Policies

Returns

30 day 100% Satisfaction Guarantee. Your complete satisfaction with your order is important to us. Please contact us as soon as is possible with any problem you may have with your  order. You can call us at 510-795-1326, or send us an email to the email address at bottom of this page. If we are unable to solve the problem with your order, you may return your merchandise to us for a full refund (including shipping) anytime within 30 days from the date of purchase. We will provide you with a return address. You must return your purchase to us for a refund.

Ordering

• Order Minimum: There is no order minimum.

• We take orders from all 50 US States. The shopping cart will take your order. If you have a problem with the shopping cart, please email us. Puerto Rico, Guam, The Virgin Islands and other "US Territiories" are now considered "foreign countries" by the credit card processors. You'll need to follow directions below for foreign countries.

• Foreign Country Orders: If you would like to order from some place besides the 50 US States, please email us and let us know what you need and what your complete shipping address (with phone number) is. We will get you a complete quote, including shipping, by return email and give you directions as to how to make payment. If you are ordering from a foreign country, you can still use the shopping cart to compile your order, and then copy and paste a copy of the shopping cart contents into an email to send us.

   

You can order & pay in a variety of different ways:

1. Order Online  & Pay By Credit Card if you are in the 50 US States. Use our secure shopping cart included in this website. You can pay by credit card, and your order will go out within a day or so. The shopping cart will calculate your total order, w/shipping. It's quick and easy. Our shopping cart utilizes a VeriSign® payment server linked directly to our bank. We do not retain your credit card information.

2. Pre-approved Special Arrangement.  If you've called and made a special payment arrangement with us beforehand, go ahead and order on-line and use the "Pre-approved Special Arrangement" payment option. Your order will be recorded and submitted for processing. No credit card info is required.

3. Paypal is integrated into the shopping cart as a payment option. Order on-line using the shopping cart and simply select  "PayPal" as your payment option during check-out. Some PayPal payments are subject to a hold period.

4. FAX us your written order to 510-791-1672. Include your complete credit card information (name on card, billing address for card, expiry date, card type, card number) along with the address to which you would like the merchandise sent, and your phone #. We'll call you with a total before we bill your card and ship anything.

5. Purchase Orders. We may accept purchase orders from well-established buyers. If you're confident we will extend you credit, go ahead and (1) Order online and select "Pre-approved special arrangement" as a payment source, or (2) FAX your PO to 510-791-1672. We don't extend payment terms for longer than 30 days.

6. Email.  Having problems with the shopping cart? You can always email us your order with all the necessary merchandise and shipping information (name, shipping address, phone number). We'll get back to you with a total and will call to get your card details.

7. Call. We take phone orders when we're not busy stirring the soap pot or filling customer orders. We work regular 8am  - 6pm hours, Mon. - Fri. Best time to call is 9am -10am Pacific Coast Time. Be prepared to leave a message with your name, phone number and a good time to call you back (Speaking clearly also helps. You'd be amazed at how many people call us while, for instance, chewing a ham sandwich while on a speaker phone, and end-up leaving a garbled message!). We return all calls within 24 hours (unless we couldn't decipher the message you left, or if you failed to leave your number).

8. Local Pick-Ups OK. If you are in the area and would like to pick-up your order, you can do so. There are a couple of options:
   
   OPTION #1: (1) Order what you need on-line with either a credit card or PayPal; (2) Choose "local pick-up" when asked to calculate shipping charges; and (3)  mention in the "comments" box during check-out that you would like to pick-up on a certain day. We will email you when your order is ready (takes a day or two usually). You can pick-up any day under this option. You need to pay in advance by credit card or PayPal under this option as no one may be around to make change when you show-up to receive your materials.  We do not accept checks.
   OPTION #2: Come by the shop (37266 Niles Blvd., Fremont CA 94536) on one of the dates we are open and simply walk in and order what you want. One of the possible shortcomings of this option is that we may be out of the item or size you need - so ordering in advance and paying by credit card or PayPal even under this option is not a bad idea. It gives us a little time to get your order together. You may pay by cash or credit card under this option. We don't accept checks.
   OPTION #3: You can call and make an appointment to come by the shop Monday or Thursday, between 10am and 2pm, to pick-up your order. You can pay by cash or credit card under this option. Ordering in advance may also be a good idea under this option, as it will save you time, and we'll be certain to have your order ready when you arrive. We do not accept checks.

Address for pick-ups is 37266 Niles Blvd., Fremont CA 94536. There is no store with regular hours at this address. You need an appointment to pick-up materials.

Canceled Orders

We sometimes ship orders very shortly after receipt. Orders that have already been shipped cannot be cancelled. Orders can only be cancelled within 1 hour of order placement. Orders cancelled for any reason are subject to a $10 order cancellation fee.

Shipping

We charge shipping by weight and distance on all of the materials sold on our website unless specifically indicated otherwise. All orders are shipped out of Fremont, CA 94536.

The "calculate shipping" button included in the shopping cart will calculate the correct shipping amount for your order when used properly. You only need to calculate shipping once when you are finished adding things to your cart. However, if you've calculated shipping a couple of times while completing your order, be sure to "calculate shipping" a final time prior to proceeding to "payments."

The Shipping Calculator assumes all of your purchases fit into a single box, up to a maximum of 50 lbs. At 51 lbs the Shipping Calculator starts a new shipment.

If for some reason the shipping amount is incorrect (this happens sometimes with computers!), we will contact you.

NEW! You can use your own account with FedEx or UPS for ground shipments. Simply add a note with your order in the "comments" box indicating you would like us to use your shipping account instead of ours, and then note your shipper and account number. When prompted to calculate shipping choose "Local Pick-Up" (which is free). We'll ship your order out under your account. We will email you if we need more information

California Taxes & Resale Items

California residents pay sales tax on soap and non-edible soapmaking and lotion-making items. The current rate is 9.75%. Resale Customers: We want to accommodate local artisans in the business of selling soap and handcrafted cosmetics as a business and we will refund to you tax charged by the shopping cart if, and only if, (1) We have a valid re-sale form on file for you prior to shipment of your order. (Complete & sign this California Resale Certificate and fax it to 510-791-1672); AND (2) You remind us on the occasion of each order that the merchandise being purchased is for "resale" by including a note to that effect along with your order.

You can complete and fax-in the California Resale Certificate Form at the same time as your first order.

Privacy Policy

Any and all information you provide to us is used solely by us in the normal course of business to process your orders, keep adequate records, and maintain our relationship with you. We do not sell or share any customer information or email addresses with anyone for any reason. Purchase transactions made through the website are completed on a secure Verisign® server and no record of your full credit card number is kept by us (however, we do keep a record of the leading and trailing digits in order to identify, if necessary, which card may have been used for a specific transaction). Company computers are protected by state-of-the-art virus protection software which is regularly and automatically updated.  Our primary communication method with customers is email, so we will send you emails from time-to-time regarding the status of your order, and/or special announcements regarding events that we feel may be of interest to you. We don't plan on sending anything but the bare minimum of email communications, but should you find these annoying, please let us know and we will delete your email address from our records. If you have more questions about our privacy policy, please contact us.