Why are you called “Soft Services”?
Soft Services makes body skincare products, but also provides information, guides and other tools to help people who are looking for solutions to their skin concerns. More than a company that makes things, we consider what we do a service, which allows us to reduce physical and digital waste in our industry and the world at large.
Where is Soft Services based?
New York, NY.
What is Mass Index?
The first stage of product development is research—what concerns are people dealing with? what causes them? what solutions exist? what actually works? what ingredients have been scientifically studied? what percentages are effective? what exacerbates the concern? what lifestyle changes can help? what preventative measures can someone take? Mass Index was created as a place to document this research, and share it with people searching for solutions, even if not our products.
We also realized that there is a need for a visual resource that documents body skin concerns inclusive of all skin tones, genders, ages (18+), and severity of the concern. The Body Gallery on Mass Index is an ever growing, searchable, user-submitted collection of these images.
Orders & Returns
How soon will my order arrive once placed?
Once an order is successfully placed, processing may take up to 2-3 business days, with most orders shipping sooner than that. Once your package leaves our fulfillment center, transit time will vary depending on your location.
We offer standard (2-8 business days), rush (2-3 business days) and overnight (if order is placed by noon EST) shipping.
For Alaska and Hawaii only standard shipping is available, taking between 6-10 business days.
Where do you currently ship?
We currently ship to all 50 states in the USA.
Do you ship internationally?
We are not currently taking orders outside of the United States, and will not in the immediate future.
If you wouldn't mind, please email firstname.lastname@example.org to let us know where you would like to have our products. We can add you to a list for contact if we begin shipping to your part of the world.
Where can I find your products?
Our full range is only available through our official website. Select Soft Services products are available on Sephora.com and are carried in certain Sephora stores nationwide—check out this store locator tool to find which locations near you carry Soft Services products.
Can I modify or cancel my order once it's placed?
Once an order is confirmed, chances are that our team has already started working on getting it out to you. This quick processing means it can be difficult to catch and change an order after it has been submitted, though we are happy to try. Please email email@example.com as soon as possible and we'll see whether or not modifications can still be made.
Do you offer gift cards, notes, or wrapping?
We do not offer gift cards, notes, or wrapping at this time.
Do you offer samples?
To reduce packaging waste, we are not able to provide samples at this time. Sign up for email and text updates to be notified as travel-sized options become available.
We do our best to provide as much information as possible on the formulas to match the right people to our products (and avoid the opposite), but welcome ideas on what other information would be useful. Of course, sometimes skincare products just do not work out. If this is the case, we will do whatever we can to make things right.
What is your return policy?
If something did not meet your expectations, please reach out to firstname.lastname@example.org within 30 days of receipt so we can replace, refund, or assist you further.
Is your packaging recyclable?
Reducing strain on our environment is something we hold as a high priority. Most of our packaging uses aluminum and FSC-certified paper that is easily recycled curbside throughout the majority of the US. Some products require the use of plastics, and we use post-consumer resins (PCR) plastics whenever possible.
Components like the Locking Pump, Fine Mister, and Theraplush airless pump cannot be recycled, so we encourage customers to hold onto the first one they purchase and reuse on future orders.
For information on how to responsibly recycle our packaging please see our Recycling page.
For information on how to give a long life to our reusable components, see our Reusables page.
When will I hear back from customer service after I reach out?
We are available by email (email@example.com) M-F, 10am to 6pm EST. We will respond as soon as possible, however at our busiest it may take up to 48 hours.
Where can I submit feedback about products, packaging, or your services?
We encourage your feedback—please reach out to firstname.lastname@example.org. Someone from our team will respond to you at the earliest opportunity.
A pet or child ingested a product—what should I do?
Seek immediate help from US Poison Control at 800-222-1222.
See this link for full Buffing Bar ingredients.
See this link for full Carea Cream ingredients.
See this link for full Clearing Clay ingredients.
See this link for full Clearing Mist ingredients.
See this link for full Comfort Cleanse ingredients.
See this link for full Smoothing Solution ingredients.
See this link for full Speed Soak ingredients.
See this link for full Theraplush ingredients.
Do you use parabens, phthalates, sulfates or mineral oil in your products?
Our products do not include parabens, phthalates, sulfates, or mineral oil.
Do you test on animals? Are you vegan?
Our products are never tested on animals.
We are a cruelty-free company and our entire range is vegan.
Can someone with sensitive skin use your products?
Because skin sensitivities and allergies are unique to every person, it is impossible to guarantee that any skincare product will not exacerbate or cause irritation—even those with safety claims such as "for sensitive skin," or "dermatologist tested."
To lessen the chance of irritation, we made our products fragrance free. Carea Cream was made with even the most sensitive skin in mind, including 1.5% colloidal oatmeal which is a proven anti-inflammatory. Urea is found in the Carea Cream and Smoothing Solution because of its gentle exfoliating and moisturizing properties. Comfort Cleanse is recommended for sensitive skin, using cleansing agents normally found in baby shampoo.
