Frequently Asked Questions
Check out our FAQ section where we include our most commonly asked questions!
Where are your products made?
All of our products are handmade by our fabulous team in either our Salt Lake City, UT production studio or in our Reno, NV shop.
Are they truly made by hand?
They truly are! Using raw ingredients and recipes developed by our team, we create 100% natural, small-batch skin, body, and wellness products. There are a couple products for which we haven’t been able to develop to perfection in-house (like liquid soap and liquid lotion) so we buy high-quality bases that meet our strict guidelines. We then customize them to reach our final product.
What is the shelf life of your products?
Our general rule of thumb is 12 months from the batch date written on your product though many products last MUCH longer. Solid products such as deodorants, balms, salves, and candles can last years (if stored + used properly). Michelle’s mom still has the very 1st Gardener’s Hand Salve made in 2015.
Here are products which we give a 6 month shelf life:
Shave Gel, Air + Linen Sprays, Armpit Detox, Pre-Shave Gel
The life of your product not only depends on the product itself but also in how it is treated at home. Please be sure to always dispense your products with + using clean, dry hands. Keep water out of the containers, and store them in cool, dry locations out of direct sunlight.
Do you test on animals?
Absolutely NOT and we NEVER will!
What makes Pantry different from other brands out there?
I mean, have you met us!? Jk but also, have you?
But, seriously, there are hundreds of brands in our market but there are not a lot of brands offering over 100+ 100% natural, handcrafted, small batch products…at a price point that is attainable for most.
We can tell, by looking at the batch date, which of our employees handcrafted a particular product.
We can tell you the exact ingredients used and, most of the time, you will recognize the names.
Have an allergy or sensitivity? We offer customization for most of our products.
We offer a 10% discount if you bring your containers back in for a refill including candles!
Looking for a particular product but can’t find it? Ask us! We have grown the majority of our product line based on our customers asking us “Do you make an XYZ?” and us working out the perfect recipe for it.
We truly care about you and want you to be happy.
Do you offer sales or discounts?
We do! If we offer a promotion, we notify all customers via our newsletter, Facebook + Instagram. With the way social media algorithms have been lately, our e-mail is the best way to stay in the know about sales as well as new products, events, wellness tips + more!
PS: we promise not to email too often!
Do you offer FREE samples?
Yes and no. It’s not a standard policy for us to offer samples on request but, if you visit us at a market or event, we often have complimentary goodies to hand out. If we see your name pop up often in our social and/or orders, we might drop a little bonus product into your order to show our appreciation for you. Or sometimes, we might just give ya a little something in store because we think you are fantastic!
While we would love to be able to give out freebies on a consistent basis, we are a teeny company. Every freebie we hand out costs us so we can't afford to give out a lot. If you visit a Pantry shop, we will have testers of several products for you to try. And we craft mini sizes of all of our personal care products so you can try them at home without committing to a full-size container.
Where can I find a Pantry store near me?
We have two physical stores locations in Reno, NV and Salt Lake City, UT.
If you are not located near us, you can search our Stockists map for a store offering our products: https://shoppantryproducts.com/map/
Can’t find a stockist in your area but know a store that would be perfect? Drop us a line to let us know and/or tell the store about us. We love a good referral!
When will my order ship?
Check out the Pantry Products’ Shipping Policy below:
DOMESTIC SHIPPING POLICY
-All orders for in-stock items are processed within 3-4 business days. Orders are not shipped on weekends or holidays.
-If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.
SHIPPING RATES & DELIVERY ESTIMATES
Shipping charges for your order will be calculated and displayed at checkout.
Customers located near or visiting our Reno, NV and Salt Lake City, UT shops may place orders online for free pickup. If you place an order for free pickup but you are not located near our shops, your order will be held at that location until the proper shipping rates are paid.
LOST OR DAMAGED PACKAGES
Pantry Products lovingly packages all of our orders so as to limit the risk of damage during shipment. If your item arrives damaged or is lost during shipping, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.
If you’re unable to resolve the issue with the shipping company, email email@example.com and we’ll see what we can do to help!
If you have entered the wrong shipping address and the package has already shipped, there is not much we can do. Please be sure to triple check addresses before submitting your order.
What is your return policy?
For health + hygiene reasons, bath, body, beauty, oral care, personal care and cleaning products are final sale.
Several types of goods are also exempt from being returned including seasonal products, non-Pantry made items including but not limited to jewelry, skincare tools, and artwork, items purchased on sale, gift cards, and workshops.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Returns must be started within 30 days of the original purchase date. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
There are certain situations where exchanges are granted. This includes an item not in its original condition, one that is damaged or missing parts for reasons not due to our error, any item that is returned more than 30 days after delivery.
The team at Pantry Products reserves the right to approve or decline refunds or exchanges but, rest assured, we aim to do our best to have happy customers. If you have a problem, reach out to use at firstname.lastname@example.org
How does Subscribe & Save work?
When you enroll in Subscribe & Save, you are enrolling in an auto-ship program for a particular product. Each Subscribe & Save enrollment is for a minimum of 3 billing auto-bill cycles set up in 1-,2-, or 3-month increments. By committing to future purchases, we thank you with 20% off of that item. In order to receive the discount, you must complete 3 billing cycles.
Can I cancel my subscription?
Of course! After you have met your 3 billing cycle commitment, you can log into your account and cancel. We cannot cancel subscriptions before the 3 cycle commitment has been completed.
What if I order a subscription on accident?
We know accidents happen. If you've accidentally enrolled and would like to cancel, we will send you an invoice for repayment of the 20% discount received and then we will gladly delete your subscription.