Frequently Asked Questions

Our store in Enderby

Our goal is to make your buying and product experience as satisfying as possible.  We thank you for your patience as we introduce our online store.  We've tried to anticipate your Frequently Asked Questions here, but do not hesitate to contact us at contact@soapw.com or 250-517-0527 (mobile) with your concerns.

PRIVACY - THE QUICK STORY
We have partnered with Shopify, a very trustworthy Canadian supplier of online stores around the world, thus your privacy and account information are very well protected and we do not have access to your password and account options.

PRODUCT CONSISTENCY
We will do our best to keep our products consistent with their online photos, but we are an artisan, handcrafted, small batch producer, so products such as soap bars and shampoo/conditioner bars may vary slightly in colour and pattern outcome from batch to batch.  Our "What Inspires Us" video in Our Story shows the handcrafting process of making our soap and why some patterns might vary.

SHIPPING INFORMATION
We currently only ship to destinations in Canada, but hope to add the USA in the future.  Shipping currently is free for orders of $79 or more, and a flat rate of $15 for orders below that. 

Products are shipped within 3 business days of receiving the order unless we inform you of a delay. 

Orders are shipped as "Regular Parcels" via Canada Post with a tracking number you will receive by email and can view on your Order History.  You should receive an order confirmation email, a shipping confirmation email and a delivery confirmation email.  (Canada Post Homepage for Tracking)

We have no more information about the status of your shipment than you do, but Canada Post offers very detailed tracking information in most places.  If you are missing your delivered shipment, please check with who might have received it on your behalf.  Please be sure of your shipping address and contact info when shipping, as we can't be responsible for orders marked with a delivered status.  If there are delivery issues, contact your local Canada Post delivery office to hopefully resolve, but please let us know if that does not resolve the issue.

RETURN POLICY

All sales are final.

Because our products are personal care products, we cannot generally accept returns.  If you have questions about your desired items, please contact us prior to ordering.

That said, if you are missing items or your order is damaged, please email us with from the email address used for the order, your order number and concern at contact@soapw.com within 7 days of receiving your delivery and we will work to make it right.  Emailing photos of the defective or incorrect items in the original shipping box would be very helpful to expedite the resolution of your issue.

INGREDIENTS INFORMATION
Why do your ingredients names seem more complicated that what I'm used to when I buy handcrafted soap from other retailers?  
Click here for a quick explanation