Frequently Asked Questions
Welcome to our Frequently Asked Questions page. Here, we provide answers to our most commonly received questions, helping you navigate our products and policies with confidence. If you don’t find what you’re looking for, feel free to contact us directly for further assistance.
Contact
How do I contact O’Canada Soapworks for help?
You can reach us by email at orders@ocanadasoapworks.com or by phone at (403) 678-9942.
Can I find your products in stores in my area?
We just might! You can find local stores to purchase our products on our Store Locator page.
Products
How do I know what products might be right for me?
At O’Canada Soapworks, your skin is just as important to us as it is to you. We use high-quality ingredients in our formulations to help you target a variety of skin issues, from acne and dry skin to aging and eczema.
We also know that figuring out what works for your skin is a process. That’s why we’ve listed our ingredients on every product and worked hard to describe the benefits you might get from that product’s unique formulation.
Compare your list of must-haves – like anti-aging, oil reduction, acne support, moisturizing – to our product descriptions and we’re sure you’ll find a match made in heaven. Don’t forget to check out our reviews section to see how a product worked for customers in the past.
If you’re still not sure, reach out to us at orders@ocanadasoapworks.com and we can help guide you to the right product for you.
I have allergies. How can I be sure if I can use your products?
While our products are created with the highest quality natural ingredients, we know that everyone’s skin is different.
To help you determine which product might be right for you, we list the ingredients prominently on every product page. Look for things that you know you’re sensitive or allergic to like nuts, soy, dairy, and gluten.
For those with scent sensitivities, we have a line of unscented products called Bare. You’ll get all the amazing cleansing, relaxing, and moisturizing benefits of our main product lines, but without the added scents.
We also encourage you to reach out to us at orders@ocanadasoapworks.com to ask specific questions about our ingredients, manufacturing process, and any allergen/cross-contamination practices.
I have dry skin. Are your products right for me?
We use natural and organic ingredients for all our products, such as shea and cocoa butter, coconut and olive oils, aloe vera, and jojoba oil to moisturize your skin while you cleanse. However, your skin is as unique as you are, so be sure to check the ingredients on each product.
We also "superfat" all of our soap, which means we add extra oils, creams, and butters just before pouring them into molds. This gives our soaps added richness and creaminess, making them gentle and non-drying.
Can you provide more information about the ingredients used in your products?
Our products are crafted using natural and pure essential oils, plant butters, herbs, and spices. We prioritize high-quality, natural ingredients and avoid synthetic additives.
For more specific information about our ingredients, reach out to us at orders@ocanadasoapworks.com.
Do your products expire?
At O’Canada Soapworks, our focus is on making the highest quality natural skin and body care products we can. We limit the use of artificial preservatives, preferring to use natural sources like essential oils. This means that, like all cosmetics, our products have a shelf life.
To get the most out of your OCS of your products, we recommend storing them in a cool, dry place away from direct sunlight and high temperatures. We also recommend using our sealed products within a year of opening.
Most of our customers report going using our products too quickly for them to expire or go bad, but keep an eye out for adverse skin reactions or irritation and stop using it if that happens. If a product changes colour, texture, or consistency, it may have gone bad.
What is your manufacturing process like?
We make all our products by hand in small batches in our warehouse in Canmore, Alberta, Canada.
From ingredient selection to mixing and molding to curing to cutting and packaging is done by hand by our team.
The process takes about six weeks from beginning to end, and we quality test every product that comes out of our facility. You can trust that you’re getting a product that we fully stand behind.
Where are your products made?
All of our products are proudly crafted in the Canadian Rockies, just outside of Canmore, Alberta. Our production is inspired by Canmore's heritage and the beauty of Canada.
Are your products tested on animals?
No, we don’t test our products on animals.
Orders
I just placed an order, can I make a change?
We start working on your order as soon as it’s placed. If you need to make a change to an order after it’s placed, please email us at orders@ocanadasoapworks.com and we will do our best to accommodate any changes you desire. Please include your name, email, and order number when you get in touch.
What methods of payment do you take?
We accept all major credit cards including MasterCard, Visa and American Express. We also offer payment through Apple Pay and G Pay.
What currency do you charge in?
We’re based in Canada, so we charge in Canadian dollars. Your credit card company will do the conversion for you to your own currency when you order.
Can I send my order as a gift?
Yes, you can! You can specify a different shipping address at checkout and we'll send your order directly to your gift recipient.
If you have any special requests, such as a gift note to be included, please email us at orders@ocanadasoapworks.com and we will do our best to accommodate them.
Do you sell gift cards?
We do! You can send your friends, family, coworkers, teachers, or anyone who loves natural skin care products a digital gift card in the denomination of your choice.
You can choose from a variety of gift card designs and even have your gift card sent on a date in the future.
Head to our Gift Card page and order away!
Shipping
Do you ship outside of Canada?
Yes, we ship worldwide from Canmore, Alberta, Canada.
How do I know when my order has shipped?
You’ll receive an email letting you know that your order has shipped. The email will contain a tracking number and date sent so you can track your order’s progress on its way to you.
What should I do if I haven't received a tracking number?
If you haven't received your confirmation email with a tracking number, please contact us at orders@ocanadasoapworks.com, and we will happily assist you.
How are shipping rates calculated?
Shipping rates within Canada are based on the weight and size of your package and the distance it will travel. Canadian orders over $85 before taxes qualify for free shipping.
Shipping rates to the USA and international destinations are based on the weight of the products in your order. Please note that customs and duties for international orders are the responsibility of the customer.
We work hard to bring you competitive shipping rates, but we never inflate shipping rates for profit.
Will there be customs and duties for US and international orders?
This depends on the country you live in and a number of other factors about your order. We take care of customs and duties costs for US orders. For international orders, it is a good idea to check your local customs and duty guidelines before ordering.
I’m located in the Bow Valley area. Is local delivery or pickup available?
We offer free delivery within the Bow Valley area to locations including Canmore, Banff, Harvie Heights, Dead Man’s Flats, Exshaw, and Lac des Arcs. You can place an order online, and we'll arrange for delivery.
How does the local delivery process work, and when can I expect my order to be delivered?
Our Shipping and Delivery Team operates Monday to Friday, excluding statutory holidays. Orders placed on Friday will be delivered the following week. You will receive a notification when your order is ready, and we'll coordinate the delivery with you.
We pride ourselves in having the order sent out and delivered within 24-hours of placing your order.
Do you offer wholesale?
We do! We would be happy to discuss wholesale orders and rates with you. You can find more information about our Wholesale Program here. You can also reach out to us at wholesale@ocanadasoapworks.com for more information.
Returns
What is your return policy, and how do I initiate a return?
What should I do if I receive a damaged product?
In the event that you receive a damaged product, get in touch with us right away and we’ll do our best to make it right. Email us with the following information at orders@ocanadasoapworks.com:
- Your name
- Your email address
- Your order number
- Description of the damage/issue
- Pictures of the damage from at least three sides
