Customer Service
Ordering Information
Returns
We want you to love our products as much as we do. So, if that’s not the case, products purchased from juniperridge.com may be returned for a full refund within 30 days.
To start a return, contact us using the form below and our Customer Service will initiate a ‘Return Authorization’ and provide you with return shipping instructions. Once we receive your return, a credit will be issued within 30 days to the original form of payment. Shipping charges are only refunded if the return is a result of our error.
We are not able to process returns for products purchased from one of our resellers (natural foods stores, wellness centers, spas, etc.), and we suggest you contact the store or reseller directly.
Promotional Time Limits
Discount codes, special offers and promotional prices are only valid within the time frame noted in our newsletter and social media pages. We cannot retroactively apply discounts to orders placed outside of noted time frames.
Shipping Information
We will ship your order within two business days. Once your item is shipped you will receive a Shipping Confirmation email with a FedEx or USPS tracking number. Most packages take between 3 – 7 business days to arrive within the continental U.S.
Please allow one week delivery time for all International Orders. International Orders are shipped via FedEx. Free shipping does not apply to international orders.
In March 2022, we updated our US Flat Rate shipping charge to $8 to reflect rising carrier costs. We continue to offer Free Shipping to US customers who spend $50 or more.
Shipping Issues
If you received a product different from the one that you ordered, we apologize. Please contact us as soon as possible, using the Contact Form or by replying to your Order Confirmation email. We do not assume responsibility for lost or stolen packages, nor for reimbursement or compensation of returned packages lost in transit, without proof of delivery.
Payments
We accept all major credit cards, including Visa, MasterCard, American Express, Discover, Diners, and JCB. We also accept PayPal and Venmo payments.
General Inquiries
I’m a store owner and would love to carry some of your items. How do I get more information?
Please check out our Wholesale page.
Where are you located? Are you open to the public for tours?
Both our offices and distillery are located in sunny Oakland, California. Unfortunately we are not open to the public.
Will you donate to our non-profit?
Juniper Ridge proudly donates 10% of profits every year to wilderness defense and related non-profit organizations. If your organization would like to be considered for our charitable giving, please contact us via our Donations page.
Are you hiring?
We are always looking to connect with quality folks who love what we do and are interested in joining the Juniper Ridge team. Use our Contact Form to send your resume along with a cover letter about why you’d like to work with us and some of the skills you would bring to the organization.
Product Frequently Asked Questions
Do you have free samples?
Our retail partners have testers at their shops so you can try out our fragrances. Check out our Store Locator to find your closest shop.
What is a Field Lab Item?
Field Lab is our seasonal wilderness perfume, and it defines the outer, experimental edge of what we do. Produced in extremely small batches, our Field Lab products tend to sell out very quickly… some within hours of their release! Guarantee you’ll be first in line for Field Lab products by signing up for our newsletter – you’ll be among the first to hear about these exciting products as soon as they are available.
My incense won’t light. Is it defective?
Our incense is made up of three simple ingredients: wildcrafted plant material, tree sap, and the wood stick. There are no artificial burning agents added to our incense, so from time to time a stick will burn out. Just re-light the incense using this technique that works for us 99% of the time: hold the stick completely vertical and pass the flame up and down the incense. Then really hold the flame on the end and that’s it!
Can I buy your products from a store in my area?
Probably! Check out our Store Locator, which includes a growing number of shops in North America and beyond that carry our products.
Why are your prices higher than other companies?
Harvesting and distilling our own fragrances is a little bit of a crazy undertaking from a cost perspective. Every bottle represents dozens of hours of hiking, foraging, and distillation, and we never cut corners on anything. Its takes 500 gallons of redwood needles, for example, to make a single pint of essential oil. Everything we do is organic, and we never use the cheap synthetic ingredients that fill department store perfumes. The results are gorgeous, and once you’ve experienced them, we think you’ll agree that it’s worth it.
Contact Us
We are a small team and always appreciate your patience. Our Customer Service team should respond to you within 2-3 business days.