Question 1

How do I track my order?

Accepted Answer

Once your package ships, we’ll email you with tracking information.

Question 2

How do I cancel my order?

Accepted Answer

We allow cancellations up to one hour after the order is placed. First, log into your Black Mermaid account. Then, click My Orders - you’ll see options to reorder or cancel. The cancel option is only available if it’s within the hour time limit.

Question 3

Can I pick up my order?

Accepted Answer

Unfortunately, no. Black Mermaid does not have a retail location for customer pick up. If you have an urgent need,  we can try to accommodate you by upgrading your order to a rush order for a nominal fee. Please contact us at +1.404.907.3858 or info@blackmermaidsoaps.com.

Question 4

Do you offer bulk or special orders?

Accepted Answer

Absolutely. If you need a size larger than we offer on the website, email info@blackmermaidsoaps.com.

Question 5

What happens if my order is damaged or missing?

Accepted Answer

We can issue a refund or replace your missing, incorrect, or damaged items within 7 business days of purchase. Please check your order as soon as possible. If anything is missing or incorrect, call +1.404.907.3858 or email us at info@blackmermaidsoaps.com. It helps if you have your order number and a list of the items.
If your order is damaged, please take photos of the items, box, and labels and email it to us. If you choose a replacement, we’ll ship it to the original shipping address. If a package is sent to an incorrect address and returned to us, you are responsible for the cost to ship it again.

Question 6

Are your products tax exempt?

Accepted Answer

Georgia requires sales tax for online purchases. If your business is tax exempt and have a valid state permit, please send a copy of your permit to info@blackmermaidsoaps.com so that we can notate your account.

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Frequently asked questions