MOST QUESTIONS CAN BE ANSWERED HERE SO PLEASE READ ALL FAQ'S AS WHEN YOU PURCHASE FROM CONFECTIONERY SOAPS CO. - AT THE TIME OF CHECKOUT - WHEN PURCHASING ANYTHING THROUGH THIS ONLINE SHOP - YOU WILL HAVE THE OPTION TO "AGREE" TO THE TERMS AND CONDITIONS DURING CHECKOUT. TO PURCHASE - YOU WILL HAVE TO CHECK THE BOX THAT STATES YOU ACKNOWLEDGE ALL OF THESE FAQ'S AS WELL AS THE POLICIES FOUND IN SHIPPING. IF YOU DO NOT WANT TO CHECK THAT BOX - YOU DON'T HAVE TO. YOU WILL SIMPLY NOT BE ABLE TO PURCHASE FROM THIS SHOP. WHEN CHECKING THE BOX AT CHECKOUT - YOU ARE IN FACT AGREEING THAT YOU HAVE READ AND UNDERSTAND ALL OF THE FOLLOWING-
*Can I cancel my order / can I return a product?
Due to the nature of the products sold in our shop, there are ABSOLUTELY NO RETURNS, NO CANCELLATIONS, AND NO REFUNDS.
*Can I send you a Direct Message (DM) on Instagram or Facebook and inquire about the status of my order?
NO. I will not respond to any direct messages on any social media platform that is asking the status of your order. Any comments that get posted to any post that is inquiring order status or complaints will be deleted. The appropriate place to inquire is email AFTER YOU HAVE READ THESE FAQ'S REGARDING THE PROCESS.
EMAIL US AT: firstname.lastname@example.org
*Do I contact my credit card bank if I do not receive my order?
Unfortunately, I do not offer refunds or cancellations and this includes parcels that were not received. However, there is a solution to every problem and as always - I will do my very best to make sure you are 100% satisfied. If you have not received your parcel - please contact us and we will ship you a replacement box that contains all of the products you ordered. If you still choose to file a chargeback, we will no longer honor future order requests any future orders that come through will be cancelled and refunded.
*Can you combine orders?
No. Unfortunately we no longer offer this option. Once you have placed your order - it is final. There are no "add-ons" for any reason. If you need additional products, please place another order. There are a number of reasons why this option is no longer available.
*Can I ask your reps questions regarding the status of my order?
Absolutely not! I DO NOT have a rep/brand rep program. All discount codes are actually "appreciation" codes that I issued to a few people that have supported me in more ways than I could ever thank them for. In return for their sincerity, honesty, and support, I gave them a disount code to share with their friends, family, and folowers to pass the savings along. The people are referred to as "CSC Sweethearts" and I am grateful for them - however they ARE NOT employees or paid supporters; they do not work for me and have absolutely no access (no more than you) to my shop, my records, or my customer order status.
*When do orders ship AND fulfillment?
All orders are fulfilled and processed in the order in which they are received - ABSOLUTELY NO EXCEPTIONS!
Our processing days are MONDAY - FRIDAY. We only ship on BUSINESS DAYS. Saturdays are reserved for inventory and Sundays are reserved for family. PLEASE RESPECT THESE DAYS.
*When is it appropriate to contact CSC through social media platforms?
Social media is intended for normal communication (does not include shipping issues or issues with your order) through ALL social media platforms should be during Monday through Friday - 9:00 - 5:00 - ONLY!
I am NO LONGER communicating on social media regarding orders, tracking numbers, confirmations, shipping or processing. YOU NEED TO EXPRESS ALL OF YOUR CONCERNS VIA EMAIL - ONLY.
*Where do you ship?
At this time we currently ship to the United States, Canada, and all International locations. We are everywhere you want us to be.
*Where is the best platform to send inquiries regarding my tracking number and/or order?
The best and only way for your inquiries to be seen is through email. All inquiries regarding tracking numbers, orders, or expected date of delivery will ONLY be responded to via email. EMAIL - email@example.com
*What is the average turn around time (a.k.a. TAT)?
