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FAQ

We are here to help. Email Customer Service below.

Email: At certain times, like working on new products and product launches, it may take 1-3 business days for us to get back to you. Our work and our customers really matter a lot to us. I just want you to know -- we got you and won't leave you hangin! General customer service inquiries, please email help@thesoakstudio.com

We're closed on weekends and evenings so that we can spend time with our families. Call us old fashioned, but we value people being happy and healthy here at Soak, and that happens when relationships are happy and healthy at home.

Address: Want to send us cake? YAY!! Thank you!!! We LOVE cake!
1240 Whistler Hollow Dr
Colorado Springs, CO 80906
(cake address, only)

For the fastest answers, read our frequently asked questions below.

HOW DO I PLACE MY ORDER?

Browse through the site until you find the item(s) you wish to purchase.
From the product page, select the product quantity you'd like and click "Add to Cart" You'll get a confirmation message saying the item is now in your bag. At this point  you can choose "Go To Checkout" to place your order or "Continue Shopping" to keep shopping for more great products.

PLEASE NOTE: Cart jacking is a legit thing! Items are only held for you once you place an order. Adding a product to your cart does not guarantee that you'll be able to purchase it at a later date. It IS possible for an item to sell out while in your cart. 

MY PRODUCT LOOKS DIFFERENT FROM THE PICTURE ON THE SITE. WHY IS THAT? 

That's a good thing! Each product is handmade in small batches, and may vary from the photograph on the website, and from order to order. 

MY SOAP/BATH BOMB IS SLOWLY CHANGING COLOR...IS IT STILL OK TO USE? 

We us a variety of natural ingredients that may cause color variations. One of the biggest culprits is vanillin found in vanilla products, which may cause your product to darken/change color over time, it's totally natural and purely cosmetic and in no way affects it's use. No replacements will be made for naturally discoloring products. 

ARE YOUR PRODUCTS VEGAN?

We strive to make a link of products for everyone. As such, we do have some vegan products but not all are vegan friendly. Please make sure to read the product descriptions to note whether or not the product will fit your needs.

IS THIS SITE SECURE?

We are committed to ensuring that your information is secure. Any personal information given to thesoakstudio.com will be protected with the utmost care. Any personally identifiable information will not be disclosed to any third parties without your consent.

For your safety and protection, your credit card information is not stored on our servers at any time. 

CAN I TRACK MY ORDER STATUS?

Yes domestic orders can be tracked. We send an order confirmation email when your order is placed. And send another confirmation email with a tracking number attached, when it has shipped. If you need more up-to the minute information on your order just give us a call, we'd be happy to keep you up to speed. 

HOW DO I USE A COUPON OR DISCOUNT CODE?

Depending on what option you choose for checking out the process is slightly different. But look for a text field that is marked "Discount Code" or "Coupon Code". Enter in your discount code, and click "Apply" to deduct the coupon amount or percentage from your order total. Please make sure the code is applied to your order before you check out. NO refunds will be issued for completed orders. If you have any questions, or your code doesn't seem to be working, please email us BEFORE you complete your order. Please note, there will be no refunds issued on placed orders. 

HOW CAN I PAY FOR MY ORDER?

Soak accepts PayPal, Visa, MasterCard, American Express and Discover credit card payments.

HOW DO I CANCEL OR MAKE CHANGES TO MY ORDER?

Once an order is placed, we are not able to make any changes to it. Not all orders may be cancelled such as special sale items or custom orders. 

WHY HAS NO ONE HAS RESPONDED TO MY EMAILS TO CUSTOMER SERVICE?

Most likely we've received your email and have responded. Some email providers mark our emails as spam or completely block them. Check your spam folder to see if our response is there. It may also be a good idea to add help@thesoakstudio.com to your contacts so future emails are not blocked. 

During sales or peak demand times, our customer service may be a bit backed up. If you sent an email and haven't heard back from us after 3 business days, feel free to send a follow up email. 

HOW DO I BECOME A SOAK RESELLER?

All stores carrying our items must first go through the application process to become an approved vendor. To start the application process, email help@thesoakstudio.com, and please include your tax ID, business name, address, and website (if you have one). All vendors must complete the necessary paperwork and be approved by us before becoming a qualified vendor. Once your vendor status is approved, you'll be able to order at the vendor discount prices. 

