FAQ

HOW DO I USE THE REWARDS PROGRAM?
It's easy! You automatically earn one Gnome Reward credit for every dollar you spend on an order. Every 10 Gnome gets you a dollar off your order when you redeem Gnome Gold. To do so, click on the black tab on the right side of the bottom of the screen labeled "REWARDS PROGRAM".

WHERE DO YOU SHIP?
We ship out of Johnsonville, NY from our factory location, to anywhere in the United States for a flat rate of $7.00.

ARE ALL OF YOUR PRODUCTS VEGAN FRIENDLY?
98% of our products are in-fact vegan friendly with the exception of The Balm, and Gnome Kisses (which contain beeswax). However, 100% of our products are vegetarian.

DOES GNOME ANIMAL TEST?
Gnome is currently involved in the awareness against animal cruelty and testing. As avid pet lovers we vow never to animal test and to do our best to protect our furry friends near and far. In fact, all Gnome products are #PetFriendly, we test on humans which means what works for you, also works for your pet!

CAN YOU TEST POSITIVE FOR A DRUG TEST DUE TO USING HEMP BASED PRODUCTS?
Myth!, Gnome products will not show up on a drug test. Hemp, Hemp Hooray!

ARE ALL PRODUCTS HANDMADE?
They certainly are! Every Gnome product you see is handcrafted with love and care right in our upstate NY based factory!

IS GNOME REALLY ALL-NATURAL?
Absolutely. Our motto is "If we wouldn't use it on ourselves or our family, we won't sell it to you" and we stand by it 100%. We use only the finest natural ingredients in our products and even use local ingredients when we can!

WHERE ARE YOUR INGREDIENTS SOURCED?
The majority of our ingredients are sourced from the big and beautiful U.S. of A! We take pride in supporting American companies which is why we do our due diligence to research and find as many American based companies as we can to source from.

WHAT IS THE SHELF LIFE ON GNOME PRODUCTS?
Due to the fact that our products are completely natural and do not contain any unnatural preservatives or harsh chemicals, we recommend a shelf life of about 16 months. If our products are kept out of direct sunlight and at room temperature (or below) they tend to stay fresher longer. If you purchase a GNOME product and find that it is not up to our freshest standards, please notify us directly at info@gnomeserum.com.

ARE ALL OF YOUR PRODUCTS GLUTEN FREE?

Yes! Even our hand cream is made with gluten free oatmeal.  All of our products are made in the cleanliest facilities and never come into contact with Gluten during production.

DO YOU SHIP OUTSIDE OF THE U.S.?
If you are interested in purchasing Gnome products but live outside of the U.S. we would be happy to accommodate your needs and help you with placing a custom order over the phone. Please email info@gnomeserum.com if interested.

HOW SOON CAN I EXPECT MY ORDER?
Usually your Gnome products will ship from our factory and reach your doorstep within 2-3 business days. However, we do offer expedited shipping in the shipping drop down menu during check out.

Are We a Small Business?
We really are! Gnome Serum is located in Upstate NY and run and operated by the Kerber family with everything formulated and manufactured in small batches.

 

WHY DOESN'T PAYPAL WORK FOR ME?
Most of our customers have no problem connecting to PayPal through our store. But if you are unable to connect to PayPal, try any of following steps to resolve your issue:

     

  • o   Disable any extensions or add-ons you may have in your browser, and clear your browser's cache.
  • o   Restart your computer or device.
  • o   Un-install your browser and re-install a fresh version, or Install and use a different browser.
  • o   Check with your provider's customer service. A few customers have reported an issue connecting to PayPal.com from their servers. It may be a routing loop upstream from your network.
  • o   Contact PayPal's Help Center at 1-888-221-1161.

Online Return Policy

At Gnome Serum, we want you to be completely happy with your purchase. We believe strongly in our products and their quality. But if for any reason you aren't satisfied, you can return merchandise by mail within 60 days of purchase for a full refund if you include your receipt. If you bought a product as part of a set, the entire set must be returned to receive a refund. We're sorry, but we cannot accept returns on:

  • §  Gifts with purchase items
  • §  Product samples

Packaging and Shipping Your Return

Please package your return in the original box, if you have it, and send it to:

Gnome Serum Factory

Gnome Serum

If you have the Return Form that came with your order, please fill it out as completely as you can. If you've lost the return form, please include the following information with your return: indicate whether you want a return or replacement, the reason for the return, a description of the item you are returning, and its price.

A Mistake with your order: If you're returning the product because we made an error, call us at info@gnomeserum.com and we'll schedule a pickup and cover the cost of shipping.