FAQ & POLICIES

** When & how can I order?

New scents will be added: Saturday, August 18th at 9 a.m. PT (10 a.m. MT, 11 a.m. CT & 12 p.m. ET).

We are always open, but restock new scents once a month. I start loading the website with all products that will be offered at the next opening about a week prior.  These products will say "sold out" until I put the site on maintenance mode an hour before restock, then they will be available at 9 a.m. PT.  I also have a blog post on our homepage with all the scents that will be featured at the restock along with what product form it will come in. 

Be sure to follow our Instagram page, @soakandunwind, where pictures, scent lists, giveaways, sales/coupon codes and general restock info is frequently added.


** Do you test on animals?

We do not test on animals. We source our ingredients from suppliers that are also cruelty-free and vegan-friendly!


** Do you offer wholesale or custom orders?

Absolutely! Read our section found on the homepage menu titled "Wholesale & Custom" to learn more about this.  Please send me an email via the "Contact" form on the website or directly to soakandunwind@gmail.com and I can send you our line sheet and we can work out the details.

 

** Do you have sales or rewards programs?

Yes, we do!  We have sales a couple times a year as well as occasional giveaways on our IG page.  We also have our Soak In The Rewards program where you can earn points that can be redeemed for money off your order.  To learn more about how to earn and redeem points, click on "Rewards" on the top menu.

 

** Do you have cart hold?

Yes, a hold is placed on items during payment processing in checkout. If the items in the cart are in stock, then a hold is placed on those items until the payment processing is complete.  If a payment fails, then the hold is released until you reach the payment stage again.

 

** Can I make changes to my order once it’s placed?

Unfortunately, because inventory is limited changes cannot be made.


** What payment methods are accepted?

All major credit cards, Apple Pay, Google Pay and Paypal are accepted.


** How much is shipping?

Customers located in Arizona are charged a flat rate of $9.  FREE Shipping is available for orders over $200, in a single order.

Customers located in the other 49 states, D.C., the 5 U.S. territories, COFA nations and the Armed Forces are charged a flat rate of $10.50. FREE Shipping is available for orders over $200, in a single order.

Customers located in Canada are charged based on the weight of their order. We are NOT responsible for any additional import or custom taxes that may occur.

Please keep in mind that this cost not only includes the actual price to ship your items via USPS, but also monthly shipping service subscription fees, shipping materials to ensure your products get to you safely such as bubble wrap, crinkle paper, packing peanuts, etc as well as any other handling charges such as the cost of tape, paper, labels, ink, etc. 


** Where do you ship to?

Shipping is available to those with an address in Canada, the 50 U.S. states, D.C., American Samoa, Guam, Northern Mariana Islands, Puerto Rico, U.S. Virgin Islands, Federated States of Micronesia, the Marshall Islands, Palau, Armed Forces Americas, Armed Forces Europe and Armed Forces Pacific. 

Other international customers can use mail forwarding services such as myMallBox to place an order.


** Do you combine shipping?

Yes, we combine shipping if you place multiple orders on the same day and your information is all the same. A refund for the shipping charged on the subsequent orders will be credited back to your account. For example, if you place 3 orders you will be charged $31.50, for U.S. customers, in shipping costs. I will combine those 3 orders into one package and refund you $21, which was the additional shipping costs of the 2 subsequent orders.


** How long does it take to ship my products out and what if I have an issue?

It takes 1 - 5 business days to package and drop off your products to USPS. From there, USPS typically takes 2 - 5 days to deliver your products, within the contiguous U.S., but may take longer due to holidays, inclement weather, etc.  International orders will also take longer.

If you have entered the wrong shipping address please contact us ASAP so we can correct it before your order is shipped.  If you order has already shipped you will need to pay shipping costs again for us to re-send it so please double check your address before putting in an order.

We are not responsible for items damaged or lost by the post office.  We also are not responsible for a package that tracking has marked as "delivered," but that you haven't received.  In the rare case that these situations happen, please let us know, but also follow up with USPS and file a claim with them.


