FAQ
Q: Are you based in United States?
A: Yes! We are based in Texas.
Q: Do you sell on Amazon:
A: Yes. However all concerns regarding orders placed on amazon must be handled through Amazon. We have no information regarding your Amazon order(s) in the Supply House database. Visit your Amazon acccount to follow up on your order or to initiate a return/exchange.
Q: How can I contact you?
A: Send a quick email through the contact form here.
Q: What is the average order processing time?
A: Our items are handcrafted. The average processing time is: 3-7 business days and longer for large orders. We have RUSH options available for orders that need to skip the line and ship quicker. Due to the nature of handmade soaps, there is a curing time that can cause a small delay should your order be placed during a Shark Tank or TV feature where all stock sells out. During peak, holiday season and inclement weather processing time can be up to 30 business days. If so, this will be indicated on promotional bar at top of website page. **Pre-Ordered items ship as listed on item page.
❗️🚫 Order processing time does NOT include shipping time🚫❗️
Q: What are my shipping options?
A: We ship USPS and UPS for domestic and international orders under 10 lbs. We ship orders over $300 via FedEx📦
Q: Do you have a rush order option? What's the benefit?
Rush Orders have been temporarily suspended ❗️❗️
Rush Priority Orders placed by 11am are shipped the same day with signature confirmation via Priority Mail. Selecting RUSH at checkout guarantees that your order will "skip the line" at our fulfillment center and ship the same day as long as it is received before cutoff time listed above. Average domestic transit time is 2-10 days depending on location, however peak shopping holidays and labor shortages can delay carrier's delivery by a few days. Excludes pre-ordered items, international orders. We are not responsible for any carrier delays during transit of your package once it has left our facility.
*Cyber Theft Prevention Policy* We are a small business. We work hard to bring you the absolute best in artisan items from around the globe. In an effort to eliminate cyber identity theft on our site, first time rush orders and standard orders over a certain dollar value are subject to being placed on 1-3 day hold at company's discretion. Should your order be placed on hold you will be notified by customer care via email.
If your order is flagged by our system as suspicious due to inconsistent information entered during order placement or too many payment attempts your order is subject to immediate cancellation without notice. This policy is non-negotiable.
Q: My order hasn't arrived, but shows delivered. What do I do now?
A. Once orders leave our fulfillment center their location is updated in the system by the carrier. Our fulfillment center does not control the transit of your package, so when you track your order, what you see is what we see.
If for any reason your local carrier has delivered your package and you are not able to locate it: FIRST verify that the address on your order confirmation (emailed after order placement) is correct and is not missing unit or apartment numbers/letters. If this information is correct, check with house mates or neighbors to determine if they stored it in a safe place for you, if not you will need to contact/visit your area post office with your tracking to follow up.
Postal carriers are very familiar with their routes and they are required to scan every item before it is left in or at your mailbox. Unfortunately, "porch piracy" aka stolen packages occurs and can sometime be the reason your package show delivered but unable to be located. Packages that have been delivered but are lost or stolen after delivery, are 100% beyond our control and do not qualify for refund or replacement.
Depending on the circumstances, we suggest:
1. Verify that you entered the correct address during order placement. This can be verified by reviewing your order confirmation email that was sent immediately after order placement. We are not responsible for incorrect or incomplete addresses entered at order placement.
2. If your order shows delivered and the address is correct ask your neighbors, front desk or members of your home if they may have your package.
3. If your package (United States orders only) shows "in transit" for longer than 5 days please contact us immediately so that we can file a claim on your behalf with the carrier.
4. Carriers (USPS, FedEx, UPS, DHL) do not accept claims on any packages that are updated as delivered in their system. We are not responsible for delivered packages that may later have been found to be lost or stolen after delivery.
5. We are unable to ship to an address other than the one entered during order placement. Packages returned to our fulfillment center by the carrier due to incorrect or incomplete address will be refunded back to the customer once contents have successfully reached our fulfillment center and passed a full quality control check; at which point the customer can submit a new order with the correct shipping address.
*Important Policy* For privacy reasons information regarding packages delivered to your postal address can only be given to the person listed on shipping label. We are unable to contact your local carrier about your package delivered to your home/office that has been possibly stolen after it has been delivered. While we understand your frustration in situations such as these, as the seller we are not liable for stolen packages after we have fulfilled our obligation of shipping your order.
Q: I received my package and it appears to been damaged in transit? What do I do?
A: We apologize on behalf of the carrier for mishandling your package. We will file a claim with the carrier if your products have been damaged and rendered unusable. Also, sometimes our balms slightly soften and/or melt. If this occurs simple place in refrigerator for a 5-10 mins and it will reharden. Under any circumstances where you feel you received a damaged item please send us clear photos of outside/inside of the box and inside contents in the condition they were received. To complete the claim with the carrier, in some instances we will send you a return shipping label for you to send the package back to us and replace your damaged items.
Q: How do I return or exchange an item?
