Refund, Return Policy

Something Wrong With Your Order?

Encountered an issue with your purchase? If we sent you the wrong product or there was a spill or breakage, let us know.

Share any details and evidence you have regarding the issue with our customer service team. We want to make things right as soon as possible.

Simply drop us a message to start the return process.

Contact Customer Service

Items can be returned within 30 days from the day you received them, provided they're unused, still in their original packaging, and in a resalable condition. Please ensure all the packaging materials are included when you send it back our way.

Received Your Order Over 30 Days Ago?

In these cases, we might ask for a 15% restocking fee for some returns. Your understanding and cooperation are much appreciated.

Do note that the cost of return shipping is on you. We suggest using a service that offers tracking to make sure your return arrives back to us safe and sound.

Want you to be happy with your purchase.

Orders that have been prepared for shipping, either waiting for a shipping label or a shipping label has already been created, may be subject to a 15% restocking fee which includes the transaction fee outlined below.

Orders in queue for picking:
Orders paid by Sezzle will have a 6% transaction fee withheld. Orders paid by e-transfer are not subject to the fee, as we do not incur any non-refundable transaction fees.

Online Orders:

Order has been shipped and delivered: 

Has not been shipped:

Retail Store:

Returns must be authorized by our Store Manager and may be subjected to a restocking fee if requested after 30 days from purchase. All returns must be unused, in their original packaging, and in a condition suitable for resale. Return may be subject to a 15% restocking fee.

*Some exceptions apply and must be authorized by the Operations team. 

Examples of items we cannot accept back:
 - purchased 6 dozen bottles - must return all 6 dozen. 
 -  Books

Online Orders:

Orders in queue for picking:
Orders paid by Sezzle will have a 6% transaction fee withheld. Orders paid by e-transfer are not subject to the fee as we do not incur any non-refundable transaction fees.

Cancelled palletized orders are subject to 30% restocking fee which includes the 3% transaction fee.

All USA orders are refunded back to original method of payment with the transaction fee only. 

Pick up orders are held for 14 days. If orders are not picked up after 14 days, they may be subject to cancellation and a 15% restocking fee. Please make arrangements with our retail staff if you are not able to pick up within the 14-day period.

Refunds - online and retail store:

If an item is out of stock or there is an error on our side we will refund to your original method of payment with no transaction fee. 

If a discount code is missed during checkout, we will refund the difference to your original method of payment with no transaction fee. 

If you are overcharged shipping, we will refund you the difference.

All USA orders are refunded back to original method of payment with the transaction fee only.

If you have questions regarding returns, please contact us by email at info@soapandmore.ca 

Formulators

When purchasing new to you ingredients for formulations, we will not be held liable for replacement cost of finished products where the ingredient does not meet your needs, this includes new batches.  Always smell and test the new ingredient prior to master batching.  We are only responsible for our ingredients. 

  • Credit on a partly used product will be dealt with on a pro-rated calculation
  • Each customer will be assessed on a case by case basis.
  • No merchandise may be returned without prior confirmation.

 Returning product will be the responsibility of the customer. No consideration will be made for a product not returned unless deemed . (like returning merchandise to a store). When returning product, any shipping or fees are the sole responsibility of the customer. All items sold on our web pages accurately reflect their current standards and specifications. However, each item depicted or described herein is not necessarily suitable for every kind of use, therefore, unless otherwise stated in the writing, the seller makes no warranty that the goods depicted or described herein are fit for any particular purpose. All other warranties, whether expressed or implied, including any warranty of merchant-ability and fitness for a particular use, are expressly disclaimed.

 

Soap & More Return

3830 7 St. SE
Calgary, Alberta T2G 2Y8

Orders

Typically orders take 2-4 business days (Tues-Friday) to be fulfilled and shipped or
ready for pick-up.

However, please note that sales and holidays seasons greatly affect this timeline.

Feel free to check our website banner updated daily to see which order date we are currently shipping from.

Note - daily cut-off time for orders is 9 a.m. MT.

Shipping Orders: As an added convenience, you have 1-hour
after placing your order to edit or cancel the order yourself in your account
dashboard. However, after that time has elapsed, your order is locked in.

If you still desire to make changes, there are two possible options if you act quickly:

1. You may request that we cancel/refund your order by email, so you may place a new one.
2. You may place a second order for shipping using the same courier, to be combined with your first.

You must then notify us by email that you are doing so, including both order numbers.

Please note that if we do not see your request before your
order is fulfilled (label created for shipping), your request will be denied.

Pick-up Orders: These can easily be adjusted, simply email
us your detailed request(s) including your order number.

Bulk discounts / wholesale pricing has already been applied to all products. The larger the quantity purchased the larger the discount per ml or gram. Volume discounts on packaging are automatically applied in your shopping cart - 10% off over 12, and 20% over 72 of the same packaging item. If you are interested in a larger volume of a product or a product we do not carry, you may send us your inquiry by email at info@soapandmore.ca. We accommodate special orders on a case-by-case basis. 

Shipping

Yes, however, we cannot charge your personal courier account numbers. Instead please follow the procedure below:

1. Place your order as a Pick-Up
2. Email us at info@soapandmore.ca immediately afterwards to inform us that you will be using your own courier. Please include your name and order number.
3. Once your order has been packaged, we will send you weight and dimensions so you may create your label. Please ensure the sender info is as follows: Soap & More 3830 – 7th Street SE Calgary, AB T2G2Y8.
4. We will then notify you once your package is ready, and you may schedule your pick-up if needed. Please note, this is unnecessary if you are using a courier we offer such as Canada Post, FedEx, UPS or Purolator as they come by for pick-ups once a day regardless of scheduling.

Yes, however you MUST select Canada Post as the courier option during checkout.

If you fail to do so, we will email you with the options of making a courier switch or supplying us with an alternate street address for your order.

Yes, however, there is a combined limit of 4 KG per order and you MUST select FedEx as your courier.

Products

We do not send out samples and therefore, we encourage our customers to order the smallest size available to test before buying a large quantity. However, we will include up to 3 scent strip samples (essential oils, fragrances, natural fragrances) in any order if requested ahead of time by email.

We are currently working on adding all documents to corresponding product pages.
Please check carefully at the bottom of the page, and if you do not see them,
make your request(s) by email to
info@soapandmore.ca

Soap & More is a supplier of fine ingredients for the manufacture of bath, body and home products. We do not specialize in finished products. However, we do carry base products that can be used as is, such as our Melt & Pour Soap Bases and Lotion Bar Blends.

We pride ourselves on selling quality ingredients and do offer some Food-Grade products.

However, we are a cosmetic facility and we sell our products for external use only.

Internal use of products is up to the customer’s discretion and we will not be held liable.

Products that are purchased from suppliers that are food-grade and are not opened in our facility (pre-packed) are the only products we can confidently say are safe for internal consumption.

General

You may reach us by phone at (403) 217-2346 during business hours only; Tuesday&Wednesday 11a.m-5p.m, Thursday&Friday noon-6p.m, & Sat noon-4p.m. If trying to reach us outside these hours please email us at info@soapandmore.ca