If your Texas Tallow Products lip balm or lotion melted or leaked in the heat, that is a heat and shipping miss. It is not how the product is supposed to arrive. We replace it. Tell us what arrived damaged and we will send a replacement.
Summer is when this happens most. Tubes slump. Jars go liquid. Product leaks in the mailer. People stand tubes up in a cool room hoping they set back into shape. Sometimes they do. You still do not have to accept a melted shipment.
Get it out of the heat first. A cool room, out of direct sun, away from a hot car or a mailbox, is enough. If you want to keep what arrived, let it sit upright and see if it firms up. That is optional. It is not a requirement before we will help.
If you want it replaced, contact us. Reply to your order confirmation, use the contact option on the site you ordered from, or message us on the same channel you already used (email, Instagram, or Facebook). Say which items melted or leaked. We look up the order. We create a replacement.
You do not need to wait a week to see if it “goes back.” You do not need to send a long explanation. Name the product and that it melted or leaked. If more than one item in the box was affected, say that in the same note so we can replace everything at once.
For heat damage, we replace the item. We are not going to promise a refund timeline or a tracking date we cannot keep. If something else is wrong with the order (a missing promo item, a subscription you did not mean to start, a wrong scent), say that in the same note.
Texas Tallow Products is made to use as a balm or a lotion, not as a puddle. Heat in transit can turn it into one. That is on us. We replace it.