Contact Lotion Lab

We’re here to help with everything from product questions to order updates. Our customer care team is based in Portland, Oregon, and we’re committed to clear, timely support before and after your purchase. Whether you need help choosing the right moisturizer or tracking a delivery, this page shows you exactly who to contact and what to expect.

General Support

For order questions, coupon issues, returns, or delivery status, start with our main support line. We read every message carefully and route it to the right specialist if needed.

• Email: support@lotionlab.shop
• Business hours: Monday through Friday, 9:00 am to 6:00 pm Pacific Time
• First response: Within 4 business hours during the service window

Messages received outside these hours are answered the next business day. Order and account issues are automatically routed to the appropriate specialist, so you won’t have to wait for us to manually redirect your message.

When you contact us, please include:

• Your order number
• The name and email on the order
• A brief description of the question

How we handle general inquiries:

• We read the full thread before replying.
• We either resolve directly or route to the appropriate specialist with context.
• We follow up by email until the issue is closed.

Most questions are resolved within 1 business day; complex issues escalate to a specialist within 24 hours.

Specialist Departments

To make sure you get the right help fast, we have dedicated teams for different types of requests. Choose the team that best matches your need—if you’re unsure, the general support address above will always work.

Pre-Sales: Product and Routine Advice

Not sure which formula suits your skin? Our pre-sales team can match you with the right texture and ingredients, share usage tips, and suggest alternatives when relevant.

• Email: presales@lotionlab.shop
• First response: Within 4 business hours during the service window

Include information such as:

• Products you are considering
• Skin type or concern
• Link to the product page

Handling process:

• Match your needs to texture and ingredient profile.
• Share usage tips and patch-test advice.
• Suggest alternatives when relevant.

If a product question needs brand-level input, we escalate it within 1 business day.

After-Sales: Orders, Returns, and Exchanges

Questions about an existing order? Our after-sales team handles order confirmations, returns and exchanges, and refund status.

• Email: aftersales@lotionlab.shop
• First response: Within 4 business hours during the service window

Please have ready:

• Order number
• Issue type
• Photos if there is a product issue

Handling process:

• Verify the order in our system.
• Generate a return label if eligible.
• Track the refund after the item is delivered.

Refund status updates are provided within 2 business days; unresolved issues go to the store manager.

Quality Assurance: Product Issues and Authenticity

If you have a product quality concern or an authenticity question, our quality assurance team investigates thoroughly.

• Email: quality@lotionlab.shop
• First response: Within 8 business hours during the service window

To help us, include:

• Order number
• Lot code
• Photos of packaging and product

Handling process:

• Log the report in our quality system.
• Compare against batch records and supplier documentation.
• Coordinate with the brand if needed.

We provide a full written determination within 5 business days.

Legal and Privacy

For privacy requests, terms or policy questions, or legal inquiries, contact our legal and privacy team.

• Email: legal@lotionlab.shop
• First response: Within 1 business day during the service window

Please provide:

• Nature of the request
• Related account details
• Preferred contact method

Handling process:

• Verify identity when needed.
• Review the request under our policies.
• Respond with a clear outcome and next steps.

We respond within 3 business days for any privacy or legal matter.

Shipping Support

For delivery status, address changes, or shipping damage, our shipping support team follows up with carriers directly.

• Email: shipping@lotionlab.shop
• First response: Within 6 business hours during the service window

Include:

• Order number
• Carrier and tracking number
• Details of the issue

Handling process:

• Check carrier scan history.
• Submit a carrier claim if needed.
• Arrange reshipment or refund per policy.

We resolve any unresolved delivery issue within 2 business days.

Our Store and Operating Team

Lotion Lab is an independent retailer specializing in curated lotions and moisturizers from brands like PMD Beauty, Medicube, Cetaphil, and Sunday Riley. We’ve been helping customers find the right formulas since 2018, and we’re proud to offer a focused selection so you can compare products easily.

Our storefront is operated by Cascade Skin Supply LLC, an independent retail operations company that manages multi-brand skincare e-commerce stores. Cascade Skin Supply handles day-to-day operations, customer care, and vendor relationships. This includes:

• Selecting and contracting authorized brand distributors
• Managing inventory and order fulfillment quality
• Running customer service, returns, and privacy operations
• Ensuring authenticity and compliance for all listed products

If you need to reach us by mail, our address is:

Lotion Lab
1428 Maplewood Avenue
Portland, OR 97205
United States

We’re committed to clear support before and after your order—from product questions to delivery updates. However you reach out, you’ll get a real person who understands your concern and follows through until it’s resolved.