Frequently asked questions
Choosing your path
What’s the difference between semi-custom and full custom?
What’s the difference between semi-custom and full custom?
Semi-custom is the made-to-order path. You start with a proven cold process bar, choose the available options, and order directly through the site.
Full custom is the development path. Our in-house R&D team creates an exclusive cold process formula from scratch around your requirements.
Semi-custom is best for lower minimums and a faster start. Full custom is best when you need a formula that is entirely your own.
What’s the difference between White Label and Artisan?
What’s the difference between White Label and Artisan?
White Label and Artisan are our two semi-custom lines.
White Label gives you the most flexibility. You choose the bar, base, liquid alternative, size, packaging, and quantity.
Artisan gives you a more finished swirl-top presentation with fewer decisions. You choose the design, base, and packaging, and order in 48-bar sets.
In short, choose White Label for the most control. Choose Artisan for a decorative bar with a polished presentation.
Which path is right for me?
Which path is right for me?
Choose semi-custom if you want to start with a proven bar, keep minimums low, and move through a clear online ordering process.
Choose full custom if you need an exclusive formula, specific ingredients, unique claims, or requirements that call for development from scratch.
If you’re deciding between the semi-custom lines, White Label offers more flexibility. Artisan offers a more designed bar with fewer choices to make.
Quantities and lead times
What's the minimum order?
What's the minimum order?
Minimums depend on the path. White Label starts at one loaf, about 9 to 21 bars depending on size. Artisan starts at one 48-bar set. Full custom starts at 1,000 bars per SKU.
How do quantities work?
How do quantities work?
For White Label, choose your bar size first, then order by loaf, slab, or block. Larger units lower the per-bar price, and exact counts and pricing are shown on each product page as you build your order. Artisan bars are sold in 48-bar sets.
What are your lead times?
What are your lead times?
Everything is made to order. Semi-custom orders usually ship in about 2 to 4 weeks. Full custom timelines depend on formula development, testing, and order size, and we’ll confirm the schedule as we scope your project.
Can you handle large volumes?
Can you handle large volumes?
Yes. We manufacture in a 44,000-square-foot Arizona facility with capacity for up to 50,000 bars a day, supporting everything from first runs to full-scale production. As your needs grow, your soap production can grow with us.
Customization and formulation
What can I customize?
What can I customize?
It depends on the path.
With White Label, you choose the bar, base, liquid alternative, size, packaging, and quantity.
With Artisan, you choose the design, base, and packaging, with each order sold in 48-bar sets.
With Full Custom, our R&D team develops a formula from scratch around your ingredients, scent, finish, and project requirements.
Can I change something that isn't on the semi-custom menu?
Can I change something that isn't on the semi-custom menu?
Not within semi-custom. Semi-custom is built around set options so ordering stays clear, low-minimum, and made to order.
If you need a different ingredient, scent, size, claim, or formula adjustment, that moves into Full Custom. That is where our R&D team can develop it properly and make it exclusive to you.
What's in your soap?
What's in your soap?
Every bar starts with quality oils and butters and is made using the cold process method. Ingredients vary by formula and selected options.
Our formulations are always phthalate-, SLS-, and SLES-free, with palm-free options available. Full ingredient lists are shown on each product page.
Can you meet retailer clean standards like Clean at Sephora or Target Clean?
Can you meet retailer clean standards like Clean at Sephora or Target Clean?
Through Full Custom, we can formulate toward specific retailer or clean-standard requirements you provide.
Share the program and any restricted ingredient list in your project questionnaire, and our R&D team will build around those requirements from the start. For semi-custom, the formula is already set, so review the ingredient list before ordering to confirm it fits your needs.
What are my scent options?
What are my scent options?
For semi-custom, scent is set by the bar you choose. You can browse White Label and Artisan options by scent family, including unscented bars.
For Full Custom, we can work with essential oils, natural fragrance, or fragrance oils suited to cold process soap. If you already work with a fragrance house, we can review what they provide. If not, we can help source options.
Is my custom formula exclusive to me?