A: Standard Return Policy: We understand sometimes we may not have what you like or maybe you ordered the wrong item. No worries! We accept returns or exchanges on select regular price* items within 14 calendar days of date on your delivery confirmation. Yep! That's right we will refund you the full cost of the product minus shipping costs. Simply contact us below to get your return authorization number and send the unopened item back to us within 14 days of delivery. The actual date of delivery can be found in your tracking number details. Items must arrive back to our facility within 14 day return period with an authorization number written on outside of box.
Q: What is Free Returns?
A: That simply means that returns within 14 days of delivery will not incur a restocking fee.
Items returned after 14 days or unauthorized returns incur an automatic 20% restocking fee.
*Important* Unauthorized returns and RTS orders sent back without an return authorization number incur this automatic restocking fee so please email us prior to returning to get your RAN number.
Q: I sent an email and have not received a reply. What do I do now?
A: A real human replies to all emails sent especially with respect to order concerns. Check your spam/promo/junk box if you have not received a reply to your email, we are almost certain it's in there. If you find it in your spam box, simply mark the email as "not spam" so our communications will go into your primary box. Also may we suggest you double check the email address you entered in contact form, if there is any errors when we reply back you won't get the email because its gotten lost in cyber space.
What items are "Final Sale" that don't qualify for refund or return?
Under normal circumstances the following items are considered "Final Sale":
- Closeout Items
- Limited or Holiday Edition
- Black Friday Sale Items
- Reduced Sale Price Items
Return unopened item?
Authorized Returns after 14 days: Refund minus 20% restocking fee and shipping costs.
Exchange unopened item?
Exchanges must be done within 14 days of order delivery. Exchanges never incur restocking fees. Item must be unopened and unused. Items that appear to be used or opened will not be exchanged or refunded under any circumstances. This decision is at the company's discretion.
✔️We thoroughly inspect every returned item to ensure it has not been tampered with. Due to our strict health guidelines on returns and exchanges, we highly suggest you take a picture of your item(s) before shipping back to us. This is for your records and will prevent any discrepancy on how your items arrive back to us.
✔️We reserve the right to determine if an item meets qualifications for return/exchange based on the item's condition.
✔️Due to our high quality public health and safety guidelines we cannot accept exchanges on opened products.
✔️No returns or exchanges accepted without email on file regarding return. Contact us. Ship item back to us unopened. Shipping costs are responsibility of buyer.
✔️Return address and information given in reply to email return request.
✔️Exchanged items do not incur restocking fee.
Q: How do I submit a product review ?
A: Shortly after receiving your order a review request will be emailed to you to share your feedback. If you are pleased with your products keep in mind we strive for 5 stars every time!
After your submission, enjoy a special discount as a thank you for your time and feedback.
If you that you are unhappy with your items, we want to make it right. Don't scream just yet. Contact us right away so we can find another item or resolution that may be more suited for your needs.
Q: How does Free Shipping Over $25 offer work?
A: The order subtotal after coupons applied must meet the minimum qualifying subtotal amount to qualify.
Example:
Let's say we have Free Shipping Over $75 special listed on our site. $75 is the minimum qualifying subtotal amount. Add (2) Soap Trios to your cart at $50 per Trio equals $100. Apply 30% OFF coupon reducing your subtotal to $70. Order does not qualify for Free Priority Shipping Over $75. Subtotal must equal $75 or greater.
Free shipping applies to first shipment only. Customer is responsible for shipping costs associated with order reshipments of any kind unless at the error of seller. Reshipments occur due to a variety of reasons. Common reasons include:
✔️Incorrect or incomplete address entered at time of order placement. Example: Incorrect address is when street name or number, city or zip code is incorrectly spelled or entered at time of order placement. Incomplete address is generally missing unit or apartment number or letter)
✔️Carrier safety at risk due to pets, animals or construction preventing them from completing delivery
✔️Exchange request by customer
✔️Any package updated in system as 'undeliverable' by carrier
Should any of these things occur your order will require reshipment. If you find that your order has been sent back to us due to an incomplete address entered during order placement you must request a reshipment, pay for the U.S. shipping (approx. $5.99-$15.99) and your order will be reshipped. Should you choose against reshipment, your order will be considered an unathorized return and processed accordingly.
Q: Is Supply House responsible to pay for the reshipment, if I don't receive my packge?
A: It depends. Our shipping label system is automated to avoid errors like this on our behalf. The order confirmation that is sent immediately after you submit your order shows all the info as you entered it at time of order placement. The best way to see where the address error occurred is by checking your order confirmation to see if you incorrectly entered your data. This can also occur from auto-fill data on your devices/computers. It is very important to double check shipping addresses when ordering online to avoid annoying costly errors such as these. If you entered incorrect address no, we are not responsible for reshipment cost.
In the event there is a glitch in our shipping system for any reason and your order is shipped to an address different from that listed on your order confirmation, we will undoubtedly reship your order to you at no cost.
Q: Are Free Shipping promotions valid outside of the U.S. and territories?
A: We currently offer free shipping exclusively within the U.S.
Contact us below if you need to get a RMA (return authorization number), exhange an item or simply didn't find the answer to your question in FAQ.