Shipping, Refunds and Returns

SHIPPING:

Read about our Carbon Neutral Shipping Initiative here

• We ship anywhere in the continental United States and Canada.
• Rates are dependent on weight, package size or amount of purchase.
• Retail orders $75+ excluding taxes and shipping qualify for Free U.S. Shipping.
• Most orders are shipped USPS Priority Mail.
• Most Island Thyme Soap Company product orders ship carbon neutral the next day.
• In certain cases custom orders will ship within 3-5 business days from the date of payment.

REFUNDS and RETURNS

At Island Thyme Soap, our customers are our top priority. We strive to provide you with high-quality products and excellent customer service.

If for any reason you are not satisfied with your purchase, please don't hesitate to contact us. We offer a hassle-free return and refund policy to ensure your complete satisfaction. If your order arrived damaged, please take a photograph of the damaged package and email it to us as soon as possible.

Here are the details of our policy:

Returns:

• You may return your purchase within 30 days of the delivery date for a full refund.
• Items must be in their original condition and packaging, and have not been used or opened.
• Shipping costs for returns will be at the expense of the customer.

Refunds:

• Refunds will be processed within 7-10 business days after we receive the returned item.
• Refunds will be credited to the original form of payment.
• Exchanges: Unfortunately, we do not offer exchanges at this time. However, you may return your purchase and place a new order for the desired item.
• Rescheduling/Cancellations for Candle Pouring & Perfume Events:
• Rescheduling/canceling of sessions are ok! Life happens. Since these events are limited to six people, we do require at least 24 hours notice for either for a refund.

We hope this policy provides you with confidence in your purchase from Island Thyme Soap. If you have any questions or concerns, please don't hesitate to contact our friendly customer service team. We are always here to help you.

Please read our CANDLE SHIPPING POLICY

While there’s not a reasonable way we can guarantee that candles will arrive the way they leave here, you should know about the extra measures we take to reduce the risk of them melting if left in a hot truck or on a hot porch. Because of these extra steps, we don't offer refunds for melted candles.

Used candles cannot be returned or refunded. Island Thyme Soap Company is not responsible for improperly burned candles.

Late or missing refunds (if applicable)

Usually in the case of missing or misdirected mail, it may help to ask your mail carrier if you see them regularly. Otherwise, if you think neighbors could have received it by mistake you may consider asking them, too.

Next, you could inquire with the Postmaster at your local Post Office. They will have a record of your package being processed, scanned, and loaded for delivery. The Postmaster is also able to confirm via GPS tracking that the package was scanned as "delivered" at your residence, instead of down the street or across town.
If the Postmaster confirms via GPS tracking that it was delivered to your address, then this is likely a case of postal theft. The following three things should happen next:

STEP 1- file a "Missing Mail Search Request" through the USPS through this website: www.usps.com/help/missing-mail.htm

STEP 2- report the suspected theft to the USPS Postal Inspectors by calling 877-876-2455 or online at www.uspis.gov

STEP 3- file a non-emergency police report with your local police to report the theft.

Once a package is scanned as "Delivered", the Island Thyme Soap Company has fulfilled the order and has no obligation to compensate buyers for lost or stolen packages. However, we understand this is a frustrating situation and can replace your items once I receive a copy of either the theft report to the USPS Postal Inspectors or your local police theft report. Reports can be sent to the address or email below.

Refunds (If Applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. 

Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@islandthymesoap.com 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@islandthymesoap and send your item to:

Island Thyme Soap Company
2098 Seminole Blvd #1108 Largo FL 33778

813-314-7684

Shipping Costs are not refundable