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FAQs

Order Questions




Shipping Questions




Return Questions



Product Questions



Order Questions

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 (800) 300-6067
FAX: (808) 821-1917
MAIL: 970 Kipuni Way, Kapaa HI 96746

Checks or money orders may be used when ordering via the mail.

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.

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.

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.

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.

If I order for 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.

Is my credit card information secure over the internet?
We use a special secure server to protect your information.

How do I contact you by phone, mail, fax or email?
You can call our Customer Service department toll free at (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.

What are your hours of operation?
You can call our Customer Service department toll free at (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.

Do you ship orders outside of the U.S.?
We do ship orders to international addresses. Please be aware that additional custom taxes and fees may be also included to the check out total.

Why is there 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!

Shipping Questions

How long will it take for my order to arrive?

We will need 1 to 2 business days to process and pack your order for shipping. Business days are Monday through Friday, weekends and holidays not included. Please refer to the shipping options below to estimate how long your order will take to arrive after it has been packed and shipped.

PLEASE NOTE: Transit times listed below are for U.S. addresses only and are from the time your order leaves our location. (weather permitting)

$10 Fixed Rate Shipping. Typical transit time from our location in Kauai is 2-6 days

Fixed Rate shipments are shipped either through UPS 2nd Day or USPS Postal Priority. Both methods include shipment tracking notifications. The shipping method will be chosen at the discretion of Island Soap & Candle Works. Addresses with P.O. boxes will be sent by USPS Postal Priority only.

Advantage: Most economical shipping method for most orders
Disadvantage: Delivery transit time may be up to 6 business days.

UPS 2nd day. Typical transit time from our location in Kauai is 2-3 days

Advantage: The shortest delivery time.
Disadvantage: Will not deliver to P.O. box address

USPS Priority Mail Typical transit time from our location in Kauai is 4-6 days

Advantage: More economical for lighter orders that include smaller items such as 2 oz. lotions and lip balm sticks. Will deliver to P.O. boxes
Disadvantage: May take longer than UPS 2nd Day.

What is the difference between business and calendar days?
You can expect to receive your order in approximately 4-8 business days. Business days are Monday through Friday, weekends and holidays not included.

Do you ship on weekends?
At this time, we do not ship on weekends. All orders are processed for shipment Monday through Friday.

How will my order be shipped?
Fixed Rate shipments are shipped either through UPS 2nd Day or USPS Postal Priority. Both methods include shipment tracking notifications. The Fixed Rate shipping method will be chosen at the discretion of Island Soap & Candle Works. If you would rather specify the shipping method you may choose UPS 2nd Day or USPS Priority Mail; however the Fixed Shipping Rate of $10.00 will not apply.

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.

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 or www.USPS.gov and track you package and confirm where it is and when it will be delivered.

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.

Can you deliver to P.O. Boxes?
Yes, we can by shipping your order by USPS Priority Mail.

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.

What do you use for packing material?
Our packing materials are primarily recycled paper. Please save and re-use as needed or recycle with your other mixed paper.

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.

Can I change the shipping address after the order is placed?
Yes. Please contact our Customer Service toll free at (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.

 

Return Questions

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.

How do I return an order?
Please contact Customer Service at 1-(800) 300-6067. We will help make the arrangements for the return.

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.

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.

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.

What if an item is damaged in shipment?
For a replacement of refund please contact our Customer Service department toll free at (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.

What do I do if my order is missing items?
For missing items please contact our Customer Service department toll free at (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

 

Product Questions

I can't I find a product I ordered before?
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.

Where are the fragrances I saw in your stores in Hawaii?
Each of our stores is it's own mini soap and candle factory and because they produce much smaller batches they have more freedom to create a larger range of fragrances.  Please click here for contact information for our retail stores.

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.

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.

Why are the catalog prices different that the website?
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.

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.

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.