Q: Some members want to know if the ingredient, called allantoin in 3600 relieve is a chemical ingredient. Can you answer it?
A: This customer asks about the characteristic ingredient of the product that is the selling point. By answering this question, we can help customers establish credibility to this product.
1. Please define the general concept of “chemical ingredient” that is the correct knowledge: we can lead customer opinion on our natural and purely natural product. For example, tell the customers that our product is safe, economic and effective, and has unique advantage among similar products. In addition, all the things on earth can be expressed in chemical molecular formula, which means all the things are chemical substances (different from the narrow chemical in common people’s opinion). We don’t use the chemical substance hazardous to human.
2. Allantoin is non-toxic, tasteless, non-irritant and non-allergic. As medicine, allantoin has physiological functions, including accelerating the cell growth, speeding up the wound healing, softening cornifin, etc. As the cosmetics, allantoin has light protection, sterilization, pain relieve, antioxydation and other functions to keep skin moisture, nutritious and soft. Therefore, allantoin is honored as the best medical ingredient for skin problem.
 
Q: Members want to know if the hydrogenated castor oil and sodium benzoate in mouth wash formula are safe.
A: Hydrogenated castor oil in mouth wash is a ingredient applied widely in fields of oral health, personal care, etc. Sodium benzoate also has wide application in oral health products. By recognition, these two ingredients are safe. At the same time, all the ingredients in our products can only be imported after being approved by the customs to be subject to national regulations.
 
Q: Tea tree essential oil is easy to leak during delivery, so do you think about adding inner cap?
A: The leakage of tea tree essential oil should be considered in both logistics and product case by case. The market department will tell the leakage reasons under different circumstances and the modification direction in the future.
 
Q: In treatment of leuconychia with tea tree essential oil, there is no any change when using first two bottles and bubbles appear after smearing when using the third bottle. Why? Will you change the formula?
A: The company has never suggested to use tea tree essential oil in treatment of leuconychia.
1. It may be caused by infection of other germs. We suggest customers to have formal check in hospital.
2. We don’t receive notification of formula modification. Therefore, we suppose the reasons for bubbles when using the third bottle, rather than the first two bottles are: A. other pathogenic bacteria in wound; B. usage amount is inappropriate: we suggest that original fluid can only be used below the neck by spot for not more than three times; C. the way to test if there is any allergy is very convenient: spot at wrist or post aurem to see if there is any reflection of red, swollen, heat or pain during reflection limit (in general two hours).
 
Q: Can pregnant woman with dermatophytosis smear the tea tree essential oil on feet?
A: Tea tree essential oil manufactured by our company can be used below neck or directly smeared to relieve skin discomfort. Therefore, it is beyond doubt to use the product on feet. However, this product has no function to eliminate dermatophytosis.
 
Q: The member asks about the dioxane in liquid shampoo.
A: State Food and Drug Administration issued the result for risk evaluation of dioxane in sanitary products, which is consistent with the conclusion issued by authorities of America, Australia, etc., on official website on March 21^st, 2009. The result shows that the ideal limit of dioxane in daily consumptions (except foods and medicine) is 30ppm, and it is acceptable in toxicology if the content is no more than 100ppm. At present, all the ingredients in liquid shampoo of Melaleuca are manufactured according to national approved standards without any harmful ingredient. Moreover, all the liquid shampoos of the company will be strictly checked before marketing and approved and recorded by government departments. Therefore, product with harmful ingredient and inappropriate ingredient quantity cannot be approved and sold.
 
Q: Members reflect that scalp will feel itchy after using 4117N (Melaleuca Herbal Shampoo). Then they use the shampoo with two drops of tea tree essential oil for the second time. After that, the hair is much smoother and the scalp is no longer itchy, but there are large pieces of scurf like dead skin. They ask about the reason for it and want to know if there is any influence on health. Why there are large pieces of scurf? They have never found this condition when they use other shampoo.
A: Firstly, the company has never suggested our members to use tea tree essential oil on hair or scalp, so please don’t encourage our members to us the essential oil like this. Secondly, we have to inform our customers that Melaleuca liquid shampoo has multiple natural plant extraction. During hairdressing, members should rub the hair softly from the end to root and massage the scalp gently for 2-5 minutes. Meanwhile, the selection of products according to hair quality is also important. Please refer to Country for details.
 
Q: Currently, I have received the complains from market leader, who said about 6 people in his team, who have hairdressing once per day, felt itchy in scalp after using Affinia series.
However, our colleagues have no scurf after using the product, and they said it is the “healing reflection”. Therefore, the leader wants to know if the “healing reflection” caused by Affinia will disappear after a while.
How is the tenderness of our formulas? Is there any parameter, such as pH, etc. can be referred?
A: According to the outsource test results, the irritation of Affinia shampoo is quite low, and the pH in 6.0-7.0 is faintly acid.
 
