FAQ

PAST & PRESENT PRODUCTS

Currently we offer six fragrance collections. We may not have the exact product you are looking for, but we may have your beloved fragrance, just repackaged! Here is a list of fragrances that we currently carry:

ROLAND PINE: Previously known as Frosted Pine, Sugared Pine & Stag.

VANILLA FLEUR: Previously known as Madagascar Vanilla, Burnt Vanilla, Santal Vanilla, Winter Vanilla.

SUN KISSED: Marigold Calendula (Farmacie Collection)

NORTH SHORE: Aqua (Sea Collection)

If you have a question or feedback about a fragrance you wish we would “bring back to life” email Karen at info@soapandpaperfactory.com. We have had so many incredible collections & fragrances, and would love to hear which ones you would love to see again!

There are so many incredible brick & mortar boutiques that carry our products across the USA and beyond! We love our retail partners and have worked with many of our stores for decades! To find out about who sells Soap & Paper Factory products near you, visit our Store Finder.

For years we made everything ourselves. These days, we work with specialty manufacturers around the country to provide the best products possible.

We make our products in the USA. We try to keep the footprint as close to our New York home as possible. We source 99% of our components from US manufacturers as well. 

We have worked with the same fragrance house since the start of our company. We love and trust them, and they are literally a stones throw away from our Nyack NY headquarters. Our fragrances are made of essential & phthalate free fragrance oil blends. All of our fragrances meet the IFRA & European regulatory requirements. We take that extra step because the EU is highly regulated when using chemicals & allergens in fragrances and product manufacturing. We have always been hyper focused on what goes in our products, as well as how they perform and feel. If you wanted to take a deeper look into these standards, you can read more HERE.

Each product has its own lifespan. We have all of our products labeled, with the little “can” with a number of months we suggest using after opening. This is actually one of the reasons we decided to leave the manufacturing to the professionals.  EVERY product we have goes through rigorous testing. Concerning the candles, we suggest keeping boxed to preserve the fragrance, and if you are storing anything away for a special occasion, keep in a cool, dark place. If you have questions, you can email the lot code on your item to info@soapandpaperfactory.com and we will give you a date for expiration.  We produce in small batches, which is a huge plus as far as we are concerned!

Our products are not organic. We can tell you that you can pronounce every ingredient in all of our products, and less is more in our ingredient world. We like to keep it simple. No parabens, phthalates or petrochemicals in 99% of our  products. Note our diffuser does contain glycol which is a derivative of petrochemical. The most important aspect of our products, is that we do not cut corners regarding ingredients. You literally get what you pay for.

Yes! All of our products are vegan.

Each product has its own components, and when developing a new product, we always ask ourselves if the packaging and vessels can be recycled or upcycled. We are really trying to stay away from single use plastic moving forward. All of our vessels can be easily recycled, upcycled or reused!

Our soap wrap is made from 100% recycled paper stock. The hard part is that we are so heavily patterned and use lots of color saturation, so with recycled paper, sometimes it’s diverse in its color, so we may get a little fading or not spot on for our colors, but it’s worth it to be kinder to Mother Nature!

QUESTIONS ABOUT ORDERS

Call Karen at 845-353-4566 or email info@soapandpaperfactory.com.

At this time we do not offer gift wrapping, but we are hoping soon to offer gift bags. However, we do offer an area for a note in your order, and the way the products are arranged with our earth friendly paper fill. Every order looks like a gift!

No. The person ordering the gift will get an email receipt, but only a packing slip goes in an order.

We gladly support the USPS. Generally if you order before 1pm EST, your order will go out that same day.

Usually orders are processed within 24 hours, and shipped out of our Long Island warehouse. Generally it’s 4 days out west and sooner the closer you get to NY. Orders that come in on Friday after 1 EST will ship the following Monday. During peak holiday season, lead time ranges from 5-10 days.

Currently, we do not offer Expedited Shipping.

Please contact customer service by email info@soapandpaperfactory.com or call us at 845-353-4566 Ext. 0. We will be happy to take your order manually. Shipping costs, any customs fees and/or duty will be charged to customer. We do not offer free shipping to Canada.

GIFTING

We absolutely love giving gifts and have made it super easy for you to use Soap & Paper Factory for all your gifting needs.

Yes! When you check out there is a place for a note which we will include with the order.

Call (845) 353-4566 or email Karen at info@soapandpaperfactory.com in customer service, she will be able to tell you who sent you your special gift! You will just have to provide your order number.

RETURNS & REFUNDS

If you are not satisfied with your purchase, we would be happy to offer a refund on the unused and unopened items(s) within 14 days of the original purchase date. Please call Karen at (845) 353-4566 or info@soapandpaperfactory.com.

