Frequently Asked Questions
Topics
Questions about our company
Where is Burt’s Bees headquartered?
Our company headquarters is located in Durham, NC.
Does Burt’s Bees offer factory tours?
We currently do not offer factory tours. Thank you for understanding.
Does Burt’s Bees have a factory store at your headquarters in Durham, NC?
We do not have a factory store and sell direct to the public only on this website.
I heard your company was purchased by Clorox. Is that correct?
I understand your concern about the Clorox Company taking ownership of Burt’s Bees. Being acquired by a larger company always raises questions about the ability to maintain culture and values, but those have not changed at Burt’s Bees.
In fact, we’re improving every day. Since 2007 we have increased the natural content of many of our products. We’re also proud to send ZERO waste to landfill from our manufacturing facility and office since 2010. We compost most of our waste and we also started reclaiming water from our manufacturing process, so we use less. Additionally, our operations are now carbon neutral. Most of this has occurred since the acquisition, and we are sharing best practices with Clorox too. They have begun “Dumpster Diving” to educate employees about waste reduction and they now have an Eco-team, as we do.
It’s very important to us to carry forward the principles of our founders and what they started back in 1984. I hope you’ll stick with us as we continue to pioneer natural health and beauty care solutions through the power of nature.
Is your company publicly traded and if so, what is the stock symbol?
Consumers interested in Burt’s Bees may purchase stock from The Clorox Company, under the stock symbol CLX.
I am interested in a product donation to support our local organization. Whom do I contact?
Much of our philanthropic giving and community outreach is managed through our foundation, The Burt’s Bees Greater Good Foundation, which focuses on supporting grassroots initiatives at the intersection of human and honeybee health. Visit the Sustainability [http://www.burtsbees.com/Community-Partnerships/sustain-community,default,pg.html] section of our website to learn more about some of our foundation partners.
If you are simply looking for an auction item (such as a basket), please go here and complete the survey to submit your request. If you are looking for a bulk product donation, please click here and request the bulk donation there.
Questions about our products
I am concerned that I may have had a reaction to one of your products. What do I do?
If your experience involves a potential adverse reaction involving one of our products, please speak directly with our Medical Support Line, which can be reached at 888-285-0308 for the US and Canada, and 00-800-3571-0022 for the UK.
I am a Vegan. Can I use your products?
Some of our products do contain animal-sourced ingredients, such as milk, lanolin, honey, royal jelly and carmine. These are all listed on the ingredients section on the packaging and on our website. Please note, many of our products are produced on shared lines, which is why we don’t call out “vegan” or “vegetarian” on our products. If you have a specific product question, please contact us and we would be happy to assist you.
I am gluten-restricted. What products are appropriate for my use?
We cannot provide a list of Burt’s Bees products that are safe for use with your allergy because our products may have been manufactured on a shared line with products containing gluten, or raw materials used in our products may have been processed in a facility that also processes products containing gluten.
Therefore, we are unable to state that any Burt’s Bees products are “gluten-free.” Several of our products are known to contain certain allergens, because raw materials that contain or are made from the allergen are intentional ingredients in those products.
Please carefully review the ingredient list of any product prior to use, particularly because the listed ingredients for a product may change. If you have a known allergy to gluten, you should always consult with your physician if you have questions regarding whether it is safe for you to use a particular product.
How long will my Burt’s Bees products last, and how do I determine the expiration date of a particular product?
Burt’s Bees produces both cosmetic products and “over-the-counter” or OTC products. Products such as our sunscreens and anti-acne products are classified by the US FDA as OTC because they contain specific active ingredients known to prevent or treat certain conditions like sunburn and acne.
Over-the-counter products, such our Natural Acne Solutions line, can be recognized by the drug facts box on their labels. These OTC products list the expiration date on the packaging. Our cosmetic products are intended to last three years from date of manufacture, which can be determined by reading the lot code. We recommend that products be used within 12 months after opening and it’s best to store products out of extreme temperatures and direct sunlight, if possible.
Since October of 2013, we have a common format for lot coding for both the cosmetics and OTC products:
The standard format for the individual container is the following: LLYYJJJS.
LL = a 2 letter location code that represents the location of manufacture
YY = the last two digits of the year
JJJ = the Julian day of manufacture
S = one or more digits that represents any additional information such as a batch number, shift or line, depending on the location.
If you have a lot code that appears different from this code (for example shorter or a “kit” of products with a unique lot code), please contact us and we’d be happy to help confirm the expiration date.
Do you test on animals?
Burt’s Bees does not test its products on animals nor do we ask others to do so on our behalf. You’ll see the Leaping Bunny seal on our packaging to reinforce our commitment. Please know we are absolutely committed to our no animal testing policy.
I don’t see my question here. Who can I call?
If you still have questions about our products or our ingredients please contact us online.