Q: Some members ask if children with favism can use tea tree essential oil.
Suggestions from Taiwan show that the tea tree essential oil has high purity, and the volatility is high when touching skin directly. Therefore, it is possible to have allergy. In order to avoid future dispute, we suggest members not to use it for children with favism.
 
Q: Favism
A: Anemia, jaundice, coke urine color, enterodynia, fever and other symptoms occur for erythrocyte destruction and dissolution because of some medicines, broad beans, kencur pills, moth balls, gentian violet and other substances. Although the smell of tea tree essential oil is similar to that of mothball, the chemical structure of these two are quite different. At present, there is no attack record for patients with favism in Taiwan.
 
Q: Can patients with favism use the tea tree essential oil?
A: Favism is congenital glucose hexaphosphate deficiency disease, which is G-6-PD deficiency disease for short and favism in general. Patients with such disease should avoid touch with substances causing the disease. This is because patients may be pale around the gills, have hemolysis, anemia, coke urine, etc. because of some medicines, broad beans, kencur pills, mothballs, gentian violet and other substances. Melaleuca tea tree essential oil will not make any hemolysis to patients with favism. The warning aims at avoiding allergy of patients with favism. Although the smell of tea tree essential oil is similar to that of mothball oil, their chemical structures are quite different. Therefore, we suggest patients with favism start to use the low-concentration tea tree essential oil, which will not touch skin directly, such as Melaleuca family cleaning series or personal care series (three-in-one detergent and revitalized bath with relatively high concentrated tea tree essential oil should be used later). After a while, if there is no discomfort, the dose can be gradually increased, and diluted tea tree essential oil can be used. So far, there is no attach case caused by tea tree essential oil for patients with favism.
※The company maintains the principle of strict inspection. Please inform patients with favism, who call the company, that avoid the usage of tea tree essential oil product.
 
Q: Members said that the toothpaste with fluoride in light mint has bitter taste, while others not. Can you tell the reason?
Can you tell which ingredient gives the bitter taste? Please tell us. Thank you!
A: Everyone has different experience about the taste. For example, someone may taste “bitter” when eating mint sugar. Therefore, the product quality does not matter.
 
Q: It is said that there is no chemical ingredient in Koala Pals, but why there is chemical names on package?
A: It is not scientific to say that there is no chemical ingredient, just like what we always explain. All the substances have their own chemical formula, so they all can be called as chemical substances.
The product is composed of cleaning ingredients and rich plant ingredients. The so-called chemical ingredient in the product is mainly surfactant, which is used for cleaning.
Koala Pals mainly aims at children, so the formula is especially gentle. The products are always faintly acid or neutral and have no irritation to skin, so members need not to worry about it.
 
Q: In daily training, I found that not only leaders in Taiwan, but also local leaders have been familiar with and know about the “percutaneous toxicity”, and there has been special subjects about “percutaneous toxicity” in PhoenixNet and other web portals. In these subjects, “sodium lauryl sulfate” is ranked in second as poisonous ingredient. I found that “sodium lauryl sulfate” is listed in toothpaste ingredient list when I drafted the new course content for the brand. I am worried that members or media will pay attention to it, so can you help us to know about the content and safety of such ingredient.
A: I have contacted with R&D and obtained the reply:
Three pieces of American imported toothpaste have ingredient, “Sodium Alkyl Sulfate”. As one kind of “sodium alkyl sulfate”, the “sodium lauryl sulfate” has certain percutaneous toxicity. However, sodium lauryl sulfate is different from ammonium laureth sulfate, which has no toxicity.
The above is the reply from R&D, and the following contents are more objective and pursuant reply to this problem, which has been exaggerated and demonized by the market and media:

1. SLS (sodium lauryl sulfate), which is surfactant with good cleaning effects, is used in all kinds of facial cleanser, body wash and shampoo;
2. Cancer?! Qiu Pinqi, the visiting staff of dermatology department in National Taiwan University Hospital, quoted all kinds of reference in his paper to clear SLS (sodium lauryl sulfate)’s name: SLS has no carcinogenicity originally. However, this ingredient has large irritation, so long-term touch in high concentration may damage the cuticle to let other carcinogenic ingredients penetrate into skin. Therefore, the possibility of cancer acceleration may generate. When we touch this ingredient in daily cleaning products, the time is so short that the possibility to have cancer is quite low. In current condition, there is almost no such possibility.

Therefore, you don’t have to worry about such possibility for this ingredient in toothpaste, which touches with teeth in small scope. What we need to be concerned is the cleaning capability and protection of tooth.

3. In current market, some cosmeceuticals brands, including Cetaphil, Uriage, etc. with firm strength positioning sensitive skin and non-irritation also add SLS in their cleaning products.

