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Return Policy

Our products are used daily by our family and we're confident of their quality. But we recognize that online ordering can sometimes lead to unmet expectations and so we offer the following return policy.

Return Policy Summary

  • You may return most items (there are no returns or credits for custom items) within 14 days of delivery.
  • You are responsible for the return shipping costs. No shipping costs (to or from your address) will be credited.
  • If the item is received back unused, you will receive a Goat Milk Stuff website credit for the amount you paid for the item.
  • If the item is received back used, it will be inspected.
    • If there is any product defect (see below for definition of defects), you will receive a Goat Milk Stuff website credit for the full amount you paid for the item.
    • If there is no product defect (see below for definition of defects), you will receive a Goat Milk Stuff website credit for 50% of the amount you paid for the item.

To return the item

  1. Email us at soap@goatmilkstuff.com with your concern.
  2. Package the items carefully (if they are damaged during return shipping it may affect your credit amount).
  3. Mail it back to us at Goat Milk Stuff  |  76 S Lake Rd N  |  Scottsburg, IN 47170
  4. Include your contact information, order number and any other pertinent information.

Sample Items

We offer smaller sizes of almost everything we make. From travel bars for the Goat Milk Soaps to deodorant samples for the Natural Deodorants, a smaller size is the best option if you are trying something new and have concerns about whether it will work well for you.

Because all shipping (including return shipping) is expensive, we strongly encourage you to order carefully. Consider starting with a smaller size if you have sensitive skin, if you struggle with allergies, if you are unsure of the scent, or if you are trying a new product. 

Defective Items

We have a strong quality control program at Goat Milk Stuff and usually the only product defects we have occur with defective packaging such as spray bottles that won't spray.

Please reach out to us if you have a problem before returning the item, since it usually does not need to be returned.

Not liking the scent or feel of a product does not make it a defective item.

Scent Preferences

The most common reason given for wishing to return an item is "unhappy with scent". Sometimes the scent is too strong, sometimes it is not strong enough, and sometimes the scent is not what people expect.

Please keep in mind the following truths about scent:

  • We do our best to accurately describe the scent of items, but please understand that everyone's sense of smell interprets scent a little bit differently. 
  • The same scent will vary somewhat depending on the product it is added to. For example, the lavender scent will smell slightly different when it is in soap vs in lotion vs in hand sanitizer.
  • We do our best to reach the "sweet spot" when it comes to the amount of scent added. But because everyone perceives and prefers scent differently, to some it may be too strong, to others not strong enough, and (hopefully) for the majority it will be "just right". 
  • There will always be some scent variation between batches. We are using droppers and scales (accurate to grams) to measure the scent added. We do not make massive batches with computerized equipment precision. We are as accurate as possible but some batches may smell stronger to you than others.
  • Your product is not defective simply because you may not like the scent.

Ordering Incorrect Items

Sometimes you realize after your order shipped, that you ordered the wrong item. If this occurs, when your order arrives, do not open it! Instead, mark it "return to sender" and ship it back to us unopened. This will prevent you from being charged for return shipping.

Custom Items

There are no returns on any custom items. We do our best to accurately describe and custom create an item that meets or exceeds your expectations. But because the items are custom, they can not be returned.

Replacement Shipping Coverage

As often as we use the phrase, there is actually no such thing as "Free Shipping". When you qualify for Free Shipping, that means that Goat Milk Stuff is covering the shipping cost for you.

And as you know, shipping is expensive.

When you order at least $50 of Goat Milk Stuff items (after any discounts have been applied), you qualify for "free shipping". But this does not apply to any potential shipping problems that may befall your package after it leaves our farm.

We now offer "Replacement Shipping Coverage" on your orders. This is not insurance on your package. Instead, it covers you in the event that your order is lost, damaged, or stolen, and a replacement package needs to be shipped to you.

See "Shipping Problems" below for further details on how "Replacement Shipping Coverage" works.

Shipping Problems

We do everything to ship your order out quickly and accurately. Once your package has left the farm, we do not have access to any more information than you do about your package. Use your tracking number to look up your package on the USPS.com tracking system. The information there is the only information available, and we do not have any additional information.

We've sent out hundreds of thousands of packages over the years. And the vast majority of them arrive quickly and in perfect condition. But occasionally (and to be honest, more frequently during this pandemic), we do see some of the below problems.

1. Order is damaged during shipping

At checkout, you have several shipping options. For many orders, you can choose less expensive shipping in padded envelopes ("bubble mailers"). Or you can choose for your order to be shipped to you in a box for extra protection. 

If your package is damaged during shipping and receives cosmetic damages (such as dented soaps), we will not replace them.

