FAQs

Is your product vegan?

The third ingredient in all of our balms is beeswax.

Are your products cruelty-free?

Yes.

Are your products 100% natural?

The base for all of our balms is 100% natural, however our No. 2 balm is made with less than 0.05% of a synthetic colorant.

Is the synthetic colorant safe?

Yes, it is FDA approved for food grade as well as cosmetics.

Where is your product made?

We hand-make everything in small batches here in Portland, Oregon, USA.

How do I care for my balms and oils?

To keep our products simple and maximize their emollient properties, we do not add any stabilizers or preservatives. We recommend using Olio balms and oils within one year and keeping balms stored below 76 degrees.

I received a damaged product, how should I proceed?

If there is an issue with an item, please let our customer service team know by sending a note to customerservice@olioeosso.com as soon as possible. We will resolve any problems as quickly as we can—please include as many details as possible.

What forms of payment do you accept?

We accept PayPal and all major debit/credit cards (with the exception of Laser from Ireland, Diners Club/JCB).

I emailed customer service but haven’t heard back yet. why?

Olio e Osso is based in Portland, Oregon, USA and our hours are Monday - Friday 9am to 5pm PST. We aim to respond to all inquiries within 48 hours, so hold tight—we’ll get back to you.

 

Shipping & Returns

Orders can take up to 2 business days to be processed and shipped. If there’s any delay in your shipment, or if an item is temporarily out of stock, we’ll let you know right away via email or telephone. If your order includes backordered items, your in-stock item(s) will be held until all items become available. Once an order has been shipped, we are unable to amend the order.

After a package has left our shipping facility, we are no longer responsible for the package.  Please contact your local postal service facility for more information (USPS 1-800-222-1811).

 

We do not ship to PO Boxes.

We do not ship on the following major holidays:

  • New Year’s Day
  • Presidents’ Day
  • Memorial Day
  • July 4th
  • Labor Day
  • Thanksgiving (Thursday & Friday)
  • Christmas Eve
  • Christmas Day
  • New Year's Eve

 

United States

U.S. Standard Shipping (orders over $50), 2-7 business days, free.
U.S. Standard Shipping (orders under $50), 2-7 business days, $5 - $10
U.S. 3-Day Shipping (3 business days), $25 - $45

Orders are shipped via UPS and USPS. If a shipment has been delivered, but it’s not in your hands, the responsibility is yours. So check with a neighbor to see if they signed for you. If you refuse to accept a delivery, you are responsible for the original shipping charges and the cost of returning the package to Olio E Osso.

Canada

Standard shipping (3-10 business days), flat rate of $25 USD for all orders. We do not offer expedited shipping to Canada at this time.

International (countries may vary)

All packages shipped via USPS, cost calculated at checkout.

First-Class Package International Service (may take up to 4 weeks)
Priority Mail International (6-10 business days)

Packages sent by First-Class Package International Service are not insured and customers are responsible for filing claims for lost or stolen packages with their local postal service.

 

Duties & Taxes

A sales tax will be charged on the merchandise total, where applicable. Taxes are calculated according to shipping destination and itemized on the Order Summary page.

Please note, all international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authority. Please check your local customs website for more information.Once your package leaves our shipping facility, we are no longer responsible for the package.

 

Return Policy

We do not accept returns at this time.

 

Exchanges

We do not accept exchanges at this time.

 

Receiving a Refund

We do not offer refunds at this time. Please contact our customer service for details, customerservice@olioeosso.com
We will issue a replacement in the case of faulty or damaged items. Please contact our customer service customerservice@olioeosso.com.