Frequently asked questions

 

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  • Do you have a customer service line to assist with online order inquiries?

    Yes, you can reach a customer service representative for assistance with ChapStick® online order inquiries at 1-888-261-3627, Monday – Friday from 9AM to 6PM EST.

  • Can I order ChapStick® via your toll free number?

    No, our call center representatives cannot intake orders at this time. Please visit: shopchapstick.com to place your order.

  • How do I order from your website?

    Simple – please visit: shopchapstick.com. Please note: you do need to be located in the United States to place an online order from our store.

  • Can I order from the online store if I’m outside the United States?

    Products purchased online at our store can only be billed and shipped to destinations within the 50 United States.

  • Can I apply your website coupons to my ChapStick® online store purchase?

    Our Chapstick.com website coupon is not applicable to items purchased from the ChapStick® online store.

  • How do I track my order?

    If you set up an account when you placed your order, then simply log in and check your order status. Once your order has shipped, you’ll receive an email with your order number & a tracking link so you can track your order. You may also call our customer service line for assistance with order inquiries. Please call 1-888-261-3627, Monday – Friday from 9AM to 6PM EST. If available, please have your order number handy.

  • How do I find if your product is available at my local retailer?

    If you’d like to find ChapStick® at a local retailer, please use our Store Locator tool - chapstick.com/find-a-store.

  • What methods of payment do you accept?

    Payments for online orders can be made with a credit card or by using PayPal. For your convenience, the following cards are accepted:
    VISA, MasterCard, American Express and Discover.

  • How will my order ship and what are the shipping rates?

    Our Data Works handles order fulfillment for our online store. Our standard shipping is via United States Postal Service (USPS) First class mail and should arrive within 3-5 business days. Orders to Hawaii and Alaska will ship via Priority mail. There is a flat shipping rate of $3.00 per shipping address. Shipping is free on ChapStick® online product orders of $15.00 or more (per shipping address).

  • Can I cancel or change an order?

    Please call our customer service line at 1-888-261-3627, Monday – Friday from 9AM to 6PM EST for further assistance with this inquiry.

  • What should I do if I received the wrong item or a defective item?

    Our online store customer service representatives will be happy to assist you and can be reached at 1-888-261-3627, Monday – Friday from 9AM to 6PM EST.

  • What’s your return policy?

    You may return items within 30 days of placing your order. We can only accept returns if the product is unopened and in its original packaging. For help with returns questions please call our online store customer service center at 1-888-261-3627, open Monday – Friday from 9AM to 6PM EST.

  • If I need to exchange or return item(s), is my return shipping paid for?

    We’re sorry, return shipping costs are the responsibility of the customer.

  • What address should I use for returns and is there any information I should include?

    Returns can only be accepted for ChapStick® products purchased via our online store.

    Please send returns to:


    ChapStick

    1504 Fairway Drive

    Lewisville, TX 75057


    You should include a copy of your packing slip along with a note describing the reason for your return. If you do not have a copy of your packing slip, please include a note with your complete name, address, and phone number along with the reason for your return. Original shipping charges are only refunded if the product is defective or we shipped you the wrong product.

  • Does the ChapStick® online store require a minimum order quantity?

    Yes, there is a minimum order quantity requirement of 3 items in order to submit and complete your purchase.

  • I forgot my password. How do I retrieve it?

    Please click the "My account" link. On the "Sign in or Create an Account" page, click the "Forgot your password?" link within the "Sign in" section on the right.

  • How do I update personal information for my account?

    Log in to your account, and click the "Your Account Details" link in the left sidebar. You can change your personal information from there.

  • Can I store frequently used shipping addresses for quicker checkout?

    Absolutely! Log in to your account and click the "Your Address Book" link in the left sidebar. Once you're on the page, click the plus sign on the top right to add a new address to your address book.

  • Can I have my order shipped to multiple addresses?

    Yes. In order to ship to multiple addresses you must create an account. Please click the "My Account" link located at the upper right corner of the page. On the "Sign in or Create an Account" page, click “Create an Account” and complete the required fields. There is a flat shipping rate of $3.00 per shipping address for orders under $15.00. For orders $15.00 or more (per shipping address), free shipping will be applied.

  • Who can see my Wish List?

    By default, all of your Wish Lists are set to private and only you are able to see them. However, if you'd like to share your wish list with others, you can. To do this, log in to your account and click the "Wish Lists" link in the left sidebar. Once you're on the page, click the "Share" link under the "Actions" section for any wish list that you'd like to share. It will provide you with a link to send out and share.

  • Do you have any special offers/promotions?

    When you spend $15.00 or more (per shipping address) on ChapStick® online products, free shipping will be applied to your order.

