Shipping

How do you ship?
We ship via USPS Priority Mail for domestic and international orders. International orders ship via Flat Rate USPS Global Priority Mail.

How much do you charge for shipping?
We've tried to make shipping cost as affordable and as simple as possible. We charge a cost-basis shipping fee as follows:

US based orders
$1 to $19.99 = $5.95 shipping fee
$20 to $34.99 = $6.95 shipping fee
$35 to $49.99 = $7.95 shipping fee
$50 to $64.99 = $8.95 shipping fee
$65 to $79.99 = $9.95 shipping fee
Over $80 = Free shipping with insurance

* Please note that insurance is strongly recommended, but optional.

Canada & Mexico based orders
Orders up to $50 = $12.95 using USPS Global Priority Mail Small Flat Rate Box or Envelope
$50.01 to $99.99 = $21.95 using USPS Gloabl Priority Mail
Over $80 = $25.95 using USPS Global Priority Mail Flat Rate Box

However, during a sale or special promotion, the value of your order to qualify for a particular shipping rate may be lowered to ensure that all products fit in the package.
PLEASE NOTE: USPS does not offer tracking for Global Priority Mail Flat Rate ENVELOPES.

All other international orders
Orders up to $50 = $12.95 using USPS Global Priority Mail Flat Rate Box or Envelope
$50.01 to $99.99 = $31.00 using USPS Global Priority Mail
Over $100 = $41.95 using USPS Global Priority Mail Flat Rate Box

However, during a sale or special promotion, the value of your order to qualify for a particular shipping rate may be lowered to ensure that all products fit in the package. PLEASE NOTE: USPS does not offer tracking for Global Priority Mail Flat Rate ENVELOPES.

*We realize that shipping internationally can be rather costly. As such, we are offering this economical shipping option for orders less than $50. If your are considering placing an order less than $50, it is highly advisable that you send us an e-mail first to make sure that the items you intend to purchase will fit in the envelope. Please note that 8 oz jars will not fit in the envelope due to their height.

The Global International Flat Rate applies to all packages weighing up to 20 lbs. This is the most economical way to ship large orders and to take full advantage of this, we suggest you consider placing a group order with your friends, family or co-workers (or anyone else who is as hopelessly addicted to bath and body stuff as you are).

Why do you not ship The Final Touch EDPs outside the U.S.?
It's a USPS shipping restriction prohibiting the shipment of alcohol based products overseas. May we suggest enjoying a fragrance in our Moisture Mist Body Spritz or Silken Touch perfume?

Do you send out a notification when my package has shipped?
Yes. One of our promises to you is to keep you apprised of your order as it goes through the fulfillment process. You will receive a Click & Ship (CnS) notification directly from USPS once a shipping label has been printed for your package.

Do you insure the packages?
Although insurance is optional, we strongly recommend that you choose to insure your package. Insurance is meant to protect you, the buyer, should your package be lost, stolen or damaged whilst in transit. This option is available at checkout. Crater Lake Company, Inc. is not responsible for lost, stolen or damaged packages.

What happens if my package is lost, stolen or damaged?
Lost or stolen packages: By placing an order, you agree that Crater Lake Company, Inc. cannot be held liable for lost or stolen packages. This is why we recommend that you purchase insurance because it gives you the added protection to seek recourse with the carrier should this happen. Although seeking recourse for lost or stolen packages is the responsibility of the recipient, please let us know and we will do our best to investigate the matter from our end. Ultimately however, you are responsible for seeking recourse should your package be lost or stolen.

Damaged package: We take great pride in the attention to detail we pay in fulfilling your order and this includes packing your products securely to make sure it arrives at your doorstep safe and sound. We cannot be held responsible for products once they leave our facility. We are not liable for damage incurred due to negligent handling of the carrier. We suggest you purchase insurance to minimize your loss should your package be damaged while in transit.

Order Fulfillment

How long before I receive my order?
On average, orders take approximately 9 to 11 business days to process. Order fulfillment times however may be longer during sales and around the holiday season. We will post our current turnaround time on our home page to give you an idea of when your goodies will arrive. Please note that this does not include holidays or weekends.

For those paying by e-checks, the clock starts ticking when your check clears. We do not start processing orders purchased by e-checks before the transfer of funds has been completed.

Okay, I've placed my order, now what?
You will receive an e-mail confirming your order with Crater Lake Company. Please read the e-mail as it states the current turnaround time. Once we've made your order, you will receive a completed notice from us. In about a day or two after receiving a completed notice, you will receive a shipping notification from USPS. All domestic shipments are trackable. For international shipments, please note that the USPS does not offer tracking for Global Priority Mail Flat Rate Envelopes. Repeat: Tracking is not available for Priority Mail Flat Rate Envelopes. Tracking is available for Global Priority Mail Flat Rate and Regular Boxes.

Placing An Order

I changed my mind about my order. What's your cancellation policy?
Orders can be cancelled up to 24 hours after the order has been placed. You will however, incur a 20% cancellation fee.

Can I add to an order I already placed?
Unfortunately not. You will have to go through the checkout process and place a separate order for the additional items you want. If you do place another order, we will try to combine your orders to save you on shipping and refund the difference to you.

What forms of payment do you accept?
We accept all major credit cards through Paypal. We found that this is the safest, economical and most convenient way to process all credit card payments. Please note that you do not need to have an account with Paypal in order to use this payment service.

