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We gladly accept:
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FOR YOUR SECURITY:
The Soap Goat Soap Shop proudly does not sell nor do we
share our clients e-mail addresses (or any other personal
information) with anyone. For the safety and security of
our clients, we do not keep credit card information on computer
file.
Our
exchange rate as of January 11. 2008 & until further
notice is 10%.
$1.00 US = $1.10 Canadian |
Company Policies
***
Minimum Order of $10.00 of product.
All
pricing, policies, terms, agreements and conditions are subject to
change without notice.
1)
PAYMENT METHODS
The Soap Goat Soap Shop does not sell
nor do we share our clients e-mail addresses (or any other personal
information) with anyone. For the safety and security of our clients, we
do not keep credit card information on computer file. Credit card
numbers are destroyed once orders have been processed. Repeat customers
will have to re-enter all Cc information with every new order. The
company owner is the only employee who has access to our fax machine and
to the credit card machine.
We accept both Canadian
orders and American orders only (all orders must be shipped to same address as the
credit card billing address):
What forms of payment do you
accept?
We
accept: Visa®, MasterCard®,
or American Express®. via our safe and secured shopping cart or
via fax at 604-859-2496.
Do you accept
Mail In Payments:
We do not accept any form of mail in payments unless
previously discussed with a member of our office staff. We will let you
know how to go about ordering (as our cart is not set up for main in
payments). Once we have your order packaged, we will send you a revised
total which will include your shipping/handling costs. Please be
advised, orders that have been purchased via Credit Card
will prevail over mailed in payment orders. All orders that have been accepted
as mail in payments will be put to the bottom of the week’s list of
‘orders to package’. You may have to wait a little longer for your
total.
We will only hold your packaged items for 10 days
only. If your payment does not arrive in 10 days we will unpack your
order and your payment will be sent back to you, and you will not be
able to make a mail in payment again.
THE ONLY TYPE OF MONEY ORDER WE CAN ACCEPT IS A
POSTAL MONEY ORDER.
USA: Green Postal Money Orders
Canada: Postal Money Orders
Do you accept Personal
Cheques/Checks?
No, we
do not accept personal cheques/checks.
Do
you accept Paypal?
No, I’m sorry we do not accept paypal.
Sales
Tax: is applicable to Canadian Shoppers Only.
Applicable GST and
PST (PST: only if shipped within British Columbia), HST, will be added to your final total.
All conversions and sales tax notations will be written on your invoice.
If you have a (British Columbia) PST Number, please include this number along with your order in the
Additional Comments box of the shopping cart check out. If your PST
number had been forgotten, we will credit your account the cost of that
orders PST and it will go towards your next order.
Only items which can will be resold by the buyer are exempt from PST.
Example: Items such as molds which will help make your soaps are
not PST exempt, and will be charged applicable taxes. Fragrance oils
which go into the soaps you sell ARE PST exempt.
If The Soap Goat charges PST on items which the customer says is a
resale item, we will need a signed letter stating "said product is
PST exempt", along with your name, company name, and PST number. We
will credit your account the cost of that orders PST and it will go
towards your next order. The Soap Goat will not pay government PST taxes
for items in which a customer is misusing their PST number towards.
All prices on the
website are in US Funds. Your final bill will be converted into Canadian
dollars.
PST, GST, HST Taxes
US and International Residents - No Taxes; however Brokerage
and Tariffs/Duties may apply.
- BC Residents - 5%GST and
7%PST
- PQ, AB, SK, MN, ON, YK, NV, NWT,
PEI - 5%GST
- NS, NB, and NF - 13%HST
HOW DO I CHECK OUT MY ORDER FROM THE SHOPPING CART?
Customers
should do the following to use the Secured Shopping Cart:
-
·
Place the order on line utilizing our comprehensive shopping cart
(see our FAQ’s page’s to learn how to use the shopping cart if you
have problems with this cart).
-
·
Select your desired method of shipping, and click on the Purchase
key.
-
·
Fill in all appropriate fields given to ship/bill to information
(must be the same as your credit card billing address)
-
·
After entering all necessary information, select the Enter button
to bring you to the payment method page.
-
·
Select which type of credit card you will be using, enter the
number of the card, enter the 3 (or 4) digit number on back of the card,
and enter the expiration date. Click on Authorize Payment.
-
·
The next screen that appears will be your order confirmation
page.
-
·
Print out your order confirmation page for your own records.
To
fax in your Credit Card number instead of using the cart:
-
·
Place the order on line utilizing our comprehensive shopping cart
(see our FAQ’s page’s to learn how to use the shopping cart if you
have problems with this cart).
