Frequently Asked Questions

Orders can be placed through our website (www.shayandcompany.com) or shopping app at any time. This is often the easiest way as you can put in all your shipping details at once, calculate shipping, add favorites to your account, and be able to see all previous online orders in your online account. If you place orders by email or phone, they will not show up in the App or online account. You are also welcome to email your order into us at orders@shayandcompany.com. This method is great for customers with full pallet sized orders, customers with Net 30 terms, or customers that want to come in and pick up items and pay for them when you come in.

If you are out of state and need an order shipped and prefer to not order through the website, you can call in your order to 503-653-1155 anytime during regular business hours. We will not be able to quote your shipping costs over the phone. Once order is processed, we will calculate the shipping costs and email you the final invoice with the shipping costs.

We do have a store in Milwaukie, Oregon where you can come in and shop. You do not have to place your order ahead of time; you can just walk in at any time and shop. We have all small sizes out on the shelves and larger sizes in back. We do pour all 5-gallon or larger sizes off per order, so if we don’t have the size made that you are looking for, we will make it while you wait.

Will Call means that you will come in to our Milwaukie, Oregon store and pick up your order.

Once you place a Will Call order with us, we will email you when it is ready. Will Call orders are usually processed within about two hours, but it all depends on how many orders we have to process. All orders are made in the order they are received. You are welcome to come in anytime after you have received the email to pick up your order. Please be sure to check your spam folder for this email as it may contain a copy of your invoice and often gets sent to spam.

When you come to pick up your order, you can just come in and give us your name and one of our staff will get your order. Larger orders will be loaded into your vehicle for you.

If someone else is coming in to pick up your order they simply need to give us the name on the order. We assume there are not soap/candle ingredient pirates out there trying to scam away your order, so just the name on the order works!

If you have selected Will Call and are no longer able to come in and pick it up, you can call us with your credit card and we can arrange shipping for your order.

We have a store in Milwaukie, Oregon where customers are welcome to come in and purchase items. We have small sizes on the shelf, but any sizes you don’t find we can make for you while you wait.

We have a sample table in the store with all our scents/essential oils for those who want to sample.

You do not have to place an order ahead of time to come shop in the store.

The store and the warehouse are open during following hours (subject to change):

Monday through Friday, 9 a.m.- 5 p.m.

We are closed Saturday and Sunday.

We do have some holidays we are closed, and we are closed every year from Christmas Eve to the first day after New Years. Please be sure to sign up for the newsletter as that is how we notify customers of any hour changes.

We believe in offering the most competitive pricing possible, so we don’t have to offer discounts, coupons, or “free shipping.” Those are all costs that are added in somewhere along the line and we would rather just offer everyone the best possible price, rather than hide them somewhere else.

Online orders can pay via credit card or PayPal.

Call in/email in orders can be paid via credit card only, Zelle or ACH. Zelle and ACH will not have a fee.

Walk-in orders can be paid via credit card or cash.

Net 30 customers are asked to pay via check, ACH, wire or Zelle. All net 30 customers that choose to pay with credit cards will have a 3% processing fee added to the invoice.

All orders over $2000 will have a 3% credit card processing fee added if paying by credit card.

Net 30 terms are available to pallet sized customers who have been with us for 6 months with a regular order history. Net 30 terms are 50% down and the balance due at Net 30.

As everyone knows, shipping is an issue now! We do our best to ensure products are carefully wrapped and boxed before they leave our facility. Sometimes, however, products are damaged in shipping. If you receive a box with damaged or missing items, please have your delivery driver acknowledge the damage before they leave, if you can tell from the outside. Shipping companies can note issues in their system and that way issues can be resolved. 

Also, please take pictures of the exterior of any box you received a damaged or missing item. Often, when UPS damages an order, they will re-package the item(s) into their own boxes and you will never know. Sending us pictures of the box as it arrived lets us know if it was delivered in the original box or not. All our boxes are marked.

As you unpack your boxes, if items are damaged, please email us with photos and information on the damaged items. This will help us when we file our damage claim with UPS/USPS. If the items are damaged or missing we will gladly replace them, but we also  to file a claim with UPS in order to get reimbursed. Replacing missing items is a part of business, but it can get costly!

Pallet shipments must be inspected before the driver leaves your delivery. Please count the total number of items and verify that everything arrived correctly. You must have the delivery driver acknowledge any damages or missing items BEFORE they leave, or the trucking company will not compensate us. If you have the damages notated, and email us with pictures of the damage, we will replace the items at no cost and we will file a claim with the trucking company.

Due to the nature of selling raw materials meant to be used in skincare products, we are not able to accept returns or exchanges on any opened items.

If we shipped you the incorrect item, we will gladly replace it or refund your account.

