Order Processing Timeline
Please allow up to 7 business days for order processing. Several items are made and/or packaged fresh, immediately before shipping. Customized items may require up to 10 business days.
Local Pick Up
We’re happy to offer contactless pick up at our facility in Naples, New York. Select NO SHIPPING: Pick up in Naples, NY as the shipping method and you’ll receive an email with the address when your order is ready. Please note that this option requires the opening and closing of a small overhead garage door. Please let us know ahead of time if you will need assistance and we’ll work with you to ensure accessibility.
Shipping within the USA
Most parcels are sent via USPS First Class or USPS Priority depending on order weight and selected shipping service. All domestic shipping includes Delivery Confirmation. Orders delivered or shipped within New York State are subject to sales tax.
| Order Total | Standard Flat Rate Shipping | Priority Upgrade with Insurance |
|---|---|---|
| up to $74.99 | $7.95 | $10.95 |
| $75 and up | Free! | $10.95 |
Shipping outside the USA
Please select the correct shipping method during checkout to see calculated shipping cost. Please note that International First Class Mail can take 3-8 weeks to be delivered, depending on the delivery destination. Unfortunately, On Hand Lotions does not have any control over a parcel that is held by Customs. International packages won’t be considered lost until eight weeks after the shipping date and confirmation from the shipping service that the package is lost. If you still have not received your package after eight weeks and the shipping service states that the package is lost, we will issue a refund for your purchase less the shipping costs.
Please be aware of your country’s import laws, taxes, duties and/or fees. On Hand Lotions cannot be held liable for import expenses. VAT/GST/import fees and/or taxes are *not* included in the purchase price. The only tax we are authorized to collect is sales tax on orders within New York State.
Shipping Materials
We use ecofriendly, compostable shipping materials whenever possible including EcoEnclose cushioned mailers made from 100% recycled paper (20% post-consumer content); unbleached paper-and-glue tape; recycled paper boxes, tissue and kraft paper; shredded recycled kraft paper and biodegradable cornstarch packing peanuts that dissolve in water.
When additional protection is required, we (rarely) use second- or third-life bubble wrap and air pillows that we, our friends and family have received in shipments from other companies.
Payment
On Hand Lotions accepts all major credit cards, debit cards and Paypal.
Packages will be sent out once payment has cleared and a tracking number sent to you via email.
In the event of non-payment of a retail invoice, we will first send a friendly reminder. If there is neither response nor payment within one week we may cancel the sale.
Returns & Exchanges
Given the personal nature of our products, we must restrict returns and exchanges as we cannot resell items that have left our possession. Please note that we do not issue refunds or exchanges due to scent, taste, texture, or aesthetic preferences. Custom orders are not eligible for refund or exchange.
If you receive damaged items or the wrong items:
- WRITE: Please contact us within 48 hours of receipt of your order so we can correct the issue for you. You must contact us before returning items.
- SHIP: If we determine that a refund or exchange is appropriate, a Return Authorization Code will be issued by On Hand Lotions to be included in your order. If your return or exchange is due to our error and you have received the incorrect item, we will also issue a shipping label for its return. It is your responsibility to return the merchandise in question in the same manner it was shipped to you. For example, if On Hand Lotions ships a package to you in a padded mailing envelope via insured First Class Mail with delivery confirmation, you must use the same shipping class/means of confirmation/insurance when returning items.
- Your item(s) must be received by On Hand Lotions within fourteen calendar days of delivery to you. We will assess the product and either send a replacement or issue a refund.