Effective Date: July 13, 2025

At Home of Soap, we are dedicated to providing you with natural handmade items and a seamless shopping experience. This policy outlines our shipping procedures and return guidelines for orders placed through www.homeofsoap.com.

1. Shipping Policy

We strive to process and ship all orders promptly. Please review the following details regarding our shipping practices.

1.1 Order Processing Time

All orders are processed within 3–5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification once your order has shipped.

1.2 Domestic Shipping (Canada)

We offer shipping across Canada. We are pleased to offer Free Shipping on all Canadian orders over $120 CAD (before taxes). For orders under $120, rates are calculated at checkout based on the weight and location of your order. Estimated delivery times are typically 3–7 business days, depending on the service selected and your proximity to Ottawa, Ontario.

While we strive for timely delivery, unexpected delays due to weather or carrier issues are beyond our control.

1.3 United States Shipping

We ship to the U.S. using reliable carriers. Please note that a 35% surcharge is applied at checkout to cover tariffs and export fees for shipping from Canada to the United States. While this surcharge covers standard export costs, customers remain responsible for any additional customs duties, local taxes, or import fees that may be assessed by U.S. Customs upon delivery. Estimated delivery times are 7–14 business days.

1.4 International Shipping

We proudly ship worldwide. Rates and delivery estimates (10–20 business days) are provided at checkout. Customers are responsible for any international customs duties, tariffs, taxes, or import fees. Delays due to customs are beyond our control.

1.5 Shipping Carriers

We use trusted carriers like Canada Post, USPS, and other international postal services. Carrier selection depends on the destination and shipping method chosen.

1.6 Order Tracking

Once your order has shipped, you will receive a confirmation email with tracking details. Please note that small items shipped via standard Lettermail may not include a tracking number.

1.7 Lost or Damaged Packages

Home of Soap is not liable for lost or damaged packages once they have been handed over to the shipping carrier. If your item arrives damaged:

  • Contact the shipping carrier to file a claim.
  • Keep all packaging and take photos of the damage.

You may also contact us at contact@homeofsoap.com and we will assist where possible.

1.8 Incorrect Shipping Information

Customers are responsible for providing accurate shipping details. If an order is returned due to an incorrect address, re-shipping costs will be the responsibility of the customer.

  1. Returns & Refunds Policy

Due to the handmade and personal nature of our products, we do not accept returns unless the item you received is damaged or defective.

2.1 Eligibility for Returns

Items must be:

  • Damaged or defective upon arrival
  • Unused and in original condition

Used, opened, or custom-made products cannot be returned for hygiene reasons.

2.2 Damaged or Defective Items

Please contact us at contact@homeofsoap.com within 7 days of receiving your order with:

  • Your order number

  • Description of the issue

  • Clear photos of the item and packaging

To ensure a quick resolution, we usually process damage claims based on the photos provided. If your claim is validated, we will send a replacement or issue a refund immediately. You generally do not need to mail the damaged item back to us unless specifically requested.

2.3 Non-Returnable Items

We do not accept returns on:

  • Opened or used personal care items (soap bars, creams, etc.)
  • Items not in original condition
  • Gift cards
  • Sale or limited-edition items (these are final sale)

2.4 Refunds (if applicable)

Once your return is received and approved, a refund will be issued to your original payment method within 5–10 business days.

2.5 Late or Missing Refunds

If you haven’t received your refund:

  • Double-check your bank or credit card account
  • Contact your credit card company or bank (processing time may vary)
  • If you’ve done all of this and still have not received your refund, email us at contact@homeofsoap.com.

2.6 Exchanges

We only replace items if they are defective or damaged. Contact us at contact@homeofsoap.com for exchange requests.

2.7 Return Shipping Costs

Since we resolve most defective item claims via photo evidence, return shipping is rarely necessary. However, if we specifically request that a defective item be returned to us for inspection, we will provide a prepaid shipping label. For any voluntary returns (if exceptionally approved), the customer is responsible for shipping costs.

2.8 International Returns

For international returns of damaged/defective items, please follow the same steps as in 2.2. We will provide instructions and may require specific customs declarations.

  1. Contact

Questions? Email us at contact@homeofsoap.com