The below are in place are to protect my business, staff and the well-being of my company. I am not a large corporation with billions, not even thousands, to throw around to cover bogus charges or abuse of financial systems. Insurance does not cover everything, any loss of product or profit directly affects myself, my life and ultimately the survival of this company. So I ask that if you have any issues with your purchase to reach out to us within 15 days directly so we can sort it out. We want happy customers and a thriving business, and while we don’t always adhere to the “customer is always right” we always want our customers to be happy with us, but most importantly happy with their purchase.
Thank you so much for all your support and understanding so far. Please take the time read the below details regarding our returns and exchange policies. Please contact us using the form on this page if you have any questions!
Customers have 15 days from date of delivery to report any issues!
Do you accept returns or exchanges?
We are not able to accept returns or exchanges on soap and bath products due to them being personal in nature. Once they leave our shop we cannot guarantee their quality, even if you have never used or opened the product. We are not able to resell any of these products. If you happen to not like a product we do apologize, but maybe you can gift it to another. Soaps have a long shelf life! We try accurately describe our scents but we understand everyone pallet is different and scents can smell differently on other people. We also would suggest to buy smaller options of a product or if there are sample packages available.
If you have a problem with your order or you are not satisfied please always reach out to us directly to discuss any issues. We will always try to work with you to make things right within our ability! We always approach these requests on a case by case basis.
What if you sent me the wrong product?
If we have sent you the wrong product we do apologize, please reach out to us with your order information and a photo of the package and product we sent you. We will then send you the correct product as soon as possible. You do not have to send us back the wrong products you received.
Damaged or Missing Orders
If you receive your order damaged we would advise to reach out to carrier regarding this. Please also reach out to us with photos of the package as soon as you receive it to see how. If your order is missing and is listed as delivered we would advise to double check your address, check any communal areas where packages may be delivered as well as with neighbors. You may also need to check with the carrier or post office regarding a missing or held package. If your order is in transit and you would like the status, please use your tracking number and contact the carrier. We are not responsible for incorrect addresses since we take all information from what you enter. If you notice you input wrong information please contact us immediately to correct this. As always, if you have questions about a purchase, please contact us.
Products don’t look like they do in the pictures.
Our hand-made products may vary in size, shape, color, or packaging. You'll always receive the listed quantity or slightly more. Variations may occur due to screen settings or other factors. We appreciate your patience as we refine our packaging and labels. Changes to our formulas or molds may also affect the products. We will share new photos and updates on our blog and product listings.
Returned Packages
If we get a package returned we will try to reach out to you to get the correct addresses to resend the package. Customer maybe responsible for additional shipping charges. Please double check your addresses! If the order is not claimed or corrected in 30 days from when we receive it back it will be destroyed.
Fraudulent Charges
If you believe your you have had fraudulent charges on your payment method we advise you to contact your financial institution immediately. If you are curious/forgot about a charge please contact us as this could be a legitimate charge made by you and we will try to confirm this for you with our records before requesting a chargeback from your bank. Sometimes we do pre-orders and customer forget that they have ordered the item.
Please note that if our system flags a payment or other information as fraudulent we will cancel the order immediately.
Accidental Purchases
Accidental purchases are NOT the same thing as Fraudulent Charges. Anything from “my child did it” or “I didn’t mean to hit purchase” are usually some of the causes of this. The good news is if you catch this immediately you can email us and let us know that it was an accident and as long as it has not shipped or we still physically have the shipment we will cancel and refund the order. If you have already received the order then we will not be able to refund the purchase. Please still reach out if you have questions.
Order Cancelations/Holds
If our system flags your order as fraudulent we will immediately cancel the order. You may need to use a different payment method. We will put any orders over 100$ on a 24-48 hour hold. This includes multiple smaller orders that may be from the same user information. Please be sure to check your email since we will try to contact you regarding this order as your approval maybe required for significant purchases. We will want to make sure that all your addresses and names are correct etc. We reserve the right to cancel any orders that are flagged or suspicious as well as reserve the right to not do business with anyone.
Chargebacks
We ask that our customer refrain from requesting chargebacks if they are not satisfied with their purchase or our return policies. All this information is clearly listed on our site. Please reach out to us first so we can try to make things right for you. If you do not recall making this purchase, please reach out to us so we can provide you records of this purchase. Chargebacks are a lengthily process, especially if the merchant will fight the charge back and can provide records to your institution. We will fight any chargebacks we think are illegitimate or abusing the system.
Chargeback abuse, also known as “first-party fraud” or “friendly fraud”, is where the authorized account holder (the customer) misrepresents the situation to initiate the chargeback. This is also not a fraudulent charge as the customer is intentionally disputing the charge while claiming it was unauthorized or the product/service is not as described to get a refund while also keeping the products. This happens often to smaller companies, especially in ecommerce. It is fraud, it is theft and it just isn’t cool. Significant abuse of chargebacks can result in having a civil suit brought against you by the company or your financial institution and more!
If we feel your charge back was illegitimate we will report you to your financial institution, and flag it in our system which could potentially prevent you from shopping with other stores that use our platform or common check out methods such as PayPal, Stripe etc. We will ban/delete your account on our website and flag your information in our system.
We clearly state all of our policies on our website and before you make the purchase (which you have to agree to before you purchase) that be can be verified by our provider. We absolutely are willing to answer any questions you have before you purchase so do not hesitate to reach out to us instead of receiving a product and not liking it and attempting to charge back the purchase.
FDA Disclaimer
FDA regulations prohibit bath and body companies from making health-related claims about beauty products. We are not healthcare professionals and do not claim that the use of our products will have any effect on pre-existing health conditions. Any information listed on our products are referring to the known benefits of these ingredients.
No-Liability Disclaimer/No-Responsibility Disclaimer
We always suggest to do a small patch test with our of our products to make sure you do not have any reactions. Please make sure you are checking our ingredients thoroughly and contact us if you have any questions. If you have have an adverse reaction stop using the product immediately and contact your physical.
By using any products on our website, you acknowledge that Sleepy Tomb is not liable for any allergic reactions, skin irritations, or other adverse incidents resulting from its use. All of our products are suited for cosmetic and skin us and we adhere to usage percentages very carefully. Please review the ingredient list carefully and consult with a healthcare professional if you have any concerns.