Maui Tropical Soaps

Maui Tropical Soaps (Company) adheres to the policies, procedures, and guidelines herein to best serve its Customers. The following information and policies are subject to change. Policies in force will be those published on Company website at the time Customer places Purchase Order. Below are current Company policies.

General:

• Company is open Monday through Friday and closed for major national holidays.
• All photos, descriptions, and content presented by Company on its website and in other printed and/or electronic media represent Company’s reasonable best effort to provide accurate descriptions of its products and services. 
• Not all products and services may be available at all times.
• Company reserves the right to refuse any order for any reason.
• As merchandise is handmade there may be minor variations from product descriptions, as well as variations from batch to batch and order to order.

Shipping Policy:

• Most orders placed for items that are in stock will ship within one business day.
• Should Customer order items which are out of stock, Company will contact Customer with an estimated time that the item will become available. Customer may then choose to keep said items on Back Order or modify their Purchase Order.
• In Stock items ship as soon as possible and Back Ordered items will ship as soon as they are In Stock.
• Customers are responsible for shipping charges on Back Ordered items.
• All orders ship FOB Company warehouse in Colorado Springs.
• Saturday, Rush, and Special delivery options may be available. Please call 719-359-9662 to check non-standard delivery options.
• Shipping Transit Time is calculated in Business Days, and does not include Saturdays, Sundays, and/or Holidays for couriers.
• International shipments usually require duty and/or brokerage fees. Unless otherwise noted, Customer is responsible for all such fees.

Damaged/Lost/Delayed Shipments:

• All orders are FOB Company dock in Colorado Springs, Colorado.  Company is not responsible for items that may be damaged, or lost by Shipping Company (Carrier).
• Company insures all shipments with the respective Carrier.
• All products and packaging should be carefully inspected upon receipt.
• Any loss or damage MUST be brought to the Carrier's attention IMMEDIATELY.
• In the event of loss or damage, Customer must immediately alert the Carrier and Maui Tropical Soaps that a claim needs to be filed.
• Once a claim is approved by Carrier and Compensation is received by Company, Company will ship a replacement or issue a refund to Customer for said loss/damage.
• Once merchandise is received by Carrier, Company has no control over the timeliness of deliveries and is not responsible for delays caused by Carrier.
• In the event of Loss, Damage, or Delay beyond Guaranteed Delivery Time, Company will cooperate in the filing of claims with Carrier.

Return of Non-Defective Merchandise:

All Non-Defective merchandise (excluding Special Order Items) can be returned for full credit of said merchandise within 15 days of the delivery date and upon meeting the following criteria.

• Special Orders are excluded from policies covering Non-Defective Merchandise.
• Customer MUST obtain request a Return Merchandise Authorization (RMA) from Company within 15 Calendar Days of the Delivery Date of said merchandise.  
• Company will NOT authorize returns after said 15 day period.
• Returns will not be accepted without a valid RMA issued by Company.
• To get an RMA please contact our offices at 808-871-7667.
• Customer must pay for return shipping with full insurance.
• All returns must be confirmed in transit (post mark or BOL) within 5 business days of the issue date of the RMA.
• Returns not following these guidelines may be rejected by Company.
• Returned merchandise must arrive at Company in ‘As New’ condition and fully Merchantable.
• Due to sanitary requirements Company reserves the right to refuse refunds on merchandise that it believes, in its sole discretion, to be in less than new and perfect condition.
• Company may charge a 20% restocking fee.

Defective Merchandise:

• The Company warrants its merchandise to be free of defects and will replace any goods which prove to be defective or off spec within 30 Calendar Days of the Delivery Date.
• Company may choose at its sole discretion to exchanged defective merchandise with Non-Defective merchandise, or issue a Refund to Customer.
• Merchandise replaced will be at Company’s sole expense and will include the following:
• Replacement goods
• Cost of returning defective goods to Company
• Free shipping of replacement goods to Customer
• To return Defective merchandise Customer MUST obtain request a Return Merchandise Authorization (RMA) from Company within 30 Calendar Days of the Delivery Date of said merchandise. 
• Company will NOT authorize returns after said 30 day period.
• Returns will not be accepted without a valid RMA issued by Company.
• To get an RMA please contact Company at 808-871-7667.
• All returns must be confirmed in transit (post mark or BOL) within 5 business days of the issue date of the RMA.
• Returns not following these guidelines may be rejected by Company.
• If replacement merchandise is issued prior to Company receiving the returned merchandise, Customer agrees to pay for the replacement merchandise prior to shipment from Company. Upon Company’s receipt of returned merchandise a refund will be issued for any difference. If defective merchandise is not received by Company, Customer will be charged for the additional merchandise and no refund will be issued.
• Customer is responsible for the safe return of defective merchandise and for all associated shipping costs. If merchandise is deemed defective by Company the customer will be reimbursed for said shipping costs.
• Credits will be posted to the appropriate account within 7 Business Days of receipt of merchandise.
• Returns are to be sent to the following address and MUST include the RMA on the outside of the box and/or on the BOL.

Maui Tropical Soaps
Distribution Center
5050 List Drive, Unit F
Colorado Springs, CO 80919
USA