Q: How Do I Place Orders?

A: We accept orders by fax only for all new and existing clients. You may fax your order form to (541) 688-2222. Once your order is ready to be shipped we will send you a tracking number to the email address you provide on the order form.

Q: Why do I need to provide my State Resale, State License, or State Registration Numbers to you?

A: Because our policy is to provide prices and minimums directly to businesses only (not to consumers). This policy helps to ensure privacy for our current clients. If your business happens to be listed as a sole proprietorship it may be necessary that you supply a faxed copy of your registration.

Q: What If This is My First Order?

A: If this is your first order and you have any questions regarding our terms or our policies, please check with us in writing via fax (541-688-2222) prior to placing your order. Once you place an order with us you acknowledge that you have read and accept all of our terms and conditions.

Q: Do You Offer Backorders?

A: No. Bon Santē does not backorder items. If we are out of a stock product your invoice and/or packing slip will reference that out of stock item. Please re-order the item at a later date.  

Q: How Do I Cancel An Order I Placed?

A: Once you have placed your order and if you decide you want to cancel it, your cancellation notice must be received via fax and within 2 days (48 hours). Sorry, but there are no exceptions to this policy. Please check your order over carefully!  We cannot cancel or change an order after it has been sent to processing. No exceptions. We highly stress that you review and consider your order carefully before completing the ordering process. 

Q: What Types Of Payment Do You Accept?

A: Payment is expected at the time you place your order. Bon Santē currently accepts Wire Transfers (for large volume orders) Visa, MasterCard, and Money Orders. Sorry, no COD's.  Once established with us we may also allow payment via check, but your check must have your business name imprinted on it.

Q: What If My Check Is Returned For Non Sufficient Funds?

A: Any returned check will incur a $25.00 fee. No exceptions. We reserve the right to not ship a new order if previous order(s) have not been paid in full.

Q: How Long Does It Take To Ship My Order?

A: Our products are made fresh. Small orders may take up to 12 full business days to leave our facility. Holiday seasons may require additional time. Large orders can take up to 4 weeks or more before they are shipped.

Q: What If My Shipment Arrives Damaged?

A: If you receive merchandise that has been damaged during shipment, we must be notified within 2 days (48 hours) of receipt of your order. As soon as we are notified we will be happy to re-ship your product, but you will be charged again for the cost. It is your responsibility to file a claim with the shipper and receive reimbursement. It is also important that you keep the damaged box and all contents for inspection to prove your claim. UPS and Federal Express must have this in order to approve a damage claim.

Q: Damage Shipments Due To Bad Weather

A: If you are placing a skincare or makeup order with us and in or near your delivery area you are experiencing severe weather conditions including hot, humid or freezing temperatures we recommend you ship all products via overnight delivery. We cannot be responsible for weather conditions and will not replace your products if it is not due to our error. We're sorry, but poor or extreme weather is out of our control and we cannot give refunds or even exchanges.

Q: What Is The Return Policy?

A: Due to the nature of the products we sell, we will only accept returns from businesses for unused private label orders that are damaged or defective caused by our error. Bon Santē must be contacted within 2 days (48 hours) of receipt of the order. A return authorization number must accompany all returns. No cash refunds are available. No exceptions. Authorized return(s) will be credited to your Bon Santē account (minus shipping charge & handling fees). This credit-on-file may be applied to future purchases. We strongly encourage you to request the smallest order size available so you can try a product before purchasing in larger quantities.  

Since we are manufacturing the products you ordered to your specifications and for your use we will not issue any refunds to you for any reason, except those listed above, which require a return authorization from our company. We're sorry, but there are no exceptions to this policy.

Q: Refused Shipments

A: We charge a 75% restocking fee for shipments refused, not accepted, not claimed or returned to us by the shipper (an unauthorized return). If you are expecting a package, please be available to accept it. If you refuse your package, we will call to make arrangements for re-shipment (additional shipping charges will apply). In the case that an agreement cannot be reached regarding your returned shipment, we may credit your payment back to your payment method or issue you a check less the 75% restocking fee, handling fee and shipping charges. We urge you to review and consider your order carefully before completing our order process. If you are unsure about your order, please call us for assistance. This policy does not apply to damaged shipments.

Q: Do You Allow Internet Sales?

A: Retail sales on the internet using our Bon Santē corporate name or our Bon Santē trademark name is not allowed without prior written approval. This policy does not apply to private label products (using your business name and your product names). Selling our items (regardless of the brand name they may be sold under) on auction type web sites is prohibited.

Q: What Types Of Packaging Do You Offer?

A: We offer an attractive array of packaging for all types of businesses including various types of glass, acrylic, and plastic. At the time of your order you will be able to select your preferences for packaging. If you have custom containers and would like us to fill them for you we can, in most cases accommodate you, but you will be required to purchase larger quantities than are standard minimums. Please send a sample of each of your containers and we will call you to let you know the cost of the filling. Restrictions may apply.

Q: Do You Supply Labels?

