There is a minimum order of $10.00 (excluding shipping).
Orders should be placed online using the shopping cart. If you encounter any difficulties, please contact us and we'll be glad to assist. You don't have to create an account to use our site, however we welcome you to register if you'd like to do so. This gives you access to past and current orders, your wish list, order tracking, and earns Customer Reward Points which can be used toward payment of future orders. While anonymous check out is available, tax exempt WA State residents must log into their accounts to avoid paying WA State Sales Tax on their orders.
For domestic customers who do not want to give credit card information online, please create your order in the shopping cart and choose "Phone Order" as your method of payment at time of check out, submit your order via the website and then call (360) 376-8008 to speak to a person. For security purposes, international orders must be place online via our shopping cart by the credit card holder.
All orders must be prepaid by credit card or PayPal (using any of their methods). Orders paid via PayPal e-checks will be held until PayPal advises your funds have been received. This can take 4-6 business days or longer, depending on your bank (international orders take 10 business days to be credited by PayPal!). We reserve the right to cancel orders shipped to unverified PayPal accounts or those shipped to a third party. On Credit Card transactions, if the Bill To and Ship To are not the same, or do not match the information reported by your bank,or if the IP address logged on our system for your order does not match your billing or shipping location, at our discretion, we will request a Credit Card Authorization Form be submitted to us, along with a copy of the Bill To party's Credit Card and Drivers License for those orders. We do this to protect you and us from fraudulent transactions. If this information is not provided, your order will be canceled from our system and payments made will be refunded. We also accept payment via Wire Transfer. There is a $50 Wire Transfer Fee that is added to the final total of your invoice. Wire Transfer information is transmitted to you via email once your order is placed. Wire Transfer or other orders not paid for within 10 days will be canceled from our system.
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. 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 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.
We do ship internationally utilizing UPS and USPS International Mail. Due to recent fraudulent activity, we will no longer ship to anyone or any other address but the Bill To party. We will make an exception to this provided you complete a Credit Card Authorization Form which we will complete and email to you, and submit it along with a copy of your credit card and national ID for verification purposes. Please do not ask us to declare your merchandise as Used Goods, Gifts or Samples, or to under declare its value. We are required to include commercial invoices on all shipments and we do so without exception. We add a $5.00 handling charge to international orders to cover the additional documentation and time needed to complete these orders.
If you are an international customer using a U.S. mail or freight forwarder for shipment of your orders overseas, Lotioncrafter’s liability for your order ends when your freight forwarder takes delivery of the package. We will not be responsible for leaks or damage in transit beyond the delivery point regardless of whether you have insured your package or not as our insurance only covers transportation from our warehouse to the delivery point specified on your order. If an item has been left out of your order through our error, we will send it to the destination specified on your original order or we will issue a refund for the missing item at our discretion.
Because we strive for a rapid turnaround of your order, you may cancel or change your order within 1 hour of when you place it (during normal business hours), unless the credit card has already processed or the order has shipped. Any order canceled or changed after the payment has processed will incur a 10% processing cancellation fee (to cover the cost of credit card processing). Domestic orders canceled after shipping, but prior to delivery, will incur a 10% restocking fee, plus the cost of shipping and return. International orders canceled (or abandoned at customs) after shipping will incur a 50% restocking fee, plus the cost of shipping and return as these orders can take up to 6 months to be returned to us and must be discarded on return.
Sales tax will be charged for Washington State residents unless we have a valid WA State Reseller Permit on file. Please mail or fax it to us. Once your Reseller Permit is received, your account will be set up as "tax exempt" in our system and future orders will not be taxed, provided you have logged into your account. If we already have your WA State Reseller Permit on file, please log into your account. While anonymous check out is available, tax exempt WA State residents must log into their accounts to avoid paying WA State Sales Tax on their orders.
Shipping & Insurance
Lotioncrafter will ship orders inside the continental U.S. using UPS and USPS Mail services. Priority Mail Express 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.
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. You can see the UPS Ground Transit Time Map here 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. 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).
We don't ship COD, nor do we ship UPS collect. We strive to keep your shipping charges as low as possible. Our shopping cart has been set up to accurately determine your shipping charges using real-time shipping rates provided by USPS and UPS. These systems are unable to determine and account for multiple boxes or certain surcharges, therefore your shipping charges may be higher than our online estimate if multiple boxes are required. You will be sent a modified invoice alerting you to these additional charges. On domestic shipments, excess shipping charges will be refunded, however due to the high cost of credit card processing, we do not process refunds for less than $2.00. Instead, we will credit your account with the equivalent amount in Customer Reward Points which can be redeemed like cash on future orders. This does not affect domestic PayPal refunds, which will be refunded in any amount.
If you supply us with an incorrect address/zip code, we will charge you the extra shipping charges that occur for correcting the address, intercepting the package, or reshipping your package; you agree to this additional charge to your credit card. The Post Office requires that postage be paid again to reship a package and UPS charges $12.60 for delivery intercepts/address corrections -- please make sure your address is correct!
Shipments to APO or FPO addresses will be sent USPS Priority Mail or Express Mail.
All domestic shipments sent via US Mail are insured at the same rates charged by the post office; however we have our own in-house policy for those order over $50 and don't rely on the US Mail's insurance program. This ensures shipments via US Mail that are lost or damaged in transit are quickly replaced without the need to wait for the US Mail claims settlement. Claims for shipments lost in the US Mail system will not be initiated until 21 days after date of shipment to give the post office time to make delivery on packages that may be delayed in transit. We cannot process a claim for a shipment that is scanned as "Delivered" by the post office. Contact your post office and speak to your postal carrier as soon as you determine you haven't received your shipment.
Raw material products may not be returned because once shipped we can no longer guarantee the purity of the products for our customers. Defective or damaged merchandise will be replaced by Lotioncrafter or the manufacturer, depending on the warranty. Durable goods that are not opened and are in salable condition may be returned. A 10% restocking fee will be charged on domestic orders and a 20% restocking fee on international orders will be charged on all returned items. Original and return shipping charges are not refundable. If your order is unclaimed or undeliverable to you and is returned to us by the carrier, original and return shipping charges and the designated domestic or international restocking fee will be deducted from your refund.
Please inspect all packages at time of delivery and, if damaged, note on the UPS driver's delivery receipt when you sign for it , contact UPS by phone (1-800-PICKUPS) to report it directly to them, and then contact us so we may process your claim. UPS will send someone to inspect the package. If you notice any damaged items upon unpacking your order, leave the box and contents as is, save all of the packing material and contact UPS to arrange an inspection of your package, and contact us so we may process your claim. In the unlikely event of a container leaking, leaked contents will be replaced or a credit issued at our discretion. All damaged, defective or missing item claims must be reported to Lotioncrafter within 7 days of acceptance of package. After that time, the customer accepts responsibility and will not hold Lotioncrafter liable.
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.
We do our best to offer you only the highest quality ingredients available. We cannot guarantee that any ingredient will be consistent in appearance, color or typical odor from one batch to another, as this may be within the manufacturer's tolerance for a particular product.
In the event of loss or damage, Lotioncrafter will only be liable for the actual cost and or replacement of the merchandise.
We reserve the right to refuse service to anyone.
We promise that none of your personal information will be shared in any way with anyone.