a whole lot of materials that would otherwise be landfill-bound, and find creative repurposing options to keep them out of the landfill.

Refill Stations, Wholesale and Commercial Refilling:

I'm interested in offering your products for resale in my store. Do you offer wholesale?
Yes, we would love to discuss a wholesale relationship with you! Contact us here to get that conversation started. [insert link]
There is a local co-op/shop in my locality for which your products would be a great fit, how do I facilitate in helping them get your products?
Please send an email to hello@fillaree.com
I own an Airbnb or other vacation/short term rental unit, am I eligible for a discount to offer your products to my guests?
So many hosts/guests enjoy using Fillaree at their airbnb, please email hello@fillaree.com to get more info about our hosts program!
I want to join your commercial refill program to use your soaps/cleaners in my place of business - how do I set up an account?
Email hello@fillaree.com to get started!

Social Media and Affiliate Marketing:

Can I tag you on Social Media?
Yes, we love it when you share your experiences with Fillaree products, please tag us @fillaree on Instagram and we’ll likely story your post to our followers!
I’m an influencer and would love to share Fillaree with my followers, will you send me a free sample?
Email hello@fillaree.com and tell us more about your social media account and following. We sometimes consider these kinds of partnerships – though we do not pay for influencer support.
Do you offer an affiliate program?
Not at this time. Check back though – we have something in the works.