For extra sensitive skin, we do not recommend using a physical exfoliant like the Buffing Bar, though it is normal to use the Buffing Bar on parts of your body that have thicker, less sensitive skin (like elbows and knees), and use the gentler chemical exfoliant, our Smoothing Solution, on skin that is thinner and more prone to irritation, like the chest.
Are your products safe to use during pregnancy and breastfeeding?
For medical advice about usage of specific ingredients during pregnancy or while breastfeeding, please consult with your doctor. Full ingredients lists can be found on each product’s page.
What is the difference between lactic acid and an AHA?
Lactic acid is a type of alpha-hydroxy acid (AHA). AHA's are a type of chemical exfoliant that help your skin to more quickly and evenly shed dead skin cells and surface the new ones below. Lactic Acid in particular has a reputation of being hydrating and gentle.
What is urea and why is it in your products?
We love urea. It's an important factor in the metabolic process, found naturally in our bodies and in our urine—hence the not so sexy name. When scientists discovered in 1828 that urea can also be made synthetically using only non-living materials, it was a major milestone in the advancement of organic chemistry. The tried-and-true ingredient has been produced commercially for over 100 years, with its uses in the field of medicine studied and advanced since the late 1800's. It's safe and proven effective for the treatment of skin diseases, among many other things.
In terms of skincare, it's a type of a keratolytic—it breaks down keratin build-up on the surface of the skin. This is beneficial as it gets rid of any rough and flakey skin and bumps (like keratosis pilaris aka "chicken skin" that we get on the backs of our arms and thighs) while being exceptionally moisturizing.
From what is your squalane derived?
We use Neossance Squalane which is plant-derived, approved by Ecocert and USDA-certified.
Why do I need to wear sunscreen after using the Smoothing Solution and Theraplush?
The Smoothing Solution contains a chemical exfoliant, a type of alpha-hydroxy acid called lactic acid. Theraplush contains retinol, which increases cell turnover, which can make the cells at the surface of skin more prone to sun damage. Although safe, AHA's and retinol may make skin more sensitive to sun exposure. This is why we encourage generous applications of SPF, especially while using any product containing an AHA, like the Smoothing Solution. For Theraplush users with a goal of lessening the look of skin damage in general, sunscreen is recommended as a daytime compliment to the nightly Theraplush treatments.
Are the exfoliating particles in the Buffing Bar safe for the environment?
Yes, the microcrystals are made from magnesium oxide and alumina, which are naturally occurring minerals. They pose no harm to you or the environment.
What is the difference between a physical and chemical exfoliant?
All exfoliants remove dead skin cells to reveal smoother and softer skin. A physical exfoliant achieves this by manually buffing the skin with a tool or scrub, while a chemical exfoliant does this through acids or enzymes that dissolve the bond between dead cells and the new skin below, or the dead skin cells themselves.
Can I use your exfoliating products everyday? How do I prevent over-exfoliating?
This will be different for everyone and depends on the concerns you are targeting. Our Buffing Bar was created to be used a few times a week, however if tolerated it can be used more often. Many people use it daily with no irritation. The Smoothing Solution is a daily treatment, and you will reap most benefits with consistent use. The Carea Cream was made for daily use to maintain results.
At what stage in my routine do I use the Smoothing Solution?
The Smoothing Solution is a leave-on treatment best used on clean, dry skin after bathing, before moisturizer.
Can your products be used on the face?
Our products were created especially for the skin on the body, often using higher percentages of performance ingredients that we do not test on facial skin. Therefore, we cannot encourage or recommend it in good faith.
Should I use my normal cleansing product prior to using the Buffing Bar?
The Buffing Bar is a physical exfoliating treatment, not a cleanser. While it suds like a normal soap bar, this is only intended to help it glide gently while using it, not to wash skin. We recommend using your normal body cleanser prior to using the Buffing Bar.
How do I know which product is best for my concerns?
If you are not sure about which product would best target your concerns, shoot us an email at email@example.com and we'll be happy to assist.
How long should my products last?
All of our products are generously sized for use on the body. The longevity of a product will depend on how often and how much of the product is used. Generally, when used a few times weekly the Buffing Bar should last six weeks, and with two to a pack, you should be good for around three months. The Smoothing Solution, Carea Cream, Clearing Clay, and Clearing Mist should last approximately six weeks when used daily. Comfort Cleanse and Speed Soak can last around four to six weeks with regular use. Each Theraplush pod will last six weeks with nightly use of two pumps.
How much of the Smoothing Solution should I be using on the area of concern?
A little goes a long way—a thin layer over the area you wish to treat is all that's needed. It's formulated to absorb quickly, so for best results, avoid layering to areas that feel dry. Too much Smoothing Solution, especially if used under a thick layer of body lotion, may pill or feel sticky.
Do I have to use all three products together? Can I layer any body lotion on top of the Smoothing Solution or does it only work with the Carea Cream?
Our products work most efficiently when used together because we've chosen ingredients at levels we know to be effective against dry skin, keratosis pilaris, irritation, ingrown hairs, discoloration, and body acne and have avoided certain common ingredients that we know to cause irritation and exacerbate body skin concerns. However, you know your skin and preferences best—you can use just one Soft Services product based on your target concern and incorporate it with other products you love.