Please Note: Due to the fact that the Canadian and US businesses are separate companies, We produce a Canadian priced catalogue and a US priced catalogue along with a specific site for each country in its own currency (CANADA - www.lushcanada.com and USA - www.lushusa.com ). You are free to browse either site but you can only order on the site serving your region (i.e: a Canadian destined order can only be ordered on our Canadian site)

We use UPS to ship our products to the US and they cannot deliver to a PO box address. Therefore we can only ship to a physical address and apologize for any inconvenience this may cause. Under special circumstances we can ship via USPS but these shipments cannot be tracked and, therefore, we cannot guarantee successful delivery on these shipments. For further information please call our toll free order desk at 1-888-733-LUSH.

What determines the time it takes to get my LUSH Goodies?

LUSH Fresh Handmade Cosmetics is more than just a name. Our products are fresh and handmade and use the most natural raw materials available - think of your local supermarket and you'll get the idea. We do not keep a significant amount of Finished Good Inventory on-hand at any one time and we date our product so that you know that it's fresh. True, we could fill your orders more quickly if we kept all of the products stocked at all times but that would mean you wouldn't be getting the freshest possible product and we wouldn't be living up to our reputation as purveyors of fine fresh handmade cosmetics.

Order Processing and Shipping Times

All order payments are processed the next business day (subject to credit approval). Following successful payment approval, we strive to have your package shipped as quickly as possible but due to the fresh nature of our product, this can take up to 4 BUSINESS DAYS. Please review the table below for approximate processing and shipping times. If you have any questions about this policy, please call us at 1-888-733-LUSH. Please note that the delivery times quoted are based upon normal business volumes. During times of heavy volume (think Santa!), all services can take up to five (5) business days longer. Please note Hawaii and Alaska are only available via Express shipping - no ground service is available. Business days exclude weekends and holidays.

Order Cancellation and Changes

We do not normally accept order cancellations or changes once an order has been processed via our web-site or by phone. If you email us with instructions to cancel your order, we can make no guarantee that this cancellation will be processed as requested. If you have a question about your order, please contact us at 1-888-733-5874 and quote your order number.

Return Inquiries

If you have any questions or concerns about your order, please contact one of our Customer Care Representatives at 1-888-733-5874. Do not return your products until you have spoken to a Customer Care representative and received a return authorization. If you qualify for an online credit, exchange, or refund, shipping and handling fees are non-refundable.

New USPS Regulation

Due to "Heightened Security" measures all packages over 16 oz. going to an APO/FPO address will be returned to sender if they are not presented in front of a USPS clerk.* *Since we ship all of our packages from Canada, we can not comply with the USPS regulations, resulting in return of the packages going to an APO/FPO address. Therefore as per our shipping carrier's recommendation we will not accept any orders going to an APO/FPO address. As an alternative customers can provide us with an continental US physical mailing address (no PO boxes), to which we can deliver . We are sorry for the inconvenience.

US Food & Drug Administration (FDA) Policies

Given the Heightened Security mentioned above, the FDA is increasing its scrutiny of packages shipped across the US border which contain natural and fresh ingredients. For those packages held at the border under FDA review, a charge is levied for release and UPS has made a decision to pass this charge onto the customer awaiting the shipment. LUSH cannot assume responsibility for these additional charges nor cannot it be held responsible for any delay in delivery resulting from the execution of FDA policies.

Shipping Charges

All Shipping charges are based on the type of service selected, the weight of the shipment and the delivery destination. Not all services are available to all areas. Please note, Hawaii and Alaska are only available via EXPRESS shipping – ground service is not available.  

Tax and Duties

All customers from British Columbia will be charged 7.5% PST and 6% GST. Customers from all other provinces will be charged 6% GST. There is no tax on the orders going to the USA.

US Customs may levy an import duty on certain items in an order valuing more than a total of USD $200 (excluding shipping cost) but THIS DUTY IS PAID FOR BY LUSH AND YOU SHOULD NOT BE CHARGED FOR ANY ADDITIONAL FEES OR DUTIES! Unfortunately, US Customs requires that we collect the Social Security Number or Tax ID for customers placing an order of $200 USD or over under section 321 of 1931 US Customs Act regardless of the fact that LUSH will pay any duties assessed.

Shipment Tracking

Shipment tracking is a service provided by the carrier chosen for the delivery of your package. Each carrier assigns a unique tracking code to your package once that package is recorded as being in their system, i.e. has actually left our distribution warehouse. LUSH is given access to these tracking codes by the carrier once a package is shipped. Until the carrier assigns these tracking codes, LUSH cannot provide you access to tracking codes. Our system will automatically send you an email with your tracking number, however, these are sometimes not activated by the carrier until up to 72 hours after you receive the email.

Special Instructions for Delivery

LUSH cannot accommodate special instructions for delivery such as leaving at the side-door or leaving with the concierge that are entered by customers in the comment field of the orders. Both UPS and Canada Post do not accommodate these special instructions and LUSH is bound by the services provided by each courier. Please do not enter delivery instructions in the comment field of the order as these will not be taken into consideration when your packages are shipped.

Change of Shipping Address 

UPS Shipping Policies / Terms and Conditions of Service

For shipments to the US, we use the services of UPS. As such, we are bound by the terms and conditions of their service. We would like to bring your attention to the following specific terms of this service:

Special Instructions for Delivery

UPS cannot accommodate special instructions for delivery such as leaving at the side-door or leaving with the concierge LUSH cannot be responsible for providing UPS with special instructions for delivery that are entered by the customers in the comment field of orders.

Deliveries Attempted Three Times without Extra Charge

UPS attempts to deliver a package three times. If on the 3^rd attempt, delivery is unsuccessful, UPS will send a postcard via U.S.P.S. to the receiver notifying them of the package and the attempted deliveries.

Special Handling of Undeliverable Packages

International shipments refused by the consignees, or which for any other reason cannot be delivered, will be held, and UPS will attempt to contact the shipper for further instructions. The shipper will be responsible for payment of all charges, including, but not limited to, forwarding, disposal, or return transportation charges, as well as any duty and tax, if applicable.

In addition, keep in mind that UPS does not reimburse us for frozen or melted product or any damaged liquid product (perfumes, liquid shampoos, and shower gels). If you live in an area prone to freezing temperatures, you should ensure that there is someone at your shipping address to accept the package. LUSH does not accept responsibility for products that are melted or frozen after they leave our warehouse.

For a complete list of UPS Terms and Conditions, please click here