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Shipping / Returns

SHIPPING

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, parcels are insured for $100. When choosing Canada Post, you can request a card be left in your mailbox notifying you that your parcel has arrived if you won't be home. It will request that you pick up your item(s) at your closest 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. **It is important to note that in general, couriers will not insure parcels that have been requested by the recipient to be left should the recipient not be home. We do not recommend this option as it is unsafe and is done completely at your own risk. Your order is otherwise insured for $100 against loss or damage. Should you wish to add extra coverage, please let us know in the comments section when you submit your order, and we will make those adjustments and contact you for any amount due.

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 using the card and will not guarantee the transaction.

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 regard 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 Inc does not add on or charge shipping or handling fees.

RETURNS

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.

These polices can also be found on our Store Policy page.