Returns are applicable for purchases made online at www.soapandpaperfactory.com ONLY. Sales items are non-refundable, and considered final sale.

If you purchased our product from a third-party website, please contact that website’s customer service department. Our direct orders start with the prefix 100.

To start a return, e-mail info@soapandpaperfactory.com with the following information:

·       Customer name

·       Order number

·       Items(s) to be returned

·       Reason for return

 

Soap & Paper Factory will respond with information about your return, including the address for the return of the merchandise. To prevent damages in transit, please ship the item(s) back in the original packaging including the Original Packing Slip. Once the return(s) have been received by Soap & Paper Factory, a refund in the original form of payment will be issued. 

All return shipping costs are customer's responsibility.  

We do not offer exchanges.

Any items that are on SALE are final sale. No refunds or returns.

When we ship your order, you will receive an email with your tracking number. Please use this reference to track your order. If you have any questions, please email or call Customer Service. Make note we ship so lightening fast, that often times the tracking may take 24 hours to populate, but rest assured our rocking warehouse has shipped your order if you have received tracking. 

Sometimes it takes the post office time to catch up and scan the packages You may not see this notification for up to 24 hours.

YOUR ACCOUNT & REWARDS

It’s so easy to create an account and ALL of your information is in one place, you can sign in HERE and our system will keep track of all your orders. By signing up you also join our Rewards program! You get an instant $5 for signing up, and then with every $75 you spend, you get $5 in your wallet automatically. Our system will generate an email occasionally, letting you know if you have any credit in your wallet, it’s pretty great! 

Text "JOIN" to +1 (937) 915-6055 and get 10% off your next order within the continental US.

Click HERE on your Smart Phone to receive a text message and sign up for SMS.

To unsubscribe, follow instructions in the text message.

Generally, it’s one discount code per order. However, REWARDS can be used all the time, anytime!

SHIPPING

We ship anywhere in the United States.  Shipping times will vary based on your final destination. We ship from New York state.

We offer free shipping on all orders $75+. Orders under $75 are $7.95. We do not charge any handling, just the rate we are charged from the United States Post Office. 

Sometimes you will receive tracking saying that your package has arrived, but you can’t find it! We suggest looking around, like ALL OVER, and then letting us know via email. Nine times out of ten, especially during the holidays, the box will show up the next day… Sometimes the post office gets backed up and boxes may scan delivered, then they come the next day. Either way, let us know by calling 845-353-4566 or email Karen at info@soapandpaperfactory.com with your order number.

Call Karen 845-353-4566 or email info@soapandpaperfactory.com. We ask for a photo of the broken item(s), so we can make a claim and work with you to ship a replacement.

We do, but it’s expensive. We usually ship either FEDEX or USPS. Over the years it has just gotten cost prohibitive to ship internationally, but if you are willing to pay the shipping, we are thrilled to pack you a pretty order! You can contact Karen in customer service with your request. You would need to send the shipping address, including postal codes, and an itemized list of WHICH products you would like to purchase. We would estimate shipping for you and if that works out, we would email you a payment link, and your order would ship within 24 hours. Tracking would be sent to your email as well.

BEST PRACTICES FOR PRODUCTS

REED DIFFUSERS

Open your kit and remove top from bottle. Insert reeds, then flip them immediately for a burst of fragrance. Flip the reeds every few weeks.

We designed the diffusers to be a part of your environment and experience. They are formulated to subtly fragrance your space. Larger spaces may need multiple diffusers, depending on fragrance and size of the room. Diffusing is a safe way to fragrance your space without the need of fire.

Our reeds are made from Rattan.

You sure can. Be sure to use our Rattan Reeds, and recycle the glass bottle.

Fragrance is subjective, and sometimes folks may feel that the diffuser is too potent. If this is the case, just use fewer reeds, you don’t need to use all of them!

Flip the reeds more often to get maximum fragrance.

We offer refills in Roland Pine and Vanilla Fleur. We suggest using your diffuser until it is near empty, then purchase the refill and just add your reeds to the new one. Don’t forget to recycle!

No. If ingested, call poison control. Though our diffuser is non-toxic, it is not for human consumption.

They vary, but usually up to 6 months.

No. We recommend our Fragrance Oil for Potpourri.

Absolutely. We do, however, recommend placing your reed diffuser in a place where it cannot be knocked over. Up high on a shelf, perhaps, or on a mantle or window sill that is not often used. We also recommend NOT to place diffusers on fine / wood furniture, as if it is spilled it will remove the finish as it is highly concentrated.

