FAQs

• SHIPPING / PAYMENT

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  How much is shipping and when can I expect my parcel if I placed an order today?

  All Canadian orders over $75.00 (based on your shopping cart subtotal) qualify for Free Economy Shipping (excluding orders to remote or airstage locations). Orders under $75.00 will incur a flat shipping rate based on where you want your package sent. Shipping rates and estimated delivery times are determined at checkout after you input the shipping address. Canada is a big country geographically so delivery times will vary.

  If you’d like to get your ‘Goo faster, we do offer Express Shipping rates. Shipping rates and estimated delivery times are determined at checkout after you input the shipping address. Unfortunately, this service is not available to remote or airstage locations.

  All Canadian orders require 1-3 business days to be processed, picked, packed and prepared for shipping. This applies to all orders regardless of the shipping method you choose.

  To see if your post code qualifies as remote or airstage, all remote locations are listed here, and all airstage locations are listed in Canada Post’s Air Stage Offices List.

  What payment method do you accept?

  Payment can be made via credit card (Visa or Mastercard) or PayPal.

  Do MooGoo online orders come with tracking?

  We ship your goodies using multiple delivery partners, based on where you want your package to go. All orders have parcel tracking and you’ll receive an email with tracking information as soon as your package leaves our warehouse. If you haven’t receive a tracking email within 3 days of placing your order, please get in touch with us and we’ll look into straight away.

  What's your Return Policy?

  MooGoo has a 100% customer satisfaction policy. If you’re not satisfied with any product(s) you purchased from our website, we’ll happily organize a refund or exchange.

  If you’d like to make a refund or exchange request, please email info@moogooskincare.ca with your order number (which can be found in you order confirmation email), the item(s) that you would like to return, and the reason for the return.

  One of our friendly Customer Service team members will reach out to you as soon as possible to arrange to have the product(s) returned to us. When returning products, please keep your proof of return (your tracking number) in the event the parcel goes missing in transit.

  Requests for returns and exchanges should be made within 60 days of the original order date and the product(s) must be substantially unused.

  I just placed an order online but I want to cancel it. Is this possible?

  Should the need arise to cancel an order after you've placed it, we’ll do our best to accommodate your request. Order cancellation is a time-sensitive action, so please get in touch us ASAP at info@moogooskincare.ca.

  Please note, that once your order moves into the processing stage in our warehouse, we may no longer be able to cancel it. Should this be the case, we can help facilitate a return upon delivery.

  I have a coupon code to use. How do I use it?

  Occasionally, you might come across a coupon code to use on our website to receive a specific offer with your online order. Each code can only be used once per customer, and the offer connected with the code is not available with any other offer (2 codes cannot be applied to the same order). All coupon codes have expiry dates that need to be adhered to without exception. All coupon codes must be applied in the Checkout stage, not in the Shopping Cart. The discount or offer will be reflected in the order subtotal once the code has been applied correctly.

  I have a coupon code to use but it’s not working. What should I do?

  After you input a coupon code in the Checkout stage (cannot be done in the Shopping Cart), if your order total has not changed (in the case of a discount), or you cannot see that the offer has been applied, then the code has not been accepted or applied correctly. If this is the case, please contact us at info@moogooskincare.ca before your order is complete so we can help you with this issue.

  Discount Codes are not valid for any value packs, gift sets, bundles, or already discounted products.

  I have a coupon code that I want to use but I couldn’t get it to work so I placed my order anyway. Can I get a refund for the discount amount (or offer) for the code I tried to use?

  If you try to apply a coupon code in the Checkout stage and it does not work, do not go ahead with the purchase as is. Please contact us at info@moogooskincare.ca or on our live chat before your order is complete so we can help you with this issue. We will not provide refunds later for a discounted amount or offer if the coupon code is not applied to the order correctly.

  I should have a Bonus Gift in my order but I can’t see it in my Shopping Cart. What should I do?

  Please check the qualifier of the promotion to make sure all conditions have been met. Conditions vary for each promotion. Bonus Gifts are added to the Shopping Cart automatically. If a certain value needs to be reached, this will be based on the subtotal of your order and not the total. Shipping is not included in the dollar amount qualifier. If you also apply a coupon code, please make sure to check that you still qualify for a Bonus Gift offer. For example, if the gift is not showing in your Shopping Cart or has disappeared, it means that conditions haven’t been met or are no longer being met. If this is the case, adjust your order accordingly. If you’re still experiencing issues, please contact us at info@moogooskincare.ca or on our live chat before your order is complete so we can help you with this issue. We cannot add Bonus Gifts to an order once it has been placed.

  The product I received looks different that the picture I saw on the website? Is it the same?

  Due to intermittent changes in packaging design, the product you receive might differ in appearance from what you see on the website. We assure you that the ingredients inside are the same even if the product name, label or box has changed in appearance. If you have a question about a specific product you’ve ordered, please get in touch with us if you need further clarification.

