Returns & Shipping Info

Returns

Due to the nature of our products and FDA regulations, Essential Labs cannot accept returns. All sales are final and non-returnable.

While we do offer refunds and replacements on products that are damaged during shipping or that are failing due to Essential’s craftsmanship, we will need documentation from our shipping partners that damage occurred, or we will need some time to investigate the failing due to Essential’s craftsmanship.

Please note that because we use natural ingredients in our products, there will be variations in viscosity, scent, and color, and these will all vary from batch to batch. Natural and naturally-derived ingredients are not identical and can cause variations in the final products, meaning that our ingredients and products are inherently mutable as they are subject to changes in nature. For example, a plant seed oil may fluctuate in color depending on the growing conditions, varietal, harvest time, etc.

To help reduce waste and ensure you are happy with your product choices, we recommend the following steps.

Before placing an order:

We offer quantities of 16 oz and lower for many of our products and ingredients. We recommend purchasing the smallest amount of the product or ingredient you are interested in before purchasing a bulk size. The smallest size of each item can be found on its product page. You can also talk with our customer service team to learn more about our products.

Double-check your shopping cart to make sure it includes the correct products you intended to purchase.

After placing an order:

We can no longer ship partial orders. If something is on backorder, please make a separate order if you need available products to ship right away.

Check your email for your order confirmation. It is best to do this immediately after placing an order so that you can catch any errors in real time and contact Essential before your order ships. For example, you may have provided an incorrect shipping address or accidentally ordered the wrong size of a bulk product. It's okay - it happens! If you catch the error quickly, we can fix it. However, once your order has been processed and ready for shipment, it is non-cancellable.

If you see an error on your order confirmation, our Customer Care Representatives will be happy to assist you in troubleshooting. You can contact them at: contactus@essentiallabs.com or by calling: (866) 252-9639.

IF YOU NEED TO CANCEL YOUR ORDER:

• We process orders as quickly as possible, which means some orders may ship on the same day. Therefore, to prevent delays we do not have a set window of time during which cancellations are guaranteed. Please ensure your order is correct before submitting, as submitted orders will be treated as final and will not be canceled after they are processed and ready for shipment.
• If you need to request changes or cancellations to an order, please call customer service at (866) 252-9639 as soon as possible. Please do not send an email about order cancellations.
• Orders placed over the weekend will be processed on Monday morning.
• Please note, special orders cannot be canceled or returned. This includes all drum orders. If a change needs to be made to your order, please notify us within 24 hours. No changes or cancellations can be made after 24 hours.

If you feel that there is a problem with your order, please contact us within 10 days of receiving it.

Order Change Policy

At Essential Labs, we strive to ensure that your orders are processed and shipped as efficiently as possible. Once an order is placed and confirmed, we are unable to make any changes to the order, including modifications to items, shipping addresses, or payment methods.

If you wish to make changes to your order after checkout, please note the following:

• No Modifications at Checkout: Orders cannot be altered at checkout once they are submitted. This includes changes to the products, quantities, or shipping options selected.
• Replacement Orders Only: In the event you need to change an order, the original order will need to be canceled and a new order must be placed. We do not modify existing orders.
• How to Request a Cancellation: If your order has not yet been processed or shipped, you may contact our customer service team at (866) 252-9639 to request a cancellation. Once canceled, you can place a new order with the correct information.
• Orders Already Shipped: Once an order has been shipped, it can no longer be canceled.

For further questions or assistance, please reach out to our support team.

Shipping Details

Orders are shipped Monday through Friday. Orders placed on Holiday Schedule Closing will be processed for fulfillment the following business day.

For most items, we will ship within 48 business hours of receiving your order, depending on order volume. If an item on your order is out-of-stock, we will hold your entire order until all of it can ship. If you need one or more items immediately, please contact our Customer Care team at contactus@essentiallabs.com or by phoning (866) 252-9639.

Drum Orders

Large bulk orders have an estimated lead-time of 8 to 12 weeks, however lead time varies according to quantity. All sales are final and non-returnable. Please contact customer service for further information.

Guaranteed Shipping Times

UPS guarantees shipping times when you select one of the following service options. Remember that your order may not ship out the same day it was placed. To figure total delivery time, include both processing time and shipping time.

UPS Domestic Delivery Schedule

U.S. Ground Map Results are provided as a courtesy and may change without notice. When selecting your shipping method, the map below illustrates business days in ground transit from PORTLAND, OR 97210, as of July 2024.

NOTE: Products are sold FOB Portland, OR 97210.

UPS does not count the day the package is shipped out or weekends as a shipping day. UPS shipping times are provided for your information only and are subject to change by UPS without notice on this website.

While UPS guarantees delivery times currently only for Next Day Air, once your order has left the building, we no longer have control. While we will help you as best we can to keep your order moving to the right place, we are not responsible for shipping delays and cannot credit for shipping expenses unless we are at fault.

UPS Worldwide Delivery Schedule

International customers are responsible for all taxes, duties, and customs fees. Product regulations upon delivery.