Payments directly from your checking account (e-check) can also be processed through Paypal. Please note that when paying by e-check, your order is not processed until your check has cleared. The 15-business day clock starts ticking from the time your e-check clears not from the day you placed the order.

Returns/Refunds/Exchanges

What is your return and refund policy?
Our lotions, creams, scrubs, bath/shower gels and butters are sealed with a tamper-resistant liner. We will issue a refund, less 20% restocking fee, in the same form in which payment was made for unopened, unsealed and unused lotions, creams, scrubs, bath/shower gels and butters. We do not accept returns of custom blended fragrance goodies and on any of our fragrance spritzers or roll-ons, as these bottles do not have the tamper-resistant safety seal. Tarts and other candle goodies are also non-refundable.

We believe that this is a fair and equitable return policy. We ask that you kindly abide by our policy of not breaking the package seal if you want to obtain a refund. There have been instances where the liner was clearly broken and the product tested and it was still returned to us. Again, due to the nature of our products and sanitary issues, we will not be able to issue you a refund if our product has clearly been tampered or tested.

I don't like the scent I picked out for my bath/body/home goody. Can I return it?
No. Items that have been used cannot be returned to us for a refund or replacement. One of Crater Lake Company's core values is its recognition and celebration of our uniqueness. No two noses or body chemistry are alike. There are a host of factors such as one's diet and medication regimen that can affect the way a scent blooms. Because of this and for sanitary precautions, we cannot accept returns on products that have been used and where the scent did not react favourably to your particular body chemistry.

What's the process of returning a product to you?
Again, only unused products, with the seal intact will be accepted for a return or replacement. Should you decide to return a product or products to us, kindly notify us in advance so we can keep an eye out for it. Please take great care in packaging the products for shipment back to us as we cannot accept returns of damaged products caused by negligent or poor packing. We suggest you save the box and protective materials we used to ship our goodies to you. You can reuse these materials to ship the items back to us, should you decide to do so. Shipping and insurance costs are your responsibility.

Once we have received and inspected the items, we will notify you of your refund. Refunds will be issued in the same form in which payment was made.

Please e-mail Sharonn for more information regarding returns.

Yeah, uh – hi…Who the hell is Oli?
Oli is our President and CEO (Chief ExecuCat Officer). Although I am the founder of Crater Lake Company, Oli has appointed himself the Head Honcho around here. I was forced to relinquish the CEO title as a result of a hostile takeover Oli orchestrated while I was napping one day.

Seriously though, he might as well be the boss since he likes to lord over us from his ottoman throne while we make, label and pack orders! He's a great little guy who brings joy to our lives.

Oli's main duty at CLC is to come up with sales, special promotions and contests. His compensation package consists of cat treats and belly rubs. Oli has tested positive for cat nip, but since he's the boss, we really don't have much of a say about his "habit!"

Scents

Everyone raved about this scent (in a tart/candle/bath goody), but I'm not particularly thrilled with it. Why is that?
Ahhhh yes…welcome to the mystery of scents and the unique way our nose and body interprets a scent! Many factors can affect the way one perceives a scent and the way a scent unfolds when in contact with your skin.

Our sense of smell defines who we are and serve as footprints that lead us back to our past. A particular scent can rekindle memories, whether pleasant or unpleasant. For example, everyone I know raves about the scent Citrus Mint we offer in our candle tarts, but I for one am not too keen on it. Not because it smells awful (it's actually one of our best-selling scents), but because it reminds me of a time when I was sick with a stomach bug and this was the scent I had in my melter! We're sorry you weren't too crazy about a scent. We have over 400 scents available so we're sure you'll find one that speaks to you!

As for our bath and body goodies, again, a lot of different factors can affect scent interpretation. Your diet, skin type and ph balance are only a few factors that can affect the way your body processes the notes in a scent. Environmental factors can also affect the staying power of a fragrance. As a result of these factors, a particular scent may have a different dry down or finish on you as it will on someone else's. Again, we're confident that you'll find just the right scent or blend from our extensive and ever-expanding menu of available scents.

Can I blend fragrances together?
Yes we absolutely encourage it! Whether you're new to the art of fragrance mixology or an experienced nose, we invite you to celebrate your uniqueness by creating a blend of up to three fragrances. From the drop down menu, choose Custom Fragrance, and type down your (maximum of three) fragrance choices. If you need help coming up with your own unique fragrance blend, please feel free to email Sharonn.

Can certain scents cause an adverse reaction on my skin?
Yes. If you have sensitive skin, kindly refrain from ordering any spiced based scents that have cinnamon, clove or ginger. In addition, some citrus scents may also cause skin irritation. Scents that have the potential to cause such irritations will be indicated with an asterisk in our scent description page. Please conduct a patch test by applying the product to the inner portion of your forearm (by the elbow) and wait 24 hours for a reaction to occur.

Products

My body creme/lotion/butter/Bath Cloud has turned a slight pink/beige/brown/purple color. What's going on?
This is a process known as "beiging" where some vanilla-based fragrance oils may cause a product to turn colors. Please note that this is a naturally occuring process and does not compromise the quality of the product. We have chosen not to add a vanilla stabilizer in our products as we feel that this is an unnecessary additive.

 

Last Updated: 11/24/09