Masks are no longer required while shopping in our store although our team will continue to wear masks during work hours. We will continue to sanitize surfaces and make hand sanitizers available around the shop.
Please stay home if you have any Covid-19 symptoms. You can place your order online and take advantage of your curbside pick-up option or have a close contact pick it up for you.
As of July 2022, we are predominantly a SELF-SERVICE operation! Here are the steps to refilling when you visit our shop:
Weigh the container on a Smart Scale at a Weigh Station at the front of the shop
Tap a Smart tag on the camera of the tablet to store the tare weight of the container
Fasten the smart tag to your container and repeat steps 1 and 2 for the rest of your containers
NOW YOU ARE READY TO REFILL! We have multiple refilling stations around the shop, divided by categories such as soaps, dry food, teas, oils + vinegar, etc. We would be happy to give you a tour if you need.
When you are done, head to one of our payment desks and a cashier will weigh and process your refills. +++ Please ensure that your containers are clean and specifically bone dry when refilling powders, oils, cosmetic butters, nut butters, botanicals and liquid sweeteners
+++ You are welcome to bring in partially full containers to top up on non-perishable products such as soaps and dry food items. To ensure freshness and safety, we cannot top-up fresh perishable food into a container that still had older perishable food +++ If you did not bring containers, no sweat! We have sanitized donated containers available as well deposit jars and $0.10 paper bags of varying sizes.
+++ Grab a shopping cart or basket if required. Please avoid using your personal bags to store unpaid merchandise. +++ There will be some items that we will continue to refill for you. These are items that may be high contamination concerns such as oral care products or very messy or finicky to refill such as micas or essential oils.
Enjoy your refills and thank you for helping our community divert more packaging waste!
Please see the product descriptions for items marked as "in-store pick-up only." Bulk soap, cleaning supplies, grocery, refrigerated and frozen grocery items, as well as some cosmetic liquids, can only be picked up in-store.
You can place your order and leave a message letting us know you would like to have those items in containers instead. We will be happy to fill them in those containers for you.
When you pick up your order, you may need to pay the extra deposit jar fees but we will refund you for the paper bags. You are also welcome to bring your own containers to decant the items into them and return the unpaid deposit containers in them. We cannot offer this option for products that would require you to wash the jars before returning.
It is not necessary to create an account to shop with us online as you can choose to checkout as a guest! You are welcome to create an account if you would like to have easy access to your order history or save your payment details.
As soon as you complete the online checkout process, you will receive an order confirmation email from us to let you know that we have received your order.
You will also receive an email to let you know when we have shipped your order if that option was selected, or that your order is ready for pick up in store.
If you did not receive an email confirmation of your order, it could be because your email provider is putting our emails in your "Spam" or "Junk Mail" folder, or the incorrect email address was entered at checkout. In this case, feel free to reach out to our customer service team to confirm your order or check on its status.
Please double check all order details thoroughly before confirming your order as you are unable to add additional items, remove items or edit details of your order after it has been placed. If you have made an error in your order please contact our customer service team immediately via email at help@thesoapdispensary.com for assistance.
If you would like to simply add more items to your in-store pick up order, please place a new order, and leave a note for us at checkout, so that we can combine your order.
Fulfillment time varies based on how many orders we receive. We aim to get all orders ready for pick up or shipment within 1-2 business days of receipt.
If we anticipate order delays we will make an announcement on our social media channels. If you would like more information regarding your order fulfillment status, please email us at help@thesoapdispensary.com or call us at 604-568-3141 and have your full name and order number handy.
Should the need arise to cancel your order after you have placed it and payment has been processed, we will do our best to accommodate your request but cannot guarantee that it is possible. Due to the fact that we aim to process orders as efficiently as possible and our order volumes fluctuate, order cancellation is a time-sensitive action. Please reach out to us at help@thesoapdispensary.com as soon as possible and in order to serve you best, ensure that you include your order number in your email.
