Customer Service
Here at ASC Soapworks, we strive for excellence in the area of Customer Service. With that being said, life happens and if you have ordered or received some of our products and are not 100% satisfied with the experience, please let us know immediately. Our email address is keepitsimple@ascsoapworks.com. We will do our best to respond within 24 hours - we want the opportunity to be able to put you back on the track of being a happy customer.
Here at ASC Soapworks, we strive for excellence in the area of Customer Service. With that being said, life happens and if you have ordered or received some of our products and are not 100% satisfied with the experience, please let us know immediately. Our email address is keepitsimple@ascsoapworks.com. We will do our best to respond within 24 hours - we want the opportunity to be able to put you back on the track of being a happy customer.
Payments
Website orders will take your payment as the order is placed to avoid any delivery delays. All orders will need to be verified prior to shipment to ensure that items are in stock and ready to be shipped. If there are any issues with the order, you will be contacted within three days to arrange for substitutions or refund. Any special offers, coupon codes or promotions are to be applied individually and are not to be combined with other offers.
Website orders will take your payment as the order is placed to avoid any delivery delays. All orders will need to be verified prior to shipment to ensure that items are in stock and ready to be shipped. If there are any issues with the order, you will be contacted within three days to arrange for substitutions or refund. Any special offers, coupon codes or promotions are to be applied individually and are not to be combined with other offers.
Shipping & Delivery
If an order is placed before noon Mountain Time, and all items are in stock, we will do our best to get your order in the mail or make delivery arrangements that same day. If the order is received after noon, it will be shipped out the following day. If an item is not currently available, or shipment/delivery cannot be completed as stated above, you will be contacted via email to make substitutions, other delivery arrangements or if necessary refund of payment. Some items such as body butters or lotion bars, may incur an additional shipping fee for ice packs, will need to be shipped early in the week (to avoid sitting in hot warehouses) or may not be shipped at all during summer months. Items will not be shipped out after noon on Saturday, or on Sundays or federal holidays.
The majority of our orders are currently shipped using the US Postal Service. We have noticed more delays in delivery over the past couple of years, however, the product tends to be less damaged than when using other services, so we prefer this method. Generally, packages are sent priority mail and will arrive within a window of 1-3 days, however, we cannot take responsibility for any delays from USPS. If provided, your email will be added when creating the label, providing you with tracking information. If for some reason you or the receiving party do not receive your package within five days, it's time to contact USPS and we will work with you to determine where it is and if the package was lost or damaged on route. If the package cannot be found or recovered, we will be happy to provide a refund or replacement of product, whichever you prefer.
Local deliveries are generally scheduled with you after your purchase is complete and product availability is verified. We like to deliver same day if possible, but this does tend to be flexible with both your schedule and ours (for example I may need to make a product fresh...or you may be out of town for a weekend). We will contact you within 24 hours to let you know when to expect your delivery. Free delivery orders are only available in our local delivery area, address to be verified once order is placed.
If an order is placed before noon Mountain Time, and all items are in stock, we will do our best to get your order in the mail or make delivery arrangements that same day. If the order is received after noon, it will be shipped out the following day. If an item is not currently available, or shipment/delivery cannot be completed as stated above, you will be contacted via email to make substitutions, other delivery arrangements or if necessary refund of payment. Some items such as body butters or lotion bars, may incur an additional shipping fee for ice packs, will need to be shipped early in the week (to avoid sitting in hot warehouses) or may not be shipped at all during summer months. Items will not be shipped out after noon on Saturday, or on Sundays or federal holidays.
The majority of our orders are currently shipped using the US Postal Service. We have noticed more delays in delivery over the past couple of years, however, the product tends to be less damaged than when using other services, so we prefer this method. Generally, packages are sent priority mail and will arrive within a window of 1-3 days, however, we cannot take responsibility for any delays from USPS. If provided, your email will be added when creating the label, providing you with tracking information. If for some reason you or the receiving party do not receive your package within five days, it's time to contact USPS and we will work with you to determine where it is and if the package was lost or damaged on route. If the package cannot be found or recovered, we will be happy to provide a refund or replacement of product, whichever you prefer.
