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Store Policies and Shipping Info

Thank you for your interest in Bramble Berry! Below are some of our general policies and how we like to do things. However, if you have an issue or need help please feel free to call us - we are here for you. 

Our Environmental pledge: Bramble Berry Inc. is an energy-neutral company. This means that for every kilowatt of energy that we use here at our offices, one kilowatt of renewable energy (wind, solar or other "green" energy sources) is put back into the power grid.

Warehouse Hours: We are open Monday through Thursday from 9:00 a.m. to 4:00 p.m. Pacific Standard Time. We close at 3:00 p.m. on Fridays. We are closed on the weekends. The warehouse is not open to walk-in customers. If you're in the Bellingham, Washington area, you can shop at Otion The Soap Bar, which carries the complete line of Bramble Berry products at retail prices (typically 5%-15% higher than Bramble Berry's website pricing). Save on shipping, visit Otion's sniffing bar, try the soap bar and get access to Otion's knowledgeable staff ready to troubleshoot your soaping conundrums - plus many other amenities for soap lovers.

Shipping: We are happy to ship via Priority Mail or Fed Ex.

Priority Mail normally takes 2 to 3 days but may take up to one full week to reach you. For packages shipped through the mail, we have an innovative private insurance program that means you don't have to deal with the post office and forms when smaller packages go astray.

Fed Ex transit time varies based on your zone and the method, your order will have an estimate of the transit times when you check out. 2-Day Air orders placed before noon (PST) will be shipped the same day. Orders placed after noon will ship the following business day. Fed Ex 2 Day Air and regular ground does not deliver on Saturdays or Sundays.

Damaged or Missing Orders: If you receive a damaged package, please take photos of your package. Great news! There’s a label on the side of your packing of who packed your items.  When calling or emailing regarding any damage or lost items to your package, please have this information ready for our Customer Experience Team. Please call us within one week of receipt, or one week from when you were supposed to receive it and we will gladly handle all of the claim paperwork and help to get you a refund or replacement. Please call us immediately toll free at 1.877.627.7883.

BE SURE TO DOUBLE CHECK YOUR ADDRESS! If a package is sent out to an incorrect address, and it is returned to us, you are responsible for the reshipping costs. 

International Shipping: We are happy to ship packages overseas. Please read our International Shipping Policies for more detailed information on transit times and overseas shipping costs.

Turnaround/FedEx Orders: The total shipping time for your order is our turnaround time PLUS the time in transit. FedEx 2-Day Air orders placed before noon (PST) will be shipped the same day. Orders are shipped out 5 days a week Monday through Friday. To find our current turnaround times please see the note in purple at the top of this web page. To get an approximate idea of your transit time you can view a FedEx Transit Time Guide. (PDF file Adobe Acrobat required)

Transit Time: Remember to include our turnaround time in delivery calculation. If you need an order quickly, call us before noon at 1.877.627.7883 and we will take your order and figure out the fastest shipping options. FedEx 2-Day Air to Alaska and Hawaii takes an extra day (3 days total).

Order Changes & Cancellations: Because of our dedication to fast turnaround times, cancellations, as well as additions and changes to orders can only be accepted within one hour of order placement. However, if you are using expedited shipping (like 2-day Air) or shipping internationally, we cannot accept any changes, this is to ensure that your order is shipped out on time. If your order has already been sent to the warehouse for pulling and packing or is packed for shipment we will gladly assist you in placing a new separate order for the additional items. Orders that are cancelled after packing for any reason are subject to a 15% restocking fee.

Please email your changes as soon as possible to orderchange@brambleberry.com. During regular business hours (M-F 9am-4pm) you may call us at 1.877.627.7883. Have your credit card information ready for speedy service! If you get the answering machine, please leave a message with your order number and full information for what you wish to have changed. Be sure to leave your phone number too. We return calls same day.

Placing orders: Feel free to use our online shopping cart, located throughout the site. Check out this Soap Queen tutorial for a step-by-step guide on how to place an order. If you're having problems with the cart, you are welcome to phone in your order. Our toll free phone number is 1-877-627-7883. If you wish to fax your order in, our fax number is (360) 752-0992.

Minimum Orders: We do not have a minimum order amount and you are welcome to order as little, or as much, as you want.

Tax Exempt: If you live in Washington state and you are purchasing supplies from Bramble Berry for resale you are probably tax exempt. In order to comply with Washington state law every customer in Washington state that is not paying tax must provide us with a copy of their Reseller Permit. You can fax it to us at 360.752.0992, or mail it to us (our address is: 2138 Humboldt Street, Bellingham, Washington, 98225) or scan it and email it to us! For more information on how to get a reseller's Permit go to the Washington State Department of Revenue site here.

If you live outside of Washington state Bramble Berry will not charge you sales tax. Please note: your order must be shipped from Bramble Berry to a state other than Washington to be automatically tax-exempt.

Returns: Returns are accepted within 45 days of purchase. We cannot accept returns on essential oils, fragrance oils, colorants, soap bases, fixed oils. waxes, any liquids, online videos, or electronic (downloadable) books or zines for any reason.

We will accept returns on the following products that have not been used and are in sale-able condition: packaging, molds, books, soap stamps, toys, scales and soaping hardware. We will issue a credit to use on a future order for the sale price of the item(s) less a restocking fee. Shipping, duties and taxes are at customer’s expense.

