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Willow Way LLC

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We Recycle!

We recycle everything we possibly can!

 

Serving Our Handcrafted Industry to over 145 Countries & Thousands of Cities since 1996 -

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Ordering Information - Payment Options - Shipping and Delivery Policies

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How To Place Your Order

Shopping Cart Orders

Online Shopping Cart:

Place your items in our online shopping cart as you browse our site and submit your order.

International Orders are Welcomed

International Shopping Cart Orders:

You can place your items into our shopping cart, print it out and then fax it along with your payment and shipping info or copy and paste it into an e-mail along with your payment and shipping info. Our shopping cart will not figure shipping for countries other than the US and most of Canada.

Fax:

Place your items in our online shopping cart and then print it out and fax to:

765-886-4644

Type your purchase order and fax to:

765-886-4644

Make sure you include your phone number and e-mail address. Once we receive your fax we will contact you to verify your order.

Phone:

Call us at:

Home Office: 765-886-4640
Arkansas Office: 870-429-8230

We will be glad to take your order over the phone and help with any questions you might have.

Mail:

Place your items in the shopping cart and then print it out or type your purchase order and mail to:

Willow Way LLC
12873 WE Oler Road
Hagerstown, IN 47346

Make sure you include your phone number and e-mail address. Once we receive your fax we will contact you to verify your order.

Payment Options

We require a 50% deposit on custom equipment.

Applying to any order: Full payment is due, including shipping costs, prior to leaving Willow Way.

International Orders are Welcomed

International Orders:

We welcome International orders, but they can not be accepted through our shopping cart. Please call, e-mail or fax your order. International orders are paid by Wire or Bank Transfer. Credit Card Orders; less than $100 may be considered, PayPal under some circumstances may be acceptable.

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Credit Card - Visa & MasterCard Only
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Money Order or Cashiers Check
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Lease Options...
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SoapEquipment.com has teamed up with Latitude Equipment Leasing to bring you financing options for purchasing your soap making equipment! Equipment leasing can provide up to 100 percent financing. This means you can quickly obtain the equipment you need without depleting your available cash or using up the availability of your existing bank credit lines. CLICK HERE for more information

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Wire Transfer
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Please e-mail or call for information on how to pay us with a Wire Transfer.

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ACH Debit
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SoapEquipment.com offers ACH Debit to customer accounts to pay for equipment orders. These transactions will be in compliance with the Rules and Regulations for Governing the ACH Network.

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Please email or call for information on how to pay us with an ACH Debit (automatic deduction from your checking account).

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Click Here to view some frequently asked questions about ACH origination. (PDF Format)

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Company or Personal Check
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This option may delay your order, while we wait for funds to clear your bank.

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PayPal®
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PayPal under some circumstances may be acceptable. Please e-mail or call for information on how to pay us through PayPal.

Information We Will Need To Know
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Your name

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Your company name

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Mailing address

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Shipping address

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E-mail address

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Fax number

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Your phone number.

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What products you want to order and the quantity.

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How do you want your products designed - specifications.

Specifics:

If ordering custom soap cutters or soap molds then we will need to know specifics on your:

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Bar Size

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Bar Thickness

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Bar Width and Length, preferably when just cut from the mold.

Note:

if you give us the dimensions of a cured bar, that is what your mold and cutter design will reflect so please consider carefully the dimensions you are giving us.

If you don't know these dimensions then let us know this straight away and we will try to assist you in a bar design.

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If you have specific requests, batch sizes, physical restraints, special space and working conditions, then please make mention of these.

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How you plan on paying for your order.

Discounts

From time to time we offer specials and sales through different types of media including our own sites.

We normally will provide you with a discount code that you either use in the shopping cart or mention when you call in with your order.

Discounts, Using the Shopping Cart:

The special code MUST be entered into the shopping cart during checkout. We will not change or add the discount once the order has been placed, this is very time consuming and costly and requires many steps in accounting, credit card authorization and verification. We do not keep credit card information in Shopping Cart transactions.

