Returns and Refunds

WE'RE NOT HAPPY IF YOU'RE NOT HAPPY

We want you to be thrilled with your purchase. We offer a satisfaction guarantee. You can shop confidently, knowing that we're here to help. Thanks for shopping with us!

MY ITEM ARRIVED DAMAGED

If you receive an item that is broken or damaged, contact customer service at alpacasoapshelpdesk@gmail.com for a total replacement or refund (including the original shipping charges). Do not ship the items back to us. Take clear pictures of the item(s) damaged during shipping and send them and your request to alpacasoapshelpdesk@gmail.com. Please respond promptly to any requests for additional photos or information. We will process your request within 3-5 days and file all claims with the carrier.

MY PACKAGE HAS NOT ARRIVED

1. Check your email for your tracking number.
2. If you did not receive a tracking number, contact us at alpacasoapshelpdesk@gmail.com
3. Ask neighbors if they accepted the package.
4. Look around your property, as sometimes packages are delivered in unexpected locations.
5. Feel free to contact your local carrier for updates.
6. Wait up to 48 hours after the delivery date (during rush times it is not uncommon for tracking information to be inaccurate).
7. If your package is still missing, contact us at alpacasoapshelpdesk@gmail.com
8. We will offer a complete refund or exchange, and file the claim with the carrier.
9. Please do not file a duplicate claim with the carrier.

I WANT A REFUND OR EXCHANGE FOR ANY OTHER REASON

AlpacaSoaps is committed to providing quality products to our customers. We realize there are times when you may need to return a product. At AlpacaSoaps, you can return your purchase for a full refund (less the shipping charges) or exchange it for an item of equal value within 60 days. No additional questions asked and no hassle – returns are accepted for any reason.

• Returns must be made within 60 days after the original purchase.
• Place a note in your package stating the reason for your return, the requested remedy, and your order number. (Sorry, we can not process a return without an order number)
• Please mail your return to:

MAILING  ADDRESS

AlpacaSoaps c/o Paulette Martinez 313 Donna Drive Clarksville TN 30742

 

• You are responsible for the return shipping & handling charges.
• Please record your tracking number because we cannot issue a refund until our office confirms receipt of the returned merchandise. We are not responsible for lost packages.
• All returns will be credited to the original credit card used at purchase.
• Returns will be processed within 3-5 days of our office receiving your returned item.
• Please allow at least two billing cycles for the credit adjustment to appear on your credit card statement.
• Do not mail any packages C.O.D.
• Only items purchased on www.alpacasoaps.com will be accepted for return.
• Bundles must be returned in full; partial refunds won't be issued.
• Contact AlpacaSoaps with any questions by email at alpacasoapshelpdesk@gmail.com.

Be aware that we are a shoestring business and can't afford dishonest or perpetually unhappy customers; we monitor return activity for abuse and reserve the right to limit returns or exchanges accordingly—all returns are subject to validation and approval at our discretion.