When you feel like you need an extra pop of fragrance, we suggest flipping the reeds.  Also, if you feel like the diffuser is too potent, put fewer reeds in the oil. 

No, sorry! They are over 3 ounces!

No. Our Diffuser Oil comes in Roland Pine & Vanilla Fleur. This oil is NOT meant for an electric or heat diffuser.  Simply add reeds and enjoy. If you are looking for Fragrance Oil for aroma diffusers, you can find them HERE.

PURE SOY CANDLES

We love fragrance. In fact, we are obsessed. Our vision for home fragrance, is that the catalyst for the fragrance, whether it be soy candle, diffuser, spray…becomes part of your environment. It will subtly enhance your environment, not take it over. When you invite a guest over, we want your guest to feel comfortable (and you!) and loved, not slapped in the face with candle fragrance. We opt for balance. With the world of fragrance everyone feels the way they feel, so it's important to try new fragrances, and burn clean, lovely candles.

Before lighting, trim the wick to ¼”. Burn 4 hours for first burn, so the burn pool melts all the way across. Trim wick down before each use.

When you first open your candle, trim the wick to ¼ “. For the first burn, it’s a general rule of thumb you should let the burn pool extend all the way across the top of the candle. It’s about 3-4 hours for the larger candles. You can extinguish your candle after that.  Then, let the wax get cold/hard before relighting. Make sure you trim the wick again before each lighting. See our How To Trim a Wick video HERE.

It’s important to be present while burning candles. Trim the wick before each lighting, and don’t burn your candle more than 4 hours each time.

Keep the candle away from drapes, fabric, animals & kids. Make sure the candle is in a stable place for burning, and make sure it’s on a heat-proof surface.

The candle glass may get hot, so be careful handling the glass of a candle that has been burning. If you notice the wick is leaning toward one side of the glass and is NOT centered, you can gently manipulate the wick with a pencil or knife while the wax is still soft from burning, and push the wick to the center.

After your candle has burned down as far as it can, we suggest NOT letting it fully melt to the bottom, wait 12 hours so the glass is room temp, and put the entire glass in the freezer. Wait 12 hours or so, and then simply use something sharp to pop out the remaining wax and wick holder. Clean out the glass, scrap of the sticker, and pop it in the dishwasher, or hand wash. 

Glass can be used for a million different things, we suggest using it as a Rocks glass, and getting a cocktail in it as quickly as possible, but it can be used for Q-tips, paint brushes, pens & pencils, low profile flower vase and so much more!

Yes.

We use 100% cotton wicks.

Each candle has its own burn time. We use approximate “up to” burn times because each environment is different. As a rule of thumb, our wax burns about 6 hours / ounce (give or take)!

Yes.

Yes, but you must clear out the remaining wax and wick tab. You can do this by placing the room temperature glass I the freezer overnight and use a knife or scissors to wedge the wax out.  Wash and recycle.  Better yet, you can repurpose your glass vessel. Once you get the front sticker off, you can put it in the dishwasher or hand wash, and use it for cocktails, floral arrangements, paint brushes… sky is the limit!

For the first burn, we suggest about 4 hours, until the entire top of the candle is liquid. This is called the “burn pool”.  Don’t burn your candle longer than 4 hours per session.

The most important procedure with all candles is trimming the wick to about ¼ inch before burning. You can use a trimmer or scissors or just use your fingers, but know you may get some carbon on your fingertips.

The Cilantro is a fragrance note, it is not apparent to your nose. The cilantro actually helps the pine notes smell more earthy and rounds out the sharpness of those notes. We promise you will absolutely not smell the Cilantro.

They sure can! You may get flagged in TSA, but they will just inspect the candles, but they are fine to bring on board!

HOME FRAGRANCE SPRAY

Just a few pumps will fill the air around you with clean, happy fragrance. For use at home, office, car, and drum roll please….. as a body fragrance!

You can absolutely spray drapes, bedding…. You name it, just be far enough away so the spray doesn’t get too condensed to avoid staining. 

Glad you asked. Indeed it is! Our spray is non-aerosol. We use a technology called “Bag on Valve” it’s the same technology that is used in spray on sun screen, and cooking sprays. This means there is actually a little bag inside the can, that holds the “spray” without it being mixed with the gas (aerosol). Aerosol is terrible for the environment and eats away at our ozone layer (which protects us from the sun among other things ). It’s actually pretty simple. When you have an aerosol spray, and you dispense, both product and gas are mixed and it is under pressure so it projects the product far.  With Bag on Valve, you still have pressure, but it is only what is in the bag that is projected. For spray on sunscreen, this technology is used because it would be harmful for you to spray that gas directly on your skin.  The Home Fragrance Spray vessel is 100% recyclable after use.

