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Customer Support

Shipping and Delivery

Orders are currently processing in 1 to 2 business days.

All packages are shipped via the United States Postal Service (USPS). Once your order is packed, an email will be sent to you from Pirateship.com with your tracking information. We currently ship to the United States and select countries. We are not expanding the number of countries we ship to at this time.

We are not always able to refund or replace stolen packages, so please ensure that your package is delivered to a safe location. 

If temperatures are between 75 and 95 degrees in your area insulated shipping will keep your butters from melting. In the rare case they melt even with insulation we offer a refund or replacement. If temperatures are over 75 degrees and you select regular shipping, we assume you’re okay with receiving melted butter. If you want whipped, unmelted butter we don’t recommend purchasing when temperatures are consistently over 95 degrees. Even with insulation they will likely melt.

Insulated packages contain cold packs and are shipped in silver heat-resistant mailers. They are frozen for 24 to 48 hours before post office pickup. (This is why tracking numbers do not automatically update.)

You might find when you open the package that it is cool inside, but the cold pack isn’t frozen. That is because it thaws during transit.

While the insulated mailers and cold packs can get our products to your doorstep in good condition, they cannot keep packages at a chilled temperature if they are left in a hot mailbox or doorstep. The complaints we receive about melting most often occur when a package has been collected at the end of the day after it has been sitting in the sun or an outside mailbox for hours.

To prevent product melting:

1. Watch your tracking number closely. Arrange to have your package collected by someone as soon as it is deposited in your mailbox.

2. Have your package delivered to your workplace. Quite a few of our customers do this to ensure they can collect their package as soon as it is delivered. Most workplaces have air conditioning and indoor mail collection.

3. Have your package shipped to someone who is at home during the day.

4. Have your package shipped to a PO box within an air conditioned mailing facility.

No. If there are errors in your order send an email to leila@bglh-marketplace.com and we will cancel it.

If a tracking number hasn’t updated in 2 weeks we presume the package to be lost and issue a refund. Send an email to leila@bglh-marketplace.com to get the process started. Keep in mind that insulated packages freeze for 24 to 48 hours before being picked up by the post office, so those tracking numbers begin moving later.

We are unable to ship orders that were designated for in-store pickup. If you requested in-store pickup in error, notify us and we will refund and cancel the order. Orders not collected within 2 months will be canceled and refunded.

Refunds and Replacements

We ship replacements or issue full refunds for incorrect orders and spilled/damaged product. To receive a refund or replacement just email photos of the spilled/damaged/incorrect product to leila@bglh-marketplace.com. We  may ask you to mail back what you received. In that case we will cover the cost of shipping with a prepaid shipping label. 

We are not always able to offer refunds or replacements for stolen packages so please ensure your package is delivered to a safe location. We do not do signature confirmations for package delivery. 

We ship all of our packages through USPS and on rare occasions there will be slow delivery. If a package appears to be lost in the mail, we wait 2 weeks from the last USPS tracking update before issuing a full refund or sending a replacement.

Because our whipped butters are handmade, there is some variation in volume between batches. Some batches do not whip as high as others, and thus do not fill the container all the way to the top. This is rare, but it does not mean that you have received less, as the weight of product placed into each container remains consistent.

We do not re-ship or refund melted product when regular shipping is selected because the butter is still effective and usable. If your product arrives to you melted simply put it in the fridge until it hardens. Then put it in a cool room and let it come up to room temperature. It will have a denser texture, more the consistency of a cream than a whip. 

Melted products sometimes lose volume because air bubbles have escaped, so it will appear lower in the container, however the weight of the product is consistent with what is on the label. If you selected insulated shipping and your product arrives melted, we offer a partial refund (if you choose to keep it), or a replacement or full refund (if you choose to return it, we will send a prepaid label.

Unfortunately we cannot exchange products if a customer does not like the scent.

Sometimes products melt in transit, if this happens with non-insulated shipping we do not offer any refunds or replacement. However if this happens with insulated shipping we offer a partial refund, full refund or a replacement. This happens most frequently in the hottest months of the year (June through August).

