Common Questions
Welcome to our frequently asked questions page. Your go-to spot for common questions about how our The Refillery works. Whether you're wondering about refills, returns, bulk orders, or business partnerships, we’ve made it easy to find the info you need. Still can’t find what you’re looking for? Reach out anytime — we’re happy to help!
Refill Questions
Why refills?
Refilling reusable containers helps cut down on all the water, energy and materials it takes to make single-use plastics—and keeps waste out of landfills and oceans. It's an easy way to keep our community cleaner and greener.
How do I get refills?
While we work behind the scenes on the brick and mortar store, you’ve got a few easy options for refills:
- Order online and choose delivery or pickup at checkout. We’ll drop your pre-filled refills at your door or have them ready at one of our partner pick up locations.
- Order ahead and grab your refills at the Dandridge Farmers Market on Saturdays.
- Bring your own containers and refill them at the market on Saturdays (April-October, Dandridge Farmers Market, 8-Noon).
What if I don’t know the size of my bottle?
Most cleaning bottles are between 8–16 oz. Want a quick way to check fluid oz.? Fill iyour bottle with water, pour it into a measuring cup (1 cup = 8 oz.), and voilà! Still unsure? Order a bigger pouch—just save the extra for later.
Do you offer local delivery?
We sure do! If you’re in Hamblen or Jefferson County, just select local delivery at checkout. All other orders will be shipped using UPS or USPS if you select shipping at checkout.
Container Questions
How do I sanitize my containers?
Clean, dry containers are a must. If they’re dusty, wet, or have old product, sanitize them before use. When you can, refill with the same product! Follow this easy guide if you want the full how-to.
I want to use my own containers. Can you fill mine?
Yes, definitely! Just make sure it’s clean and dry (and don’t forget the lid). Here’s how:
- U.Y.O.C./Pickup: Order online, choose “Use Your Own Container/Pick Up,” and set out your clean, dry containers with lids on Monday night. We’ll pick them up Tuesday refill them and bring them back by Thursday.
- In-person: Swing by the Dandridge Farmers Market on Saturdays, 8am-noon, with your clean, dry containers. We’ll weigh them first, then you fill up, reweigh (so you only pay for the refill), check out and go!
How do I label my bottles?
We love using China Wax Pencils. They’re water-resistant but wipe off when you want to relabel. If you order a starter kit that includes a bottle, we’ll label it for you!
Do I HAVE to bring my own container?
Not at all. We’ve got pre-filled bottles and even some empty ones for sale if you’re just getting started. Check out our starter kits here.
Do I have to pay for empty pouch returns?
Nope! We include a pre-paid return envelope with your order. Just pop the empties in and send them back—no extra charge.
Can I drop off empty pouches?
Absolutely. You can drop them off at our refill station, one of our partner locations or our Dandridge Farmers Market booth. Once our storefront opens, you will be able to return them there too.
Why use plastic pouches if you're reducing plastic?
Great question! Our BPA-free pouches use 80% less plastic than typical bottles—and we clean and reuse them! Plus, dry goods are shipped in compostable, recyclable paper bags made from recycled paper.
Product Questions
What is low-tox living?
Low-tox living means swapping out everyday products that have harsh chemicals for safer, more natural alternatives. It's all about creating a healthier home and planet.
How do I know your products are really low-tox?
We do the homework for you! We check every ingredient and only stock what we personally use and love. If it doesn’t meet our standards, it doesn’t make the cut. Fewer ingredients = better products. All ingredients and low-tox/eco-conscious badges are shown on each product page.
Is this really more affordable than shopping at a regular store?
Yup! You’re only paying for the product—we charge by the ounce, not the packaging. Our stuff lasts longer (many are concentrated), and you’ll spend less over time by reusing your containers.
Are your products actually good quality?
100%! They’re made from clean, safe ingredients and really do the job. Everything we offer is 100% biodegradable, toxin-free and septic/greywater safe—and priced to keep things affordable without cutting corners.
Where do your products come from?
We source from trusted local and national suppliers who are big on sustainability and ingredient transparency. All ingredients are listed on product pages and sustainability badges are noted. If you have any questions or feedback on products, we'd love to help.
How are products packaged before they get to you? Am I really reducing plastic?
You really are. Most of our liquids come in big drums or buckets that we send back to suppliers to reuse. Some dry goods come in sturdy bags we also send back or recycle responsibly. A lot of our local suppliers don’t use any packaging at all—just drop-offs and pick-ups. We’re picky about who we work with and make sure any packaging we do get is compostable, recyclable, or reusable. When something slips through the cracks, we either return it or recycle it through TerraCycle.
Are your products concentrated? Should I dilute them?
Some are! If they are, you’ll see it on the label and on the product page. We always include clear usage instructions on the products, so no guesswork needed.
General Questions
How do I become a Lakeway Refillery supplier?
We love teaming up with eco-minded businesses! We're big on building community and supporting local so we are always looking for new partners. If this sounds like your business, fill out our Makers + Suppliers Partner Application and we’ll get back to you quickly.
Do you have a Corporate/Business program that we can join?
We sure do! Just fill out our B2B Program Inquiry Form and we’ll get back to you soon with all the details.
I still have questions—help!
No problem! You can email, text, call, or use the let's connect form on our site. We’re always happy to chat:
- Email: hello@shoptherefillery.com
- Call/Text: 423-438-3034