How can we help?
Answers on all three products, your order, shipping and refunds. Our team replies by email within 1 business day, Monday to Friday.
Questions about a product?
Still stuck?Our team replies by email within 1 business day, Monday to Friday.Email support@tryprotokode.com
No matching questions — email support@tryprotokode.com
Getting started
13 QUESTIONSThe three products, prices and where to begin.
What is PROTOKODE? What do you sell?
A three-step routine: Peptide Density Scalp Serum (30 mL, nightly), Lactic Clarifying Scalp Exfoliant (30 mL, once or twice a week) and Keratin Strengthening Hair Mist (100 mL, after washing). Start with the Serum.
Where should I start? Which supply should I choose?
Start with the Serum. We suggest the 3-Month Supply (free Exfoliant, free shipping); the 6-Month is the best value per month, and the 1-Month is the smallest way to try it.
Do I need all three products for it to work?
No. The Serum works on its own; the Exfoliant clears buildup and the Mist leaves strands looking smoother and shinier, so add them whenever you like.
How much do they cost?
1-Month: $79 plus $8.95 shipping ($87.95 total). 3-Month: $189 ($63 a month) with a free Exfoliant and free shipping. 6-Month: $319 (about $53 a month) with a free Exfoliant, free Mist and free shipping. On their own, the Exfoliant is $39 and the Mist $35, plus $8.95 shipping each; prices in US dollars, plus sales tax where required.
What’s in the 3- and 6-Month Supply? Are gifts full size?
Yes, full size. 3-Month ($189): 3 Serum bottles plus a free 30 mL Exfoliant ($39 value); 6-Month ($319): 6 bottles plus a free Exfoliant and 100 mL Mist ($74 value), both shipped free.
Do I add the free gifts myself? Can I swap one?
No, they’re added automatically and removed if you switch to a smaller supply (6-Month to 3-Month drops the Mist). Gifts can’t be swapped or exchanged for cash or credit.
Should I add the Exfoliant to a 1-Month order?
You can: a 1-Month Supply plus an Exfoliant is $135.90, including $17.90 shipping. The 3-Month Supply is $189 and includes the Exfoliant and shipping free.
Can I order all three products together?
Yes, in one checkout, though it may arrive in more than one box, each with its own tracking. The 3- and 6-Month Supply and gifts ship free; everything else is $8.95 per item.
Is there a sample, trial or travel size?
No samples or minis. The 1-Month Supply (one 30 mL bottle) is the smallest way to try the Serum.
Is it a subscription? Will it renew?
No. Every order is a one-time purchase, so nothing renews; just place a new order when you need more.
It’s sold out. When will it be back?
Email us the product name and we’ll let you know as soon as it’s back.
Can I buy on Amazon, TikTok Shop or in stores?
No, we sell only on tryprotokode.com. We can’t replace, verify or help with products bought elsewhere.
Do you have reviews?
We launched in October 2026, so reviews will appear on each product page as customers share them.
The Serum
12 QUESTIONSPeptide Density Scalp Serum: your nightly leave-on scalp step.
What does the Serum do?
It’s a light, water-based leave-on scalp serum with five biomimetic peptides, arginine, vitamin E and botanicals. Used nightly, it conditions the scalp for roots that look fuller and hair that looks thicker; individual results vary.
How do I apply the Serum?
Each night, part your hair into 4–6 lines and place a few drops along each part. Massage in for 1–2 minutes and leave it on; no rinsing.
How much per night? How long does a bottle last?
About 1 mL a night, a few drops per part, so one 30 mL (1 fl oz) bottle lasts about a month. For dense hair, use more, smaller sections rather than more Serum.
When should I reorder so I don’t run out?
Reorder when about two weeks are left. Orders usually ship within 1–5 business days, then typically arrive in 2–5 business days.
Dry or damp hair? Morning or night? Wash nights?
Dry or towel-dried hair both work, and mornings are fine if you let it settle before styling. On wash nights, wash, towel-dry, then apply before bed.
I missed a night. Should I use more?
No, just use your usual amount tonight; more doesn’t work faster. Keeping the bottle by your toothbrush makes it easy to remember.
Will it make my hair greasy or stain my pillowcase?
It’s light and water-based, made for your scalp, not your strands. Keep the dropper close to the skin, massage it in and let it settle a few minutes before bed.
What does the Serum feel and smell like? Why rosemary?
Light and easy to spread. There’s no added fragrance, though its rosemary and eucalyptus extracts can give a faint natural scent.
The Serum tingles or feels warm. Is that normal?
A light, comfortable sensation while you massage it in can happen. If it stings, burns or itches, rinse it off with water and stop using it.
Will it suit my hair type (curly, coily, fine, oily)? Men?
Yes, it suits every hair type and any adult, and it’s light and silicone-free for oily scalps. With curls, coils or short hair, use more, smaller parts and hold the dropper close to your scalp.
