Privacy Policy

Last updated: August 26, 2026

1. Introduction

Welcome to Lotion Lab ("we," "our," or "us"). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website at lotionlab.shop or make a purchase from us. Please read this policy carefully to understand our views and practices regarding your personal data and how we will treat it.

Lotion Lab is an independent specialist retailer offering a curated selection of lotions and moisturizers from brands including PMD Beauty, Medicube, Cetaphil, and Sunday Riley. We are operated by Cascade Skin Supply LLC, an independent retail operations company that manages multi-brand skincare e-commerce storefronts. Cascade Skin Supply LLC is responsible for day-to-day operations, customer care, vendor relationships, and privacy operations for Lotion Lab.

2. Information We Collect

We collect several types of information from and about users of our website, including:

2.1 Information You Provide to Us

When you interact with our store, you may provide us with:

• Order Information: When you place an order, we collect your name, billing address, shipping address, email address, phone number, and payment information (processed securely by our payment providers).
• Account Information: If you create an account with us, we collect your username, email address, and password (stored in encrypted form).
• Customer Support Communications: When you contact our support team at support@lotionlab.shop, we collect your name, email address, order number (if applicable), and the contents of your communication.
• Coupon Usage: When you apply a promotional code such as LOTION15 at checkout, we record the code used and the associated discount applied.

2.2 Information We Collect Automatically

When you visit our website, we automatically collect certain information about your device and browsing activity, including:

• Device Information: IP address, web browser type and version, operating system, and device identifiers.
• Usage Data: Pages you visit, time spent on pages, referring URLs, and clickstream data.
• Cookies and Similar Technologies: As described in Section 6 below.

2.3 Transaction and Support Records

We maintain records of all purchases, returns, exchanges, and customer service interactions related to your account or orders. This includes order history, return requests (accepted within 30 days of delivery), warranty inquiries, and any correspondence with our support team.

3. How We Use Your Information

We use the information we collect for the following purposes:

• Processing Orders: To process and fulfill your orders, including managing payments through credit cards or PayPal, arranging shipping (standard $8.00, free on orders over $45.00), and providing delivery updates.
• Customer Support: To respond to your questions, resolve issues, and provide the clear support we promise before and after your order. Our support team follows a structured process: we read the full thread before replying, either resolve directly or route to the appropriate specialist with context, and follow up by email until the issue is closed.
• Coupon and Promotional Management: To validate and apply promotional codes such as LOTION15 at checkout, in accordance with applicable terms.
• Returns and Warranty Processing: To handle returns within our 30-day window and to manage warranty matters according to product information and support guidance.
• Improving Our Services: To analyze usage trends and improve our website, product selection, and customer experience.
• Legal Compliance: To comply with applicable laws, regulations, and legal processes, and to enforce our terms and policies.

4. Sharing of Your Information

We do not sell, trade, or rent your personal information to third parties for marketing purposes. We may share your information in the following circumstances:

4.1 Service Providers

We engage trusted third-party service providers who assist us in operating our business, including:

• Payment Processors: To securely process credit card and PayPal transactions.
• Shipping Carriers: To deliver your orders to the shipping address you provide.
• IT and Hosting Providers: To host our website and manage our data infrastructure.
• Analytics Providers: To help us understand website usage and improve our services.

These service providers have access to personal information only to perform specific tasks on our behalf and are contractually obligated to protect your data.

4.2 Business Transfers

In the event of a merger, acquisition, reorganization, or sale of assets, your personal information may be transferred as part of that transaction, subject to this Privacy Policy.

4.3 Legal Requirements

We may disclose your information if required by law, regulation, legal process, or governmental request, or when we believe such disclosure is necessary to protect our rights, your safety, or the safety of others.

5. Payment Processing

We accept credit cards and PayPal for purchases. Payment transactions are processed by third-party payment processors who use industry-standard encryption and security measures. We do not store your full credit card numbers on our servers. When you pay via PayPal, you are subject to PayPal's privacy policy and terms of service in addition to our own.

6. Cookies and Similar Technologies

Our website uses cookies and similar technologies, such as pixels and web beacons, to enhance your browsing experience, store your preferences, and understand how visitors use our site. Specifically, we use:

• Essential Cookies: Required for the website to function properly, including maintaining your shopping cart and remembering items you've added.
• Functional Cookies: To remember your preferences, such as currency and login information.
• Analytics Cookies: To help us understand visitor behavior and improve our website's performance and content.