Local deliveries are generally scheduled with you after your purchase is complete and product availability is verified. We like to deliver same day if possible, but this does tend to be flexible with both your schedule and ours (for example I may need to make a product fresh...or you may be out of town for a weekend). We will contact you within 24 hours to let you know when to expect your delivery. Free delivery orders are only available in our local delivery area, address to be verified once order is placed.
Return Policy
Returns are accepted for goods that were incorrectly placed in your order or damaged in transit. If you find your order has been damaged or if you find you have received the wrong product, please contact us immediately. We will assess the situation and either exchange or replace the product. Our products do have a shelf life, and for best experience, we expect them to be used in a timely fashion, as well as being stored in a cool, dry location. Most of our soaps have a several year shelf life if stored properly. Occasionally, however, depending on the ingredients being used, a product may not have this longevity. If you find that your product is not of acceptable quality within 30 days of purchase, please let us know and we will do our best to exchange or replace it for you.
Returns are accepted for goods that were incorrectly placed in your order or damaged in transit. If you find your order has been damaged or if you find you have received the wrong product, please contact us immediately. We will assess the situation and either exchange or replace the product. Our products do have a shelf life, and for best experience, we expect them to be used in a timely fashion, as well as being stored in a cool, dry location. Most of our soaps have a several year shelf life if stored properly. Occasionally, however, depending on the ingredients being used, a product may not have this longevity. If you find that your product is not of acceptable quality within 30 days of purchase, please let us know and we will do our best to exchange or replace it for you.
Custom Orders
All special and custom orders will be billed in two installments - 50% prior to production, 50% at time of delivery. This allows us to cover the upfront costs to start production, and allows the customer to ensure the design is acceptable prior to final payment. Delivery date will not be confirmed until the first installment is completed, as a delay in payment may push forward the product's cured and ready date. If you wish to cancel your order, you may do so under the following guidelines:
60 days or more prior to agreed delivery date: 90% refund
30-60 days or more prior to agreed delivery date: 50% refund
Less than 30 days prior to agreed delivery date: No refund available
All special and custom orders will be billed in two installments - 50% prior to production, 50% at time of delivery. This allows us to cover the upfront costs to start production, and allows the customer to ensure the design is acceptable prior to final payment. Delivery date will not be confirmed until the first installment is completed, as a delay in payment may push forward the product's cured and ready date. If you wish to cancel your order, you may do so under the following guidelines:
60 days or more prior to agreed delivery date: 90% refund
30-60 days or more prior to agreed delivery date: 50% refund
Less than 30 days prior to agreed delivery date: No refund available
Promotions and Discounts
Occasionally, we will run special promotional pricing and/or discounts on the website or via our newsletters, social media, etc. These will be limited time or limited product availability offers, so please note any expiration dates listed in promotional materials and once a limited edition product is gone, it is gone. Offers do not include shipping and/or applicable delivery fees, unless otherwise stated. Offers exclude wholesale, charitable donation, and custom orders unless stated otherwise. As special offers are reliant on product availability, terms and conditions may change or be withdrawn entirely, at any time and without prior notice. We also reserve the right, at our absolute discretion, to provide different offerings and promotions personalized to various populations, and those discounts will only be honored for the customer in receipt of the special offering. Free shipping/delivery offers may come with an minimum order total requirements, and will only be applicable for delivery to a single domestic address in the United States. Free delivery orders are only available in our local delivery area, address to be verified once order is placed.
Occasionally, we will run special promotional pricing and/or discounts on the website or via our newsletters, social media, etc. These will be limited time or limited product availability offers, so please note any expiration dates listed in promotional materials and once a limited edition product is gone, it is gone. Offers do not include shipping and/or applicable delivery fees, unless otherwise stated. Offers exclude wholesale, charitable donation, and custom orders unless stated otherwise. As special offers are reliant on product availability, terms and conditions may change or be withdrawn entirely, at any time and without prior notice. We also reserve the right, at our absolute discretion, to provide different offerings and promotions personalized to various populations, and those discounts will only be honored for the customer in receipt of the special offering. Free shipping/delivery offers may come with an minimum order total requirements, and will only be applicable for delivery to a single domestic address in the United States. Free delivery orders are only available in our local delivery area, address to be verified once order is placed.
