FAQ Service & Help - How may we assist you?

We're here to help. Call Customer Service at 918-779-1518 or toll free 1-844-736-1659 ext. 403drop us an email, or live chat with us through the button on our site (top one on the left side). 

Email: At certain times, (around launches and such) if we get bogged down, and 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, including The Soap Box, please email customerservice@fortunecookiesoap.com 

Live Chat: Click the Live Chat link on the left side of the page to drop in and say hi or ask us a question. If the link isn't available, that means our Live Chat is offline. Feel free to drop us an email or give us a call.

Phone: 918-779-1518 or toll free 1-844-736-1659 ext. 403

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

Address: Want to send us cake? YAY!! Thank you!!! We LOVE cake!
12812 S. Memorial Dr
Unit #205
Bixby, Ok 74008

(cake address, only)

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

 Ordering and Shopping Information

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: Cart jacking is a 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.
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My Soap looks different from the picture on the site. Why is that? 

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

My soap 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.


Um, why did you name your Hand Sanitizer "OCD"? Not cool, man.

Good question! Although we love being witty, cheeky, and poking fun in general, we chose to name our hand sanitizer, OCD to bring awareness to OCD, itself. We donate a portion of the sales from that product to the OCD Foundation  to further research on it. We chose to use the product ocd since that is the product that the people generally will jokingly say they have OCD when the use hand sanitizer a lot, so we believe it is the most recognizable to people.

We have other foundations we give to as well - below is a list of our "For a Cause" products. We donate a portion of the proceeds from our Pink Power Fortune Cookie Soap to save the tatas, our puzzle piece bar soap is used to give to autism speaks, one of our former employees has an autistic child, so it is very near and dear to our hearts. If you are a long time fortune freak, you might remember our Seeds of Love Fortune Cookie Soap which was a limited edition product, used to benefit the Red Cross in helping the people that were in devastating earthquake in Japan in 2011. We donate a portion of the proceeds from our entire Tree of Life collection to The Canopy Project.  

 

Are your products vegan?

The following products are NOT vegan: Lip Balms and Tints, Hydrate Me's, Cuticle Butter, Milk Bath, Lip Scrub, Whipped Cream, Massage Bars, Solid Sugar Scrub Bars

 

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 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 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, Visa, MasterCard, American Express and Discover credit card payments. back to top

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.
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Why has no one 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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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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How do I qualify for free shipping?

We offer free ground shipping on all US orders over $75.00. In order to qualify your order total needs to equal $75.00 or over AFTER any discounts have been applied. If your order qualifies, your shipping charge will automatically be removed from the total cost of your order. If it is not removed, your order does not quality for free shipping.


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.
International orders are not trackable

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I'M FREAKING OUT! Where's my order?
If you received a shipping confirmation email, your order has shipped from our warehouse. Use the handy dandy tracking number to 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.

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 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 your FCS 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 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.

Soap Box FAQ

Who can order?

Anyone that loves quality bath products can sign-up, we currently offer The Soap Box subscription Internationally!

What's in it?

All subscription boxes will include 8 exclusive FCS products in adorable mini-sizes. You will also receive a $10 FCS gift code with each Soap Box, that can be redeemed online. Price includes shipping

When can I get it?

FCS has a major product launch 4 times a yearThe Soap Box, boxes ship out approx. 2 weeks prior to a launch, giving you a chance to try out the new fragrances and products, to discover what you like, before you commit to a full-size product.


Why is it a great idea?

You'll get an early bird sneak-peek at the new products WEEKS before anyone else!

You will be at the front of the line and guaranteed to get the latest products from FCS.

The Soap Box is perfect for gifting, indulging, or for a first-time buyer interested in trying the FCS brand.

The Soap Box is a quarterly subscription box, centered around handcrafted, bath + body products. Price includes shipping.

Common Questions

You will be billed automatically every three months, and your box will be shipped to the address you have on file.

1. What if I want to change my address or credit card info? Please email our customer service, we can update it for you

2. How do I use my $10 FCS discount code? To use your discount code, right before checking out with your items, you must apply your discount code in your cart. Simply enter the code in the Discount Code field and select 'Apply Code.' The balance available on your discount code is applied to your cost summary and your grand total will be updated accordingly. Code cannot be used toward shipping. Must use entire amount in one transaction.

3. Can I skip a month? Although there is no specific “skip” function, you can effectively skip a box by canceling before the end of the cut-off date and then re-subscribing before the cut-off for the next box. 

4. Can I cancel? Yes, you may cancel your subscription at any time. If you have already been billed for the next box, and it hasn't shipped yet, then you can either get a refund, or have that be your last box. 

5. When can I expect my first Soap Box? The boxes ship out starting around the 5th of the month; your Soap Box should arrive an estimated 5-10 business days after it's shipped.

6. Can I use a FCS gift/discount code to purchase the subscription box? No. You may use your FCS gift/discount to purchase any products except recurring subscriptions, Limited Edition Soap Boxes and gift certificates. 
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