A: Yes. For private label orders we can prepare labels for you however, you are ultimately responsible for their content. Once we have set up your labels you must re-order from us within every 6 months to keep your design active in our files or you may be subject to additional charges. Once we setup your labels if you make any change after approving the original design there is a re-design charge to make your changes. We do not offer "ingredient only" labels.

For private label orders if you design your own labels you must comply with all federal, state, and local cosmetics labeling and packaging regulations. You will need to check with the FDA on an on-going basis for their current cosmetic labeling requirements. Also, since we reserve the right to make minor changes to our formulas from time to time, please check back frequently with us via email to ensure you have updated ingredient lists for each product you are purchasing. We recommend checking in with us each time you place an order. We also recommend that you place lot numbers on all of your labels or packaging.

Q: Can You Help Me With Brochures and Logo Design?

A: Yes. For private label orders we offer custom brochures and logo design, but these services cost extra.

Q: What Is The Shelf Life For Your Products?

A: Depending on the ingredients in each product the shelf life is approximately one full year from date of purchase. Keep in mind that unlike some manufacturers (especially those that sell in bulk) we have chosen to add only the industry standard levels of preservation. 

Many factors can contribute to early product deterioration and some suggestions we have for ideal storage and use are 1) Once your products arrive at your location store them at 68 to 72 degrees and do not subject them to extreme temperatures for any reason. Do not expose them to extreme light, any dampness or bright sunlight. 2) Have your products shipped during normal temperatures only. If there are excessive temperatures in route to your address and you need purchase products because your are out of stock ask that your products be shipped via overnight, 2 day or 3 day delivery instead of ground. 3) If during normal temperatures shipping via ground will take longer than 5 consecutive business days for your products to arrive we suggest always shipping them via 3 day instead. This will prevent your products from staying over the weekend in an unknown environment. 4) During actual use it is best to wash hands before touching and applying a product. 5) Once a product has been opened it should be used on an ongoing basis until there is no product remaining. The older a product becomes the weaker the preservative system is. 6) If any person using a product has been recently diagnosed with any type of an infection and that product may have come into contact with bacteria discard the product immediately.

Q: Can I Purchase Products in Bulk?

A: Yes. If you would like to purchase in small bulk sizes and package products at your location that option is available to you, but please understand that you need to take full responsibility for properly handling, storing, packing, re-packing, distributing, altering, and labeling of each product. If you do not have experience in handling bulk sizes and filling your own containers please purchase products that are already packaged in retail size jars and bottles.

Q: Do You Offer Treatment Sizes?

A: Yes. If you need professional sizes for treatments in a spa, salon or medical facility we will be happy to supply them for you, but you are required to also purchase our packaged retail-size products. We do not offer "back room only" products.

Q: Are There Any Important Product Cautions and/or Warnings for Use?

A: Yes. All products are for external use only, for adult use, and should be kept out of reach of children. Do not use products on broken or irritated skin and avoid getting products into eyes or mouth. If contact does occur, rinse thoroughly with water.

If you (or your customers) have any medical conditions including, but not limited to pregnancy, heart disease, high blood pressure, or diabetes please check with a licensed physician to see which essential oils and other ingredients are appropriate for use. 

Please remember that not all skin care products are suitable for everyone. We suggest that you do not purchase a particular product if you are not sure of its suitability for your skin or your customer's skin. Our products are very concentrated and some ingredients we use may increase skin's sensitivity. Private label and wholesale clients are solely responsible for determining whether a product is suitable for their own use or their customer's use. See additional patch test information directly below.

Q: Should I Test Your Products On My Skin Before Initial Long-Term Use?

A: Yes. We strongly recommend that you and all of your customers perform a small patch test before initial long-term use of all our products. We have some general guidelines listed below for patch testing, but we also recommend that you check with an appropriate licensed medical professional for additional guidelines.

To perform a patch test apply product to the skin behind one of your ears or on the inside of your wrist, do not rinse off. You may even wish to cover the area with a band-aid in order to keep the area dry. Frequently check where you applied the product for any sign of irritation or redness during the next 24 to 48 hours. If, while checking that area there are signs of any type of irritation or redness, rinse product off with cool water immediately because there is a possibility that the product you're testing is too strong for your skin type. If irritation persists after removing the product, please see your doctor right away because you may be having an allergic reaction.

We recommend a patch test each time you purchase or re-purchase products.

Remember to patch test only one product at a time.

A: Yes. Some of our products may contain exfoliating ingredients such as wax beads, aluminum oxide crystals, or alpha hydroxy acid (aha) that may not only increase skin's sensitivity, but also increase the possibility of sunburn. Read the ingredients carefully for each product and when necessary use appropriate sunscreen as recommended by a medical professional. Be sure to limit sun exposure while using these types of products and continue to limit sun exposure for a week after use has been discontinued.

Q: Do You Test On Animals?

A: No, we do not test products on animals, so our products are considered cruelty free. Our products are only evaluated by people (volunteers) and those product evaluations are kept on file.

A: No, our facility does not have the capability to perform clinical trials and we have not submitted any of our products to any outside human "clinical trial" laboratories to substantiate efficacy, spf (sun protection), claims support, short-term or long-term safety.

                                (Additional information can be found on our Terms page)