Policies and Questions
Common Policies and Questions
An order may be cancelled if the order has not yet shipped. If the order has been shipped, no cancellations will be available. If the order has not been shipped but has been processed, a 25% restocking fee may be applied and deducted from your refund. No refund will be given for made to order items that are cancelled after they have been made. If you have a question about your order, please email firstname.lastname@example.org
Out of Stock Items:
If an item in your order is out of stock, our customer care team will be in touch to discuss a solution. We’re unable to back order items that are out of stock.
Purchases will be shipped by USPS from our soap kitchen in Westfield, Wisconsin.
When your order is shipped from our kitchen, we will send you an email to confirm your shipment - this email will include a tracking number and link to enable you to track your package.
The shipping and handling cost for your order is based on the total weight of the order. Orders are only shipped on business days: Monday-Friday, excluding legal holidays.
Processing times for stocked items is usually 1-3 business days. During times of peak demand, processing times may extend to 3-5 days for stocked items. To ensure that you receive the freshest products of the highest possible quality, some products, such as cremes, lip balms, tattoo balms, lotions, beards oil, and roller balls are made to order and may add an additional 1-3 business days to the processing time of an order.
Delivery times are based on normal business volume.
For faster delivery, upgrade your shipping method, but note that not all delivery methods are available to all areas.
At this time, we only ship within the United States, including Hawaii and Alaska. We cannot ship to Puerto Rico, Guam or US Virgin Islands. Packages to Alaska and Hawaii can only be shipped by air or priority, and normally arrive within 4-8 business days.
Unfortunately, we cannot ship internationally at this time.
For faster delivery, gift cards are sent electronically as an E-Gift Card.
Can I ship to multiple addresses?
We’re unable to ship a single order to multiple addresses. You’ll need to create a new order if you’d like to ship to more than one address.
Do I have to sign for delivery?
Nope, no signature will be required for delivery.
For items correctly shipped to the customer based on your order specifications: Our products are handmade and many are made to order. For this reason, we do not automatically offer a refund for these products. However, if the product is not as described, we will gladly hear your case and a return will be considered. In either case the customer will likely be responsible for return shipping costs. If a return is accepted, a 25% restocking fee may be applied.
For items incorrectly shipped to you: If for some reason we ship you an item that you did not order of that was not processed in the way you requested, please contact our Customer Service Team at email@example.com and let us know. We will be more than happy to work with you to come to a conclusion that will suit your needs well.
Any items that are altered by the customer after being received may not be returned or refunded.
Can I return my product if it arrives melted, or melts while I've stored it?
Please be aware that shipping to hot and humid climates and prolonged exposure to high temperatures during shipment may cause damage to soap and other sensitive products such as lotions, and lip balms, and oils.
Especially in the summer months or in hot climates, it’s possible for these products to melt while in transit. We won’t be able to replace or refund them, so order at your own risk! To avoid disappointment in hot climates or seasons, we recommend purchasing at our local shop. If melting does occur, in most cases you can simply pop the product into the fridge to solidify and they’ll still be usable (though may not look as pretty!). Once they’ve arrived, keep products in a cool spot away from direct sunlight.
On occasion, some of our products may arrive damaged for whatever reason. We will gladly replace damaged goods or credit you for the items, whatever seems best for the situation. We may require proof of damaged goods by use of a digital camera image depending on the situation.
Unfortunately, mistakes do happen. If you do receive an incorrect product, please contact us as soon as possible. We are more than happy to work with you to make sure you receive the correct product if we can.