Special Member Discounts, with no Discount Code:

These must be over $50 to qualify and do not apply to all products. Please call or email your order. You may enter your order in the Shopping Cart and when you get to "Payment Method" under "Step 4" in the cart, select "NONE". This will send your order to us. Someone will contact you as soon as possible.

Please note in comments that you are applying for a discount.

Please Note:

We do not have a minimum order amount for regular orders, just when using a Special Discount.

Returned Checks
There is a $25.00 charge
for all returned checks!
Merchandise Returns

Please see our return policy on our Customer Service page...

Policy Change

We reserve the right to change any of our policies at anytime without prior notice.

FAQ - Frequently Asked Questions

Be sure to check our FAQ pages for more information about our products. Many of the questions you might have could be answered on these pages.

Used Soap Making Equipment

Used Equipment:

Please click here to view our customer service policy for Used Soap Making Equipment.

Shipping

Unless noted, prices do not include shipping and any applicable sales taxes, customs, duties or any other import fees which may be due.

Due to the nature of our equipment, it's size, weight and custom specifications, For custom orders, we will in most cases contact you as to the best way to ship your order and options you might take to reduce shipping costs. In every case we will do all we can to reduce this cost and to get your equipment to you as quickly as possible.

Shipping and Delivery Policies

At Willow Way, LLC (SoapEquipment.com) we strive to ship our quality products to you, using the most economical and efficient way possible.

Getting your order to you quickly and safely is our first priority.

Orders received after 10AM (ET) will be entered in the system on the Next Business Day.

Shipping Department Contact Information:

Willow Way LLC

12873 WE Oler Road

Hagerstown, IN 47346

Attn: Shipping Department

Phone: 765-886-4642

E-Mail: brandy@soapequipment.com

General Delivery Policy (small package):

We mainly ship by UPS but we have the ability to ship via, other carriers (At customer’s request). HOWEVER, some carrier’s shipments are not easily traceable. Therefore, if the BUYER chooses a company different than our standard carrier, the BUYER is responsible for the shipment, once it leaves our warehouse. By use of this site, customers authorize UPS to leave a package at the destination delivery address, without obtaining a signature; if the UPS driver deems the location to be safe. Customers who are not able to locate the package that is claimed as delivered, must follow the instructions for filing a claim listed below under the heading "Incorrect Delivery and Lost Package Claims."

IMPORTANT:

Shopping cart orders are calculated using UPS. Once your order is paid and submitted in the shopping cart we cannot change the shipping method without charging a minimum of $15 and could be more depending on credit card changes and reprocessing your order. If you want to change the shipping method to something other than UPS, either call us or proceed with your cart order as follows... Select NONE under payment options and tell us what method of shipping you prefer in the comments section, then continue to process your order. We will contact you with shipping charges and payment information. Note: (We mainly ship by UPS but we have the ability to ship via, other carriers (At customer’s request). HOWEVER, some carrier’s shipments are not easily traceable. Therefore, if the BUYER chooses a company different than our standard carrier, the BUYER is responsible for the shipment, once it leaves our warehouse).

Refused Shipments:

A refused shipment occurs when the customer refuses to accept the package during a delivery attempt. Reasons for Refusal are obvious damage to the contents of the package.  This can occur, whether it was shipped through UPS, USPS, DB Schenker or one of our other carriers. Customers who refuse delivery must contact Willow Way LLC Shipping Department immediately. In some cases the customer may be assessed a fee to cover return shipping and labor charges. This cost will be passed along to the customer in the form of a deduction from the total credit due to the customer. In addition, refused shipments may be considered an “Unauthorized Return” and subject to the policies thereof.

Return Shipping Charges

Willow Way LLC may provide a UPS Return Pick Up, depending on the reason a return is requested. If shipping any other way, please contact Willow Way LLC Shipping Department at 765-886-4642 or brandy@soapequipment.com for other arrangements. The customer is held responsible for all shipping fees where the Return was not approved.

Claims Policy:
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You must check package or crate contents before signing off on the shipment. The shipment is packaged with the utmost care, and the goods are in pristine condition, when they leave our warehouse.

Visible Damage, Concealed Damage, and Missing Content Claims.