The good news is that butters are still usable, absorbent, non-greasy and have all the amazing benefits for hair and skin — even in a melted state. Put them in the fridge and let them solidify, then set them out in a cool room so they can come up to room temperature. They will have more the texture of a cream than a whip, but still have a nice absorbent feel and can be used normally.

There are two different severities of melting. A light melting will make the product look bubbly, but retain the volume. You will notice in these pictures that the volume of the product is still high and rises to the top of the container. This suggests that not a lot of air bubbles have escaped in the melting process and the product has retained its whipped texture. We do not offer refunds or replacements for this kind of melting.

A heavy melting occurs when the product loses significant volume during melting due to a loss of air. It is important to note that a. the butter has not evaporated (this is physically impossible) and b. the weight of the butter has not changed. What has been lost are the air bubbles that are whipped into the butters to make them rise. We offer partial refunds or replacements for orders that arrive this way IF INSULATED SHIPPING WAS SELECTED.

While the insulated mailers and cold packs can get our products to your doorstep in good condition, they cannot keep packages at a chilled temperature if they are left in a hot mailbox or doorstep. The complaints we receive about melting most often occur when a package has been collected at the end of the day after it has been sitting in the sun or an outside mailbox for hours.

To prevent product melting:

1. Watch your tracking number closely. Arrange to have your package collected by someone as soon as it is deposited in your mailbox.

2. Have your package delivered to your workplace. Quite a few of our customers do this to ensure they can collect their package as soon as it is delivered. Most workplaces have air conditioning and indoor mail collection.

3. Have your package shipped to someone who is at home during the day.

4. Have your package shipped to a PO box within an air conditioned mailing facility.

It is very rare that this happens but unfortunately it does happen a few times throughout the summer. Send photos to leila@bglh-marketplace.com. You may return the butter for a full refund or replacement, or keep it and receive a partial refund. If you choose to return it we’ll cover shipping with a prepaid return label.

Product FAQ

Our whipped butter is absolutely still usable, fragrant and effective even when melted. It won’t go back to a whipped texture (unless you whip it yourself with a hand mixer) but it will still be spreadable with the texture of a soft cream. If your butter arrives melted just put it in the fridge and let it harden, take it out and let it come up to room temperature.

No. We whip a lot of air into our butters so when they melt the volume goes down because the air bubbles escape. But the weight of the product is the same and it will last the same amount of time.

Nope! It got a little warm in transit but if it’s still high up then that means the air we whipped into it is still there. So you’re good to go!

Send photos of the damage to leila@bglh-marketplace.com and we will process a refund or replacement.

All of our butters are whipped in the same way. We use the term ‘blended’ to specify the whips that have two or more butters in the base. Products referred to as ‘whipped’ have just one butter in the base.

Each butter contains ingredients that reduce scarring and blemishing in skin so they’re all good for that.

All our butters are formulated to smooth, soften and reduce inflammation in skin so they’re all good for that.

Absolutely. Most of our customers do. The most popular uses include: locking in moisture after a wash/condition, gently defining curls, smoothing and softening hair before styling and providing definition in braids, twists, braid outs and twist outs.

Mango butter comes from the seed, not the flesh of the fruit, so it does not smell like mango fruit. We include this note on all Whipped Mango and sample pack listings, but sometimes customers miss it.

All of our butters are scented with essential oils, plant extract, coconut oil or cocoa butter. We don’t use synthetic fragrances so our butters are not designed to be an alternative to perfume. However they are incredibly fragrant and their scent transfers onto skin and hair.

All our ingredients are food grade and our butters contain no synthetic chemicals. So yes, they are very gentle.

Unfortunately no. We only do refunds or replacements for damaged or compromised products, and incorrect orders.

 

Wholesale and Bulk

We are always happy to fill large orders! Our current wholesale rate is 50% off for orders of $600 or more, and we can complete these in 5 to 7 business days. If you are interested in buying wholesale, email leila@bglh-marketplace.com. If you just love our products and want to buy in bulk, enter coupon code BULKBUY at checkout for 25% off orders of $250 or more.

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