-
·
Select your desired method of shipping, then select Credit Card
Transaction via Fax and click on the Purchase key.
-
·
Fill in all appropriate fields given to ship/bill to information
(must be the same as your credit card billing address)
-
·
After entering all necessary information, select the Enter
button.
-
·
The next screen that appears will be your order confirmation
page.
-
·
Print out your order confirmation page, write in your Credit Card
number, 3 (or 4) digit number on back of the card, and enter the
expiration date, and fax this page to: 604-859-2496
2)
LOCATION, LOCATION, LOCATION
Your
company is located in Canada, are your prices in US funds or Canadian
funds?
Our
prices are in U.S. Dollars. Because our bank is located in Canada, all
orders will be converted into Canadian funds. Your invoice will be
converted from U.S. Dollars into Canadian Dollars
at the rate of 10%
(i.e.: $1.00 US Dollar will equal $1.10 Canadian Dollars).
When billed
to you by your credit card provider, the total will have been converted
into American Funds (if in America) or stay as is (if you’re provider
is Canadian).
Please note, your Cc provider may charge a fee for the
dollar conversion, this is not a Soap Goat policy and we do not receive
any funds for this charge. If this happens, you will have to discuss
this fee with your bank.
Where
are you located?
We
have offices in Canada and in the USA. Our shipping/packaging warehouse
is located in Abbotsford British Columbia Canada. We are on Pacific
Standard Time.
3)
SHIPPING POLICY:
All
orders we ship will include insurance and tracking. We will not allow
any items to be shipped without first including insurance & tracking
into the final shipping price.
Explain
your shipping/shipping policy to me please:
All
orders are shipped within 2 to 5 business days (Monday to Friday) once the order
has been received to the Soap Goat. Orders received
after 1:00pm PST are considered received the next day. We are open for
packaging from 9:30am until 2pm Mon-Fri. We are closed Saturdays,
Sundays, and Canadian Statutory Holidays. Though we will package orders on
U.S.A. Statutory Holidays, we cannot ship on these days as
USPS & UPS will be closed.
We do everything humanly possible to have
your order shipped to you as quickly as possible.
All
Canadian order will be shipped from Abbotsford Canada V2S 5W5.
All USA
orders are shipped from Sumas Washington 98295 – this includes both
USPS and UPS.
All
orders must be prepaid in full before shipment.
We
do not ship C.O.D.
Signatures for retrieval of
your package:
All USA orders $51.00 (US funds) or higher must be signed for when
delivered by USPS or UPS before the box will be handed over to customer.
All Canadian orders $50.00 (Canadian funds) must must be signed for when
delivered by Canada Post before the box will be handed over to customer.
This is done for the protection and security of both our clients and The
Soap Goat against credit card fraud and fraudulent charge backs.
Under no circumstances will we allow packages over the limit to be left
(on door step etc) without a signature as proof of pick up. Please keep
this in mind when ordering larger orders.
Do
you have a “store front” we can directly purchase from to save on
shipping costs?
No, I’m sorry, we are licensed for “mail
order” purchases only.
Can you drop off my order somewhere so I can pick
it up to save shipping cost & time?
If you are in Washington State, and
would like to pick up your order, we will be more than happy to drop your
box(es) off at "Ship Happens #115 First Street Cherry Street Sumas WA., 98295".
Ship Happens
will charge you a fee of $4 US (or $5 Canadian) per box no matter how big, small, heavy or
light the box is. TSGSS does not receive a commission fee from Ship
Happens. Ship Happens is not affiliated with TSGSS other than the company
we use to ship all UPS orders from. Also, our $1 US funds handing fee
applies only.
If you are in the Abbotsford British Columbia area: we have a drop off/pick up
place. There isn't a fee from these companies to pick up your orders,
however as with any and all orders, the $1US funds handling fee still applies to pick up orders.
Contact us for directions if you prefer to pick up your order at one of
these locations.
If you would prefer to pick up your order, please contact The Soap Goat
to arrange for your order dropped off for you. USA orders can
be dropped off 2 to 3x per week. Canadian orders can be dropped off
once a week only (drop off days will vary each week).
What
company do you use to ship my order with?
Canadian
Orders:
We use Canada Post. Includes insurance up to
$100.00Cdn. & tracking.
Orders over $100 will be charged accordingly. Canadians
will have your choice of Standard Expedited Mail, or a faster (more
costly) service of Express Mail or an even faster (even more costly)
service of Canada Priority Courier. When checking out of our shopping
cart, you will have
these options to choose from. If no choice has been made, The Soap Goat
will choose the least expensive method of shipment for you.