If you accidentally order the incorrect item and you have not opened the container, you can return it to us within 15 days at your cost and we will refund or exchange your account.

We do process all orders same day if placed before 1 p.m. PST. If you wish to cancel an order before it has left our facility, simply call or email and will refund it to your original payment method. If the order has already left our facility, we need to pay additional shipping costs to have it returned to us. Once it is returned, we will refund to you the total minus all outbound and return shipping costs incurred. Refunds will be processed to the original form of payment.

We are fully committed to doing the best for our customers and our planet as possible. We don’t offer printed invoices, unless requested in order to help reduce the amount of paper used. We use boxes that are made of at least 55% post-consumer recycled material. We use biodegradable peanuts and waffle packaging made of recycled paper. If you ever receive a box from us with plastic packaging materials, those are re-used by us, not originally purchased from us.

Our jugs and buckets are all made of 100% recyclable plastic, no metal handles, specifically so you can place the whole unit in your recycling can.

Our smaller sized bagged products are packed into bio-degradable bags. We currently have not found a source that is bio-degradable for the 5-pound sizes, but we are working with vendors to see what new options are coming out.

We have SDS and C of A's uploaded regularly to the website. Each product page should have the current versions. If there is something you're looking for and cannot find it on the website, please email us at orders@shayandcompany.com. Please include product details including the lot numbers.

Essential Oil Documentation- we do not distill our own essential oils, we work with two distillers that have been in the industry for over 50 years each. That being said, not every EO has all the documentation you want it to have. We will provide what we can, but anything outside of the documentation we have, you will need to obtain from your own outside testing labs.

All our products have the same lot code combination on the label and are as follows:

Item Code: This is a 5-digit internal item code, all staring with 9

Lot Number:  The lot number from the original manufacturer follows our item code

PO: Following the lot number is our internal 5-digit purchase order number

Next line down is the 6-digit julian date. This is the date the item was packed.

COO-Country of Origin will be on the final line

Shay and Company does not test any of our products on animals nor do we work with suppliers that test their products on animals.

Customers looking to get certified by Leaping Bunny, can have the certification emailed to us at orders@shayandcompany.com and we will fill it out and send it back for you.

All Shay and Company products, with the exclusion of beeswax and lanolin are vegan. All ingredients are cruelty free.

Shay and Company supplies various cosmetic and edible oils. Each are labeled with their level of refinement.

Please note that finished “highly refined” oils as defined above are statutorily excluded from the term “major food allergen” as defined in the “Food Allergen Labeling and Consumer Protection Act (FALCPA) of 2004” and amended in section 201 of the Food, Drug, and Cosmetic Act [21 USC 321] paragraph qq, subparagraphs 1, 2A, and 2B.

No additives are used in the process or added to oil storage tanks at any time.

Seller (Shay and Company, LLC), guarantees that no article comprising any shipment or other delivery hereafter made by Seller to or on the order of Buyer, is, as of the date of such shipment or delivery, adulterated or misbranded within the meaning of the Federal Food, Drug, and Cosmetic Act, and all revisions and amendments pertaining thereto (including its Food Additive Amendment of 1958) or within the meaning of any State Food and Drug Law, the adulteration and misbranding provisions of which are identical with or substantially the same as those found in the Federal Act, or is an article which may not, under the provisions of Section 404 or 505 of the Act, be introduced into interstate commerce: provided, however, that the Seller does not guarantee against such goods becoming adulterated or misbranded within the meaning of said Act or Acts after shipment, by reason of causes beyond Seller's control; and provided, also, that where goods are shipped under Buyer's labels, Seller's responsibility for misbranding shall be limited to that resulting from the failure of the product to conform to the label furnished by the Buyer.

The Seller further guarantees that such article will conform to the Federal Food, Drug, and Cosmetic Act, including all revisions and amendments pertaining thereto.

The Seller will indemnify and hold Buyer harmless from any claims, proceedings or actions, which may arise out of a violation of this guarantee. However, Seller reserves the right to refuse to indemnify and to return the defense of any such claims, proceedings or actions to Buyer if it is determined that some act or omission on the part of Buyer was wholly or partially responsible.

This is a continuing guarantee and shall remain in full force and effect until revoked in writing.

We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

Your Access to and Control Over Information

You may opt out of any future contacts from us at any time.

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

We do not collect your information for our own sales purposes, nor will we ever sell your information to anyone else. If you want to receive our newsletter, you need to sign up for it on our website. We will not fill your inbox, and we will not allow others to do the same!

We do not collect your information for our own sales purposes, nor will we ever sell your information to anyone else. If you want to receive our newsletter, you need to sign up for it on our website. We will not fill your inbox, and we will not allow others to do the same!