Can I use it with another scalp serum or rosemary oil?
Yes, but don’t layer them: use ours at night and the other at another time, adding one new product at a time with a patch test. For anything prescribed, ask your doctor first.
How should I store the Serum? In the fridge?
Somewhere cool and dry, out of direct sun, with the cap tightly closed; no need to refrigerate, but don’t let it freeze. Use by any date printed on the pack.
The Exfoliant
12 QUESTIONSLactic Clarifying Scalp Exfoliant: your rinse-off scalp step, once or twice a week.
What does the Exfoliant do? Will it clear buildup?
Yes. This fragrance-free, rinse-off lactic acid (AHA) exfoliant lifts product buildup and visible flakes, while hyaluronic acid and glycerin keep your scalp feeling fresh, not tight.
How do I use the Exfoliant? Will it tingle?
On a dry scalp, apply a few dropperfuls along each part, wait 3–5 minutes, rinse, then shampoo and condition. A light tingle is normal; if it stings, burns or turns red, rinse and stop.
How often should I use it? Will more work faster?
Once or twice a week, never more. Using it more often won’t work faster, and lactic acid can make skin more sensitive to the sun.
Do I need sun protection with the Exfoliant?
Yes. Sunburn Alert: This product contains an alpha hydroxy acid (AHA) that may increase your skin’s sensitivity to the sun and particularly the possibility of sunburn. Use a sunscreen, wear protective clothing, and limit sun exposure while using this product and for a week afterwards. A hat is an easy way to protect your part.
My scalp feels dry or tight after the Exfoliant.
Always shampoo and condition after rinsing, and if it still feels tight, drop to once a week. If it stings, burns or turns red, rinse it off and stop.
Can I use it around coloring, bleach, relaxers or keratin services?
Yes, but skip it for a few days before and after any chemical service, including perms. Tell your stylist you use it, and patch test first.
Can I use it with salicylic shampoos, scrubs or retinoids?
Not on the same day as another exfoliating or medicated scalp product. If something was prescribed for you, ask your doctor first.
Is the Exfoliant vegan, fragrance-free and COSMOS certified?
Yes: vegan, cruelty-free, fragrance-free, gluten-free, nut-free and COSMOS Natural certified, with 100% natural-origin ingredients. No silicones, sulfates or parabens.
How long does an Exfoliant bottle last?
Each bottle holds 30 mL (1.01 fl oz); how long it lasts depends on how many dropperfuls you use and how often.
How should I store the Exfoliant?
At 50–68°F (10–20°C), dry, out of direct sun, cap closed and away from a steamy bathroom; no need to refrigerate. Use by the expiry date on the pack, and within the open-jar period once opened.
Can I get the Exfoliant free?
Yes, it’s added free with the 3- or 6-Month Supply. On its own it’s $39 plus $8.95 shipping; free gifts have no cash value.
I have the free Exfoliant. Will adding another charge me?
Yes, for a second one: your 3- or 6-Month Supply already includes one free, and adding another costs $39 plus $8.95 shipping. Check your cart, as orders can’t be changed or cancelled.
The Mist
11 QUESTIONSKeratin Strengthening Hair Mist: your leave-in step for strands.
What does the Mist do?
A lightweight leave-in for your strands. Hydrolyzed keratin, lactic acid and red algae extract smooth, soften and detangle, so strands look stronger and shinier.
Will the Mist stop breakage or fix split ends?
It helps strengthen strands against breakage from brushing and combing, and leaves them looking smoother. It can’t mend split ends; only a trim removes those.
How do I use the Mist? After every wash?
After washing, towel-dry and spray from mid-lengths to ends, away from your face, then style as usual with no rinsing. It’s fine after every wash; prime a new sprayer with a few pumps.
Does the Mist go on my scalp? Will it weigh hair down?
No, keep it on your strands, mid-lengths to ends; the Serum is your scalp step. It’s lightweight, and with very fine hair, start with fewer sprays.
Is the Mist a heat protectant?
No, we don’t make heat-protection claims. Spray it on towel-dried hair, then use your usual heat protectant before a blow-dry or flat iron.
Is it like a salon keratin treatment? Will it straighten hair?
No. It’s a leave-in spray with hydrolyzed keratin, not a smoothing or straightening service, and it’s fine on hair that’s had one.
What does the Mist smell like?
Fresh, with light floral and citrus notes from fragrance and bitter orange peel, lemon peel and geranium flower oils. It contains linalool, limonene, citronellol and pinene.
Is the Mist vegan? Is it COSMOS certified?
No, its keratin comes from sheep wool. It’s cruelty-free, COSMOS Natural certified (99% natural-origin) and free of silicones, sulfates and parabens.
How long does a Mist bottle last?
Each bottle holds 100 mL (3.38 fl oz); how long it lasts depends on your hair length and how many sprays you use.
