FAQs

When will my order ship?

Thank you for ordering :) We are a small team of 3 and we try our best to ship within 2-4 business days of receiving your order. However, our products are made in small-sized kettles that can sell out very fast. If we are making a new kettle for your order, please allow an additional 4-6 days for us to pack your order. Please contact us with any questions you may have at orders@thelotioncompany.com and we will be happy to assist you. We appreciate you shopping with us!

When will I receive an order confirmation email?

You should receive an email to the email you used when you placed your order within an hour of placing your order. PLEASE check your junk/spam folders if you cannot find this email. It is sometimes hidden there! The email will be from: orders@thelotioncompany.com

Do you ship internationally?

We are so excited to announce that we have expanded our shipping to Canada! We use UPS for these international shipments and you will receive your tracking # as soon as we drop it off at our nearest UPS store. Please allow an extra 1-4 weeks for delivery as customs may take extra time. We cannot control how fast they process orders after we drop it off. The customer is responsible for all custom/delivery fees. Thank you so much for shopping with us!

When will I receive tracking?

First, thank you for ordering from us! You will receive a tracking number via email to the email address that you entered at checkout once we ship your order out. We try our best to ship out all orders within 1-3 business days from receiving your order.

My order says delivered - but I never received it?

We ship out all orders with the carrier that you chose during checkout. You will receive your tracking number in an email as soon as we ship your order. You will be able to track your order through the carriers site with the tracking # provided. Please reach out to your carrier (USPS/UPS) if you have any trouble regarding your package that is marked as 'delivered'. Thank you!

Can I return my purchase?

Unfortunately, we cannot accept returns. Our products are sealed & closed before each sale and we cannot accept products that may have been opened or used. We highly recommend trying our 2 oz. bottles for various fragrances to find the perfect fragrance for you :) We hope you understand & we appreciate you shopping our store. 

I entered the wrong address at checkout - can I change it?

We understand things like this can happen. If your order has been shipped and needs a new address, we cannot change it. We can wait to see if the order is returned to us with 'return to sender'. You will be refunded for your order total minus the freight cost + service fee. Our service fee is $5 per order. If your order has not been shipped out, please email us ASAP and we can try our best to change it before shipping. Our email is thelotionco@aol.com and please make the subject line: ADDRESS CHANGE. Please include your name, order # & the address you would like it changed to. Thank you for your understanding!

Any other questions? We will be happy to help you! Please email us at orders@thelotioncompany.com and allow 5-10 business days for a response. Thank you for shopping our site & we hope you love our products as much as we love making them.

-Morgan