UPS International Shipping Destinations:

It's too Hot. It's too Cold.

If you are shipping to a hot climate or during the peak summer months, be aware that your natural and organic products can be affected at temperatures above 85°F (29°C). If your product contains coconut oil or other ingredients with a low melting point, you may notice separation and melting at temperatures as low as 76°F (24°C). Cold snaps with freezing temperatures can also impact your products. Please refer to our Care and Handling Guidelines for more information.

It is the customer's responsibility to choose an appropriate shipping and handling method during hot or cold weather. This may include using a temperature-controlled service or an overnight option. Temperature-controlled trucking can add up to four weeks to your shipping time due to logistics and available space. Freeze protection services, also known as "Protect from Freeze" (PFF), are offered by some Less-than-Truckload (LTL) carriers to prevent damage to products from low temperatures. These services are often used for temperature-sensitive items.

Another solution is to stock up on essential items before seasonal extremes. Ordering additional items to maintain stock during the summer and winter months in your temperature-controlled facility or storage can be helpful during unforeseen circumstances.

Essential Labs is not liable for handling, transit times, weather conditions, or other extremes once the product has left our facilities.

Our Default Shipper is UPS

Our default shipper is UPS (certain restrictions apply) for continental domestic, and international shipments, including to Canada, Europe, and Asia. UPS will not deliver to a P.O. Box. Our online shopping cart automatically calculates package weight and estimates shipping costs based on the items you select.

Freight Options

For orders weighing more than 250 pounds, we may ship by a freight carrier. We will call or email you to notify you of the cost prior to shipping your order.

International Shipping Details

It is your responsibility to request submission of any international documentation. We will assist you as we can with product documentation, such as Certificates of Analysis (no charge) Certificates of Manufacturing ($45), Certificates of Origin and Certificates of Free Sale (fees vary by country and product).

Shipping to Canada

We love our neighbors to the north! You have got an extra step to complete if you plan to sell your products in Canada. Canada requires documentation for each product you bring into the country to sell online or in stores. Therefore, Canadian customers must fill out the Canadian Health Form for each product you intend to sell, listing each ingredient as it appears on our website. Products intended for your personal use do not require the Cosmetic Notification Form.

Upon request, Essential Labs will fill out the required USMCA forms for your broker.

Troubleshooting Shipping Issues

If EL has made a shipping error, we will re-ship to you as quickly as we can.

Address Issues

We know mistakes can happen. If you have entered an incorrect address, please let us know as quickly as you can. In some cases, we can update the address prior to your shipment going out. If your order has already shipped, we can help you reroute your packages, but you are responsible for any additional shipping or address correction fees charged by UPS.

Refuse Shipment

If you refuse your shipment and the order is returned to us, it is considered a non-authorized return, and we will not issue credit for your order. All orders are final, unless there is a problem with the product itself, and then we will work with you to replace your product. If you have any questions about this, please let us know at contactus@essentiallabs.com or (866) 252-9639.

Won't be Home for your Order?

Consider having your order delivered to a nearby UPS store. This is an important option if you are shipping during hot or cold weather, or if you will have to leave your package in an unsecure area.

Damaged, Missing or Lost in Transit Items

While we pack your orders with extreme care, the shipping carrier can sometimes damage orders. Inspect all packages at the time of acceptance and carefully verify the extent of damage, if any, in the presence of the driver. Please keep all packing materials and boxes intact, then notify Essential Labs to start a claim. Please take photos of the damage and email them to contactus@essentiallabs.com. We will gladly take care of the claim for you, if the order was shipped using our carrier account. If the shipment was processed using your own carrier account, please contact the carrier directly to file a claim.

If the driver is already gone, please still follow the steps above. It is particularly important to take photos of all products in the original packing boxes. Please keep everything together, as EL will need to contact the shipping carrier to inspect the damage or loss in order to start the claim before a replacement can be sent. New items will be shipped as soon as damaged or missing items have been returned to or verified by Essential Labs or a claim number has been issued to us by the carrier.

You must retain the original packing materials until any claim is resolved. If you discard the damaged goods, there may be no refund or credit by the carrier due to the fact that the claim will not be able to be verified.

Lost packages must be traced by the carrier and can take up to 30 days for resolution. We will help to get you your product again, but we must have resolution of status before we can reship without payment for the new shipment.

Essential Labs Shipping Address

If you have been asked to ship something to your Essential contact, or are arranging your own shipping, please note our address is:

USPS Mailing Address:

2211 NW Nicolai St.
Portland, OR 97210

Manufacturing & Freight Carrier Address:

2211 NW Nicolai St.
Portland, OR 97210

Will Call / Customer Pick Up Hours

At this time, we are not offering Will Call services.

Visits and Site Tours

Due to not being a storefront, and due to customer confidentiality agreements, our facilities are not open to the public due. Of course we do welcome you to visit in our offices, as long as its a pre-scheduled appointment, but we cannot provide tours.