If you plan on returning a product to us, please call us at 1-877-627-7883 or email us at info@brambleberry.com to receive your unique RMA code (return merchandise authorization). Include the RMA code in the return address so you’ll only receive a 15% restocking fee. If you do not have an RMA code included in the return address of the returned package the refund will be less a 35% restocking fee. Below is an example of what the return address should look like.

Bramble Berry Soapmaking Supplies
Return Department: RMA# 134053CD
2138 Humboldt st.
Bellingham, WA 98225

Please allow us 10 business days to process your return.
 

Out of Stock Items: We do not create back-orders for out of stock items.While we strive to keep all of our  items in stock at all times, we do occasionally run out of items. We will put these out-of-stock items up on the web site as soon as possible. However, if you place an order and an item is out of stock on the order, we will delete the out-of-stock item and process your order like normal. You will be notified via a note regarding the out of stock item. We apologize in advance for any inconvenience that this may cause you.

If you prefer to have us hold back your order and contact you in the event of an out of stock item please place a note in the comment section of your order and we will happily break our policy for you! Please note that this can delay the shipment of your order by one or two days.

Discontinued Items: Is there an item that we've previously carried that you want to purchase? Write to us here We may be able to special order small amounts just for you or direct you to a new supplier. 

Payment methods: We accept Visa, MasterCard, American Express, Discover, and PayPal as well as money orders. We do not accept personal checks. Money Orders can be sent to:

Bramble Berry, Inc.
2138 Humboldt Street
Bellingham, WA 98225

You are welcome to call in your orders to our distribution center at 360-734-8278. We are in the office from 9am to 4pm daily but feel free to leave a message if you get our secure voice mail.

Credit Cards: If your card is declined, Bramble Berry will send an email (to the address associated with the declined order) to let you know. Often it is due to an incorrect address or security code. We take our customer's security very seriously and for that reason we require the exact billing address and security codes for all of our credit card transactions. It is also for security reasons that we do not have access to your full credit card number and ask that you call us at 1.877.627.7883 with your credit card information. Our customer service representative will then be able to quickly and safely process your credit card. We do not recommend emailing credit card information - as email is not a secure form of communication. Please note that our transit and turnaround times begin after we have received valid payment information, not at the time the order was placed.

PayPal: Paying by E-Check through PayPal takes additional days to clear than standard PayPal payments. We will hold your order until the payment has cleared.

Product Testing: All of our oils are tested in Cold Process and Melt and Pour soap. We include testing notes in the description of each fragrance such as "accelerates trace" as appropriate. Our fragrances are, for the most part, considered safe for candles, both wax and gel candles (as well as soap, bath fizzies, bath salts, and all manner of toiletry products). As we have not tested specifically for clouding or polarity in gel candles or throw for wax candles, we do recommend that you test all the fragrances in your particular blend of wax and wick before selling your candles. Soap molds have been tested with melt and pour soap and in general, are rated to 140 (Milky Way Molds) to 160 (Heavy Duty Molds). Plastic soap molds cannot be placed in the dishwasher or stove; they will melt.

Colorants: Our pigments and micas are sold by weight - not volume - so you're getting the most for your money. Since many micas and pigments are very light, it often takes a 2 or even 3 ounce container to fit 1 ounce, by weight into. So, remember, when you're comparing costs, make sure you ask whether the product is sold by weight or volume.

Material Safety Data Sheet (MSDS): We are happy to provide the MSDS to our customers for any of our products. Most MSDS are automatically added to your account when you make a purchase. You can find them under the Digital Goods tab when you are looking at the main page of your account. Our MSDS are supplied in a digital PDF format. Please send an email to MSDS@brambleberry.com for any products that do not have an MSDS automatically attached and we will help you get the info you need. To view or print out the MSDS you will need to use Adobe Acrobat (a free program).

Samples: We do not ship samples, independent of orders. Offering "Free" Samples (and shipping for those samples) merely means that the cost will be absorbed into our product line, raising the prices. We offer affordable 2 oz. sizes, perfect for testing. We do not have a minimum order and are happy to include one ½ ounce sample with every order placed.

Sniffy Samples: If you're interested in receiving a sniffy of any of our fragrance oils, (an absorbent cotton strip, dipped in fragrance, and sealed in a mini Ziploc baggie) please send a self-addressed, stamped envelope with the fragrance you'd like to smell written on a note inside. Please send a SASE for each scent you are interested in (so as not to co-mingle the scents) and keep in mind that all fragrances smell different in the final product so for best test results, take advantage of the small 2 oz. sizes we offer for purchase of the fragrances. Because of the extra labor involved, please do not request sniffy samples with your actual order. You are welcome to request a free ½ oz. sample of fragrance with your order, however. Please note that we cannot offer free samples of essential oils.

Contact Us

We strive to answer all emails and return all calls in the orders in a timely fashion and in the order they were received.

Our customer service is open Mon - Fri, 9am - 4pm PST.

For quick support, contact us using the support tab on the left of the Help page.

Phone:

Toll free 1-877-627-7883
Local: 1-360-734-8278

Mail:

2138 Humboldt St. Bellingham WA, 98225 (warehouse is not open to walk-in customers)