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FAQs

Here’s everything you need to know....

Shipping & Delivery

What are SCRUB & BUTTER's shipping and delivery details?

We offer a variety of shipping services that range from local delivery/pick up to Canada Post.

Domestic shipping is FREE for orders over $100. 

What should I expect once my order has been placed?

Step 1) Place your order online. (An order confirmation will be emailed immediately.)

Step 2) Orders are processed within 1-3 business days.

Note: During periods of high demand, processing may take 4-6 business days.

Step 3) Once your order is processed you will receive an email notification letting you know that your order is on its way to you. 

Due to COVID-19 measures and mandates delivery may take longer than usual. Please be patient with us. If your order has not arrived within 15 business days, contact us immediately.

How do I track my order?

Once your order is ready to be shipped you will receive an email notification with your Tracking #. Please allow 3-7 days for processing on all orders. 

Note: You will only receive a tracking number if you select a shipping option with a tracking number

Having problems with your tracking number?

We hate when that happens! Sometimes it can take the carrier 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, email us at scrubandbutter@hotmail.com, or send us a DM on Instagram (@scrubandbutter), and we'll do our best to help sort things out. 

Why hasn't my international item been delivered to me yet?

International orders must clear customs. Depending upon volumes at customs, delays may occur. 

If you track your item online and the status shows that it is with customs, please note that we cannot intervene. Your item will be delivered by the carrier promptly upon release. 

Where does SCRUB & BUTTER ship?

SCRUB & BUTTER currently ships across Canada and the U.S. You may experience longer delivery times when shipping to Hawaii, Alaska, and U.S. territories.

Why isn’t SCRUB & BUTTER everywhere around the world? 

We are working on it as we speak! Tag us @SCRUBANDBUTTER to let us know where you live.

Can I edit my shipping address?

If your order is shipping to an incorrect address, email us at scrubandbutter@hotmail.com, or send us a DM on Instagram (@scrubandbutter) ASAP. Unfortunately, if you have already received a tracking number from us then no changes or updates can be made to your order.

Local Delivery/Pick Up:

LOCAL DELIVERY (Drop Off): You will receive a text from a member of the Scrub & Butter team to arrange a date/time for delivery. 

PICK UP: Once you receive a notification that your order is ready for pick up, Please text Alyson, our Operations Manager at 6474721989 with your name and order number to arrange a date and time for pick up.

Have a random or weird question you want to ask us at SCRUB & BUTTER?

It’s okay, we are here to listen! email us at scrubandbutter@hotmail.com, or send us a DM on Instagram (@scrubandbutter) and you will get a quick, personal reply ASAP.

Returns & Exchanges

How do I place a return or exchange?

We're sorry it didn’t work out. Please reach out to scrubandbutter@hotmail.com with your order number and the product(s) you'd like to exchange or return, and we'll walk you through our return process.

What is SCRUB & BUTTER’s refund policy?

Our refund policy can be found here.

How long does it take to process a BASE BUTTER return?

Once your refund is approved, and we’ve received your returned items, you’ll be automatically refunded on your original payment method. Credit card refunds can take up to 5-10 business days to appear on your statement.

What should I do if I receive the wrong product?

Our bad! Please accept our apology. Email us at scrubandbutter@hotmail.com, or send us a DM on Instagram (@scrubandbutter) ASAP and we’ll be sure to get you the SCRUB & BUTTER you ordered!

Billing

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

What forms of payment do you accept?

We accept Paypal, Visa, MasterCard, American Express, and other major credit cards or debit cards. Unfortunately, we cannot accept checks or money orders. 

What can I do if my payment is declined?

Check that your card’s billing details (such as the security code and billing address) match what you’ve entered.

Is your card expired?

Your card issuer may have declined your payment. They don’t tell us why for security purposes, so it’s best to check with them.

If none of these work or apply, email us at scrubandbutter@hotmail.com, or send us a DM on Instagram (@scrubandbutter).

The SCRUB & BUTTER Club

OUR SCRUB & BUTTER CLUB SUBSCRIPTION PROGRAM 

What is the SCRUB & BUTTER Club Subscription program?

The SCRUB & BUTTER Club Subscription program is an auto-reorder service - our goal is to make your life easier! We want to help keep you stocked with your favourite products, while also saving you 5% on all recurring orders. Sign up here!

When will my 5% discount be applied to my subscription?

Your 5% discount will be applied on your second order, and beyond. 

How does the SCRUB & BUTTER Club Subscription program work?