  • HOW DOES CHAPSTICK® LIP BALM WORK TO PREVENT CHAPPED LIPS?

    The product forms a barrier to prevent moisture loss and to protect lips from the drying effects of cold weather and wind, which may cause chapping. It also softens the skin to restore suppleness to the lips.

  • DO CHAPSTICK® PRODUCTS CONTAIN TREE NUTS, PEANUTS, SESAME SEEDS, AND/OR SUNFLOWER SEEDS?

    Certain products do contain ingredients derived from sunflower seeds and tree nuts, for more information and to find out about specific products, please contact our Customer Care Center at 1-877-227-3421.

  • WHAT IS THE DIFFERENCE IN THE TWO SIDES OF CHAPSTICK® HYDRATION LOCK DAY & NIGHT?

    The Day formula in ChapStick® Hydration Lock Day & Night is a skin protectant/sunscreen and contains SPF 12 to help protect lips by day. The Night formula contains tamanu oil, natural butters and antioxidants to replenish your lips by night.

  • WHAT IS THE DIFFERENCE IN THE TWO SIDES OF CHAPSTICK® HYDRATION LOCK MOISTURIZE & RENEW?

    The Moisturize formula in ChapStick® Hydration Lock Moisturize & Renew smooths and reduces the appearance of fine lines. The Renew formula contains natural butters like Shea and Mango to instantly condition and soften lips.

  • DOES CHAPSTICK® LIP BALM CONTAIN ANY ASPARTAME?

    No.

  • DOES CHAPSTICK® LIP BALM CONTAIN ANY FISH DERIVATIVES?

    No.

  • DOES CHAPSTICK® LIP BALM CONTAIN ANY LACTOSE?

    No.

  • DOES CHAPSTICK® LIP BALM CONTAIN ANY OATS, RYE OR BARLEY?

    No.

  • DOES CHAPSTICK® LIP BALM CONTAIN ANY PORK DERIVATIVES?

    No.

  • DOES CHAPSTICK® LIP BALM CONTAIN ANY SULFITES?

    No.

  • DOES CHAPSTICK® LIP BALM CONTAIN ANY YEAST?

    No.

  • ARE ANY INGREDIENTS DERIVED FROM ANIMAL SOURCES? WHAT IS THE SOURCE?

    Certain ChapStick® products contain lanolin, which comes from sheep, and white wax, which comes from bees.

  • DOES CHAPSTICK® CONTAIN ANY PRESERVATIVES

    Yes, some ChapStick® products contain preservatives. To find out about specific products, contact our Customer Care Center at 1-877-227-3421.

  • WHAT SUGGESTIONS DO YOU HAVE FOR REMOVING CHAPSTICK® LIP BALM STAINS FROM CLOTHING?

    Go to your local dry cleaner. There also may be resources online.

  • HOW SHOULD CHAPSTICK® LIP BALM BE STORED?

    ChapStick® should be stored at room temperature, between 68°F and 77°F (20°C and 25°C).

  • WHAT IS THE SHELF-LIFE/EXPIRATION DATE OF CHAPSTICK® LIP BALM?

    Expiration dating is related to certain ingredients, like sunscreens and skin protectants. ChapStick® products that are not labeled with these ingredients do not require expiration dates. Products without an expiration date do not expire. For best freshness, we recommend that you use your ChapStick® within one year after opening and store it at 20-25°C (68-77°F).

  • ARE CHAPSTICK® PRODUCTS TESTED ON ANIMALS?

    Animals are not used to test ChapStick®. Volunteers are used to test new products.

  • WILL ANY OTHER chapstick® FLAVORS BE INTRODUCED?

    Our Company is always researching new flavor trends and ideas to keep our product portfolio fresh for consumers. For the most up to date information on new products and product announcements, follow us on Facebook!

  • WHICH CHAPSTICK® LIP BALM PRODUCTS ARE THE MOST POPULAR?

    Our three most popular products include Moisturizer Original, Classic Cherry and Classic Original.

  • HOW IS CHAPSTICK® LIP BALM MADE?

    The process of manufacturing ChapStick® is similar to following a recipe. A big blender mixes the heated ingredients of ChapStick®. The color and flavor are added, and then the warm mixture is poured into containers. Most of the process is mechanical.

  • DO CHAPSTICK® LIP BALM PRODUCTS CONTAIN A SUNSCREEN?

    Yes. ChapStick® Moisturizer Original, Green Apple, Raspberry Crème and Vanilla Mint flavors have an SPF of 12. ChapStick® Sun Defense has an SPF of 25 and ChapStick® LipSHIELD365 has an SPF of 50+.