Frequently asked questions

DO YOU HAVE ANY STORES IN MY AREA?


Please find full list of our retail store locations in Mexico here.
Our products are also available from a number of vendors across Mexico, Canada and the USA.




CAN I ORDER ONLINE AND GET MY ITEMS SHIPPED TO ME?


Absolutely, simply add all the items you want to order from our website to your shopping cart and click on your cart to check out. If you need any assistance with this please contact us.




DO YOU DELIVER OUTSIDE OF MEXICO?


Yes, we deliver worldwide from our workshop.




WILL I BE CHARGED CUSTOMS DUTIES?


Sometimes there are customs charges on orders shipped to destinations outside of Mexico. We ask you to check with your local customs authority for more information on this type of tax or duty charge.




HOW DOES THE EXCHANGE RATE WORK?


At our checkout, you will be charged in Canadian dollars, however, your local currency exchange rate will be applied by your credit card company when the payment is processed by them.




HOW CAN I PAY FOR THE GOODS?


We accept all major credit cards including MasterCard, Visa, PayPal, American Express and Discover.




HOW DO I TRACK MY ORDER?


When you place an order you’ll receive an email confirmation that your order has been received as well as a further email with the tracking information you need to be able to see where your delivery is. Orders outside of North America will only be tracked if you select a tracked shipping method. If you need any help with this feel free to contact us.




DO YOU USE STYROFOAM IN YOUR PACKAGING?


No, we pack our orders using paper to make sure it arrives safely.




CAN I SEND MY ORDER AS A GIFT?


Yes! We never include the invoice in our packaging so no need to worry about that. We also offer the option to add a note and or a gift box to an order.

  • Notes can be added when you click on your cart before selecting checkout.
  • Make sure to add the gift box to your order before checking out.




DO YOU SELL GIFT VOUCHERS?


Yes we do, choose from $10, $25, $50 and $100 Gift Cards available for immediate purchase. Gift cards are emailed electronically after purchase. They are then available to print, save, or forward as a gift. These gift cards are only redeemable in our online store. Please contact our retail stores directly if you'd like to purchase a gift card for in store use. Gift cards only count towards promotional offers, such as free shipping, upon redemption.




CAN I GET ADVICE ON WHAT PRODUCTS ARE BEST FOR ME?


Yes, of course! Please feel free to reach out by filling out this form, calling us in Mexico +52 669 259 0103 or toll-free from Canada and the USA, 1-833-FOX-SOAP and we will be happy to answer your questions and offer advice.




WHAT IF I DON’T LIKE THE PRODUCTS I ORDERED?


We’re proud of what we make and we believe that once you try us you’ll fall in love with natural too. However we recognize that not every product will work for every customer so we’ve made it easy for you to try our stuff without any risk. We offer a 100% money back guarantee. No, it doesn’t matter if you don’t have your receipt, and no, it doesn’t matter if the product has been used ( in fact we hope you’ve tried it), we will happily refund you for your purchase. 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 toxin-free products, so please be honest with us, we really appreciate it! If you purchased your product from our online store and would like to return it, please contact us.




WHAT IS THE DIFFERENCE BETWEEN PARFUM, FRAGRANCE AND ESSENTIAL OILS?


‘Parfum’ or ‘Fragrance’ is required by Health Canada when an ingredient listing for the scent of a product is too long for the label or the list is proprietary. We use Parfum in limited circumstances when the list of essential oils is too long for our label. We fully disclose all of our ingredients. Full scent ingredients will always be listed on our website if the list is too long for a label.




DO YOU TEST ON ANIMALS?


Absolutely not! If all body care companies would use only toxin-free ingredients, there would be no need to do any animal testing in our industry. We believe that not testing on animals is not enough. We will never, ever test on animals, but our goal is to change the industry and eliminate the need to test on animals altogether. You can help make this happen by buying toxin-free products from companies that don’t test on animals. Not only do we not test on animals, but our products will not harm the natural habitats or aquatic life when they go down the drain and out into the environment. Let’s take care of our animal friends and the world they live in.




WHAT ARE YOUR EXPIRY DATES?