• GENERAL

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  Are your products tested on animals?

  The only animals we use for testing are our own bodies. Friends usually test it next. If they like it and ask for more, we keep it. That's how all of our products have been developed.

  Are your products made of milk?

  We aren’t called MooGoo because our products are based on milk. If you think about it, putting any meaningful amount of fresh milk into a cosmetic product and then putting it on a shelf in a store for a while would not end well – yuck! We do use ethically and sustainably sourced Milk Protein from a credible Australian supplier in a some of our skincare and hair care products because research has found that it helps to increase skin elasticity by up to 20%, as well as protects hair fibres and revitalizes hair's natural protective layer. The only products we make that contain fresh milk is our solid Cleansing Bars. This is only possible due to the way soaps are made, but this is not possible for creams or shampoos/conditioners. Not all of our products contain Milk Protein, so if allergies are a concern, we do have some other great and healthy options for you to choose from. The only other non-vegan ingredients we use is some of our products other than Milk Protein are Honey and Beeswax.

  Can I use MooGoo on a newborn?

  We get this question a lot, and the simple answer is YES! All of the ingredients we use in our products are gentle enough for newborns. We suggest you always patch test first to check for allergies to any natural ingredients.

  Are ALL product ingredients listed on the packaging?

  YES! Here at MooGoo we take the "No Gimmick" approach very seriously and believe it is important to inform people what they are putting on their skin. "Therapeutic Products" actually have no requirement to list all of their ingredients, but we do it voluntarily. No secrets here...we are as proud of the back of the bottle as we are of the front.

  Where should I store my MooGoo and do your products have an expiry date?

  All MooGoo products have an expiry date noted on the label (generally on the back or at the seal), but should last 24 months if stored under 30 degrees, away from sunlight.

  Are MooGoo products safe for use after the best before date?

  We cannot guarantee the effectiveness of products after this date, however, generally the products maintain integrity well beyond the best before date!

  My product is a different colour/different consistency to the last one. Has the formula changed?

  When working with natural ingredients there can be slight variances from batch to batch that can cause a change in smell, colour and texture. You may also notice changes in colour after having used a product for a couple of weeks. This happens when the top layer of the cream is exposed to air and mixes throughout the cream, resulting in an overall colour change. The product itself is still safe for use.

  I can’t seem to get all of the product out of the bottle with the pump? Why is this happening?

  Based on requests from the Herd, we created larger sizes of our moisturizers as we know that when you love something, you often want to buy in bulk. Larger sizes are better value for money, use less plastic and you can get more ‘Goo in one go. When it comes to products with higher viscosity (thicker in nature), it can be harder for them to be dispensed through a pump system when the product is running low. This means that you might not be able to access every last drop with the pump provided. To get your hands on the last bit of product in the bottle after it can no longer be pumped, simply turn the bottle upside down and allow the product to make its way to the top of the bottle with the help of gravity. Now when you unscrew the cap, the product will be there ready for you to use and enjoy as needed. We use bottles with pump tops instead of jars as we find this to be much more sanitary delivery system.

  Is MooGoo safe to use during pregnancy and while breastfeeding?

  Absolutely! All our products use natural ingredients that are also generally edible. We do recommend performing a patch test for allergies before use.

  Our Skin Calming Cream does contain Essential Oils which some internet sites do suggest avoiding during pregnancy. However this usually refers to aromatherapy or applying the oil directly to the skin. We only use very small amounts, but of course it is always a personal choice and we recommend to patch test for allergies before use.

  Are your products certified organic?

  Our products are made of natural ingredients, but not all of them are certified organic. Organic certification can be very useful when it comes to unprocessed food to ensure it is free of pesticides and not genetically modified. However, when it comes to skin care, ingredients are usually refined in order to draw out the pure oils and other cosmetic grade ingredients. Impurities and unwanted components are filtered out which means they become free of pesticides. Cosmetic grade ingredients, whether natural, organic or synthetic, need to be delivered with purity standards.

  We have chosen to focus on natural, edible ingredients based on how much they help the skin rather than whether or not they get the tick of approval by organic certifying bodies. Natural is almost always best in our opinion.

  Are your products Vegan?

  We have a few vegan products in our range. In some of our formulas, we've chosen to use Milk Protein and Honey in some of the creams. Below are the products in our range that are Vegan-friendly:

  • Skin Calming Cream
  • Fresh Cream Deodorant
  • Milk Wash
  • Scalp Cream

  How do you treat your cows? And where do you source your Milk Protein?

  This is a common misconception about MooGoo. It may come as a surprise, but we don’t have any cows of our own. But, when it comes to sourcing our ingredients, animal welfare is a topic that we’re very mindful of. We would never choose to use an ingredient that was derived in a way that harmed any animal in its making. The main dairy-based ingredient we use in our products is Milk Protein as it has some wonderful benefit for human skin and hair. We don't make our own Milk Protein, so we buy it from a credible supplier here in Australia. To make sure we know where our Milk Protein was coming from, we’ve spoken extensively with the supplier and received word from their quality manager at the farms where the lovely cows are looked after. They’ve guaranteed they are members of SEDEX, which ensures that ethical practises are always used and implemented in all of their locations. They also place a high importance on the welfare of their cows and have no tolerance for any kind of animal cruelty. Regular site checks are conducted on their farms here in Australia to ensure these standards are being upheld.