How should I store the Mist?
At 50–68°F (10–20°C), dry, out of direct sun, cap closed and away from a steamy bathroom; no need to refrigerate. Use by the expiry date on the pack, and within the open-jar period once opened.
Can I get the Mist free?
Yes, it’s added free with the 6-Month Supply, along with a free Exfoliant. On its own it’s $35 plus $8.95 shipping; free gifts have no cash value.
Using them together
6 QUESTIONSHow the three fit together, and with what you already use.
What order do I use them in?
Serum every night (1–2 minutes). Once or twice a week, Exfoliant on a dry scalp for 3–5 minutes before you wash; after any wash, Mist on towel-dried strands.
Can I keep my usual shampoo and styling products?
Yes, and wash as often as you normally do. Spray the Mist on towel-dried hair before styling; the Serum stays on your scalp, styling products on your strands.
Can I use them on colored, bleached or relaxed hair?
Yes, and the Mist is fine on colored strands. After a chemical service, wait until your scalp feels comfortable before the Serum, and a few days before the Exfoliant.
Braids, locs, wigs, lace fronts or extensions: can I use them?
Yes: Serum along the parts and Exfoliant only where it rinses out fully, both away from bonds, tape and adhesive. Mist your own strands; for wigs and extensions, follow their care instructions.
Can I use them on my beard, brows, lashes, face or body?
No, they’re for your scalp and strands only. Keep them away from your eyes, wipe off any drips, and rinse the Exfoliant with your head tilted back.
Can I take them on a plane?
Yes, all three are under 3.4 fl oz (Serum 1, Exfoliant 1.01, Mist 3.38 fl oz). Close the caps tightly, as pressure changes can cause drips.
Ingredients & safety
28 QUESTIONSPatch testing, allergies, fragrance and vegan details.
How do I patch test?
Serum or Mist: dab a little on your inner forearm or behind your ear and wait 24 hours. Exfoliant: leave on 3–5 minutes, rinse and watch 24 hours; skip anything that causes redness, itching or swelling.
I have a sensitive scalp. Can I use them?
Yes, patch test each one and start small. Use them only on comfortable skin, never cut, sore, irritated or sunburned, and keep the fragranced Mist on your strands.
Are they cosmetics? Is the Serum a drug?
All three are cosmetics, not drugs or medical products; they change how your hair and scalp look and feel. For any scalp or skin condition, talk to your doctor.
Is it FDA approved?
Cosmetics don’t need FDA approval before sale. Ours are cosmetics, made to be safe when used as directed.
Minoxidil, prescriptions or a medical condition: can I use it?
Ask your doctor first, then patch test, and never stop or change anything prescribed. Don’t apply our products to irritated or broken skin.
Dandruff, psoriasis, dermatitis, eczema or alopecia: can I use it?
Our products are cosmetics, not treatments, and the Exfoliant isn’t a dandruff product. Ask your doctor first, and never apply them to inflamed, cracked or broken skin.
After a hair transplant, PRP, microneedling or a laser cap?
Wait until your scalp has fully healed and your provider says it’s OK, then patch test, and never microneedle the Serum in. Follow your device’s instructions; a soft scalp massager, used gently, is fine.
Can I use them while pregnant or breastfeeding?
Please ask your doctor first and show them the full ingredient lists.
Can teens or children use them?
No, they’re for adults 18 and over. Keep them out of reach of children.
Are they vegan and cruelty-free?
All three are cruelty-free. The Serum and Exfoliant are vegan; the Mist isn’t, because its keratin comes from sheep wool.
Is it COSMOS certified or 100% natural?
The Exfoliant (100% natural-origin) and Mist (99%) are COSMOS Natural certified, a standard for natural cosmetics. The certification doesn’t cover the Serum.
Which products contain fragrance?
Only the Mist, with fragrance and essential oils (linalool, limonene, citronellol, pinene); if you’re sensitive, patch test and keep it off your face. The Exfoliant is fragrance-free and the Serum has no added fragrance.
Are they free of silicones, sulfates and parabens?
Yes, all three are silicone-free, sulfate-free and paraben-free.
Any hormones, minoxidil, caffeine, biotin or rosemary oil? Alcohol?
No hormones or drug ingredients; the Serum has rosemary extract, not rosemary oil, and no caffeine or biotin. The Mist has no drying alcohol; phenethyl alcohol is a preservative.
I’m allergic to wheat or soy. Can I use them?
The Serum contains wheat germ and soybean germ extracts, so please ask your doctor first. The Exfoliant and Mist don’t list wheat or soy.
Is the Serum’s lecithin from soy?
We can’t confirm its source, and the Serum also contains soybean germ extract. If you avoid soy, please ask your doctor first.
Is it gluten-free? I have celiac disease.
Only the Exfoliant is declared gluten-free. The Serum contains wheat germ extract, and the Mist lists no wheat but isn’t declared gluten-free, so please check with your doctor.
