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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?
You can call our customer service at (808) 821-1180 Monday - Friday, between the hours of 9am-3pm Hawaiian Standard Time time or, if you prefer, you can email us at contactus@islandsoap.com. Please make sure to reference your order number.

How can I make changes to an order I've already placed?
You can call our customer service at (808) 821-1180 Monday - Friday, between the hours of 9am-3pm Hawaiian Standard Time time or, if you prefer, you can email us at contactus@islandsoap.com. Please make sure to reference your order number.

Can I 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 for purchase. Out of stock items may still be visible but will be deactivated for purchase until they are back in stock. 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?
When checking out please include a note in the Order Comments field to us know that this is a gift in the notes 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 and do not retain any credit card 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-3pm 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.

Shipping Questions

How long will it take for my order to arrive?

PLEASE NOTE: Some delivery times may be longer than usual due to delays caused by the COVID 19 pandemic.

We typically process and ship orders within 1 business day. We do not ship on the weekends or holidays.

The estimated transit times listed below from the shipment leaves our location and are for U.S. addresses only.

All shipping options include tracking

Free and $10 flat rate shipping options

Transit time after leaving our location: 4-6 business days

Most orders are shipped by USPS Priority Flat Rate and do include tracking. Larger orders may be shipped by UPS 2nd day air.

Advantage: Free shipping or shipping for only $10

Disadvantage: Delivery transit time may be up to 6 business days.

UPS 2nd day air

Transit time after leaving our location: 2-3 business days

PLEASE NOTE: UPS sometimes needs an additional day when shipping from Kauai

Advantage: The shortest delivery time.

Disadvantage: May be more expensive and will not deliver to P.O. box address

USPS Priority Mail and Priority Flat Rate

Transit time after leaving our location: 4-6 business days

Advantage: May be more affordable than UPS. Will deliver to P.O. Boxes

Disadvantage: Delivery transit time may be up to 6 business days.

USPS First Class

Transit time after leaving our location: 6-10 business days

Advantage: Most affordable option for smaller items such as 2 oz. lotions, Surfer's Salve small tins, Surfer's Salve sticks and lip balms

Disadvantage: Transit time may be up to 10 business days

 

What counts as business days?
Business days are Monday through Friday and do not include weekends and holidays.

Do you ship on weekends?
We do not ship on weekends. All orders are processed for shipment Monday through Friday.

How are Free Shipping and $10 flat rate orders shipped?
Free Shipping and $10 flat rate shipments are usual shipped by USPS Postal Priority; however larger and heavier orders may shipped by UPS 2nd day air. Both methods include shipment tracking notifications.

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.

Do you ship internationally?
We do ship orders to international addresses. Please be aware that additional custom taxes and fees will be added on to the check out total and transit times may be considerably longer.

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 Order Comments field 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 or refund please contact our Customer Service department toll free at (800) 300-6067or by email at contactus@islandsoap.com. 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 or by email at contactus@islandsoap.com. We are open to assist you Monday - Friday, between the hours of 9am-5pm Hawaiian Standard Time. Please make sure to include you order number.

 

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. 

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 Best Sellers page.


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.

Get in touch with us
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