  How do you choose your ingredients?

  A lot of thought goes into our ingredient choices, but here are a few of the main things we consider:

  1. Use non-irritating ingredients. Just because an ingredient is natural doesn't mean it is always gentle. Many essential oils although lovely, can trigger reactions so we don't use too many of these. As well as many synthetic chemicals, there is a long list of natural ingredients we also avoid.
  2. It must be as safe as possible if ingested or absorbed. Everything is a poison if you consume enough of it, even water (that's called Water Toxemia). We choose ingredients that are as edible as possible, using baking soda as the base line for comparison. Most ingredients we use like Aloe, our plant oils, even our preservative system based on Hops are also used in foods.
  3. Effective Ingredients. There's no point putting a tiny bit of Aloe Vera into our products as it’s mostly made up of water. But by using the concentrated extract of Aloe, we can benefit from the full concentration of the good bits of the Aloe plant.

  Why do you use *insert particular ingredient*? I read on the internet that it causes death/cancer/pregnancy/nuclear armageddon etc.

  People usually understand that the internet is not a reference source and if you want to find a website to confirm any opinion from "Was the moon landing faked?" through to "Does Aloe Vera cause cancer?" you could probably find it. What we do to make sure our ingredients are healthy is to look at studies, not random websites that claim everything they don't use themselves is dangerous. You can find most of these studies using http://www.scholar.google.com. But if you're still unsure after reading through these, you can always get in touch. The formulator is passionate about what ingredients we have chosen to be healthiest for everyone.

  Top Tip: Some people investigating ingredients will use an MSDS sheet. This document (Material Safety Data Sheet) is for the bulk handling of a material, not when it's used in a product. So, for Wheat Flour for example, the MSDS will have all sorts of warnings from triggering allergies to respiratory irritation. That doesn't mean avoid bread, it just means wear a face mask when pouring out the flour.

  What is the pH level of your products?

  All of our products are balanced to human skin, so 5.5-6.0.

  I need a Material Safety Data Sheet (MSDS) for *insert product*, where can I find this?

  If you require an MSDS, please e-mail info@moogooskincare.ca and we’ll have it sent to you.

  I used to order from the USA website and the packaging looked different than what I received this time. Why?

  Due to Canadian packaging requirements, we were not able to simply ship our products over from Australia as is. All products also need to go through a strict approval process with Health Canada, and these things take time. It took us over 2 years to get all the needed paperwork, approvals and new label designs completed, but we got there eventually. This means that product you order from our Canadian website will have English and French on the labels, and you can rest assured that the product inside is exactly the same as what is available on all of our other websites.

  Why aren't all MooGoo products available on the Canadian site?

  Due to Canadian packaging requirements and product approval process, we weren't able to take on launching all of our products in Canada at once. This means we can only have a limited line-up of our best-sellers for now, but will most certainly expand the range further as soon as we are able to. 

• ALLERGIES

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  I have extremely sensitive skin, will I react to MooGoo?

  Everybody is different and what works for some will not for others. Some people have allergies to natural ingredients. A good example of this is that people may be allergic to certain fruits, nuts or milk, but never to synthetic products like Cola. This does not mean Cola is better for everybody; it is simply how the immune system works. At MooGoo, we believe for most people, natural products are better. As with all natural products, we do suggest you patch test first to ensure no reactions.

  'Fragrance' is listed as one of the ingredients in some of your product. What does this mean?

  When we first started making products, we used a blend of essentials oils to give them a lovely fragrance. But many people have severe reactions and allergies to them, even in small amounts. As a result, and because we make products for people with sensitive skin, we took them out of most products. Instead, we helped to develop a special kind of fragrant oil, whereby each component in it is less than the EU allergy threshold. This is how we can have a pleasant-smelling product without the reactions. The scents we use are proprietary blends from the company we get them from, and we’ve had no reactions since we made the switch. Also, of course it is free from phthalates, which is the main concern in fragrances.

  I'm Lactose intolerant. Are MooGoo products safe for me to use?

  Our products do not contain milk, but we do add Milk Protein to some of our moisturizing creams and as it happens to be very good for maintaining skin elasticity and for protecting the hair shaft in our hair care products. The protein is not related to Lactose. If you have an allergy to Milk Protein (rather than Lactose) you may want to choose creams without Milk Protein. They include the Skin Calming Cream, Soothing MSM Moisturizer and Scalp Cream.

  My child has a nut allergy. Do I need to use nut-free skin care products?