Questions about our ingredients
How can I find out what ingredients are in my product?
Each individual product page on this website offers in-depth information about particular products, including an ingredients list. If you have the product handy, our packaging lists all ingredients according to INCI (International Nomenclature for Cosmetics Ingredients) conventions. According to these conventions, we list scientific names and individual components of a blended ingredient or extract, and include parenthetical references to the common name too, so you have visibility to the ingredients in our formulas.
You can also check out Ingredients Guide to learn more about some of our key ingredients, including the benefits they provide and where they are cultivated.
Are your fragrances natural?
The majority of fragrances in Burt’s Bees products are natural, composed of proprietary blends of essential oils and natural extracts. Some of our heritage and other products contain partially synthetic fragrances. Please contact us online if you have an enquiry about a specific product.
I’ve read that there is lead in lipsticks. Are your lip color products safe?
Burt’s Bees natural lip color products are composed of botanical oils, waxes, butters, extracts, and essential oils. To impart a variety of shades and effects, we use primarily mineral-based pigments. The mineral-based pigments used in our lip color products are in compliance with global regulatory guidance and legal limits. We adhere to the most rigorous standards set forth by global regulatory bodies. We continue to closely monitor emerging studies and evolving safety standards set forth by the scientific and regulatory communities to ensure the quality and efficacy of our products.
Do your products contain alcohol?
Some Burt’s Bees products do contain alcohol, and we use natural (found naturally in plants) or naturally-derived (derived from natural components, but made through a process of fermentation) alcohols. Alcohols serve a variety of functions within our formulas, including as a stabilizer, surfactant, preservative and/or opacifier (a substance which makes the formula opaque). Please reach out to us if you have a question on a particular product.
What is the origin of your glycerin?
The glycerin used in our products is of vegetable origin.
Do your products contain artificial colors?
We use only natural colors in our personal care products and cosmetics. Some examples are beta-carotene, chlorophyll, titanium dioxide, mica, iron oxides and carmine. These natural colors have a long history of safe usage unlike many artificial colors that have been banned by the FDA over the years.
Why do you use carmine as coloring in your products?
We use carmine in some Burt’s Bees lip products because it is a natural alternative to synthetic colorants, which can be derived from non-renewable fossil fuels. Carmine is a natural extract that has been used since Ancient Egyptian times for its red pigment. It provides the best possible red pigment naturally and is used industry-wide in food and cosmetics. We are always exploring new pigments with suppliers, but we have not found any that mimic the hue/shade of carmine or that are able to remain stable in an anhydrous (waterless) formula. Our lip color products are made of natural oils, waxes and butters, so pigments need to be oil-soluble. For example, vegetable-based pigments like beet juice are water soluble. There are developments being made in the processing of these pigments so they can work well in formulas and we are following them closely. Also, current global regulations do not uniformly recognize vegetable-based pigments as an acceptable cosmetic colorant. Regulatory consideration of these pigments will likely follow sufficient progress in their development for use in cosmetics.
Is comfrey a safe ingredient in skin care products?
Burt’s Bees products are created with high-quality ingredients derived from nature, and all of our products are rigorously tested for safety. Comfrey (Symphytim Officinale) Extract has long been used in the cosmetic industry as an effective topical soothing agent. Comfrey is widely considered an acceptable and effective ingredient for topical applications by various international government and regulatory agencies, including the European commission, the Medicines and Healthcare Products Agency in the UK and the Therapeutic Goods Authority in Australia.
How do you source your palm oil?
Burt’s Bees recognizes the palm oil industry has a significant impact on biodiversity, climate change, people and communities. While we do not directly purchase palm oil, a small percentage of our natural products have ingredients that are derived from palm or palm kernel oil. While this is a relatively small amount of palm oil (less than 0.01 percent of global annual production), Burt’s Bees makes it a priority to ensure our ingredients are sourced responsibly, including those derived from palm oil. As a member of the Roundtable on Sustainable Palm Oil (RSPO), we continue to look for sustainable sources of palm-oil-derived ingredients and alternative ingredients. That’s why we’ve put in place a Palm Oil Responsible Sourcing Commitment and roadmap to help us trace and transform our palm oil supply chain. This commitment involves working with third parties such as The Forest Trust to not only ensure the ingredients we use are sourced from sustainable palm oil but also identifying ways we can help advance the issue further. Our goal by 2020 is to obtain all our palm-oil-derived ingredients from sources that protect peatlands, respect human rights and do not contribute to deforestation and to serve as a catalyst to increase the transparency and transformation of supplier companies involved in palm derivatives. We appreciate and share your passion for the planet, and we will keep searching for opportunities to drive positive change in our supply chain.
For more details, we invite you to read our Palm Oil Responsible Sourcing Commitment, as well as a recent blog post from Burt’s Bees’ Sourcing Manager.
