Shipping policy
At Blackwater Soap Guild, we work to get your order packed and on its way as quickly as possible.
This Shipping Policy explains our processing times, delivery estimates, shipping responsibilities, and what to do if something goes wrong with your shipment.
Order Processing & Fulfillment
Orders are typically processed and fulfilled within 2 business days after the order is placed.
Business days are Monday through Friday, excluding federal holidays.
Orders placed on weekends or holidays will begin processing on the next business day.
During periods of unusually high order volume, product launches, seasonal releases, or holidays, fulfillment may occasionally take longer. If we expect a significant delay with your order, we will make reasonable efforts to communicate that to you.
Shipping Times
Shipping and delivery times begin after your order has been fulfilled and handed over to the shipping carrier.
Delivery times vary depending on your location, the shipping service selected, weather conditions, carrier delays, and other circumstances outside of Blackwater Soap Guild's control.
Any delivery estimates provided at checkout are estimates and are not guaranteed delivery dates unless specifically stated otherwise by the shipping carrier.
Shipping Rates
Available shipping options and applicable shipping charges will be displayed during checkout before you complete your purchase.
Shipping rates may vary based on factors such as order size, weight, destination, available promotions, or the shipping service selected.
Any free or discounted shipping promotions are subject to the terms stated at the time of purchase.
Shipping Area
Blackwater Soap Guild currently ships within the United States.
We do not currently offer international shipping unless specifically stated otherwise.
Tracking Your Order
When available, tracking information will be provided once your order has been fulfilled and a shipping label has been created.
Please allow some time for the carrier to scan and update your package after you receive your tracking information. Tracking may not update immediately after your shipping confirmation is sent.
Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please review your shipping information carefully before completing checkout.
If you notice an error in your shipping address, contact us as soon as possible at support@blackwatersoapguild.com.
We will do our best to correct the address if the order has not yet shipped, but we cannot guarantee that changes can be made once fulfillment has begun.
Blackwater Soap Guild is not responsible for packages delivered incorrectly or returned because of an inaccurate or incomplete address provided by the customer.
Additional shipping charges may apply if an order must be shipped again because an incorrect address was provided.
Delayed Packages
Once an order has been transferred to the shipping carrier, delivery is largely outside of our direct control.
Carrier delays may occur because of weather, holidays, high shipping volume, transportation disruptions, or other circumstances.
If your tracking information has not updated for an extended period or you believe your shipment may be delayed, contact us at support@blackwatersoapguild.com and we will help review the situation.
Please note that a delayed package does not automatically qualify as a lost package.
Lost Packages
If tracking indicates that your package has not been delivered and appears to be lost in transit, please contact us.
We may ask you to allow the carrier a reasonable amount of time to locate or deliver the shipment before determining that the package has been lost.
Confirmed lost-package situations will be reviewed on a case-by-case basis. Depending on the circumstances, Blackwater Soap Guild may provide a replacement, store credit, refund, or another appropriate resolution.
Packages Marked as Delivered
If tracking shows your package as delivered but you cannot locate it, please first:
- Check around the delivery location, including porches, side doors, mailboxes, and other common delivery areas.
- Check with other members of your household.
- Check with neighbors when appropriate.
- Allow up to 24–48 hours, as some carriers may occasionally mark packages as delivered shortly before the package actually arrives.
- Contact the shipping carrier for additional delivery information.
If you are still unable to locate your package after taking these steps, contact us at support@blackwatersoapguild.com.
Packages marked as delivered by the carrier will be reviewed on a case-by-case basis. A carrier's delivery confirmation may affect whether a replacement or refund can be provided.
Damaged Shipments
If your order arrives damaged, please inspect it as soon as possible and contact us within 3 days of delivery.
Please provide:
- Your order number
- A description of the damage
- Photos of the damaged product
- Photos of the shipping box or mailer
- A photo of the shipping label
This documentation allows us to review the issue and, when necessary, file a claim with the shipping carrier.
Approved damaged-order claims may qualify for a replacement or another appropriate resolution at no additional shipping cost to you.
For additional information, please see our Return & Refund Policy.
Incorrect Orders
If Blackwater Soap Guild sends you the incorrect product, scent, size, or quantity, please contact us as soon as possible.
Once we verify the mistake, we will generally send the correct item at no additional cost to you.
We may request photographs of the items received before issuing a replacement.
Returned-to-Sender Packages
Packages may be returned to us because of:
- An incorrect or incomplete address
- An undeliverable address
- Refusal of delivery
- Failure to retrieve a package
- Other carrier-related delivery issues
If a package is returned to us, we will review the circumstances and contact you when appropriate.
If the package was returned because of an error in the shipping information provided by the customer, the customer may be responsible for additional shipping charges before the order can be shipped again.
If Blackwater Soap Guild caused the shipping error, we will correct the issue at no additional cost to the customer.
Order Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible at support@blackwatersoapguild.com.
We will make reasonable efforts to accommodate your request. However, because orders may begin processing shortly after they are placed, we cannot guarantee changes or cancellations once fulfillment has begun.
Once an order has shipped, it cannot be canceled.
Weather and Extreme Temperatures
Blackwater Soap Guild products may be exposed to varying temperatures while in transit.
We package orders with reasonable care, but we cannot control temperatures, weather conditions, or the environment in which packages are stored after they have been transferred to the shipping carrier.
If you believe your product was significantly damaged during shipping because of heat, cold, or another shipping-related condition, contact us within 3 days of delivery with photographs of the product and packaging so we can review the situation.
Questions About Shipping
If you have questions about your shipment or believe there is an issue with your order, contact us at:
support@blackwatersoapguild.com
Please include your order number and a brief description of the issue so we can assist you as quickly as possible.