Frequently Asked Questions
How do I place an order?
LATHER orders can be placed directly with us via our hospitality website www.latherhotel.com. Simply login with your assigned credentials, select the items you’d like to order and check out. Orders can also be sent via email to email@example.com.
How do I know my orders been placed?
Once your order has been received and processed, we will send you an email with confirmation that your order was placed.
How do I track my shipment?
Once your order has shipped, we’ll send an email with tracking information. You can also look up your tracking information by logging into your account and selecting the order.
Where do you ship from? Where is your warehouse located?
LATHER logistic centers are strategically located throughout the US for shorter lead times, more efficient shipping and reduced environmental impact. Our mainland warehouse facilities are located in Ontario, CA, Las Vegas, NV, Lithia Springs, GA and Scranton, PA. We also have warehouses in Honolulu and Kona Hawaii.
What is the delivery lead time I can expect for my order?
Standard delivery is 4-7 business days.
Expedited delivery is 2-3 business days.
Can I pick up my order from your warehouse?
Yes, we are happy to make arrangements for you to pick up your order at one of our warehouse locations.
Can I make changes to my order after it’s been placed?
Orders received Monday through Friday before 12pm local time zone will be placed that same day and ship out the following day. If we are notified about an order change the same day, we can implement those changes. However, if we are not able to accommodate your order changes, we accept returns for a minimal fee, plus shipping.
What if I need my order expedited?
We are happy to work with you on expedited shipping options. Please select expedited shipping when placing your order, and contact our team directly at firstname.lastname@example.org to let us know when the product is needed by.
Why is my order shipping by freight?
The type of carrier selected for your shipment will be based on order size. If your order is over 12 cases, it will be palletized and shipped via an LTL freight carrier. If your order is 12 cases or fewer, it can ship via UPS or FedEx.
How long will it take to receive my invoice?
LATHER invoices are sent within 7-10 business days after delivery of product.
How do I contact customer service?
We are always happy to be of assistance! Reach out via emailing by contacting our customer service team at email@example.com, or call us at 626-397-9050 and selecting the hotel department (extension 2).
I forgot my login and password. How can I access this information?
We can help with that. Please email us at firstname.lastname@example.org.
What is the shelf life of the product?
LATHER Hotel amenities have a shelf life of approximately 24 months. Once opened, our products will last from 6 months to one year.
Do you test your products on animals?
We never test on animals, nor will we work with labs that conduct animal testing. LATHER is a proud member of PETA (People for the Ethical Treatment of Animals), and we are listed in their annual Shopping Guide for Caring Consumers.
What is the difference between Vegan and Cruelty-Free?
Vegan refers to products, food or a lifestyle devoid of any animal-derived substances. Unlike vegetarians, vegans do not allow any animal by-products including milk, eggs and honey. People following a vegan lifestyle rely on only plant and earth-based substances, as well as products that are cruelty-free (not tested on animals). LATHER is a certified cruelty-free brand. All of our hotel products are vegan (excluding the Quiet Night Balm which includes beeswax), and many of our retail products are vegan. To determine if a product is vegan, it should not contain any animal ingredients or animal by-products such as:
Bee-derived such as honey, beeswax, royal jelly, or propolis.
Milk-derived such as milk proteins.
Carmine, a natural colorant made from beetles.
Lanolin, from wool.
Are your products gluten free?
The majority of LATHER Hotel products do not contain ingredients that naturally contain gluten. However, our exfoliating body soaps contain oats which are processed in facilities that have wheat ingredients. There is a very small chance for trace amounts of gluten in these specific products.
Are your products organic?
No, we consider our brand to be natural.
What’s the difference between natural and organic?
There is no official standard for the word “natural”, as it’s not a regulated term. At LATHER, we define “natural” as products formulated with high levels of ingredients derived from nature. The majority of these natural sources are plants, though minerals are also used. We do not include ingredients such as Parabens, Sulfates, Phthalates, Mineral Oil, Petrolatum, Synthetic Fragrance, Synthetic Color, Formaldehyde Releasers (i.e. DMDM Hydantoin, Diazolidinyl Urea), DEA/TEA, BHA/BHT, Microbeads/Polyethylene, Methylisothiazolinone and Methylchloroisothiazolinone. We also make sure that the natural ingredients we use are safe and gentle.
Organic ingredients are naturally derived and have been certified by a 3rd party to have been grown, harvested and processed in accordance with official organic guidelines of the country where they are produced. These guidelines prohibit the use of certain chemicals that can be harmful to the earth and the body. In order to call a skin or hair care product “organic” in the US, it should be formulated with at least 70% organic ingredients (excluding water) and not use certain ingredients of concern. Because the organic standard was created for food, many ingredients used in skin and hair care products are not available in organic form.
Are your products paraben-free? What is the difference between parabens vs. preservatives?
Parabens are a type of preservative, which are necessary for most personal care products. Without preservatives, liquids, creams, and gels could breed bacteria. They also help keep products stable over time to maintain the product’s texture, color and scent. Parabens are a commonly known and used preservative in body and skincare products, but have been linked to cancer, toxicities and skin irritations. LATHER does not use parabens or formaldehyde releasing preservatives in our products. We choose gentler, but equally effective alternatives to ensure product stability and safety.
Are your products free of sulfates?
Yes, LATHER’s products are free of sulfates, including Sodium Lauryl Sulfate (SLS), and Sodium Laureth Sulfate (SLES). We use gentle cleansing agents in our formulations that produce a soft lather that sweeps away dirt and debris, without over-stripping hair and skin.
What is the difference between perfume oils and essential oils?
Perfume oils are generally synthetic and have been created to smell like a specific plant, fruit or other aroma. Essential oils are obtained directly from the plant and offer many medicinal and aromatherapy properties when breathed in — they can uplift, relax or balance your mood. We use essential oils and other plant-derived substances to replace the need for harsh chemicals and artificial fragrances commonly found in other personal care products.
Can my guests purchase this product for use at home?
Yes, all LATHER hospitality products are available for retail sale at any of our retail stores or online at www.lather.com. We can also extend a wholesale relationship with your hotel should you be interested in carrying these products in your own boutique, spa or at the front desk.
Are your products recyclable?
Yes, LATHER products are recyclable. Please check with your local municipality for recycling options and requirements.
What is PCR?
PCR is Post-Consumer Recycled content or material in the form of paper, plastic, aluminum, etc. Using PCR helps keep materials out of landfills so that they can be used again in different forms. Collections made with PCR materials are recyclable and further extend the environmental benefits.
What is EcoPure®?
To learn more, visit https://www.goecopure.com/what-is-ecopure.aspx.
What is the benefit of vegetable ink?
We use soy-based inks for paper and carton printing, which are naturally low in volatile organic compounds (VOCs). Soybeans are also a clean renewable and sustainable resource, unlike the alternative petroleum or chemicals found in traditional inks. Soy ink is easier to remove from paper during the recycling process than oil-based ink.