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.
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 order turnaround time?
Most orders are shipped within 24 – 36 hours of receipt, and sooner if possible.
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).
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?
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.
Do Customer Rewards Points Expire?
Effective 10/25/2019, earned Customer Rewards Points will expire after one year. Rewards Points earned prior to 10/25/2019 will expire 10/25/2020.