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Visible Damage” is defined as any damage to the packaging that is identifiable without opening the package at the time of delivery.

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UPS shipments:

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Please inspect the box or boxes while the Driver is present.

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If damage is found to the contents, have the Driver make a report.

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If the Driver is not present then follow the steps below under “Concealed Damage”

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If by Motor Freight, Ocean or Air Transport Carrier:

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Please report any visible damage immediately to the Driver. Have them file a report, and then contact our Shipping Dept.

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Concealed Damage” is defined as any damage that is not immediately noticeable at the time the package is opened or when the product is first used.

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If delivered by UPS, take pictures, call UPS and file a claim right away. Do not throw anything away.

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UPS, 1-800-742-5877...Press 0 (operator). Follow their instructions or go online at, http://www.ups.com.

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If a US Postal delivery; we suggest you inspect the package, if damage is found, call the Shipping Dept right away for instructions.

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For the above shipments, it can be very difficult to make a claim, after the fact. Due to the nature of our equipment, there is nothing that can be damaged, unless the carton or crate is hit, dropped, punctured, and shows this in some visual way. This being the case, inspect everything thoroughly.

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If a Motor Freight, Ocean or Air Transport Carrier:

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If damage is found after the Driver leaves, and the shipment signed for, it is too late to make a claim. Therefore it is important that you do not sign for the shipment until you are positive there is no damage.

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Missing Content” is defined as any package that is missing product that the packing slip states is included.

All instances above must be made directly to Shipping Department within five (5) business days of delivery. Any claims made after that time will not be honored. Please contact Willow Way LLC at 765-886-4642 or brandy@soapequipment.com to make such a claim.

Visible Damage and Concealed Damage claims can take up to, 7 to 10 business days for a Carrier to inspect the item or items. Please do not throw anything away until we say that this is okay to do so.

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Unfortunately, it is nearly impossible to get a Representative to come out and check the damage, let alone pay a claim for a shipment that was signed for, stating, "There was no damage to the shipment". Bottom line.... Be very careful when inspecting your shipment.

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Drivers are always busy and will push you to sign for the shipment so they can get on down the road. Do not pay attention, finish your inspection. You must be satisfied there is no damage! Take pictures if there is any doubt.

Incorrect Delivery and Lost Package Claims
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“Incorrect Delivery” is defined as any incident where the driver delivers the package to the wrong address or individual.

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“Lost Packages” may occur in two ways.

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First; lost packages may occur when packages are not able to be located within the carrier's network.

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Second; a package may be considered lost when the carrier claims delivery was completed by leaving the package on the doorstep, but the customer can not locate the package.

Occasionally a shipment will get lost. Although it is rare, it always seems to happen when the merchandise is needed quickly. Both “Incorrect Delivery” and “Lost Package” incidents are usually discovered through standard tracking of the package.

After you have received notification of shipment from us or from the Shipper, and the allotted amount of time for transit has passed; we suggest that you check tracking on the package. If tracking does not show definitively where the package is or when it is to arrive, then please contact the Shipper, to report a lost shipment. Then contact Willow Way LLC Shipping Department brandy@soapequipment.com

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Claims for Incorrect Delivery or Lost Packages:

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After we are notified, we will start tracing on our end, and file a Lost Shipment Claim.

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Claims must be made directly to our Shipping Department, 765-886-4642 or emailed to brandy@soapequipment.com

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At this point you have three choices:

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1. Wait for the claim to be approved and then we re-ship the order.

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2. Purchase the item or items again, and have them shipped right away to you. Your money will be refunded when the claim has been approved or the shipment is returned to us.

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3. Give it more time and see if the order turns up and wait to receive it.

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Please note: UPS approval for a claim may take up to 10 days after filling. USPS approval can take several weeks.

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“Incorrect Delivery” or “Lost Package” claims, will be honored after thirty (30) days from shipment date.

Incorrect Product Claims:

Please call Willow Way LLC, Shipping Department at 765-886-4642 or email brandy@soapequipment.com immediately for assistance in resolving any issues with your order.

