Shipping

1. Order Processing

Orders are typically processed within 1–3 business days, excluding weekends and holidays.

Processing time refers to the time it takes us to prepare, pack, and hand your order to the shipping carrier. Delivery time begins once your package has been accepted by the carrier.

During product launches, holidays, promotions, or high-volume periods, processing times may be slightly longer.

2. Shipping Locations

We currently ship within the United States.

At this time, we do not offer international shipping.

3. Shipping Rates

Shipping rates are calculated at checkout based on your order, shipping address, and selected delivery method.

Any available free shipping offers, promotions, or shipping discounts will be shown at checkout when applicable.

4. Estimated Delivery Times

Once your order has shipped, delivery typically takes 3–7 business days, depending on your location, selected shipping method, and carrier conditions.

Delivery estimates are not guaranteed and may be affected by:

• Weather delays
• Holidays
• Carrier delays
• High shipping volume
• Incorrect or incomplete addresses
• Local delivery disruptions

Ecolibra is not responsible for delays caused by the shipping carrier once the order has been handed off for delivery.

5. Order Tracking

Once your order ships, you will receive a shipping confirmation email with tracking information.

Please allow up to 24–48 hours for tracking updates to appear after your package has been scanned by the carrier.

6. Incorrect Shipping Information

Please make sure your shipping address is accurate before placing your order.

Ecolibra is not responsible for orders shipped to an incorrect or incomplete address provided at checkout.

If you notice an address mistake after placing your order, contact us as soon as possible at support@ecolibraskin.com. We will do our best to update the order before it ships, but changes cannot be guaranteed once an order has been processed or handed to the carrier.

7. Lost, Stolen, or Delayed Packages

Once a package has been marked as delivered by the shipping carrier, Ecolibra is not responsible for lost or stolen packages.

If your tracking shows delivered but you have not received your package, we recommend that you:

• Check around your delivery area
• Ask household members or neighbors
• Contact the shipping carrier directly
• Allow 1–2 business days, as some carriers may mark packages delivered before final delivery

If your package appears lost in transit or tracking has not updated for several days, please contact us at support@ecolibraskin.com and we will help review the issue.

8. Damaged, Missing, or Incorrect Orders

If your order arrives damaged, missing an item, or contains the wrong item, please contact us within 7 days of delivery.

Please include:

• Your order number
• A brief description of the issue
• Photos of the product
• Photos of the packaging and shipping box, if applicable

We will review the issue and work toward an appropriate resolution, which may include a replacement, refund, or store credit depending on the situation.

Returns

9. Return Eligibility

Due to the personal nature of skincare products, we can only accept returns on eligible items that are:

• Unused
• Unopened
• Undamaged
• In their original packaging
• Returned within 7 days of delivery

Products that have been opened, used, altered, damaged after delivery, or are not in their original condition are not eligible for return.

This policy helps protect product quality, hygiene, and customer safety.

10. Non-Returnable Items

The following items are not eligible for return:

• Opened skincare products
• Used skincare products
• Products without original packaging
• Items damaged after delivery
• Final sale items
• Gift cards, if applicable
• Promotional or sample items, if applicable

If you are unsure whether your item qualifies for return, contact us at support@ecolibraskin.com before sending anything back.

11. How to Request a Return

To request a return, email us at support@ecolibraskin.com within 7 days of delivery.

Please include:

• Your name
• Order number
• Item you would like to return
• Reason for return
• Photos of the unopened product and packaging

Returns must be approved before being sent back. Items returned without approval may not be accepted.

12. Return Shipping

Customers are responsible for return shipping costs unless the return is due to an error on our part, such as receiving the wrong item or a damaged item.

Original shipping charges are non-refundable unless the return is due to an Ecolibra error.

We recommend using a trackable shipping method when returning items. Ecolibra is not responsible for returns lost in transit.

13. Refunds

Once your approved return is received and inspected, we will notify you whether the refund has been approved.

If approved, your refund will be issued to the original payment method.

Please allow 5–10 business days for the refund to appear on your account after it has been processed. Processing times may vary depending on your bank or payment provider.

Shipping fees are non-refundable unless the refund is due to an error on our part.

14. Exchanges

At this time, we do not offer direct exchanges.

If your item qualifies for return, you may request a return and place a new order separately.

15. Cancellations & Order Changes

If you need to cancel or change an order, please contact us as soon as possible at support@ecolibraskin.com.

We will do our best to help, but once an order has been processed, packed, or shipped, we may not be able to cancel or make changes.

16. Product Sensitivities

Ecolibra products are made with thoughtfully selected ingredients, but individual sensitivities can occur.

Please review all ingredients before purchasing and patch test before full use, especially if you have sensitive or reactive skin.

We cannot accept returns on opened or used products due to scent preference, texture preference, personal sensitivity, or individual skin reaction.

If irritation occurs, discontinue use.

17. Questions

If you have questions about shipping, returns, or your order, please contact us:

Email: support@ecolibraskin.com
Location: Manchester, Connecticut, United States