Returns Policy & Shipping Info

UPS DOMESTIC DELIVERY SCHEDULE

West Coast UPS Map

                                                                               
Service Shipping Time Guaranteed?
Overnight 1 Business Day Yes *
2-Day 2 Business Days Yes *
3-Day 3 Business Days Yes *
Ground 3 to 6 Business Days No
Total Delivery Time = Processing Time + Shipping Time
*Guaranteed only for orders placed by 10:00 AM Pacific Standard Time (PST). UPS does not count the day the package is shipped out or weekends as a shipping day. UPS shipping times are provided for your information only and are subject to change by UPS without notice on this website.
NOTE: Orders are shipped Monday - Friday. Orders placed on Holiday Schedule Closing will be fulfilled the following business day.
If you are in a hurry for an order, be sure to order early before you run out of stock.  Our normal lead time for shipping orders is 14 business days from the time we process payment, however depending on out of stock items, your order may take longer. For items Customer Bulk Size Drum/Tote Orders can take 20 to 30 business days to ship and are made per order.

UPS INTERNATIONAL DELIVERY SCHEDULE

                                                                               
UPS WORLDWIDE SERVICE EXPRESS SAVER EXPEDITED
Canada Overnight 2 Business Days
Europe 2 Business Days 3 to 4 Business Days
Latin America 1 to 2 Business Days 2 to 5 Business Days
Asian Pacific 2 to 3 Business Days 4 to 5 Business Days
International customers are responsible for any and all taxes, duties and product regulations upon delivery.
U.S. Ground Map Results - Business days in transit from: PORTLAND, OR 97210
NOTE: Products are sold FOB Portland, OR 97210.

Domestic & International Shipping Options

We use UPS (certain restrictions apply) for continental domestic, and International shipments, including Canada, Europe, Latin America, Asia and the US Virgin Islands. They will not deliver to a P.O. box. However, for non-contiguous states and some international locations, including Alaska, Hawaii and Puerto Rico, USPS is often the more cost effective choice, depending on weight of package. Our online shopping cart automatically calculates package weight and estimates shipping costs based on the items you select; however it is unable to link to USPS to give you those estimates. As stated, our online shopping cart estimates which might end up being more or less than what your shipping cost will end up being. If it is more, we will refund you, if it is less we will call you for additional payment before shipping. If you find UPS to be too pricey, and wish to try USPS please chose LTL/FREIGHT as your shipping option and put in customer notes that you would like a USPS quote. For orders weighing more than 250 pounds, we may ship by a freight carrier. We will call or email you to notify you of the cost prior to shipping your order. Canadian Customers must fill out this PDF Form for each product ordered (not samples) and email to: customerservice@ewlnatural.com or fax it to us at 503-296-5631 to be completed and sent to Health Canada before we can ship your order. EWL can complete the form on your behalf for a $40.00 surcharge.  The form is required by Canadian Customs and Health Canada. It is your responsibility to request submission of any international documentation. Please note that as you fill out the form, you must fill out each form completely, listing each ingredient as it appears on our website by their INCI names. (We will fill in the concentrations.) The NAFTA Form is also available for those of you who want to curb your importation taxes with your brokers simply fill out the form and send it to your broker.

Incorrect Address / Non Deliverable / Refused Shipments / Address Changes

All returns or errors made on orders will be addressed promptly. If Essential Wholesale & Labs has made a shipping error, we will reship promptly using the method you originally chose. If you made an address error, you are responsible for the additional shipping or address correction fee charged by UPS. If you refuse your shipment and the order is returned to us, it is considered a non-authorized return and will incur a 25% restocking fee, plus all shipping and handling charges. Note:  All custom orders are not returnable.

Credit Cards

We accept Visa, MasterCard, Discover, Debit Cards and PayPal. Please note that our online system will automatically authorize your credit card.   Once your order is processed, it cannot be altered in any way. If you forgot something, you will need to place another order for the missing items. This automatic authorization gives you the most protection against fraud by allowing only you to determine the charge to your credit card. We will not be able to alter the charged amounts once the order is processed.

Checks, Money Orders & Certified Checks

Personal & Business Checks may be held for up to 14 business days to permit bank notification.

Please write checks to: Essential Wholesale & Labs.

Mail to: 2211 NW Nicolai, Portland, OR  97210.

Payment by check must include a copy of your order.  Please write the order number on the check. We do not accept checks drawn on international accounts. Consider a Money Order as an alternative. US Money Order & Bank Certified Check-paid orders are processed upon receipt. All funds must be in US Dollars. If your total check amount is less than the cost of the order, we will contact you and please note this will slow down your order processing. If your total check is more than the cost of the order, we will add a credit to your online account for the difference and will not issue a refund.

COD

We do not accept cash-on-delivery (COD) payments.

Stock Product Returns

Essential Wholesale & Labs offers the finest quality products available. Please order a sample before purchasing as we do not accept returns on opened products for any reason.

Note: During seasonal temperature changes natural products can become thinner or thicker.

