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  • What's so unique about CITRO's cosmetics and skincare?
    Many of our products are Gluten Free, Paraben Free, Vegan, and E.U. Registered with the highest quality ingredients, made under the highest standards, and are not animal tested. They are enriched and infused with vitamins and minerals such as Vitamins A, C, and E. The importance of these vitamins is to exfoliate, hydrate, brighten, and heal. CITRO believes that using these products will deliver you the results that you have been searching for.
  • Where are you located and where are your products made?
    CITRO is based in Massachusetts, USA. All skincare and cosmetics are proudly made in the United States, excluding pencils which are made in Germany.
  • My favorite product is sold out.
    You may pre-order any item that is sold out (excluding clearance items.) Pre-orders typically ship within 2-4 weeks. If the option to pre-order the item does not appear, please contact us and we will assist you with your order.
  • Do you charge sales tax?
    No. We are a non-profit organization. All of our proceeds go 100% to Thread of Hope, Inc. This means that all of our products are tax-free!
  • What is Thread of Hope, Inc.?
    Thread of Hope, Inc. is a 501(c)3 that is dedicated to collaborating and investing in innovative projects, both domestic and abroad, that help promote change. Our mission is to reach out to the lives of the underserved and underrepresented populations. To learn more, visit
  • How do I contact you?
    We have several options: Email: Phone (US & Canada): 1-508-422-4673
  • I'm having a problem with placing an order.
    If you're unable to complete your order, try reviewing your billing information, including your billing address. If the issue persists, please contact us and we will be happy to assist you with your order!
  • Can I return or exchange an item?
    We accept returns/exchanges only for unused products that arrived damage. Please email us at for more information. We do not accept refunds/returns on pre-orders.
  • How do I cancel or change my order?
    Contact us immediately and we will gladly assist you with your order. If your order has already been shipped, unfortunately we will be unable to cancel or change it.
  • How do I place an order from outside of the United States?
    For international orders outside of the United States, you will need to contact us to place your order. Please contact us by email: or by web chat. Please note that international orders are not eligible for free shipping.
  • Do you ship internationally?
    Our cosmetics and skincare may ship internationally; however, the customer is responsible for all shipping costs. If you are outside of the United States, you will need to contact us to place your order. Please contact us via email or via web chat. International orders are not eligible for free shipping.
  • I have not received my order.
    If you have not received your order within 10 business days, please contact us at In your email, please provide us with your full name and order number.
  • I lost my eGift Card.
    Unfortunately, we do not offer refunds/replacements for lost or stolen eGift Card codes.
  • How do I use a promo code / gift card code?
    Open your cart and click on "Enter a promo code", located underneath your cart items. Enter your code and click "Apply"!
  • I subscribed to emails, but have not received my 10% off coupon.
    Please make sure that you confirmed your subscription through the subscription confirmation email sent to you. If you do not see the email, check your spam folder. Please allow up to 24 hours to receive the email containing the coupon. If you still are unable to find your exclusive coupon code, please contact us!
  • How do I receive free shipping?
    All orders above $175 will automatically have free shipping applied. (United States only)
  • What happens if I Pre-Order a product?
    When you pre-order a product, the product will automatically be shipped to you when it is in stock! Please allow 2-4 weeks to receive a pre-ordered product. If you have any questions, please contact us at
  • When will I receive my Pre-Order?
    Please allow 2-4 weeks to receive a pre-ordered item. If you have any questions, please contact us at
  • I am a Member of Thread of Hope, Inc. How do I receive my 10% discount?
    Thread of Hope, Inc. Members receive exclusive discounts on all CITRO products! If you are a Member and have not already received your exclusive discount code, contact us at (Please include your full name and/or order number in your email.)
  • Have your products been tested?
    Yes, and many of our products are also E.U. Registered. (Our products are cruelty-free - we never test on animals.)
  • Are your products tested on animals?
    All of our products are cruelty-free. We never test on animals.
  • Where can I find the ingredients of your products?
    There are complete ingredients lists under "Product Details" of each of our products.
  • Why should I prep my face before applying makeup?
    If you cleanse, hydrate, and tone your skin properly before applying makeup, it will apply smoother, evener, and appear more natural.
  • Why should I apply a facial scrub and face mask?
    The purpose of the scrub is to exfoliate and remove dead skin cell layers, so that your skin will feel more soft and supple. Facial masks apply a deepening hydration of the skin.
  • Do you offer samples?
    Unfortunately, at this time we do not offer any samples.
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