Our Policies
SHIPPING / CANCELLATIONS / RETURNS
RETURNS & EXCHANGES
At Peak to Pine Soap, we always want you to be happy with your purchase, but if you're unsatisfied we'll do our very best to help you. We offer returns on unopened products, in original packaging within 14 days after receiving your order. Shipping charges are not refundable under normal circumstance. If an entire order is returned all original packaging including gifts and cards must be returned also.
If you've purchased your products online from us at peaktopinesoap.com reach out to us directly at 250-309-3566 or email us at peaktopinesoap@gmail.com and we will provide you with instructions regarding your return.
All returns must be previously authorized before you ship the product back to us.
If you've purchased from a store, please reach out directly to that store, as we are unable to process their returns.
Returned items need to be unused, unopened and must be returned with original packaging. If you've purchased online you have 14 days from the date your order was delivered to reach out to us regarding a return.
Sometimes we make mistakes and incorrect items get shipped. If your order had an incorrect item, or if you received a defective item, please reach out to us within 10 days of receiving your order.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. The refund can take within 3-5 business days, depending on the cards processing time.
Clearance items
Only regular priced items may be refunded, unfortunately clearance items are final sale and cannot be refunded.
Buy One Get One Sales
All items part of a BOGO sale must be returned together.
Exchanges
We do not offer exchanges at this time.
SHIPPING
Currently we only ship online within Canada. We offer free shipping within Canada on orders over $125CAD. All other amounts will be flat-rate shipping at $9.99CAD.
The customer is responsible for paying shipping costs for returns. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
CANCELLATIONS
Depending on the day and time of the order you may only have a short window to cancel an order. Orders are fulfilled and packaged daily. If you wish to cancel an order please reach out to us as soon as possible at peaktopinesoap@gmail.com. Once an order has started to be fulfilled we are unable to cancel it. If an order is able to be cancelled there will be a 3% processing fee that is nonrefundable from the card processor. To avoid the transaction fee being withheld, we can refund the order to a gift card that will be emailed to you.
DELIVERY / PICKUP POLICY
We do not offer delivery. We do offer pickup at our newest retail location. It is located at 700-4900 27 St, Vernon (at the Village Green Mall, Food Court entrance). Select in-store pickup during checkout.
STORE PICKUP
Orders are usually available for pickup within 1-4 business days. You will receive an email confirming your order is ready for pickup. Please wait until you get this email before collecting your order. In-Store Pickup is available Sundays from 11am-5pm, Mondays-Thursdays from 10am-6pm, Fridays from 10am-8pm and Saturdays from 10am-6pm. If you need an order held for longer then 14 days, please contact us.
We care deeply about our customers. If you have any questions, concerns, or comments regarding our products, policies, or company, please reach out to us at peaktopinesoap@gmail.com. We would love to hear from you!