Hi Michelle, thanks for your review and we're sorry to hear about your experience with Lips! As with all pure and natural skin care, Go-To products can occasionally separate with temperature changes or feel a little grainy. It's actually completely normal! The reason is that the formulation contains a mixture of ultra medical-grade lanolin along with a bunch of oils, butters and waxes which have different melting and solidifying temperatures. And! If those natural butters and waxes melt and then cool again they form soft wax crystals. But, they should melt again when warmed by your lips. If you find that they don't (stubborn things!) you could try submerging the tube in warm/hot water for 20 or so minutes to melt them down. This should do the trick! We take all feedback very seriously so I will absolutely pass your thoughts along. We also do offer a 30 day money back guarantee so if you need a hand with that or with anything else, please drop us a message at info@gotoskincare.com.

Hi Beck, thanks for your review and feedback. We're sorry to hear that you're not loving Lips! It's not uncommon for Go-To products to sometimes separate with temp changes or feel a little grainy. This is due to the pure and natural ingredients, which have different solidifying textures which form soft wax crystals when melting and cooling again. A hot tip from us is to pop the tube in mug of hot water to melt the crystals down - this should do the trick! Keep in mind we offer a 30 day money back guarantee so if you'd like to return yours, please shoot an email to info@gotoskincare.com and our customer service wizards can help you out.