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FAQs

HOW TO ORDER:

SHIPPING:

RETURNS:

PRODUCT QUESTIONS:

 

 

 

 

 

 

HOW TO ORDER:

How do I place an order?
You may place an order via our website or by phone or fax.
WEBSITE: www.islandsoap.com
PHONE: Toll Free 1-(800) 300-6067
FAX: 1-808-821-1917
MAIL: 970 Kipuni Way, Kapaa HI 96746

Checks or money orders may be used when ordering via the mail.
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How do I cancel an order?
Please have your order number handy, then call our Customer Service department, at (808) 823-8626. We are open to assist you Monday - Friday, between the hours of 11am-8pm Pacific time.
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How can I make changes to an order I've already placed?
Please have your order number handy, then call our Customer Service department, at (808) 823-8626. We are open to assist you Monday - Friday, between the hours of 11am-8pm Pacific time.
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Is it okay to Fax an order? How do I do it?
We'll be happy to process your faxed order! Create your order on the web site but rather than submitting via the web just print out and fax. Please make sure that you include your credit card number and expiration date. Fax the order to us at (808) 821-1917. You can also use the mail order form in your catalog.
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How do I know if an item is available?
All items listed on our website are available to purchase. If for some reason we do run out while processing your order we will contact you with options for you to consider.
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Occasionally during special sales, item availability changes quickly!
All items listed on our website are available to purchase. If for some reason we do run out while processing your order we will contact you with options for you to consider.
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If I have you send an order to a friend do you send it with the receipt?
No. We mail the receipt to you separately. However, we put a postcard in with the shipment that let’s them know it is a special gift from you.
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Is my credit card information secure over the internet?
We use a special secure server to protect your information.
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How do I contact you by phone, mail, fax or email?
You can call our Customer Service department toll free at 1-(800) 300-6067. We are open to assist you Monday - Friday, between the hours of 9am-5pm Hawaiian Standard Time.  Send all mailed correspondence to 970 Kipuni Way, Kapaa HI 96746, by fax to (808) 821-1917, or via e-mail to contactus@islandsoap.com.
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What are your hours of operation?
You can call our Customer Service department toll free at 1-(800) 300-6067. We are open to assist you Monday - Friday, between the hours of 9am-5pm Hawaiian Standard Time.  Send all mailed correspondence to 970 Kipuni Way, Kapaa HI 96746, by fax to (808) 821-1917, or via e-mail to contactus@islandsoap.com.
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I don't live in the U.S.; Can I order from you?
At this time, we do not ship outside of the United States and its territories; however our retail store in Koloa, Kauai does accept international orders. Their website is www.kauaisoap.com
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Why do you guys have a $40 minimum order requirement?
Being in Hawaii is great but not when it comes to shipping. Unfortunately the minimum shipping cost, even for just one bar of soap, can be around $10. Ordering $40 or more provides you a much better value for the cost of the shipping. We also include free items when you order to make it an even better deal!
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SHIPPING:

