*Currently Shipping Orders Placed On MAY 15*

Shipping policy

PROCESSING ORDERS

We are committed to getting your items to you swiftly and securely.

  • Processing Time: Our goal is to get your order on its way within 3-5 business days. During very busy times like holidays, it may take a little longer.
  • Shipping Time: The actual travel time of your package depends on where you live and the shipping method you choose (1-14 days). We work with trusted carriers to offer a range of speedy options. Check our green banner which is updated daily for shipping to see which order date we are currently shipping from.
  • Shipping Protection: We offer package delivery protection at check out. You can opt out, however, please note when doing so Soap&More is no longer liable for lost, stolen or damaged orders.
  • Going Global: For our friends outside Canada, please remember that taxes and duties might be involved depending on where you are. These are handled on your end. We are currently NOT shipping to the U.S.

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 Route 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 route 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.

WHAT IS ROUTE PROTECTION?

We have now partnered with Route, to offer package protection against lost, stolen or damaged parcels while in transit.

Route Package Protection is a shipping insurance solution that ensures safe delivery of your parcels, and provides the support and peace of mind you need if an unfortunate shipping event occurs.

We know how frustrating it is when something happens to your package, and not knowing where to begin the process of remediation. For a small additional fee, Route provides an easy fix with instant resolution. Route is a completely self-service portal, but we are always available to provide further assistance if needed.

HOW DOES IT WORK?

At checkout, you may choose with coverage (black button) or without coverage (wording below).

*When you opt-out of Route's Package Protection, Soap&More is not liable for any lost, stolen, or damaged packages.

If your Route Protected order is lost, stolen or damaged, you can file a claim, and the support team will review and provide you with an instant resolution.

Need to file a claim? Submit here.

If a claim is approved, Route will process either a refund or a replacement:

  • Refunds: Route covers the entire amount including shipping and taxes. However, the route premium cost will not be refunded.
  • Reorders: Route will trigger a replacement order depending on product availability, and will cover the cost of any reorders, including shipping, taxes and route shipping protection.

DOES ROUTE WORK INTERNATIONALLY?

If a customer's order is shipped to a country that has US sanctions imposed on it, Route does not cover the order.

In this instance, the value of Route Package Protection can be refunded upon request.

International Timeframe Policy

Route's international timeframe filing period is:

  • Stolen: between 5-30 days from delivery
  • Lost: between 20-30 days from last tracking update
  • Damaged: between 0-30 days from delivery

WHAT IF MY ORDER DID NOT ARRIVE OR GOT STOLEN?

If your parcel never arrives, was misdelivered to the wrong address, or stolen, you can file a claim within 5-30 days of when the parcel was marked as delivered.

WHAT IF MY ORDER IS LOST?

  • Order issues are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.
  • Estimated Delivery Date (EDD): After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost" and assist with next steps. Please file within 2-30 days of the EDD.

WHAT IF MY PACKAGE IS DAMAGED?

If your package arrives in a damaged condition, you can file a claim within 30 days of when the package was marked as delivered. Must submit photos of damaged items and packaging.

Please refer to Route’s policies here.

HOW DO I FILE A CLAIM?

After you make a purchase with Route Protection, you will receive a separate confirmation email with a link to file a claim. Or you can access the portal here.

Alternitvely, if you wouldl ike assistance we can file the claim for you, simply reach out to info@soapandmore.ca with your order number and claim details for assistance.

WHAT IF I ACCIDENTALLY SELECTED PACKAGE PROTECTION, BUT DID NOT WANT IT?

If you did not opt out of package protection at checkout, and your order has not yet shipped, please reach out to us right away info@soapandmore.ca and we will do our best to make accommodations.

If your order has already shipped, unfortunately, we cannot cancel Route Protection as the service has been activated.