Under normal business volume - our average turn around time is 2-3 business days. Business days are Monday through Friday and do not include Saturday and Sunday. Currently, our turn around time has been approximately 7-10 business days as we take extra steps to ensure safety during the Covid-19 pandemic. If you have not received a tracking number within 15 business days (does not include date of order, Saturday or Sunday) please do not assume your order is not being fulfilled. As we are clearly working within unprecidented times - every restock fulfillment process is different - we are also hoping for a safe return to normal shipping processes! We make every effort to get orders out as soon as possible. There may be unforeseen circumstances that may delay an order and we do our best to avoid that. If a delay should happen, we make sure your order is packed with extra love...to keep you coming back!
*I received my order and some of my products have melted. Can you replace them?
All products that are made from ingredients like cocoa butter (bubble bars) and soy wax (wax melts and candles) are packaged and shipped with extra packaging and in extreme heat conditions - labeled with "AVOID DIRECT SUNLIGHT" attached. In extreme heat situations - ice packs or ice brix are included to help your products arrive in tact. If they have melted in transit it is not the responsibility of Confectionery Soaps Co. to replace them. All products that contain ingredients that are susceptible to melting are "order at your own risk" and will not be replaced.
*I placed an order weeks ago and still haven't received it. Can I just have my money back as I no longer want those products?
Unfortunately, I cannot refund money as orders are in fact shipped out. I do offer a replacement be sent to you immediately containing all of the products you ordered. When you do in fact receive the original parcel, then you can enjoy both boxes or even share! I do not do refunds. I ship the products out and in a couple of cases, shipped a second and then on top of that, you want your money back? I am then out double the products, double the shipping, double the shipping supplies, double the samples AND the money also. I am a small shop and cannot afford to send all of those products for free and also lose the money.
*I have two different size SAMPLES, why?
SAMPLES - as with any company, are a generous gift from the company to the customer. Although we LOVE to give SAMPLES here at CSC, SAMPLES are provided as a complimentary item only and are not guaranteed to be in every order as they are provided while supplies last.
*Do you refund for shipping overages?
Check out all of our shipping and return policies. The answer is Yes - with certain conditions.
*But the colors in my products aren't the same as the picture online, why?
Product colorants are subject to change without notice. We do our best to ALWAYS match our colorants, however if for some reason we do not have all colors for a product at the time of production, we will either sub one of the colors or omit it all together until that specific color is back in stock.
*Can I do a CSC custom order?
Yes! We strive to accommodate all custom orders, within reason. We have been involved in weddings, birthdays, networking events and even a subscription box! If you are interested in placing a custom order, please contact us. Please note - there are NO custom orders accepted during a launch, restock, or sale.
*Does CSC do wholesale?
Yes. If you are interested in setting up a wholesale account, please contact us. We do not have a list of "pre-set" pricing as we work directly with companies to accommodate and fulfill their requests as best as possible. Currently, CSC is a featured product in eight stores and have successfully collaborated in four monthly subscription boxes.
*Do your products stain the bathtub?
No, our products do not stain the tub! We use an ingredient called Polysorbate 80, which is a safe, nonionic surfactant and emulsifier often found in cosmetics. Using Polysorbate 80 eliminates the color ring around the tub. We ALWAYS suggest using bubblers (solid bubble bath) and bath fizzies (any bath product with color added) in a freshly cleaned bathtub and/or shower. The reason for this is - the colorant used in our products DOES NOT stain, but it will adhere to residual soap (also known as soap scum) that already exists around the tub.
*I have a question or a comment, is it best to leave it on social media?
No. Although we try to respond on every platform, it is always BEST to leave your question or comment here on the website. We are not always on social media but we are always on here and will definitely see your question or comment.
*I have sensitive skin - Are your products okay to use?
Absolutely! All of our products are created with all-natural, organic ingredients and can be used for all skin types!
*Where do I contact you?
Via email - firstname.lastname@example.org