We are committed to getting your items to you swiftly and securely.
We are dedicated to ensuring your experience is smooth and enjoyable.
Should you have any questions or require assistance, our customer service team is readily available by email at info@soapandmore.ca.
Don't hesitate to reach out: We are here to help.
If you opt out of Shipping Protection, Soap & More is no longer liable for any lost, stolen, or damaged packages. However, please reach out with any issues, we will always do our best to help you. And please note, it is the buyer's responsibility to provide complete and accurate address and contact information. We do not change address information after the order is placed unless requested to do so or have obtained your permission.
ATTENTION: If we suspect that an order may be fraudulent or contains unauthorized or suspicious activity, we reserve the right to refuse processing the order. We will either cancel the order, or our customer service team will reach out to you by email to confirm your order.
SHIPPING OPTIONS
We no longer require signatures on any of our shipments.
If you would like signatures required on your shipments please reach out by email.
Soap & More is proud to ship worldwide (excluding the U.S) and to offer our customers multiple courier options and price ranges during checkout. We are currently using Canada Post as our primary shipping courier, along with UPS, Purolator, and FedEx. We do not offer free shipping at this time.
Orders are shipped and delivered to a valid address on business days only (Monday or Tuesday – Friday, excluding major holidays).
INTERNATIONAL ORDERS
All International Orders are FINAL SALE
PLEASE NOTE: We are not responsible for any additional customs charges or fees once your package has left our facility. Customs/duty requirements, as well as charges and fees are the sole responsibility of the buyer. If customs fees and charges are refused at the time of delivery, your order will be returned or discarded, and you will not receive a refund for shipment costs.
SHIPPING RESTRICTIONS
Only Canada Post can deliver to P.O. Boxes. We will happily change your courier if you select any other option. However, additional funds may be requested due to the change. If you choose any other courier than Canada Post and you have a P.O. Box address as well as your physical address in your shipping address, the P.O. Box will be removed to ship your package.
Only FedEx can deliver Lye (Sodium Hydroxide) or Potassium Hydroxide, and there is a combined order total of 4KG.
ADDITIONAL SHIPPING FEES
Additional fees may apply if the shipping rate to the destination is higher than usual. Larger orders will also incur additional shipping charges due to the weight of the parcel. If our system miscalculates shipping costs, we reserve the right to ask you for any additional shipping fees.
LOCAL PICKUP
To better serve our local community, we also have an option of in-store pickup. When selecting ' Local Pick Up ' at check out, your order will be ready within 1-4 business days after placing. You will receive an email notice once your order is ready for pick-up. Please refrain from coming to pick-up before receiving your notification email, as your order may not be ready for you, causing preventable frustration.
Soap & More
3830 7th Street S.E
Calgary, AB
T2G 2Y8
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.
1-HOUR EDIT/CANCEL
We have added a new feature where you can edit or cancel your order for up to one hour after completing your order in your account dashboard. Or you will see a 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.
What if I want to add or remove something from my order:
We cannot guarantee order modification requests. However, please reach out by email and we will make accommodations when possible. If a large or heavy addition, you may be asked for additional shipping charges or to place a second order to be combined.
CANCELLED ORDERS
If you choose to cancel a fulfilled order that is already picked, packed and ready for shipping, there will be a 15% restocking fee.
LOST, STOLEN OR DAMAGED PACKAGES
If your order is damaged or lost, and you did not opt-in for Soap&More Shipping Protection, please email us with pictures and details. We will then file a claim with the courier. As this can take weeks, your patience and understanding will be appreciated. Please keep in mind we cannot approve a refund or replacement over $100 value and not until the claim has been approved. In addition, if your tracking number has not been updated after several days, kindly reach out to us, and we will promptly investigate the matter.
📦 SOAP & MORE SHIPPING PROTECTION
Shipping Protection is an optional service available at checkout for eligible Canadian shipments, designed to provide added peace of mind. Shipping Protection coverage is limited to a maximum reimbursable value of $1,000 CAD per order.
If purchased, Shipping Protection covers:
✔ Lost packages
✔ Stolen packages marked as delivered
✔ Packages damaged during transit
CLAIMS & REPORTING TIMEFRAMES
To qualify for coverage:
• Damaged orders must be reported within 7 days of delivery
• Lost packages must be reported within 14 days of the last tracking update
• Claims for marked delivered but missing packages may require additional verification
All claims must be submitted and reviewed prior to replacement, refund, or store credit being issued.
Photos of damaged packaging and/or products may be required in order to process a claim.
WHAT IS COVERED
Shipping Protection does not cover:
❌ Incorrect shipping addresses entered at checkout
❌ Orders delayed in transit
❌ Carrier delays due to weather, labour disruptions, customs processing, or operational issues
❌ Theft after delivery due to unsecured delivery locations
❌ Packages marked as delivered where proof of theft cannot reasonably be provided
❌ Customer error or accidental damage after delivery
❌ International duties, customs fees, import taxes, or border-related issues
❌ International shipments
ADDITIONAL INFORMATION
Shipping Protection is limited to one approved claim per order.
Shipping Protection pricing is automatically calculated at checkout based on order value and shipment details.
Shipping Protection is non-refundable once an order has shipped.
Soap & More reserves the right to deny claims suspected of fraud or abuse.
If Shipping Protection is declined at checkout, Soap & More is not liable for lost, stolen, or damaged packages once the order has been transferred to the shipping carrier.
Approved claims may be resolved through replacement, store credit, or refund at the discretion of Soap & More.
For assistance regarding a protected shipment, please contact:
info@soapandmore.ca and reference your order number.