FAQ'S

Products:

• Do you use Hemp Oil in your products?

Yes! A large portion of our products contain Hemp Oil. Hemp oil is perfect for most skin types as it can moisturize without clogging your pores. It can even help to balance out oily skin, hydrating it and regulating the skin's oil production. Dryness can also cause your skin to overproduce oil, which in turn, can stimulate acne.

• Are your products safe for kids?

Absolutely! All of our products are safe for kids for their intended use. We do not recommend using our products with infants 3 months and under. 

• Are your products gluten/dairy/nut free?

Majority of our products don’t contain any gluten, dairy or nuts, however we do make and store all of our products within the same facility. For those with extreme allergies, we do our best to prevent cross contamination but there's always a risk. Transparency is important to us, and you can find a list of the ingredients for every product on its packaging (if applicable). Check the individual product's ingredients list before use and use with caution.

• Why is my product a different colour or slightly different shape than the picture?

All of our products are handmade which may cause them to not come out the exact same every time. We pride ourselves on the slight difference between each batch as this shows our beautiful products are not made by a machine but instead they are handmade with love.

• Why isn’t my container filled all the way?

Our products are filled and measured by weight. So even if your container isn’t filled all the way you will still have the advertised quantity.

• There’s a hole in my bath bombs wrapper, how does this affect it?

It doesn’t! Bath bombs are not heavily affected by air and can be stored unwrapped. We shrink wrap our bath bombs to minimize damage in transport, Not to keep them “fresh”. 

• How should I store my products?

We recommend keeping your products in a dry, cool place away from direct sunlight and excess heat. 

 

Orders:

• Can I pick up my order?

Yes you can! We offer local pick up in Kingston and Peterborough, Ontario.

• How will I know when my pick up order is ready?

You will receive an email at the email address you provided during check out as soon as your order is ready for pick up.

• How long do I have to pick up my order?

You have 30 days after your order has been marked as ready for pick up. If your order has not been picked up by then your order will be cancelled.

• Can someone else pick up my order?

Absolutely! Just please let us know before hand through email. 

• Why was my order cancelled?

Your order may have been cancelled because it was never picked up or a payment was never received. If you think there may have been a miscommunication please reach out to us so we can solve it asap.

• What if the product I ordered is on back order?

We will do everything possible to make sure no products go on back order but we can not guarantee a delayed shipment or other problems with our ingredients suppliers. If this does happen we will make a note on your packing slip and send out your back ordered product as soon as possible.

• Why is part of my large order missing?

Large orders are typically sent in multiple packages. You may have even received 2 tracking numbers. If you do not believe this to be the case please send us an email so we can get everything sorted out for you.

• What if my order is damaged?

We will never send out a damaged product and we take precautions when packing your order to prevent damages from occurring during shipment but sometimes it can still happen. This is why we are offering a “shipping insurance” that can be purchased with your order. If you have purchased this, please send us a picture of your damaged item and we will get you a replacement or credit asap. 

• What if something is missing from my order?

We have a 2-person system set in place for checking orders before they go out. That is why you will see 2 different checks per item and 2 signatures on your packing slip. If an item has only been checked once or not at all and it missing from your order please send us a picture of your packing slip and we will send out a replacement or credit asap.

• Can I change or cancel my order?

We do not normally accept order cancellations or changes once an order has been processed.

• Can I return my order?

Due to the nature of our products we do not accept returns.

 

Shipping:

• When will my order be shipped?

Castaways strives to ship out your packages as soon as possible, However we do prioritize quality over speed, so please allow 3-5 business days as our small Castaways team prepares your order, and all of our products are hand made. (This turnaround time is just an estimate and is subject to change as we adjust to opening our business)

• Can I change my shipping address?

Send us an email immediately and we will do everything we can to adjust your shipping address as long as your order has not shipped yet.

• I made a mistake on my shipping address, what can I do?

Send us an email immediately and we will do everything we can to adjust your shipping address as long as your order has not shipped yet. If your package has already been shipped you will be responsible for the shipping costs to reship your order.

 

Payment:

• Can I change my payment method?

No. Unfortunately payment methods can not be changed after the order has been placed.

• Why is my credit card being declined?

The billing address and phone number provided has to match the ones currently on file with your bank. If you believe there’s an error, we recommend getting in contact with your band or rechecking the information entered in the required fields.

• Can I use more than one payment method?

Other than the addition of gift cards you may only use 1 payment method per order.

• What type of payments do you accept?

We accept all major credit cards or E-Transfers.

• Do you accept E-Transfers?

Yes we do! Your payment must be sent immediately after placing your order. If your payment isn’t received within 24 hours of placing your order it will be cancelled.

 

 

Website:

• Who do I contact if I am having difficulty with the website?

Please send us an email at castawaysbathproducts.kingston@gmail.com and we will do our best to help you.

 

Gift Cards:

• Do you have gift cards?

Yes we do! You can find them under the tab “Gift Cards”.

• When will I receive my gift card?

Your gift card will be sent to the email you provided usually within 1 hour. Please be sure to check your junk folder.

• Can I use more than one gift card?

Yes, you can use multiple gift cards to pay for an order.