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FAQ

Here you will find answers to Frequently Asked Questions (FAQs).  If you don't see the answer to your question, please see our Policies page which contains a lot of information not covered here.

Where are you located?

We are located on Orcas Island in the beautiful San Juan Islands of Washington State.

I don't have a business, can I still purchase from Lotioncrafter?

Yes, you can. While we are a wholesale supplier of our products, you do not need a business or a business license to purchase from Lotioncrafter.  Washington State customers who do not have a Resale Certificate on file with Lotioncrafter will be charged Washington State Sales Tax.

Can I obtain a Certificate of Analysis for the ingredients I order?

If you require a Certificate of Analysis for one of our cosmetic raw materials, please request it when you place your order and it will be emailed to you before your package arrives.  Due to the volume of orders we receive, Certificates of Analysis will not be provided for quantities less than 1 pound of any ingredient.  If you must have COA for sizes smaller than 1 pound, we will provide them for an additional fee of $2.00 per item.  These can be ordered from any ingredient category on the website by clicking on  “A Certificate of Analysis” and  choosing the number of COA that you need from the drop down menu.  Add them to your cart and the fees will be added to your invoice total.

 

What is your order turnaround time?

Most orders are shipped within 24 - 36 hours of receipt, and much sooner if possible. 

Can you tell me more?

Lotioncrafter is located on Orcas Island in the beautiful San Juan Islands of Washington State. Due to our unique island location, UPS departs our island via ferry service at 10:30AM on a daily basis (so our cut-off is about 9:45AM) and USPS mail shipments leave in the early afternoon. UPS picks up shipments at our facility every afternoon for the next day’s departure as well. Air and Ground shipments received after the daily UPS pickup will be taken to UPS the next morning to meet their daily truck. Mail shipments are dropped at the post office at 2:00pm on a daily basis (excluding weekends). If your shipment is urgent, and you’re choosing an expedited service (UPS Next Day Air and the like), please note our in-house processing time as well as the cutoff times and contact our office for specific shipping assistance.  During sales or pre-holiday seasons, when shipping volume is high, we will post a notice on the home page of the website indicating current shipping turnaround, in the event it exceeds our normal turnaround.

Do you ship in Priority Mail Flat Rate Boxes?

Yes, we do. However, our cart cannot estimate domestic Priority Mail Flat Rate Box charges, or determine whether an order will fit in one.  If you choose Priority Mail service, we will always endeavor to ship your order using a Flat Rate box, if appropriate, and adjust and refund the shipping charges accordingly. We do not issue refunds for less than $2.00 (unless you use PayPal as your method of payment), however we do credit your Customer Rewards Points for the difference, if you logged into your account to place the order. Current cost of a medium flat rate box is $12.35 up to $50 value, $13.35 up to $100 value, and $17.00 up to $200 value. The large flat rate box is $17.45 up to $50 value, $18.45 up to $100 value, and $22.10 up to $200 value.  We also use Regional Flat Rate boxes extensively to save you money (those rates are too extensive to post here).

How long will my order take to reach me?

We ship via UPS and US Mail. UPS Ground shipping takes 2 to 6 business days to deliver in the US, depending on your distance from our warehouse in the Pacific Northwest. This excludes the day of shipment, weekends and holidays. View the UPS Ground Transit Time Map to determine how long your order will take to reach you. Priority Mail generally takes 2 to 3 days, excluding the day of shipment, Sundays and holidays. Please note that the US Post Office may indicate that a service is a 1-Day, 2-Day, or 3-Day Priority Mail shipment on our website, but this is NOT a guaranteed service, just a typical delivery time.  Only Priority Mail Express offers a guaranteed 2-Day service from the Pacific Northwest and that is very expensive compared to regular Priority Mail. Please read our Policies page for more information on order processing and shipping.

Does UPS deliver on Saturdays?

No, UPS does not deliver on Saturdays, unless you have paid extra for a Saturday Delivery for your Next Day Air or Second Day Air package.  Please let us know if you need your package delivered on a Saturday.

Do you ship internationally?  How much does it cost to ship a package to me?  How long does it take?

Yes, we do.  All you need to do is create an account on the website and be logged into it.  Then simply add your items to the cart.  The cart will automatically calculate the shipping options to your location. We add a $5.00 international handling fee ($3.00 for First Class Mail International Package) to these orders and this is included automatically in the cart.  Please be sure to read our Policies for detailed information regarding international shipping as you agree to them when you place your order!

