Shipping Policy

Shipping Policy

Shipping Policy

Last updated: August 26, 2026

Thank you for shopping with Lotion Lab. We're committed to getting your curated skincare order to you quickly and safely. This policy explains our shipping rates, delivery timelines, and what to do if anything goes wrong with your delivery.

Shipping Charges & Delivery Timelines

We offer the following shipping options for all orders placed through lotionlab.shop:

• Standard Shipping: A flat rate of $8.00 per order.
• Free Standard Shipping: Automatically applied to all orders over $45.00 (before taxes and after any discounts).

We process and ship orders from our facility in Portland, Oregon. Orders are typically processed within 1–2 business days after you receive your order confirmation. Once your order ships, you'll receive a shipping confirmation email with a tracking number. Standard delivery usually takes 3–7 business days depending on your location within the United States.

Order Processing & Confirmation

Please take a moment to review your order confirmation email carefully. It contains your order number, the items purchased, and the shipping address we have on file. If you notice any errors, contact us right away—we can only make changes before your order enters the fulfillment queue.

For the fastest resolution, please have the following information ready when you reach out:

• Your order number
• The name and email address on the order
• A brief description of the issue or your question

Address Accuracy

Please double-check that your shipping address is correct before placing your order. We ship to the exact address you provide. If your package is returned to us due to an incorrect or incomplete address, we will contact you to arrange reshipment. Additional shipping fees may apply for reshipment to a corrected address.

Tracking Your Order

Once your order ships, a tracking number will be emailed to you. You can use this tracking number on the carrier's website to monitor your package's progress. If you have trouble locating your tracking email, check your spam or junk folder, or contact our dedicated shipping support team.

Split Shipments

If your order contains items that are ready to ship at different times (for example, due to product availability), we may ship them separately so you receive your items as quickly as possible. Each box will have its own tracking number, and you will not incur additional shipping charges for split shipments.

Carrier Events & Delays

Occasionally, carriers experience delivery delays due to weather, high package volumes, or other unforeseen circumstances. Once your package is in the carrier's hands, delivery timelines are subject to their service commitments. We recommend checking the tracking information for the most up-to-date status.

Failed Delivery

If a delivery attempt is unsuccessful and the package is returned to us as "undeliverable," we will contact you to confirm your shipping details before reshipping. In some cases, a reshipping fee may apply. If the package is returned and we don't hear back within 2 weeks, the order may be canceled and refunded minus any applicable shipping costs.

Missing or Damaged Packages

Our team is here to help if your package goes missing or arrives damaged. We take responsibility for getting your order to you in perfect condition.

For missing packages: If your tracking number shows "delivered" but you haven't received your order, please wait one additional business day (in case a neighbor or building manager received it) before contacting us.

For damaged packages: If your items arrive damaged, please keep the original packaging and contact us within 30 days of delivery. We may ask for photos of the damage to assist with a carrier claim.

Our Handling Process for Delivery Issues

When you report a missing or damaged package, our shipping support team will:

• Check the carrier scan history for your package.
• Submit a carrier claim on your behalf if needed.
• Arrange a reshipment or refund in accordance with this policy.

Delivery status inquiries, address change requests, and shipping damage or lost package issues are handled by a dedicated team. The escallation target is to resolve any unresolved delivery issue within 2 business days of your report.

Contacting Shipping Support

For questions about your delivery status, to report a missing or damaged package, or to request an address change, please email us. You can also reach our primary customer support team for general order questions, coupon issues, or return requests.

• Primary Support (General & Order Questions): support@lotionlab.shop — Available Monday through Friday, 9:00 am to 6:00 pm Pacific Time. Our team typically responds within 4 business hours during the service window. Messages received outside these hours are answered the next business day.
• Dedicated Shipping Support: shipping@lotionlab.shop — For delivery status, address changes, and damage or lost package issues. This team's first response is within 6 business hours during the service window.

When you email us, please include your order number, the carrier and tracking number (if available), and details of the issue. Our team reads the full thread before replying, and either resolves your issue directly or routes it to the appropriate specialist with full context. We follow up by email until the issue is closed.

For most questions, you can expect a resolution within 1 business day. More complex issues are escalated to a specialist within 24 hours.

Business Hours & Response Times

Our customer service window is:

• Monday through Friday, 9:00 am to 6:00 pm Pacific Time

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

We want your Lotion Lab experience to be flawless from click to unbox. If you have any questions about this policy or your order, don't hesitate to reach out—we're here to help.