Lotion Lab is an independent, specialty retailer based in Portland, Oregon. Our team has years of experience in specialty retail, and we launched this store in 2018 with a mission: to offer a focused, curated selection of lotions and moisturizers from trusted brands like PMD Beauty, Medicube, Cetaphil, and Sunday Riley. We are not a brand's official store, but we work directly with authorized distributors to bring you authentic products with expert guidance.

We specialize in a curated range of skincare, so we know the products we sell inside and out. Our buyers evaluate every item against a 12-point checklist—ingredient transparency, packaging durability, brand compliance, user reviews, value per ounce, and more—before it earns a place on our virtual shelves. We keep our catalog focused to give you easier comparisons and more informed choices.

We start by identifying proven formulas and emerging favorites across our partner brands. Then our buying team assesses texture, ingredient profile, skin compatibility, and real user feedback. Only products that pass our rigorous checks are added, so you can shop with confidence.

Our savings come from our operating model, not from cutting corners. We buy in large volumes directly from authorized brand partners or their appointed distributors, which earns us wholesale tier pricing. We run a low-overhead e-commerce operation—no physical store, lean team, automated order processing—and we keep inventory moving with fast replenishment. These efficiencies allow us to offer competitive everyday prices while still covering authenticity, shipping, and support costs.

Brand partners set minimum advertised price (MAP) rules, and they periodically fund promotions for certain collections. That's why you might see deeper discounts on some items than others. Our coupon code LOTION15 gives 15% off eligible items, and we regularly pass along additional brand-funded promotions to you.

We guarantee every product we sell is 100% authentic and sourced through authorized channels. We purchase only from authorized distributors and direct wholesale programs, and each purchase order references our reseller agreement. Our quality team inspects incoming cases for seal integrity, lot codes, and expiration dates, and we log every lot number for traceability back to the distributor.

When you receive your order, check that the box seal is intact and that the lot code on the tube or bottle matches the one printed on the outer packaging. If anything looks tampered or inconsistent, stop using the product and contact us immediately at quality@lotionlab.shop.

Contact us with your order number, product photos (front and back), and a photo of the lot code area. Our quality assurance team will investigate with the brand's local representative. If a product is proven counterfeit, we issue a full refund and cover return shipping—and if our investigation is inconclusive, we'll still offer a return and refund because your trust matters more than the cost of the item.

We accept all major credit and debit cards, and checkout is processed securely. We also offer the coupon code LOTION15 for 15% off eligible items—just apply it at checkout.

Enter LOTION15 at checkout to receive 15% off eligible items. Coupon eligibility follows checkout rules, and the discount is applied automatically once you apply the code.

If you need to make a change or cancel, contact us as soon as possible at aftersales@lotionlab.shop. We process orders quickly, so we'll do our best to accommodate requests before shipment.

Standard shipping is $8.00, and we offer free shipping on orders over $45.00. All orders are shipped from our warehouse in Portland, OR, and you'll receive a tracking number as soon as your order is on its way.

Once your order ships, we'll send you a confirmation email with a tracking number. You can use that number to monitor your delivery status. If you have any questions, our shipping support team at shipping@lotionlab.shop is happy to help.

Currently, we only ship within the United States. We appreciate your understanding and hope to expand internationally in the future.

We accept returns within 30 days of delivery. If you're not satisfied, simply contact us for a return label. Refunds are processed after the returned item is received and inspected.

Email aftersales@lotionlab.shop with your order number and the reason for your return. We'll verify your order, generate a return label, and guide you through the process. Your refund will be issued after the item is delivered back to us.

We're sorry for the inconvenience. Contact us within 30 days with photos of the damage or defect, and we'll arrange a replacement or refund promptly.

Our primary support email is support@lotionlab.shop. We also have specialized teams for pre-sales, after-sales, quality assurance, and shipping—so you can reach the right person directly:

• Product questions: presales@lotionlab.shop
• Order and return questions: aftersales@lotionlab.shop
• Quality or authenticity concerns: quality@lotionlab.shop
• Shipping and delivery issues: shipping@lotionlab.shop

Our team is available Monday through Friday, 9:00 am to 6:00 pm Pacific Time. We typically respond within 4 business hours during that window. Messages received outside these hours are answered the next business day.

To help us resolve your issue quickly, please include your order number, the name and email used on the order, and a brief description of your question. For product issues, photos are often helpful.