  Most allergies to nuts are triggered by nut proteins, not nut oils. But when it comes to allergic reactions many people choose to be extra cautious and avoid anything made with nut oils as well.

  I am a coeliac, what products do I need to avoid?

  We haven't had tests done to be classified as 'Gluten Free' however none of our products contain any ingredients that contains gluten so we believe we are gluten free. We always urge everyone to patch test before use to ensure no reaction to any of the natural ingredients is going to occur.

  I have a number of allergies and sensitivities, can I try some samples before I buy?

  Unfortunately, it's not possible for us to send out samples to everyone, even though we would love to be able to do so! Keep in mind, we do also have a 100% customer satisfaction policy, so if you do happen to react or are unhappy with the product; you can return your product for a refund or exchange.

  How do I perform a Patch Test?

  Apply a pea-sized amount of product as close as possible to the most affected area and leave for 24 hours. If any sort of irritation occurs, discontinue use immediately. If you do not experience any irritation you may go ahead and use as directed.

• SKIN PROBLEMS

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  I think I have Eczema. Are your products suitable for Eczema Prone Skin?

  Eczema can be thought of as an allergy that breaks out on the skin, often starting with small red bumps and spreading with an itch. Your doctor will provide more information and often prescribe a cortisone based anti-inflammatory cream. This can be very effective at bringing an acute breakout under control, but there are limitations for longer term use as discussed with your health care professional.

  We recommend using a gentle cleanser like our Milk Wash to help keep skin happy and hydrated by not stripping the natural oils which can cause dryness and irritation. Our Skin Calming Cream has helped a lot of adults and babies with their skin concerns. In fact, without any advertising it has become one of our most popular products through word of mouth. Please remember though that one cream won't fix every skin problem for everyone. Apply to the affected areas only.

  Our Soothing MSM Moisturizer is also great as it helps to soothe and re-hydrate the skin. It can be applied on top of the Skin Calming Cream once it has absorbed into the skin. It can also be applied all over the body as a general moisturizer. Once the condition improves, you can use this to maintain healthy skin.

  Is the Skin Calming Cream a moisturizer?

  Although the Skin Calming Cream has some moisturising oils, it is not specifically a moisturiser that easily spreads all over the body. It only needs to be applied to affected areas of skin and works great in conjunction with a moisturizer. Our Soothing MSM Moisturizer is ideal as it has high concentrations of MSM, a well-known soothing ingredient.

  Can I use the eczema cream on eyelids?

  The Skin Calming Cream can be used on the eye lid, NOT the eyeball though!

  What products do you recommend for irritable skin?

  We recommend using our Skin Calming Cream on affected areas and in conjunction with our Soothing MSM Moisturizer to soothe and moisturise the skin. Apply the Skin Calming Cream first and allow it to soak in for 2 minutes. Then apply the Soothing MSM Moisturizer over top and anywhere else you like for some added moisture and TLC. We also recommend using a gentle cleanser like our Milk Wash to help keep skin happy and hydrated by not stripping the natural oils which can cause dryness and irritation.

  What's the best way to apply the Scalp Cream to the scalp?

  For best results, apply the cream to damp hair. Part the hair in as many places as possible and leave it in overnight. In the morning gently dry brush the hair. You may notice that dry flakes will be removed; this is a good sign as it means a fresh layer of skin has appeared that should be free from irritation. You can then rinse out with a natural shampoo (we think ours is pretty good) to remove any excess. Repeat this until the condition has cleared, most people see results within three days.

  I have flaky skin on areas surrounding the nose, ears and nape of the neck. What is it?

  In most cases this would be Seborrheic Dermatitis. This is usually caused by an over proliferation of a type of yeast on the skin known as Malassezia yeast. This is a normal part of our skin's micro-flora but can break out in oily areas such as the scalp, ears, eyes and face. Our Skin Calming Cream was formulated to help with this and can be used in conjunction with our Scalp Cream (to keep the area moisturized).

  My scalp is causing me "big issues". What should I do?

  "Psoriasis of the Scalp" can sometimes be confused with Seborrheic Dermatitis. Seborrheic Dermatitis will cause an itchy or flaky scalp, but can also spread to the hairline, ears, the eyes and eyebrows or along the side of the nose as well as other areas. It is related to Cradle Cap and is a reaction to the Malassezia yeast which is a normal part of the skin's micro-flora. Our Milk Shampoo and Cream Conditioner are natural and do not irritate the scalp, and we include Piroctone Olamine. As these are wash off products, the time that they can remain in contact with the skin to help is limited. If the condition is severe, a cream such as our Scalp Cream can be rubbed onto the affected areas. Plaque Psoriasis can be much more difficult to control and there are specialized products that may need a prescription from your doctor.

  I am currently undergoing Chemo / Radiation Therapy, what products are safe for use?

  Our entire range is very gentle, however a number of oncologists across Australia recommend the Skin Milk Udder Cream for chemo and radiation. The formulation uses a combination of natural soothing oils, Allantoin and Aloe Vera, as well as Milk Protein to increase skin elasticity. It easily penetrates the skin with healing ingredients and is non-greasy.

