HOME / FAQ's
Payment, orders, and shipping
What payment options do you accept?
We accept all major credit cards, PayPal and Apple Pay
How can I check on my order status?
Once you have placed an order you will receive an email with tracking details.
Where do you ship?
Currently we only ship within the USA. We will be shipping to Canada, Europe, and the UK soon. Please sign-up for news as we expand to new frontiers.
When will my order be shipped?
We attempt to ship all orders within one business day. Shipping time will depend on your selected shipping method. Standard shipping usually takes between 3-5 days and 1-3 for express/expedited.
Can I change or cancel my order?
If you wish to cancel or change your Utu purchase, please contact us asap at firstname.lastname@example.org and we will do our best to process your request although we cannot guarantee we will be able to do so, it depends on whether it has been processed and/or shipped.
Returns and exchanges
What is your return policy?
Utu Outdoor Skincare does not offer refunds or exchanges on any products. All sales are final. We encourage you to reach out to us at email@example.com before buying should you have any questions about a specific product.
If your order arrives damaged please send a photo of the damaged items to us within 24 hours upon receipt of your package and we will gladly replace it for you. We may ask you to send us the damaged item.
How long do returns take to process?
While we make every effort to promptly process refunds for damaged items, please allow up to 10 days for any approved refund to be issued after we receive returned items.
I received the wrong product. What do I do?
Please email us at firstname.lastname@example.org with your order number and we will take care of it.
Products and Formulations
Are your products vegan?
Our SPF30 moisturizing sunscreen is vegan. Our SPF50 Sunscreen-Stiq contains beeswax, which is a non-vegan ingredient, and therefore we cannot classify it as vegan. Nonetheless both products are certified cruelty free.
Are your products cruelty free?
Yes, all Utu products are cruelty free, and Leaping Bunny certified.
Do your products expire?
We print an expiry date on all our products. Please check the date on the crimped end of tubes or on the base of the sunscreen-Stiq product insert. All our formulations have a 24 month life from date of manufacture.
What skin types are suitable for Utu products?
Utu products are formulated to be safe and appropriate for all skin types, regardless of gender or race. We recommend that you seek guidance from your dermatologist if you have questions or concerns about using specific products with your unique skin type.
Are Utu products safe to use whilst pregnant/nursing?
We adhere to all mandatory guidelines to ensure the safety of our products for all. However, if you have concerns regarding your health, we strongly recommend consulting your primary care doctor.
What ingredients does utu not formulate with?
We never formulate our clean, outdoor skincare products using chemical UV filters, parabens, PEGS, phthalates, silicone, petrolatum, synthetic fragrance, sulfates, phosphates or formaldehyde.
All our products are reef-safe and aquatic-friendly, free from all chemical SPF filters and in particular oxybenzone and octinoxate as banned in suncare products in Hawaii as per Hawaii Act 104).
Does Utu use fragrance?
We currently do not use fragrance in our products.
What is USDA Biobased?
USDA Biobased is a program developed by the USDA that measures the renewable resources used in products. The higher the percentage the higher the volume of renewable ingredients in a product. Utu’s Sunscreen Stiq has a Biobased rate of 89%. We continue to develop our formulations to be as close to 100% as we can get them.
How do I recycle Utu products?
You simply place the outer box and finished tubes, caps and refills into your paper/aluminum recycling. Our products are 100% recyclable. Simple as that.
How does the Sunscreen-Stiq refill work?
When you have come to the end of your Sunscreen-stiq product simply push the hexagonal nut at the base of the case, releasing the insert upwards. This can then be placed in your aluminum recycling and a replacement refill can be dropped into the outer case. Twist and turn the base-ring and you are good to go. Satisfyingly simple and planet positive.
Subscribe and save
How does subscribe and save work?
Subscribe and save allows you to subscribe to regular deliveries of one of our products at a reduced price. To use this service simply select the product you wish to purchase, select the frequency, such as every month or every three months.
Once subscribed you will receive an email or SMS notification before each delivery is scheduled, giving you the opportunity to change the delivery date, address or cancel the subscription.
It’s a great way to ensure you never run out of your favorite products and save money at the same time.
When will I receive my next subscription product?
Between 1-4 months, dependent on the requested frequency you selected.
How can I cancel or change my subscription?
You can change or cancel your subscription at any time by visiting the manage my subscription page in your Utu account.
When will I be charged for my subscription?
You will be billed for your subscription on the day the order replenishment is generated and processed at our warehouse.