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Frequently Asked Questions

How We Got Started

Catherine Failor is a pioneer handmade soap maker the founder of Milky Way Molds. In 1990, she launched Copra Soap, which manufactured the very first embedded soaps on the market. In 1998, she noticed a lack of soap molds on the market and decided to start a mold business. In 1998, Catherine taught herself to sculpt and introduced the first line of Milky Way soap molds.

After nearly 20 years in the plastic mold business the company was acquired in 2016 by Crafter’s Choice Brands, a business dedicated to bringing high quality soap making supplies to professionals, small businesses and hobbyists in both the US and internationally.

Hours of Operation:

Office - Hours of Operation: Customer service is available by phone Monday through Friday from 9:00 a.m. to 4:00 p.m., Eastern Standard Time. We are closed for lunch from 12:00 p.m. to 1:00 p.m. daily. You may reach customer service at 1-800-359-0944.

Distribution Center – Hours of Operation: The distribution center picks, packs and prepares shipment of orders from 7:30 a.m. to 4:00 p.m. UPS typically picks up boxes packed throughout the day with their last pick up time at 3:00 p.m. While customers may receive an email that their order has shipped, the freight trucks carrying your box may not arrive to the UPS terminal until after 6:00 p.m. We suggest accessing UPS tracking after 7:00 p.m., Eastern Standard Time.

Placing Your Order

Placing orders: Our website is considered to be the best in the business and is open 24 hours a day, 7 days a week and 365 days a year at www.MilkyWayMolds.com.

Payment Methods: We accept Visa, MasterCard, Discover, and PayPal. We do not accept personal checks. Money Orders can be mailed to:

Crafter’s Choice Brands
7820 E Pleasant Valley Rd.
Independence, Ohio 44131


Out of Stock Items: If an item is out of stock, we will create a backorder for the item and ship the remaining items on the order. When this happens you will be notified by email. Backorders are shipped at no cost to the customer. If you wish to cancel a backorder and receive a refund, simply call customer service at 1-800-359-0944.

Receiving Your Order:

Order Processing Times: We strive to process all orders within 1-3 business days. There are occasions when we need additional time to fulfill orders. These include days following extraordinary sales/specials and after company holidays. If you are in a pinch and need to line jump your order in front of others, consider selecting “Line Jump” at checkout and we will print your order with the next batch headed to the warehouse for fulfillment. We can’t guarantee it will ship that same day but we will do all we can to make sure to get your order on the next UPS truck.

Company Closure Days: We are closed most national holidays as well as various companywide in-service and inventory count days throughout the year. Click HERE to view our planned closure schedule.

Shipping – Contiguous US: We ship using UPS. Orders over $40 have Free UPS Ground Shipping. Orders less than $40 ship for a flat $7.95. Customer can be responsible for $15/box fee to redirect any package. PO Box addresses cannot be honored as we need a physical address for delivery.

Shipping – Off Shore: We ship to APO, International and Off-Shore States via US Postal Priority Mail. All orders shipping to US Territories or International must have a signed international shipping agreement on file with us. Click HERE to access the agreement. We are now offering free shipping for orders over $40 via US Postal to HI and AK.

Handling Fee: All orders have a small handling fee of $5. This fee covers the cost of packing boxes, packing material, shipping labels and labor to prepare your shipment.

Shipping Transit Times: Once your package leaves our facility the shipping carrier determines the transit times. UPS transit times vary, depending on your location, time of year and extreme weather. Click HERE to view their map of anticipated state transit times. They typically take longer to ship during the fall holiday season and nationwide online Black Friday sale days. US Postal Priority Mail typically requires a minimum of 2-3 transit days.

Pick-Up Policy: For your safety and our operational efficiency, our distribution center is closed to visitors and walk-in customers.

Handmade Studio: Handmade Studio is our flagship retail location on the same property as Milky Way Molds. The studio carries a partial line of Crafter’s Choice products at retail prices (slightly higher than Milky Way Molds). At the studio you can buy supplies for home use, make projects on-site, have parties, attend classes or workshops and network with others that share in the passion of handmade cosmetics and soap making.

Order Changes, Damages & Returns

Order Changes & Cancellations: We understand that life can change quickly and with that your pending order may require adjustment. It is our pleasure to help you with your needs. Orders that have not gone to the warehouse for fulfillment may be “added-to” or “canceled”. Unfortunately orders cannot be changed. Instead these orders need to be canceled and refunded prior to a new order being placed and paid. Please call customer service for assistance with any order at 1-800-359-0944.

Damaged or Missing Items: Wholesale Supplies Plus handles all of our customer service phone calls and service needs. We are highly committed to making sure you receive outstanding products in perfect condition. If your order is damaged we ask that you immediately contact us at 1-800-359-0944 so that we can initiate an investigation and claim with UPS. We will need photos of items, the shipping box and labels. We are happy to help replace or refund your missing or damaged items within 15 days of purchase. If you are missing any item ordered, we deeply apologize. We would like to get you these products as soon as possible therefore we ask that you notify us within 15 days of purchase. We will get you the missing items out right away.

Returns: Your complete satisfaction is our goal. We know it's sometimes necessary to return or exchange an item. In the event you would like to return a product purchased at MilkyWayMolds.com, the following applies.

•  Must notify us within 15 days of purchase (7 days of receipt)
•  A 20% restocking fee
•  Credit to credit card or store credit (customer can choose)
•  Fees such as line jumping, handling, shipping, import/export are non-refundable
•  100% of the product must be returned.

To return an item, simply follow these steps:

1. Call us so that we may answer any question and know that a return is on its way. Our toll free number is 1-800-359-0944.
2. Place a copy of your order in the return box. If you do not have a copy, please include a letter stating the item you are returning and why. Include your name, address and phone number so that we may properly process your return.
3. Ship the return item using the carrier of your choice to our address:

Crafter’s Choice Brands
c/o Returns Department
7820 E Pleasant Valley Road
Independence, Ohio 44131


Donate Your Change Program

When placing your order online at MilkyWayMolds.com you are given the choice on the final stage of the checkout process to “Round Up” your order. This program rounds your order to the nearest dollar to benefit worthwhile causes such as Life Center for Autism. In addition to your donation, there is a WSP donation for this great cause. Click Here to view program details.
Commitment to Giving Back

Milky Way Molds and Crafter’s Choice Brands believes that corporations have the responsibility to give back to the communities in which they serve. Our charity of choice is Life Center for Autism Foundation (LCA), an established 501(c)3 organization with the mission of providing social opportunities to those impacted by autism. Past donations have been given to support therapeutic riding programs, a culinary kitchen for an adult autism program, horticulture gardens for adults with special needs and a “soap shop” learning center at a special needs high school. In addition to supporting LCA, Crafter’s Choice is a work site for special needs students and we support families in need throughout the year.
 
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