We welcome your questions and feedback. Feel free to contact us by phone or email. For the fastest answers, read our frequently asked questions below.
Ordering and Shopping Information
Special Services & Programs
Shipping Rates and Information
Returns
Privacy Policy
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 any product "upgrades" you'd like and. You can click "Add to Bag" you'll get a confirmation message saying the item is now in your bag from where you can choose "Go To Checkout" to place your order or "Continue Shopping" to keep shopping for more great products.
PLEASE NOTE: 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's possible for an item to sell out while in your cart.
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My Soap looks different from the picture on the site. Why is that?
Good news!! Each soap and/or product is handmade in small batches, and may vary from the photograph on the website, and from order to order.
Is this site secure?
We are committed to ensuring that your information is secure. Any personal information given to FortuneCookieSoap.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.
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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. We are not able to track International orders.
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How do I use a coupon or discount code?
Depending on what option you choose for checking out the process is slightly diffrent. 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 past orders. If you have any questions, or your code doesn't seem to be working, please call 1-888-347-6802 BEFORE you complete your order. Please note, there will be no refunds issued on past orders.
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How can I pay for my order?
Fortune Cookie Soap accepts PayPal, Google Checkout, Visa, MasterCard, American Express and Discover credit card payments. For our wholesale clients we also offer Net 30 accounts on a case by case basis.
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How do I cancel or make changes to my order?
Give us a call (888) 347-6802 to request changes to your order (Note: Depending on how far along your order has been processed when you contact us somethings may not be alterable). Not all orders may be cancelled such as special sale items or custom orders.
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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 customerservice@fortunecookiesoap.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.
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Does Fortune Cookie Soap have an affiliate program?
Not at this time.
How do I become a Fortune Cookie Soap Reseller?
All stores carrying our items must first go through the application process to become an approved vendor. To start the application process, email customerservice@FortuneCookieSoap.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.
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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
USPS Express
USPS First Class
USPS Priority
Fedex (For larger packages)
International Orders
Postal Economy
Postal Priority
Note: For some international areas, we also offer:
USPS Expedited
USPS Express Saver
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How much will shipping cost me?
Costs vary based on ship location, the 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.
Fortune Cookie Soap 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. Fortune Cookie Soap 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 UPSP 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 PACKAGES. UNFORTUNATELY, SOMETIMES IT DOES HAPPEN.
Custom fees and additional fees may apply for international shipments. Please contact your local customs office for more information.
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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 UPS.com
The following shipping options are traceable:
Domestic (US) Orders
UPS Next Day
UPS 2 Day
UPS Ground
International Orders*
UPS Expedited
UPS Express Saver
*Only available to certain international areas.
Domestic and International Postal shipping options don't have tracking information.
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How long will my order take to arrive?
If you received a shipping confirmation email, your order has shipped from our warehouse. Check the estimated delivery times for your shipping method:
Domestic (US) Orders
UPS Next Day (Next business day)
UPS 2 Day (2 business days)
UPS Ground (1-5 days)
Postal (5-8 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.
International Orders
Postal Economy (1-3 weeks)
Postal Priority (5-10 days)
UPS Expedited (2-5 days) *
UPS Express Saver (1-3 days) *
*Only available for certain international areas. Delays may occur at the customs office that are out of UPS control. In these situations, the shipping time is no longer guaranteed.
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.
Postal International can take up to 5 weeks to arrive depending on conditions and delays.
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When will my order arrive via USPS Next Day or 2 Day?
For express domestic 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.
Some processing time may apply. For the most part, express orders will be shipped within 3 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 or 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.
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When will my order arrive via USPS Expedited or USPS Express Saver?
For express international orders, we offer USPS Express Saver and USPS Expedited. USPS Express Saver shipping will arrive within 1-3 business days after the ship date. USPS Expedited shipping will arrive 2-5 business days after the ship date. Delays may occur at the customs office that are out of USPS control. In these situations, the ship time is no longer guaranteed.
Some processing time may apply. Most USPS Expedited and Express orders will ship within 3 business days from the date the order is placed.
USPS Expedited and Express deliveries are only made during the business week. Deliveries will NOT be made on Saturday or Sunday or holidays. If an order is shipped Friday USPS Express Saver, it should arrive between Monday andWednesday the following week. If that Monday is a holiday, it will arrive between Tuesday and Thursday.
This shipping method is only available for certain international areas.
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What is your policy on returns?
We want you to love what you order. If you're not satisfied with your purchase, please return the item(s) for an exchange, refund or credit. We will refund the cost of your order minus shipping charges. All returns must be made within 10 days of placing your order. We don't accept returns or exchanges after the 10 day period.
Shipping charges are non-refundable.
Please let us know if you would like to return your item(s) for an exchange, refund, or store credit. (
minus shipping charges) In order to process your return, exchange or refund, please include your name, email address and order number along with the items that you're returning, or exchanging. You'll be responsible for the shipping charges associated with sending the return back to us. We will issue the return, exchange or store credit
(minus shipping charges) when we receive your items.
If you're asking for an exchange, we'll send your replacement item(s) at no charge. If the item(s) you request is not available when the return is processed, we will issue you store credit instead. If you do not want the credit, you can email us and change it out for a refund or a different item(s). If you're asking for a refund, you'll only be reimbursed for the item(s) returned.
The original shipping cost is non-refundable.
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 soap 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.
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What is your privacy policy?
Please view our full
privacy policy.
