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. Due to the volume of orders we receive, Certificates of Analysis will not be provided for quantities less than 1 pound of any ingredient.
Do you use domestic Express Mail service?
Yes, we do. However, Express Mail service is a TWO DAY service from Orcas Island, WA where we are located. Because US Mail leaves the island on the afternoon ferry, it arrives at the postal hub too late to make connections to the East Coast. Please plan accordingly.
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 $11.95 up to $50 value, $12.95 up to $100 value, and $15.65 up to $200 value. The large flat rate box is $15.95 up to $50 value, $16.95 up to $100 value, and $19.65 up to $200 value.
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 read our Policies page for more information on order processing and shipping.
Do you ship internationally? How much does it cost to ship a package to me?
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 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!
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 postal regulations, we cannot initiate a trace for mail shipments until 30 days have passed from the date of mailing (7 days for Express Mail).
In order to replace your lost mail shipment, we must initiate a claim after the 30th day of shipment and prior to the 60th 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.
