Troubleshooting This Product:
Natural products vary in viscosity from batch to batch. The normal viscosity of our body scrub at room temperature is that of a thick paste. This product is emulsified to help reduce separation and leakage. However, temperature fluctuations both in transit to you as well as in your home or storefront will affect the viscosity of this product. To adjust the product viscosity to your preference review the following handling tips:
- Product is too stiff/thick: This issue is most common in colder temperatures since UPS and USPS do not use temperature controlled vehicles. Often times, the product will become less stiff as it adjusts to room temperature. Allow product to sit overnight at room temperature before attempting any adjustments. You can adjust the viscosity of the product by adding a small amount of one of the base oils (sunflower oil, rice bran oil or jojoba oil) combined with an equal amount of Polysorbate 20. The more oil/polysorbate blend that is added, the "looser" the product will become. Do not attempt to heat the base in a microwave or on a stove top as this can render the preservative ineffective.
- Product is too runny/thin or has oil settling on top: This issue is most common in warmer temperatures since UPS and USPS do not use temperature controlled vehicles. Often times, the product will become more stiff as it adjusts to room temperature. Allow product to sit overnight at room temperature before attempting any adjustments. You can adjust the viscosity of the product by adding additional organic sugar. The more sugar that is added, the "stiffer" the product will become. Do not attempt to cool in a refrigerator or freeze the base as this can render the preservative ineffective.
Custom Product Return Policy
Returns are not accepted for any reason once the custom product formula has been processed. Due to the nature of natural ingredients, there can be slight variations in color, viscosity and scent of all bases from batch to batch. These changes are NOT grounds for a return. BathBodySupply.com sells wholesale only and all sales are final. Due to the nature of our products, we are unable to accept returns and still guarantee purity of product to our customers. Products will be replaced or credited to your online account only, never refunded, and only in the case of a shipping error on our part or damage during shipping only once a claim has been issued by the freight carrier, not for accidentally ordering the wrong product, not liking the color, feel, viscosity, scent or any other physical aspect of the product or shelf life issues that may occur to pre-approved naturally preserved products or products that you alter in anyway or stored incorrectly causing separation or damage to the product shelf life.
If we make a mistake, then we will immediately reproduce your product and will ship it to you via the originally requested method of transport. Please do not ask us to Overnight your product when you only originally paid for ground services.
Note: Cancellations, if allowed can only be done if we have not already started making your product or have not pre-ordered any required ingredients. Once production has begun, we cannot cancel, credit or refund for any reason.
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