  We also suggest our Milk Wash as it uses a combination of 4 very low-irritation cleansers, making it very gentle on the skin, and also helps to maintain good skin barrier function. It’s free from harsh, synthetic detergents that can further dry out the skin.. The key products to support the skin while undergoing cancer treatment can be found as a bundle in our Oncology Care Set.

• MOISTURIZERS

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  What ingredients do you avoid when making a moisturizer?

  There's lots of things you won't find in our creams (or any of our other products for that matter) because they were all formulated for family members and close friends, and we wanted the best for them. We steer clear of ingredients like Paraffin and Mineral Oils, which are derived from petroleum, but are commonly found in commercial moisturizers like Sorbolene. We don't think putting the stuff that goes into our cards on our skin is the healthiest thing we can do. We much prefer natural, skin-friendly oils because they provide your skin with soothing hydration and natural nourishment you won't get from the likes of petroleum jelly.

  We also don't use any synthetic preservatives such as Parabens and Phenoxyethanol, although they're still pretty common, even by a few brands that claim to be natural (you know who you are!). We avoid a lot of other things too, but there's way too many to list here. Instead, we just stick to natural and effective ingredients for healthy skin.

  My cream isn't white. Does this mean it has gone bad?

  You may notice that your cream isn't bright white or changes colour slightly over time. This is because we use natural ingredients which are often rich in colour and can change the colour of a cream after it's mixed in. Although people generally expect a cream to always be white, we choose not to use any bleaching ingredients to keep them white. So, don't be surprised if your cream changes to a light tan, pink or grey colour over time, it's not a bad thing and is perfectly fine to use (always check expiry dates)! It's also good to note that the colour of your cream may also vary slightly from tube to tube, or bottle to bottle.

  Are your moisturizers made of milk?

  We aren't called MooGoo because our moisturizers are made of milk. If you think about it, putting any meaningful amount of fresh milk into a cream and putting it on a shelf in a store for a while would not end well – yuck! We do use ethically and sustainably sourced Milk Protein from a credible Australian supplier in some of our skincare products because research has found that it helps to increase skin elasticity by up to 20%.

  Why is there fragrance in your moisturizers?

  We've toyed with the idea of not adding fragrances to our products, but the overall response from our customers is that they prefer our moisturizers with a subtle fragrance. Since we use natural ingredients, they can often come with a natural scent which can affect how the cream smells. This isn't a bad thing, but it's not always a smell that people expect a cream to smell like. For example, we use Hops Extract as a natural preservative system in many of our formulas and it comes with an earthy scent. While we don't mind it at all, it can be a big change from overpowering fragrances used in other moisturising products. We think that adding a bit of fragrance to our moisturizers gives them a pleasant scent that works well with the other natural smells of our natural ingredients.

  I see fragrance in the ingredients list, what is the fragrance exactly?

  When it comes to fragrance, in the past we tried to keep our products fragrance-free as many of our customers were allergic to them. At the same time, the overall response from our customers is that they prefer our moisturizers with a subtle fragrance. To do this, we had to make sure that the inclusion of any fragrance wasn't going to compromise the gentleness of our formulas.

  The main concern with most fragrances is that they're often made with phthalates. Of course, we don't use these in our formulas because they're well-known to be irritating to the skin, often causing dryness and itching. Instead, we use a blend of non-irritating, hypoallergenic fragrances that are suitable for even the most sensitive skin. Each part of this fragrance blend is below the EU's allergy threshold, and we have used it in many of our products for years now without any reactions. The fragrances we use are proprietary blends from a company we work with, so unfortunately, we cannot reveal their exact details. Think of it as our top secret, reaction-free recipe!

  Are your moisturizers suitable to use on the face?

  In general, most generic body moisturizers are made with very average ingredients to make skin feel smooth and cover a large area (skin is the largest organ). They can also be quite heavy and greasy, so not the most ideal to wear on your face or under makeup. Many body moisturizers are also made with powerful penetration enhancers based on Glycols and PEGs (essentially solvents) that help the cream penetrate the top layers of the skin, so they don't feel as greasy. We suggest not using any creams that fall into this category, but especially not on your face and the delicate skin around your eyes. BUT, if your body moisturizer is made with high-quality, skin-friendly, natural ingredients like ours are, then YES, they're absolutely suitable for use on the face, in fact, we recommend it! The natural, skin-friendly oils we use will sink into the skin to quench deep down dehydration, also making them non-comedogenic, meaning they won't block your pores either.

  Is this product pH balanced? What does that mean?

  Yes, it sure is! The pH level of our moisturizers is balanced to 5.5, which is similar to human skin. Essentially, pH can be measured from 0 to 14 depending on how acidic or alkaline a substance is. Since our skin sits at a pH of about 5.5, it's slightly acidic. Healthy skin can retain moisture, maintain a robust microbiome and keep irritants away. We of course want to support this, so using creams that are pH balanced to match our skin is one of the best ways to do this.

