Soap Making Resource Policies
Turnaround time: Most orders will leave the SMR warehouse in 1 - 7 business days depending on our current shipping workload. Offering a speedy turnaround time is extremely important to us and we take this very seriously. We attempt to ship every order as quickly as possible. All packages are shipped out of our facility located in Lancaster, Pennsylvania USA. Transit times will vary depending on your location. Please call our office at 717-397-4104 if you would like an update on the status of your order. We are always more than happy to help you! Also, please read this update from the owner about our turnaround time and our improved communications that all customers will be receiving!
Tracking: We understand that being able to track your package is extremely important to you! Upon shipment, you will be emailed a tracking number automatically from one of our shipping systems. If you do not receive a tracking number in a timely manner, please give us a call at 717-397-4104 as this may indicate that your tracking email did not go through to your inbox properly.
Shipping and handling costs: SMR is excited to offer free shipping and handling (within the contiguous USA) on orders with a product total of $200.00 or more. Here at SMR, we make every effort to provide reasonable shipping and handling rates. Our minimum shipping and handling charge is $12.67 and gradually increases from there depending on the size of your order. For those who want to purchase a small amount of materials, this $12.67 minimum shipping and handling fee allows us to avoid having to charge any kind of "small order fee" or enact a "minimum order requirement". Please see the section below for more information about this significant SMR benefit! Furthermore, in many instances, especially for large and heavy orders, we charge discounted shipping rates, which is usually significantly less than the actual cost to ship your package! Our discounted shipping program will likely save you money. Finally, as mentioned above, all orders with a product total of $200.00 or more will qualify for free shipping within the contiguous USA! The general rule of thumb: the more you buy at one time from SMR, the lower your shipping rate per pound of product is going to be!
Shipping carriers: We have a contract with UPS and most orders are shipped via their UPS ground service. Some small packages, orders being shipped outside the contiguous USA and orders being shipped to a PO box, may ship out via the United States Postal Service.
Minimum orders: Soap Making Resource LLC does not require a minimum order and unlike many suppliers, we do not charge a small order fee. We do, however, have a minimum shipping and handling charge of $12.67. This $12.67 shipping and handling fee will cover the cost of processing your small order. As mentioned in the previous section, if you want to cut your shipping costs, please take advantage of our free delivery offer (contiguous USA only) on orders with a product total of $200.00 or more. Also, keep in mind that large orders usually have discounted shipping rates, so in most cases, you will pay less than cost for shipping. In general, the more you buy from SMR, the lower your shipping rate per pound of product is going to be! Please read the section above to learn more about our policy on shipping and handling costs.
Damages and missing shipments: Soap Making Resource LLC takes great care to package all shipments with a focus on preventing damages. Unfortunately, however, sometimes damages do occur and packages do go missing. In the rare event that your package is damaged or becomes missing in transit, SMR will rectify the situation promptly. If needed, we will quickly re-ship your damaged items and handle the insurance claim. Keep in mind that you will never incur any additional shipping fees due to a damaged package and SMR assumes complete responsibility to replace in full all damaged items with no additional charges. Although we use third party carriers like UPS and USPS to ship our packages, Soap Making Resource LLC takes full responsibility to make sure your order is successfully delivered. It is extremely important to us that you receive your products in excellent condition!
Order pickups: You are welcome to pick up your order at our facility, but please be aware that all pickups are by appointment only. We are a factory/warehouse location and do not have a walk-in store front or product showroom. If you would like to pick up your merchandise, please order online and then call us immediately after you submit your order to schedule your pickup appointment. We will tag your order for pickup and promptly refund your shipping and handling charge. Alternatively, you can place your order over the phone and communicate with your customer service representative that you will be picking up your order. Please allow 24 hours processing time to prepare your order for pickup. Give us a call today at 717-397-4104 if you have any questions about picking up an order at the SMR facility!
Order add-ons: Post purchase product add-ons will be considered on a case-by-case basis. Whether or not we can accommodate your request depends on what processing stage your order is in. While we understand that forgetting to add an item to your cart can and will happen; we strongly encourage you to carefully review your shopping cart before checking out and make sure that you have added everything you want. If you must add an item onto your order, please call us at 717-397-4104 and we will be happy to make every effort to accommodate your request.
Order cancellations: If you need to cancel your order or cancel a specific item within your order, please call us to arrange your cancellation within 2 hours after you made your original purchase.
Guarantee and return policy: Your satisfaction is our number one priority. We are happy to offer a 15 day satisfaction guarantee on all merchandise. Furthermore, all Soap Making Resource molds come with a 30 day warranty against defects. If you are not satisfied for any reason with your purchase, please return your unused product portion or piece of equipment to the Soap Making Resource LLC facility for a full refund. Your refund will be processed promptly after your product has been received and inspected. Please see our contact page for our return address and contact information.
International Shipping: Soap Making Resource LLC is thrilled to ship internationally. Please click here for an international shipping quote today!
Hours of operation: The SMR facility is open from 8am - 6pm EST and our customer service department is open from 9am - 5pm EST. SMR's online store, soap-making-resource.com is open 24/7, 365!
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