Shop Policies

USPS Shipping

  • 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 – or incorrect, or STOLEN:

DAMAGED or Incorrect

Step 1: Send us photos of all the 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 – thank you for reaching out and letting us know! Pictures also help us determine what we can do better next time as we are always willing to improve our customer’s shopping experience.

LOST or DELAYED

All orders since August 12th, 2020 have USPS carrier insurance coverage – or Shipsurance coverage when carrier insurance is not available – on every package in the amount paid, shipping included!

Step 1: Contact USPS online at usps.com, via phone, or a visit to the nearest USPS to confirm the status of your package. If it’s status according to USPS is lost or delayed you will receive a case number. For them to process the case, you will need the tracking number received in an email when your order’s shipping label was created. If you cannot find your tracking number contact us so we can provide it for you.

Step 2: If USPS confirms it as lost yet will not issue a refund for some reason, please contact us with your case number. We will confirm with USPS that the package is lost (not delayed) and not eligible for a refund before filing our own claim and issuing a direct refund.

STOLEN

Neither our company nor the shipping carrier can be held responsible in the case of a stolen package. If you suspect a mail carrier or anyone else is stealing packages, please contact 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 was incorrect or damaged, please contact us immediately – see instructions above!
  • For unused and unwanted items which have already been received, we gladly accept returns and exchanges not including shipping and return shipping:
    • For a full shipping refund included, you may request an order cancellation before we create the shipping label.
    • If you missed the cancellation period or need to return or exchange a product, contact us 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 created especially for you or your event
      • Items On Sale
      • Used Items – opened is okay, but if the product is damaged, dirty, or used, we will not accept the return
  • Conditions of return
    • Buyers are responsible for return shipping costs. If the item is not returned in its original condition, we will not accept the return.
    • We do not accept returns or refund requests 30 days after delivery date.
  • 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.