USA
Orders:
We
use both United States Parcel Service (USPS) and United Parcel Service
(UPS).
USPS:
First Class, Parcel Post, Priority, Express Services. Insurance is additional and must be bought with
each box shipped out.
DO NOT FORGET TO ADD IN 2-5 BUSINESS DAYS PACKAGING TIME INTO THE TRANSIT
TIME
When check out, you will have three USPS options to
choose from:
-
USPS Choose least expensive way (this will be either First Class
– least expensive & slowest method. Parcel Post – 2 to 10 days
shipping & second least expensive way or Priority Post 2-4 days
shipping and generally more expensive then the other two methods)
-
USPS – I need items fast, use USPS Priority Mail.
-
USPS – I need items very fast, use USPS Express Mail (most
expensive, generally starting at $18.00+ up to 1 pound and over $25 at 1
pound 1 ounce and higher - higher at 2# 1oz etc)
UPS
Ground Service:
Includes insurance up to $100 & tracking.
You’re also given the choice of UPS. This is recommended if
your box is heavy (good for Melt and Pour orders) and weighs 5 pounds or
more. We suggest using UPS on all heavy boxes -(we can fit up to 6
slabs in a USPS flat rate box (nothing more can fit but the soap base) - this is a great option - if you choose
USPS First Class/Parcel Post - we will put your items in a flat rate -
it's faster, and cheaper). If your box is more than
$100.00 then applicable additional insurance fee's will be applied.
U.S.
Military APO Destinations:
We ship Priority USPS. All APO
orders are shipped Priority Mail regardless of weight, this insures
faster shipping. All APO orders are insured for at least $51 or
higher regardless of final order dollar amount. By insuring for this
amount (or higher) this is the only way your order can be tracked.
Cost
of Shipping:
Because a shopping cart cannot accurately calculate the
cost of shipping beforehand, we do not supply the shipping cost on the
shopping cart check out system. Your shipping cost is calculated once
your order has been packaged and weighed. Actual shipping cost is
applied to all orders. We use a postal calculator to calculate all
shipping costs. All orders will have a $1.00 US$ handling fee – per
order, not per box.
Your shipping cost will be posted on your invoice.
Is
my box traceable on line?
When your item(s) have been shipped to you, we will provide your
delivery confirmation number to you for easy on line tracking. Keep this
number handy to track your items.
You
e-mailed me and let me know my box has been shipped, but it’s been
weeks since and I still don’t have my order, what can I do?
With
lost packages, USPS legally has 30 days to deliver your package to you.
After 30 days if your package has still not arrived, we will work
together to have your insurance claim started for your item refund.
Canada
Post’s terms are the same BUT have 90 days to deliver.
UPS
Damaged Items:
Once
UPS receives the claim paperwork, a check is typically issued and mailed
to the shipper of record within five business days.
All
packages leave our store fully insured.
UPS
Tracking: http://www.ups.com/WebTracking/track?loc=en_US
USPS
Tracking:
http://www.usps.com/shipping/trackandconfirm.htm?from=home&page=0035trackandconfirm
Canada Post Tracking: https://obc.canadapost.ca/emo/basicPin.do?language=en
Do
you ship outside of Canada and the USA?
Yes, as of
July 18th 2005, we now ship to the following countries
- HOWEVER - the billing address MUST match that of the shipping
address.
Argentina, Australia,
Austria, Bahamas, Barbados, Belgium, Belize, Cayman Islands, Chile,
China, Cyprus, Czech Republic, Denmark, El Salvador, Ethiopia, Finland,
France, Germany, Great Britain, Greece, Grenada, Guyana, Hong Kong,
Hungary, Iceland, Ireland, Israel, Italy, Japan, Kenya, Korea (South),
Luxembourg, Malaysia, Morocco, Netherlands, Netherlands Antilles, New
Zealand, Norway, Philippines, Poland, Portugal, Saint Lucia, Singapore,
Spain, St. Kitts & Nevis, Sweden, Switzerland, Syria, Taiwan.
Different countries will have their own
restrictions regarding what is and what isn't allowed to be imported
into their country.
If you are not sure what is restricted in your country, please click on
this link before ordering:
IMPORT
RESTRICTIONS
Example: Norway will not allow wood materials of any kind to be
imported into their country. We can not send wood molds, wood cutters,
soap stamps - anything made of, or consisting of wood.
