Shipping policy
We currently only ship within the United States. Rejection will follow if anyone from outside the US tries to place an order.
LEAD TIME
Our usual lead time is 2-3 working days or 3-5 days during busy season such as Mother’s day and Christmas. We will prepare your order as soon as possible then send it with your chosen shipping method. If you have an urgent order, please choose EXPRESS shipping and mention “please hurry” in the checkout notes. We’ll try our best to get your parcel in the mail as quickly as possible.
USPS
- Standard: 3-5 days
- Priority mail: 2-4 days
- Express shipping: 1-2 days
We cannot guarentee an exact time for your order to arrive. The time we display on our website is only an estimate. Please order in a timely manner in case of delays and/or complications caused by shipping or product availability. We are not responsible for delays after the parcel has been dispatched.
DAMAGED/MISSING PACKAGES
If you receive items as defective or damaged, send an email to [email protected]. We will send new products at no charge, or will issue a store credit. A photo of the broken items and/or package will be required for approval. Shipping costs are non-refundable, as we cannot take resposibility for the damage caused by the carrier (USPS, FedEx, UPS DHL, etc).
If you notice a package is missing after receiving a delivery confirmation, please contact us directly ([email protected]) and we will file a claim. We require a minimum of 2 business days to file a claim with the carrier (USPS, FedEx, UPS, DHL, etc.) before sending a replacement. We are unable to assist with missing packages outside of the 30-day return/exchange policy time frame.
If for some reason a signature is required upon delivery and there’s no one to sign, we are not responsible if the package gets sent back. Buyer will need to pay postage to have it reshipped to their address.
We are not responsible for packages that are delivered to the wrong address due to an incorrect or incomplete shipping address provided by the customer.
Return policy
Our small batch, hand poured process is very labor intensive, so we hope you love your products! However, everyone’s skin is differnt and I undertand that. If you’re having a bad reaction, or simply aren’t loving the product please don’t hesitate to reach out so I can help.
If for whatever reason you are not satisfied with your order, you have 30 days from the date of delivery to return the product back to our office to receive a refund. The money will be refunded to the card on which you made the transaction. To initiate the return, please email us directly at c.wright@crystalearthskincare with your order number. Return requests outside of the 30 day policy will not be honored. Shipping & Handling fees are not refundable.
Products must be received in our warehouse within 2 weeks of return label emailed. If we do not receive within 2 weeks, we cannot process your order for a refund.
We will not issue a refund until we have received and inspected the product. We do not accept returns on empty jars, nearly empty jars, and jars filled with other formulations. If we find the products do not meet our return policy standards, we have a right to reject the refund.
We only process returns on products purchased at www.crystalearthskincare.com. If purchased through our retailer, please contact them to receive assistance.
