All orders that do not include any pre-order items are expected to ship within 3-7 business days! However, please keep in mind that all local delivery services are currently experiencing extended delays due to global shipping events.
Shipping and handling
when can I expect my order to ship? (canada based)
when can I expect my order to ship? (u.s based)
All orders that do not include any pre-order items, are expected to ship within 5-7 business days and will take approximately 2-3 business days to deliver once shipped from our facility. However, please keep in mind that all local delivery services are currently experiencing extended delays due to global shipping events.
do you ship internationally?
We currently only ship to the following countries: Canada & U.S.A
when will my order ship?
Here’s how it works: you order, we process, then we ship.
Ordering only takes a few clics and seconds. Processing takes 1 to 2 business days (and orders placed after 2pm EST are processed the next business day). Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. Me time is on the way!
how do I know if my order shipped?
Once your order has shipped, you will receive a second confirmation email pertaining your order’s tracking details.
does my order qualify for free shipping?
All Canadian orders that meet our 75$ subtotal requirement or 100$ for our US orders (after any promotional offers or taxes have been applied to an order) may qualify for our free standard shipping option.
how can I edit my shipping address?
If your order is shipping to an incorrect address, please email firstname.lastname@example.org
if my order contains a pre-order item, will the rest of my order ship beforehand?
If your order contains one or more pre-order items, all items in your order will ship together once your pre-order item(s) are available to ship. Note that Pre-orders may take up to 2-4 weeks to ship, but all products will have more specific timelines included in their product descriptions.
my order was marked as delivered but I never received it. What should I do?
Oh no! Our team first recommends double-checking that your shipping address includes all parts of your current address, including any suite or apartment numbers.
If your shipping address was correct and you still haven’t received your package within 3-5 business days after your package was marked as delivered, please file a stolen package report with your shipping carrier.
Silknsoak: Please note that Silknsoak inc is not liable for any lost, stolen, or damaged packages upon transit after they’ve left our distribution facility. However, we will of course do our best to help you find your package. Contact@silknsoak.com
what if I'm having trouble with the tracking number?
Sorry about that! In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can at Contact@silknsoak.com We can give you the inside scoop.
are you cruelty-free?
Of course, Yes, Oui, Si! We are proud to share that our products are certified cruelty-free by Leaping Bunny, the only internationally recognized certification organization for cruelty-free companies. Being Leaping Bunny certified also means we’ll have regular independent audits to ensure we’re compliant. No one is hurting our lil friends.
CAN I SELL THE PRODUCTS ON MY OWN SITE?
Your purchase of Silknsoak products is only for your personal use. By purchasing Silknsoak products, you agree not to resell or distribute such products for any commercial purposes. We may reject or cancel an order if we have reason to believe that your order is not for your personal use.
CAN I USE YOUR PRODUCTS IF I AM PREGNANT OR BREASTFEEDING?
We only use the highest quality ingredients, which we encourage anyone who is pregnant or nursing to share with their primary healthcare provider for use direction.
WHERE are the SILKNSOAK PRODUCTS MADE?
All the Silknsoak products are made by us locally *(Canada, Québec).
Yes! we do them. No, our products are not outsourced. Yay! :)
HOW DO I STORE MY SILKNSOAK PRODUCTS?
Most of our products are activated by water, so simply keep them in a dry, cool place. If you have any concerns look at the section "More details" of the product you have or wanting to buy.
Still not sure email us Contact@silknsoak.com
HOW DO I FIND OUT WHAT INGREDIENTS ARE IN YOUR PRODUCTS?
You can learn all about our products on their individual product pages under "Key ingredients". If you have any other questions or thoughts, let us know by emailing us at Contact@silknsoak.com
RETURNS & EXCHANGES
What’s your return policy?
We're sorry you're not obsessed.
You will be eligible for a refund in the form of a credit note on an e-gift card if items are returned sealed within 14 days of the shipping date. After 14 days, we do not accept returns. Online exchanges and refunds in the original payment method are not available for items purchased on silknsoak.com.
Once the return is approved, please allow 3-5 days for the credit to be processed.
We are not able to refund the original shipping cost or return shipping cost as these are paid directly to the carrier. Silknsoak inc does not refund orders for lost or stolen packages.
*We cannot accept returns of partial sets.
*All purchases made at an event (local markets and trade shows) are final sales.
Please reach out to us at Contact@silknsoak.com with your order number and the products you'd like to have help with.
What should I do if I receive the wrong product?
Oh no! sorry about that, don’t worry we got this— Please contact us at Contact@silknsoak.com and we’ll be sure to get you the Silknsoak product you ordered!
I received a damaged item in my order, what should I do?
Goods are classified as faulty if they are not fit for purpose.
Please contact our team Contact@silknsoak.com within 7 days of receipt along with your name, order number, and images you can provide of the faulty item(s), so we can support you further. Please note that items which are damaged due to normal use by accident; or through misuse will not be considered faulty and Silknsoak has the right to refuse a refund on these grounds.
Can I cancel my order?
We get it, accidents happens! If you would like to cancel your order, please reach out to our team at Contact@silknsoak.com within 24 hours of placing your order and we will try to cancel your order before it ships.