I have a nut allergy. Can I use them?
The Exfoliant is declared nut-free. The Serum and Mist list no nut-derived ingredients but aren’t declared nut-free, so check the full lists with your doctor.
I’m allergic to wool or lanolin. Can I use the Mist?
The Mist’s keratin comes from sheep wool, so please ask your doctor first and patch test.
Is it safe long term? Any general warnings?
Yes, as directed; stop if you notice irritation. External use only: patch test, avoid your eyes, keep from children, use the Mist in a ventilated room, and if swallowed call Poison Control at 1-800-222-1222 (or your vet).
How long do they keep? Will my last bottle be in date?
Unopened, the Exfoliant and Mist keep about 2 years from production; use them by the expiry date and within the open-jar period once opened. Use the Serum by any date printed on the pack.
Where is the batch code or expiry date?
The Exfoliant and Mist have both printed on the pack; for the Serum, use any code or date on the bottle or box. Include a photo of it in any report.
What are peptides, in plain words?
Short chains of amino acids, the building blocks of protein. The Serum’s five are lab-made versions of ones found in the body (“biomimetic”), listed as sh-Oligopeptide and sh-Polypeptide, and they condition the scalp.
Where’s the full ingredient list?
Under Full ingredients on this page, on our Ingredients page, on each product page and on each pack.
Who makes your products? Where are they made?
Like most beauty brands, our products are produced in specialist GMP-certified cosmetic facilities, and every order ships from within the US.
Are they GMP certified?
Yes. All three are made in GMP-certified cosmetic facilities, and the Exfoliant and Mist are produced in ISO 22716 certified facilities.
Are they dermatologist or clinically tested?
We don’t make dermatologist-tested or clinically tested claims. Each product is safety- and stability-tested before sale; patch test 24 hours before first use.
Is it NSF certified?
No. NSF certification is for supplements and food, not cosmetics. Ours are made in GMP-certified cosmetic facilities.
Full ingredients
9 QUESTIONSFull ingredient lists, what the key ingredients do, and allergens and warnings.
What’s the full ingredient list of the Serum?
Water, Glycerin, Lecithin, Propanediol, Arginine, Caprylyl Glycol, Citric Acid, Eucalyptus Globulus Leaf Extract, Tocopherol, sh-Polypeptide-11, sh-Polypeptide-1, sh-Oligopeptide-2, sh-Oligopeptide-10, sh-Polypeptide-9, Lactic Acid, Glycine Soja (Soybean) Germ Extract, Triticum Vulgare (Wheat) Germ Extract, Scutellaria Baicalensis Root Extract, Sodium Benzoate, Gluconolactone, Calcium Gluconate, Potassium Sorbate, Rosmarinus Officinalis (Rosemary) Extract, Xanthan Gum, Sodium Gluconate, Serenoa Repens (Saw Palmetto) Extract.
What do the Serum’s key ingredients do, in plain words?
Five biomimetic peptides and arginine condition the scalp, while glycerin, propanediol and lecithin hold moisture and soften. Botanical extracts and vitamin E (tocopherol) round it out, with gentle acids, preservatives and xanthan gum for pH, freshness and texture.
Serum: allergens, vegan, fragrance and warnings
Contains wheat and soy. Vegan, cruelty-free and no added fragrance; for adults 18 and over, external use only, keep away from children and eyes, and patch test 24 hours before first use.
What’s the full ingredient list of the Exfoliant?
Aqua/Water, Lactic Acid, Pentylene Glycol, Potassium Hydroxide, Butylene Glycol, Glycerin, Sodium Hyaluronate, Urtica Dioica (Nettle) Leaf Extract.
What do the Exfoliant’s key ingredients do, in plain words?
Lactic acid, a gentle AHA, lifts buildup and dead skin; sodium hyaluronate (hyaluronic acid) and glycerin hold moisture. Nettle leaf is a botanical, the glycols help it spread and stay fresh, and potassium hydroxide balances the pH.
Exfoliant: allergens, vegan, fragrance and warnings
Vegan, cruelty-free, fragrance-free, gluten-free, nut-free; COSMOS Natural, 100% natural-origin. Sunburn Alert: This product contains an alpha hydroxy acid (AHA) that may increase your skin’s sensitivity to the sun and particularly the possibility of sunburn. Use a sunscreen, wear protective clothing, and limit sun exposure while using this product and for a week afterwards. For adults 18 and over, external use only: avoid your eyes, keep from children, skip broken, sunburned or irritated skin, and patch test first.
What’s the full ingredient list of the Mist?
Aqua/Water, Butylene Glycol, Parfum/Fragrance, Sodium Levulinate, Hydrolyzed Keratin, Sodium Benzoate, Lactic Acid, Phenethyl Alcohol, Furcellaria Lumbricalis Extract, Leuconostoc/Radish Root Ferment Filtrate, Linalool, Limonene, Citrus Aurantium Peel Oil, Citrus Limon Peel Oil, Citronellol, Pelargonium Graveolens Flower Oil, Pinene.
