FAQ

📦 Shipping Information

Whether you're placing a small order or purchasing multiple items, we will do our best to ensure that you receive your order as quickly and efficiently as possible. Here’s how our fulfillment process works, so you know exactly what to expect before your order ships:

In-stock items: Typically ships within 1 business week. This refers to the time your order leaves our studio, “not” the estimated delivery date. During high-volume periods, fulfillment may take up to 10 business days.

Fulfillment is also subject to inventory availability. Orders may be delayed in being fulfilled if an item is listed as, “pre-order. Once every item is ready, we will ship the order. Orders will not be split unless the customer wishes to pay for shipping.

Custom Soap and Shampoo: Made-to-order items, including seasonal pre-orders and custom soap or shampoo, require 4–6 weeks to cure before shipping. Even if your order arrives earlier, we recommend allowing it to sit in open air for at least 4 weeks to ensure maximum firmness and shelf life.

Shipping Days: We ship via USPS only, with drop-offs scheduled Tuesday through Friday. Orders placed over the weekend begin processing during the following work week.

Tracking: Tracking information is emailed once your order is packed and ready to ship. Please allow up to 24 hours for USPS to update tracking status. Delivery typically occurs 2–7 business days after dispatch, depending on your location. If you do not include your email address in your order, you will not receive shipping updates.

🌍 International Shipping

Birds of Valhalla does not currently offer international shipping due to high tariffs and unpredictable import fees.

If you are located outside the United States and wish to place an order, please contact us via our website's live chat before making a purchase. We will review your request and confirm whether shipping is possible based on your location and the items requested.

If approved, you must agree to assume full responsibility for any import taxes, customs fees, or tariff charges imposed by your country.

Important Notes:

• The declared value of your package may appear higher at customs, which can result in unexpected fees.

• Birds of Valhalla is not responsible for covering or refunding any international charges, including those required to release your package from customs.

• By proceeding, you acknowledge and accept these terms.

🧠 FAQ

🕒 Order Processing & Shipping

Q: How long does processing take? Most orders are processed within 3–7 business days, not including weekends or holidays. During high-volume periods (like major drops or restocks), processing may extend up to 10 business days.

Q: Do you offer expedited shipping? We do not offer expedited fulfillment. All orders are made and processed in the order they’re received.

Q: Can I change my address after placing an order? If your order has not yet shipped, contact us via website chat or email at support@birdsofvalhalla.com and send us the address the order needs to be changed to. We’ll confirm whether an address update is possible before dispatch, and change the address promptly if possible.

Once an order has shipped, address changes cannot be made. If the package is returned to us, we can reship it; however, shipping fees must be repaid, and no refunds will be issued.

Q. How long does restocking or pre-orders take? For soap pre-orders, please allow 4–6 weeks for curing time. Once your batch is fully cured, we begin the final prep phase, which includes up to 5 business days for box assembly, labeling, and packaging. Fulfillment and shipping follow promptly.

For general restocks (items that don’t require curing), processing typically takes 1–2 weeks, depending on inventory availability and order volume.

We know it’s a wait, but each item is crafted with care, and we promise it’s worth it.

📦 Subscription

Q: How do your soapscriptions work? Soapscriptions are auto-delivery subscriptions containing your favorite signature soap bars. You choose the products and how often you want them delivered, every 1 month, 6 weeks, 3 months, or 6 months. Each tier comes with a built-in discount.

Q: Can I cancel or skip a box? Yes, log in to your account and manage your subscription settings at any time. Cancellations must be made before the billing cycle to avoid being charged.

🛍️ TikTok Shop vs. Website Orders

Q: Is there a difference between TikTok and website orders? TikTok orders are fulfilled separately and sometimes feature exclusive products or perks. Website orders allow for broader customization and access to our full catalog.

Q: Can I combine TikTok and website orders for shipping? No, the platforms only allow us to merge orders together from the respective platform the orders originate from (i.e., TikTok and TikTok or Website and Website). Combining orders across platforms is not possible at this time.