  I can't seem to get all of the product out of the bottle with the pump? Why is this happening?

  Based on customer demand, we created larger sizes of our moisturizers as we know that when you love something, you often want to buy in bulk. Larger sizes are better value for money and use less plastic. When it comes to products with higher viscosity (thicker in nature), it can be harder for them to be dispensed through a pump system when the product is running low. This means that you might not be able to access every last drop with the pump provided. To get your hands on the last bit of product in the bottle after it can no longer be pumped, simply turn the bottle upside down and allow the product to make its way to the top of the bottle with the help of gravity. Now when you unscrew the cap, the product will be there ready for you to use and enjoy as needed. We use bottles with pump tops instead of jars as we find this to be a much more sanitary delivery system.

  What does "Dermatologically Tested" mean?

  You may have seen the term “Dermatologically Tested” on lots of products before, but did you know there's no actual definition or regulation for this term? Because that didn't sit right with us, and because our aim is to make products for people with very sensitive skin, we decided to send a bunch of them off to be tested in an independent lab on 54 people who reported having sensitive skin. The results were given on a scale of 0 to 5 with 0 being no irritation or redness and 5 being a reaction. We're happy to report that other than one person who had a reaction to the adhesive on the patch and another who found the patches painful to remove, all subjects reported 0 for redness and irritation for all the products we sent for testing. To check out the full report and summary of the test we did on this product, click here.

   

• HAIR CARE

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  Why do you only make one shampoo?

  We get this one a lot. It may seem odd since shampoos usually seem geared to a specific hair concern like dry, oily, coloured, damaged (need we go on?) etc. But in our opinion, we don't think it's needed if you make a good shampoo, and hair just needs to be washed. And if you look closely you might notice that there isn't much difference in the ingredient listings anyway. It's kind of like pet food made specifically for indoor pets and outdoor pets (which is actually a thing) – not sure what difference this would make.

  Does your shampoo strip colour?

  When formulating our shampoo, we learned a lot in the process. "colour-lock Shampoo" is basically shampoo that is SLS-free and is not alkaline. Alkaline hair products open up the hair cuticle and leach colour out as well as make the hair feel squeaky (aka "clean"). Our Milk Shampoo is already SLS-free and a pH that is slightly acidic for the reasons mentioned above, so it's "colour lock shampoo" by nature, although we don't think it's an accurate description. "Damaged hair" shampoos are also usually just lower in sulphates so we've got that covered already.

  Will you ever bring out a shampoo bar?

  As much as we love less plastic packaging, unfortunately we aren't able to make these and keep in line with our ingredient philosophy. Also, natural shampoo bars by natural are alkaline and alkaline hair products open up the hair cuticle and make the hair feel squeaky (aka "clean") which we think isn't great for the hair long-term.

  I have dry / oily hair. Do you have a shampoo for that?

  A shampoo intended for oily hair has a higher concentration of cleansers than a dry hair shampoo because more cleaning is required. But you can achieve much the same result by just varying the amount of shampoo you use.

  Why do you only make one conditioner?

  It may seem odd since conditioners usually seem geared to a specific hair concern like dry, oily, coloured, damaged (need we go on?) etc. But in our opinion, we don't think it's needed if you make a good conditioner. If you look closely you might notice that there isn't much difference in the ingredient listings anyway. It's kind of like pet food made specifically for indoor pets and outdoor pets (which is actually a thing) – not sure what difference this would make.

  I have dry / oily hair. Do you have a conditioner for that?

  A conditioner intended for oily hair has a lower concentration of conditioning ingredients than a dry hair conditioner because less hydration is required. But you can achieve much the same result by just varying the amount of conditioner you use.

  Are your hair products made of milk?

  We aren't called MooGoo because our products are based on milk. Fresh milk in a shampoo or conditioner would go off and be smelly. Yuck! We do use Milk Protein in our hair care products because it helps protect hair fibres and revitalizes its natural protective layer. It's sourced ethically and sustainably from happy and healthy cows raised on a beautiful farm in New Zealand.

• BODY CARE

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  Do natural deodorants work?

  The confusion here seems to be endless. The answer is, well it depends. In comparison to antiperspirant products, which just like the name implies are anti-perspiration, then no, ours doesn't work. The reason for this is because it's a deodorant, which means it deodorizes. No natural deodorant is an antiperspirant because ingredients that stop you from sweating by clogging your sweat glands contain aluminum, and putting aluminum under your arms isn't exactly the most natural thing in the world.

  Whether a crystal, a paste, or a roll-on like ours, the effectiveness of a deodorant is how well it controls your smelliness. Specifically, we use an alkaline formula to control odour-causing bacteria from throwing a party (no bacteria = no smell), but others like to use essential oils. We're just not that into smelling like a Tea Tree Forest, and essentials oils can sometimes sting the delicate, thin skin of the armpit. You will still sweat – a natural process, and one we prefer not to mess with.