What do the Mist’s key ingredients do, in plain words?
Hydrolyzed keratin (from sheep wool) smooths and helps strands look stronger, red algae extract softens and butylene glycol holds moisture. Gentle preservatives keep it fresh, and fragrance with orange, lemon and geranium oils gives the scent.
Mist: allergens, vegan, fragrance and warnings
Cruelty-free but not vegan (keratin from sheep wool); contains fragrance and essential oils, with linalool, limonene, citronellol and pinene. COSMOS Natural, 99% natural-origin; for adults 18 and over, external use only: keep from children, spray away from eyes and face in a ventilated room, and patch test 24 hours first.
Results & expectations
3 QUESTIONSWhat to expect from your routine.
When will I see results? What to expect month by month?
Month 1: build the nightly habit. Months 2–3: hair starts to look healthier, with more softness and shine. Month 4 and beyond: with consistent nightly use, roots look fuller and hair looks thicker. You’ll feel the Exfoliant and Mist from the first use. Cosmetic product. Individual results vary.
How do I track my progress?
Photograph your part and hairline once a month in the same room, light and angle, with your hair dry and styled the same way.
What if my scalp feels irritated?
Stop using it, rinse with water and email us. A patch test before first use helps avoid this.
Orders & payment
26 QUESTIONSPayment, charges, upgrades, discounts and order limits.
How can I pay? PayPal, Klarna, Afterpay, Apple Pay, Shop Pay?
Major credit and debit cards, Shop Pay, Apple Pay and Google Pay. Checkout shows every option available to you, including any pay-later options, before you pay.
When is my card charged? Do you charge sales tax?
Your card is charged in full when you place your order. Sales tax is added where your state requires it and shown before you pay.
Can I pay with an HSA or FSA card?
No. Our products are cosmetics, so HSA and FSA cards aren’t accepted and we can’t provide a Letter of Medical Necessity.
Do I need an account?
No, you can check out as a guest.
Checkout failed, but my bank shows a pending charge.
Without a confirmation email, you haven’t been charged; it’s a temporary bank hold that usually drops off within a few business days. Still there after 7 business days? Email us.
What happens after I order?
You get a confirmation email, and your order usually ships within 1–5 business days, possibly in more than one box, each with its own tracking link. Patch test each product before first use.
I didn’t get an order confirmation email.
Check your spam or promotions folder and that your email was typed correctly. Still nothing? Email us and we’ll resend it.
Where is my order number?
Near the top of your order confirmation email. Can’t find it? Write to us from the email you ordered with and we’ll look it up.
Why was I charged twice?
You likely accepted the one-time upgrade offered right after checkout. If you upgraded after checkout, you’ll see a refund for your first order and one new charge. Your total matches the upgrade price you accepted. If you tapped “No thanks”, nothing more was charged, and nothing ever renews.
What will I see on my card statement?
SP PROTOKODE; our payment processor adds the “SP”. A second charge right after checkout is an upgrade you accepted.
Why didn’t I see the upgrade offer after checkout?
It isn’t shown with some express payments like Apple Pay and Google Pay, on discounted items, on $0 orders or on the 6-Month Supply, our largest. For a bigger supply, place a new order.
If I upgrade after checkout, do I get an extra bottle?
No, the upgrade replaces your supply. 1-Month to 3-Month gives you 3 bottles in total, and 3-Month to 6-Month gives you 6.
I upgraded after checkout. Do I still get the free gifts?
Yes, your new supply’s gifts are added automatically: the Exfoliant with the 3-Month, plus the Mist with the 6-Month. They ship separately with their own tracking and may arrive on a different day.
I accepted the upgrade by mistake. Can you reverse it?
No. The upgrade is only charged when you tap to accept it, and like every order, it can’t be changed or cancelled.
I declined the upgrade. Can I still get it or combine orders?
No, orders can’t be changed or combined. Place a new order for the supply you want.
I bought an Exfoliant, then upgraded. Can you refund one?
No. Orders can’t be changed or cancelled once placed, so the Exfoliant you paid for ships alongside your free one.
Is there a first-order or sign-up discount?
Not right now; we don’t currently offer discount codes. The 3- and 6-Month Supply already ship free and include free gifts.
Discount code not working? Where do I enter it? Can I use two?
We don’t currently offer discount codes. If we ever share one, it has its own terms, codes can’t be combined unless we say so, and you enter it in the cart or at checkout, before you pay.
Will a discount code remove my free gift?
No. Offers on the 3- or 6-Month Supply keep its free gifts and free shipping.
I forgot to use my discount code. Can you add it?
Sorry, codes can’t be added after checkout. Check that your code shows in your total before you pay.
