Frequently Asked Questions

Ordering & Processing

How long does it take to process my order?
All items are handmade in small batches. Orders typically ship within 5–7 business days.

Can I change or cancel my order?
If your order hasn’t shipped yet, email me at sarah@thesoakshack.com and I’ll do my best to help.

Shipping

Do you include tracking?
Yes! All orders come with tracking. Once your package ships, you’ll receive an email with your tracking number so you can follow it all the way to your doorstep.

How long does shipping take?
All products are handmade in small batches. Orders usually ship within 5–7 business days, and delivery takes another 2–5 days depending on your location.

Who do you ship with?
I use USPS and UPS, whichever gives the best rate for your order.

Do you ship outside the U.S.?
Not right now — U.S. shipping only.

Refunds & Returns

Do you accept returns?
Because bath and body products are personal-use items, I’m unable to accept returns.
However — if something arrives damaged or isn’t right, please reach out and I’ll make it right.

My order arrived damaged. What do I do?
Send a photo and your order number to sarah@thesoakshack.com, and I’ll take care of it right away.

Product Questions

What is a Skin Stick?
A solid lotion stick made with nourishing oils, butters, and beeswax. It glides on smoothly and is perfect for dry hands, elbows, heels, and everyday use.

Will your products stain my tub?
Nope! I use cosmetic-grade mica that washes away easily and won’t leave behind color or residue.

Are your products safe for sensitive skin?
Many of them are gentle, but always check the ingredient list. If you have allergies, feel free to message me with questions before ordering.

How long do your products last?
Most products stay fresh for 12–18 months when stored properly.

Care Instructions

How should I store my products?
Keep them in a cool, dry place, away from heat and direct sunlight to maintain freshness and texture.

My scrub feels a little oily or separated. Is that normal?
Yes! Natural oils may shift over time. Just give it a quick stir and it’s good as new.

My Skin Stick feels softer in the summer—why?
Heat can soften beeswax-based products. Store them in a cooler spot to keep them firm.

Gift Sets

Do you offer gift sets?
Yes! I offer curated gift sets and seasonal boxes. You can also message me to create a custom set with your favorite scents.

Can I include a gift note?
Absolutely! Just add your note at checkout or send me a message after ordering.

Event Info

Where can I shop in person?
You’ll find The Soak Shack at local vendor events throughout the year — including Christmas Through Lowell. I’ll share all upcoming events on Facebook and Instagram.