How long will it take for my order to arrive?
How long will it take for my order to arrive? You can expect to receive your order in approximately 4-8 business days. Business days are Monday through Friday, weekends and holidays not included.
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What is the difference between business and calendar days with respect to shipping?
How long will it take for my order to arrive? You can expect to receive your order in approximately 4-8 business days. Business days are Monday through Friday, weekends and holidays not included.
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Do you ship on weekends?
At this time, we do not ship on weekends. All orders are processed for shipment Monday through Friday.
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How will my order be shipped?
We ship all orders via UPS because we have found that UPS provides the quickest delivery and most economical service. All orders to Canada are shipped via Fed Ex.
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Is shipping expensive from Hawaii?
We have a very good relationship with UPS and therefore get a special discount. We pass on these special discount rates to our customers.
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How will I know when my order ships?
We will email you a message with tracking number as soon as your order ships. You can then go to www.UPS.com and track you package and confirm where it is and when it will be delivered.
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How do I track an order I placed over the phone?
Please contact our Customer Service department toll free at 1-(800) 300-6067. We are open to assist you Monday - Friday, between the hours of 9am-5pm Hawaiian Standard Time. Please have your order number available.
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Can you deliver to P.O. Boxes?
Yes, we can. However, if UPS delivers in your area we highly recommend that you provide a physical address so that we can have UPS provide a more reliable delivery of your package.
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Can I have you send a gift directly to a friend?
You sure can! We can even include a personalized message. Let us know what you want to say in the special instructions section when you check out.
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What is the composition of your packing materials? Are they environmentally safe? How do I get rid of it?
Our packing materials are primarily recycled end-rolls from our local newspaper print shop. Please save and re-use as needed or recycle with your other mixed paper.
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Why was there too much/too little packaging?
We strive to package all of our items such that they arrive in perfect condition at your door without being wasteful of materials or incurring a larger shipping charge.
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Do you ship internationally?
Unfortunately no, we are unable to ship internationally at this time; however our retail store in Koloa, Kauai does accept international orders. Their website is www.kauaisoap.com
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Can I change the shipping address after the order is placed?
Yes. Please contact our Customer Service toll free at 1-(800) 300-6067. We are open to assist you Monday - Friday, between the hours of 9am-5pm Hawaiian Standard Time. Please have your order number available. We will be happy to change the address provided the order has not already shipped.
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RETURNS:

What is your guarantee of satisfaction?
Every Island Soap & Candle Works’ product is fully guaranteed. If you are not completely satisfied with any product, return it at our expense for a complete refund of the purchase price.
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How do I return an order?
Please contact Customer Service at 1-(800) 300-6067. We will help make the arrangements for the return.
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Under what conditions may I return an order?
You may return any product if you are not completely satisfied. If you made an error in your order we will gladly exchange the product or give you a refund if you pay for the shipping cost.
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How do I package an order for return?
If you still have the original box and packing materials use them, otherwise use any suitable box with enough packing to prevent breakage.
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When can I expect my refund?
We will process your refund as soon as we receive your returned package. Generally, your may expect your refund within 2-3 weeks.
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What if an item is damaged in shipment?
For a replacement of refund please contact our Customer Service department toll free at 1-(800) 300-6067. We are open to assist you Monday - Friday, between the hours of 9am-5pm Hawaiian Standard Time. Please have your order number available.
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What do I do if my order is missing items?
For missing items please contact our Customer Service department toll free at 1-(800) 300-6067. We are open to assist you Monday - Friday, between the hours of 9am-5pm Hawaiian Standard Time. Please have your order number available
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PRODUCT QUESTIONS:

I wanted to reorder something that I ordered last time but it isn’t available now. Can I still get it?
We occasionally discontinue items. They are removed from the web site only when we are completely sold out. The good news is that when we discontinue something, we usually introduce exciting new products about the same time.
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I bought a wonderful fragrance in one of your stores in Hawaii but I don’t see it offered on your web site and was wondering if it is available?
Can I order a fragrance I bought from one of your stores that is not available one your website? Yes. Our retail stores offer a larger fragrance selection. Please click here for contact information for our retail stores.
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How do I know what the fragrance smells like?
We try to provide vivid descriptions of the wonderful tropical fragrances available in our products. However, if something is unfamiliar to you we suggest that you consider buying the smallest size of that product first. If you like it (we know you will) then you can buy the larger size next time.
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I’m not sure what to get.  What are your most popular products?
We have a page on our web site that has recommended collections of our most popular products to make your decision easier.  Just click here to visit our Island Soap Collection page.
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How can I find out what other customers have liked about your products?
We have a special section on our web site where you can read through the recommendations of other customers. Click here to jump to that section.
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Why is one of the prices in my catalog different than on the web site?
We may only print one catalog per year and therefore your catalog may not have the latest price. Our web site is updated immediately whenever we make a change and is therefore the best reference for pricing and new products.
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Is there lead in your wicks?
No. We use either a zinc core or a tightly wrapped paper core in all of our wicks, neither of which have any traces of lead.
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Are your products really made in Hawaii?
The only products that we don’t make ourselves are some of the candle and soap accessories items. Even some of these are made by local artisans. All other products we make right here at our factory on Kauai.
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