Frequently Asked Questions
ORDERS AND SHIPPING
How do I place an order
Ordering with us is easy! Simply browse our products, add your desired items to the cart, and proceed to checkout. Follow the prompts to enter your shipping information and payment details. Once your order is confirmed, you'll receive an email confirmation.
Can I track my order
Absolutely! Once your order ships, you'll receive a tracking number via email, allowing you to monitor your package's journey right to your doorstep.
My tracking number shows no movement. When will I receive my order?
If your tracking number isn't updating, please wait up to 48 hours for processing. Check estimated delivery times, review the shipping carrier's website for updates, and feel free to contact us at hello@sudshell.com if you have concerns or need assistance. Delays can occasionally happen, but we're committed to ensuring your order reaches you as quickly as possible.
How do I make changes to my order?
Once an order has been placed, we are unable to make any changes to it. This includes changes to items, cancellation, shipping address, or payment methods. We recommend reviewing your order carefully before completing your purchase.
What if the item I want is out of stock?
We regularly restock our inventory. Keep an eye on our website for updates or contact our customer support for assistance. Explore similar products or alternatives in the meantime.
What payment methods do you accept?
We accept various payment methods, including major credit cards (Visa, MasterCard, American Express), PayPal, and more. Rest assured, your payment information is secure and encrypted.
My payment method isn't being accepted. What should I do?
f your payment method isn't accepted, please double-check the details you've entered. If the issue persists, consider trying an alternative payment method. For further assistance, contact our customer support team.
Do you offer international shipping?
Currently, we offer shipping within the United States and Canada. We're actively working on expanding our international shipping options to serve you better. Read more about Shipping here.
What are the delivery times?
Our standard shipping typically takes 5-7 business days to reach you. Please note that this timeframe may vary depending on your location and external factors, such as holidays or unforeseen circumstances.
Do you offer expedited shipping options?
Yes, we do! At checkout, you'll have the option to choose expedited shipping if you need your order to arrive more quickly.
What is your return policy?
Due to the nature of our products, we do not accept returns. However, if you encounter any issues with your order, please contact our customer support team, and we'll be happy to assist you.
What if my order arrives damaged or with missing items?
Please contact our customer support team immediately with details and photos of the damaged items or missing components, and we will work to resolve the issue promptly.
PRODUCTS
Can I find product ingredients on your website?
Yes, you can. Detailed ingredient lists are available on each product's page. If you have specific questions or concerns, please contact us for more information.
How can I stay updated on new product releases?
To stay in the know about new product launches and updates, follow us on social media. We regularly share exciting news and exclusive offers.
What if I have an allergic reaction to a product?
If you experience any adverse reactions or allergies to our products, discontinue use immediately and consult a medical professional. Please review our product ingredients to check for any known allergens before purchasing.
Can I make suggestions or provide feedback about your products or services?
We welcome your feedback and suggestions! Feel free to use our Contact Us form to share your thoughts and ideas. We value your input in making our products and services even better.
How do I know which product is right for me?
If you need assistance selecting the right product for your needs, please contact our customer support team. We'll be happy to provide guidance and recommendations based on your preferences and concerns.
Do you offer product samples or trial sizes?
We do not regularly offer product samples or trial sizes. However, from time to time, our team includes new samples in our standard orders
Are your products suitable for sensitive skin?
Many of our products are formulated for sensitive skin, but individual sensitivities vary. We recommend reviewing product descriptions and ingredients to make informed choices.
What is the shelf life of your products?
Our products generally have a 12-month shelf life from the production date, and we take pride in delivering them at their freshest. To ensure this, we create our bottled and jar products in small batches, usually only a week before they reach you. Our soaps, on the other hand, are crafted in small batches and undergo a one-month curing process before they are available
Do you offer gift packaging or wrapping for products?
Yes, we offer gift packaging or wrapping options for select products. Look for these options during the checkout process to add a special touch to your order.
Can I find product usage instructions on your website?
Yes, you can find usage instructions on each product's page under :How to Use" section on our website.
Can I request customizations or personalized products?
At this time, we do not offer customizations or personalized products. Our products are crafted with care to meet our quality standards.
What if I have specific product-related questions or concerns not covered here?
If you have any specific questions or concerns about our products that are not addressed in this FAQ section, please feel free to reach out to our customer support team or send us an email at hello@sudshell.com. We're here to assist you.
GENERAL
Do you have a physical store or showroom?
Currently, we operate exclusively online, allowing us to reach customers across the United States and Canada. Our website is the best place to explore our products and place orders.
Do you have a referral program or rewards program for loyal customers?
We value our loyal customers! Check our website and follow us on social media to stay updated on any referral programs, rewards, or loyalty programs we may offer in the future.
What is your policy on data privacy and security?
We take data privacy and security seriously. For details on how we handle your personal information, please refer to our Privacy Policy, which can be found on our website.
Do you offer wholesale or bulk purchasing options?
Yes, we do offer wholesale and bulk purchasing options for certain products. Please contact our customer support team or email hello@sudshell.com for more information and pricing.