We ship online orders via Canada Post and suggest that you select the option which requires the signature of the receiver upon delivery. If you track your package online and it states that it has been delivered but you cannot find it or did not sign for it, please check with other members of your household or your neighbours if they perhaps received it on your behalf. If you are unable to locate the package, please contact help@thesoapdispensary,com and we will do our best to work with Canada Post to locate the package for you.
If you choose the option of having the package left at your door without a signature requirement, we, unfortunately, cannot be held liable if it goes missing.
Please contact us within 24 hours of receiving your shipment at help@thesoapdispensary.com and they will walk you through the steps to resolve the matter.
Online orders of bulk products will be filled into paper bags, glass deposit jars or plastic 4L pails.
Please wash your containers before you return them. They will be further sanitized in our commercial sanitizer before we put them back into circulation to be reused over and over.
Our reusable deposit containers range from $1 - $3.50 and non-refundable $0.10 recycled paper bags.
With the exception of the $0.10 recycled paper bag fees which we donate to local environmental initiatives, all clean deposit containers may be returned for a complete refund. Return the deposit containers when you pick up your next order! We will not be able to accept unwashed containers so please ensure they are clean.
Deposit container refund options include:
A credit on your store account, to be applied to your next order
Donated to one of the current charities we support
You can find our gift card for online shopping here! Gift cards purchased online are sent digitally to you by email and you can forward it on to the recipient. The email will contain instructions on how to redeem them at checkout. The Soap Dispensary gift cards have no additional processing fees.
Visit our shop to purchase a gift card for shopping at our Main Street location. You can choose to purchase a physical card or an E-Gift card. Please have the recipient's email address handy if you plan to give them an E-Gift card.
Gift cards will be emailed within 1 business day of purchase. If you did not receive an email with your gift card and redemption instructions within that time frame, it could be because your email provider is putting our emails in your "Spam" or "Junk Mail" folder, or the incorrect email address was entered at checkout.
Yes, if the gift card is unused it is possible to cancel it and receive a refund within 14 days of purchase. Please contact us at help@thesoapdispensary.com for assistance.
Unfortunately, a store credit can only be used for in-store purchases. We would be happy to offer your deposit jar refund as cash back instead. If you return deposit containers in-store and would like to make your next purchase with us online, please select the option to get cash back.
You can use the following payment methods on our website:
Visa, MasterCard, Interac, and The Soap Dispensary Shopify gift card for online purchases and The Soap Dispensary In-Store gift card for purchases at our Main Street location.
To ensure you receive your order, we advise that you select the option that requires a signature upon delivery. If you choose a delivery option where a signature is not required, we are not able to ensure that the correct recipient receives the parcel. The Soap Dispensary will not be held responsible for your parcel once it has left our fulfillment facility.
Please contact us as soon as possible with your order number and updated shipping address to request an address change, and we will do our best to accommodate your request if the order has not yet been shipped. Unfortunately, once your order has been shipped we are unable to accommodate such requests.
For major urban centres, the guidelines provided by Canada Post are as follows, but your package may be delayed due to unforeseen circumstances, so the below are guidelines and not guarantees.
Local delivery: 1 day
Regional delivery: 1 - 3 days
National delivery: 2 - 7 days
For non-major urban centres, the guidelines provided by Canada Post are as follows, but your package may be delayed due to unforeseen circumstances, so the below are guidelines and not guarantees.
Local delivery: 1 day
Regional delivery: up to 4 days
National delivery: up to 11 days
For Northern Regions and remote centres, the guidelines provided by Canada Post are as follows, but your package may be delayed due to unforeseen circumstances, so the below are guidelines and not guarantees.
Unfortunately, if a delivery delay occurs due to circumstances at Canada Post, it is out of our control. Please continue to check your tracking number to get the most up-to-date delivery information.
We try to minimize shipping waste as much as possible. We have always saved and prioritized reusing shipping materials that came to us from our suppliers. We also only use recyclable and compostable materials like cardboard boxes, scrap paper, compostable packing peanuts and paper tape.
We sometimes end up with bubblewrap and styrofoam packing peanuts from suppliers We usually donate to shipping companies but we may use them for shipping delicate items. Please specify if you don't not want us to use them in your order.
