FREQUENTLY ASKED QUESTIONS

PRODUCT USE

No, this isn’t necessary. Water will neutralize the acid, so if you feel like the tingling sensation is too much, rinsing your face will lessen it.
After cleansing your face morning and night, swipe the pad over clean skin and follow with your serum or moisturizer. We recommend starting with just once a day to ease into the routine.
Cane + Austin pads are effective yet gentle on your skin. You will experience a slight tingle, but, as we like to say, the tingle means it’s working! The best way to avoid irritation is to gradually introduce glycolic to your regimen. Start with once a day at the lowest grade of glycolic (if you're new to AHA acids) and work your way up.
3.4
Yes, you most definitely can. We recommend going gently on any other physical exfoliators, such as a pore cleanser brush, physical exfoliator face wash, or washcloth. These in combination with glycolic can make your skin irritated.
Yes you can, if you ease into the routine and make sure that you’re not overdoing it at first. Retinol and glycolic acid can be a powerful anti-aging combination when used correctly. Always check with your dermatologist to make sure you are using retinol in the correct way.
Yes it does increase your sensitivity to sunlight. Make sure you are taking all the necessary precautions when going outdoors by using an SPF 30+ especially in conjunction with your glycolic routine.
Yes, we recommend using products that are 10% glycolic acid or below. While pregnant, your skin can vary in sensitivity so be sure to start slowly.
Yes it can, in conjunction with other medications prescribed from your dermatologist. It will especially help with the dark “pits” that cystic acne can leave, and with evening out skin tone and redness.
You can absolutely use glycolic acid if you have dry skin. Despite the term “acid,” glycolic acid is a very gentle yet effective ingredient that can actually bring moisture back to the skin. The molecules in the acid will plump up your skin and give it what we call a #glycolicglow while bringing up your skin’s hydration levels.

CUSTOMER SERVICE

We currently accept Visa, MasterCard and American Express.
Please be advised that if you wish to cancel or modify your order please send an email as soon as possible to customerservice@caneandaustin.com.
Orders placed on a weekday before 1PM EST, generally begin processing that same day. Orders placed after 1PM EST will generally begin processing the next business ay. Orders placed on weekends or holidays will generally begin processing on the next business day. All orders are subject to review, and CANE + AUSTIN reserves the right to request additional identification information and to ship the order to the billing address. The billing information provided must be able to be verified and must match what your bank has on file. Order processing time begins as soon as the order is submitted, but may take up to 24-48 business hours should we need to reach out for additional verification.
Arrival of your order depends on several factors that include your geographic location and whether USPS can service your area in a timely fashion. Generally, we fill your order within 1-2 business days. USPS delivers within 5-7 business days, which makes the average shipping period about one week.
Our standard shipping method is via USPS (order will arrive in approximately 5-7 business days).


SHIPPING RATES:
For orders under $50 (before tax) – $9.99
For orders $50 and over (before tax) - FREE
At this time, domestic orders are limited to destinations in the continental United States. Purchases through caneandaustin.com unfortunately cannot be shipped to PO boxes or APO/FPO addresses with our shipping method, USPS. For international orders, you can check out our international distributor LOVELETTER.
Although we make every effort to keep sufficient stock of all product listed on our site, occasionally we do go out of stock on some products due to high demand. If we are out of stock on an item that you’ve ordered, we will notify you via e-mail. Any changes will be reflected in your order total as well as your shipping confirmation.
We hope that you love your products, but in the event that you don’t, we will accept any full-sized, unused product for a return or exchange within 14 days of initial purchase. We cannot accept returns of products purchased from other retail outlets. Due to the cost of producing high-grade, clinically tested ingredients, we do not issue refunds on opened products. In the event of an exchange, we will process a return and a new order must be places for the desired product. We regret that original shipping costs and return freight charges cannot be reimbursed.

When returning an item, please pack the goods securely, the same way they were shipped and keep a record of the method and date of your return shipment as we will not be responsible if the item is damaged or lost in transit back to us. Also, please include your packing slip and receipt, with your name, phone number, and the reason for your return.

To begin the return process, please email customerservice@caneandaustin.com.

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