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FAQ/SHIPPING/RETURNS – All Things O'Natural

FAQ/SHIPPING/RETURNS

FAQ 

Shipping & Returns

How long will it take to receive my order?

  •      

    Currently our processing time is 3 - 5 business days (excluding weekends and holidays) after your order is received. Once an order is shipped, each customer will receive an email notification containing their tracking number to track their package. All orders are mailed via US Postal Service. Orders placed on Saturday, Sunday or on national holidays will be processed the following business day. 

My address information was incorrect, what do I do to ensure I will receive my package?

  •      We encourage each customer to thoroughly check their order to ensure that email and shipping addresses are correct. We copy shipping and email addresses exactly as they appear on each order. Should we receive incorrect shipping information and we have shipped your package, customers must wait until the package is returned to us. We will (at the customer's expense) reship the package to an updated shipping address

My tracking number says 'Delivered' however, I did not receive my package, what should I do?

  •       Once an order is processed and shipped, we are not responsible for packages that are marked as 'delivered'. Please visit your local postal branch immediately and inquire about your missing package. Many times, packages were delivered to the wrong house or miscanned and packages are found, so it is very important to visit your local post office immediately. Please feel free to locate your local post office using this USPS link            

My package was stolen upon delivery, what should I do?

  • With each order, we send email confirmations containing tracking numbers so that each customer is aware that their order is on the way. Once an order is delivered, an email is sent to the customer to notify them that their package has been delivered. We are not responsible for stolen packages, but please contact your local post office to file a claim for the missing package as our Priority Mail packages do include insurance up to $50

Do you ship Internationally?

 Yes, we do ship worldwide via USPS Mail with exceptions. Shipping to the UK has been halted due to Brexit and the VAT system which causes the customer as well as us additional fees to ship packages to the UK.

International orders for non priority packages will arrive between 14-21 business days. This may take longer if package is held in customs. International orders shipped Priority Mail will arrive between 10-14 business days. All custom fees are at the expense of each customer. Customers are notified of custom charges by their local postal service and should a package be returned for failure of custom charges paid, the customer must pay the shipping fee to have the package reshipped which we will send via PayPal invoice. Should the customer wish to have a refund, we will refund all monies excluding shipping. 

My butter melted during shipment, what should I do?

  •       During warmer/hotter months, we encourage someone to be home to receive packages. Our products are temperature sensitive, namely our Deep Conditioner and Hair + Body Butter. Should your butter melt during transit or if the butter has melted due to sitting in mailboxes or on porches, please immediately place your melted butter in the refrigerator. Though the butter will lose it's fluffy consistency (similar to melted whipped cream) it is still very much usable and can be enjoyed as a hair and skin balm.

Can I return or exchange a product?

  •       Due to the handcrafted nature of our products, we do not accept returns. Once a package is shipped, refunds are not accepted. 

I received an incorrect or damaged item, what should I do?

  •       Please contact us right away via email with a photo of the damage or incorrect item sent (as a protection for us against fraud), so that we may file a claim for the damaged item and ship you a replacement for the damaged item or send the correct item on the next business day. If a product is received in any adverse manner, please email us no later than 7 business days upon receipt with a photo so that we can resolve the matter as quickly as possible. 

Products

Where are your ingredients sourced?

  • We source our ingredients from some of the finest, fair trade producers who have operated for many years. Most of our resources have Certified Organic, Fair Trade and Oregon Tilth Certifications.

Are all of your ingredients organic?

  •  We use ingredients that are 90% organic. Any ingredient with an asterisk (*) by it is a certified organic ingredient. 

Do you add colorants to your products?
  •  We do not add colorants to our products. We allow the natural color of each ingredient to influence the color of our products.

How do I use your products?

  •  Each product has a plethora of information listed on the page, from ingredient to 'how to'. We also have tons of helpful information via our blog posts. Simply type in a topic in the 'search' option and a blog post will appear for your reading pleasure.

Where can I purchase your products locally?

  •  Please visit our Store Locator  for a retailer near you. If there is no retailer in your area, please feel free to order 24/7 online from our store or our retailers.

 

 

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