We want every order to arrive safely and every return request to be straightforward. This policy explains who handles your order, when a direct purchase may be returned, and what to do if something arrives damaged or incorrect.
Where you purchased determines who handles the request
This policy applies to purchases completed directly through the Arts & Crafts website. If you purchased from Amazon or another approved marketplace, that marketplace's shipping, return, refund, and replacement process applies instead.
Shipping destinations
Direct website orders may be shipped to eligible addresses in Canadian provinces and territories outside Quebec and in the United States. Direct website ordering is not available for delivery addresses in Quebec. Customers in Quebec may purchase through Amazon or another approved marketplace that offers delivery to their address, subject to that marketplace's terms and policies.
Available services, charges, estimated delivery times, and any destination restrictions will be shown during checkout.
Deliveries to Alaska, Hawaii, Canadian territories, U.S. territories, PO boxes, and military addresses may require a different service or an additional shipping charge. Any additional charge will be shown at checkout or confirmed with the customer before we accept the order. If an eligible service is unavailable or the customer does not accept the additional charge, we may decline or cancel the order and issue a full refund.
For ordinary consumer direct orders, any applicable duties and brokerage fees will be included in the amount shown at checkout or handled by Arts & Crafts, so the customer is not expected to pay a separate charge upon delivery. Bulk, wholesale, pallet, and special orders may have different import terms; the written quote or order confirmation will identify the importer of record and responsibility for duties, brokerage, taxes, and related charges before the order is accepted.
Delivery dates are estimates unless a service is expressly identified as guaranteed. Weekends and statutory holidays are not counted as business days.
Processing and fulfilment
Direct consumer orders are processed and released for shipment within three business days after we receive a complete order, unless a different timeframe is disclosed before checkout. A written quote or order confirmation may specify a different processing time for a bulk, wholesale, pallet, or special order.
If we cannot ship within the timeframe stated for the order, we will notify the customer before that timeframe expires, provide a revised shipment date when available, and offer the choice to accept the delay or cancel the unshipped order for a full refund.
Orders may be fulfilled by Arts & Crafts or an authorized fulfilment partner. We may select the shipping facility, shipping origin, carrier, and service based on cost, product availability, destination, order size, service reliability, and delivery requirements. An order may arrive in more than one package.
Tracking, addresses, and delivery
When tracking is available, it will be sent to the email address used for the order. Please allow time for the carrier's system to begin showing movement.
Customers are responsible for providing a complete and accurate shipping address. Contact us promptly if an address needs to be corrected. Once fulfilment has begun, we may be unable to change or redirect the shipment.
If a package is returned because of an incorrect or incomplete address, refusal of delivery, or failure to collect it, the customer may be responsible for the cost of sending it again.
Lost or marked-delivered packages
If tracking stops updating or a package is marked delivered but cannot be located, check the delivery area and contact the carrier first. You may also contact us through our Support page so we can review the shipment and assist with any available carrier investigation.
Order cancellations
A direct order may be cancelled before the carrier accepts it. If packaging or fulfilment has begun, we may deduct only the actual payment-processing fee that our processor does not refund, never more than 5% of the order total, where permitted by law and disclosed before checkout. No deduction applies when we cancel the order, when the cancellation results from our error, or when a statutory cancellation or refund right applies. Once the carrier accepts the shipment, the request is handled as a return.
Return eligibility for direct orders
Contact us within 30 calendar days of recorded delivery to request a return. To protect product quality and traceability, the product must be:
- unused, unopened, and unaltered, with its original seal intact;
- in its complete original packaging;
- clean, undamaged, and suitable for resale; and
- accompanied by proof of purchase from this website.
A soap base cannot be returned after it has been opened, cut, melted, mixed, customized, or otherwise altered, except where applicable law requires otherwise.
Starting an approved return
Contact us through the Support page before sending anything back. Returns require prior authorization and must be sent to the destination provided in our return instructions. Because orders may ship from different facilities, do not automatically return a product to the address printed on the original package.
For an eligible voluntary return, the customer is responsible for arranging and paying for return shipping. We recommend using a trackable and appropriately insured service. Arts & Crafts is not responsible for the return shipment until it is received at the authorized return location.
Refunds, shipping costs, and bulk orders
Approved refunds are issued to the original payment method within 10 business days after the returned product has been received and inspected. Your financial institution may require additional time to post the credit.
For voluntary returns, the refund is limited to the eligible product price. Original shipping, return shipping, expedited service, duties, and other order-related charges are not refundable unless required by applicable law.
There is no restocking fee for an ordinary eligible consumer return. An order identified as a bulk, pallet, wholesale, or special order at checkout or in a written quote may be subject to a 25% restocking fee.
Damaged, incorrect, or product-quality concerns
Inspect your order promptly and contact us through the Support page within three business days of recorded delivery if:
- the product was materially damaged during shipping;
- you received a different soap base, package size, or quantity than shown in your order confirmation; or
- the unopened product has a compromised seal, visible contamination, or another apparent condition that materially prevents it from being used as described.
Include your order number, a description of the problem, photographs of the product, shipping box, internal packaging and shipping label, and the lot or batch number when available. Keep the product and packaging while the request is reviewed, and do not open, cut, melt, mix, or alter the product.
If we confirm qualifying transit damage, a fulfilment error, or a qualifying product-quality issue reported within the three-business-day period, we may provide a replacement, refund, or another appropriate resolution. If we require the product to be returned, Arts & Crafts will cover the authorized return-shipping cost.
Claims submitted after three business days may not qualify for seller-paid return shipping or replacement, except where applicable law requires otherwise.
What is considered normal product variation?
Soap bases are production materials and may show small differences between batches. The following generally do not qualify as product-quality issues:
- normal differences in colour, clarity, opacity, texture, or appearance;
- minor surface marks or cosmetic variation that does not prevent normal use;
- surface moisture or glycerin dew caused by humidity or storage conditions;
- personal preferences regarding appearance or texture; or
- results caused by storage, cutting, melting, overheating, boiling, additives, fragrance, colour, molds, equipment, or formulation choices.
Amazon and other marketplace purchases
Products purchased through Amazon or another approved marketplace are subject to that marketplace's payment, shipping, return, refund, and replacement rules. Start the request from the order record in the marketplace account used to make the purchase.
Arts & Crafts cannot directly authorize a return or issue a refund for an order processed by another marketplace. The marketplace order record identifies the applicable process and seller of record.
Questions and support
For help with a direct website order, visit our Support page and include your order number. For a marketplace purchase, begin from the order page in your marketplace account.
This policy does not limit any rights available under applicable consumer-protection law.