Q: Do TikTok orders follow the same shipping timeline? No, TikTok orders are fulfilled according to TikTok Shop’s shipping policy and service-level agreement. This means dispatch and delivery timelines are managed by TikTok’s logistics system, not Birds of Valhalla’s standard fulfillment schedule.

🧬 Scent Allergies & Custom Notes

Q: I have allergies. Can I customize my order? Under certain circumstances. Leave a note at checkout with any scent allergies or sensitivities, and we’ll adjust accordingly for the random soap samples. We take allergy notes seriously and flag them in our custom-making process as well. Please see below concerning certain soap and freshener sets.

Q. Can I customize sets like the Fehu Pack, 9-Pack, or Random Car Freshener Sets? We do not offer customization for multi-item sets. These are assembled in advance and sold as-is, with no substitutions or scent swaps.

If you have allergy concerns, please review individual product listings carefully. Some may include notes about limited ingredient adjustments or transparency, but customization is not available for bundled products.

Q: Will my note be seen if I order through TikTok? TikTok’s checkout notes are limited. For detailed requests, please order through our website so we can guarantee your note is received and applied.

🎁 TikTok Subscriber Perks

Q: What perks do TikTok subscribers receive? TikTok subscribers gain access to live custom-making sessions, where they can watch their order being crafted in real time and, when applicable, participate in the creative process.

Additional perks include:

• Early access to new product launches

• Priority entry into giveaways

• Exclusive behind-the-scenes updates not shared on other platforms

💬 Contact & Support

Q: How do I contact customer support? You can reach us via website chat or by emailing support@birdsofvalhalla.com. We typically respond within 1–2 business days.

To help us assist you efficiently, please include your order number and any relevant details in your initial message.

💰 Returns & Refunds

Q: Do you offer refunds? We offer refunds on a case-by-case basis. To request a refund, contact us within 7 business days of delivery with photos and your order number. Refunds are not guaranteed and are reviewed individually.

Q: Can I return a product I didn’t like? Due to the handmade nature of our products, we do not accept returns based on scent preference or general dissatisfaction. We recommend starting with a single item or sample before committing to a full-size product.

If your item was purchased through Printify, returns are only accepted for misprints or manufacturing errors.

Q. What if my order was marked delivered, but I didn’t receive it? If your order is marked as delivered but hasn’t arrived, please first check with neighbors or your local post office.

If the package is still missing, you must submit a claim with USPS and contact us within 7 business days of the marked delivery date. Be sure to include your USPS claim number in your message.

We cannot proceed with any investigation or resolution on our end without a valid USPS claim.

Q. What is your exchange/return policy? Due to the nature of our body and home care products, we do not offer exchanges or accept returns under any circumstances. This policy helps us uphold required health protocols and maintain strict quality control across all products.

If your order arrives with an incorrect item or visible damage, please contact us within 7 business days of delivery. We’ll review the issue and determine an appropriate resolution.

If a product is returned despite this policy, no resolution or refund will be guaranteed.

🧼 Product Transparency

Birds of Valhalla products are handmade and not mass-produced. As a result, slight variations in color, texture, or scent may occur. These differences reflect the nature of small-scale production and do not affect product quality.

Order Accuracy & Packaging: Orders are carefully reviewed before shipment. Packaging is selected to protect the product during transit and maintain brand consistency. If your order arrives damaged or incorrect, please contact us within 7 business days of delivery so we can assess and advise on next steps.

Third-Party Fulfillment (Printify): Select apparel and merchandise items are fulfilled through Printify, a third-party production partner. These items are made to order and ship separately from handmade products. Printify orders follow their own processing and shipping timelines, which may differ from our standard fulfillment services.

📃 Policies & Transparency

We prioritize clarity as a form of respect. Our policies are designed to set clear expectations around fulfillment, communication, and product use. If something isn’t addressed here, feel free to contact us; we’ll respond directly and transparently.

Order Processing & Fulfillment: Handmade products are processed in the order they’re received, based on current inventory and availability. Standard processing time is 3–7 business days, though during high-volume periods, it may take up to 10 business days.

Subscription boxes, pre-orders, and third-party items (such as Printify merchandise) follow separate timelines, which are listed on their respective product pages.

