How to Order
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, and you are able to review your previous orders. 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.
Payment Methods
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.
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.
Shipping
We primarily ship via UPS for all mainland orders; small orders to Hawaii, Puerto Rico and Alaska can be shipped via USPS. Lager orders (over 200 pounds) to Hawaii can be shipped via Honolulu Freight.
We do not have a mark-up on our shipping costs; we charge you what UPS charges us. We also do not have any control over UPS shipping costs, so the shipping fees you see are directly from UPS.
Please be very careful when putting in your shipping address! If you give us an incomplete or incorrect UPS shipping address, UPS does charge us $16 per box to correct that. This means if you forget your apartment or suite number, or your zip code is different, we are charged for this change per box. Since we cannot verify your address, we are using the information customers input to the system, so any fees we have from UPS for address changes will be invoiced back to you.
Pallet shipments placed online are quoted through Echo Logistics through the website. We do not control the shipping rates, and we do not make any profit off shipping rates. If you place your pallet sized order through the website, the Echo Logistics rates will apply and be charged at checkout. Your order will usually ship within 24-24 hours max.
You are welcome to email in your pallet sized orders. For emailed orders, we will quote using our top four shipping companies. We do have pallet rate discounts for OR, WA and CA shipments. Anything outside of those regions will ship via the least expensive LTL, unless you request otherwise.
When placing an order that will be shipped via pallets, we must know the following for quoting:
- final shipping address
- is it commercial or residential?
- do you need a liftgate at delivery?
- do you need an appointment for delivery?
All of these are extra fees and must be disclosed prior to quoting.
We constantly monitor our inventory and do our best to keep our website updated with any backordered or delayed items. On occasion, we miss things. If you place an order for an item that is backordered, or will be delayed more than 1 day, we will email you to see if you want to wait for the item to come in back in stock, or if you would like a refund for the item. This applies to both shipping and Will Call orders.
Damaged Items in Shipping
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 pallet 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 will note issues in their system and that way issues can be resolved. If you do not have the damaged notated by the delivery driver, they may not honor a damage claim, and you will be responsible for the replacement product.
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.
Please take pictures of the exterior of any pallet you receive with a damaged or missing item. Often, when LTL companies damage an order, they will re-package the item(s) into their own boxes, re-wrap the pallet, and you will never know. All our pallets leave wrapped in black shrink wrap. If you ever get a pallet with clear, it was damaged along the way. Sending us pictures of the pallet as it arrived lets us know if it was delivered in the original condition 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 the freight company. If the items are damaged or missing we will gladly replace them, but we also have to file a claim with the delivery company in order to get reimbursed. Replacing missing items is a part of business, but it can get costly!
Return Policy
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.
Order Cancellations
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.