All of our products are formulated to have a minimum shelf life of 2 years unopened. Some products will last longer than this however such as soap, shampoo/conditioner and body butters. Expiry dates are based on product being kept at room temperature or lower. If the product is stored in warm temperatures or humidity the expiry dates may be less than 2 years.




WHAT IS PAO (PRODUCT AFTER OPENING DATE)?


Many lotions/creams will have a specified PAO, the little open jar symbol on the label) which tells you how long it is expected to last after opening. In general, our other products are good from 1 year of opening or 2 years unopened. Beyond that it really depends on how you are storing it. Heat and humidity, as well as which essential oils were used, will have an effect as well. We have found that most of our butters remain stable for up to 4 years prior to opening with normal or cool storage conditions, but we make it a rule to not send them out once they approach 2 years. In general our products are good from 1 year of opening or 2 years unopened. Beyond that depends on how you are storing it, the heat and humidity of the environment you’re keeping it in, as well as which essential oils were used or flavours because some go rancid or lose scent faster than others.




DO YOU OFFER WHOLESALE OR AM I ABLE TO ORDER YOUR PRODUCTS FOR MY BUSINESS?


Yes, please contact us for more information.




DO YOU USE INGREDIENTS CONTAINING GLUTEN?


Some of our products contain wheat germ or oatmeal (Pumpkin, Honey Oats and Cocoa, honey oats bath bomb, calming face mask). At this time, none of our other products contain gluten but we are not a gluten-free facility, nor do we test for the presence or absence of it in our other products. To date, we have not had any feedback from celiac customers that they have had any issues with the rest of our line.




I AM CELIAC; DO I HAVE TO WORRY ABOUT SKIN CARE PRODUCTS THAT CONTAIN GLUTEN?


No. The gluten contained in skin care products cannot be absorbed through the skin. You should avoid any products that you might accidentally swallow, such as lip care or lip colour products containing gluten. Some people develop a skin reaction called dermatitis herpetiformis, but this is due to swallowing gluten, not from absorbing it through the skin. The Black Oats in our day cream is tested to not contain gluten.




I AM ALLERGIC TO WHEAT. DO I HAVE TO WORRY ABOUT SKIN CARE PRODUCTS THAT CONTAIN WHEAT?


Some people who are allergic to wheat can get a skin reaction when they use products that contain wheat or gluten products. You should avoid products that contain wheat, barley, malt, rye, oat, and avena sativa (oat bran).




IS THERE POTENTIAL TO HAVE A REACTION TO SHEA BUTTER IF I AM ALLERGIC TO NUTS?


There are no reports of allergic reactions owing to the topical use of shea butter because it does not contain allergen binding proteins. This assures that shea butter is safe for use, even in individuals with a nut allergy. We recommend that you test to make sure this product is right for you.




CAN YOUR LIQUID SOAP BE USED FOR LAUNDRY?


We have not tested the soap for this purpose but people have used our bar soap (made into flakes) for laundry detergent. For the liquid soap, information on the net suggests: Pour 1/4 cup of castile soap directly into your washing machine. This will make a safe, toxin-free laundry detergent. If you have hard water, increase the amount of soap to 1/3 cup. Use lavender- or citrus-scented castile soap to add a pleasant aroma. Because we ‘superfat’ our bar and liquid soaps, please be aware there may be potentially a bit more residue left on clothing with our soap vs a competitor product.




WHY ARE SOME PRODUCTS NOT SAFE FOR PREGNANCY?


Essential Oils may have the ability to affect a sensitive growing fetus or initiate contractions of the uterus (known as Emmenogogues) and are to be used in dilution and with caution. Although most of our products are made using a low concentration of essential oils we still err on the side of caution. If you are pregnant and using leave-on products or aromatherapy misters with known emmenogogues, please consult your healthcare provider.





HOW CAN WE HELP?

  • Facebook
  • Twitter
  • Instagram
  • YouTube
unnamed (25).png

Mexico: +52 669 259 0103 or toll-free from Canada & USA: 1-833-FOX-SOAP

©2020 Fox Soap Company