Shipping, Return & Free Gift Policy

Shipping Policy


Candora Soap and Soap Supplies currently offers shipping via Canada Post and FedEx. All of our products ship from our facility located at 85 Midpark Rd, London ON, Canada.

At this time we can only ship our products within Canada. We apologize for any inconveniences that this may create.

On default, packages will not require a signature on arrival. For Canada Post, you can request a card be left in your mailbox notifying you that your parcel has arrived. It will request that you pick up your item(s) at your closest Canada Post outlet. You will be required to show ID at pick up and we recommend this option for your protection since we are not responsible for lost, damaged or missing boxes. If you would like 'signature upon delivery' we can do that too, please request it in the comments section at checkout. Additional fees for this option may be required.

Once your parcel leaves our warehouse, you will be emailed your tracking number. This tracking number lets you know where your parcel is and when it should arrive to you. Should there be any issues/questions with delivery, you must contact your chosen courier to resolve these issues. Please note that it is the responsibility of the customer to ensure that the proper address is provided at the time of your order. A 20% restocking fee will be charged to you if an order is cancelled after processing has begun OR if an order is refused at the point of delivery and returned to us. Should an order be returned to us due to an incorrect address or for any other reason, you will be responsible for all related shipping charges.

In every case, if you have a 'ship to' address that is different from the 'bill to' address, this must be specified with PayPal at checkout. Otherwise the order must be paid for with email transfer/cash. If the 'ship to' address is different from the 'bill to' address and this has not been specified on the PayPal site, PayPal cannot confirm that the owner of the card is the one actually charging the card and will not guarantee the transaction. This policy will help us eliminate fraudulent credit card use and helps us protect our customers and ourselves.

We take extra care in packing your order safely so that items have little chance of leaking or breaking during transit. However, in every case, if you do receive an item that has leaked or is damaged/broken, we require that you notify us of this within 48 hours of receiving your shipment.

All shipping costs will be calculated by the shipping agency in regards to Canadian policies. In the event that shipping costs were miscalculated (it's rare, but this can sometimes happen with larger boxes), we reserve the right to adjust the shipping to reflect the true cost. In this case, we will contact you with the correct shipping charges to collect the remainder amount due. Candora Soap and Soap Supplies does not add on or charge shipping or handling fees. 

All orders will be processed in the order we receive them.  We do not charge extra for ‘rush’ orders because EVERY order we receive is considered a rush order. During business hours, your order has often begun processing within 2 hours of receiving it.  This makes it difficult to accommodate order additions.  We ask that you review your order before submission to ensure accuracy. We work quickly to get your order out as soon as we can, but please note that we are are not responsible for the speed of your shipping agency.

Customers are welcome to select a different shipping agency but are fully responsible for shipping arrangements, costs, and any issues that may occur.

 

Backorders


From time to time, we may run out of certain products. If this happens and you’ve purchased a backordered item, we will issue a refund of the product that is unavailable.

 

Pricing


In an event where pricing has been listed incorrectly for any reason, we reserve the right to refuse or cancel any orders placed for the product listed at the incorrect price, whether or not payment has been made on the product. If payment has been made, we will either cancel and refund the product purchased or contact you to collect any amount due.

 

Return Policy


Even though we strive to be as accurate as possible, we are happy to refund/replace any products that have been received in error, provided that they are undamaged and have not been tampered with. 

Unfortunately, we cannot accept used, opened, or broken products due to health and safety reasons. We cannot accept any liquid products including fragrance oils and essential oils. If you would like to return an acceptable item, you must notify us within 48 hours of receipt and this item must be received by us within 7 days (a tracking number if you are shipping the item back is acceptable). In every case, these returns are subject to a 20% restocking fee.

You must provide proof of purchase upon return.

If ever a refund is due, it will be returned by the same manner by which it was received, with the exception of amounts under $5.00 and E-Transfer. For amounts under $5.00 and for payments received via E-Transfer, a store credit will be issued. 

 

Order Cancellation


If an order is cancelled after it has gone into processing for any reason, there will be a 20% restocking fee. If the order has not yet gone into processing, a $5 administration fee will be charged.

 

Payments


PayPal processes all of our online payments. You don't need a PayPal account to make a purchase. You may also choose Email Transfer. All email transfers must be sent to mail@candorasoap.ca. Your password needs to be your current order number. 

 

Free Gift Offer


With your minimum purchase, we offer a free gift. We reserve the right to change the gift at any time, without notice. There are no substitutions, except when the free gift offered is a fragrance and a customer does not use fragrances. In this case only, we can substitute the fragrance for a Sweet Orange Essential Oil of the same size if available. You must state this in the comments section at checkout. Please note that orders that are picked up or shipped out together on the same day are considered to be one order, and only one gift will be included.

Disclaimer: All information found on this website is, to the best of our knowledge, true and accurate. This is an 'As Is' website and by using and purchasing on this website, you agree to all policies, including that Candora Soap Inc cannot be held responsible for any errors, defects, lost profits, or other consequential damages arising from the use of this website. By making a purchase on this website, you acknowledge and accept our policies.