Frequently Asked Questions
Current lead time for retail orders is 3-5 business days
By placing an order, you are stating that you understand and agree to adhere to all policies set forth by Skin Candy Company™, including Terms and Conditions.
DO YOU OFFER WHOLESALE? Yes, we offer wholesale. Please refer to the tabs marked Wholesale Information and Wholesale Policy for more details.
HOW LONG WILL IT TAKE? Keep in mind that each product is handmade to order and is hand packaged. With that being said, we need time to make these little luxuries and the time it takes cannot be rushed or negotiated. Rush requests or ship by dates listed in order comments will not be honored. All orders are processed in the order they are received. Current lead times is posted under COMMONLY ASKED QUESTIONS but lead times may be extended for any reason. Fulfillment can take up to 2 weeks depending upon stock levels, and therefore all clients are asked to plan accordingly. If all products in your order are in stock and ready, you should receive your order within 2 weeks.
A PRODUCT ORDERED IS ON BACKORDER, WHEN CAN I EXPECT TO RECEIVE IT? Back-ordered items can take up to 5 weeks to arrive. Please specify if you would like items to be sent as they are ready or held until the order is able to be shipped in full. Additional shipping fees may apply.
HOW IS PAYMENTS PROCESSED? Due to the nature of our products all orders must be paid for in full in U.S. currency prior to shipment. We accept all major credit cards including AMEX. Cashier’s checks and US Money Orders are accepted with prior arrangements made (must clear before order will be shipped). Credit Card charges will appear on your statement as Skin Candy Company™.
ORDER CANCELLATION? We move pretty quickly, so we cannot guarantee that your order can be cancelled. All cancellations must be done within 24 hours of order placement, no exceptions.
REFUNDS OR EXCHANGES? Due to the nature of our product we do not offer returns, refunds, or returns for exchange. Bath & body products can't be returned elsewhere and we are no exception. We detail the scent and product description of each item, please read descriptions before purchasing.
LOST, INCORRECT OR DAMAGED SHIPMENTS? If your merchandise is damaged or incorrect upon arrival, save all contents and packing materials and contact us within 24 hours after its arrival at firstname.lastname@example.org, include a description of the damage, pictures of the damaged products, and pictures of all angles of the shipment box and we will make it right. Shipments that arrive in damaged condition will be replaced only after the damaged merchandise has been returned to Skin Candy Company™ within 10 days of receipt for inspection. Shipments that have been determined to be lost, after thoroughly researching the package through delivery confirmation tracking, will be replaced. For both circumstances, a monetary refund will not be given. We reserve the right to refuse damaged products if we determine the damage was not caused by shipping but by malicious intent.
WHAT IS THE SHELF LIFE OF PRODUCTS? For best results, we recommend using the product within 12 months of purchase. Over time the product fragrance may diminish and if made with vanilla may discolor to brown on some areas. For care of your product we recommend keeping your little luxury away from direct sunlight and store in a cool dry place. High humidity may cause your bath bomb to fizz for best results follow recommended care guidelines.
WHEN WILL MY ORDER SHIP AND HOW WILL IT SHIP? Once your order is complete we will begin packaging your little luxuries. Orders are shipped using FedEx Ground, UPS Ground, and USPS Priority and First-Class Mail. Tracking information will be provided at time of shipment. If you would like us to use your shipping account, please include all necessary acct info. Insurance is required on all international orders (when available). If your country does not enable the purchase of insurance on your package, Skin Candy Company™ will not be responsible for any loss or damage that may occur. Skin Candy Company™ reserves the right to refuse any order felt to be fraudulent.
I RECEIVED MY TRACKING NUMBER BUT IT SHOWS NO MOVEMENT? Ithas been our experience that at times you may not be able to track your order until 24-36 hours after it has been shipped. In rare cases, the carrier may be negligent in scanning the tracking barcode upon picking up the package. This produces a default message on their site acknowledging that the tracking number has been generated, but not acknowledging receipt, and it indirectly implies that perhaps the package did not ship. If this occurs, please be assured that your order did indeed ship. Usually the tracking information shows up when the package arrives at the destination distribution center. If you have any questions concerning your order, please feel free to contact us via e-mail at email@example.com
INTERNATIONAL ORDERS? We currently ship to all countries who do not hold regulations on shipping soap. If you are a foreign distributor we would love to talk to you! Email your order to firstname.lastname@example.org
All international orders will be given an additional shipping quote to confirm prior to processing your order. You may be billed separately for international shipping charges. Buyers are responsible for any customs and import taxes that may apply. Skin Candy Company™ is not responsible for delays or additional fees due to or by customs.
WHERE CAN I BUY YOUR PRODUCTS? We keep our customers confidential. You have probably seen our products but never realized they were ours. You can purchase our products here or on Etsy.
WHERE IS SKIN CANDY PRODUCTS MADE? Skin Candy Company™ products are proudly made in the USA. We are so lucky to be in the city of Thibodaux (Tib-Ə-doh) right along the rich historic banks of bayou Lafourche. We are a little city with big history and did I mention GREAT food and don’t forget about our famous southern hospitality!
CAN I USE SKIN CANDY COMPANY™ PRODUCTS IF I HAVE SENSITIVE SKIN? We believe in transparency which is why we use all-natural ingredients and list ingredients under every product displayed on www.skincandy.com. When shopping for bath indulgences it’s a good idea to be aware of the ingredients. We encourage you to look under each product description for the list of ingredients. If you have a known allergy, play it safe and avoid that product. Better to play it safe, we say!
WHAT IS SKIN CANDY COMPANY’S OIL FUSION? We won’t tell you something like it’s a trade secret. We’ll tell you exactly what’s in it. You know that transparency thing we mentioned? Yeah, we believe in it and are driven by it! We want our customers to know exactly what goes into our products which is why we list our ingredients under every product description. Back to that oil fusion, we hand blend our moisturizing oil fusion to allow us full control of what goes into our product. It is a comprehensive blend of all skin loving oils and butters that is designed to nourish and care for your skin. This is what makes Skin Candy Company™ products the very best on the market.
WHAT IF I DON’T WANT TO PAY BY CREDIT CARD? No problem, email us your order to email@example.com. We will provide you with order total and instructions to submit your payment.