If your items are broken (such as a lotion stick having the "screw up" portion broken off), please email us a photo of the broken item. We will issue you a Goat Milk Stuff credit for what you paid for the damaged item. 

If your original package was shipped with "Replacement Shipping Coverage" we will ship you a replacement at your request instead of issuing a credit.

Without "Replacement Shipping Coverage" you will need to place another order and use your credit to replace the item.

Replacement Shipping Coverage is a service provided by Goat Milk Stuff. It is not insurance with USPS. However, if your package is damaged by the USPS during shipping, you can still file a claim with them (even though it was not insured). We have seen some people get money back for damages to their packages. If you file a claim and receive money for damages, the money is yours to keep and not payable to Goat Milk Stuff even if the item was replaced. 

2. Package is delayed.

Unfortunately, we have seen a lot of slowdowns with shipping from all the major carrier services. We give the USPS up to 2 weeks to rectify shipping delays. Most orders arrive sooner than that even when rerouted to different places.

If you need your order right away and cannot wait through the USPS delay, you may place a second, duplicate order. 

Notify Goat Milk Stuff that you have not received your package, you need it right away, and can no longer wait.

We will ship you a replacement. When you receive the original package, do not open it. Mark it "return to sender" and send it back to us.

If your original package included "Replacement Shipping Coverage", you will be refunded in full. 

If your original package did not include "Replacement Shipping Coverage", you will be responsible for paying the shipping on the replacement package.

3. Package is "lost" in the USPS system.

If after two weeks, tracking updates have not resumed on your package, we conclude that your order has been lost. 

If your original package included "Replacement Shipping Coverage", a second package will be sent to you at no cost to you. 

If your original package did not include "Replacement Shipping Coverage", you will be sent an invoice for the exact shipping cost of the replacement package.

Please notify us if the original ever shows up.

4. Package is marked "delivered" but not received.

If your tracking shows your package as delivered, but you did not receive it, you must contact your local post office immediately with the tracking number. They can almost always locate it quickly if you don't delay in reaching out to them.

If they cannot locate it, you need to file a claim with the USPS. Email us the claim number and we will send a replacement.

If your original package included "Replacement Shipping Coverage", a second package will be sent to you at no cost to you . 

If your original package did not include "Replacement Shipping Coverage", you will be sent an invoice for the exact shipping cost of the replacement package.

Please notify us if the original ever shows up.

5. Package is returned to Goat Milk Stuff for incorrect address.

You are responsible for making sure that the address is entered correctly on your order. We ship it to the address that you list. We do not check your history for previous addresses and can not know that the address is wrong.

If your original package included "Replacement Shipping Coverage", a second package will be sent to you at no cost to you . 

If your original package did not include "Replacement Shipping Coverage", you will be sent an invoice for the exact shipping cost of the replacement package.

6. Package is returned to Goat Milk Stuff as "undeliverable".

Sometimes the address is correct and yet the package is returned to us and marked as undeliverable.  If this happens, we ask you to choose a different address. If no other address is available, we require the replacement package to be shipped with "signature required". This service costs $2.65.

If your original package included "Replacement Shipping Coverage", a second package will be sent to you at no cost to you. 

If your original package did not include "Replacement Shipping Coverage", you will be sent an invoice for the exact shipping cost of the replacement package plus the "signature required" fee if applicable.

7. You are charged extra postage.

Occasionally, customers are charged extra shipping (often without explanation) over the postage we have already paid for the order. With "Replacement Shipping coverage", you will receive a Goat Milk Stuff online credit for this amount.

Order Error

We work very hard to have your orders shipped quickly and with no errors. One person pulls your order, another person checks it, and a third person boxes it up. Despite these quality checks, sometimes an error still occurs. If this happens, just take a photo of what you received and email it to us with your order number.

We will get the error corrected quickly and reship or credit you for what you should have received. If any items that were sent in error need to be returned, we will get you directions on how to return them as easily as possible, with no cost to you.

    Allergic Reactions

    If you tend to have allergies or sensitivities, please be sure to try the smallest size of our products first. If you experience an allergic reaction to one of our items, please take a photo of the reaction (assuming it is in an appropriate location) and email it to us with your order information and what product caused the allergy. We will work with you to quickly resolve the issue.

    Repeat Returns

    We reserve the right to no longer accept returns and issue credits for people who repeatedly order and return items. This will be addressed on an individual basis if it becomes a problem.

    Satisfaction Guarantee

    We will do our best to make sure you are satisfied with everything you purchase from Goat Milk Stuff. We've been in business over twelve years and have hundreds of testimonials attesting to our wonderful customer service. We're here to make sure that you have a great experience with Goat Milk Stuff as well.

    If you have any questions about this Return Policy, please ask before placing your order.