Frequently Asked Questions
About Our Products
Are your products really all-natural?
Yes. Every product is made with natural ingredients — no harsh chemicals, synthetic fragrances, or artificial dyes. We keep our ingredient lists simple and honest. If you have specific allergy concerns, please review the ingredient list on each product page before purchasing.
Where are your products made?
Everything is handmade by Chance in small batches in Decatur, Illinois. We don’t use a factory or manufacturer — every product is crafted by hand with care.
My product looks slightly different from the photo. Is that normal?
Yes, that’s completely normal with handmade, natural products. Minor variations in color, texture, or scent can occur between batches due to the nature of natural ingredients. These are not defects — they’re a sign that your product is genuinely handmade. Product photos may also be enhanced or modified using AI tools; see our Terms of Service for details.
Are your products safe for kids and pets?
Our products are made with natural ingredients, but they are household cleaning products and should be kept out of reach of children and pets. Always follow the usage directions on each product. If you have specific concerns, consult with a healthcare provider before use.
Do you use AI in your product photos?
Some product images on our website may be enhanced or modified using AI tools. These images are based on our real products but may be stylized. We’re committed to being transparent about this — see our Terms of Service for our full AI disclosure.
Ordering & Payment
Why do I need to sign at checkout?
We require an electronic signature at checkout to confirm that you’ve read and agreed to our no-refund policy and Terms of Service. This is a legally binding agreement under the E-SIGN Act. We also record your IP address and timestamp for fraud prevention.
Can I cancel or change my order after placing it?
Because our products are handmade to order, we begin processing immediately. Contact us as soon as possible if you need to make a change — we’ll do our best to help before your order ships, but we cannot guarantee changes can be made after placement.
What payment methods do you accept?
We accept all major credit and debit cards through our secure checkout. Payment is processed by our payment processor — we never store your full card details.
Do you offer discounts or coupons?
We occasionally offer promotions. Follow us on social media or sign up for our newsletter to stay updated on any deals.
Shipping & Delivery
How long does shipping take?
Orders are processed and shipped within 3–7 business days. Once shipped, delivery typically takes 2–5 business days depending on your location and carrier. See our full Shipping Policy for details.
Do you offer free shipping?
Yes! All U.S. orders over $50 qualify for free shipping, applied automatically at checkout.
Do you offer local delivery?
Yes, we offer free local delivery in the Decatur, IL area. Please contact us before placing your order to arrange local delivery.
Can I pick up my order in person?
Our products are available in person at AYB Gifts & Candle Bar (118 N Walnut St, Colfax, IA). No need to order online if you’re nearby!
How do I track my order?
You’ll receive a shipping confirmation email with a tracking number. You can also view tracking in your My Account under order details.
Returns & Refunds
What is your return policy?
All sales are final. We do not accept returns or exchanges. Because our products are handmade in small batches, we cannot resell returned items. Please review the full Refund Policy before purchasing.
What if my order arrives damaged?
If your item arrives physically damaged, contact us within 48 hours of delivery with your order number and photos of the damage. We’ll review on a case-by-case basis. We are not responsible for carrier damage after handoff.
What if I received the wrong item?
If we sent you the wrong product entirely, contact us within 48 hours with your order number and a photo. We’ll make it right.
Other Questions
Do you do custom orders?
We love custom requests! Contact us with your idea and we’ll let you know what’s possible.
What is your mental health mission?
Beyond making great cleaning products, we’re deeply committed to mental health awareness and suicide prevention. We use our platform to spread kindness, normalize conversations about mental health, and remind people that support is available. If you’re struggling, please call or text 988 for free, confidential support anytime.
I still have a question that isn’t answered here.
We’re happy to help! Contact us and we’ll get back to you within 1–2 business days.