FAQ's
Answers to your most frequently asked questions:
CONTACT
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How do I contact Tofino Soap Company for help?
You can reach us via email, please allow up to 48 hours for a response. You can find our contact form here.
PRODUCTS
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Can I get advice on which products are right for me?
Yes, of course! We’re very happy to answer your questions, offer advice or even tailor a custom skincare routine for you. You can contact us here.
Do you use ingredients containing gluten?
Some of our products contain wheat germ or oats. Please note that we are not a gluten-free facility.
Are your haircare products safe for colour-treated hair?
Yes! All of our shampoos and conditioners are safe for colour-treated hair. You can view our Natural Haircare Guide here.
Are your products safe to use while pregnant or breastfeeding?
Although most of our products are made using a low concentration of essential oils, we still err on the side of caution as skin sensitivities can change during a pregnancy. Be aware of your body’s reactions and always patch test new products before full body application. Most wash-off products (such as soap and shampoo) are generally regarded as safe to use, however we always recommend consulting a health professional for advice.
Do you use GMO ingredients?
As part of our commitment to the environment, all of our products are GMO-free.
Do you test on animals?
No we do not, nor will we ever test on animals!
Are all of your products vegan?
The majority of our products are free of animal or animal-derived products, however some contain goat’s milk, honey or beeswax. Look for the ‘vegan’ symbol displayed on product descriptions.
Are your products biodegradable and safe to use in natural waterways or septic tanks?
Yes, all of our products are biodegradable and will not harm natural ecosystems.
What are your expiry dates?
All of our products are formulated to have a minimum shelf life of 2 years, unopened. Expiry dates are based on products being stored in a cool, dry place.
Many of our products will also have a specified PAO (the little open jar symbol on the label) which tells you how long it is expected to last after opening. Most of our products are good for 12 months after opening.
Please note that as our products do not contain chemical preservatives, heat, direct sunlight and humidity may impact the product’s shelf life. Please feel free to contact us if you have any concerns.
Do you offer wholesale or am I able to order products to use at my business?
ORDERS AND BILLING
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Can I change an order after it’s been placed?
As soon as you place your order, our team begins working on it right away. This means we are unable to make any changes or modifications to an order after it has been placed and confirmed. Please feel free to contact us with any questions you might have and we will do our best to help.
What methods of payment do you accept?
We accept all major credit cards including MasterCard, Visa and American Express. We also offer payment through ApplePay, GPay and ShopPay and Paypal.
What currency will I be charged in?
You will be charged in Canadian dollars (as we are based in British Columbia, Canada), however your local currency exchange rate will be applied by your credit card company when the payment is processed.
Can I send my order as a gift?
Absolutely! If you would like to place an order simply add your gift recipients shipping address in the “shipping address” section and if you would like to add a special message with your order please add the message to be added in the “note to seller” section or email us with your requests.
Do you sell gift cards?
Yes we do! You can find all of our Gift Card options here. The gift card will be emailed to you after purchase and is then available to print, forward or schedule as a gift. Gift cards are redeemable at our online shop.
SHIPPING AND DELIVERY
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Do you offer free shipping on orders?
Yes, we offer free shipping on orders within Canada over $100. You can view our shipping information here.
Do you deliver outside of Canada?
Yes, we ship worldwide from our studio in B.C , Canada. You can view our shipping information here.
How can I track my order?
Once your order has been shipped from our studio in Tofino, you will receive an email with your parcel’s tracking information. Please note that orders outside of North America will only be tracked if you select a ‘tracked’ shipping method.
The tracking information says my parcel has been delivered but it hasn’t arrived.
Please allow an additional 48 hours after your delivery notification as there can occasionally be courier delays. If your parcel still hasn’t arrived after 48 hours, please contact us and we’ll be happy to assist you.
My parcel arrived damaged.
We’re sorry to hear your parcel didn’t arrive safely! Please contact us at tofinosoapco@gmail.com with photos of how your parcel arrived and we’ll be happy to assist you.
RETURNS
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What if the products I purchase don’t work for me?
If it turns out that a product isn't for you we will happily refund your purchase or exchange it for a different product for you to try.
All we ask in return is your feedback on why you’re returning it. Your feedback is critical to us as we continue to formulate amazing natural products, so please be honest with us — we really appreciate it! Please contact us and we'll be happy to chat with you.
Have a question you don't see here?
Please feel free to contact us via phone, email or live chat. We'll be happy to help!