FAQ

Orders

What methods of payments do you accept?

We accept all major credit cards. We also accept Google Pay, Apple Pay and Shop Pay depending on the device you are using.

How do I cancel my order?

Sometimes we're able to intercept orders before they ship, so if you have a change of heart please email us ASAP and we'll do our best to stop the item shipping. Otherwise it will need to be returned as per our return policy.

What’s the status of my order?

As soon as your order ships you'll receive an update email containing a tracking number you can use to track your order. If you didn't receive this email, please email our team at support@livingoutlines.com.

Shipping and returns

Where do you ship to?

We currently ship to all US states and territories, as well as Canada. Where to next? Be the first to know by joining our newsletter.

Where do you ship from?

Our sets ship from our warehouse in Alabama. Our Replens ship from New York.

Do you offer free shipping?

Absolutely. Enjoy complimentary shipping on all orders of $35 or more (U.S. only).

How can I track my shipment?

We'll email or text you a tracking number once your order is shipped. You can also keep track of all your orders when you create and sign into your account.

What carriers do you use to ship?

We make sure your orders are in safe hands. We use tried and trusted carriers including FedEx, UPS, and USPS in the U.S., and Ascendia in Canada.

Can I get 2-day shipping?

Of course, just select ‘Expedited’ at checkout and we’ll speed it up for you.

How long does it take for me to get my order?

Orders received before 1pm are processed the same business day. Our standard shipping is 3-6 business days.

How can I return my order?

Not a fan? We're sorry to hear that. Please email us at support@livingoutlines.com and we will help you process your return. See our return policy below.

What’s your return policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We do not issue a refund for items that have been used. Replens that have been opened and used are not eligible for refunds.


To start a return, you can contact us at support@livingoutlines.com, and if your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We do not provide return shipping labels.

You can always contact us for any return questions at support@livingoutlines.com

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned. Currently we cannot accept returns of personal care goods that have been removed from their sealed packaging. Please contact our customer support for further details.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

What happens if my order gets lost?

Happy to help! Email us at support@livingoutlines.com.

Recycling

It’s time to change The Replen, how do I make sure it gets recycled?

1. Separate your old Replen from The Keep.

2. From the poly mailer remove the following items 

- The new Replens

- The return  poly mailer bag

- The pre-paid mailing label

3. Remove the new Replen from its packaging. If needed, set aside packaging to mail back for recycling.

4. In the return poly mailer bag place the following items and seal shut:

- The old Replen

- The new Replen packaging (if necessary)

- The old poly mailer

5. Stick the mailing label on the poly mailer bag and mail it back to us for guaranteed recycling, and composting.

What happens to the old Replens?

We’ll take care of the dirty work. Once received, we hand off the old Replens to a vetted, domestic recycling facility so that they never end up in a landfill or in the ocean.

Can I recycle Replens in my curbside recycling?

Municipal recycling schemes vary greatly depending on location, so it is best to first check with your local recycling program to understand what types of materials can and cannot be recycled. That being said, most municipal schemes have a long list of restrictions, so to be confident that your Replens will be recycled we recommend participating in our return program by using the prepaid return label provided with every Replen delivery.

Are your mailer bags compostable?

Yes, our mailer bags are completely compostable. They’re made of a combination of PBAT, a biodegradable polymer, and PLA which is made of plant materials such as regular field corn and wheat straw. Need help composting? Just mail them back to us with your next Replen and we’ll take care of it for you.

Replen plans

Why do I need to replace my home essentials in a timely manner?

From bathroom to kitchen, the tools we use to get clean...aren’t. Holding onto them longer than we should invites mold and bacteria into our homes and can be harmful to our health.

Why do I need to replace my shower liner in a timely manner?

A hotbed for mold, grime, and slime, the shower liner is the dirtiest surface in our bathroom. It harbors 60x more bacteria than a toilet seat. Data shows that 57% of people have kept their shower liner long enough to see mold on it. Our timely Replen Plan means never waiting until things get moldy before they get clean.

Why do I need to replace my loofah in a timely manner?

Loofahs can easily become a bacterial breeding ground. They’re hard to keep clean and often become microbe-ridden within a few weeks of regular use. Failing to replace them promptly can result in skin diseases and infections. Our timely Replen Plan means never scrubbing yourself with a dirty sponge again.

What is a Replen plan?

A Replen Plan is a personalized replenishment plan for the part of the product that gets the dirtiest.

How do your Replen plans work?

We consider a few factors to help you create a Replen Plan that keeps your home essentials fresh including: usage habits, frequency, ventilation, etc. Use our smart digital tool to take the guesswork out, and pick a plan that suits your needs.

Can I skip a shipment?

Absolutely. You can skip or pause your Replens at any time. We’ll send a reminder as the new shipment nears.

How often do I get billed?

You will be billed whenever a scheduled Replen ships. You can update your Replen plans (pause, skip, or change the shipment date) at any time by logging into your account. If you have any issues updating your Replen plan please reach out to support@livingoutlines.com.

What if I move?

You can manage all details of your Replen Plan through your Account under settings, including your address.

Products

What is The Shower Liner System?

