Orders are shipped in the order they are received. Orders placed after 1pm on Friday or any time on Saturday or Sunday or Monday will be added to their respective queues on Tuesday morning.
Notice on My order shows “Delivered” but I did not receive it!
When orders are delivered and not yet received, we recommend checking anywhere your mail gets delivered as well as all surrounding areas and/or entrances to your home to ensure your package was not delivered to an unexpected location or hiding.
It is also possible that it will take a few more days for your parcel to arrive, as we have seen many cases where the tracking shows delivered and then the package arrives a few days later. If you don’t receive the order or are still unable to locate it within 7 days of the promised delivery date, email us at email@example.com so we can work to make this right!
ONLY CANADA POST CAN DELIVER TO PO BOXES. WE WILL CHANGE YOUR SHIPPING IF YOU SELECT ANY OTHER OPTION. ADDITIONAL FUNDS MAY BE REQUESTED DUE TO THE CHANGE.
Please completely review your order to ensure that the order and your personal information is correct. Once an order goes into processing, we are unable to make changes (this includes order additions). If you wish to add an item to ship with an order already in processing, kindly place a new order. Select the SAME SHIPPING METHOD as the original order, and we require that you specify the original invoice number that you wish the new order to ship with in the comments section at checkout. We will make every effort to ship the items together and provide a shipping refund if there are savings.
We have added a new feature where you can edit or cancel your order for up to one hour of completing your order. You will see this pop up "To give you full flexibility, the current order will be cancelled. Then your shopping cart will be reloaded." This is where you can go to your order and make your changes.
We also have a reorder option, which comes in handy.
The shipping costs will be calculated at check out with options to choose from. If the shipping costs were miscalculated, this can sometimes happen, we reserve the right to adjust the shipping to reflect the actual cost. If this occurs, we will contact you with the correct shipping charges to collect the remainder amount due. To avoid delays we reserve the right to change or adjust your services to fit within the value collected at the time of check out, this may change the carrier and days in transit.
Packages will require signature upon arrival, unless you make arrangements with the carrier to leave at your door. This can be done by contacting the carrier to send you a sticker for your door to bypass signatures. The Base Insurance Free coverage is $100. If no extra Insurance is requested, the maximum claim amount you will receive is the base $100. The customer is responsible for the balance of loss.
If you choose to cancel a fulfilled order that is already picked, packed and ready for shipping, there will be a 15% restocking fee.
Any concerns regarding orders require an immediate email to us with pictures where applicable, so we may work on resolving the issue.
We are not responsible for packages that are stolen by porch thieves. We will file a claim with the carrier on your behalf, but we cannot re-ship your order. It is the customer responsibility to check for courier emails. If the package is returned to us due to the customer inability to check their emails and the package is returned, the extra shipping fees will be customer responsibility.
If packages are lost, we will work with our customers to fulfill the claims and get as much back as possible for our customers. However, this depends upon what insurance, if any, the customer had requested at the time of order fulfillment. Additional insurance does not guarantee a full refund of your purchase. The courier must still investigate loss or damage and decide on any payouts.
Our carriers do not pick up parcels on weekends. We are closed on Sundays (until 2023) Mondays and long weekends.
Due to COVID, many of our couriers/shippers have suspended their guaranteed delivery times. If an order has shipped, NO refunds on the shipping costs can be made to compensate for delays. Please keep in mind that domestic shipments are seeing major delays. These delays are much longer for cross border/ international shipments.
Customers using their own couriers need to deal directly with their selected courier
UPS, Fedex, Purolator, DHL & Canada Post
Shipping exceptions are as follows: Lye
Overnight Shipping Option does not put your order ahead in the queue. It is the couriers delivery time. Check our green banner at the top of our website for shipping date.
I just received a shipping notification but I can't track my order?
You will not be able to track your order until after our carrier(s) have picked up from us and scanned the daily manifest, which is late in the afternoon, Tuesday - Friday. Our carriers do not pick up on weekends. When you receive a shipping notification on a weekend, you will not be able to track it until Tuesday later in the day as we are closed on Mondays.
My order says "delivered" but it wasn't, what do I do?
Please wait 24 business hours after receiving the notification before contacting us to give the courier drivers time to complete delivery. If the order has still not arrived, check with your neighbours, post office, community mail room, etc., please contact us by email with your order number. We will open a ticket with the courier for investigation. If the order is deemed lost, and we are credited back, we will offer to reship your order or refund you to a gift card.
PICK UP ORDERS:
Pick up orders are picked throughout the day when we receive your order. Kindly wait until you get the email before arriving at the store.
Pick up orders are held for 14 days. If orders are not picked up after 14 days they are subject to cancellation and a 15% restocking fee. Please make arrangements with our staff if you are not able to pick up within 14 days.
If you would like to arrange your own shipping, please let us know, and we will pack your order right away and give you the weights and dimensions.
Customers who use their own shipping company are responsible for:
- booking the pickup (orders will only be released once full payment is made)
- supplying the required documents that are needed to be affixed to the order (shipping labels, Bills of lading). If there is more than 1 box, we require multiple labels. We cannot use the same label for multiple boxes as the carriers do not allow it.
Should damages occur during shipment, we will not be held liable. The customer is responsible for claiming damages from their requested carrier. We are closed on Monday and pickups are not available. Give us a call if more information is required.
403 217 2346 Toll Free: 888-918-2346
We are closed on Sundays & Mondays except during the holiday season where our hours increase in order to meet customer demand, see holiday closure dates
Eco Friendly Packaging
We often use clean recycled packaging that is safe for individuals and the environment for minimal impact on energy consumption and natural resources. If this is not your wish, kindly make a note in customer notes. Soap & More uses Biodegradable shopping bags.
Customers cannot bring in essential oil and carrier oil bottles for a refill and receive a bottle credit during COVID-19
If an item in your order is out of stock at the time of packaging, your order will be shipped minus the out-of-stock item and a refund will be issued unless you agree to wait for the item to be back in stock.
Incorrect Addresses, Non-deliverable, or Refused Shipments
- It is the customer’s responsibility to ensure the shipping address is correct. The additional shipping charges are the customer’s responsibility.
- Packages returned to Soap & More marked ‘Returned’, ‘Unclaimed’, or ‘Invalid Address’ will be credited back to the customer, less a 15% restocking fee and all shipping charges, including any additional return shipping charges assessed by the courier. Please note, if a box is returned and the order is still desired, the order will need to be placed again with the shipping error corrected.
- Curb Side Pick up orders are welcome. Order online. You will receive an email when your order is ready to be picked up. Please wait until you receive this email before attempting to collect your order.
Pick up location: 3830 - 7th St SE Calgary, AB Canada
HOW SOON WILL MY ORDER SHIP?
Orders are processed and dispatched from our warehouse during regular business hours (Tuesday through Friday, excluding major Canadian holidays). Check the top green banner for dates we are shipping.
WILL I BE CHARGED CUSTOMS FEES, DUTY OR OTHER TAXES FOR INTERNATIONAL SHIPMENTS?
Yes, this is likely! Any customs, duty or other taxes charged by your home country will need to be paid for by the recipient (i.e. you!) before the package can be delivered or collected. Any orders that are returned/rejected because of unpaid charges will be refunded minus any shipping costs we incur.