Shipping / Returns

SHIPPING

Candora Soap and Soap Supplies currently offers shipping via Canada Post and FedEx for orders in Canada, and USPS for orders in the continental USA. All of our products ship from our facility located at 980 Adelaide Street South, London ON, Canada.

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

We insure our parcels up to $1000. 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 not insured against loss if it disappears from your premises. When orders are larger, we may contact you to offer the extra insurance option. We reserve the right to add 'signature required' at our discretion.

If you wish to add an item to ship with an order already in processing, you must place a new order. You need to select the SAME SHIPPING METHOD as the original order and we require that you specify the original order invoice number that you wish the new order to ship with in the comments section at checkout. We will make every effort to ship the items together. When they ship out together, we will credit any shipping overpaid to your account. The maximum number of orders that may be shipped together is 3. 

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.

You may opt to use your own courier for shipping. You must choose this option at checkout. When your parcel is ready, we will email you weight and dimensions, along with instructions to pass along to your courier. Please do not send your courier until you have those confirmed dimensions AND you have sent us your shipping label to customerservice@candorasoap.ca. Please note that we cannot be responsible for any issues with parcels sent using your own courier. In the event that there is any issue whatsoever with any package sent using your own courier, you must resolve this with your courier.

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 (note that the minimum fee that can be charged is $5.00) and these refunds are also subject to PayPal/Credit Card processing fees that were charged to us (and retained by the processor).

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 (note that fees charged by PayPal are not refunded to us and therefore, these fees are non refundable). The exception are amounts under $15.00 and E-Transfer. For amounts under $15.00 and for payments received via E-Transfer, a store credit will be issued. If a store credit is preferred by the customer rather than a refund through PayPal (should it be due), the processing fees will not be deducted from the refund.

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