Subscriptions are available on all of our products*. On each product page, you will have the option to click on subscribe or one-time purchase, click on subscribe. You will then be given the option of how often you’d like to receive your product(s) - every month, 2 months, 3 months, or 6 months. 

*Subscriptions are not available on any collaboration, or special edition products (ie. our candles). 

EDITING YOUR SCRUB & BUTTER CLUB SUBSCRIPTION 

Can I edit my SCRUB & BUTTER Club Subscription?

Yes! After you have met your minimum of two (2) SCRUB & BUTTER Club orders, you may add or subtract products to your current SCRUB & BUTTER Club subscription up to 5 days before the next scheduled shipment.

Can I pause my SCRUB & BUTTER Club Subscription

Yes! Just log in to your SCRUB & BUTTER Club account here and select the shipments you’d like to pause. Please note that upcoming shipments must be paused at least 5 days before they are scheduled to go out.

Can I cancel my SCRUB & BUTTER Club Subscription?

You may cancel up to 5 business days before your next scheduled shipment and after 2 billing cycles.

How many days before my next SCRUB & BUTTER order do I have to cancel my subscription?

You will have 5 business days before your next SCRUB & BUTTER order to cancel your subscription. 

SHIPPING 

What if I move?

If you need to update your shipping address, please log in to your SCRUB & BUTTER Club account here and select “Manage Subscriptions → Manage → Update Address” from the dropdown menu.

Will I get reminded about my next shipment?

Yes, you will receive an email notification 5 days before your next scheduled shipment.

PAYMENT 

Can I update my payment?

Yes. You can update your credit card information by logging into your SCRUB & BUTTER Club account here and selecting “Manage Subscriptions → Manage → View/Update Card.”

Can I apply another discount code to my membership?

We're sorry but additional discount codes cannot be used on SCRUB & BUTTER Club orders. 

What happens if my card is declined?

We will attempt to process payment 3 times (once a day for 3 days) after a card is declined. If the payment doesn’t go through after 3 attempts, your SCRUB & BUTTER Club Subscription will be canceled.

OUR SCRUB & BUTTER CLUB REWARDS PROGRAM 

What is the SCRUB & BUTTER Club Rewards program?

The SCRUB & BUTTER Club Rewards program is a way for you to earn points, which you can turn into dollar discounts on all of our products. 

How does the SCRUB & BUTTER Club Rewards program work?

It’s simple, each time you make a purchase or do any of the items below you will earn points. You can then turn those points into cash, and redeem points on any eligible purchases of $25+ CAD (after discounts and before applicable taxes and shipping fees) at checkout. 

How do I sign up for the SCRUB & BUTTER Club Rewards program?

If you have an active SCRUB & BUTTER Club account, you’re already in the SCRUB & BUTTER Club Rewards program! If you don’t have an account, click here to sign up.

EARNING POINTS 

How do I earn points?

Many ways! You’ll earn 200 points just by creating a SCRUB & BUTTER Club account. You can always earn points in the following ways:

200 points for creating a SCRUB & BUTTER Club account

4 points for every $1 you spend

200 points when you celebrate your birthday

200 points for a Google review*

50 points for sharing on Facebook

50 points for following us on Instagram

50 points for liking us on Facebook

500 points for posting a picture/video on your Instagram feed and tagging us* 

*These points will be added to your account by the SCRUB & BUTTER Team manually, please allow for 5-7 business days for your account to be updated. 

How do I redeem points?

You may redeem points on any eligible purchases of $25+ CAD (after discounts and before applicable taxes and shipping fees), you will have the option to redeem points at checkout via a dropdown menu. 

How do I check my balance?

Sign in to your account here to see your points balance and current tier information.

Do points expire?

Yes. After 12 months of inactivity (defined as no points earned and no points redeems) your points will expire.

What happens to my points if I return an item(s)?

The points originally earned will be withdrawn from your SCRUB & BUTTER Club account. If you have already redeemed a reward with the points you earned from the returned items, your SCRUB & BUTTER Club account may go into the negative once we take the points from the returned purchase back.

I earned points, but they aren’t showing up, why?

Purchases must be made with the same email address associated with your SCRUB & BUTTER Club account in order to qualify for points. You can check your order history here to make sure the email address matches. It may take up to 48 hours for points to be reflected in your SCRUB & BUTTER Club account summary.

I canceled an order that I purchased with my points, and the points have not reappeared in my SCRUB & BUTTER Club rewards account, why?

If you cancel an order that was paid entirely by points, it may take up to 48 hours for the points to appear in your SCRUB & BUTTER Club account. If you don’t see the points following this 48-hour window, please contact us at scrubandbutter@hotmail.com 

Do I earn points as a member of the SCRUB & BUTTER Club subscription program?

