Shipping policy

Warmest greetings and a big thank you for choosing Voyageur Soap and Candle! We're thrilled to embark on this journey with you. Your satisfaction and a seamless shipping experience are at the heart of why we do what we do. Below, you'll find a little guide to our shipping policy, crafted just for you.

Order Processing

Our team works diligently to get your orders ready and out the door within 3-5 business days. There are times, especially during the holiday rush or peak seasons, when it might take a bit longer. We appreciate your patience during these times. Remember, the journey from our door to yours varies depending on where you are and the carrier.

Voyageur Assurance

We've got your package covered with our Voyageur Assurance program. Should your order arrive with a frown (damaged, missing, or otherwise not perfect), please let our customer service ambassadors know ASAP with your order number and any media you have to support your claim.

Contact Customer Service

We're here to turn that frown upside down, whether it means adding missing items to your next order or sending out a new package. Just show us what went wrong, and we'll spring into action.

Beyond Borders - International Shipping

Venturing outside Canada, including our friends in the U.S.? Here's what you need to know:

  • Taxes, Duties, and Tariffs: These pesky extras aren't included in your order since they vary by country. It'll be up to you to take care of any charges that your country decides to apply. We won't refund orders that have been refused due to unpaid duties, taxes, or tariffs.
  • At the moment, we only ship to Canada & USA. Expanding our shipping destinations is at the top of our priority list. Please be patient as we navigate the quagmire that is shipping cosmetic ingredients across the globe.
  • Got questions or need a hand with international orders? Our customer service team is just a message away and always ready to help.

How Much? - Shipping Costs

The cost of getting your order to you depends on a few things: how far it has to travel, and how big and heavy it is. You'll see the exact cost when you check out.

Sending Your Own Courier (SOC) - Your Shipping Adventure

For those who prefer to take the reins of their shipping journey, our "Send Own Courier" option is for you! Choosing SOC means you'll be arranging and covering the cost of shipping your order yourself. We'll lovingly pack your items and get them ready for their adventure with your chosen courier.

Here’s your guide if you choose the SOC path:

  1. Place Your Order: Simply select the "Send Own Courier" option during checkout and complete your payment for the wonderful products you've chosen.
  2. We Pack with Care: Our team will pick and pack your order the same way we would if we organized shipping. However, once the courier has picked your order up, any claims and insurance will be between you and your courier. We are not involved beyond packing!
  3. We'll Share the Details: Once your package is ready to go, we'll send you an email with the final dimensions and weight of your shipment. This is super important!
  4. Your Turn to Shine: This is where you step in! Using the dimensions and weight we provide, you will:
    • Book Your Courier: Arrange and pay for your shipping directly with the courier service you prefer.
    • Send Us the Label: Email the shipping label provided by your courier to sales@voyageursoapandcandle.com. We need this to send your package on its way!
    • Coordinate Pickup: Arrange for your courier to collect the package from our location: #110-19505 56th Avenue, Surrey, BC V3S 6K3.

Please Keep in Mind for SOC:

  • Wait for Dimensions: It's crucial to wait for our email with the final dimensions and weight before you book your courier. This helps avoid any unexpected issues or extra costs from your courier if the size or weight is different than you estimated.
  • Shipping is Your Adventure: When you choose SOC, you are the captain of the voyage. This means you are responsible for the shipping costs, insurance, claims, transit time, and handling any issues that might pop up during transit once the package leaves our care.
  • We're Here to Prepare, Not Ship: Our role is to expertly pack your order and provide the necessary information for your courier. We do not handle the shipping booking, payment to the courier, tracking, or claims once it's collected.

By selecting the "Send Own Courier" option, you're confirming that you understand and are happy with these steps and responsibilities.