Support & 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.

 

Can I request samples of ingredients free of charge?

Unfortunately, no. We are unable to accommodate requests for free samples of our ingredients. However, small sizes suitable for sampling are available for sale on our website, subject to our minimum order charge of $5.00.

 

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 after shipment. Certificates of Analysis are provided free of charge. All you need to do is select the checkbox that says "Please Send Certificate of Analysis" on the product page for which you would like a COA!

 

What is your Policy on Animal Testing?

Lotioncrafter LLC does not advocate the testing of ingredients on animals. We confirm that we have never undertaken any product testing on animals, nor have we ever requested that our ingredient manufacturers do so. We do not source ingredients from manufacturers who test on animals and we undertake to determine this when considering new raw materials suppliers. Please refer to this page to download our Statement on Animal Testing.

  

What is your order turnaround time?

Current processing time is an estimated 3-5 business days

Most orders are shipped within 1 - 3 business days of receipt, and sooner if possible.

Note: Choosing an expedited shipping method does not expedite processing time. Shipments are processed in order as received.

 

Can you tell me more about Lotioncrafter?

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 11:00AM on a daily basis on the current ferry schedule (so our cut-off is about 10:15AM) and USPS mail shipments leave in the early afternoon. Air and Ground shipments received after the daily UPS cutoff will be picked up the next morning by UPS. Mail shipments are dropped at the post office at 3:00PM 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.

 

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 transit is 1-Day, 2-Day, or 3-Day Priority Mail, 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 click US Post Office Delivery Map which will open up the US Post Office Map interface in a new window. Enter our zip code - 98245 - and click Enter and it will display the map indicating the estimated time orders take to reach anywhere in the USA from our warehouse.

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 to most locations, 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 and do not see the shipping option for UPS Next Day Air (Saturday Delivery).

 

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.   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 - 45 days for delivery and it is often 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.

 

What countries do you ship to?

For a list of international destinations we ship to, please refer to this page here. 

 

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 has been processed.  

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

We do not ship orders with a value over $400 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. To view our Customer Rewards Program, click on the red tag button located on the bottom right of any of our web pages.

 

How do I use my Customer Rewards Points?

To redeem points on our website, you can click on the rewards icon in the bottom right corner. Depending on the amount of points you have, you will see a red “Redeem” button next to the discount amounts available. Once you click on the desired discount amount, a coupon code will be generated for you to copy and paste into the discount area during your checkout process. 

 

Can I receive Customer Rewards Points on my Birthday?

If you register your birthday through our Customer Rewards Points Program, you'll receive an automatic 500 points as a birthday gift from Lotioncrafter. Note: Your date of birth must be registered in our Rewards Program more than 30 days prior of your next birthday. Otherwise, the reward will be issued on the following year.

 

Do Customer Rewards Points Expire?

Customer Rewards Points will expire after 6 months (180 days) of inactivity. 

 

Do you ship to Australia?

Due to changes by the Australian government regarding collection of GST by foreign sellers, we have placed restrictions on Australian orders. As of now, there are two options. One, an order may be placed on our website with an order total minimum no less than $1000.00 AUD. The minimum may be subject to change, as the exchange rate may increase or decrease over time. Second, for order totals less than $1000.00 AUD, would require use of an approved freight forwarder in the US that will collect and remit GST on your behalf. One such company is Shipito (https://www.shipito.com/en/

Any questions regarding shipments to Australia can be emailed to support@lotioncrafter.com. Please allow 1 - 2 business days for a response, as there is a time zone difference.

Do you ship to the United Kingdom?

We currently accept orders destined to the UK with subtotal values greater than £135.00, to which customers will be responsible for VAT and customs duties. This will be in effect as we are awaiting our current VAT registration. Upon placing an order with regards requirements noted above, please list your EORI number (Economic Operators' Registration and Identification Number) in your order notes to avoid processing delays.