Shipping & Delivery: Handmade orders are shipped from our studio via standard USPS carriers. Tracking information is emailed once your order ships. TikTok Shop orders are fulfilled separately and follow TikTok’s shipping policies. Combined shipping between platforms is not available.

Refunds & Returns: Refunds are considered on a case-by-case basis. We do not accept returns for dissatisfaction, scent preference, or personal preference. All refund requests must be submitted within 7 business days of delivery and include supporting documentation.

Soapscription Management: Customers can manage, pause, or cancel their Soapscription boxes through their account dashboard. Changes must be made before the billing cycle to avoid charges. For assistance, contact support.

Product Use & Safety: All products are for external use only. If you have sensitive skin or known allergies, please review the ingredient list before use. We do not employ medical professionals and cannot provide medical advice or diagnostic support. For any health-related concerns, please consult your licensed healthcare provider.

Birds of Valhalla are not responsible for adverse reactions.

Communication & Support: We respond to inquiries via website chat and email. If your message relates to an active order, please include your order number and a clear summary so we can assist efficiently.

During product launches or restocks, response times may be slightly delayed due to increased volume, but all messages are reviewed and prioritized accordingly.

🪶 Terms of Service

By placing an order or engaging with Birds of Valhalla, you agree to the following terms:

Product Integrity

All items are handmade. Variations in color, texture, or scent are natural outcomes of small-scale production and are not considered defects. Fulfillment timelines reflect real-time production and inventory flow, not mass manufacturing.

Tone & Conduct

We communicate with professionalism. Aggressive, abusive, or manipulative behavior will result in disengagement. We reserve the right to block or refuse service if conduct violates our boundaries.

Disputes & Resolutions

If an issue arises, contact us directly. We’ll review the matter with care and clarity. Escalations are handled personally. We reserve the right to refuse service if policies are disregarded or communication becomes hostile.

Use of Brand Assets

All product names, descriptions, and brand language are original to Birds of Valhalla. Do not copy, repurpose, or mimic any content without written permission.

🏡  Customer Experience & Accessibility

We aim to make our shop clear, navigable, and respectful of diverse customer needs. That includes straightforward language, transparent timelines, and ingredient clarity across all listings.

Our customer experience is designed to be low-barrier and supportive. We recognize that some customers may live with chronic conditions, sensory sensitivities, or neurodivergence. While we are not medical professionals, we do our best to make our products safe to explore and our policies easy to understand.

If you need help navigating the site or have specific accessibility concerns, feel free to reach out. We’ll respond directly and do what we can within our operational limits.

📬 Contact & Support

We respond with clarity, professionalism, and care. Here's how to reach us:

• Email: support@birdsofvalhalla.com

• Website Chat: Green chat bubble at birdsofvalhalla.com

• Response Time: Typically within 1–2 business days

• Support Hours: Monday–Friday, 3:30 pm–10:00 pm EST (Weekend and morning support is limited and subject to availability)

All inquiries are handled in the order they’re received. We do not offer expedited support. Submitting multiple messages or duplicate cases will not accelerate resolution and may delay our ability to respond efficiently.

For time-sensitive issues, please include your order number and a clear summary in your initial message. This helps us prioritize effectively and respond with accuracy.

🚧 Important Boundaries & Expectations

Business Hours: Support is available Monday–Friday, 3:30 pm–10:00 pm EST. Weekend support is limited and not guaranteed. Messages received outside support hours are queued for the next available window.

Follow-Up Protocol: If you haven’t received a reply within 3 business days, you may follow up in the same thread. Please do not open a new case; duplicate submissions reset the queue and may delay resolution.

Escalation Handling: Cases requiring escalation are reviewed by a senior team member. Escalation ensures a full evaluation but does not guarantee a different outcome. We do not escalate based on tone, urgency claims, or repeated messaging.

Conduct Expectations: We respond with professionalism and care, and expect the same in return. Aggressive, hostile, or manipulative behavior will result in disengagement. Harassment or threats are not tolerated under any circumstances.

Support is a shared space. Respect keeps it functional. We don’t use bots or scripts, just real support, rooted in clarity and trust.