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    Basic Maintenance Formula 10 The Cleansing Clay rested on top of a stack of massage spa rocks.
    Basic Maintenance Formula 10 The Cleansing Clay rested on top of a stack of massage spa rocks.

    FAQs

    Do you make your own products?

    Absolutely! Each of our products is meticulously engineered, crafted, and developed right here, in-house. Despite the size of our team, we're committed to having our hands in every part of the process rather than outsourcing. This approach ensures that what you're getting isn't just another potion in a bottle—it's our passion and life's work encapsulated.

    Do you handle your own customer service?

    Yes. We personally handle every customer inquiry because we know we're not just selling products; we're solving problems. From the initial idea to the final product and all the inquiries that follow, every step is undertaken with dedication and care. When you choose us, you're choosing a brand that truly owns and stands behind every detail of what we do.

    Do you offer free shipping?

    Yes! We offer free shipping for all orders over $70.

    What is your return policy? Do you have any guarantees?

    While we don't accept returns - we stand do by the quality of our products. In fact, we stand by how they make you feel. 

    If 60 days of using one of our products doesn’t make your skin, hair, or lips feel genuinely better - reach out to our customer service team at hello@basic-maintenance.com and we’ll do whatever it takes. We’ll happily send you something else to try, or offer a full refund (minus shipping), or a store credit - with no questions asked other than “what would make you feel better?”

    We know that’s why you’re here. And we know you’ve been disappointed elsewhere. In fact, that exactly why we exist - to provide you with products you can count on. Products that do exactly what they say they will, and exactly what you expect them to. 

    What payment methods do you accept?

    We accept all standard payment methods: Visa, Mastercard, American Express, PayPal, Shopify Pay, and Apple Pay, as well as our buy now, pay later partner, Sezzle.

    Where are you located?

    We are proudly owned and operated in the wonderful city of Toronto, Ontario, Canada.

    Where are your products made?

    We design, craft, make and ship all of our products from our headquarters in Toronto, Ontario, Canada. We’re control-freaks, and while out-sourcing overseas would have been more cost effective - for us, and in turn, you - it just wasn’t worth it. Consistency and communication are important to us. Keeping our finger on the pulse of everything gets a whole lot harder a couple thousand miles and a few time zones away. We like to be around the lab every day - making sure our products live up to the words we’re putting behind them.

    Where do you ship?

    We ship everywhere in the United States and Canada. Just enter your address when checking out and we’ll be sure your items get to your doorstep without a problem.

    How long does shipping take?

    Check out our general shipping schedule. Orders typically go out within 1-2 business days. We use couriers as opposed to snail mail, so you can expect your stuff 2-5 days thereafter. Unfortunately, any shipping delays that occur after the product has left our warehouse are outside of our control. The best we can do is keep you updated as to your order’s whereabouts via the tracking information we’ll send to your email.

    Can I combine promo codes?

    Unfortunately our website can only process one promo code at a time.

    My promo code didn’t work / I forgot to apply it at check-out

    Not a problem. Just send us an email to hello@basic-maintenance.com and we’ll be happy to help.

    What is the shelf-life of your products?

    All of our products last approximately one year after they’ve been opened, and 2 years prior to that.

    Are your products all-natural?

    Basic Maintenance products have been engineered for the best of both worlds. Simply put, we select our ingredients based on productivity. Whether it’s natural or synthetic doesn’t concern us as much as it’s effectiveness, it’s stability, it’s impact on the environment and it’s likelihood to cause irritation. For more information on natural and synthetic products check out our blog post.

    Your products seem a bit expensive, why is that?

    Quite simply, you get what you pay for. Not to be blunt, but we have no interest in hocking cheap wellness products that waste your time and money. Our first consideration is and always will be product performance - i.e. what it takes to achieve a particular result. 

    So, what are you paying for? Ingredients that actually matter in meaningful amounts, meticulously formulated by chemists focused on innovative products. That’s what.  

    Sure, there are cheaper products, cheaply made with cheap ingredients in far-flung facilities that force cheap wages. They're available everywhere. We just don't want anything to do with them.

    I have a question about my order, how can I contact you?

    Just send an email to hello@basic-maintenance.com and one of our customer care representatives will be in touch with you as soon as possible.

    When will my order ship?

    Orders ship out within 24 hours of being placed, unless you placed the order on a weekend. If that’s the case, it will be packed and shipped the following business day.

    How can my store become a stockist?

    Please just send us an email to wholesale@basic-maintenance.com and one of our agents will get back to you as soon as possible.

    I’m interested in including your products as a corporate gift, who can I talk to?

    Please just send us an email to wholesale@basic-maintenance.com and one of our agents will get back to you as soon as possible.

    Are your products safe for sensitive skin?

    Of course. All of our products have been engineered to be suitable and effective for all skin types. If you’re as sensitive as we are, you’ll appreciate that kind of care.

    Do your cleansers/washes contain sulfates?

    None of our products contain Sodium Lauryl Sulfate or Sodium Laureth Sulfate. Despite it being a perfectly fine ingredient when used in the proper concentrations with the proper co-ingredients, this was again one of those instances where public perception was simply too strong of a hurdle for us - the new kid - to overcome. For more info on sulfates and SLS in general, check out our blog.

    Do any of your products contain phthalates?

    No. No. But again, we could and all would be perfectly fine. This just happens to be yet another instance of fear-mongering that has prevailed to the point it’s nearly impossible for young, start-up brands to risk using them. For more on phthalates please check out our blog.

    Will your hair products make my hair grow?

    Unfortunately not. Our business sure would look a lot different if we solved that puzzle! What our hair products are designed to do is cultivate your scalp into an ideal environment for growth. Bacterial regulation, proper hydration and a precise supply of nutrients lay that foundation. By first tending to these fundamental concerns,  you will have addressed any physical barriers to having a healthy head of hair. After that, unfortunately genetics, lifestyle and various environmental stressors do have an impact. 

    Is your packaging recyclable?

    Absolutely. All of our packaging is fully-recyclable in most jurisdictions. While we do use virgin plastics, this is again an issue we are set to resolve once we can justify ordering 10,000 Post-Consumer-Resin containers. For more information regarding the packaging side of the industry including a run down of the lifecycle analysis of various packaging options, check out our blog.

    I noticed you donate to UHN, what is that?

    University Health Network encompasses the Toronto General and Toronto Western hospitals, the Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, and The Michener Institute of Education at UHN. It’s one of the largest hospital-based research programs in North America, with major research in cardiology, transplantation, neurosciences, oncology, surgical innovation, infectious diseases, genomic medicine and rehabilitation medicine.

    Why did you choose UHN?

    We’ve had friends and family go through some tough battles with both physical and mental health. In one way or another, everyone found a level of care at a UHN facility that helped them immensely. As Toronto natives, it only seemed right to give back to not only the network of institutions that were in our backyard and helped our loved ones, but one that’s leading the charge for our entire country’s ambitious health and recovery programs.

    Multi-corrective formulas.

    Single products. For every single issue.

    Only productive ingredients.

    Clean. Sustainable. Ethical. Impactful.

    Basics that break through.

    A familiar collection. Unheard-of results.

    Complete accountability.

    Science. Conducted with a conscience.