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 [email protected]. 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 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 [email protected]. 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.
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.
Orders placed before 1pm Pacific Time are generally shipped the same day. Pallet orders are shipped within 24-48 hours.
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
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.
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 [email protected] 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.
| Allergen | In The Product | Same Line | In the Plant |
|---|---|---|---|
| Wheat-containing gluten, includes but not limited to wheat, rye, barley, oats, buckwheat, their hybridized strains, and products of those. Corn, rice, sorghum, flax, and products of these are not included. | No | No | No |
| Crustaceans, Shellfish, and products of these, which include but are not limited to shrimp, prawns, crab, lobster, and crayfish. | No | No | No |
Mollusks and products of these, which include but are not limited to oysters, clams, scallops, and mussels. | No | No | No |
Eggs and egg products. | No | No | No |
Fish and fish products. | No | No | No |
Peanuts and products of these. Highly refined (refined, bleached and deodorized) peanut oil is NOT included. | No | No | No |
Soybeans and products of these, which include but are not limited to hydrolyzed vegetable protein and lecithin. Highly refined soybean oil is NOT included. | No | No | Yes (soy lecithin in candle wax, palm shortening, coconut 92 and coconut 110) |
Sesame seeds and products of these. | No | No | Yes (sesame seed oil) |
Milk and milk products, which include but are not limited to lactose, whey, casein, and caseinates. | No | No | No |
Mustard and products, which include but are not limited to mustard seed, mustard flour, ground mustard, prepared mustard, etc. | No | No | No |
Tree Nuts and nut products, which include but are not limited to almonds, Brazil nuts, pecans, cashews, hazelnuts (filberts), pine nuts, pistachios, macadamia nuts, hickory nuts, and walnuts. | No | No | Yes (hazelnut oil, coconut oil, shea butter, macadamia nut oil, macadamia butter, sweet almond oil, kukui nut oil) |
Sulfites in concentrations of 10 mg/kg (10 ppm) or more, measured in total sulfur dioxide. Sulfiting agents include but are not limited to sulfur dioxide, sodium sulfite, sodium and potassium bisulfite, and sodium and potassium metabisulfite. | No | No | No |
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!
Shay and Company is a wholesale supplier of premium soap, candle and cosmetic ingredients for formulators, indie brands, spas, manufacturers, soap makers and beauty brands.
Susan Badger is the owner of Shay and Company. Susan has worked in the personal care industry since 2001. The first 15 years were spent as Director of Operations for a private label skincare company. Susan purchased Shay and Company in 2017 and has expended it 10 fold.
Shay and Company has been in business since 1996.
Shay and Company is located at 10639 SE Fuller Rd in Milwaukie, Oregon. This is a suburb of Portland, Oregon.
Shay and Company store hours are:
Tuesday through Thursday, 9am to 5pm
Friday 9am to 3pm
Yes, Shay and Company has a physical store in Milwaukie, Oregon. You are welcome to come down and shop in store where you can see the smaller sizes of all our products, and where you can smell all our essential oils and fragrances.
Shay and Company is different from other wholesale suppliers because our true focus is on the quality of ingredients we sell. We do not have pre-made products or white label products. We continuously strive to provide makers with the highest quality products at the best possible prices all the time. We don’t have added in “discounts” or added in shipping costs. Everything is priced with full clarity so you can know how to price your finished products.
Shay and Company also has 100% transparency on ingredients and provides all documents right up front on our website.
Our product line encompasses more than just cosmetics, as we also carry a wide variety of ingredients to make soaps and candles. Our product line is continuously growing as we bring in new products almost every week based on customer requests and what is hot in the industry.
There are four ways you can place an order at Shay and Company.
- Through our website, www.shayandcompany.com. This is the fastest and easiest way as you can put in your shipping address and get a real-time shipping quote with UPS or with a freight carrier for LTL shipments.
