Shipping, Store Policies, Stockist Inquiries, & FAQ


  • I ship via USPS and UPS within the continental U.S.A. only
  • Rate:  $6.95 (< 3 lbs) or $8.95 (>3 lbs)
  • You will receive an email with a tracking number when your package has been scanned-in by the shipping carrier. Save that email so you can track your package. You will receive a second email when your package has been delivered.
  • I do not enter or alter a delivery address, it must be entered by you at the point of sale. If a wrong address was entered and your package is returned, I will gladly re-send it to you but you will be responsible for the additional shipping cost. Once your package has been scanned-in by the carrier I have no control over how long the package will take to arrive. I am not responsible for delays, re-routes, or failed deliveries of a package because I have no control of the package once it leaves my building. I am not responsible for a lost or stolen package, so if you have concerns about your delivery location, contact me for a signature upon delivery request; there is an additional $3.25 fee for this service, which is the actual USPS charge.
  • Shipping charges are not refundable.

A Note About "Free Shipping":

I frequently see the words "free shipping", but as you know, nothing is really ever free. Cloud Nine Soap Co. does not offer "free shipping" because I do not cost-shift shipping charges into my product prices. I do, however, pick up a portion of the shipping on every order out the door. The average cost of shipping a package is $8.50-$16 per package, and I charge a flat fee of $6.95-$8.95. 

What is your returns & exchange policy?
Due to the personal use nature of my bath and body care products, I can not restock an item once it leaves my building, therefore, I can not accept returns or exchanges. I offer trial sizes of all of my products so you can try them and smell them before purchasing a full size.The ingredients are posted on every product listing, so if you have allergies, sensitivities, or a question, contact me before placing an order.

Open and inspect your box immediately when it arrives. Any damage must be reported within 2 business days. If an item arrives damaged: save the original packaging, snap a photo of the issue and email it to Damaged, defective, or incorrect products will be replaced at no cost to you.

Why does my soap look different than the last time I ordered it?
Because it's handmade, hand-poured, and hand-cut using all-natural ingredients which means that colors, patterns, and shape can and do vary from batch to batch. Rest assured I will never alter the forumula or scent blend in any way without stating this on the item description.

Climate Alert:

  • Soaps are not affected by temperature, but skin care products and candles should be kept at room temperature to avoid melting/freezing. Please take your climate conditions into consideration before ordering because although I securely seal and package your products, I can not be responsible for loss or damage due to conditions outside of my control such as outdoor temperature, delivery conditions, or delivery locations.

Shelf Life:

  • Soap does not have a shelf life, in fact, it gets better with age. To maximize the life of a bar, do keep soap bars on a well draining soap dish, up and away from standing water.
  • Use unopened lotion and body oil within one year of purchase.
  • Use opened lotion, oil, or deodorant within six months of opening.
  • Store your products in a cool, dry place and avoid exposure to direct sunlight.

Legal Disclaimer:

  • Regulations set forth by the FDA prohibit bath and body companies from making health related claims. My products are not intended to diagnose, treat, cure, or prevent any disease.
  • All of my products are for external use only.
  • Don't use a product if you have any known allergy or sensitivity to any of the ingredients listed. Discontinue product use if you experience any skin irritation.
  • Soy candles include a "Candle Care" postcard included with your purchase, please read before burning your candle and follow as directed.