For customer service and questions regarding your order please call us at:
Tel. (904)543-8296 (M-F, 10-6 Eastern Time) or E-mail us at firstname.lastname@example.org.
We accept money orders, Visa, MasterCard, American Express and Discover. All amounts are in US dollars. We do not accept personal checks. There is a 25% restocking fee on refused packages and returned items. Returned items must be authorized by Ponte Vedra Naturals, Inc. before being returned.
Credit Card Security
Ordering from PVSOAP online is safe and secure. Once you click on “CHECKOUT,” you’re on a secure server that uses Secure Socket Layer (SSL) advanced encryption technology. Your credit card information is encrypted when it is transmitted to us and is stored in a secure environment. SSL makes it virtually impossible for unauthorized parties to read any of the information you send us via the secure server. Your credit card information is never reused except to issue refunds or additional charges incurred in shipping, and your credit card is charged only when your order is processed. For your own safety, please don’t ever use email to send us your credit card information! Use the secure shopping cart instead.
There is no minimum order. Orders will usually be shipped within 2-3 days (excluding weekends & holidays). We cannot however, guarantee a specific delivery day. If you have questions regarding the timeliness of an order, please email us at email@example.com. Ordering from PVSOAP is simple and convenient. Take your time browsing through the site’s many offerings. After selecting your product, click on “ADD TO CART” to place the product in your Shopping Cart. Repeat this step for all the products you wish to purchase, and when you’re finished, click on “CART.” At this point, you’ll be able to increase or decrease the quantity of each item selected or remove any unwanted items. Once everything is correct, you can log into your account or create a new account and then click “Checkout,” where you will enter your billing/shipping info and credit card information. Returning customers may login for speedy checkout. New customers may create a new account with an email and password and the next time they order, their address information will automatically be filled in for speedy checkout. They can also see past orders under their own account. If ordering by phone or mail simply use our shopping cart, adding items as if you were buying online. Proceed through all the steps selecting the “Phone Order” and checkout. This will generate an Order with an ID# which we will receive via our server. You may then phone us with your credit card information or mail in your info to: Ponte Vedra Naturals, Inc., 4949-3 Sunbeam Rd., FL 32257. Phone (904)543-8296. We will confirm receipt of your information. If you are local and would like to pick up your order, choose “In-Store Pick Up” when checking out. We will contact you when your order is ready. Or you can just come out to the store/studio.
Please provide the correct billing address for the credit card in use. If the address does not match, your credit card company will deny the charge. Orders over $500 will be subject to additional verification. Please be advised that we collect IP addresses for orders placed on our website.
Providing Correct Address Information
Please provide us with the correct address information being sure to include any apartment or suite numbers. Failure to provide us with correct address information may result in additional or higher shipping fees.
If you have placed an order in error or simply changed your mind about ordering and would like to cancel your order, please contact us within 2 hours from the time of your order either by phone or email.
Shipping & Handling
Within the continental United States, we ship FedEx Home/Ground, 1-5 business days (see map). Ground shipping is calculated by distance and weight. Also available is FedEx 2nd Day Air, rates will be calculated the same way. If your package needs additional insurance, or you live in a rural area, or a signature is required due to its value, we reserve the right to charge the additional cost to your credit card. There is also a $2 per order handling charge for each order for boxes and packaging.
USPS Priority Mail is available for P.O Boxes and APO addresses, Alaska, Hawaii, Puerto Rico, Guam and the Virgin Islands only and maybe chosen at checkout. If your package needs additional insurance, or you live in a rural area, or a signature is required due to its value, we reserve the right to charge the additional cost to your credit card. There is also a $2 per order handling charge for each order for boxes and packaging.
We try to ship all orders after 48 hours of receipt, however we cannot guarantee this. If an order requires a communication or confirmation from a customer, order processing resumes after the communication was received (whether by e-mail or phone). Refused or cancelled orders are subject to our 25% restocking fee.
We accept credit cards only for international orders. Our shopping cart can now figure the shipping cost to areas outside the USA. International customers can use our shopping cart and a USPS Priority Mail International option will appear. Any shipping quotes that go over the actual cost of the package/s, will be credited back to the customers credit card. International customers must also supply us with the correct billing information and the CCV which appears on the back of their card. Their will also be a $2 handling charge added to the invoice. Refused or cancelled orders are subject to our 25% restocking fee. All international orders will ship to their billing address only. We are not responsible for fees or duty related to any country.
Shipping Restrictions on Certain Fragrance and Essential Oils
Fragrances and Essential Oils with flash points lower than 200° cannot ship by air shipping option. If any of these oils are chosen, they will ship separately by Ground at an additional charge.
When you place an order at PVSOAP, you will receive an order confirmation via email. Be sure to provide us with a valid email address and a phone number. You will also receive a ship notification tracking number from FedEx or USPS once your order has been shipped. Order status can be checked by logging into your account with your email address and Order ID #.
PVSOAP is required by law to collect sales tax on orders shipped to Florida, 7%.
Customers that provide us with a current year Florida Tax Resale Certificate number can enter it into their account. They must mail or email us a signed copy of their DR-13 tax ID certificate. We will then activate your tax exempt status.
Backorders & Out of Stock
If you order a product that goes out of stock, you will receive a slip within your package. Backorders are shipped automatically once the item returns to stock at no additional cost to you unless the item is already stated as “out of stock”. You may email us if you wish to cancel your backorder. Most backorders are filled within 2 weeks. Backorders are always shipped via ground method regardless of original shipping method of the order.
We now have a store/studio. Local customers may order online using their credit card or may call in their orders for pick-up or just stop in during our shop hours. When shopping online be sure to choose In-Store Pick Up. We accept credit cards, money orders, or cash. We reserve the right to refuse service if you order, have not paid and do not pickup the order.
Return Policy & Guarantee
All sales are final due to the nature of the products and raw materials we sell. Natural products are not guaranteed beyond 15 days of receipt of purchase. We are also not responsible for the outcome of an individuals recipe using our raw materials. We will gladly replace any damaged or defective item immediately or refund your original purchase price only if the products are unavailable. We are unable to refund the freight charges.
PVSOAP.COM is extremely serious about protecting your privacy. We will never sell, loan, rent, trade or give away your name, email or address to anyone. Any information we collect is solely for the purpose of enhancing your shopping experience. We use email to communicate with you about your orders and to let you know about special product introductions and other PVSOAP news.
Color on the Internet
PVSOAP wants you to enjoy the products you buy from us. Please keep in mind that color monitors display colors differently, so if you have concerns please email us. We’ll get back to you right away with information to help you.
If you wish to order samples, we will be glad to quote you a price on those items which interest you. We do not offer free samples. We cannot offer samples during the peak holiday season. You may request up to 2 free fragrance oil samples with each order.
Prices subject to change without notice.