Valhalla Soap Company Policies
HOURS OF OPERATION
Valhalla Soap Company is open Monday thru Friday 10:00 a.m. to 5:00 p.m. PST or via the web 24/7. If you need to contact us for any reason, you may call during regular business hours, or you can contact us through the website 24/7 and we will get back to you within 48 hours.
SHIPPING & RETURNS
At this time we offer USPS Priority Mail, and UPS*, as well as Pick-Up for our local Newport, WA, Priest River, ID and outlying area customers. If you would like to pick up your order, please check the appropriate box upon checkout and we will call you to make arrangements for pick up.
SHIPPING RATES --DOMESTIC
Shipping is based on the weight of your package. All carriers base their rates on the weight of a package and the distance it is traveling. We do the same. We don't charge shipping based on the dollar value of the merchandise you are buying.
SHIPPING TIMES
Due to the nature of our products and custom scenting, each order can take up to 72 hours to process and will be shipped on the next shipping day.
Custom soap/candle orders can take up to 2-3 weeks to manufacture.
Shipping days are Monday-Wednesday-Friday. UPS shipments are made only 1 time per week. Please keep this in mind when ordering.
**Please note that during Sales and Holidays it could take longer to process and ship orders.
RUSH SHIPPING FEES
All orders are processed on a first come, first served basis. If you desire a faster shipping method (see above) this will only affect your order once it leaves the warehouse. If you desire to have your order pushed ahead of the others we will apply a RUSH HANDLING fee of $10 or 15%, whichever is greater.
ORDER TRACKING
All orders submitted via Online Ordering and shipped through UPS/USPS will have an automatic email notification of the tracking number. Allow UPS 7 to 10 business days and USPS 7 to 21 business days, to deliver your package. Canadian, AK and HI orders take longer than 48 contiguous state shipments and orders being shipped outside the US and Canada take the longest.
REFUSED SHIPMENTS --USA ONLY--
All shipments which are refused at the time of delivery will be issued an in-store credit for the amount of the product items less 25% once the items are returned to us. We will not issue a refund for shipping and/or rush fees. Any additional transportation charges incurred due to the refusal will be deducted from this credit.
ADDRESS CORRECTION CHARGES
We request a "ship to" address. If this address is submitted incorrectly, or you have the package rerouted by UPS, there will be an address correction bill sent to you. This charge is $10 for each package within the shipment. Failure to provide a suite or apartment number will also incur the address correction charge. UPS is tough with us and they will not remove these charges from our bill. Please help us by giving a complete address which includes company names, floors, and apartment or suite numbers. Thank you!
Any packages returned to us due to an incomplete address on the order will incur additional shipping charges to re-ship the package. Shipping charges are not refundable for a returned package due to incomplete addresses, no exceptions.
SHIPPING RATES -- INTERNATIONAL- Including Canada Due to the high rate of lost packages we considered restricting our orders to the USA only. However, since we have such a strong International Customer base, we have decided to continue to ship internationally with the following provisions:
1) All International shipments will be sent Airmail determined by weight. Please note that the FLAT RATE amount is for DOMESTIC USA ONLY By law a Customs form MUST be attached to your order with the package value. Please note this can result in Customs Fees. If you chose the USA FLAT RATE your order will not be shipped until you respond to the email when your order goes into PROCESSING and you agree to remit the differences in shipping cost.
2) Valhalla Soap Company is not responsible for, nor do we refund Customs Fees. We are charged to have these packages returned based on price and weight. If your order is refused or returned for unpaid Customs Fees, there will be a restock/reship fee of $15.00 plus any additional postage. You are responsible for all of these fees even if you do not accept the package.
3) We will NOT ship as GIFT. We refuse to commit fraud. We cannot insure or track your order when it is marked as GIFT. Please don't ask.
DAMAGE CLAIMS
Insurance is available on all USPS for a nominal fee. UPS shipments are automatically insured up to $100. We make every effort to package your orders safely and securely. However, we are not responsible for damages caused by shipping carriers. If you have a shipping damage claim, please contact the shipping carrier and Valhalla Soap Company immediately. We will do what's reasonable to assist you with your damaged shipping claim, but shipping damages are not our responsibility and are therefore not entitled for refund or exchange.
LOST ORDERS
You will not be charged to reship a lost order. We will ship up to 2 additional times at no cost if you purchase insurance. If you choose not to purchase insurance, we will only reship your order once. If the second shipment is lost, you will be refunded the order amount less shipping. Any future packages will require insurance to be shipped to your address.
RETURNS/REFUNDS
We at VSC want you to be satisfied with your product. However, due to the nature of our product and the risk of contamination, we do not accept returns of opened products. If you would like to return a product purchased from VSC, you must first obtain a Return Request Form from our office. At that time you will be given the proper instructions for returning your product. Please Do Not return any products to VSC without first contacting our office for a Return Request Form. Shipping is not refundable in any circumstance. Product MUST be returned (in our possession) no later than 30 days from the original purchase date. If you purchased any of our products from one of our retailers and not directly from Valhallasoap.com you will need to contact that retailer for any return/refund issues that you may have. We are not responsible for products purchased from other retail outlets.
ACCEPTED FORMS OF PAYMENT
We accept Visa, MasterCard, Personal/Cashiers Checks, Money Orders, RME and PayPal. Hyena Cart is set up to ONLY accept PayPal, so if you prefer a different mode of payment, please call us for payment arrangements. If you would like to order by telephone, please contact us at (509) 292-0724 during regular business hours.
RETURNED CHECKS
There is a $25.00 charge for any check returned by your bank.
DELIVERY TIMES
Normal turnaround time on our orders is 72 hours. However, things can get pretty hectic when there is a high volume of orders for any particular reason. Therefore we ask that you expect the industry standard of 3-5 business days for processing. The holiday season can take longer so please order early. Please understand that due to handcrafted nature of our products, we may from time to time be out of stock of a particular item. We will notify you immediately if this is the case and give you the opportunity to replace the item with something else, remove it from your order or place the out of stock item on backorder.
SALES TAX
Washington State residents will be charged sales tax. Please note that in the State of Washington shipping and handling is a taxed service.
Thank you for your support. We greatly appreciate the opportunity to serve you.