Shipping & Returns

Customer Care

Shipping & Returns

Every Wilder North formula is handcrafted in small batches, and many are made to order. These policies help us get your order to you safely and keep our small studio running smoothly.

Retail orders ship 2–10 business days after purchase (pre-orders excluded). We do not ship on weekends or holidays.

Shipping Pre-Orders Subscriptions Cancellations Returns Gemstone Tools Wholesale Coupons & Memberships

At a Glance

Processing: 2–10 business days, Monday–Friday.
Carrier: USPS only. US addresses only.
Free shipping: US orders of $200+ after discounts.
Returns: Unopened items only, with approval, within 14 days of delivery. Issued as store credit to your account. No exchanges.
Final sale: Sale items, pre-orders, subscriptions, mists & toners, gemstone tools, wholesale and Apothecary Package orders.
Unauthorized & returned-to-sender packages: Not refunded or credited.

Shipping

Processing Times

Most orders ship within 2–10 business days unless a product page states otherwise.
Gemstone tools and eye masks may take up to 3 weeks to ship.
We ship Monday–Friday only. Orders placed Friday through Sunday ship the following week.
October–December: Holiday volume can add time. If you have a deadline, email us before ordering so we can confirm whether we can meet it. We can't guarantee holiday deadlines.

Rates & Methods

All orders ship via USPS. Packages go by USPS Ground Advantage unless you upgrade to Priority Mail at checkout.
Free US shipping on orders of $200+ after coupons and discounts.
Flat-rate $8 US shipping on any order, or choose calculated (weight-based) shipping, which can be less for light packages.

Tracking

Once your label is printed, you'll receive tracking updates by email and text (through our partner app, AfterShip) from dispatch through delivery. You can also track your order anytime from your account on our website.

Your Shipping Address

Please double-check your address at checkout. Addresses can't be changed once an order is placed, and we aren't responsible for packages sent to an incorrect address entered at checkout.

Warm-Weather Shipping

Balms ship with an ice pack May–August. If temperatures at your destination are above 70°F, we strongly recommend Priority Mail (or faster) to protect freshness and shelf life. A balm that softens in transit is still safe to use.

International

We currently ship within the United States only.

Pre-Orders

Pre-ordering reserves your item. You're charged in full at checkout and agree to the estimated ship date shown.
Pre-orders usually ship within 10–15 business days of the release date. Because these are artisan-made, release dates can shift during production. We'll email you if your order is delayed beyond that window.
Anything ordered alongside a pre-order ships together with it. This lowers our footprint and saves you double shipping. Want your in-stock items sooner? Place them as a separate order.
Pre-orders are specially produced and are final sale: they can't be cancelled, changed, returned or refunded, and the shipping address can't be changed.
If we're ever unable to fulfill a pre-order, we'll offer an alternative item of equal value or store credit.

Subscriptions (Auto-Ship)

Your card is charged on or around your renewal date, and your order ships within 2–5 days of renewal.
Your subscription discount stays the same for the life of your subscription. Other coupons, promotions, trial-size offers and bonus add-ons can't be applied to subscription orders.
Two-order minimum: the 10% subscription discount requires two consecutive orders. You may cancel anytime after your second order. If you cancel before then, we may charge back the 10% discount from your first order.
Cancelling stops all upcoming renewals. A renewal that has already been charged or processed can't be changed or cancelled.
Subscription orders are final sale.

Cancellations & Changes

Orders go into production as soon as payment is confirmed, so we can't change items, shipping addresses or payment methods after an order is placed.

We may still be able to cancel the whole order so you can start fresh. Email info@wildernorthbotanicals.com right away with the subject line "Cancellation", your full name and your order number. Orders that have already shipped can't be cancelled.

Can't be cancelled: pre-orders, custom or made-to-order products, and beauty tools (gemstone rollers, gua sha tools, eye masks, cosmetic brushes and bowls), since production begins as soon as you order.

Returns

We're a micro business, and we hope you love every handcrafted piece. If something isn't right, here's how we can help. We do not offer exchanges.

Eligible Returns

Unopened products in original, new condition and packaging, requested within 14 days of delivery.
Approved returns are issued as store credit, added directly to your Wilder North store account, less shipping charges, any discounts applied, and a 30% restocking fee (covering packaging, labor and card processing).
Bundles and sets must be returned complete. Individual items from a bundle can't be returned on their own.
Free gifts included with your order must be returned along with the rest of the order.
Return shipping is the customer's responsibility.

Opened Products & Skin Reactions

For hygiene and safety, we can't accept returns of opened or used products, including products returned because of a skin reaction. Every skin is different, and botanical ingredients can affect individuals in different ways. We strongly recommend reviewing each product's full ingredient list before ordering, patch testing new products on a small area of skin before full use, and starting with a mini size if you have sensitive skin or known sensitivities. If you experience irritation, stop use right away.

How to Request a Return

Email info@wildernorthbotanicals.com with your order number and the item(s) you'd like to return.
Wait for our written approval before sending anything back.
Once your return arrives and is inspected, we'll let you know whether store credit can be issued.

