Orders to Alaska, Hawaii, Canada, Puerto Rico, US Virgin Islands, other US Territories and all international locations will be shipped via US Postal (USPS) via Priority or Surface Insured.  Simply select the USPS Domestic or USPS International shipping method option and we will bill you the exact shipping costs upon completion. All international addresses can be shipped by UPS Express or Standard if they would rather not use USPS, but that all International customers are responsible for any and all taxes, duties, and GST levied at their end. We are not responsible for the charges on the other side of the border.

Cancellation of any order once it has be processed will result in a 25% restocking fee. Canceling an order because you don't like the freight rate is not an exception. We incur costs to build an order and restock it, so if you want a freight quote you must request it prior to placing the order online. You can of course estimate your shipping by going to either www.ups.com or www.usps.com and entering your info for a rate estimate. The FOB zip code is 97015.

Delivery Times
Your total delivery time is our processing time (24 to 48 hours) plus shipping time. Most orders ship within a day but can take up to 4 days when hit with unexpected higher volume. Obviously, this does not include days we are closed, like weekends and holidays. During holiday seasons, late September to December, expect 2 to 5 day to process standard orders. Please note that orders submitted after 12pm may not be processed the same day. To estimate your final delivery date, please use the following guidelines:

UPS DELIVERY SCHEDULE

Business days in transit from: CLACKAMAS, OR. 97015

NOTE: We can not be responsible for damage caused by the shipping company and will not reship your order Overnight just because you are in a hurry when the damage was caused by the freight company. While we sympathize, we do pack orders with very strong boxes, bubble wrap, extra tape, packing peanuts and plastic bags but sometimes they can still manage to destroy the box during transport. We will reship once we receive a damage claim from the carrier, but only via the method that was originally requested on the original order.  If you want a faster method, you can pay the difference and we are happy to ship according to your wishes.  We just cannot pay for that difference.

Incorrect Address / Non Deliverable / Refused Shipments / Address Changes
All returned and/or errors made on orders will be handled in a timely manner. If von Natur^® has made a shipping error, we will reship as quickly as we can via the method you originally chose.  If the customer has made an address error, the customer is responsible for the additional shipping or address correction $10 fee costs charged by UPS. If the customer refuses their shipment, the order is considered a non-authorized return and will incur a 25% restocking fee for stock items, plus all shipping and handling charges. ALL shipping on orders is non-refundable unless UPS Overnite, 2 Day or 3 Day is used and the carriers guarantee is not met.

If you place an order via Phone, Fax, Email or Online, you automatically accept all these terms in this Policy section.

Credit Cards
We accept Visa, MasterCard, Discover, Debit Cards and PayPal. NOTE: We charge a 4% Fee for orders over $4000 being paid with a credit card. You are welcome to send us a check to avoid this charge.

Your credit card statement will reflect our parent corporation Essential Wholesale, not von Natur.

Checks, Money Orders & Certified Checks
Personal & Business Checks can be held for up to 14 business days to permit bank notification. 

It must include a copy of your order and please write the order number on the check. We do not accept computer printed checks or online bank account checks. Consider a Money Order as an alternative. US Money Order & Bank Certified Check paid orders are processed upon receipt. All funds must be in US Dollars. If your total check amount is less than the cost of the order, we will return your check and will not process the order. If your total check is more than the cost of the order, we will add a credit to your online account for the difference and will not issue a refund.

COD
We do not accept cash-on-delivery (COD) payments for any order for any reason.

  Stock Product Returns
von Natur^® offers the finest quality products available. Please order a sample before purchasing as we do not accept returns on opened products for any reason. Note that during seasonal temperature changes natural products can become thinner or thicker. We cannot replace your base if it is not the viscosity that you expected. While samples can give you a general idea of what a larger size will be like sometimes there can be slight differences.  Other issues that do not warrant a return are color or scent variations. Natural ingredients do vary from lot to lot and thus a finished product can have slight variations. If these variations are not acceptable to you, then you may want to consider chemical based products.  All of our products are carefully chosen for quality and are produced under cGMP Standards. All sales are final. If there is a problem with your order, please observe our return policies:

There is no reason to contact us ahead of time for a return on a stock base or ingredients, we trust you. Returns must occur within 10 days of your shipment receipt for all items. Products must be unused and in their original sealed condition. All returns are subject to a 25% restocking fee unless it is an item that we mis-shipped. We are not responsible for shipping delays and cannot credit for shipping expenses unless it was our fault. ONLY Credit will be applied to your Online Account, not your credit card, for all returns minus the restocking fee. We do not issue refunds for any reason, again unless it was our fault.

To return your order, please follow these steps:

· Place the original invoice (or a copy) and a note with the reason of the return inside the shipping box.

·  Write the invoice number on your shipping box (print clearly).

·  Ship the box to the following address:  von Natur 8850 SE Herbert Court, Clackamas, OR 97015

NSF Checks
NSF Checks will incur a $50 fee for the first returned item and $50 fee for each time the bank rejects the deposit after that plus any bank fees. If this occurs then the customer will not be allowed to use personal or business checks but must submit money orders or cashiers checks or pay by credit card only.  We have a no-tolerance policy on this.

Collections
Collection Charge will include a $250 processing fee and credit accounts will be submitted to a collection agency after 90 days. You have that long to make arrangements with us for any outstanding balances. Call us, we don't bite. Payment plans can be arranged.

Damaged, Missing or Lost In Transit Items
While we pack our order with extreme care, the shipping carrier can sometimes damage the orders. In that event please inspect all packages at the time of acceptance and should you be missing any products or receive goods damaged in-transit, carefully verify the extent of damage in the presence of the driver, if possible, keeping all packing materials and box intact, then notify von Natur^® after you have called the shipping carrier at (1-800-PICK UPS) to start a claim or call us and we can help you get your claim started.

If you are in a rush, then we suggest that you call us or them immediately to help expedite the process. You must retain the original packing materials until any claim is resolved. If you discard the damaged goods, there may be no refund or credit by the carrier due the fact that the claim will not be able to be verified.

This process should only take a couple days before new items can be shipped unless the order is lost in transit. Lost items must be traced by the carrier and can take up to 10 days for resolution. Please don't blame us when the shipper makes this mistake.  We will do everything we can to get you your product again, but we must have resolution of status before we can reship.

Samples
Samples are available for $1 each by phone order plus shipping. Cost prevents us from shipping free items as we get thousands of requests per year.

We recommend that you order samples before ordering any item you are unfamiliar with from us.