Frequently Asked Questions

Got a question? Feel free to view our frequently-asked questions below to find the answers.

General

Where are you located?

Our legendary soap studio is located in Burnaby, Canada. We are happy to help you find your favorite Bath Treats here on this site, or you can search for our Bath Treats from your nearest Nana+Livy retailers.

Can I contact you by phone?

We’re not able to offer phone support at this time. The best way to contact us is by email (shop@nanaxlivy.com) and we’ll do our best to get back to you as soon as possible. Also, please make sure to be as detailed as possible in your email regarding your matter. This will help us to assist you better and answer your question.

Our Bath Treats

What is cold process soap?

Cold process soap is made by mixing oils and an alkali, such as sodium hydroxide, a.k.a. lye in most cases. The combination goes through a chemical reaction called saponification where the oils react with the lye to form soap and glycerine. The benefit of cold process soap is having complete control over ingredients. Depending on the formula, most of our cold process soaps will be ready for usage in a month’s time. Our baby soaps, however, will take at least 6 months to cure. All of our soaps are cold process soaps.

Will there be lye remaining in my soaps?

No. After saponification, there shouldn’t be any trace of lye left but soap, glycerine and a small portion of unsaponified natural oils. We test the pH level of our soaps after saponification to ensure the soaps are not lye-heavy, and that they are safe to use.

How long will my soaps last?

That depends on how they are stored and how they are placed in between uses. Typically, a good bar of soap can last up to 100 washes – way longer than a bottle of liquid soap! To extend the life of your soap, leave it to dry on a dish that drains.

Is there an expiry date on my soaps?

Mold will not grow in cold process soaps due to the pH level, so there is no need for preservatives in our soaps. However, we recommend using the soaps within one year of purchase for best results before the scent fades.

Are your handmade bath treats 100% natural?

The definition of natural is different for everybody. In general, most people do not consider fragrance oil and synthetic colorants, such as iron oxides, ultramarine oxides and micas, natural as they are manufactured in labs. In some of our soaps, we have added either one or both of the ingredients to achieve the perfect scent when it is not possible to do so with essential oil and for cosmetic purposes. Please refer to the description of each bath treat for more details.

Why do my soaps look different from each other?

Our bath treats are handcrafted in small batches to ensure quality. Since all bath treats are handcrafted, it is uncommon to have them made identical to each other. Our products may show slight variance from photos and from each other.

Wholesale

Do you offer wholesale or bulk discounts?

Absolutely! Whether you are a vendor looking for custom label, a stockist looking for inventory, or a customer looking for personalized party favors, we’ve got you covered! Please send us an email at shop@nanaxlivy.com for details. Minimum quantity applies.

Orders and Shipping

Where do you ship to and what are your shipping methods?

Currently, we only ship to Canada and the United States from our location in Vancouver, Canada. We ship all our bath treats via Canada Post and UPS. However, if you would like us to ship elsewhere, please contact us for more information before making an order.

How much does shipping cost?

We offer a flat rate of $12 for shipping to Canada, and a flat rate of $15 for shipping to the United States.

Do you offer free shipping?

Absolutely! We offer free shipping on orders of $50+. Otherwise, we offer a flat rate of $12 for shipping to Canada and a flat rate of $15 for shipping to the United States.

Can I arrange for local pick-ups?

Yes, but only if you are located in the Greater Vancouver Area. We are happy to arrange local pick-up at our soap studio in Burnaby, BC. Contact us for more details.

How long will my order take to arrive?

The time we need to prepare an order for shipping is usually 1 to 3 business days. The estimated shipping time is 3 to 7 days if shipping within Canada, and 5 to 10 days if shipping to the United States.

Where is my order?

To track your order, simply go to our Order Tracking page and follow the instruction there. Both Order ID and Billing Email are required in order to track your order.

What forms of payment do you accept?

We accept all major credit cards including Visa, MasterCard, American Express, and Discover. We also accept PayPal.

Do you offer gift cards?

We offer digital gift cards with values ranging from $10 to $100. Gift cards may be redeemed on-line only, and the gift card purchases are non-refundable. Once purchased, the digital gift cards will be sent to a recipient via email.

Do you offer gift wrapping?

We are eco-conscious, so we do not offer the gift wrapping option to any of our bath treats, including custom order such as the personalized party favors. However, while most of our packaging is recyclable, we do offer the option for our customers to purchase our soaps naked with no packaging at all. Please write us a note during your order checkout if you don’t require packaging.

What currency are your prices in?

All purchases are payable in Canadian Dollars (CAD), and prices for all of our items are listed in CAD.

Returns and Exchanges

Do you accept return and exchange?

Customer satisfaction is of utmost importance to us, and we take great pride in delivering quality products. However, we do not accept returns or exchanges on our bath treats as they are considered as personal hygiene products.

What is your cancellation policy?

We accept cancellations before your items are shipped out. Please contact shop@nanaxlivy.com as soon as possible to make a cancellation, and include your Order ID in the cancellation request email.

What if my item is damaged, defective, or incorrect?

If you received a damaged or incorrect item, please email us at shop@nanaxlivy.com within 48 hours upon receiving your item. In the email, please include a photo of the damaged or the wrong item you received, as well as your Order ID. We will gladly take care of it for you!

Got More Questions?

If we haven’t answered your questions on this page, please contact us directly and we’ll gladly help you.