Customer Service

Our Policy

Customer service is number one at Willow Way and SoapEquipment.com. If you need to contact us for any customer service issue, please feel free to do so. We will work with you to solve any problem (s) that may arise.

How to contact customer service:

Mail:

Willow Way LLC

5697 East 300 North

Greenfield, Indiana 46140

Phone:

317-467-8645

Texas:

972-620-1108

Fax:

317-467-9795

E-mail addresses:

Customer Service

Sales Department

Website Issues

When to contact us

Please Check the Questions page first. If this does not answer your questions, then please contact us.

Also check out our Video Page to see some of our products in action...

Privacy Policy

Any information you provide to us will be kept confidential and used to support your customer relationship with SoapEquipment.com and Willow Way LLC. Among other things, we want to help you quickly find information on SoapEquipment.com and alert you to product upgrades, special offers, updated information and other new products and services from SoapEquipment.com and Willow Way LLC.

Information regarding you (such as name, address and phone number) or your order and the products you purchase will not be given or sold to any outside organization.

We will send you information about our various products and services, or other products and services we feel may be of interest to you.

At any time you can easily opt-out of receiving further marketing e-mails from SoapEquipment.com and Willow Way LLC by just Clicking Here .

Warranty Information

Warranty is provided to original purchaser and is Non Transferable.

One year parts and labor, three years parts on products manufactured by Willow Way LLC.

Paid shipping for one year to and from the purchasers address is included in warranty for products manufactured by Willow Way LLC.

Parts for products manufactured by Willow Way LLC are shipped free of charge, to the customer for three years.

Products not manufactured by Willow Way LLC will be covered by the original manufacturers warranty. In general, body care and soap manufacturing equipment such as Soap Cutters, Soap Molds, Soap Oil - Candle Wax Heaters, Soap Stampers, Bath Bombs, are products manufactured by Willow Way LLC.

If in doubt when purchasing, as to which products are not Willow Way products; please contact us

Wire breakage is not included in the warranty, extra wire is supplied with each soap cutter.

If we determine that the failure was due to negligence, abuse or misuse, the customer is fully responsible for shipping, parts and labor for that part of the failed condition.

We are not responsible for loss of, time, materials or labor costs in any way.

Prior to shipping back any parts or equipment please contact us for return authorization.

We reserve the right to make changes without prior written notice.

Merchandise Returns

If you want to return a piece of merchandise for a credit, you must first receive an RMA (Returned Merchandise Number) from us. Please call 317-467-8645.

	We will not credit shipping costs for the Returned Merchandise.
	If approved for return and merchandise is Un-USED; it is subject to a minimum of 25% restocking charge.
	If approved for return and merchandise is USED; it is subject to a minimum of 50% restocking and refurbishing charge.
	Once the merchandise has been received and inspected, we will notify you by e-mail or fax the amount of credit. Credit will be paid by check.
	The deposit on custom equipment is nonrefundable once design work on the piece or project has begun.

This policy does not apply to custom equipment, which is not returnable.

Damage Claims / Order Errors

Things do happen, whether it’s human error in filling the order or damage in shipment, whatever the case, please inspect your shipment upon delivery.

	You should at immediately report any losses, shortages or damage to the delivery person.
	Call, fax or email us, with details as to the extent of damage.
	Save damaged goods, cartons and packaging materials until the claim is settled.
	We will either ship replacements to you or allow credit on the next purchase.
	In the event the contents do not match the packing slip, or the items or quantities are not what you expected, please notify us immediately by phone, fax or email.
	We will correct any errors that we have made right away.
	There are no returns; except for replacement due to shipping damage or order filling error.
	The deposit on custom equipment is non-refundable once design work on the piece or project has begun.