FAQ: Everything You Need to Know

About Sustainable Soul

What is Sustainable Soul?
Sustainable Soul is a local business dedicated to providing eco-friendly, refillable, and reusable products. Our mission is to make sustainable living simple, affordable, and approachable.

Why focus on sustainability?
We believe small, mindful choices can make a big difference. By offering sustainable swaps, we aim to reduce waste, protect the planet, and inspire others to do the same—without feeling overwhelmed.

Where are you based?
We are based in Rochester, NY, and currently offer local pickup and delivery.

Products

What kinds of products do you offer?
We offer a mix of handmade and sustainably sourced products, including:

  • Beeswax wraps, bar soap, soy wax candles, and reusable cleaning items.
  • Starter boxes designed for kitchens, cleaning, self-care, and more.

Are your products handmade?
Many of our products, like soap, candles, and beeswax wraps, are handmade with natural, non-toxic ingredients. We also source some items, like bamboo utensils and Swedish dishcloths, from trusted suppliers.

Are your products safe for sensitive skin?
Yes! Our handmade products are made with gentle, natural ingredients. If you have allergies or specific sensitivities, please contact us, and we’ll guide you to the best options.

Do you use eco-friendly materials?
Absolutely! We prioritize natural, biodegradable, and reusable materials in all our products and packaging.

Pre-Orders

How do pre-orders work?
Pre-orders allow you to reserve products ahead of time. Once the pre-order window closes, we craft or source the items and prepare them for delivery or pickup.

Why do you only take pre-orders?
Pre-orders help us minimize waste by ensuring we only produce what’s needed. It’s part of our commitment to sustainability and small-batch intentional production.

When can I expect my order?
Orders are typically ready 2-3 weeks after the pre-order window closes. We’ll keep you updated every step of the way and notify you when your order is ready for delivery or pickup.

What happens if I miss the pre-order window?
Don’t worry! Follow us on Instagram (@sustainablesoulrochester) for updates on the next pre-order window.

Pickup & Delivery

Do you offer shipping?
For now, we focus on local pickup and delivery within Rochester, NY, to reduce our carbon footprint. Shipping may become available in the future—stay tuned!

Where can I pick up my order?
Pickup locations and times will be shared via email or text once your order is ready.

Do you deliver?
Yes, we offer local delivery within a 10–20-mile radius of Rochester, NY. A small delivery fee may apply for areas outside this range.

How do I schedule my pickup or delivery?
Once your order is ready, we’ll contact you to arrange a convenient time for pickup or delivery.

Returns & Refunds

What is your return policy?
Due to the nature of our handmade and personal care products, we cannot accept returns. However, if there’s an issue with your order, please reach out—we want to make it right!

Can I get a refund?
Refunds are considered on a case-by-case basis for damaged or defective items. Contact us at sustainablesoulrochester@gmail.com for assistance.

Sustainability

How is your packaging sustainable?
We use materials like kraft paper, glass jars, compostable bags, and recyclable labels to minimize waste. All our packaging is either compostable, reusable, or recyclable.

Can I return containers for a discount?
Yes! Bring back your glass jars or containers for a refill or a discount on your next purchase.

How do I care for reusable products like beeswax wraps or Swedish dishcloths?

  • Beeswax Wraps: Rinse with cool water and mild soap, then air dry.
  • Swedish Dishcloths: Machine wash or hand wash and reuse for months.

Collaborations & Events

Do you collaborate with other businesses?
Yes! We love working with like-minded, eco-conscious brands. Reach out to us at sustainablesoulrochester@gmail.com to discuss partnerships or collaborations.

Do you attend local markets or pop-ups?
Yes, we participate in local events to showcase our products. Follow us on Instagram or check our Events page for updates on where we’ll be next.

Contact Us

How can I get in touch with you?
You can contact us through:

Can I ask questions about my order?
Of course! Feel free to email, text, or DM us with any questions about your order or our products.