Is my custom formula exclusive to me?
Yes. Full Custom formulas are developed exclusively for you, and we do not produce that formula for another customer.
Can you stamp my logo on the bars?
Can you stamp my logo on the bars?
Yes, on full custom orders. You provide the stamp, and we use the Soap Press Hand Press from SoapEquipment.com; if you contact them directly and mention you are ordering a stamp for The Soap Gal, they will set you up with one that fits our equipment.
We typically request three matching stamps for production. Stamping adds a per-bar fee, and slight variation in impression depth is normal with cold process soap.
Documentation and quality checks
What documentation do you provide?
What documentation do you provide?
We maintain production records for traceability and can provide documentation on request, including COA, SDS, and batch pH results. If you need documentation for internal review or retailer requirements, let us know what you need and we’ll confirm what applies to your order.
Do you test your soap?
Do you test your soap?
Yes. Every batch is pH tested as part of our quality control process, and batch records are maintained for traceability. This is quality testing, not product claim substantiation.
Do you offer product claim testing?
Do you offer product claim testing?
We do not provide claim substantiation testing.
We can share the documentation we maintain, including available safety documentation, COAs, and batch pH results. Any claim testing or substantiation should be arranged by your team.
Packaging and samples
What packaging options do you offer?
What packaging options do you offer?
Packaging options depend on the line you choose.
For White Label, you can choose shrink wrap, naked bars, or white boxes. White boxes are supplied separately, so your bars and boxes arrive together but are not packed for you.
For Artisan, bars are available shrink-wrapped or naked. Artisan does not include a box option.
For custom printed boxes, we work with a U.S.-based packaging partner, YBS Packaging, that can produce boxes using die lines made for our soap sizes. We can help point you in the right direction, but artwork development is handled on your side.
Can I get a sample?
Can I get a sample?
We do not offer individual samples for semi-custom bars. White Label starts at one loaf, so you can place a small first order before scaling.
For Full Custom, sampling is part of the development process. It starts with a $500 deposit, which is credited toward your first production order. If you do not move into production, the deposit is not refunded.
Orders, payment, and shipping
How do I order and pay?
How do I order and pay?
Semi-custom orders are placed and paid in full through the website.
Full custom projects are handled through our team. We’ll send an invoice in two parts: 50% before production begins and the remaining 50% before your order ships.
How do I place a tax-exempt order?
How do I place a tax-exempt order?
Create or log in to your customer account, then upload your tax-exemption documentation for review. We use Avalara to verify tax-exempt status, so please allow time for approval before placing your order.
Where do you ship?
Where do you ship?
We currently ship within the United States.
For full custom orders, our team will coordinate shipping details once your order is ready.
Can I cancel an order?
Can I cancel an order?
Semi-custom orders may be canceled within 24 business hours of placing the order by contacting us. After that window, production may already be in motion.
Full custom cancellations are handled case by case, depending on where the project stands. The $500 sample deposit is non-refundable.
What is your return policy?
What is your return policy?
Because every order is made to order, we do not accept returns or exchanges. If there is an issue with your order when it arrives, contact us so we can review it.
About our soap and education
What is cold process soap?
What is cold process soap?
Cold process soap is made from scratch by combining oils and butters with lye in a controlled reaction called saponification. It is the only method we use, because it gives us a true soap bar with the quality, feel, and integrity our customers expect.
Where is your soap made?
Where is your soap made?
Every bar is made in our 44,000-square-foot facility in Arizona. We manufacture under documented quality standards and are Cosmetic GMP certified to ISO 22716.
Do you offer mentoring or soapmaking classes?
Do you offer mentoring or soapmaking classes?
We are not taking on mentoring at the moment, but there are two good ways to learn from Joanna directly. She shares soapmaking content on YouTube at The Soap Gal (@TheSoapGal), where she shares soapmaking content, or join one of her hands-on soapmaking, lotion, or candle classes at Maker’s Haven in Chandler, Arizona. For more information on upcoming classes, visit makershaven.com.