WHAT SHIPPING OPTIONS DO YOU OFFER?

Depending on the weight of your package, and what category it falls in, we offer the following options for shipping: 

Domestic (US) Orders Only
USPS Express
USPS First Class
USPS Priority
UPS (For larger packages)

HOW MUCH WILL SHIPPING COST ME?

Costs vary based on shipping location, weight of the items in your order and the shipping method chosen. To determine the cost of shipping, simply add the items you wish to order to your cart and proceed to checkout. Before your order is completed you'll see how much it will cost you to ship with all available shipping methods without having to place an order. 

Soak is not responsible for any additional charges due to a package considered "undeliverable" or mis-delivered by the delivery company or returned to us for ANY reason. Please make sure you provide us with the correct shipping address or you will be responsible for any additional charges to reship items to you. Soak is not responsible for any packages that are considered lost or not claimed by the recipient. If you place your order, and we fulfill it, and Fedex or USPS delivers it, we cannot be responsible for you not getting it for any reason. If we have confirmation of delivery, then you are responsible for it after that. We are a small business, and cannot afford to replace orders that we get a delivery confirmation for.
PLEASE NOTE: WE ARE NOT RESPONSIBLE FOR LOST/STOLEN PACKAGES. UNFORTUNATELY, SOMETIMES IT DOES HAPPEN.
We will work with the postal carrier to the best of our ability in order to determine where the package might have ended up, however orders determined by the postal service to have been delivered will be considered complete as this is out of our control.

CAN I TRACK MY SHIPMENT?

You may be able to track your shipment depending on the shipping method. The tracking number will be included in the shipment notification email. If you have the tracking number, you can track your shipment at USPS.com 

The following shipping options are traceable:
Domestic (US) Orders
USPS Priority
UPS Next Day
UPS 2 Day
UPS Ground

I'M FREAKING OUT! WHERE'S MY ORDER?

If you received a shipping confirmation email, your order has shipped from our location. Use the handy dandy tracking number to check the estimated delivery times for your shipping method: 

Domestic (US) Orders
Postal (5-8 days)
UPS Next Day (Next business day)
UPS 2 Day (2 business days)
UPS Ground (1-5 days)
Note: UPS cannot ship to PO Boxes and APO address. For these addresses only, a Postal shipping option is available.
Postal shipments can take up to 20 days to arrive depending on conditions and delays.

Please note that the time frames listed above only apply to the estimated time it will take for your order to arrive FROM THE DATE IT WAS SHIPPED. Please check the processing time estimated in your email confirmation to determine when your order will ship. 

APO can take up to 5 weeks to arrive depending on conditions and delays. 

WHEN WILL MY ORDER ARRIVE VIA UPS NEXT DAY OR 2 DAY?

For express orders, we do offer USPS Next Day and USPS 2 Day shipping. USPS Next Day will arrive the next business day after the ship date. USPS 2 Day will arrive 2 business days after the ship date. 

The same processing time will apply. For the most part, express orders will be shipped within 3- 5 business days from the date the order is placed. 

USPS 2 Day and Next Day deliveries are only made during the business week. Deliveries will NOT be made on Saturday, Sunday or holidays. If an order is shipped Friday USPS Next Day, it will arrive on Monday. If that Monday is a holiday, it will arrive on Tuesday.

WHAT IS YOUR POLICY ON RETURNS?

We want you to love your Soak order! If you're not satisfied with your purchase, please return the item(s) for a refund or store credit. We will refund the cost of your order minus shipping charges. All returns must be made within 10 days of receiving your order. We cannot accept returns after the 10 day period. Shipping charges are non-refundable.

Please let us know if you would like to return your item(s) for a refund, or store credit. (minus shipping charges) In order to process your return or refund, please include your name, email address and order number along with the items that you're returning. You'll be responsible for the shipping charges associated with sending the return back to us. We will issue the return or store credit (minus shipping charges) when we receive your items. 

All returned items must be in the original condition you received them in. We do NOT accept items have have been used. 

We are unable to accept returns on custom orders, because they are made specifically for you. However you may call about getting a sample of your custom item so you can see the quality that goes into each of our products. 

If you have any other questions about returns please feel free to email us. 

WHAT IS YOUR PRIVACY POLICY?

Please view our full privacy policy.