  What's the deal with switching to natural deodorants?

  We often hear from customers who start using our natural deodorant after a long history of antiperspirant use. After a few days, some of them get in touch concerned that our deodorant doesn't work for them, but mostly they're just not used to sweating at all and think it's not working. Some of them even let us know that they became really smelly. While this sounds bad, it's actually a good thing. It means that your sweat glands are starting to detoxify themselves after being clogged up for so many years. Hallelujah! We found that there is a transition period of about 2 weeks as the body adjusts to the new glorious freedom of natural deodorant.

• BABY RANGE

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  Does the 2 in 1 Bubbly Wash need to be washed off after use?

  Adding a pump or two into a bath would not require washing off. If using in the shower, we would recommend you use this under the water which would wash it off for you. Use it just like a regular body cleanser, only it leaves your skin super soft!

  Can I use MooGoo on a newborn?

  We get this question a lot. But the answer is YES! All of our products are suitable for newborns but we suggest you always patch test first to check for allergies to any natural ingredients.

  My baby accidentally ate some of the product, will they be ok?

  We don't recommend using our products as baby food, but if some is ingested you can rest assured that our products are made from 100% natural, edible ingredients.

• CLEANSERS

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  What ingredients do you avoid when making a cleanser?

  There's lots of things you won't find in our cleansers (or any of our other products for that matter) because they were all formulated for family members and close friends, and we wanted the best for them. We steer clear of ingredients like SLS and SLES, which can be found in many commercial toothpaste, shampoos and hand soaps to floor cleaners and engine degreasers. It's quite a harsh ingredient and doesn't play nice with skin, often causing dryness, irritation and even skin flare-ups.

  We much prefer naturally derived, skin-friendly cleansers because they provide a gentle and thorough cleanse without over-stripping the skin of its natural oils. We also don't use any synthetic preservatives such as Parabens and Phenoxyethanol, although they're still pretty common, even by a few brands that claim to be natural (you know who you are!). We avoid a lot of other things too, but there's way too many to list here. Instead, we just stick to natural and effective ingredients for healthy skin.

  Are your cleansers made of milk?

  We aren't called MooGoo because our cleansers are made of milk. If you think about it, putting any meaningful amount of fresh milk into a product and putting it on a shelf in a store for a while would not end well – yuck! Our Cleansing Bars do contain fresh milk, but the fresh milk will not go rotten because the saponified oils prevent bacteria from forming.

  Why is there fragrance in your cleansers?

  We've toyed with the idea of not adding fragrances to our products, but the overall response from our customers is that they prefer our cleansers with a subtle fragrance. Since we use natural ingredients, they can often come with a natural scent which can affect how the cream smells. This isn't a bad thing, but it's not always a smell that people expect a cleanser to smell like. While we don't mind this at all, it can be a big change from overpowering fragrances used in other cleansing products. We think that adding a bit of fragrance to our cleansers gives them a pleasant scent that works well with the other natural smells of our natural ingredients.

  I see fragrance in the ingredients list, what is the fragrance exactly?

  When it comes to fragrance, in the past we tried to keep our products fragrance-free as many of our customers were allergic to them. At the same time, the overall response from our customers is that they prefer our cleansers with a subtle fragrance. To do this, we had to make sure that the inclusion of any fragrance wasn't going to compromise the gentleness of our formulas.

  The main concern with most fragrances is that they're often made with phthalates. Of course, we don't use these in our formulas because they're well-known to be irritating to the skin, often causing dryness and itching. Instead, we use a blend of non-irritating, hypoallergenic fragrances that are suitable for even the most sensitive skin. Each part of this fragrance blend is below the EU's allergy threshold, and we have used it in many of our products for years now without any reactions. The fragrances we use are proprietary blends from a company we work with, so unfortunately, we cannot reveal their exact details. Think of it as our top secret, reaction-free recipe!

  Are your cleansers suitable to use on the face?

  Yes, all our cleansing products are suitable for use on the face and body. In general, most generic body cleansers are made with very average, cheap detergents that clean the skin. While skin, of course, needs to be cleaned, it doesn't need to be done with harsh ingredients that strip the skin of its natural oils, often leaving it tight and dry. BUT, if your cleanser is made with high-quality, skin-friendly, natural ingredients like ours are, then YES, they're absolutely suitable for use on the more delicate skin of the face, and also suitable for all ages, skin types and genders – the whole family!

  Is this product pH balanced? What does that mean?

  Yes, it sure is! The pH level of our cleansers is balanced to 5.5, which is similar to human skin. Essentially, pH can be measured from 0 to 14 depending on how acidic or alkaline a substance is. Since our skin sits at a pH of about 5.5, it's slightly acidic. Healthy skin can retain moisture, maintain a robust microbiome and keep irritants away. We of course want to support this, so using a cleanser that's pH balanced to match our skin is one of the best ways to do this. The only exception to this is our Cleansing Bars which have a higher pH, as is the nature of all cold-processed, cleansing bars.

