Frequently Asked Questions
What is your Order Processing time?
Every effort is made to process, prepare and package all orders for shipping within 1-2 business days. Orders submitted before 12:00 EDT, M-F, are usually packaged and shipped the same day. Some items are made fresh upon order and may take 1-2 days before they can be prepared for shipping.
What are your Shipping & Delivery Methods?
The goal is to make shipping as fast and economical as possible. This includes eliminating or changing some product packaging to more lightweight material, i.e. Bath Soaks are now packaged in zipper-lock, food grade, stand-up pouches; candles are now in lightweight tins. The bulk of our shipping is with USPS, for a number of reasons: (1)they offer the best rates, (2)they deliver to every address in the US, and (3)they acknowledge Climate Change and have committed to implementation of business practices that reduce negative environmental impacts. DIAMOND BIRD LOVES EVERY ONE OF THESE REASONS! Some orders will occasionally ship with UPS for bulk/wholesale items.
-International Shipping:
Currently we ship within the US, its territories, APO/FPO Military base AND now Canada! We are exploring the possibilities for more international shipping in the future.
-Shipping Methods:
$8 Flat Rate Shipping fee includes:
- USPS Priority (1-3 Business Day delivery)
- USPS Ground (2-8 Business Day delivery)
- USPS First Class Parcel (1-3 Business Day delivery)
USPS Priority Mail Express (Overnight/Next Day delivery) - order must be placed by 12pm MST, Monday-Saturday, excluding holidays or days we are closed for business.
USPS First Class Package International Service to Canada only. Packages restricted to 4lbs or less. Canada Post will collect assessed duties, excise taxes, and handling fees from the addressee (you).
-Free Shipping:
Orders $60 or more receive Free USPS Standard Shipping or UPS Ground. We will offer Free Shipping promotions on all orders several times per year. Available for shipping within the US, its territories and APO/FPO Military bases.
-Ship it "Naked":
We also offer an economical and environmentally friendly packaging and shipping method on our handcrafted soaps. Upon request, on soap orders of $15-$40, we will remove the packaging and ship the soap to you "naked". As a bonus, your wise choice will be rewarded with a $2 discount on your soap order. Enter code NAKED2 at checkout to take advantage of this wallet and earth-loving option.
What are your return, refund & cancellation policies?
Returns: **All Sales Final for Closeout**
Due to the personal care nature of our handcrafted products, we cannot accept returns of opened or used items. Unopened and unused items can be returned to the Diamond Bird address on your invoice. Shipping cost will be the customer's responsibility. Customer must also email notification and tracking number of the pending return to info@diamondbirdsoaps.com
Refunds: **All Sales Final for Closeout**
Refunds are granted under the following conditions only:
- Upon receipt, inspection, and acceptance of unopened and unused return items, where notification and tracking number were submitted to info@diamondbirdsoaps.com we will notify the customer of plans for refund and amount.
Cancellations:
Customer must request cancellation by sending an email to info@diamondbirdsoaps.com. Request must be received before "Notification of Shipment" is sent to customer.
If we make an error in filling your order, please contact us. We will make the correction and ship the product to you as soon as possible.
Why is my soap turning brown?
Some of the natural ingredients and phthalate-free fragrances used in soap making contain vanillin, a component of vanilla. The chemical reactions with vanillin during the saponification process (where oils and lye combine to become soap) will cause the resulting soap to have varying shades of tan and chocolate brown over time. This is natural and the soap is safe for use. Your soap lather may appear tan or light brown; however, it will rinse off clear. **May temporarily discolor light colored wash towels.
Can I request a special/custom order?
Yes, within limits. Contact Diamond Bird Customer Service via email at info@diamondbirdsoaps.com or telephone (301) 388-8868, with details and we will work with you to craft your order.
Is Diamond Bird involved in the community?
Yes. In addition to volunteering in the community, a portion of Diamond Bird sales goes toward soap and hygiene donations to assist community members in need.