 
Q: Members reflect that some people feel hot in body after using aloe vera gel without red swollen. They ask if this reflection is normal. If is, which ingredient causes such reflection?
A: Calm ingredient, which is mainly used for repair after basking, in aloe vera gel is quite a lot.
Skin after basking is fragile. Because the skin is burned by sunlight, when the effective ingredient penetrates into skin for calm and relief, someone may feel hot.
Certainly, we cannot exclude the possibility of skin allergy for some ingredients. We suggest to use in body, rather than the face at first. If there is no allergy conditions, such as red swollen, after that, please be assured use.
 
Q: Members call the company to ask if the potassium sorbate in aloe vera gel of your company does harm to health.
A: Nature: potassium sorbate is generally used in food to effectively inhibit the activity of mould, saccharomycetes and aerobic bacteria and prevent the growth and reproduction of harmful microbe, such as clostridium botulinum, staphylococcus and salmonella. Its role of growth inhibition is much stronger than its sterilization, so it can effectively prolong the retention time of food and keep the original flavor of the food.
Safety: Potassium sorbate is a safe food additive recognized by the whole world. During the food manufacturing, replacement of potassium benzoate and sodium benzoate with potassium sorbate is beneficial to improve the safety of food, which is subject to the trend of health consumption. Moreover, it is not unsaturated fatty acid (salt) and can be absorbed by metabolism system and dissolved into carbon dioxide and water rapidly without residue. According to national regulations, children food can only use sorbic acid or potassium sorbate, rather than sodium benzoate. Therefore, potassium sorbate has reliable safety.
Melaleuca takes complete consideration of the safety of cosmetics when using this additive. The content of potassium sorbate is subject to national regulations, so there will be no harmful effect on human body. Consumers can be assured use.
 
Q: Members found that there is black sediment in mouth wash, but it will disappear after few times of shaking. They want to know the reason. Is it caused by the ingredient in mouth wash?
A: By communicating with America and R&D, we finally got the definite reply about the black sediment in mouth wash: at first, the black sediment is actually the coloring material of plant, extracted from green plants, which is actually the chlorophyll.
Secondly, this substance is completely harmless to human health because the chlorophyll, which is used in absorption of luminous energy, the indispensable link in photosynthesis, mainly exists in plant leaves. Therefore, it is natural and safe.
Thirdly, the reason of sediment, which cannot be resolved in mouth wash, is that ingredients extracted from plants is less stable than artificial chemical additives, so some of them will be separated out.
Finally, will the substance separation affect the product effectiveness? Absolutely not. This additive aims at product appearance, so the performance will not be affected.
In conclusion, the black sediment in mouth wash is normal. Please be assured use.


Q: Members called and asked if “triclosan” in liquid soap is harmful to human health, and what ingredients in it?
A: “Triclosan” is an antibacterial agent with broad spectrum, which is effective and safe. It is widely used as active ingredients in cosmetics, detergent, medical treatment and hygiene. It is can not only effectively inhibit malignant bacteria, such as Escherichia coli, staphylococcus aureus and candida albicans, but also protect beneficial bacteria. Triclosan is both too mild to irritate the skin, and too strong in biodegradability to pollute the environment.
As the antibacterial ingredient in toothpaste, detergent and cosmetics, triclosan has been recognized by US FDA (Food and Drug Administration) and Chinese National Standard (GB22115-2008).
 
Q: Members said that they bought the Melaleuca Platinum Bar, and then they test its pH value with test paper. They cannot understand the transformation of pH value after use.
A: Current situation
Alkalescence of platinum bar is mainly from one kind of raw material, sodium tallowate. Amway G&H complexion bar, Dove, Neutrogena bar, Cetaphil antibacterial gentle cleansing bar, etc. all have this ingredient.
Why we need to add this substance?
Firstly, we have to understand the definition of “bar” with major ingredient of sodium aliphatate, which is saponified with oil (plant oil or animal oil). It has no poisonous side effect on human and can be easily degenerated by the environment. Therefore, soap is a natural and green product.
The cleansing bars for face can be divided into soap-alkaline formula and non-soap-alkaline formula. Therefore, the quality of cleansing soap is independent on PH value, but on the cleaning degree and skin irritation. During the manufacturing process of soap, alkaline material is necessary. This is because the skin is faintly acid, acid-base neutralization is significant in cleaning.
Misunderstandings:
Human skin is faintly acid in general. Therefore, a lot of people will be concerned if slightly alkaline soap will do harm to skin. They think that faintly acid is much more mild to skin, so they should choose this kind of soap.
It is always said that, “cleaning should be sufficient to prevent soap residual on skin when washing face with soap.” Indeed, the skin will be in alkaline if soap leaves on skin to make it worsen gradually. Therefore, we have to clean the soap when washing face, so that only when the soap leaves on face, the skin will be in alkaline. After washing, however, the alkaline will be neutralized. Moreover, there is a factor, called stability in original state in skin, which may keep skin in a certain state. Therefore, the skin will recover to faintly acid from alkaline naturally after washing with fresh water. In conclusion, the normal soaps, instead of faintly acid soaps only, can clear your skin.
Don’t worry that the alkaline soap will do harm to skin. Even normal skin will keep bright with slightly alkaline soap. For example, when we immerse our body in slightly alkaline spring, the cuticle will be gradually softened to keep skin sparkling and bright.
 
