Shipping: Frog Soapworks ships all orders via UPS and or USPS (United States Postal Service) - Priority Mail. We select the carrier based on what will get your order to you the fastest, safest and least expensive. We have a flat fee for shipping based on the total quantity of your order, unless an alternative shipping method is requested. Shipping cost apply to shipments within the 48 contiguous US states of North America. States of Alaska and Hawaii, all off-shore United States territory and possessions, such at Puerto Rico, DO NOT qualify for Free shipping, regardless of quantity ordered, and the actual shipping cost will be manually calculated on your order. We will email you with the rate information before applying to your order.
We ship most orders out the same day and will make sure we do everything possible to get yours out quickly, if you place your order prior to noon of the desired ship day. If not, your order will go out the next business day. For orders of 5 or less Money Candles we will ship them out via USPS Priority Mail which will be delivered anywhere in the US, most generally, within 2-3 days including Saturday residential delivery. Orders larger than 5 money candles will be shipped the most economical way, probably UPS, and will take 7-10 business days for your packages to get to you, especially during the holidays.
Please be sure to always let us know if your order is needed for a certain date (such as a party, wedding, or other special occasion). We offer expedited shipping options for domestic orders only. Those options being Next day, 2 day, and 3 day shipping options and they cost extra as described above.
We CAN NOT ship to P.O. Boxes (Post Office Boxes) and there is no exception to this policy.
We DO NOT ship internationally due to excessive shipping cost, customs charges, etc.
Refund, Returns & Cancellation: We care about your satisfaction as our customer and want you to be completely satisfied with your purchase. Every product we sell is carefully inspected before being shipped to your door, but if for any reason your merchandise does arrive damaged or broken, please notify us at firstname.lastname@example.org immediately so that we can make arrangements to have your merchandise shipped back to be replaced and or a refund issued.
In the event that any product must be returned to us, Please contact us first! All claims for credit, shortages, dissatisfaction and/or damaged must be placed within 15 days of receipt or merchandise. Once contacted, we will review the customers claim and if warranted will issue a Return Merchandise Authorization (RMA) number. We are unable to accept returns or exchanges without a Return Merchandise Authorization (RMA) number. Again, contact us first!
For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage. All shipping charges related to the return of items to Frog Soapworks are the responsibility of the customer unless the item was defective or damaged in transit, you received the wrong item, or where the fee is prohibited by law. If you choose to return an item(s) without insurance and they arrive damaged, no credit will be issued and you must file a claim with UPS and/or USPS depending upon the carrier you used. We cannot accept returns sent C.O.D.
Returns must include a receipt (copy of original shipping invoice which was in the box) and must be in original condition, including packaging, tags, labels and all free extra and promotional items that came with your order with the exception being the "FREE Mystery Gift" which never needs to be returned. All items must be returned in NEW (unused, untested, and resalable) condition. Items that have been used, misused and or damaged by the customer cannot be returned to us, nor will we issue a credit.
We also cannot accept returns on orders where a promotional item (free product with purchase) has not been returned with the order. For example; if you bought an item(s) that came with a FREE extra product. These FREE "extras" must be included with your return to qualify for a full refund. If a promotional item is missing, it's value will be deducted from the original price you paid for the order, thus reducing the amount of the refund, if such is issued. The exception being the FREE "Mystery Gift" item which never needs to be returned - it's our extra way to say thanks for the business.
Once we receive the authorized returned merchandise, we will credit your account within 10 business days. Shipping charges are non-refundable, except in the event that we shipped you the wrong item(s) and/or you received a damaged item(s). Customers receiving FREE shipping will be charged the exact shipping charge for shipping if their order is returned for a refund (unless damaged or shipped wrong) of the original purchase price.
Customers will be charged an additional SHIPPING fee for any refused or undelivered shipment due to customer's incorrect address entered on the order form. Any order that needs to be re-shipped will be charged at the same shipping charges that apply to the original order with the exception being FREE shipping. If a FREE shipping order is returned it will NOT be shipped out again until the customer pays in advance for the actual shipping cost to resend the order. So, PLEASE make sure that your "ship to address" information is correct when you are going through the check out process.
All items listed in the closeout section cannot be returned for any reason other than damaged which will require a Return Merchandise Authorization (RMA) number, as described above, prior to their return to Frog Soapworks
Once an order is placed and shipped it cannot be changed or canceled.
Restocking Fees We do charge a restocking fee for any unauthorized returns. There is no restocking fee for Authorized returns of NEW unopened, unused and untested items returned within 15 days of receipt of merchandise by the customer. Authorized items which are returned after 15 days of receipt are subject to a 15% restocking fee. No refunds will be issued for the items which are returned back to us without an Return Merchandise Authorization (RMA) number. Order Processing Time: We make all efforts to ship orders out the same day if received prior to the 12 p.m. (noon) order deadline. If the deadline is missed, your order will be shipped out the following business work day. However, the holiday season is a busy time for our shipping department and therefore might create and additional 24-48 delay in shipping. So, please help us out by placing your orders early during the holiday seasons to ensure on time delivery.
Handling & Processing Fees: NO, we do not charge any extra "handling and processing fees" like some companies do.
Payment Processor: Please be assured that our website is safe and secure. PayPal is the processing company that we use for our online shopping cart, which is the safest way to shop on the internet. You do not have to have a PayPal account to use our shopping cart. Through our PayPal payment process you can use a Debit or Credit Card - MasterCard, Visa, Discover and American Express are all accepted. Plus, if you do have a PayPal account you can use your account as well.
Remember, we DO NOT have access to your credit card numbers and information. When you click PAY, you are paying us, but we do not physically run your credit card, PayPal does. The funds will be charged to your account at that time by PayPal processing. State Sales Tax Collection: State laws require companies to collect sales tax on all orders shipped to residents in the same state as the company has established offices. Frog Soapworks office is located in the state of Ohio (Butler County); we are, therefore, required to collect a 7.25% sales tax on orders shipped to locations in the State of Ohio.
Remember, sales tax is never applied toward the purchase of gift certificates.
If You Need to Check the Status of an Order: Simply drop us an email! We'll check the status and give you all the details via email.
Backorders: We make every effort to keep all items in stock all the time, but due to the popularity of our items we do sometimes run out, especially during the holidays. We will not backorder any items not in stock at time of order placement. Instead, one of our customer service representatives will notify you either by phone or email to see if you want to replace the unavailable item with another. If you can't be reached (within 24 hours) the original order, minus the unavailable item(s) will shipped and your invoice will be adjusted and credit issued for any unavailable item(s).