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QUICK ANSWERS
Ships from: Canada
We ship to: Australia, Canada, United States, Hong Kong (SAR), Mexico, New Zealand, South Africa
Processing time: 1–3 business days (Mon–Fri, PT)
Tracking: Included on all parcels
Duties/Taxes: Canada—tax at checkout; all other destinations ship DDU/DAP (import fees collected locally)
Returns (unopened items): Request within 14 days of delivery
Shipping
When will my order ship?
Orders are processed in 1–3 business days (Mon–Fri, PT). You’ll get a tracking email once the carrier scans your parcel.
Where do you ship?
Australia, Canada, United States, Hong Kong (SAR), Mexico, New Zealand, South Africa.
What shipping methods do you provide?
Primarily Canada Post (with local postal partners internationally) and occasional couriers. Available services and rates are shown at checkout based on destination, weight, and speed.
Will I pay duties or import taxes?
Orders outside Canada ship DDU/DAP. Any duties, VAT/GST, brokerage, or local taxes are collected by your carrier or customs and aren’t refundable by Milky Tallow.
My tracking says “Delivered” but I can’t find the parcel.
Check with household members, neighbours, building management, and your local depot. Then email us with your order number. Once marked Delivered, theft at destination is outside our control, but we’ll assist with a carrier trace. Consider a secure address or optional signature service for high-value orders.
Do you ship to PO boxes, apartments, or parcel lockers?
Yes, where the service supports it. For apartments/condos, include buzzer and unit details.
Returns & Exchanges
Do you accept returns?
Due to the personal nature of skincare, we cannot accept returns on opened products. If your order arrives damaged or you receive the wrong item, please contact us within 7 days and we’ll make it right.
How do I return an unopened item?
If your product is unopened and in original condition, you may return it within 14 days of delivery. Please email us at returns@milkytallow.com with your order number for return instructions. Shipping costs are non-refundable. Customers are responsible for the cost of the return shipping label.
Do you offer exchanges?
We don’t process direct exchanges. Please place a new order and return any eligible unopened item as above.
Orders & Payments
Do you offer local pickup?
At this time, we ship directly to your door. If you’re in the Lougheed, BC area and would like to request pickup, reach out and we’ll let you know if we can arrange it.
How can I make changes to my order?
If your order hasn’t shipped yet, email us at info@milkytallow.com as soon as possible. We’ll do our best to update or cancel before it’s processed.
How can I check the status of my order?
Once your order ships, you’ll receive a confirmation email with a tracking number. You can use this number to follow your package right to your door.
What forms of payment do you accept?
We accept all major credit cards, PayPal, and secure checkout through our online store. Your payment details are encrypted and never stored on our servers.
Product
Where do you get your tallow?
We source our beef tallow from local Canadian butchers, using only grass-fed, pasture-raised cattle. Each batch is carefully rendered and purified to create a nutrient-rich base for our creams. This ensures our skincare is both sustainable and skin-compatible, staying true to our philosophy of simple, effective, and natural care.
Is tallow safe for sensitive skin?
Yes. Our creams are formulated with grass-fed Canadian tallow and soothing botanicals like aloe vera and green tea. They’re designed to be gentle and nourishing, even for sensitive or reactive skin.
Will your face cream feel greasy?
No. While tallow is deeply moisturizing, our formula is carefully balanced with lightweight oils and actives. It absorbs quickly, leaving skin soft and hydrated without a heavy or oily finish.
Do I still need a serum or moisturizer if I use your Multi-Active Cream?
Our Multi-Active Cream is designed to be an all-in-one daily moisturizer. It combines hydration, barrier support, and active ingredients like niacinamide and bakuchiol, so most people don’t need an additional serum or moisturizer.
PRIVACY & DATA
What personal information do you collect?
Only what’s needed to fulfil your order and run the store: contact details, shipping/billing addresses, order info, account preferences, support messages, and essential cookies/session data for checkout and security. We don’t store full card numbers.
Do you sell my data or share it for ads?
No. We don’t sell personal information or share it for cross-context behavioural advertising. We use service providers (e-commerce, payments, shipping, email) under contract and only to operate the store.
How can I access, correct, or delete my information?
Email privacy@milkytallow.com from your account email. We’ll verify identity and respond consistent with applicable law.
Do I still need a serum or moisturizer if I use your Multi-Active Cream?
Our Multi-Active Cream is designed to be an all-in-one daily moisturizer. It combines hydration, barrier support, and active ingredients like niacinamide and bakuchiol, so most people don’t need an additional serum or moisturizer.