TOTALLY. Spray on living trees to give them a little boost, and spray on artificial trees, garland and wreaths. Wonderful before a dinner party during the holidays.

Yes.

No.

We have 3 oz of spray in each can. It really depends on how long you hold down the spray nozzle. When you spray your tree, or wreaths before a party, hold down the nozzle for continuous spray.

POTPOURRI

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Potpourri is meant to be placed in some sort of plate or vessel, as home décor. The actual Potpourri will last forever, and can be re-fragranced by adding Fragrance Oil directly to the botanicals.

Yes. It is fragranced using our Roland Pine Fragrance.

You can purchase the Fragrance Oil in Roland Pine and simply put a few drops directly onto your potpourri to liven it up.  Alternatively, you can add any fragrance oil, for a change of pace once the oil dissipates.

Separate the Potpourri on a little surface or plate in your bathroom, as décor, and fresh scent.

It’s so pretty poured and placed down the center of a table on a table runner for a dinner party. Arrange the Potpourri to give a rustic feel. We like to add some votive candles (in glass) to make a pretty centerpiece. The options are endless. 

Forever.  You will need to freshen up the botanicals.

FRAGRANCE OIL

Our Fragrance Oil is multi-use! We market it as an oil that can go in an electric or heat diffuser (usually a little candle and a pool of water) but the oil itself is body safe. Aside from using the oil for home scent, here are some ideas for use:

Add a few drops to a warm tub!

Put your finger over the regulator and put it directly on your pulse points.

Mix with a “carrier oil” such as jojoba, sweet almond or macadamia nut oil. Our rule of thumb is about 10% of the fragrance oil to 90% carrier oil. If you like it stronger, put more fragrance oil in your mixture and gently shake. You can use a travel container, or even order some rollerball components and make your own rollerball perfume. The Vanilla Fleur is a best seller, and we suggest it all the time!

If you add the fragrance oil to jojoba, you can use is in your hair, as well. Just a little, put a little pea sized portion in the palm of your hand and rub your hands together to warm the oil up and supercharge the fragrance, and glide your fingers through your hair.  Boom.  You’re welcome.

Yes. We suggest diluting the fragrance in a carrier oil.

All of our oils are a combination of essential and phthalate free fragrance oils.

No.

We suggest putting drops of the oil into a “carrier” oil, THEN applying to your skin. It’s potent, but totally skin safe.

Yes! You can take a small piece of cloth and put desired amount of fragrance oil, then slip it into your vacuum bag. Yum!

Yes!

HAND CREAM

We use 12m (12months) for longevity.

Yes!

You can use our hand cream all OVER! We don’t suggest face, however, as the concentration of fragrance is a bit high for the face.

Our creams unopened are good for 3 years.  If you have questions, you can email the Lot Code on the end of the tube to info@soapandpaperfactory.com, and we will let you know when it was manufactured.

SHEA BUTTER SOAP

It sure can. Our soap is super gentle for all ages and all skin types!

No, our soap is not milled. It is long lasting.

No, our soap is extruded.  We “super fat” it with shea, and it goes though an extrusion machine. That’s why it’s long lasting.

Our soap wrap is 100% recycled paper stock, and can be recycled!

We suggest putting the soap in a closet or drawer. Somewhere dry, cool and dark. Your drawers will never have smelled better!

PURA SMART HOME DIFFUSER

The Pura Smart Home Fragrance Diffuser allows you to customize your scent experience from the convenience of the PURA app on your smartphone. It is also compatible with Alexa and Google Home. Customize schedules, swap between two scents....it even has an ambient nightlight (LED)! It's a revolution in home fragrance and we are thrilled to be partnered with PURA to offer Soap & Paper Factory fragrances for your home. Learn how it works here! 

No, you must use the vials specially made for Pura Home.  Our fragrances are HERE, and if you wanted to enjoy other brands, you can purchase those directly through PURA here.

Directions are enclosed with the device, but you can go HERE to learn more.

You can order extra devices on the PURA site HERE.

We are a PURA partner, so all device questions and concerns will be answered by Pura customer service HERE.

At this time our gift set comes with Vanilla Fleur & Roland Pine and no substitutes are available. 

You can reach out to Pura HERE, their customer service will help you!

Not at this time. We sell a gift set with the device and two of our fragrances HERE.

You can visit their website HERE to buy the PURA device.

What fragrance refills do you sell for the Pura Smart Home Diffuser?

Yes! There are tons! Click HERE to see all the cool brands!

Yes! Click HERE to visit their website and sign up for their mailing list.