Frequently Asked Questions

Hours of Operation:

Office - Hours of Operation: Customer service is available by phone Monday through Friday from 9:00 a.m. to 4:00 p.m., Eastern Standard Time. We are closed for lunch from 12:00 p.m. to 1:00 p.m. daily. You may reach customer service at 216-503-9395.

Distribution Center – Hours of Operation: The distribution center picks, packs and prepares shipment of orders from 7:30 a.m. to 4:00 p.m. UPS typically picks up boxes packed throughout the day with their last pick up time at 3:00 p.m. While customers may receive an email that their order has shipped, the freight trucks carrying your box may not arrive to the UPS terminal until after 6:00 p.m. We suggest accessing UPS tracking after 7:00 p.m., Eastern Standard Time.

Shopping & Payment Information

Placing orders: Our website is open 24 hours a day, 7 days a week and 365 days a year. If you prefer to speak with a customer service agent, call us toll free at 216-503-9395.

Payment Methods: Orders must be paid within 3 business days of order placement. If placing an order during a sale, orders must be finalized and paid by end of the sale. We accept Visa, MasterCard, Discover, American Express and PayPal. We do not accept personal checks. Money Orders can be mailed to the address listed below and must be received within 5 business days. Orders will not begin processing until payment is made.

Shopping & Payment Information
Rustic Escentuals
7820 E Pleasant Valley Rd.
Independence, Ohio 44131


Payment Methods: We accept Visa, MasterCard, Discover, American Express and PayPal. Please note: You may see Rustic Escentuals on your credit card or paypal statement.

Taxes For Online Purchases: Effective July 1, 2020 Rustic Escentuals will begin collecting sales tax in every state based on The US Supreme Court ruling that companies are responsible for collecting sales tax even if they are not located in your state. To avoid paying sales tax on materials you buy from us and resell, you must have a tax certificate on file. To update your certificate information, log into your WSP account and click Tax Exemption Form. Customers without a tax certificate on file will be charged sales tax based on the ship to address of the order.

Receiving Your Order:

Order Processing Times: We strive to process all orders as quickly as possible. Approximate processing times are displayed; in business days, and can be found in the banner at the top of the website. Business Day 1 is the business day after your order is placed. Processing times will vary depending on current order volume. If you are in need of faster processing, consider selecting the “Line Jump” at checkout. A line jump will allow your order to skip ahead of others and process a day or two faster than our advertised standard processing times. To help determine when your jumped order will ship, the estimated ship date will display on your screen at checkout. Bulk items that are special ordered cannot be line jumped. Bulk orders with items taken from stock are eligible for line jump processing

Backorders: While we try to avoid backorders, they do happen from time to time. We will ship all backorders as products become available and send out a second shipment confirmation. Items that run out of stock during a special promotion where sale prices are only valid on in stock items will be cancelled rather than backordered. If you have any questions or would like to cancel a backordered item, please call us at 216-503-9395.

Company Closure Days: We are closed most national holidays as well as various companywide in-service and inventory count days throughout the year. Click HERE to view our planned closure schedule.

Shipping – Contiguous US: We ship using UPS and USPS to PO Boxes & Internationally. Shipping fees are quoted during the checkout process and are very resonable. Customer can be responsible for $20/box fee to redirect any package.

Shipping – Off Shore: Due to the complexities involved with these shipments, we have created an offshore policy page Here.

Shipping Transit Times: Once your package leaves our facility the shipping carrier determines the transit times. UPS transit times vary, depending on your location, time of year and extreme weather and are based on business days. Click HERE to view their map of anticipated state transit times in business days. They typically take longer to ship during the fall holiday season and nationwide online Black Friday sale days. US Postal Priority Mail typically requires a minimum of 2-3 business days.

Pick-Up Policy: For your safety and our operational efficiency, our distribution center is closed to visitors and walk-in customers.

Order Changes & Damages

Order Changes & Cancellations: We understand that life can change quickly and with that your pending order may require an adjustment. It is our pleasure to help you with your needs. Orders that have not gone to the warehouse for fulfillment may be adjusted as follows.

If you need to remove or cancel items on a pending order, please contact customer service for assistance at 216-503-9395 or via our web Contact Page.

Damaged or Missing Items: We are highly committed to making sure you receive outstanding products in perfect condition. If your order is damaged we ask that you immediately contact us at 216-503-9395 so that we can initiate an investigation and claim with UPS. We will need photos of items, the shipping box and labels. We are happy to help replace or refund your missing or damaged items within 15 days of purchase. If you are missing any item ordered, we deeply apologize. We would like to get you these products as soon as possible therefore we ask that you notify us within 15 days of purchase. We will get you the missing items out right away.

Refunds & Returns

We take pride in offering products with unsurpassed quality. We have hundreds of thousands of real customer reviews available on our product pages that will assist you in making informed buying decisions. Since our products are used to produce cosmetics and ingredients must be verified unadulterated, we are unable to accept returns.

If you believe a product does not match a description or customer review and it does not meet your quality expectations, please contact our customer service team to discuss. Our toll-free number is: 216-503-9395.

Wish List

While viewing products, you will have an option to save a product to your “Wish List”. To view your current wish list, simply log into your account and click on the link located on the left side of the page.

Questions & Expert Answers

We offer the ability for customers to ask questions online and receive answers from our expert in-house team of makers. To ask a question, go to the product page and click “Ask Question”. Once we research your answer we will place the reply online. You can view your questions with answers by going to the product online or our community are of your account. Click on “My Questions & Answers”.

Product Rating System / Guidelines

We want you to have easy access to product ratings and reviews. You can submit written ratings and reviews for items you have purchased. We encourage customers to share honest opinions, both favorable and unfavorable so that other customers can make smart buying choices.

Who can create customer reviews?
You must purchase a product before you can rate and review it. We encourage customers to not only look at a product but to actually use it so that they can fully evaluate its performance. We do have rules for submitting reviews and we reserve the right to deny reviews that do not fall within our guidelines.

How to write an awesome review
Be Specific: Your review should focus on the specific product being reviewed and your experience with the product. The best reviews include not only your initial impressions but also how you used the product and the details for those impressions.

Length: Ideally reviews are between 20 and 1,000 words. The ideal length is 100 to 250 words. A rating without comment is not as valuable as a rating with a detailed comment.

Be Honest: We welcome honest product reviews--positive and negative. As long as a rating and review remains specific to the product, does not criticize a competitor, and is written with the clear intent to help others, we will not remove the review because they are critical. We believe all helpful information can inform our customers’ buying decisions.

What's not allowed
We appreciate your time and participation in our product rating and reviews program. We limit customer participation to one review per product and reserve the right to remove reviews that include any of the following:

Objectionable Material:

  • Obscene, confrontational or distasteful content
  • Profanity or spiteful remarks
  • Promotion of illegal conduct
  • Promotion of other businesses or competitors
  • Off topic comments
  • Reviews that do not provide customers with an honest product evaluation


Inappropriate Content:

  • Advertisements, promotional material or repeated posts that excessively make the same point
  • Comments by or on behalf of a person or company with a directly competing product or business
  • Posts intended to advertise a business including yourself, manufacturers or competitors
  • Confrontational feedback to other reviewers
  • Details about availability or alternative ordering locations
  • Feedback about typos or inaccuracies in our website or product description
  • Feedback about customer service or general company policies
  • Content that is intended to harm a person, business or company including product sales


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