We cannot replace your base if it is not the viscosity that you expected. While samples can give you a general idea of what a larger size will be like, sometimes there can be slight differences. Other issues that do not warrant a return are color or scent variations. Natural ingredients do vary from lot to lot and thus a finished product can have slight variations. All of our products and ingredients are carefully chosen for quality and are produced under cGMP Standards. Unmodified products are guaranteed for up to 12 months from day of purchase (excluding clearance items). However, once a product is modified by a customer Essential Wholesale & Labs can no longer offer a shelf life guarantee. Essential Wholesale & Labs sells wholesale only and all sales are final. We also recommend that during the summer months you use expedited or temperature controlled trucking, as natural products can be affected by temperatures over 85 degrees.

If there is a problem with your order, please observe our return policies:

Returns for all items must occur within 10 days of your receipt of the shipment. If you change your mind about the products you ordered they must be unused and in their original sealed condition. These returns are subject to a 25% restocking fee. We are not responsible for shipping delays and cannot credit for shipping expenses unless we are at fault. In the event of a return for which a credit is due to you, a credit will be applied to either your Online Account or your credit card, for all returns minus the restocking fee. If you would like a freight quote, please contact our customer service representatives to request one prior to placing your order. You can estimate your shipping by going to www.ups.com. The FOB zip code is 97210.
If you placed an order for 55 gallons or more, after the order has been accepted and paid for, it cannot be cancelled for any reason. We consider orders of this size to be custom orders.

To return your order, please follow these steps:

     
  1. Place the original invoice (or a copy) and a note with the reason for the return inside the shipping box.
  2.  
  3. Write the invoice number on your shipping box (print clearly).
  4.  
  5. Ship the box to the following address: Essential Wholesale & Labs, Returns Department, 2211 NW Nicolai Street, Portland, OR 97210

Custom Product Returns (There are none)

Returns are not accepted for any reason once the custom product formula has been processed. Due to the nature of natural ingredients, there can be slight variations in color, viscosity and scent of all bases from batch-to-batch. These changes are NOT grounds for a return. Essential Wholesale & Labs sells wholesale only and all sales are final. Due to the nature of our products, we are unable to accept returns. Defects or damage during shipping can be a basis for a refund only after a claim has been issued by the freight carrier.
If we determine there is an error in manufacturing or shipping on our part we will reproduce your product and ship it to you via the originally requested method of transport at our expense. Note: Cancellations, if allowed can only be done if we have not already started making your product or have not pre-ordered any required ingredients. Once production has begun, we cannot cancel, credit or refund.

Credit Terms

Terms are available with an approved credit check. You must have the proper documentation and fill out our Credit Application. A personal guarantee is required. Any unpaid balances accrue monthly interest as outlined in your credit acceptance letter. We do not send out statements or invoices as reminders.

NSF Checks

NSF Checks will incur a $35 fee for the first returned item and $50 fee for each time the bank rejects the deposit after that plus any bank fees. Essential Wholesale & Labs reserves the right to require payment by money order, cashier’s check, or credit card from customers who have paid by NSF check previously.

Collections

Collection Charge will include a minimum of a $250 processing fee and credit accounts may be submitted to a collection agency after 90 days. Prior to submission to a collection agency, you may contact us to make arrangements for payment of any outstanding balances.

Damaged, Missing or Lost In Transit Items

While we pack your orders with extreme care, the shipping carrier can sometimes still damage orders. In the event of damage in transit please inspect all packages at the time of acceptance and carefully verify the extent of damage in the presence of the driver, if possible, keeping all packing materials and boxes intact, then notify Essential Wholesale & Labs after you have called the shipping carrier at (1-800-PICK UPS) to start a claim or call us and we can help you get your claim started. PLEASE TAKE PHOTOS OF ALL DAMAGE AND EMAIL THEM TO:  customerservice@ewlnatural.com

     
  1. If the driver is already gone, then you will need to contact the shipping carrier to inspect the damage or loss to start the claim before a replacement can be sent. New items will be shipped as soon as damaged or missing items have been returned to or verified by Essential Wholesale & Labs or a claim number has been issues to us by the carrier.
  2.  
  3. You must retain the original packing materials until any claim is resolved. If you discard the damaged goods, there may be no refund or credit by the carrier due the fact that the claim will not be able to be verified.
  4.  
  5. This process should only take a couple days before new items can be shipped unless the order is lost in transit. Lost items must be traced by the carrier and can take up to 20 days for resolution. We will help to get you your product again, but we must have resolution of status before we can reship.

Back Orders & Out of Stock Items

If we are out of a product, please check your Packing Slip, and it will be shipped at a later date or you can ask us to cancel the remainder of your order.  We will not contact you if something is out of stock, the first notice you will get will be on your Packing Slip. Thank you for your understanding.

Samples

Samples are available from $.35 to $20 each by phone order or online plus shipping. Cost prevents us from shipping free items as we get thousands of requests per year.

We recommend that you order samples before ordering any base or item you are unfamiliar with from us.

NOTE: The terms of this web page apply to all orders placed by phone, fax, email or online, unless otherwise specified in writing. Please note that while our online system automatically sends an order confirmation, not all internet providers will accept these automatic confirmations as real mail and may cause them to bounce. As a result, you may not get a confirmation of your order, but you are still obligated by all of the terms and policies when ordering.

All prices are subject to change without notice.

v103114