Q: Can you talk about that some Affinia family products have problem of transformation?
A: Dear members, affected by recent temperature, changes of air pressure in some Affinia family products make bottle transform. However, it is normal and will not affect the product quality. Once upon open the seal pressurizing window, the product will recover the normal shape. Please rest assured and tell each other, thank you!
Q: Call center received the complaint that #6609 and #6608 would melt when the temperature is high, but the customer found the color of the candy wrapper may come off and stick to the candy. This customer worries if the pigment of the wrapper is harmful.
A: This can be eaten.  The wrapper uses a food grade ink approved by the FDA. if for some reason the ink is left on the product it is still safe
 
Q: There are two kinds of throat-smoothing, which will melt in high temperature. Consumers found that the sweet wrapper will fade and stick to the sugar. They want to know if the pigment is harmful to human health.
A: The pigment used in this wrapper, is edible and approved by FDA. Therefore, even when the color of wrapper pastes in the sugar, the sugar is still safe to eat.
 
Q: Can you tell us the nature of sodium benzoate and the proportion of the ingredient content in your products to national standard? Moreover, can you give us the detailed ingredients of vegetables and fruits?
A: Sodium benzoate belongs to food antiseptics. Actually, some natural plants also have dissociative benzoate in it.
In fact, a small quantity of sodium benzoate does no harm to human health. The content of sodium benzoate in soybean sauce, vinegar, jam and fruit beverage should be no more than 0.1%; in plastic barrel of fruit juice concentrate no more than 0.2% and so on. When add sodium benzoate in cosmetics, the dissociative benzoate content should be no more than 0.5%.
Toothpaste touch the oral cavity in short time, and the content of sodium benzoate in it is relatively little, so the toxicity need not to be worried about.
The formula of toothpaste is one of the company properties, so it is not allowed to be public. However, we can make sure that the additive amount is completely subject to national standard.
 
Q: Members called and asked about triethanolamine, which is toxic substance, in aloe vera gel and hand cream. They found that this ingredient will do harm to human eyes for long-term use.
A: Triethanolamine belongs to restricted substance of cosmetics. Cosmetics and Health Standard regulates that the maximum concentration of it is 2.5%. This ingredient has a certain irritation in independent view.
However, the content of triethanolamine in hand cream is much less than the limit, and it is added as neutralizer of stearic acid. The fatty triethanolamine generated in neutral reaction has almost no irritation, which can be known according to the “non-irritation” of finished product.
Similarly, the content in aloe vera gel is also much less than the limit, and used as pH neutralizer, so the finished product has no irritation.
Compared with other pH neutralizer, triethanolamine is relatively the most mild.
Please forgive us that it is inconvenient to tell the detailed additive percentage, but we can ensure you that the content is quite little.
 
Q: Today, we receive the feedback of members by telephone. They said after using Envia Hair Gloss, the rubber band for hair broke, while it did not happen when use other brands of gloss. They are concerned that there will be corrosive ingredients in it. Can you explain if there is any corrosive substance in Envia Hair Gloss? Thank you.
A: The major component of rubber band is rubber and latex. Under synthetic actions of some internal and external factors, physical properties and mechanical capacity of rubber band may be deteriorated gradually. For example:
Oil: If touch with oil medium for a long time during use, oil may penetrate into rubber to make it swelling. The strength and other mechanical property of rubber may be degraded. Swelling of rubber caused by oil is because the net structure of vulcanized rubber changes for the mutual diffusion of molecules after oil penetrating into rubber.
The Envia Hair Gloss made with plant is made of plant extraction and oil. If the rubber band does not break, it shows that there is no oil or the oil has been solubilized into water phase. Therefore, the breaking of rubber band does not relate with corrosivity.
 
Q: Members reflect that the brush of Melaleuca tooth brush is quite hard and greatly slip. Can you explain it?
A: If your gingiva is weak or has bleeding problem, we suggest you to use it with sensitive toothpaste.
In addition, it is necessary to explain that all the products will be accepted QC work before delivery and product test will be done randomly. However, the recovery rate is not 100%, while the quality control will keep the defective percentage very low, so a few amount of tooth brushes with slipping brush is normal.
If the tooth brush slips brush, we need get feedback from the customers that if it is the first time to buy our product and if brush slipping also happened before.
We suggest you to replace the product. Thank you for your support to our products for a long time, and we welcome your feedback about such problems.

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