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Terms and Conditions
Hello, and welcome to One Hand Washes The Other! Below you will find the Terms and Conditions which you agree to by using and/or purchasing from the site.
Processing/Shipping times/rates- Here at OHWTO we know how important it is that you receive your order in a timely manner. For this reason our current turnaround time will always be stated on the home page. Turnaround time (TAT) is the timeframe which starts the day after your order is placed, and counts down until it is packed and shipped.
*TAT does not include weekends and holidays- basically any day the USPS is closed, so am I. I count Saturday in there too because it's not often I get out of the house before noon on the weekends.
*TAT does not include times in transit- once the order leaves my hands, it's up to the USPS to get it the rest of the way and transit time may vary.
All orders are processed in the order received, whenever possible depending on products in stock. Shipping rates include the cost of postage and packaging, which includes the cost of mailers, boxes, bubble wrap, and the like. I don't build the cost of shipping into my items, as that would be unfair to International customers who must pay import taxes on the dollar value of any package they have imported into their country; this also provides all customers with the best possible pricing per item. Refunds for shipping overages will be issued when the amount charged greatly exceeds the actual cost of shipping; each transaction will be considered on an individual basis, but I am not in the business of refunding $.50 here and $1 there. Amazon doesn't do it, Sephora doesn't do it, and neither do I, there simply isn't enough time in the day for that, sorry!
Combined Shipping: On occasion, you may place an order, and then shortly afterward decide you want to add to it, or realize you forgot to order something- it happens to all of us! The best thing to do is email me at OHWTOCS@gmail.com and let me know what you'd like to add to your order- I will either issue you a coupon code for free shipping so you can add a few lightweight items to your order, or I will invoice you through Paypal for the balance, if the combined order shipping charge is going to go up. If you choose to place multiple orders, but do not contact me about them as outlined above in order to save money on shipping, I reserve the right to combine the orders- or not- and may substitute an extra product in lieu of issuing a shipping refund if the difference is substantial enough to warrant it (shipping refunds are a pain!).
Return Policy- Unfortunately, I cannot accept returns on products, for hygienic reasons. Most items do have sample sizes available, so you can try many items and scents without losing a whole lot of money if something doesn't agree with your chemistry. Order Issues/Error-I want you to be happy with your products. If for any reason there arises an issue with the product you receive (broken during transit/wrong or missing product) please contact me immediately at OHWTOCS@gmail.com and I will work to assist you in any way that I can. I will always replace/correct any errors at no cost to you. Please note that any issues will be handled on a case by case basis and may require a picture of the issue for verification. If you do not hear back from me within 4 business days on an email regarding an order issue, please re-send it- it's possible it was missed, and I don't want to leave you hanging! Lost/Missing Packages- US packages: If your order is lost in transit we will track the package and do our best to determine what has happened. If you purchased insurance we will cooperate with USPS in their investigation and follow their refund policy, if applicable. If you receive damaged items in an insured package please do not discard them. USPS will need any damaged items for inspection in order to qualify for a refund. You may request package insurance in the notes with your order. If you request insurance or any other special shipping you will be invoiced for those services prior to processing. For uninsured packages generally we will replace the items at no cost to you, however this will be determined on a case by case basis and we reserve the right to refuse replacement. International packages- Your package will receive a customs form number. Please note that this number is not always able to be tracked once it has left the US due to USPS limitations- I have been informed that International packages are now trackable using this information!! You may request "Signature upon receipt" in the notes with your order. If you request any special shipping you will be invoiced for the cost of those special services prior to processing. All international orders will be marked as "goods/other" on the customs forms and actual value will be declared- to do otherwise would be to commit fraud. Please do not ask or expect me to mark your parcels as "gifts", I can't and won't do it. For lost/missing international packages, generally we will replace the items at no cost to you, however this will be determined on a case by case basis and we reserve the right to refuse replacement. Order Cancellation- We reserve the right to cancel any order in whole or in part at our discretion. If for any reason you need to cancel your order within the first 24 hours please contact OHWTOCS@gmail.com and provide as much detail as possible about your order (transaction /order #) to aid in our locating it as quickly as possible. Please use the subject line: Order Cancellation and we will cancel your order, no questions asked. Order Cancellations within 24 hours will be subject to a $1 "convenience fee"; I apologize for this, but Paypal charges me for every transaction whether it is cancelled it or not, and it's unfair for me to have to carry that charge when someone decides they're cancelling their order. Requests for order cancellation after 24 hours will be considered on a case-by-case basis, and may be subject to a 50% restocking fee.
Email- I want to be here for you for any issues, questions, or kudos you may want to send my way. Please direct any NON-ORDER RELATED communication to OHWTOFTW@gmail.com. Due to the volume of mail received at this email address, please be advised it may take up to 48 hours for a reply. It may be a day or two longer over weekends or holidays. Requests for free samples for review will be deleted and will not receive a reply. Free Samples- At this time we only offer free samples in our paid orders. This is solely at our discretion and subject to change without notice. Requests for free samples without an accompanying order will be deleted and will not receive a reply. We apologize for any inconvenience this may cause.
Large Orders- If you are a first time or new customer and place a very large order we may require further verification to process your order. This is for your protection as well as ours. We reserve the right to limit quantities on all orders. You will be notified of any changes or cancellation in regards to your order. Large orders will have added processing time of 5-10 days.
Custom Orders- I want to create something just for you! Please feel free to email me at OHWTOFTW@gmail.com to discuss any custom products you may have in mind. Wedding favors, goodie bag gifts, private label products, the possibilities are endless! Please be aware Custom Orders will require added processing time and depending on the scope of work, a prepayment of 50% before work begins.
Privacy Policy- Your trust is important to me. OHWTO has never and will never sell, trade, or rent to outside parties your personally identifying information. All information collected on this site is for the express purpose of processing your order. I may release your personal information in certain extreme circumstances, such as: to comply with the law/law enforcement or in order to protect ours or others' rights, property, or safety. Additionally, OHWTO will NEVER see your payment information- all financial transactions are handled externally via Paypal and any information exchanged is kept private between you and Paypal.com- the only things we know about your payment are: the fact that payment was sent, the address Paypal recommends your package be sent to, and which email address was used to send it. Things such as bank account numbers, credit card information, etc., are never input on the OHWTO.com site.
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