Frequently Asked Questions

 

CONTACT

How do I contact Rocky Customer Experience for help?

You can reach us via email, live chat or phone! You can find all of our contact details here.

Do you have any stores in my area?

You can find a full list of our Rocky store locations, plus our retail partners, on our store locator page here.

 

PRODUCTS

Can I get advice on which products are right for me?
Yes, of course! We’re very happy to answer your questions, offer advice or even tailor a custom skincare routine for you. You can find all of our contact details here.

Do you use ingredients containing gluten?
Some of our products contain wheat germ or oats. You can view a full list of these products on our Allergies FAQ page. Please note that we are not a gluten-free facility.

Are your haircare products safe for colour-treated hair?
Yes! All of our shampoos and conditioners are safe for colour-treated hair. You can view our Haircare FAQ here.

Are your products safe to use while pregnant or breastfeeding?
Although most of our products are made using a low concentration of essential oils, we still err on the side of caution as skin sensitivities can change during a pregnancy. Be aware of your body’s reactions and always patch test new products before full body application. Most wash-off products (such as soap) and products in our Scent-Free Collection are generally regarded as safe to use, however we always recommend consulting a health professional for advice.

Do you use GMO ingredients?
As part of our commitment to our Green List, all of our products are GMO-free. You can also view our Red List of ingredients that we will never use.

Do you test on animals?
Absolutely not! We have never, and will never, test on animals.

Are all of your products vegan?
The majority of our products are free of animal or animal-derived products, however some contain goat’s milk, honey or beeswax. Look for the ‘vegan’ symbol displayed on product descriptions and packaging.

Are your products biodegradable and safe to use in natural waterways or septic tanks?
Yes, all of our products are biodegradable and will not harm natural habitats or aquatic life.

What are your expiry dates?
All of our products are formulated to have a minimum shelf life of two years, unopened. Expiry dates are based on products being stored in a cool, dry place.

Many of our products will also have a specified PAO (the little open jar symbol on the label) which tells you how long it is expected to last after opening. Most of our products are good for 12 months after opening.
Please note that as our products do not contain chemical preservatives, heat, direct sunlight and humidity may impact the product’s shelf life. Please feel free to contact us if you have any concerns.

Do you offer wholesale or am I able to order products to use at my business?
Our management team has made the decision to discontinue all new vendor activities for the time being. If you are interested in featuring our products in your business, please reach out to wholesale@rockymountainsoap.com to learn more about the Sinkside & Amenities program. 

 

ORDERS AND BILLING

Can I change an order after it’s been placed?
As soon as you place your order we get working on it right away. This means we are unable to make any changes or modifications to an order after it has been placed and confirmed. Please feel free to contact us with any questions you might have and we will do our best to help.

What methods of payment do you accept?
We accept all major credit cards including MasterCard, Visa and American Express. We also offer payment through PayPal, ApplePay, GPay and ShopPay.

What currency will I be charged in?
You will be charged in Canadian dollars (as we are based in Canada), however your local currency exchange rate will be applied by your credit card company when the payment is processed.

Can I send my order as a gift?
Yes! For a small fee we will be happy to pack your entire order in a gift box made with FSC-approved paper, complete with tissue and ribbon (during holiday periods only). Otherwise, we can also include a short, handwritten gift note to your order. Look out for the applicable checkboxes when placing your order.

Do you sell gift cards?
Yes we do! You can find all of our Gift Card options here. The gift card will be emailed to you after purchase and is then available to print, forward or schedule as a gift. Gift cards are redeemable at all of our Rocky retail stores and our online store.

 

SHIPPING AND DELIVERY

Do you offer free shipping on orders?
Yes, we offer free shipping on orders to Canada or the US over $50 CAD (or $50 USD). You can view our shipping information here.

Do you deliver outside of Canada?
Yes, we deliver worldwide from our workshop in Alberta, Canada. You can view our shipping information here.

How can I track my order?
Once your order has been shipped from our workshop in Canmore you will receive an email with your parcel’s tracking information. Please note that orders outside of North America will only be tracked if you select a ‘tracked’ shipping method.

The tracking information says my parcel has been delivered but it hasn’t arrived.
Please allow an additional 48 hours after your delivery notification as there can occasionally be courier delays. If your parcel still hasn’t arrived after 48 hours, please contact us and we’ll be happy to assist you.

My parcel arrived damaged.
We’re sorry to hear your parcel didn’t arrive safely! Please contact us with photos of how your parcel arrived and we’ll be happy to assist you.

 

RETURNS

What if the products I purchase don’t work for me?
If it turns out that a product isn't for you we will happily refund your purchase or exchange it for a different product for you to try. It doesn’t matter if you have your receipt, or if the product has been used (in fact we hope you’ve tried it!).

All we ask in return is your feedback on why you’re returning it. Your feedback is critical to us as we continue to formulate amazing natural products, so please be honest with us — we really appreciate it! Please contact us and we'll be happy to chat with you.

 

SUBSCRIPTIONS

What will happen after I subscribe to a product?

Once you subscribe to a product and enter your billing details, you will receive an email that grants you access to our Rocky Renewals Subscription Portal. From here, you can edit your order frequency, add new and limited edition products and pause, skip or cancel your subscription.

How do I view my subscriptions?

Once you have an active subscription you will receive an email with a link to the Rocky Renewals Subscription Portal. You can also access the Rocky Renewals Subscription Portal by logging into your Rocky account and clicking the Manage Subscription link in the Account section.

Can I change my subscription order frequency once it’s set?

Yes, you edit your order frequency at any time through the Rocky Renewals Subscription Portal. You can choose to receive your order anywhere from one through to six month frequencies.

How do I know when my subscription is about to ship? Can I still make changes?

You will receive an email three days before your subscription ships, as well as a confirmation once it is on its way to you. You can make changes to your subscription any time before your subscription order is placed.

Can I skip a subscription order?

Yes, you can skip an entire subscription order through the Rocky Renewals Subscription Portal. Simply click the “Skip Order” button on the upcoming order and your next order will be skipped. You can also reschedule the order to a later date, or delay it by a set amount of time.

Can I skip a product on my next subscription order?

Yes, you can skip a product on your next order through the Rocky Renewals Subscription Portal. Simply click the “Edit” button on the product you’d like to update and choose to skip, swap or cancel the product.

How do I add limited edition products to my subscription order?

You will find our newest limited edition products displayed in the Rocky Renewals Subscription Portal. Simply click the “+” (plus) to add to your upcoming order as a one off. Looking for more? Click the “See more products” button.

Will my card be automatically charged with each subscription order?

Yes, your card will be automatically charged when your order is placed. You can update your billing details through the Rocky Renewals Subscription Portal at any time. You will receive a reminder email three days before your order is due to be placed.

Do you offer free shipping on orders?

Yes, we offer free shipping on orders to Canada over $50 CAD or the US over $50 USD. You can view our shipping information here.

Why didn’t I receive a free bar of soap with my subscription order?

We will send you a free bar of soap starting from your second subscription order. Your first subscription order is not eligible for a free bar of soap.

Can I create multiple subscription orders with different frequencies?

Yes, you can. However, to reduce shipping charges we recommend setting your subscription orders to the same frequency.

 

Have a question you don't see here? Please feel free to contact us via phone, email or live chat. We'll be happy to help!