Thank you for shopping with us. Every order is thoughtfully prepared and packaged by our small business location in Colorado. Please review the information below before placing your order.
Orders are generally processed within 2–3 business days, excluding weekends and holidays.
Because our products are handcrafted in small batches, processing may occasionally take longer during product launches, restocks, sales, holidays, or periods of high order volume. If we anticipate a significant delay, we will contact you using the email address provided with your order.
Once an order has shipped, you will receive a shipping confirmation email containing tracking information.
Shipping charges are calculated and displayed at checkout before your purchase is completed.
Any free-shipping promotion applies only when the stated promotional requirements are met. Unless otherwise specified, free shipping is available only for eligible orders shipped within the contiguous United States.
After an order has been processed, standard shipping generally takes approximately 3–7 business days.
Delivery estimates are provided as a convenience and are not guaranteed. Delivery may be delayed by the shipping carrier, weather, holidays, service interruptions, natural disasters, or other circumstances outside LOODUS’s reasonable control.
Processing time and carrier transit time are separate. Selecting an expedited shipping service does not reduce the time needed to prepare and process an order unless expressly stated.
LOODUS currently ships to addresses within the United States.
We do not currently offer international shipping. Any changes to available shipping destinations will be shown at checkout.
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please contact us as soon as possible if you notice an error in your address. We will make reasonable efforts to update the address, but we cannot guarantee that changes can be made after an order has entered processing or has been shipped.
LOODUS is not responsible for delivery delays or failed deliveries caused by an incomplete or incorrect address provided by the customer.
If an order is returned to us because of an incorrect address, an undeliverable address, or a refusal of delivery, we may issue a refund for the merchandise after it is returned to us. Original shipping charges are nonrefundable, and any additional reshipping costs will be the customer’s responsibility.
Please contact us as soon as possible if you need to change or cancel an order.
We will make reasonable efforts to accommodate your request, but an order cannot be changed or canceled after it has been fulfilled or transferred to the shipping carrier.
Tracking information may take up to 48 hours to update after you receive your shipping confirmation.
Once a package is in the carrier’s possession, its movement and delivery schedule are controlled by the carrier. Please contact the carrier directly when tracking shows an unexpected delay or delivery issue.
If your tracking information has not updated for several business days or your package appears to be lost in transit, please contact us.
We will help you review the tracking information and, when appropriate, submit a carrier inquiry or claim. Carrier investigations may take several business days to complete.
If tracking shows that your order was delivered but you cannot locate it, please:
Confirm that the shipping address on your order is correct.
Check around the delivery area, mailbox, parcel locker, front desk, or building office.
Ask household members or neighbors whether they accepted the package.
Allow one additional business day, as some carriers mark packages as delivered shortly before actual delivery.
Contact the shipping carrier for additional delivery information.
Please contact LOODUS if the package is still missing after completing these steps. We will assist where reasonably possible, but a replacement or refund is not automatically guaranteed for an order confirmed as delivered to the address provided by the customer.
Please inspect your order promptly after delivery.
If your order arrives damaged, defective, leaking, or incorrect, contact us within 7 days of delivery. Include:
Your order number
A description of the issue
Clear photographs of the product
Photographs of the exterior and interior packaging
A photograph of the shipping label when applicable
Please retain the product and packaging until we have reviewed your claim. Depending on the circumstances, we may offer a replacement, refund, or store credit.
LOODUS products are handcrafted with botanical oils, butters, and other naturally derived ingredients. Exposure to high or freezing temperatures during transit may temporarily affect a product’s texture or consistency.
During warm weather, a product may soften, melt, or experience slight settling. During cold weather, it may become firmer than usual. These changes do not necessarily indicate that the product is defective.
If your product arrives warm or softened, place it upright at room temperature in a cool, dry area and allow it to settle before opening. Do not place the product in direct sunlight or expose it to excessive heat.
If the product appears severely separated, damaged, leaking, or otherwise unusable, contact us within 7 days of delivery and include photographs so we can evaluate the issue.
If we cannot ship your order within the timeframe stated in this policy, we will notify you and provide available options, which may include agreeing to a revised shipping date or canceling the affected order for a refund.