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COMPANY POLICIES WE HAVE NO MINIMUM ORDERS! ORDERING: Orders may be placed by phone during business hours (please do not leave orders on the voice mail system), or 24 hours a day through our secure online shopping cart, fax or mail. If sending payment with order, please call ahead for your total with shipping. If you need an order rushed out the same day, you must call in the order by noon Central time to guarantee it! We cannot guarantee online orders to go out the same day in every case. A $3.00 rush fee will be added to your order. When ordering, please have your order ready, and make sure it is complete. Since orders are processed immediately, once your order is placed it cannot be changed! Any additions will be treated as a new order and will be shipped separately. Make sure to relate any special shipping instructions at time of order. Credit card orders ship out as soon as they are processed. Paypal orders must wait for a payment request e-mail, and once the request is approved they are shipped. Payment by mail orders ship once we receive payment. Hold for payment orders must be paid with a Money Order or Certified Cashier's Check. Once order is placed we will process and give total with shipping. The order will be packed and held until payment arrives. We can only hold packages for 2 weeks, at which time they will be unpacked and returned to stock. Unclaimed orders will be billed a 15% restocking fee. We are not responsible for any delays due to credit card declines, check declines, or Paypal approvals. SHIPPING: We ship via UPS on all packages in the continental United States. For orders to Hawaii, Alaska, Canada and overseas, we offer shipping via the U.S. Post Office. There are no hidden "handling" fees - we simply pass on the shipping fees which we are charged. UPS charges a higher rate to deliver to a residential address as opposed to a commercial address. If you indicate to us that your shipping address is commercial, but UPS later indicates to us that it is residential, we will bill you for the difference in shipping costs as determined by UPS, as well as a $5.00 service charge. If you disagree with UPS' determination that your address is residential, you will need to contact UPS at 1-800-742-5877. Most home-based businesses do not qualify as commercial addresses per UPS. We do not ship COD.PAYMENT: We accept all major credit cards, Checks by Net and PayPal. See our Ordering & Shipping page for information on PayPal. We no longer accept regular checks, all checks will be processed through Cross Check online. RETURNED CHECKS: Any check that is returned for any reason will incur a $25.00 returned check fee, plus applicable sales tax. Returned checks which remain unpaid will be turned over to the appropriate authorities. TEXAS RESIDENTS: If you do not have a Texas Sales Tax Certificate, you will be charged tax in the amount of 8.25%. If your shipping address is in Texas, the shopping cart will automatically add sales tax at the rate of 8.25%. If you have a Texas Sales & Use Tax Permit, please indicate that in the "Comments" section of the checkout form. We will then either fax or mail you a Texas Resale Certificate which must be completed and returned to us so that the sales tax can be deleted from your order. RETURNS: To protect the integrity of our products, we do not accept returns. Sample sizes are available on most of our products. We recommend testing sample sizes of fragrance oils and bath & body bases before purchasing larger quantities. AVAILABILITY/STOCK/BACKORDERS: We make every attempt to keep all products in stock, but we can not guarantee their availability. Out of stock items will not be back ordered. If any items are out of stock, we will attempt to contact you by e-mail or phone for instructions. At that time you will be given options of choosing alternate items or canceling those items. If we cannot contact you before the end of the next business day, your order will be shipped without those items and you will need to re-order them at a later date. We will be happy to add you to a waiting list and notify you when those items come in so you can re-order. We cannot be held responsible for any situation that may arise due to an item being out of stock. Items that need to be special ordered, such as bulk fragrances, etc. may require a deposit and cannot be cancelled. Please allow ample time for special orders to arrive. CUSTOMER SATISFACTION: Customer satisfaction is our number one priority! If you are not satisfied with a product you purchase from us, please contact us and we will do whatever we can to try and make it right! PICK UP ORDERS: If you live in the Houston area and want to come by the shop to pick up your order, you are welcome to do so; however, pick-up orders must be placed 24 hours in advance. Sorry, we cannot take walk-in orders! Pick up hours are: 10am - 12pm & 1pm - 4pm We cannot allow last minute additions or subtractions to pick up orders! You must have your order complete when you place it ahead of time, and once we have the order packed and processed, changes will not be allowed. Any additions must be treated as a new order and will be filled in fair order. Any orders that are not picked up within 2 weeks or being placed will be unpacked and put back into stock, and a 15% re-stocking fee will be assessed. RUSH ORDERS: All rush orders (whether ship or pick-up) will be assessed a $3.00 rush fee. During our busy holiday season, the rush fee is $5.00. BUSY SEASON: Our busy season usually runs from August through December. During this time, orders may take longer to process and ship, sometimes anywhere from 1 to 4 business days. We cannot hold orders for out of stock items during busy season. Rush orders must be called in by phone before noon Central time in order to be shipped the same day, and they will be assessed a $5.00 rush fee during busy season. Special order bulk fragrances may take 3 weeks to arrive in our warehouse during this time, so please place your special orders plenty in advance! Large orders may require a deposit, and cannot be cancelled. DAMAGED SHIPMENTS: All packages leave our facility well-packaged, in good shape. If you receive a package that has damage to it, you must report it to UPS for a refund. We cannot refund any monies for damaged shipments. You can contact UPS at 1-800-742-5877 or you can e-mail UPS at customer.service@ups.com. ON-LINE SHOPPING CART: Our on-line shopping cart does not reflect quantity discounts, but these discounts will be reflected on your invoice which will be included with your order. Also, the shipping charges shown in your shopping cart are estimates only. The correct shipping charges will be reflected on your invoice. WARRANTIES: Bitter Creek South Candle & Soap Supply, Inc. makes no warranties, expressed or implied, as to the suitability of any certain product for use in secondary products or the actual results of its use in any such products. BCS expressly disclaims any and all liability resulting from the use of these product in any secondary products produced thereby. We have not tested every possible combination or formulation that can be made with the huge variety of products we carry. Nor can we test each new batch or lot that comes in. Although the products are usually consistent in quality, it is common in our industry for occasional variances to occur in products such as waxes and fragrances, therefore slight adjustments to your formulas or methods may be needed at times. Any instructions, directions or tips given on this site are strictly for informational purposes and are only helpful guidelines to be used as a starting point. This information is provided without warranty of any kind or fitness for a particular use or purpose. Customers are encouraged to experiment and conduct their own tests, as they are responsible and liable for any products they manufacture. Read all labels, spec sheets and MSDS Sheets.
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