WHERE DO YOU SHIP?
We ship to the United States, Canada, and the United Kingdom.
Other select international countries can also place orders on saltandstone.com – these orders will ship from the United States and can take up to four weeks to arrive. Shipping costs for international orders are calculated at checkout and applicable taxes/duties are the responsibility of the customer. If you need help finding a local retailer, visit our Stockists page: https://www.saltandstone.com/pages/stockists
WHEN WILL MY ORDER SHIP?
Please allow 3 business days (Monday to Friday, excluding public holidays) for us to receive and process your order. Any order received after 12:00 PM PT will begin processing the following business day. (Please note: If the order is placed after 12:00 PM PT on Friday, it will begin processing on the following Monday.)
WHERE DO YOU SHIP FROM?
Orders ship from different locations depending on where the order is being routed to:
United States: Orders ship from Castaic, California
Canada: Orders ship from Brampton, Ontario
United Kingdom: Orders ship from Greater Manchester, England
All other countries: Orders ship from Castaic, California (can take up to four weeks to arrive)
HOW MUCH DOES SHIPPING COST?
The rate charged for the shipping of your order is based on the weight of your products and location. Before confirming your order in checkout, you will be shown the cost of shipping.
DO YOU OFFER FREE SHIPPING?
We offer free shipping depending on where the order is being routed to:
United States: Free shipping for orders over $50 USD
Canada: Orders Free shipping for orders over $75 CAD
United Kingdom: Free shipping for orders over £50 GBP
HOW CAN I CHANGE THE ADDRESS ON MY ORDER?
Due to our quick processing time, we cannot change an address once you place the order. Sorry for the inconvenience. Please contact the carrier directly to see if they are able to reroute the order.
How do I place a return or exchange?
To start a return or exchange in the United States, please visit returns.saltandstone.com
For international orders, please reach out to firstname.lastname@example.org with your order number and the products you'd like to return or exchange.
We're sorry you didn't love it.
What’s your return policy?
We accept returns and exchanges within 30 days of purchase. Items must be unused in their original carton packaging – we do not accept returns of used items. Select exploratory sets are final sale, as noted on their product pages.
You will be refunded the full amount of the items, minus a $5 handling fee to cover restocking. We are not able to refund the original shipping charges as these are paid directly to the carrier.
We are only able to accept returns from orders placed on saltandstone.com. Please contact the original point of purchase for orders placed from other retailers.
How long does it take to process a return?
In some circumstances, our customer support team may need to review your return request – please allow 1-2 business days to review. Once a return is dropped off and scanned by the shipping carrier, the return is processed – credit card refunds usually take 3-10 business days to appear on your statement.
WHAT DO I DO IF I AM MISSING AN ITEM FROM MY ORDER?
Please email email@example.com within 48 hours of receiving your order with a photo of everything you received and the packaging. We'll make sure that you receive everything you've ordered.
WHAT DO I DO IF MY PACKAGING IS MISSING?
If your order has been marked as delivered, but you haven't received it, please wait 3 business days before reaching out to firstname.lastname@example.org. Carriers sometimes preemptively mark a package as delivered before they actually complete the delivery. We also recommend checking with your building management, concierge, mailroom, or neighbors to see if they received the package for you.
What forms of payment do you accept?
We accept Paypal, Visa, Mastercard, American Express, JCB, Discover, and Diners Club credit cards or debit cards. Unfortunately, we cannot accept checks or money orders.
What can I do if my payment is declined?
Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
Remove the pump from the bottle. Firmly grip the shaft of the pump just below the collar and twist it clockwise with a firm motion. This will allow the pump to be opened. (You can try securing the neck of the pump with a towel to gain a better grip.) Reinsert the pump into the bottle and it will be ready for use.
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