CRYSTAL SPRINGS SOAP FACTORY
FREQUENTLY ASKED QUESTIONS
In an effort to provide immediate answers to commonly asked questions, we’ve listed the most often asked questions herein below with clear, concise answers. Certainly if you need additional information, please reach out to us via our email address at firstname.lastname@example.org and we’ll respond just as quickly as possible.
Are your products made with natural, organic, non GPO, vegan, wild-crafted, fair-trade, etc. ingredients?
There’s been much confusion during the past many years about what is natural, what is organic, what is sustainable, what is fair-traded and environmentally friendly, etc. Frankly, unless you are buying the ingredients and making your own natural body-care, how can you really know what is being used to make the products you buy at the market or on the internet? We certainly share these important concerns and we are very careful to source the most natural and environmentally friendly ingredients possible. But we don’t buy ingredients simply because they are “certified” organic, fair-trade, vegan, non-GMO, wild-crafted, etc. We must be careful of the rapidly proliferating third party “certifying agencies”, as whether they are government agencies, privately held non-profits, or flat out for-profit businesses, they are self-interested entities whose primary goal is to sustain themselves. I asked our West African shea butter supplier what was the difference between its organic and non-organic shea butter and they said “$4.00 a kg”. (No other difference whatsoever.) They said they must pay large fees to a certifying agency to become “certified” organic, so they only allocate a portion of their production for this – simply because of the market demand, but there is absolutely no difference between their organic and non-organic shea butter. To be fair, there are often differences between organic and non-organic ingredients. But frankly we are more concerned about the use of hog-wash and other animal waste often used to fertilize organic ingredients, as this “organic” animal waste is often contaminated with chemical antibiotics and hormones fed to the livestock from which it comes, and certainly these ingredients are misaligned with vegan principles.
We use the cleanest and greenest ingredients we can source, and we don’t use organic ingredients unless we can be reasonably assured they have not been fertilized with animal waste, as we stay aligned with vegan principles.
Can or will you recommend certain products for specific skin types or disorders?
No, we cannot offer advice or recommendations nor do we prescribe any of our products to cure any skin or hair specific conditions. Certainly our products can effectively cleanse, tone, hydrate, moisturize and nourish the skin and hair, and can therefore help resolve imbalanced pH levels, hydration, moisture and hygiene issues. But since we all have our own unique body chemistry, diet and environmental conditions in which we live, your own research and understanding is much better suited to guiding you to maximum body, skin and hair health.
What are your shipping costs?
We offer Free Shipping on ALL domestic orders shipped within the U.S.
For international shipments [to those countries to where we do ship] we use the USPS First Class and Priority rates with no additional handling fees. We will quote this shipping charge based upon your purchase before we ship your order. For an international shipping quote, please send an email to: email@example.com
How long will it take to receive my order?
Since we are based and ship from Los Angeles, California we are geographically very well positioned to ship worldwide. We use only the United States Postal Service and we only ship via First Class and Prioritiy Mail, which are both airmail. For domestic shipments, which include the contiguous 48 states plus Alaske, Hawaii and all U.S. Territories, shipments usually take approximately 3 to 10 days. For international shipments it can take anywhere from 2 to 12 weeks. We know this is a broad range, but we have no control over shipping times and rely solely on the efficiency of the US. Postal Service. Most of the time and for most countries it will take only a couple of weeks, but it could take as long as we’ve advised, so please don’t order unless you can accept this time estimation.
Do you ship to my country?
We do not ship to all countries, but we do ship to all U.S. postal zones, including our territories and APO / FPO U.S. Military Bases worldwide, Australia and New Zealand, most of the E.U. and most of Asia. If you have any question about this please email us to confirm that we’ll ship to your country.
Are there any Customs Duties or Taxes for your products coming into my country?
We have no knowledge of the customs duties, taxes, or import controls of international destinations, so please check with your government agencies if you have questions about this – before ordering, as we will not be responsible for any matters concerning this.
How will I know if and when my order has been shipped?
After placing your order, you’ll automatically receive an e-mail confirmation with your unique order number. (Be sure to include your email address with your order.)
Please add our e-mail address: firstname.lastname@example.org to your email address book, and ensure you have disabled any spam filters you may have, so that our e-mails can be received.
You can also check your order status anad postal tracking number from your email notification.
Another e-mail will be sent to you when your order has been shipped, which will have the date and tracking number for your package. Orders are shipped within 24 hours after the order has been placed.
How can I track my order?
Using the unique Tracking Number that you’ll receive from a shipping notification you’ll automatically receive from us as soon as we ship your order, you can track your order through http://www.usps.com.
PRIVACY AND SECURITY
Are my credit card and other personal details secured?
Our payment gateway offers the latest SSL encryption technology to ensure all your details are kept secure. We do not sell, rent or otherwise pass along any of your details to any third parties, ever.
We accept Master Card, Visa, American Express and PayPal only.
What if I’m not satisfied with my purchase?
We certainly guarantee your satisfaction, but please base this upon the efficacy of our products in regard to cleansing, toning, hydrating, moisturizing and nourishing the skin and hair, as we make no claims beyond these simple qualities. And of course we guarantee the new condition and shelf life of the products you purchase from us, but you must report any dissatisfaction or problems with items you receive to us within 30 days of receipt. We will gladly refund your full purchase price and any shipping charges, but the items must be returned with only minimal usage for a reasonable trial period.
Please contact our orders department at email@example.com before returning anything so we can inform you where to send and how to arrange the refund.
Returned items will be refunded using the same method used to make payment for the order. Return postage will be reimbursed as well unless you choose this to be credited toward other items in our online shop.
Why am I not receiving answers to my emails?
We answer all e-mails within 24 hours, but if you don’t receive this prompt reply from us, please check to be sure the email address you gave us is correct, or send us an alternative email address or check your spam filter.
Still have questions? Please email firstname.lastname@example.org
Your questions and suggestions are always welcome.