International
Shipping:
International shipping isn't cheap. We choose Xpresspost International
Canada Post as they are fast in shipping, the orders are guaranteed to
arrive in less than a week and the orders are insured. We will not ship
Internationally by any other method. Please keep in mind, this service
is expensive.
Merchandise and other items may be subject to Customs clearance and
duties and is the responsibility of the buyer.
Xpresspost-International provides guaranteed delivery in 4 to 7
days from major urban centres to the following countries. Some
exceptions apply. Orders will be shipped to the credit card billing
address only.
The service offers On-time Guarantee, Delivery Confirmation and
Coverage for loss or damage up to $100CDN. Additional fees will be
required if orders exceed $100CDN.
We ship Canada Post Xpresspost International to these countries
only:
Argentina, Australia, Austria, Bahamas, Barbados, Belgium, Belize,
Cayman Islands, Chile, China, Cyprus, Czech Republic, Denmark, El
Salvador, Ethiopia, Finland, France, Germany, Great Britain, Greece,
Grenada, Guyana, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy,
Japan, Kenya, Korea (South), Luxembourg, Malaysia, Morocco, Netherlands,
Netherlands Antilles, New Zealand, Norway, Philippines, Poland,
Portugal, Saint Lucia, Singapore, Spain, St. Kitts & Nevis, Sweden,
Switzerland, Syria, Taiwan.
Credit Card Payments from International Countries:
Any order over which totals $100 or more (including shipping
charges) will have to be paid for using bank transfer of funds only. Due
to the high rate of stolen cards, this can be the only way for both
parties to safeguard against fraudulent funds. Once your order has been
packaged and weighed for shipping costs, we will send you a revised
total (in Canadian funds) and our banking information. We will hold your
order for 7 business days after we send you the total for funds to be deposited
into our bank. Once payment has been cleared in full, we will have your
order shipped to you immediately.
When
is the most likely calendar month to expect shipping delays &
mishandling?
The worst months for
damage occurring during shipping/transit are November & December. As
the influx of packages shipped rises due to the Christmas parcels & gift giving,
the shippers (bless their hearts) are less likely to have the extra time to
take care of boxes like they do the rest of the year.
During these months (November & December), take note to order supplies
well ahead of time needed. Shipping slows down considerably with
all carriers and it is a general rule of thumb
that you will NOT get your items in a timely manner. Expect heavy delays
around the Christmas Holiday Season and expect items not to be shipped as quickly as in the rest of the calendar year.
All orders are shipped in the order they've been received. We can not
"bump" orders ahead of others as this is not fair to those who
ordered ahead of time.
All
lost or damaged claims are to be handled by the carrier.
All
boxes which leave our shop are covered by carriers insurance policy. With
some carriers, please note: lost or damaged claims can take up to,
if not longer than, a year to process. Items are covered for actual
“goods” only. You will not be reimbursed for shipping or handling
costs.
If
you receive a damaged box, your carrier : Canada Post, UPS, USPS must be
notified IMMEDIATELY.
Please
remember: All boxes are sent out with insurance.
If you see that your box has come to you in
less than perfect form (ie: looks like USPS, UPS or Canada Post dropped
it and rolled over it with a truck) do not open the box until you are in
the company of a USPS, UPS or Canada Postal worker.
Processing a claim for merchandise
shipped via United Parcel Service (UPS), United States Parcel Service (USPS)
and/or Canada Post requires us to conform to that companies claims
policy.
Damaged merchandise must be kept in the original container with
the product inside until a UPS, USPS or Canada Post representative has
inspected the damages.
Retain the UPS, USPS or Canada Post inspector's
documentation, and forward a copy of this to TSGSS. We
will then sign the proper forms and send it immediately back to you.
UPS,
USPS or Canada Post will
reimburse you your damaged items. Shipping cost will not be refunded.
With
defective orders/orders which were mishandled in transit:
You must notify our office in writing (email) if you would like to
return any defective products. Our policy is exchange the defective
product for the same item, or issue an "in house"
credit. Store credits do not have an expiry date. Credits can be
applied to all regular priced items, sale items, garage sale items,
pre-buy items. Freight charges will apply to the outgoing order. All
returns must be "pre-authorized" by our office and we can
instruct you how to return the goods.