Final Sale (Not Returnable)

Sale and discounted items.
Opened or used products.
Mists, toners and other water-based products. They're naturally preserved and sensitive to time and temperature.
Balms and lip products, April–September. Heat exposure in transit affects texture and shelf life.
Gemstone rollers, gua sha tools and eye masks (see damage policy below).
Pre-orders and subscription orders.
Wholesale and Apothecary Package orders.

Please Note

Returned-to-Sender & Unauthorized Returns

Packages that come back to us marked "Return to Sender" (refused, unclaimed, or undeliverable) and any return sent without our written approval will not be refunded or credited. All returns must go through the approval process above.

Once a package leaves our studio, we have no way to confirm whether products were opened, tampered with, or exposed to heat or cold, so they can't be resold. Many of our items are also made to order specifically for you and can't be resold to another customer.

Damaged, Missing or Incorrect Orders

Email us within 14 days of delivery with your order number, a description of the issue, and photos of the item, packaging and shipping label. (Gemstone tools have shorter windows, below.)
If your tracking shows "delivered" but you don't have your package, please contact your local USPS post office with your tracking number.
We aren't responsible for packages that are lost or stolen after delivery, unclaimed, or sent to an incorrect address entered at checkout.

Chargebacks

If a chargeback is filed on an order, we can no longer resolve it directly, and no refund, store credit or replacement will be issued. Please reach out to us first. We're happy to help.

Before You Order

Not sure about a product or scent? A mini size is a great way to try it first. Because our products are natural and handcrafted, slight variations in color, scent and texture are completely normal.

Gemstone Rollers, Gua Sha & Eye Masks

Our gemstone tools are made from natural materials of the earth. Each is carved and polished for gentle use on the skin and inspected for defects and strength before shipping. All gemstone tools are final sale and can't be cancelled, returned or exchanged.

Natural Imperfections

Hairlines, cleaving veins, inclusions, ribbons and growth lines are natural features of the stone, don't affect use, and are not considered damage. If you'd prefer a flawless finish, we recommend a copper gua sha tool. Fluorite is our most fragile crystal and needs extra care.

You may request a preferred color or shade in the checkout notes and we'll do our best to match it, but we can't guarantee it or provide selection photos.

"Imperfect," factory-second, deeply discounted and complimentary tools don't include a storage pouch or box.

Arrived Damaged?

Email us photos of the damaged item, all packaging and the shipping label within:

2 days of delivery for gua sha tools
21 days of delivery for rollers (including a roller that breaks on first use)

We'll send a one-time replacement, or store credit if a replacement isn't available. We don't issue refunds for damaged or broken tools, and claims made after these windows can't be accepted.

Care & Safety

Natural stone can break if dropped or handled roughly, so we can't offer lifetime replacements. Place a washcloth in your sink while washing tools.
Clean with gentle, natural soap and tepid water, dry with a soft cloth, and store somewhere safe, out of sunlight.
Never use a tool that is broken, cracked, sharp or jagged.
Don't use a gua sha tool on your skin after it has been heated or frozen.

Wilder North LLC is not liable for:

Breaks or cracks that occur after you receive your order
Injury from misuse, including (but not limited to) internal use, excessive pressure, aggressive rubbing, or stabbing or cutting motions
Injury from using a tool that is broken, damaged, sharp or jagged, or that has been heated or frozen

Wholesale & Apothecary Packages

Wholesale accounts must be applied for and approved before ordering. We reserve the right to terminate a wholesale account at any time.
All wholesale orders are placed on our website and paid in full up front. We don't offer net terms, credit or payment plans.
Most wholesale orders ship within 3 weeks. Made-to-order backbar sizes, pre-orders and special orders may take up to 4 weeks. Changes or additions can add up to 3 weeks, so we rarely accept them.
Apothecary Packages ship within 7 business days of the estimated release date (pre-orders) or within the timeframe given at purchase. They ship via USPS Priority Mail with Signature Confirmation. To waive the signature, email us your explicit permission; by doing so, you accept full responsibility if the package is lost or stolen.
Apothecary Packages are for use by approved Wilder North partners only and may not be shared or resold.
All wholesale and Apothecary Package orders are final sale, no exceptions.

Full partner terms: Wholesale Policies

Coupons, Gift Cards & Memberships

Coupons & Gift Cards

One coupon code or one gift card per order. Codes and gift cards can't be stacked.
Coupon codes are single-use and can't be applied to wholesale orders (doing so may cancel the order).
Gift cards purchased at a discount can't be combined with any other promotion. Orders that stack them will be cancelled.
Discounts and sale prices can't be applied after an order is placed, and promotions can't be extended past their expiration date.
Trouble applying a code? Contact us before placing your order.

Wildheart Memberships

Monthly memberships may be cancelled anytime. Benefits end as soon as you cancel, and no refunds are issued.
Wilder North LLC may discontinue the Wildheart Membership program at any time.

Questions?

We're here to help.

info@wildernorthbotanicals.com