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Ordering FAQS

 

PRIVACY POLICY

RETURNS

SHIPPING

OUT OF STOCK ITEMS

PAYMENT OPTIONS

SECURITY

OFFICE HOURS

CONTACT US

 

PRIVACY POLICY

When ordering on our website, or creating a customer account, you will be asked for personal information such as address, phone number and email. This information is only used to process your order. When creating a customer account, you can select to receive our quarterly newsletter. If this box is left unchecked, you will not receive the newsletter. You will never receive any unwanted emails, spam, or solicitations from us at all. In addition, we will NEVER share or sell your information with anyone! We RESPECT our customers and their privacy. (return to top of page)

 

RETURNS

If you are not 100% satisfied with your purchase, you may return it for credit or refund within 7 days of delivery. Customers are responsible for return postage and we do not accept COD return shipments. We will pay the return shipping costs if the return is a result of our error, or damaged in shipping.

Shea Butter Customers, please note: The uneven texture and natural “nutty smell” of pure, raw, unrefined shea butter are normal and natural characteristics of handcrafted shea butter and cause for celebration-not alarm! This means you are using a natural, unadulterated, chemical-free product that is safe for your skin!

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item. Or you can contact us via phone or email with a return request.

If an item was damaged during shipping, please contact us immediately, so that we can initiate a claim with the shipping company and replace your damaged item as quick as possible. (return to top of page)

 

SHIPPING

We offer domestic shipping with the US Postal Service and Fedex, and international shipping with the US Postal Service.

We usually process orders within 1 to 2 business days. Shipping times vary depending on destination. We ship all orders from our Portland, Oregon warehouse. Customers usually receive their orders within 3-7 business days from the time it is shipped.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

If you have placed an order online, you will receive tracking information via email once your order has shipped. (return to top of page)

 

OUT OF STOCK ITEMS

We strive to keep all of our products in stock and ready to ship out within 2 business days of receiving orders. Occasionally, we may temporarily run out of stock, and may need to place your order on a short back-order.

If this happens, we will contact you immediately and give you an estimate of when we expect to be able to ship your order. You then have the option to cancel your order if you don’t wish to wait for us to fulfill it. We do not charge your credit card until the order is processed and shipped. (return to top of page)

 

PAYMENT OPTIONS

On our website, we accept all major credit cards and payment via Paypal. We also offer the option to pay by check during checkout.

Our qualified wholesale customers who have been approved for Net 30 terms may select the check payment option, and they will be invoiced for their orders.

For all other wholesale customers, or any retail customers who choose to pay by check, we will not process/ship your order until we receive your check in the mail.  If you have selected this option, and wish to change your payment method to paypal or credit card, please contact us for assistance. (return to top of page)

 

SECURITY

The Security of our website is of the highest importance to us. For your security, we keep our SSL certification up to date, and use a third party payment system, Stripe, which meets or exceeds all industry standards for PCI Compliance and Internet Security. (return to top of page)

 

OFFICE HOURS

9am to 4pm (Pacific Standard Time) Monday through Friday

Occasionally we are away from the phone during office hours, but always return any messages promptly within 24 business hours. 

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CONTACT US

Questions? Comments? We love to hear from our customers!

Toll Free: 1-888-510-SHEA (7432)

Local Phone: 1-503-245-4198

Email: info@ojobacollective.com

Mailing Address:

                Ojoba Collective

                PO Box 19356

                Portland OR 97280

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