The Soap Dispensary will gladly honour a refund or exchange on regular priced, unused merchandise within two weeks of purchase. Must be in original, re-sellable condition with proof of payment.
Discounted items will be processed to the same amount paid.
Items returned after two weeks can only be exchanged or issued store credit. Items purchased over a month will not be accepted.
Exceptions to this rule:
No refund or exchange on personal hygiene products such as body care and oral care products, brushes, towels, etc.
No refund or exchange of bulk products refilled in customers' containers including soap, body care products, edible and DIY ingredients.
No refund or exchange of books.
No refund or exchange of enamelware.
Pumps and sprayers that stop working within three month of purchase may be returned for an exchange or store credit. No returns accepted after three month.
The Soap Dispensary will not be held accountable for any damages from the use of cleaning products sold in our store. Please refer to the best practices as labelled on our bottles or listed on the product description online. We recommended to test a small inconspicuous area before proceeding.
Unless the product was faulty from the manufacturer or we made a mistake on your order, we do not accept the following for return for exchange or refund:
food
personal hygiene products such as body care and oral care products, brushes, towels, etc.
bulk products refilled in customers' containers including soap, body care products, edible and DIY ingredients.
books
enamelware
Items that are used, washed or damaged by customers will also not be accepted
Unused or unopened items, with the exception of products that fall into the categories of non-returnable items as mentioned above, can be returned for a refund to the original payment method within 14 days of delivery. The customer is responsible for return shipping.
Once the return has been received, inspected and approved, we will email you to notify you that we have received an approved/rejected the returned item for refund. If approved, please allow 3-5 business days for the refund to be processed. Please note that shipping charges are non-refundable.
To start a return, please email us at help@thesoapdispensary.com and include your full name and order number.
While we want you to be happy with every item purchased from The Soap Dispensary, we do not offer free return shipping due to the costs involved, both from an environmental and monetary stance. The carbon footprint of shipping and the potential waste of us not being able to resell the item are both factors that we would like to minimize whenever possible.
You are welcome to exchange eligible items purchased either online or in store, with a valid receipt of purchase, within 30 days of purchase. It is best to contact us via email prior to attempting an exchange to verify that we have stock of the product you would like to exchange the original item for.
For in-store exchanges:
Simply bring the product you would like to exchange, along with your proof of purchase, and one of our retail team will assist you.
For online exchanges:
Please contact our customer service team at help@thesoapdispensary.com with your full name, order number and reason for exchange, and they will provide further information. Please note that return shipping and shipping of the new item(s) are covered by the customer and not The Soap Dispensary.
Yes, you may return a gift as long as you have a gift receipt for the item. To check whether a particular item is eligible for a return, please refer to our Return Policy.
Yes, items purchased with a gift card may be returned for store credit within 14 days of purchase with a valid receipt of purchase. To check whether a particular item is eligible for a return, please refer to our Return Policy.
Please contact our customer service team via email within 24 hours of receiving your order at help@thesoapdispensary.com and include your full name, order number and a photo of the item in question. Damaged, defective or incorrect products can be returned to us with complimentary return shipping. Depending on your preference, we will gladly give you a refund for the item in question, or ship out a replacement at no additional cost to you.
Yes, if the item is eligible for return and is unopened and unused, the item will be accepted in store if returned within 14 days of purchase with a valid receipt of purchase.
If you would like to change the email address associated with your account, please email help@thesoapdispensary.com with your full name and current email address, and be sure to include the new email address you would like it to be updated to, and our team will be able to assist you.
If you would like to update your physical address or add another one, please log into your account, and go to the address section to add or edit your addresses.
Any donations collected from paper bags or returned deposit containers are donated to charities defending Indigenous land, supporting BIPOC projects or other actionable environmental causes. If you would like more information regarding the charities we are currently supporting or you would like to know how to make a donation, please email info@thesoapdispensary.com
We are always on the lookout for new team members who feel passionate about the zero waste movement! If you feel like you would be a good fit, please send your cover letter and resume to jobs@thesoapdispensary.com. You can also visit our Careers Page to check out our current job openings. We look forward to meeting you!