Do you have a referral, rewards, student or military discount?
Not right now. We don’t currently offer discount codes, referral or rewards programs.
The price changed after I ordered. Can I get the difference?
Sorry, prices and offers can change and we can’t adjust past orders. You pay the price shown at checkout.
My free gift is out of stock in my cart.
Your Serum still ships on time, and we’ll email you and send the gift when it’s back. Free gifts have no cash value.
Can I buy two Exfoliants, Mists or Serum supplies in one order?
Each order can include 1 Serum supply, 1 Exfoliant and 1 Mist bought on their own (free gifts don’t count), so place another order for more. Orders for resale may be cancelled.
Can I place two orders to get more, or more gifts?
Yes. Each 3- or 6-Month order comes with its own gifts, and an Exfoliant or Mist bought on its own ships for $8.95; orders for resale may be cancelled.
Can I send a gift? What if something’s wrong with mine?
Yes, enter the recipient’s address at checkout; the same terms apply. If something’s wrong, the buyer should email us, and approved refunds go to the original payment method.
Changes & cancellations
11 QUESTIONSOrders can’t be changed or cancelled once placed. Here’s what happens with stock issues and delays.
I just ordered. Can I cancel or change my order?
Sorry, no. Orders start processing the moment they’re placed, so they can’t be changed or cancelled, including the address; please check everything before you pay.
Why can’t you cancel if it hasn’t shipped yet?
Orders start processing the moment they’re placed, so we can’t stop one once it’s in.
When can an order be cancelled?
Only if your Serum is out of stock or we can’t ship within 5 business days. We email you first with a new date and the option to cancel for a full refund, paid within 7 business days.
I typed the wrong address. Can you fix it?
We can’t change a placed order. If it’s returned for a wrong address, reply to our email within 14 days with a corrected street address and we reship once, at a cost we confirm first; otherwise it closes without a refund.
Can I add or remove an item?
Orders can’t be changed once placed; to add something, place a new order.
Why was my order cancelled?
Orders flagged by fraud checks, over our limits, for resale or to an address we can’t ship to are cancelled and fully refunded. After a price or description error, you choose: the correct price or a full refund.
I ordered to a PO box, Alaska or Hawaii. What now?
We can’t ship there, so we cancel and fully refund the order to your original payment method, including any upgrade. If a gift box already shipped, please keep it.
It’s been 5 business days and my order hasn’t shipped.
Orders usually ship within 1–5 business days, starting the next business day for weekend or holiday orders. If we can’t ship within 5 business days, we email you first with a new date and the option to cancel for a full refund.
The Serum went out of stock and my gift box came first.
We hold your Serum and email you a new ship date, with the option to cancel for a full refund. Your gift ships separately and may arrive first; if you cancel, keep it.
The Exfoliant or Mist I bought is out of stock.
We refund that item and email you, and the rest of your order ships as normal.
My free gift went out of stock after I ordered.
Yes. Your Serum ships on time, and we’ll email you and send the gift when it’s back; free gifts have no cash value.
Shipping & delivery
14 QUESTIONSWhere we ship, what it costs, how long it takes and how to track it.
Where do you ship and how fast?
Anywhere in the US except Alaska, Hawaii, US territories, military addresses and PO boxes. Orders usually ship within 1–5 business days, with a tracking link for every box.
Do you ship to Alaska, Hawaii, Puerto Rico or military addresses?
Not yet. We ship anywhere in the US except Alaska, Hawaii, US territories, military addresses and PO boxes.
Can I ship to a PO box?
No, please use a street address. Orders to PO boxes are cancelled and fully refunded.
Do you ship internationally? What currency are your prices in?
Not yet, US only, and all prices are in US dollars.
Do I need to give a phone number?
Yes, it’s required at checkout so the carrier can reach you about your delivery.
How much is shipping? Why is it $17.90?
The 3- and 6-Month Supply and their gifts ship free; everything else is $8.95 per item, even in a shared box. So a 1-Month Supply plus an Exfoliant is $17.90 shipping.
When will it ship and arrive? Weekends and holidays?
Orders usually ship within 1–5 business days (Monday to Friday, excluding US federal holidays). Then they typically arrive in 2–5 business days. Your order may arrive in more than one box, each with its own tracking. Your estimated delivery date is the one shown in your tracking.
Will it arrive before Thanksgiving or Christmas?
Check our Shipping policy page for any holiday order-by dates. Orders usually ship within 1–5 business days and typically arrive 2–5 business days later, so order early.
Do I need shipping insurance or package protection?
No, there’s nothing extra to buy: lost parcels are replaced, and anything that arrives damaged, defective, wrong or missing is replaced free if you email us within 14 days. Parcels tracking shows as delivered to the checkout address aren’t.
Where is my order? How do I track it? Which carrier?
