Returns & Shipping Info
Due to the nature of our products and FDA regulations, Essential Wholesale & Labs cannot accept returns.
While we do offer refunds and replacements on products that are damaged during shipping or that are failing, we will need documentation from our shipping partners that damaged occurred.
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 ingredients are not identical and can cause variations in the final products. Because Essential uses the freshest natural ingredients possible to create the products we sell, we do not buy huge lots of ingredients at any given time. This means 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 sample sizes for many of our products and ingredients. We recommend purchasing a sample size of the product or ingredient you're interested in before purchasing a bulk size. Samples of products can be found on the "samples" page. Samples of ingredients can be found under each ingredient. Samples are a good way to get an idea of the product, but are not a 1:1 representation. 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:
Check your email for your order confirmation. It's 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 is out the door it is unfortunately not returnable.
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: firstname.lastname@example.org or by calling: 1 (866) 252-9639.
IF YOU NEED TO CANCEL YOUR ORDER:
- We process orders as quickly as possible, which means some orders may ship same day. Therefore to prevent delays we don't 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 won't be cancellable after they are shipped.
- If you need to request changes or cancellations on an order, please call customer service at 1 (866) 252-9639 as soon as possible. Please do not send an email for order cancellations.
- Orders placed over the weekend will be processed on Monday morning.
- Please note, special orders cannot be cancelled. 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.
Serious about Sustainability
We are serious about reducing our environmental footprint, and we know you are, as well. We've selected UPS as our primary carrier, and participate in their Carbon Neutral program. When you ship with us via UPS, we purchase carbon offsets based on the amount of carbon associated with a typical shipment to offset the climate impact of each shipment. Additionally, UPS has a global initiative to reduce fuel, conserve energy, recycle and operate responsibly. They are shipping partners you can be proud of. Learn more about their Carbon Neutral program.
Orders are shipped Monday through Friday. Orders placed on Holiday Schedule Closing will be processed for fulfillment the following business day.
If you need to expedite an order, we recommend placing your order before 10 am Pacific Time, or calling our Customer Care team at (503) 722-7557.
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 email@example.com or by phoning (503) 722-7557.
Large bulk orders, including drums and totes, are manufactured at the time you order, and have an estimated lead-time of 3 to 4 weeks, however lead time varies according to quantity. Please contact customer service for further information.
When selecting your shipping method, the map below provides average shipping times for ground, as of July 2016.
Guaranteed Shipping Times
UPS guarantees shipping times when you select one 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. This map illustrates business days in transit from PORTLAND, OR 97210. 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.
|Next Day Air||1 Business Day||Yes|
|2-Day||2 Business Days||No|
|3-Day||3 Business Days||No|
|Ground||3-6 Business Days||No|
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 World Wide Delivery Schedule
International customers are responsible for any and all taxes, duties and customs fees. Product regulations upon delivery.
UPS International Shipping Destinations:
Domestic & International Shipping Options
It's too Hot. It's too Cold.
We highly recommend temperature controlled options for extreme temperature situations. If you are shipping to a hot climate, or during the peak summer months, your natural and organic products can be affected at temperatures above 85F/29C. If your product contains coconut oil, or other ingredients with a low melting point, you may see separation and melting at temperatures as low as 76F /24C. Cold snaps with freezing temperatures can also affect your products. Please refer to our Care and Handling Guidelines for more information.
If you would like to order temperature-controlled shipping, select LTL/Freight and put a note in customer comments section that you would like a quote for temperature controlled shipping.
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.
Selecting United States Postal Service (USPS)
In some cases, such as for non-contiguous states and some international locations, including Alaska and Hawaii, USPS is often the more cost effective choice, depending on the weight of your total shipment.
Getting to see the price, though, is a bit tricky since our shopping cart won’t show USPS pricing on the screen. To see if USPS is a better value please follow the list below:
- Choose LTL/FREIGHT as your shipping option. The cost will show as $0.
- We will reach out to you with the USPS quote once your order is ready to ship. Please call us once you receive this quote and we will process payment for shipping at that time.
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
As of 5/13/20, the USPS is unable to ship to certain international locations due to measures in destination countries. Please consult this link from the USPS before placing your order.
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’ve 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 don’t require the Cosmetic Notification Form.
The USMCA Form is also available. Simply fill out the form and send it to your broker.
Troubleshooting Shipping Issues
If EWL has made a shipping error, we will re-ship to you as quickly as we can, and using expedited shipping at our expense.
We know mistakes can happen. If you've 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.
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 firstname.lastname@example.org or (503) 722-7557.
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 still damage orders. Inspect all packages at the time of acceptance and carefully verify the extent, if any, of damage in the presence of the driver. If possible, keep all packing materials and boxes intact. First notify Essential Wholesale & Labs to start a claim. Please take photos of all damage and email them to email@example.com and we will gladly take care of the claim for you. The only time we cannot handle the claim for you is if you shipped your order under your carrier's account number. If that is the case then please call the carrier and let them know you have a claim to make.
If the driver is already gone, please still follow the steps above. It is very important to take photos of all product in the original packing boxes. Please keep everything together, as EWL 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 Wholesale & 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 the fact that the claim will not be able to be verified.
This process should only take a couple days before new items can be shipped unless the order is lost in transit. Lost items must be traced by the carrier and can take up to 20 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. If you are not at home for time of package delivery and if you feel you are in an area where someone might pick up and walk off with your delivered package, we highly recommend that you request "signature required upon delivery" when you place your order. You can do so by making a note in the order comments field.
Essential Wholesale & Labs Shipping Addresses
If you have been asked to ship something to your Account Executive or are arranging your own shipping, please note that we have two different addresses depending on your needs and delivery method.
USPS Mailing Address:
2538 NW 22nd Place
Portland, OR 97210
Manufacturing & Freight Carrier Address:
2211 NW Nicolai St.
Portland, OR 97210
Customer Pick Up/Will Call Hours
**Will Call is available by appointment only**
Will Call is open by appointment only. The Customer Service Team will email you when you order is ready for pick up and prompted to select an appointment time. Upon arrival please remain in your car and call us at (503) 893-1100 with your order number ready. A team member will give you further instructions and bring your products to your car.
24 Hour advance notification required
Monday - Thursday:
8:00 am - 4:30 pm PST
(Door will be locked between 9:15 am - 9:45 am for staff meeting, Tuesday only)
8 am - 12:30 pm PST