Yes! Creating a SCRUB & BUTTER account of any kind, including being a member of our subscription program, you earn 200 points. 

Is there anything I cannot use my points to purchase?

Unfortunately, you will not be able to use your points to purchase any special collaboration projects (ie. our candle). 

Product

Where can I find out more info about SCRUB & BUTTER products and ingredients?

You can learn all about our products on their individual product pages, and you can learn more about our ingredients here (link to ingredients page).

Questions, suggestions, or thoughts? Email us at scrubandbutter@hotmail.com and let's chat.  

Will SCRUB & BUTTER products melt/dry/freeze/expire/etc?

Valid question. If the product is exposed to excessive heat or cold there is a chance the consistency may be altered. Luckily, that doesn't change the effectiveness of our products. Each of our products have a certain shelf life, and we recommend that they be used within that time period for best product quality…. but we think you’ll love them so much that this won’t even be an issue.

Does SCRUB & BUTTER test on animals?

Do companies still do that? Well, you will be happy to know that we don’t, and never will.

Will SCRUB & BUTTER help with things like dry skin, eczema, or extreme sensitivity?

SCRUB & BUTTER products are designed with you and your skin obstacles in mind. Our ingredients are carefully selected in order to nourish skin, combat inflammation and keep even the most sensitive skin happy.

Is SCRUB & BUTTER for sensitive skin types?

Yes, our products are designed with sensitive skin in mind... BUT (and this is an important but) everyone is different. We suggest trying our products on a small area on the inside of your wrist and watching for any skin reactions for 24 hours before applying anything to your face. Then, you can try another spot test just below your jawline. If you have any known allergies, please check the ingredients.

Where was SCRUB & BUTTER manufactured and formulated?

It was manufactured in Canada and complies with all FDA skincare standards.

Will I see results with SCRUB & BUTTER? And if so when?

At our core we celebrate differences, so we lead by acknowledging everyone has a different skin journey. Everyone uses different combinations of products and honestly, people lead different lifestyles,  so the timing of positive changes will vary from person to person. Read our customer reviews here (insert link to customer reviews) to see how people all over are loving SCRUB & BUTTER.

Are there parabens in SCRUB & BUTTER products?

SCRUB & BUTTER is formulated without parabens, sodium lauryl sulfates, synthetic dyes, petrochemicals, animal by-products, phthalates, GMOs, silicone, or triclosan.

Are the ingredients natural, non-GMO or organic in SCRUB & BUTTER?

SCRUB & BUTTER products are natural when they make sense, always non-GMO and organic as often as they can be.

Are SCRUB & BUTTER products “alcohol-free”?

Yes

Are SCRUB & BUTTER products non-comedogenic (don’t clog pores)?

Yes. Our products are non-comedogenic.

Do SCRUB & BUTTER products contain fragrance?

Our Oat Scrub and Body Butter contain fragrance, but are both available in a fragrance-free option. All of our other products are naturally scented.

Do SCRUB & BUTTER products expire?

Each  SCRUB & BUTTER product has a different shelf life, which can be found on your jar or on each product’s product page. 

Are there SCRUB & BUTTER products ingredients that are not included on the website or packaging?

No. We value transparency. All of our ingredients are listed on our website and packaging.

How often should I use SCRUB & BUTTER products?

You can use our butters as often as you’d like - we recommend twice daily, or as you see fit. Our scrubs should be used no more than 2x a week.

I want to share a testimonial for SCRUB & BUTTER products. Where do I send it?

We love to hear your experience and stories -- visit our product pages to leave a review, send us an email scrubandbutter@hotmail.com, or send us a DM on Instagram (@scrubandbutter)! 

How can I stay up to date on the latest products and promotions?

Join our newsletter! Scroll to the bottom of this page and enter your email.

I am interested in selling BASE BUTTER.  Where do I obtain wholesale or affiliate information?

You can find out more information about our wholesale program here (link to wholesale page)

SCRUB & BUTTER

When is the next SCRUB & BUTTER product launching?

We’re always thinking of new things to introduce. The idea is to launch when it makes sense, whether that’s a whole new line extension or the improvement of our current portfolio.  So to answer your question, every day is launch day for us. Join our email list to be the first to know when we drop something new.

How can I get involved with SCRUB & BUTTER?

We are rapidly growing! Send us an email scrubandbutter@hotmail.com, or DM us on Instagram (@scrubandbutter), and let us know where you think you would fit in.