Customer Care

Essentials by Catalina

We would love to talk about soap and the newest cosmetic ingredients all day, but sometimes you just want to know more about the day to day functions over here at Essentials by Catalina. This customer care section is devoted to questions that commonly arise about our policies and operational methods. If you cannot find your answers below, in the links in the side bar, or in our knowledge base, please don’t hesitate to reach us via one of the methods below.

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An item I want is out of stock, what can i do?

One of the downsides of offering such great products is that sometimes they disappear quickly, not leaving a single gallon or case for others. Luckily, if the product is a “Stock Item”, we should have more ready to ship as soon as possible. You can be notified via email when an out of stock item is available again by going to the product’s description page and clicking the “Sign up to get notified when this product is back in stock” link. Click here to see all your Stock Subscriptions.

How can I order samples?

Samples can be ordered by clicking on the “Configure / Add to Cart” button on a product’s description page and clicking on the “Samples” button on the configuration box that appears. See the image for an example of how this might look. All options available when ordering that product will be available when ordering a sample of that product.
An example of how a sample is typically offered for a product.
Samples are not offered for every product, such as bath accessories, fragrances or essentials oils. Unfortunately, due to the volume of requests, cost prevents us from offering free samples. We do not accept returns on samples.

Can a base be ordered in containers larger than gallons or pails?

All bases are available in 55 gallon drums at a greatly reduced price per gallon. For quotes and more information about ordering drums of bases, contact us via phone or email.

Is credit card information kept?

No. Credit card information is automatically deleted once your order is processed. You will have to enter credit card information with every checkout. General customer information is stored in our system to make it easier for you to reorder.

Can I come to your location and shop or pick up an order?

While we do not have a store front, our manufacturing facility is open for will call pick up by appointment. Will call orders must be placed online 24 hours in advance and paid in full. Please allow 48 hours for orders containing customized bases. This allows our staff to pull, package, and customize your product. Once an order has been placed, paid and sent to the warehouse, it cannot be modified. Appointments can be arranged by selecting “Pick Up @ Warehouse” shipping option when checking out and selecting a preferred pick up day and time during our operating hours of 9am – 5pm Monday through Thursday. We are closed between 1pm and 2pm for lunch. The “Pick Up @ Warehouse” option will populate with apt dates and times that fit our operating hours and our Will Call Pick Up policy

Will you accept a non-US credit card?

Unfortunately, we cannot accept non-US credit cards. Payments accepted on non-US orders are via bank transfer, Western Union, or PayPal – as long as the freight forwarder is listed as a confirmed PayPal address. Customs and duty fees are not included and it is the customer’s responsibility to pay.

Do you export to other countries?

We do not export directly. However, you are welcome to place an order and have it shipped to a freight forwarder. We recommend that the import restrictions, customs, and duty fees are of the destination country are researched. Click here for more shipping information

Can I avoid paying for California sales tax?

Applicable sales tax will be added to all purchases shipping within California. If you have a seller’s permit for tax exemption, you can file your permit with us by filing out a General Resale Certificate (BOE-230) and emailing the certificate and your seller’s permit to us at or faxing it to us at 951-674-4408.

I made a mistake on my shipping address. Can you fix it?

Please review your shipping address before placing your order. Address corrections for missing or incorrect information will incur a $15.00 UPS intercept fee, as well as a return shipping cost if the order is returned to us.


At Essentials by Catalina, we believe in sourcing the best quality ingredients and enforcing a strict quality control policy. We formulate, source materials, and manufacture at our in house facilities. It doesn’t matter if you are making soaps in your kitchen, running a chain of successful salons, or growing a worldwide hair care brand, we are here for you when you need us.


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