** Will I receive tracking once my order has shipped?

Yes, you should receive an email with your USPS tracking number - please check your spam/junk folders if you don't see it. If your tracking hasn't updated, don’t fret - it can sometimes take a couple days for the tracking number to update. In rare cases, USPS may not scan the package at all.


** Will I be charged tax?

You will be taxed only if you have an Arizona shipping address.


** I received a rose gold skeleton key in my order, what does that mean?

Congratulations! Each restock I put a select number of keys into random orders. If you receive a key that means you get FREE shipping on your next order! Contact me through the "Contact" portion of the website and I will give you a free shipping discount code to use on your next order.


** What’s this spoon and small jar?

Each order that contains a soap or scrub comes with a FREE plastic rose gold spoon, which is to be used to scoop the product out of your bath and shower jars to avoid getting water in the containers. You may purchase additional spoons for $.50 each.

Each order comes with a FREE 10ml sample, enjoy!


** I received a broken rose gold spoon, can you send me a new one?

If you purchased additional spoons we will certainly send you replacements, but a replacement will not be sent for the one free spoon that is included with each soap or scrub order.


** Why do some of my products look different?

All items are handmade in small batches so there may be differences in each product.  Also, items are filled by weight, not volume so fill lines may differ between products. 


** Do you offer private label?

We do not offer private label products.


** Do you offer refunds?

We do not offer refunds or exchanges - all sales are final. If you have an issue though, please don't hesitate to contact us through the "Contact" portion of the website and we’ll get back to you within 24 hours and try to resolve the situation to your satisfaction!


** What is the shelf-life on the products?

The shelf life is approximately one year. It is recommended that you store all your products in a cool, dark and dry place. The mini rose gold spoon that is included with each scrub order will help keep water out, which also helps the scrubs last longer.


** Can you tell me about the colorants you use?

All our colorants are skin-safe and can include micas, gel colors, powders, pigments or other natural colorants such as activated charcoal, madder root powder, spirulina powder, rose clay, indigo powder, etc.


** Can you tell me about some of the ingredients you use?

First, all products are vegan and paraben-free.  Additionally, many more products are soy-free, gluten-free, preservative-free, sulfate-free and more.  Check each product listing for more info. 

Aloe Vera liquid comes from the succulent aloe plant and is known for its healing and moisturizing abilities.

Shea butter comes from the nut of the shea tree and is known for its moisturizing qualities and ability to nourish dry skin. Shea Butter can improve skin elasticity which makes it a great ingredient for lotions and scrubs. It can also block the sun’s ultraviolet rays which is why it’s a popular suntan lotion ingredient.

Coconut oil is a natural oil that is harvested from the seeds of the coconut palm. It's become quite popular in skin and haircare products because of all its great benefits, as it's rich in antioxidants. Coconut oil cleanses, firms and moisturizes the skin.

Jojoba oil is a natural, luxurious liquid wax that comes from the desert jojoba shrub native to Arizona and only a few other locations. Jojoba oil is rich in Vitamin E and is known for its ability to nourish the skin and hair. Jojoba oil easily absorbs into the skin and its restorative properties help dry, damaged and mature skin.

Jojoba beads come from jojoba oil. They come in a variety of colors, are completely biodegradable and a renewable source. Jojoba beads are used in our whipped soaps to add a gentle exfoliation. They are completely round so they won't scratch and cause microscopic tears in your skin like other exfoliants can. As such, these smooth, gentle beads are a great alternative for those with sensitive skin.

 

A full list of ingredients is listed on each product's page and your product, once you receive it. Please be sure to read that to make sure there are no ingredients you are sensitive or allergic to.  It's also recommended to do a test patch first.  If irritation occurs, discontinue use.  If you have any questions on specific ingredients send me an e-mail and I'd love to answer your questions.

The statements and products on this website have not been evaluated by the FDA.  My products are not intended to diagnose, treat, cure, or prevent any disease.  Please consult your physician if you are pregnant or have a serious medical condition.  Do not ingest my products, they are for external use only.  Lastly, please keep out of reach of animals and children and store in a dark, dry and cool place.

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