Shop Policies

Shipping Policies

  • Processing Time
    • The time we need to prepare an order for shipping varies, but we usually ship out all premade orders within 1-2 business days!
    • Custom or wholesale orders may take up to 2-6 weeks to fulfill due to curing time or if we need to order more ingredients.
  • Estimated shipping times for USPS **THESE ARE DELAYED DUE TO COVID-19**
    • United States: 1-4 business days **NOW 2-6 business days
    • Canada: 1-2 weeks **NOW 2-4 weeks
    • We will do our best to meet these shipping estimates, but cannot guarantee them. Actual delivery time will depend on if you paid for First-Class Shipping (under 1 lb) or Priority Shipping (1 lb or over). If we are delaying shipments due to official holidays, shop vacations or other emergency situations, we will announce this on our website’s front page pop-up tab and on our social media pages.
  • International Customs and Import Taxes/Fees
    • Buyers are solely responsible for any customs and import taxes/fees that may apply.
    • We cannot be held responsible for delays due to custom holds or a change in postal services or laws.
    • Please be aware of your country’s current shipping policies and new time-frames before placing your order.
    • Overseas customers may experience significant delays or custom holds/fees in delivery due to Covid-19 and the animal-based nature of our products – up to 4 months – these risks are accepted when an order is placed.

If Your Package is LOST, DELAYED, DAMAGED, INCORRECT, or STOLEN:

We offer complete Weight-Based USPS carrier insurance coverage during checkout on any domestic package in the amount paid, shipping included! If your other shipping option includes insurance, you are eligible for a full refund if the carrier makes a mistake by following our instructions below.

DAMAGED or INCORRECT

Step 1: Send us photos as proof of all damaged or incorrect products along with your order number as soon as you can. Please include the shipping package and shipping label, details and clear pictures are appreciated! You may send your email to permaearthfarm @ gmail.com or contact us.

Step 2: We will replace or refund any damaged or incorrect items after photo confirmation if insurance was also purchased during your order – thank you for reaching out and letting us know! Pictures also help us determine what we can do better next time as we improve our customer service.

LOST or DELAYED

Step 1: Contact your shipping carrier via website tracking, email, phone, or visit your nearest postal office to confirm the status of your package.

Step 2: If the status according to the carrier you selected is lost or significantly delayed you will receive a case number. For the shipping carrier to create and process the case, you will need the package’s tracking number. Your tracking number was automatically sent in an email note update when your order’s shipping label was created. If you cannot find your tracking number, please contact us and we can provide it for you!

Step 3: If after 15 days your package still hasn’t arrived, you may file a claim with the shipping carrier. If the shipping carrier confirms it as lost or significantly delayed, yet will not issue a refund for some reason, please contact us with your case number and claim number–if your package’s shipping was chosen to be insured. If you are insured, we will confirm with the shipping carrier before filing our own claim and issuing a direct refund to you.

STOLEN or “Delivered”

Neither our company, nor the shipping carrier, can be held responsible in the case of a stolen package.

We cannot be held liable for a package marked as “delivered” by the carrier. This will not be covered by any insurance purchased.

If you suspect a mail carrier or anyone else is stealing packages, please contact your local USPS and your local law enforcement with any relevant information.

As a small home-based business, we hope you understand the nature of our policies and why we cannot be held liable for certain instances.

Cancellations, Returns & Exchanges

  • If your order arrived incorrect or damaged, please contact us immediately – see instructions above!

Conditions of return

  • If you have a negative experience using any of our products, please contact us immediately and our team will address this issue with you as soon as possible.
  • Contact Us to cancel or change an order before we ship it out! See details below.
  • Buyer is responsible for shipping costs if order was not cancelled before shipment. If the item is not returned in its original condition, we will not accept return.
  • We do not accept returns or refund requests after 30 days upon delivery date.
  • For unwanted and unused items which have already been sent, we gladly accept returns and exchanges – not including shipping and return shipping costs:
    • For a full refund with shipping included, you may request an order cancellation before we create the shipping label to ship out your package. Note that we often have less than a 1 day processing time for the fastest shipping possible on our part.
    • If you missed the cancellation period or need to return or exchange a product, contact us immediately or within 7 days of delivery
    • Ship items back (at your cost) or request a free “return to sender” shipping label from USPS if you have NOT opened the package within 7 days of delivery
  • The following items CANNOT be returned, refunded or exchanged:
    • Because of the nature of these items, unless they arrive defective, we can’t accept returns or refunds for:
      • Shipping Costs – when the label is first created and the package is handed over to the postal service, there are no returns for that label. If you would like your shipping costs to be refunded, request a cancellation before the shipping label is created.
      • Custom orders or personalized items
      • Items On Sale
      • Used Items – opened is okay, but reliant upon if the product is damaged, dirty, or even a tiny bit is obviously touched or used, we will not accept the return.
  • Questions about your order?
    • Please contact us if you have any issues or concerns with your order, we are happy to help!

Frequently Asked Questions

  1. Custom and personalized orders
    • We do provide custom and personalized orders! If you wish for us to cater to your custom needs or events, we can provide that service with a minimum order quantity.
    • For custom soaps for your personal use or event, our minimum order quantity for soap is 40 ounces (10 of the regular 4 ounce bar size, or 20 half sizes). For lotion bars there is no minimum order for adding a scent and color to our unscented bars, but it is a 12 bar minimum to change the base ingredients. For lip balms our minimum customized order is 24 balms.
    • For wholesale and retail custom orders, please contact us for order quantity minimum and wholesale pricing, which we do not offer unless you are a licensed retailer.
    • Customized labeling can incur extra fees depending on the request.
    • Please contact me for more details. I love doing this kind of work for retailers, special event(s) or business promotions!
  2. Gift wrapping and packaging

Privacy Policy

  • We never see any of your specific personal financial information as our ecommerce shop program does not grant us access to it. If you believe your financial information has been stolen or compromised, please contact your financial institution about securing your payment method immediately.