Due to the nature of our products we cannot resell any soaps or unsealed products for hair, face or body for hygiene and safety reasons, so can not take returns of these items. If we have made an error (you received an incorrect or defective item), please notify us within 7 days for a refund to your account or creation of a new shipment.
In case of damage to a product during shipment, it must be reported to us within 3 days of delivery. Images of the damage to the box and/or the product must be provided in order for us to file an insurance claim with USPS and recover your investment. Once we receive that report and photos we will ship out new product.
We do not take returns in cases where a customer's scent preference is involved or allergic reactions have taken place. We know that this does happen on occasion, and offer affordable sample sizes to give our customers the opportunity to try our various products before a larger investment is made. We want your experience with Apple Valley Natural Soap to be a positive one, so please contact us if you are unhappy and we will try to rectify the situation.
To return an item due to our error (as stated above) other than soaps or any unsealed products for hair, face or body, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We will process your request and return/exchange (if applicable) at that time. We will also notify you via e-mail of your refund once we've received and processed the returned item.
Any orders returned to us unopened due to incorrect address, or because the customer has not picked up a held order within the required time frame from the USPS facility, will be subject to a 20% handling fee if the customer does not want the purchased items reshipped.
Apple Valley Natural Soap is not responsible for any individual reactions to any ingredients in our products. Some people are allergic to natural ingredients. Oils derived from nuts, for example, are found in many natural skincare products, and people with nut allergies should use caution. Pregnant women should also use caution with products that contain natural essential oils. If you experience an adverse skin reaction, you should discontinue use.
PLEASE NOTE AS WITH ANY PRODUCT, discontinue use if irritation develops.
Please read the ingredients list under the product descriptions before purchasing to make sure you are not sensitive to them.
If in doubt, do an allergy patch test on your skin. This involves rubbing a small part of your skin with the product, placing a band-aid over the site, and observing any changes/reactions over a 24 hour period. If you have a reaction, such as a rash, then do not use the product in question.
The statements regarding our products have not been evaluated by the Food and Drug Administration. These products are not intended to diagnose, treat, cure or prevent any disease.
Fast, Inexpensive Shipping
Most domestic US orders ship out via USPS within 48 hours (on occasions the shipping schedule may extend to 3-4 days especially over weekends and holidays). Orders under 13 ounces ship First Class for a $4 flat rate, and all other orders ship Priority Mail for a flat rate of $7 per order. Orders over $80 ship FREE! Please allow 2-5 days to receive your order, and longer during holiday seasons.
1st class packages will include items such as (but not restricted to): 2 full sized shampoo, body or facial bars, or 4 halves, or 8 sample of the same. 1 Salt Bar, or 3 halves, or 6 of the same. For some of our products (Salves, Deodorant, Lotion Bars, Whipped Body Butter and some of our Oils) if you choose to order more than one of these items, they will automatically increase to the flat rate of $7 due to size of the packaging needed to ship multiple of these products, even though the actual physical weight of the final package could be slightly under the 13 ounce weight. This also applies to the Sample Packs, as they are now larger in size they will automatically ship out at the flat rate of $7.
All 1st class packages are mailed in 100% Recycled Padded Paper Mailers. Heavier/larger than 1st class, cardboard with brown paper and occasionally air pillows, bubble wrap and packing peanuts will be used as we recycle/reuse these when they arrive in packages we order. Some shipments will also be sent in a box which is placed within a USPS recyclable padded envelope.
As mentioned, on occasion we recycle plastic when packaging orders, and use plastic flat rate envelopes provided by USPS. If you'd prefer your order shipped without any plastic, please let us know and we'll do our best to accommodate.
What about mail and package delivery to your apartment building? USPS mail carriers will deliver to mailboxes, or put packages in parcel lockers if they are available (the key to the parcel locker is then placed in your mailbox so you can retrieve your package). If not, they will leave packages in the leasing office, or building mangers office. Mail at large apartments goes through a mail room. USPS has a person who drops and sorts mail into each box. The apartment will also have property management who helps oversee this and stores large packages in an allocated space. If none of these things are available, they will take the package to the post office for security reasons and leave a note in your mailbox. USPS is different from Fedex, Amazon and UPS because none of these companies have access to the mailboxes or parcel lockers. Instead of delivering to your mailbox or one of the parcel lockers, parcel carriers will either deliver your packages to the front door of your apartment (or the most secure entry point) or to the leasing office. Sometimes if they have access to the locked building, parcel carriers will deliver directly to your front door. USPS mail carriers will NOT deliver mail or packages to your front door within a locked building.
Lost or Damaged Package?
You will receive a tracking number via email. Once your package is in the hands of the carrier it is no longer under our control, or our responsibility. And once the carrier reports your order as delivered to your home, unfortunately they will no longer take responsibility. We can not be held responsible for lost or stolen packages, but if your package is lost or damaged during transit, an insurance claim can be filed 15 days after the day of shipment. Once that time period has passed, we will file a claim and ship out a new package. Unfortunately this does not apply to first class packages, they are not covered by insurance. Please keep in mind that we are not responsible for incorrect addresses. Please make sure you enter your correct address on your order to avoid disappointment or the cost of reshipment.
We only ship within the USA and related provinces/territories and all APO/FPO addresses. We do not ship internationally at this time.
Are You Local?
If you live nearby, you have the option to pick up your order at our Apple Valley location and avoid shipping charges. Select the "Pick Up in Apple Valley" option at time of check out. We hold orders here for up to one week from time of purchase and can take payment with a credit card online during check out...OR you may pay by cash or personal check made out to Apple Valley Natural Soap at the time of pick up. Be sure to get our address in the pick up instructions after your order is completed.
PLEASE NOTE: We will send you an email when your order has been filled and is ready to pick up. Most pick ups will be at our brick and mortar store during our open hours but we are able to coordinate a pick up outside of those dates & times. Please wait for that email before coming to our store. Order turnover is 1-3 days on average (longer during holidays) so plan accordingly when you place your order.