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Store Policy

ORDERS

We ask that all orders be placed on the website. Please completely review your order before submission to ensure that the order and your personal information is correct. Once an order goes into processing, we are unable to make changes (this includes order additions). 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 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.

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. We work quickly to get your order out as soon as we can, but please note that we are not responsible for the speed of your shipping agency.

Our minimum order online is $10.

Showroom Orders: If you will be placing your order in the showroom at one of our ordering stations, payment options also include debit and cash. While we do our best to prepare your order while you wait, it is not always possible to take your order home the same day. Orders submitted after 3:30pm will not be ready the same unless otherwise specified. All pick up orders must be signed for at the time of pick up. Your signature verifies that your order was received and correct.

Pick Ups: When your order is ready for pick up, you will be notified by email. If you have not received this notification or you have not received confirmation from us that your order will be ready by an agreed upon time/date, your order is NOT ready. Please be sure that you have this confirmation before coming to pick up your order AND that you have your order number handy at pick up. You must provide your order number at pick up. If you do not have your order number, you will need to show ID. If you are sending someone else to pick up your order on your behalf, they will not be able to pick up without the order number. In any case, be aware that you may be asked to show ID.

PAYMENT OPTIONS

The website accepts all major credit cards. PayPal is also an option and you may also use PayPal to process your credit if you wish. You do not need a PayPal account to use your credit card through PayPal. PayPal accepts Visa, MasterCard or American Express. If you prefer not to use a credit card or a PayPal account, you may an send email transfer. Email transfers must be sent to mail@candorasoap.ca. You would then use your order number as your security answer.

If making a payment in the showroom, payment options include debit and cash.

SHIPPING

Candora Soap and Soap Supplies currently offers shipping via Canada Post and FedEx. All of our products ship from our facility located at 980 Adelaide St. S., 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. When orders are larger, we may contact you to offer the insurance option. We reserve the right to add 'signature required' at our discretion.

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. There is a $3.50 handling fee for this service. 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.

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.

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.

BACKORDERS

From time to time, we may run out of certain products. If this happens and you’ve purchased a out of stock item, we will contact you to find out if you wish to substitute the item or instead receive a credit/refund. ***Note: Any refunds due for payments made by email transfer will become a store credit unless an in person cash refund is preferred.

CANCELLATION

If an order (or an item on an order) is cancelled or changed 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.

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. In the case of an order shipping with another order, any shipping overpayment will become a store credit.

DISCOUNTS/COUPON CODES

We currently offer 2% off online orders that subtotal $499.99. Orders of $500 or more will receive an additional 3% off. Please note that orders cannot be combined and we reserve the right to refuse combined coupon uses. Coupons must be used at checkout before order submission. They cannot be applied to orders that have already been submitted. Discounts cannot be applied towards finished products, classes, gift certificates, shipping or taxes. Coupons can only be used during their designated active time slots.

FREE GIFT OFFER

If a free fragrance is offered, a minimum purchase amount may be required. This minimum does not include classes, finished product, bulk pricing, sale items, taxes or shipping. 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. There is a limit of one gift per customer/order/day/household. We reserve the right to change or discontinue the gift at any time, without notice. There are no substitutions, except when the free gift offered is a fragrance and the 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. Please note that the Sweet Orange Essential Oil is not considered a gift option, but only a substitute for those that cannot use fragrances. You must state this in the comments section at checkout as changes cannot be made after your order has gone into processing.

USE OF WEBSITE

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 or our products. By making a purchase on this website, you acknowledge and accept our policies. Please see our Terms of Service for full details.