Use the tracking link in each shipping email. Your order may arrive in more than one box, each with its own tracking. The link shows the carrier. Can’t find it? Email us your order number.
Can I check my order status without emailing you?
Yes, use the “View your order” link in your confirmation email to see status and tracking anytime.
Why more than one box? Does the Exfoliant ship with my Serum?
Not always. Your order may arrive in more than one box, each with its own tracking. Larger Serum supplies can split too, at no extra shipping cost.
Tracking says “Label created” or hasn’t updated.
“Label created” means it’s packed and awaiting the carrier’s first scan (24–48 hours), and tracking often pauses between facilities. Not there by the delivery date in tracking? Email us within 21 days of that date.
A box came from “Shipping Department” or an unknown sender. Mine?
Yes. The shipping label may show a generic sender name. Your order may arrive in more than one box, each with its own tracking.
Delivery problems
8 QUESTIONSLate, lost, missing, delivered-but-not-found and returned parcels.
I got the free Exfoliant but no Serum. Where is it?
The Serum ships separately and can take longer, so look for a second tracking email. If it’s running late, we email you a new date and the option to cancel.
My parcel is late, lost or never arrived.
If it hasn’t arrived by the delivery date in your tracking, email us your order number, no later than 21 days after that date. We open a claim and send you a replacement.
How long will my replacement take?
It usually ships within 5 business days of your report, then follows normal delivery times.
Tracking says delivered, but I can’t find it.
Check your porch, mailbox and mailroom, ask neighbors, and give it 2 business days before emailing us. Parcels tracked as delivered to the checkout address aren’t replaced or refunded, but we send you the carrier’s proof of delivery.
My parcel was returned to sender. I missed your email.
If it came back for a wrong or incomplete address, reply within 14 days of our email with a corrected street address and we reship once at your cost. Otherwise the order closes without a refund, and a second return isn’t reshipped or refunded.
Can I refuse delivery to get a refund?
No, refused or unclaimed parcels aren’t refunded. When it comes back, reply to our email within 14 days to reship once at your cost, or the order closes without a refund.
I missed the delivery and got a carrier notice.
Follow the notice to reschedule or collect it before the carrier’s hold ends, and reply quickly if we email to confirm your details. Uncollected parcels go back and aren’t refunded.
Can you change my address after it ships?
No, but you can use the carrier’s own delivery tools with your tracking number. A redirected parcel is your responsibility once delivered.
Returns, damage & refunds
18 QUESTIONSWhat’s covered, the photos we need and how we put it right.
What is your returns policy?
Every order arrives right. If anything arrives damaged, defective, wrong or missing, email us photos within 14 days and we’ll replace it free. If your parcel is lost on the way, we’ll send a replacement. Because these are personal-care products, we can’t take returns or refund change-of-mind purchases, opened or unopened.
Can I get my money back if it isn’t for me?
No. Because these are personal-care products, we can’t take returns or refund change-of-mind purchases, opened or unopened. Every order arrives right: if anything arrives damaged, defective, wrong or missing, email us within 14 days and we’ll replace it free.
My product is unopened. Can I return it for a refund?
No. Because these are personal-care products, we can’t take returns or refund change-of-mind purchases, opened or unopened. If anything arrives damaged, defective, wrong or missing, email us within 14 days and we’ll replace it free.
I changed my mind. Can I get a refund or my upgrade money back?
We understand, but because these are personal-care products, we can’t refund change-of-mind purchases, opened or unopened, including accepted upgrades. If anything arrives damaged, defective, wrong or missing, email us within 14 days and we’ll replace it free.
Can I exchange it for a different product?
No, we don’t offer exchanges; for a different product, please place a new order.
Should I send it back to your Cheyenne address?
Please email us before sending anything. We have no returns address and our Cheyenne address is for mail only, so items sent without our agreement can’t be accepted.
My bottle arrived leaking, broken or damaged.
We’re sorry. Within 14 days of delivery, email your order number and photos of the item, problem, batch code if printed and the labeled shipping box, and keep everything. We’ll replace that item free, or refund it if we can’t.
What photos do I need to send?
One each of the item, the problem, the batch code if printed, and the shipping box with the label visible. We need these to review your report.
The dropper or sprayer doesn’t work.
Prime a new Mist sprayer with a few pumps first. Still not working? Email us within 14 days of delivery with photos and we’ll send a free replacement.
It looks or smells off, or sat in a hot mailbox.
Brief heat is usually fine once it’s back to room temperature, but don’t use it if its color, smell or texture changed or it separated. Email photos and the batch code within 14 days of delivery and we’ll replace it free.
My parcel arrived very cold or frozen. Is it damaged?
No, freezing in transit isn’t a defect; let it sit at room temperature for 24 hours before use. If it’s broken, leaking, separated or changed, email us within 14 days of delivery with photos.
The bottle isn’t full.