You can control cookies through your browser settings. Please note that disabling certain cookies may affect your ability to shop on our site or use certain features. We currently support the following cookie consent preferences: you may accept all cookies, reject non-essential cookies, or customize your cookie preferences via our cookie banner.

7. Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:

• SSL/TLS encryption for data transmitted between your browser and our servers.
• Encrypted storage of sensitive data, including passwords and payment credentials.
• Regular security audits and monitoring of our systems.
• Restricted access to personal data to authorized personnel only, on a need-to-know basis.

While we strive to protect your personal information, no method of transmission over the Internet or electronic storage is 100% secure. We cannot guarantee absolute security, and we encourage you to take steps to protect your own information, such as using strong, unique passwords.

8. Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. Specifically:

• Order Records: Retained for at least the duration of our 30-day return window and any applicable warranty period, plus a reasonable period for accounting and tax purposes (typically 7 years).
• Customer Support Communications: Retained for as long as needed to resolve your inquiry and for a reasonable period thereafter for quality improvement purposes.
• Account Information: Retained until you request deletion of your account, subject to legal obligations that may require continued retention.
• Marketing and Analytics Data: Retained in aggregate or de-identified form where possible, or for shorter periods consistent with analytics industry standards.

9. Your Choices and Privacy Rights

You have the following rights regarding your personal information:

• Access: You may request a copy of the personal information we hold about you.
• Correction: You may ask us to correct inaccurate or incomplete information.
• Deletion: You may request that we delete your personal information, subject to certain legal exceptions.
• Restriction: You may ask us to restrict processing of your data in certain circumstances.
• Portability: You may request your data in a structured, machine-readable format where technically feasible.
• Objection: You may object to certain processing activities, such as direct marketing.
• Withdraw Consent: Where processing is based on consent, you may withdraw your consent at any time.

To exercise any of these rights, please contact our legal and privacy team using the details in Section 13 below. We will respond to your request within 3 business days with a clear outcome and next steps. We may need to verify your identity before processing certain requests.

10. Minors' Privacy

Our website is intended for use by adults aged 18 years and older. We do not knowingly collect personal information from children under the age of 13. If you are a parent or guardian and believe your child has provided us with personal information, please contact us at legal@lotionlab.shop. If we become aware that we have collected personal information from a child under 13, we will take steps to delete that information promptly.

11. Third-Party Links

Our website may contain links to third-party websites, including brand sites for PMD Beauty, Medicube, Cetaphil, and Sunday Riley, or other external resources (such as payment processors or social media platforms). This Privacy Policy applies only to Lotion Lab's website. We are not responsible for the privacy practices of third-party sites, and we encourage you to review their privacy policies before providing any information to them. Please note that our storefront operates solely at lotionlab.shop, and we are not affiliated with the official domains of these brands.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will update the "Last updated" date at the top of this policy and may provide additional notice, such as a prominent notification on our website or an email to you. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us using the following channels:

General Support

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

Messages received outside these hours are answered the next business day; order and account issues are routed to the right specialist automatically.

Legal and Privacy Team

• Email: legal@lotionlab.shop
• Nature of inquiries handled: Privacy requests, terms or policy questions, and legal inquiries
• First Response Time: Within 1 business day during the service window
• Resolution Target: Within 3 business days for any privacy or legal matter

When contacting us, please include the following information to help us process your request efficiently:

• For general support: Order number, name and email on the order, and a brief description of the question.
• For legal/privacy matters: The nature of the request, related account details, and your preferred contact method.

Our Operating Company

Lotion Lab is operated by:

Cascade Skin Supply LLC
1428 Maplewood Avenue
Portland, OR 97205
United States

14. Additional Information for Specific Jurisdictions

United States (California)

If you are a resident of California, you have specific rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA), including the right to request disclosure of personal information we have collected, the right to request deletion, and the right to opt out of the sale or sharing of personal information. We do not sell personal information as defined by California law. To exercise your rights, please contact us at legal@lotionlab.shop.

European Economic Area (EEA) and United Kingdom

If you are located in the EEA or the UK, you have specific rights under the General Data Protection Regulation (GDPR) and the UK GDPR, including the rights listed in Section 9 above. You also have the right to lodge a complaint with your local data protection authority if you believe we have not handled your data lawfully. Our legal basis for processing personal data is generally our legitimate interest in operating our e-commerce store, fulfilling our contract with you, or compliance with legal obligations.

This Privacy Policy is specific to lotionlab.shop and applies only to data collected through this website. We are committed to protecting your privacy and being transparent about how we handle your information. If you have any concerns that you feel are not addressed in this policy, please do not hesitate to contact us at legal@lotionlab.shop.