Contact

Last updated November 11, 2026

A question about a flavor, an ingredient, a label, an order, a delivery or a return? Write to us and a real person will answer.

E-mail

contact@mouebalm.com

We reply within 2 business days. Business days are Monday to Friday, excluding US federal holidays. Customer service is by e-mail only: there is no phone line, and every message gets a written answer you can keep.

The shop does not take orders yet, but you are welcome to write to us about a product before it opens.

We cannot give medical advice

We can tell you what each product is, its key ingredients as described by the maker, how to use it and how to store it. We cannot tell you whether a product suits your skin, whether you can use it with a medicine or a skin condition, or what it will do for you. For that, please ask your doctor or pharmacist, and bring them the label. In an emergency, call 911. If a child swallows a product or the spatula, call Poison Control at 1-800-222-1222.

What to include

• Your order number, if you have one.
• The name and e-mail address used for the order.
• The product or products concerned and, if you have the jar, the batch code printed on it.
• A short description of what you need.
• For a product that arrived cracked, leaking, melted, wrong, or with a broken or missing seal: a photo of the jar, its cap and seal, its label, the packaging and the shipping label. There is nothing to mail back.
• To change a shipping address: the full corrected address, within our delivery area. Please write as soon as possible, because we cannot change the address once the order has shipped.

Tell us only what we need to help you. If you mention a reaction, an allergy or a skin condition, we use it only to answer you and handle your request, as explained in our Consumer Health Data Privacy Policy. A photo of the jar and its packaging is enough for a claim: we never need a photo of you.

Common requests

• Your order: a question about an order, its confirmation or a charge you do not recognize. E-mail us before you contact your bank, and we will tell you what it is.
• Delivery times, tracking, delays and the delivery area: see Shipping & Delivery.
• Canceling an order before it ships: e-mail us with your order number and "Cancel" in the subject line. See Cancellations.
• Returning a product, or a product that arrived damaged, leaking or wrong: see Returns, Refunds & Cancellations. Please e-mail us before you send anything back: every return needs our authorization first, and the return address may be outside the United States.
• The full ingredient list of a product: e-mail us with "Ingredients" in the subject line and the name of the product. See Asking for documents.
• Allergies, the patch test, storage and children: see Safe Use.
• Privacy requests (access, correction, deletion, a copy of your information, opt-out or appeal): e-mail us with "Privacy request" in the subject line. See our Privacy Policy. For health information, use "Health data request".
• Help using the website: see Accessibility.
• Who we are: see Seller Information.

Reporting a reaction

If redness, itching, swelling, a rash or any other reaction appears after using one of our products, stop using it, wipe it off and ask a doctor. In an emergency, call 911 first. Then e-mail us with "Safety" in the subject line and tell us:

• the product, and the batch code printed on the jar if there is one;
• what happened;
• when it started, and when and how you used the product;
• how you are now;
• your order number, if you have it.

We keep a record of every report, and as the responsible person for our cosmetics we pass serious ones to the FDA. You can also report a reaction to the FDA through MedWatch, online or at 1-800-FDA-1088. See Reporting a reaction.

Mailing address

Our mailing address is Rusy Pao LLC, 30 N Gould St Ste R, Sheridan, WY 82801, United States (also on our Seller Information page). It is for letters and legal notices only. It is not a store or a returns address: we cannot receive visitors or products there. For a return, please e-mail us first: we send you a return authorization with the return address and instructions.

There is no phone line. E-mail is the way to reach us.