The Outlines Shower Liner System  consists of 3  main components: The Keep, The Replen, and The Anchors.This simple-to-use system makes hanging and replacing your shower curtain a breeze, and its non-toxic and anti-microbial design go the extra mile to keep your home healthy and clean. Never shower next to mold and grime again.

How do I assemble The Shower Liner System?

It's a simple 3-step process: hang, snap, tuck.

1. Hang The Keep from the shower rod hooks

2. Snap in The Replen to The Keep using the magnetic snaps

3. Tuck in The Anchors into The Replen’s corner pockets

What is the right size for my shower liner?

Our Shower Liner Replens come in two lengths. Our Standard liner is 69" and fits most bathtubs. For deeper tubs and lower rods, we suggest our Long liner, which is 72".

Still not sure? Measure from the bar to the top of the tub, if it’s over 63” then choose Long size.

Why is the shower liner made of two parts?

As it turns out, only the bottom two-thirds of a shower liner accumulates the most dirt and grime over time, and needs timely replenishments.The Shower Liner Keep and Replen model is a waste-minimizing design that makes hanging, and replacing, your shower liner a breeze. 

To minimize waste, we created The Keep—made to last from 100% cotton, reusable, and machine washable. And to avoid showering next to a moldy shower liner, we’ve designed The Replen—easy to hang, replace-as-needed, non-toxic, and keeps your shower fresh and clean. Never brush up against a moldy liner again!

Why is The Shower Liner Replen made out of PEVA?

Multiple considerations went into choosing certified PEVA for The Shower Liner Replen. Importantly, we wanted to make sure the liner did its job of preventing water from spilling onto the bathroom floor and that it was also fast drying. Additionally, we wanted to use a material that had antimicrobial qualities (without toxic coatings), was easily recyclable, and also offered at a friendly price-point. After thorough research, we decided that non-toxic PEVA was the best choice for The Shower Liner Replen.

What’s “Certified” PEVA?

Sadly, many shower liners on the market claim to be made out of PEVA but in fact are made out of PVC, a toxic non-recyclable material. Our PEVA is certified by third party labs to ensure it is 100% PEVA and nothing else.

Can I clean The Shower Liner Replen myself?

While you can certainly wipe down the plastic shower liner Replen with soap and water to get rid of surface stains, over time you will notice that stubborn build-up and mold will be tough to remove, and likely increase over time. We recommend using our Replen tool to set the correct replenishment cadence for your home.

Can I put the The Shower Liner Replen in the washing machine?

We recommend against putting the plastic Replen in the washing machine as it risks breaking apart and shedding microplastics.

How do I clean The Shower Liner Keep?

Machine wash with a non-toxic detergent, like Dropps, and cold water. Tumble dry on low (or let air dry). Use low iron if needed.

How do I clean The Anchors?

Rinse with soap and water, and dry. They’re also dishwasher safe.

What is The Body Buffer System?

The Outlines Body Buffer System is an exfoliating and lathering tool that consists of two parts: The Keep and The Replen. The Keep is a durable scrubbing band made for areas that need deeper exfoliation, like the heels and around the ankles. The Replen is a soft and lathering mesh that’s replaceable as needed, and fully compostable.

How do I assemble The Body Buffer System?

It’s a simple 3 step process: slide, snap, scrub

1. Slide The Keep through The Replen

2. Snap The Keep shut

3. Scrub yourself

Why is The Body Buffer made up of two parts?

We designed The Body Buffer to be the ultimate tool for clean and silky-smooth skin. The Body Buffer Keep provides deep exfoliation of the parts of the body that need it most. It is adjustable, reusable, and dishwasher safe. The Body Buffer Replen is a soft mesh that lathers and gently cleanses the skin. The Body Buffer Replen is also 100% compostable and easy to replace so you never have to scrub yourself with a microbe-ridden sponge again. Together, The Body Buffer Keep and Replen offer an all-in-one exfoliating and cleansing experience that leaves the skin smoother to the touch without creating any waste.

What is The Body Buffer Replen mesh material made of?

Our Replens are made with non-toxic, third-party (TUV Austria) certified compostable PLA and PBAT.

Can I compost The Body Buffer Replen at home?

Yes, our Body Buffer Replens are 100% home compostable. Don’t compost? Mail it back to us using our pre-paid label and we’ll do the dirty work for you.

When will Body Buffer Pre-Orders Ship?

We’re aiming to ship all Body Buffer pre-orders before the end of Jan 2023. If that date changes we’ll let you know by email. You’re able to cancel your pre-order for a full refund at any time, just email support@livingoutlines.com

Company

What’s Outlines phone number?

While we’d love to chat with you on the phone, unfortunately we’re not able to provide phone support at this time. Instead, we look forward to hearing from you over email at support@livingoutlines.com. We strive to respond to all customer inquiries within 24 hours. Please include any relevant details like an order number, account email, photos, or anything else that will help us serve you best.

Where is Outlines based?

Outlines is based in New York City.

Can I place a bulk order? Do you offer quantity discounts?

We’re pleased to partner with hotels, gyms, rental properties, and any other businesses. For information about placing a bulk order please email us at support@livingoutlines.com

Do you work with affiliates?

Yes. Please email press@livingoutlines.com for more information.

How can I contact your press team?