Freight Shipment Claims:

We ship primarily with, R&L, UPS Freight and DB Schenker. Shipments are made using our carriers.  This protects your shipment (insurance) and ensures a better freight rate.  Under exceptional conditions, we may ship with another carrier at customers’ request.  The Customer would then assume complete responsibility for the shipment once it leaves our warehouse. If shipped using our carrier, a claim may be filed after two (2) weeks, from the scheduled delivery date.

Please contact Willow Way LLC Shipping Department at 765-886-4642 or email us at brandy@soapequipment.com to file such a claim.

International Shipments:

Should you Request your own Carrier:

If a customer requests a carrier other than one of our normal carriers, we reserve the right to charge for the time it takes for us to prepare the required Customs and Shipping Documents. It commonly takes more time to work with an unfamiliar carrier. The fee for the documents will be between $50 and $100 depending upon complexity.

Incorrect Information or Changes after Customs and Shipping Documents have been completed:

We request that you verify and double check all of your contact, shipping and Broker information. For your goods to smoothly flow through Customs and through Air or Ocean transit; proper titles, company or personal name, contact names, addresses, phone numbers, etc. must be < Legally > correct. If Customs finds that the information provided does not match < In Detail >, your information, as registered in your country, problems may result. This can take hours of our time in new paperwork and phone calls. Our charge for this is $50 per hour.

Once the documents have been created, should any information be incorrect, such as, wrong or insufficient address, company or personal name, broker information, contact information, etc., there will be an additional minimum fee of $100.00 to re-work the paperwork.

No “Incorrect Delivery” or “Lost Package” claims, will be honored after thirty (30) days from shipment date.

Shipment Packaging

We recycle everything we possibly can!

We pride ourselves in recycling as much as we can; this includes packing materials and boxes.

You will find our shipping cartons coming in various sizes and colors. We primarily use bubble wrap as our packaging material. It can be used many times over

 If you have special requirements, please let us know.

SoapEquipment.com - Frequently Asked Questions

Select a Category to view the associated Frequently Asked Questions

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Bath Bomb Presses

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Lip Balm and Pouring Trays

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Shrink Wrap

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Beginner Soap Makers Suggestions

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Liquid Soap

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Soap Making Tools and Accessories

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Candle Wax Equipment

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Loaf Soap Cutters

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Soap Making Questions

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Custom Single Bar Mold, Shapes, Graphic Designs

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Lye Tanks

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Soap Molds & Liners

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Drying Trays

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Oil - Wax Tanks (Melters)

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Soap Shaper

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Financing

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Pot Tippers & Pot Whippers

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Soap Stampers

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Formulation

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Professional Air Soap Cutter System

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Soapmaker Software

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General Information - Cutters & Molds & Mold Liners

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Professional Manual Soap Cutter System

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Start Up Questions

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General Questions

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Pumps

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Warranty

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Hot Process Soap

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Scales (General) - (Troubleshooting)

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Ingredients

bullet Shipping
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Willow Way LLC - Home Office

12873 W E Oler Road

Hagerstown, IN 47346

Sales, Design & Engineering

Phone: 765-886-4640  |  Fax: 765-886-4644

Click Here to Contact us

Willow Way LLC - Arkansas Office

Sales and

Customer Service

Phone: 870-429-8230

Click Here to Contact us

Willow Way LLC - Richmond Office

Richmond, Indiana

Web Design and

Marketing

Click Here to Contact us

 

USA - Office Hours: Eastern Time Zone - Monday thru Friday - 9:00AM - 5:00PM

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Copyright © 1996-2014 Willow Way, LLC. All rights reserved Worldwide

Use of this website signifies your agreement to the Terms of Use * All specials are for a limited time only. Offers cannot be combined with any other discount, offer, promotion or special incentive program and are not valid on: (a) prior purchases, (b) prior quotes or offers. Void where prohibited. Please visit the links above for more information including latest pricing, availability, and restrictions on each offer. Prices are in U.S. dollars (USD). All prices and product availability subject to change without notice. Unless noted, prices do not include shipping and applicable sales taxes.

Please call or e-mail us with any questions or to place an order.

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