- You can email in your order to [email protected]. Our customer service team will put together your order and email you a confirmation. The confirmation may not have a shipping price on it, but we will email you the final invoice with the shipping quote.
- You can call us at 503-653-1155 and we can take your order over the phone.
- You can come in to our office in Milwaukie and place your order while you shop.
Yes, Shay and Company ships all over the US, including Alaska and Hawaii. We have excellent rates on shipping pallets to Hawaii using Honolulu Freight Company. For Alaska, we do have a carrier that we can use for pallet rates, or we can ship to any of your freight forwarders in the Seattle area.
We ship small package shipments through UPS. We ship pallets and LTL shipments through a variety of carriers. We can ship anything from ½ oz vial to multiple drums.
Shipping costs are calculated through UPS or one of our LTL carriers, depending on the size of the order. UPS rates are based on distance traveling and weight of the box. UPS rates increase at about every 10 pounds so play around with your online orders and see how you can maximize the shipping by maybe adding a couple more items.
We also ship via UPS SurePost for smaller orders under $100 in value. This is about the same cost as shipping via USPS.
Yes, you can come in to the store and pick up your order at Shay and Company. When you place your order through the website, simply select the option “Store Pickup” at checkout. You will not be charged any shipping costs. Our team will email you when your order is ready to be picked up.
There are two ways we communicate the tracking information to you. When you place your orders through the website we will add your UPS, USPS or LTL tracking numbers into your online order and email that over to you once your order has been completed.
In addition, you will receive an email from UPS, USPS or one of the freight forwarders with their tracking.
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 after a 10% restocking fee is applied. We will not refund the initial shipping costs.
All returned items, regardless of cause for return, must be in Shay and Company original packaging with our original product labels attached. Any change to packaging or labeling voids any possibility for return or refund.
Yes, we can ship orders on pallets. Generally pallet shipping is less expensive for you if your order is about 350 pounds or more. West Coast customers will save at 350 pounds; the farther east you go, the heavier shipments will save you more to go LTL versus UPS.
Yes, we have many products that are made or grown in the USA. We do include this information on those specific products. You can simply click on the USA button on our product listings and it will show you all the ingredients that are from the US.
Shay and Company carries many candle supplies. We have a wide selection of fragrances, ranging from less than 50% natural all the way up to 100% natural. All our fragrances can we used in candles. We also offer a wide variety of candle-safe essential oils. Those are also categorized under Candle Supplies, Essential Oils for Candles. In addition to scents, we have a wide variety of candle wicks and candle waxes. Our candle wicks are from a variety of suppliers and range in both container size and wick type. We have a selection of candle glass containers and candle tins, in multiple color options. We also offer candle making tools such as a stainless steel pouring pitcher, candle warning labels in two sizes, candle wick stickers that are made in the USA, and wick holding bars
Yes, Shay and Company is a USDA Certified Organic facility. Any product that is titled as Organic means that is USDA Certified Organic. You can find out organic certificate in the footer on the USDA Organic Logo, or by clicking on the USDA Organic logo in the middle of our home page.
Any product that says Organic in the name means that it is a certified organic product. You can find our current certificate and addendum both in the foot and in the middle of the home page by clicking on the USDA Certified Organic logo.
Yes, Shay and Company sells wholesale. All our products are wholesale. We do not have any finished retail products.
No, there is no minimum order at Shay and Company. You can feel free to purchase as much or as little as you’d like!
Yes, we have bulk pricing on all our oils and every product. You can see right on our website the different prices and sizes we offer. If you are interested in a quantity that we do not have listed, please email us at [email protected] and we will see what we can do for you.
No, we do not charge sales tax at Shay and Company. We are an Oregon based wholesale company and Oregon does not have sales tax. That means we can ship to wholesale customers without charging any taxes.
No, we do not charge sales tax at Shay and Company. We are an Oregon based wholesale company and Oregon does not have sales tax. That means we can ship to wholesale customers without charging any taxes.