  Why don't we make different cleansers for different skin types?

  We often get asked why we don't make different cleansers specific to different skin types such as dry, oily, normal or combination skin. While we believe that people have different skin types, if you look closely at ingredient labels, you'll notice that there often isn't much difference in the ingredient lists between products for different skin types. It's kind of like pet food made specifically for indoor pets and outdoor pets (which is actually a thing). A cleanser intended for oily skin just has a higher concentration of cleansing ingredients than a cleanser for dry skin because more cleaning power is required. But you can achieve the same result by varying the amount of cleanser used and cleanse twice if needed. Knowing this will hopefully cut down on the number of bottles in your shower.

  Are your cleansers soap-free?

  Yes, all our cleansers are soap-free and are pH balanced to 5.5, the pH of healthy human skin. Soap is a solid bar made through a process called saponification, causing the soap to have a higher pH level that our skin, but not all soaps are created equal. Commercial soaps are often made with vegetable or animal fats and can be very drying due to their alkaline nature. Our Cleansing Bars are saponified with ultra-hydrating, natural Cocoa Seed Butter and Olive Oil, making them great for dry and irritated skin. When used, dirt and impurities are washed away and the moisturizing oils remain behind on the skin, keeping it hydrated and s-MOO-th. They are also made with nourishing fresh buttermilk or goat's milk, making them suitable and soothing for even the most sensitive skin.

  Which is better, a soap or a cleanser?

  While the alkaline nature of soap can make it a more effective as a hand wash, all cleansers have the molecular structure that breaks down the membrane barrier of dirt, impurities, bacteria and viruses, as well as the mechanical action of washing them away with water. So basically, soap and cleansers both work in the same way to wash your skin and keep you clean. What you use mostly comes down to personal preference. Wash products have become more popular over the years, but sometimes it's good to have a cleansing bar on hand, and they also provide a plastic-free packaging option.

  Are your cleansers septic safe?

  As all of our ingredients are biodegradable and non-toxic, not only are they wonderful for your skin, but they are safe and suitable for septic and grey water too!

  What does "Dermatologically Tested" mean?

  You may have seen the term “Dermatologically Tested” on lots of products before, but did you know there's no actual definition or regulation for this term? Because that didn't sit right with us, and because our aim is to make products for people with very sensitive skin, we decided to send a bunch of them off to be tested in an independent lab on 54 people who reported having sensitive skin. The results were given on a scale of 0 to 5 with 0 being no irritation or redness and 5 being a reaction. We're happy to report that other than one person who had a reaction to the adhesive on the patch and another who found the patches painful to remove, all subjects reported 0 for redness and irritation for all the products we sent for testing. To check out the full report and summary of the test we did on this product, click here.

• ENVIRONMENTAL

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  Can you use less plastic?

  Like any thinking person, what we are collectively doing to the environment scares us. Up to 12 million tonnes of plastic enters the oceans each year! We get a lot of suggestions from customers asking us if we can swap our packaging to be made of different materials. The problem is that glass is not usually practical in the bathroom and requires more energy to make and transport. Refillable pouches are not usually recycled as they are laminated with different layers and need to be taken to a soft plastic recycling facility, which rarely happens.

  Recycling plastic back into cosmetic bottles requires more energy, detergent and bleaching as they are sorted and then cleaned before re-moulding, again using heat. So, our solution for now is to take plastic offcuts and rejects from manufacturers that would have otherwise gone to landfill, and these are re-moulded into our bottles. Of course, they are all recyclable at end of life. Usually, recycled plastic goes to making things like furniture or flooring, not new personal care bottles. For our tubes, we use virgin plastic for the layer that is in contact with the product, and recycled plastic for the outer layers. But let's not forget what's in the product and how that breaks down in the environment. There are a lot of ingredients we can't use because they don't break down quickly in the environment. This includes Silicones, SLS, many types of UV filters used in sun protection, Benzoates etc. All consumption has an impact, but we make the best choices we can, with the environment in mind. Check out more about our environmental initiatives here.

   

  Why do you use plastic packaging and not glass?

  Glass is certainly a great packaging option when reusing and recycling around the house, however, in Australia the Glass Recycling industry is non-existent. Whilst we hope to see this change very soon, right now it's cheaper to buy glass from overseas rather than to buy recycled glass locally. Sadly, glass bottles are just being piled up in landfills at the moment.

   

  What are your tubes made of?

  The tubes are actually made from a 5 Layer PBL plastic. This is a mix of both HDPE and LDPE (High Density & Low Density Polythene) but is mainly LDPE. Our tubing is fully recyclable and classed as a number 4 plastic. It can be placed in any curb side recycling bins.

   

  Do your products contain micro-plastics?

  No, certainly not. Micro-plastics are usually made from polyethylene, nylon and polypropylene, we do not use any of these ingredients.