FAQs | Shack on the Rock

General

How do I reach Customer Service?

Email us at traci@shackontherock.com or message us on Facebook! Please note we are a small company and we’ll do our very best to get back to you as soon as possible.

What do you do with my personal information?

See our Privacy Policy. We do not sell your information to any 3rd parties.

Payments

How can I pay for my order?

We accept all credit cards/debit cards. (Visa, Mastercard, American Express, Discover.)

Do you use coupons?

Look for coupon codes in our e-newsletters, on the website or on our social media sites. These coupon codes are only valid for one-time use per customer. You must meet all purchase requirements stated to receive a discount or promotional offer. Coupon codes cannot be combined with any additional sales or promotions.

Do you charge Sales Tax?

Missouri Sales Tax will be charged to all orders shipped to Missouri addresses.

Refunds & Cancellations

Do you offer refunds?

Because we sell natural skincare products, refunds or exchanges are only accepted on unused and unopened product within 7 days of receiving the products. You will be required to pay shipping costs on returns. If you have any questions or issues, please contact us via email at traci@shackontherock.com.

What is your cancellation policy?

We require a minimum 24-hour notice of cancellation. As we are a small, family owned & operated company, please let us know as soon as possible if you need to cancel an order. Once we receive your request, we’ll confirm via an email.

Why was my order cancelled?

We reserve the right to terminate a transaction for any reason. We follow the Golden Rule of “Treating others the way you wish to be treated.” So please keep this in mind.

Shipping

How much do you charge for shipping?

All orders over $45 ship free within the Continental United States.

When will my order ship?

We do our best to ship out orders within 3-5 business days. Often sooner. Please keep in mind that we ship via USPS. You will receive an email as soon as your order is shipped.

Products

Why should I choose handmade soap?

Handmade soap is just better. Commercial soaps are generally made in giant batches (we’re talking like 10,000 bars at a time) with a combination of synthetic detergents, stabilizers, and hormone disrupting fragrances. Our soap is created in small, handmade batches using naturally derived ingredients.

Are your products vegan?

Our products are not exclusively vegan. Vegan products are marked as such. All our ingredients are listed on each product’s page so you can make sure it works for you.

Do you use lye in your soap?

Lye (Sodium Hydroxide) is needed to make any form of real soap. By the time the chemical reaction between the oils and the lye is complete, there is no lye remaining.

What can I do to make my soap last?

Store or keep your soap where there is excellent airflow so it can dry completely in between uses. If it stays constantly wet, it will turn into goop. Still useable goop, but not so great for those looking to avoid different textures. We also offer soap dishes (to help it drain) and natural Ramie soap sacks (to help keep it dry) while in use.

Have a specific question? Complete the form and we’ll get back to you as soon as possible.

Cruelty Free

Handmade in America

Non-Toxic

Plant-Based Goodness

Tested on Humans