Commitment to Privacy
Your privacy is important to us! Here we will outline what we collect, and how we use it.
What We Collect
This applies to all information collected during transactions on the ASC Soapworks website, as well as over the phone or in person. This information is collected to facilitate ordering products, making requests, and signing up to receive materials. The types of personal information that may be collected include:
Name
Address
Phone Number
Email address
Birthdate
Credit/Debit Card Number
Sometimes you may provide personal information for another person - for example if you are purchasing a gift for someone and shipping it directly to them. The type of personal information that may be collected include:
Name
Address
Phone Number
The Way We Use Information
By entering into agreement with us when you place an order, enter a competition or drawing run by us or on our behalf you have consented to the use of your data. You may ask at any time not to share your information with third parties for this purpose by contacting us at keepitsimple@ascsoapworks.com. We do not share this information with outside parties except to the extent necessary to complete your order and/or to fulfill our obligations for the contest or drawing.
Any information you provide to us about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete the order.
We use some non-identifying and aggregate information to assist with website development, product development, etc. We use collected data on what products are being purchased to use in product manufacturing decisions. We will never disclose anything to an outside party that could be used to identify any individual person.
Our Commitment to Data Security
To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic and managerial procedures to safeguard and secure the information we collect online. We utilize reputable companies and systems for credit card processing, and we cannot be held responsible for any breaches of data in those companies, as you will leave our website for that portion of the transaction.
Cookies
We may use "cookies' for administrative purposes such as cataloguing traffic patterns throughout the site and can use a "cookie" to assign a "User ID" for this purpose. Cookies, by themselves, cannot be used to find out the identity of any user. If you have a User ID this will automatically identify your computer, but not the individual, to our servers when you visit our site. Unless you specifically tell us, we will never know who you are, even if we do assign a cookie to your computer.
Your privacy is important to us! Here we will outline what we collect, and how we use it.
What We Collect
This applies to all information collected during transactions on the ASC Soapworks website, as well as over the phone or in person. This information is collected to facilitate ordering products, making requests, and signing up to receive materials. The types of personal information that may be collected include:
Name
Address
Phone Number
Email address
Birthdate
Credit/Debit Card Number
Sometimes you may provide personal information for another person - for example if you are purchasing a gift for someone and shipping it directly to them. The type of personal information that may be collected include:
Name
Address
Phone Number
The Way We Use Information
By entering into agreement with us when you place an order, enter a competition or drawing run by us or on our behalf you have consented to the use of your data. You may ask at any time not to share your information with third parties for this purpose by contacting us at keepitsimple@ascsoapworks.com. We do not share this information with outside parties except to the extent necessary to complete your order and/or to fulfill our obligations for the contest or drawing.
Any information you provide to us about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete the order.
We use some non-identifying and aggregate information to assist with website development, product development, etc. We use collected data on what products are being purchased to use in product manufacturing decisions. We will never disclose anything to an outside party that could be used to identify any individual person.
Our Commitment to Data Security
To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic and managerial procedures to safeguard and secure the information we collect online. We utilize reputable companies and systems for credit card processing, and we cannot be held responsible for any breaches of data in those companies, as you will leave our website for that portion of the transaction.
Cookies
We may use "cookies' for administrative purposes such as cataloguing traffic patterns throughout the site and can use a "cookie" to assign a "User ID" for this purpose. Cookies, by themselves, cannot be used to find out the identity of any user. If you have a User ID this will automatically identify your computer, but not the individual, to our servers when you visit our site. Unless you specifically tell us, we will never know who you are, even if we do assign a cookie to your computer.