Priority Mail Express International is the fastest mail service and the only one that is fully trackable.  It can typically take about 7-10 days to be delivered. Priority Mail International can take 10 - 30 days for delivery and is generally tracked until it leaves the United States and then is tracked on delivery.  First Class Mail International can take 20 - 30 days for delivery and it is not a trackable service once it leaves the United States.  It is generally the slowest (and cheapest) of the mail service options.

International shipments must clear customs in their destination countries.  International customers are responsible for any and all customs duties, taxes and brokerage fees that their package may incur.  UPS charges for customs clearance are substantially higher than shipments sent via international mail. We are not able to determine the amount of these fees before shipping to you. Please contact UPS in your country for estimates prior to ordering as UPS will not deliver your order unless these fees are paid in full.  

Please be sure of your country's import restrictions and requirements prior to ordering. Any order returned to us due to your country's import restrictions or regulations will be subject to our international order cancellation fee, original shipping charge and the return shipping fees charged by the carrier for reentry into the United States and return to us.

Do you insure my package?

Yes.  All orders are insured without exception. In the event of loss or damage, your order will be replaced once the insurance claim form has been processed.  Per our insurer, we cannot initiate a claim for lost mail shipments until 21 days have passed from the date of mailing (7 days for Express Mail).  Claims on International orders cannot be made until 45 days after the date of mailing

In order to replace your lost mail shipment, we must initiate a claim after the 21st day of shipment (45th for international orders) and prior to the 90th day.  In order to do so, you MUST complete and return the Lost Claim Form that we send you as soon as you receive it.  If we cannot file an insurance claim on your shipment for lack of this paperwork, this will nullify the insurance and your order WILL NOT BE replaced!

Please note, because our international customers do not want to pay duty on shipping charges, the cost of shipping is not declared as part of the cost of the goods. Therefore, international mail shipments are insured for the contents only and not for the cost of postage. If your shipment is lost or damaged, you will be required to pay the postage on its replacement prior to reshipment. You can't have it both ways!  If you want us to insure your package for the cost of shipping as well, we are happy to do so -- please tell us!

Why is First Class Mail not an option on my shipment?

We do not ship orders with a value over $100 internationally and $150 domestically via First Class Mail. If your order exceeds this amount, First Class Mail options will not appear.

How can I get a discount coupon?

While we occasionally make discount coupons available for special events, we focus on ongoing discounts for our regular customers through our Customer Rewards Points program.  Please read all about it and how you can participate here.

How do I use my Customer Rewards Points?

You must have an account on our system and be logged into it when you make your purchase.  Then, at checkout, simply select the option to Pay with Points first.  Please see the Customer Rewards Points Program page for full details. 

 


News
12-18-2014
Lotioncrafter will be closed on Wednesday, December 24th through Friday, December 26th. We will be closed again on Wednesday, December 31st through Friday, January 2nd for the holidays. We will be shipping orders Monday and Tuesday of each holiday week. Due to the shortened shipping schedule, please expect a longer shipment turnaround time than our usual 1 day. We'll work to ship your order as quickly as possible, as always! Thank you for your patronage during this past year. We look forward to serving you in 2015!

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Our Customers Say...
This is only the third time that I've ordered from Lotioncrafter; but each time, I have been absolutely shocked at how quickly my order has been processed and shipped. The quality of the ingredients I have received are unmatched by any other company, the prices are extremely reasonable, and the customer service is quite obviously above and beyond my expectations. Thank you, Jen! I'm so glad to have found Lotioncrafter...
Krissy Macaluso

I tried the ButterEZ in my body butter formula. WOW, what a difference it made. I will be purchasing this product again. I love your products, supplies, and your quality service. Thanks so much!!!
Shan, (Shan's Sweet Smells)

Excellent service, excellent pricing. Placed an order for 21 items and its on the doorstep in Australia in 5 business days. I do custom formulations and by buying on the Lotioncrafter website i saved a lot of time and money.

Peter
linktech
Peter, (Link Technologies)

I ordered Optiphen Plus on Friday afternoon. It was on my doorstep Monday morning. now that is Service!!! It's been a while since I ordered from Lotioncrafter-now I remember why I liked them so much!!! Fast efficient service with no excuses. Gotta love em!!!
Carrie luna

I placed my first order a couple of days ago. It arrived today. Everything is professionally labeled and packaged. Thank you! I will be back. Nancy
Nancy Babbs, (Bellevue Organics)

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