I’m having other issues and need to speak with someone. Who can I contact?
If you still have questions about our products or our ingredients please contact us online.
Questions about our Hive To Home Auto Delivery
What is Auto-Delivery?
Auto-Delivery is the most convenient way to enjoy your favorite products and never run out of your Burt’s Bees necessities. We automatically send you the product you subscribed to based upon your chosen frequency. The program is easy to use and customizable, so you can make changes online whenever you need. Just tell us how often you want your products, and we’ll take it from there.
You always have complete control over your Auto-Delivery orders, and we send an email reminder 10 days before each order ships. You can change your delivery frequency, next order date, or quantity by visiting ‘My Auto-Delivery’ located within the My Account section. Changes to orders can be made any time within 24 hours of the next scheduled shipment date, and you can cancel at any time.
How do I create a subscription for Auto-Delivery?
Creating a subscription is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To subscribe, simply select the Auto-Delivery option for your desired product, select your preferred delivery frequency, and then check out as normal.
What will happen after I create a subscription for Auto-Delivery?
After you join Auto-Delivery, you will receive an email confirming your subscription. This email will include a link to access your Auto-Delivery where you can manage your future orders, subscription items and subscription account information.
We will place your Auto-Delivery orders automatically according to your selected frequency, and you will only be billed on the day the order is shipped. Prior to each Auto-Delivery order, we will send you an email reminder. You will also receive email notifications regarding other important information related to your Auto-Delivery account, such as if your product is discontinued, if you cancel your subscription, or confirmation when an order is placed successfully.
How do I make changes to my Auto-Delivery deliveries?
Once you’ve subscribed, Auto-Delivery is easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting ‘My Auto-Delivery’ located in the ‘My Account’ section. Please allow up to 24 hours for modifications or cancellations to be processed.
Change order date:
- To change your next order date, please visit the ‘My Next Order’ tab under ‘My Auto-Delivery’ and click the ‘Edit Date’ link then select a new date for your order. This will change the order date for the entire order.
- If the Auto-Delivery order contains multiple items, and you would only like to change the order date of a single item, please visit the ‘My Auto-Delivery Items’ tab and identify the individual item you would like to modify. Please click the ‘Edit’ link next to the frequency dropdown and select your desired next order date.
Skip a delivery:
- To skip an Auto-Delivery order, please visit the ‘My Next Order’ tab, and click the ‘Skip Delivery’ button to skip the entire order.
Change shipment frequency:
- To modify the delivery frequency for an Auto-Delivery item, please visit the ‘My Auto-Delivery Items’ tab. On this tab, the current delivery frequency is displayed next to each Auto-Delivery item in a drop down menu next to ‘Every’. To change the delivery frequency for an individual subscription item, simply click the arrow of the frequency drop down next to the Auto-Delivery item you would like to modify and select your next desired frequency from the drop down menu.
Cancel subscription:
- To cancel an Auto-Delivery item, please visit the ‘My Auto-Delivery Items’ tab and simply click the ‘Edit’ and then the ‘cancel’ link for the item you wish to cancel. You’ll be prompted to confirm this action and indicate your reason for cancelling. Once you’ve chosen ‘Cancel Now,’ your subscription will be canceled and no future orders will be placed. You will also receive an email notification confirming this.
Please allow up to 24 hours for any modifications or cancellations to be processed.
How do I make changes to my Auto-Delivery account information?
To review or modify your Auto-Delivery account information, visit ‘My Auto-Delivery’ located within the ‘My Account’ section on our site. You can change your shipping address or payment information for an individual order or at the subscription item level, which is the default option and will affect all future orders. You can also change the delivery frequency.
- To make updates to your personal account information, please select the ‘My Next Order’ tab.
- To change your shipping information, please click the ‘Edit’ link located directly to the right of ‘Shipping Info’. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all subscriptions and future orders unless otherwise noted.
- To change your payment or billing information, please click the ‘Edit’ located directly to the right of ‘Payment Info’. Select a previous payment record and/or billing address from the dropdown menu or create new ones to add to your account. This information will apply to all subscriptions and future orders unless otherwise noted.
Please remember to press OK and verify that your updated information saved successfully. We kindly ask that you allow up to 24 hours for modifications or cancellations to be processed.
What is the difference between the ‘My Next Order’ and ‘My Auto-Delivery Items’ tabs?
The ‘My Next Order’ tab shows the details for your next scheduled order. An order may contain more than one individual item scheduled for Auto-Delivery if the items have the same order date, shipping address, billing address, and payment information.
The ‘My Auto-Delivery Items’ tab displays individual Auto-Delivery items and all associated details for that individual subscription including next order date, delivery frequency, quantity, shipping address, billing address, and payment information.
