RETURN SHIPPING/LOST PACKAGES/SHIPPING DAMAGES/MISSING ITEMS
USPS Priority Mail is our preferred method of shipping as they have been very reliable for us. However, there are times that packages can get damaged in transit, go missing, get mis-delivered, or go missing after delivery is confirmed by USPS due to theft. You may also select UPS if that is your preferred shipper.
Return Shipping
Northwest Soap & Candle Company does not issue pre-paid return labels.
To return your product once a return is accepted, please mail to: Northwest Soap & Candle Company, PO Box 91, Carlsborg, WA 98324, United States. You will be responsible for paying your own shipping costs when returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund (unless other arrangements have been made).
Depending on where you live, the time it takes for your exchanged/replacement product to reach us may vary. Please allow up to ten business days from mailing for us to confirm we've received the returned product. If you are returning valued item(s), we recommend you use a traceable shipping service such as Priority Mail or purchase shipping insurance. We cannot guarantee that we will receive your returned item and will be unable to replace or exchange it if we don't receive it..
Lost Package
Please allow at least 21 days for late packages to arrive. If it has been longer than this time period, please contact us so we may open an investigation with the shipper chosen. Please allow us at least 14 days to investigate your lost package. If it is confirmed lost, we will resend your order as soon as possible (providing all items are still in stock). Any item no longer in stock will either be refunded via your original payment method or you will be given a substitution option via email.
In the event you choose to contact the shipper directly to track your package, please email us as well so we may provide any assistance we can.
Packages with damaged or missing product
We do our best to pack your order with sufficient padding and protection. If you should receive a damaged package, please contact us within 7 business days of receiving it. We will request a photo of the exterior box, packing materials, and damaged product in order to file a claim with USPS or UPS. These may be emailed to nwsoapcowa@gmail.com. Once USPS or UPS accepts the claim, we will send out your replacement product.
If you receive a package that appears to have been open in transit and has missing product, please contact us ASAP. We may ask for photos of the exterior box to validate a claim with USPS or UPS. We will ship your missing product to you as soon as possible.
Stolen Packages
USPS and UPS will not accept a claim on stolen packages that they have confirmed delivery of. Therefore, we will not be able to refund or replace your purchase. We are a small, home based business and simply do not have the resources to recover the monetary loss nor can we afford to absorb the expense. Protect your deliveries. If you have concerns that your package may be at risk, you may request a signature delivery for your order (an additional fee may apply). All orders over $150 will automatically have a signature confirmation added for your protection at no additional charge.
Incorrect Shipping Address
If your package does not successfully deliver and is sent back to Northwest Soap & Candle Company, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information.
This can happen if:
The shipping address does not exist
The shipping address is misspelled
The shipping address is missing information (i.e. apt/bldg/suite number)
The carrier is unable to safely deliver the package
The addressee has moved
The addressee has refused the package
Returned to sender packages will be restocked and you will be issued store credit in the form of a custom discount code, minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed. Instead, please use the custom discount code to place a new order using the corrected address. However, please note that we do not guarantee your items will be in-stock at the time of your reorder.
Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Lather and Wicks does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase. No refunds or replacements will be made in this instance.
By placing an order via our website, you are agreeing to our stated policies.