In order to return product you must contact our office in writing and
request authorization for the return of the merchandise. In cases where
UPS, Canada Post or USPS will not issue insurance claims on mishandled
items during transit, we will require customers show proof that a claim
has been started with the shipping company, and to contact us
immediately *do not send items back until you have contacted our
office. We will not issue any credit nor any shipping fee's if you have
not contacted us via email first before sending the order back. We will
need to know of any problem within 24hrs after your package has been
delivered to you.*
4)
MISC INFORMATION
Back
order items – Out of Stock Items:
Stock
issues are beyond our control. Though we update our website daily, it is
beyond our control to know which item(s) will sell out on an
minute/hourly/daily basis.
We try our best to keep our website updated
as to the best of our ability. Our
website is updated nightly (Mon – Fri.) before we close for the night.
We do not invoice
for items we have sold out of, and have not sent. We do not offer a “backordered item(s)” option
as we do not have the facilities for this option. If any item(s) are not
included in with your order, please reorder the item(s) when the item(s)
have become available on our website; if you still wish to receive
it/them.
We cannot be held
responsible for our out of stock sale priced items to which become out
of stock during a sale. We will not sell out of stock items for sale
price after sale has ended.
All items sold on our website are subject to availability.
Why
is the shopping cart price for my item different then the price on the
website? Which price do I pay?
If
this happens, it could be one of a few things:
-
You may have been ordering an item that the web designer is
currently updating..
-
The cart somehow chose a wrong price (this has only happened once in 5
yrs).
-
When updating the pricing on the website, the price on the cart wasn't
updated.
What
will happen then is, the price of the item which is posted on the
website's page will prevail 'over' the shopping cart total.
If the item has a
conflicting price, we will notify you of the price change, and you will
have the choice of deleting the item from your product order, or keeping
the item at the proper price. If the price on the website is lower then
the price given on the shopping cart, we will automatically give that
lower price without prior notice to the client. If this is the case, the
pricing difference will be reflected on your invoice.
Return
Policy:
Due to the nature of our products, we cannot accept
returns. We do not accept
returns of any items unless shipped by error on part of The Soap Goat
Soap Shop.
Due to contamination factors in the nature of our industry,
we will not accept any items for return.
Shipping cost is non refundable.
We advise that clients review
their order form before placing his or her final order into our
database.
We will bill and ship any items shown on your order form.
If by chance a
return is accepted, we will credit the client the cost of product only.
Credit can be used against future orders. Shipping fee’s are not
refundable under any circumstances.
If
TSGSS ships out items by error, we will give the option of a store
credit, or a USPS/Canada Post Money Order.
FOR MISHANDLED IN TRANSIT PRODUCTS - READ ABOVE SECTION #3.
I'm
missing items in my package and/or I got the wrong items in my order?
Now what?
All claims for loss/damage/wrong items must be made
within 24 hours from the time your package has been received - NO
EXCEPTIONS to the time limitation.
E-mail
us at orders@thesoapgoat.com
so that we can check the weight of your package against the items your
order contained. We will then send you further instructions on how to
resolve the issue.
I
made my order yesterday and today I want to add products to the box, can
I do this?
No, you will have to make up a whole new order and the
new products will be invoiced and charged for separately. Only
additional products made within one (1) hour of original order may be
added.
How
long do I have to cancel an order?
You can cancel an order up to
20 min after is has been placed (Mon – Sun). Once 20 min have passed,
the order will be subject to a 20% restocking fee.
I
got my package, but I’m refusing it, now what are you going to do?
Customers who refuse
products will be responsible for their shipping charges to and from the
Soap Goat Soap Shop as well as any customs duty fee’s and a 20%
restocking fee.
Shipping charges will not be refunded.
Your account will
be credited for the dollar amount of items returned, and monies can be
used towards future purchases.
Do
you sell Soap Supplies Wholesale if I order in bulk or can I have a
discount?
We don’t sell on our soap making supplies wholesale.
However, on a happy note, several times a year we offer clients to take
part in special Pre-Buy sale at substantial savings. Also, we offer
supplies, which have been placed, in our Garage Sale page at below cost
pricing. We also offer more monthly specials then any other soaping
company on the Internet. We are proud to offer regular sale prices,
which are below most of our competitors AND less than our own
wholesalers.
What’s
the scoop about your product pricing, terms, agreements and conditions?
All
pricing, policies, terms, agreements and conditions are subject to
change without notice.
Price
Changes:
Due to unforeseen market fluctuations, prices are
subject to change without notice.
Samples:
Unfortunately do not ship samples without website orders. We include a
FREE sample sized bottle of fragrance oil in every soap making supplies
order which is perfect for
testing. You are more than welcome to request a
fragrance oil, however if we do not have the scent in stock, we will put
in another. Scents are not guaranteed, and are only shipped while
supplies last.
We
reserve the right to refuse service.
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