Bottles are filled by volume (30 mL or 100 mL), so some air space at the top is normal. If it looks clearly short or leaked, email photos within 14 days of delivery.
I received the wrong item.
We’re sorry. Email your order number and photos (what arrived, batch code if printed, labeled shipping box) within 14 days of delivery and we’ll send the right item free, or refund that item if we can’t.
Something’s missing, like a bottle or the free gift.
Check for a second shipping email first, as boxes ship separately. Still missing once all arrive? Email your order number and photos of what arrived and the labeled box within 14 days of delivery and we’ll send it free.
I ordered the 3- or 6-Month Supply but got one bottle.
Larger supplies can ship in more than one box, so check for a second shipping email. If only one arrived, email photos of it and the labeled box within 14 days of delivery and we’ll send the rest free.
My free gift arrived damaged or never came. Refund?
No, free gifts have no cash value, so they’re replaced, not refunded. Email photos within 14 days of delivery (or just your order number if an upgrade gift never came) and we’ll send it.
What happens after I report? What if it’s past 14 days?
We reply and ship your free replacement, usually within 5 business days, or refund the item if we can’t replace it. Reports sent more than 14 days after delivery can’t be reviewed.
How will I get my refund?
Approved refunds go to your original payment method; your bank may take 5–10 business days to show it.
Contact
7 QUESTIONSReaching us, emails and accessibility.
How do I reach you?
Email support@tryprotokode.com. We reply within 1 business day, Monday to Friday.
What should I include in my email?
Your order number and a short note. For a damaged, defective, wrong or missing item, add photos of the item, the problem, the batch code and the shipping box with the label visible.
The site is hard to use. Can you place my order?
Yes. Email us with the subject “Accessibility help” and we’ll set up your order and send a secure payment link; we aim to fix reported site issues within 10 business days.
Do you sell wholesale, work with creators or do press?
We don’t sell to resellers; our products are for personal use. For press or collaborations, email us with who you are and what you have in mind.
How do I unsubscribe from emails?
Tap “Unsubscribe” at the bottom of any email (order and shipping emails still arrive).
Where can I read your policies?
Under “Our policies” on this page, and in the footer of every page.
Do you have a phone number or live chat?
No. Support is by email at support@tryprotokode.com, and we reply within 1 business day, Monday to Friday.
Shipping & returns at a glance
Your order can arrive in more than one box, each with its own tracking.
FreeShipping on the 3- and 6-Month Supply, gifts included. Other items ship for $8.95 each.
1–5 daysOrders usually ship within 1–5 business days, with a tracking link for every box.
21 daysTo report a parcel that hasn’t arrived, counted from the delivery date in your tracking.
14 daysTo report a damaged, defective, wrong or missing item.
Serum
Peptide Density Scalp Serum
SHIPSUsually within 1–5 business days. If we can’t ship within 5 business days, we’ll email you with a new date and the option to cancel for a full refund.
DELIVERYTypically 2–5 business days in transit, with tracking. Your order may arrive in more than one box, each with its own tracking.
CHANGESOrders can’t be changed or cancelled once placed.
PROBLEMSDamaged, defective, wrong or missing? Email us photos within 14 days and we’ll replace it free.
Exfoliant & Mist
Lactic Clarifying Scalp Exfoliant + Keratin Strengthening Hair Mist
SHIPSUsually within 1–5 business days.
DELIVERYTypically 2–5 business days in transit, with tracking. Your order may arrive in more than one box, each with its own tracking.
CHANGESOrders can’t be changed or cancelled once placed.
FREE GIFTSNo cash value. Replaced, not refunded, if damaged, wrong or missing.
PROBLEMSDamaged, defective, wrong or missing? Email us photos within 14 days and we’ll replace it free.
For every order
- The 3- and 6-Month Supply ship free, gifts included. Everything else ships for $8.95 per item.
- We ship anywhere in the US except Alaska, Hawaii, US territories, military addresses and PO boxes.
- Orders usually ship within 1–5 business days, then typically arrive in 2–5 business days. Your order may arrive in more than one box, each with its own tracking.
- Every order on our site is a one-time purchase. Nothing renews.
- Every order arrives right. If anything arrives damaged, defective, wrong or missing, email us photos within 14 days and we’ll replace it free.
- If your parcel is lost on the way, we’ll send a replacement. Email us after the delivery date in your tracking, within 21 days.
- Because these are personal-care products, we can’t take returns or refund change-of-mind purchases, opened or unopened. Orders can’t be changed once placed.
Our policies
Still need help?
Email support@tryprotokode.com
Our team replies within 1 business day, Monday to Friday.
Include your order number. For a damaged, defective, wrong or missing item, add photos of the item, the problem, the batch code and the shipping box with the label visible.
Helpful subject lines
- “Damaged item”within 14 days of delivery, with your order number and photos
- “Accessibility help”if any part of our site is hard to use