Company Information And Policies
Please Contact Us if your question is not listed below...
PLEASE TAKE NOTE THAT NONE OF OUR ITEMS ARE PRE-MADE; ALL ITEMS ARE MADE AS THE ORDERS COME IN. THEREFORE, THERE MAY BE ADDITIONAL PROCESSING TIME PRIOR TO SHIPPING TIME. WE WILL SEND YOU AN E-MAIL ONCE THE ITEM IS SHIPPED.
Where are you located... can I pick up orders?
Yes. You can pick up orders from our home. Please remember, we do not have a retail store, so you must place your order ahead of time. Your will also need to let us know ahead of time as to when you will be picking up your order so that we may call you in as we live in a gated community. We’re located at:
2116 Rexford Dr.
Rockford, IL 61109
What are your business hours?
Our online store is open 24/7. We don’t have an actual retail location at the moment, we both work full-time, so we fill orders and answer emails when we get home and on our days off work.
What is your shipping method?
We ship either USPS (United Postal Service) or UPS on all orders (at our discretion).
Do you have a minimum order amount?
We do not have a minimum order amount. All orders are welcome! Remember that shipping one 2-ounce bottle of lotion most likely incurs the same shipping charge as three 2-ounce bottles of lotion. The more you order at one time, the lower the shipping charges relative to your purchase.
Order and Delivery Information
During checkout, you can choose Ground, 3-day, 2-day, or overnight shipping. Shipping costs are displayed before you finalize your order via PayPal. Shipping costs are based on the order amount (in US dollars). We never charge more than the displayed shipping quote.
Published Prices
We reserve the right to adjust prices at any time. If the website displays an incorrect price, we reserve the right to cancel your order and provide a refund.
Domestic and APO Orders
We use either USPS or UPS on all orders. Our PayPal shopping cart automatically shipping costs based on the size of your order. Shipping costs are displayed before you finalize your order. APO military addresses ship USPS Priority Mail. There is an additional $5.00 charge per box when shipping Priority Mail.
International Orders
At this time, we only ship to the United States.
Order Tracking
When your order has shipped, we will e-mail you with your tracking number.
Delivery Times
Your total delivery time is our processing time plus shipping time. Most orders ship within 48 hours. During holiday seasons, expect 72-96 hours to process the order. To estimate your final delivery date, please use the following guidelines:
UPS Service Shipping Time Guaranteed?
UPS Overnight 1 Business Day - Yes*
UPS 2-Day 2 Business Days - Yes*
UPS 3-Day 3 Business Days - Yes*
USPS or UPS Ground 3 to 7 Business Days - No
Total Delivery Time = Processing Time + Shipping Time
* Guaranteed for orders placed by 2:00 PM CST. UPS does not count the day the package is shipped as a shipping day. UPS does not guarantee any transit times during the three weeks surrounding Christmas. UPS is closed on major holidays and the Friday after Thanksgiving - these days are not included in shipping time.
Incorrect Address / Non Deliverable / Refused Shipments
Returned orders will be handled in a timely manner. If the customer has made an address error, the customer is responsible for additional shipping costs. If the customer refuses shipment, the order is considered a return with a 15% restocking fee.
Payment Information
Credit Card
We accept Visa, Mastercard, Discover, and American Express via PayPal only. We are a very small business and don’t yet have our own merchant account to process credit cards. When placing an order using a credit card, you will need your credit card billing address as well as the 3 digit CIS or VIN number on the back of the card.
PayPal
PayPal uses your email address for payment verification. You can apply for a free PayPal account at
www.PayPal.com. If paying with PayPal, you can send payment to our email address: soyluminations@gmail.com
Personal Checks
We do not accept personal checks.
COD
We do not accept cash-on-delivery payments.
Money Orders
You may only use money order as a method of payment for phone and email orders. Money order payments must be received within 1 week. All orders paid by money orders will be processed after the money order has cleared.
Product Return Policy
We offer only the finest products available. All products are carefully chosen for quality and workmanship. If there is a problem or a concern with your order, please contact us immediately.
Returns must occur within 14 days of your shipment receipt. Product must be unused. All returns are subject to a 15% restocking fee. We are not responsible for shipping delays and cannot reimburse for shipping expenses.
Note: We do not accept returns on lotions and essential oils
To return your order, please contact us to obtain a return authorization number. Once you have a return authorization number, return your product like this:
Place the original authorization (or a copy) inside the shipping box
Clearly PRINT the return authorization number on your shipping box
Ship the box to our Product Return Address
SoyLuminations – Returns
2116 Rexford Dr.
Rockford, IL 61109