What are the forms of payment you accept?
We accept US based credits cards. We accept Visa, Mastercard, Discover and American Express.
Do you accept PayPal?
Yes, we do accept PayPal.
Why do I keep getting an error message, "Your credit card cannot be charged at this time?"
This message will appear for a number of reasons. We do not accept International Payment if you are using an International card. If you are using a US card, it must be a credit card. We do not accept debit cards or gift cards. If it is a US credit card, the information entered in the billing address fields must match the information on file at the bank for the card. If any information doesn't match, the card will be declined. Lastly, your bank may be stopping your card from being charged because it doesn't recognize this transaction as a purchase that matches your history on the card. Please contact your bank for further information.
I received the "Your credit card cannot be charged at this time" message but my card was still charged. Why?
When your card is reviewed and declined, the funds are placed on hold instead of completing the transaction. Your funds will return to your bank in 3-5 business days. If you do not see the funds back in your account after that time, please contact your bank for further information.
Do you accept gift cards?
No, we only accept US based credit cards.
Do you accept money orders?
No, we do not accept money orders. We require all orders to be placed over the website with a valid US credit card.
Can you provide me a discount code for my order?
Our discounts are applied during promotions. Please follow us on our social media pages or sign up for our Newsletter for announcements on upcoming promotions.
I am trying to purchase a specific product and there is no "Add to Bag" option available or it says "Not For Sale," what does this mean?
Unfortunately at this time we are currently out of stock of this specific item. Please check back at a later date. We should be restocking shortly.
Where can I find your products at a store near me?
By using the Store Locator on our website you can be directed to different stores in your area that carry our product lines. You can find our Store Locator at the top of any page on the website. Here is a link to that locator: http://www.sheamoisture.com/Store-Locator_ep_118-1.html.
Your Store Locator comes up with no results in my area. Where can I purchase?
If the locator provides no listing of stores in your area, you will need to purchase online at this time.
Why is the consistency different from the product I just ordered to the one I already have?
We use natural and organic ingredients with no harmful chemicals. Due to the nature of the ingredients, the consistency and scent may differ.
How do I make a return for my purchase I made through a retailer?
Please contact the store you purchased from. We do not provide returns or exchanges for retail store purchases.
How do I make a return for a purchase I made online?
Please follow our Returns Policy provided on the website: http://www.sheamoisture.com/Return-Policy_ep_61-1.html.
Where can I get some samples?
Samples are provided through promotions. Please sign up for our Newsletter to receive announcements on upcoming promotions.
What if I had an allergic reaction to your product?
We recommend discontinue use immediately and contact your physician. They can provide you details on what ingredient you may have had a reaction to.
How do I check if a product has a certain ingredient?
Currently we do not have a list of products that contain a certain ingredient. Please visit the product page and check the ingredients list for the product you are interested in.
After I place my order, when will my order ship?
All orders have a 1-2 business day lead time upon receipt of order. Shipping method applies after order has shipped.
Orders placed during a holiday or promotion will have an approximate lead time of 3-4 business days upon receipt of order. Shipping method applies after order has shipped.
How come the tracking number isn't working?
If your package just shipped, please allow at least one to two business days for the carrier to update their site with all tracking information.
Can I pick up my order instead of having it delivered?
We only offer shipping options at this time. We do not have a store front for pick up orders.
I have a rush order. Can it be delivered Saturday?
We do not provide Saturday delivery. We only provide shipments for Monday – Friday.
The tracking shows the package was delivered but I didn't receive my package. What if I have a lost or stolen package?
Once an order has shipped, SheaMoisture is not responsible for lost or stolen packages confirmed to be delivered to the address as entered for the order. Please contact the carrier for any information regarding the delivery. Have your tracking number available to provide to the carrier to assist with the investigation.
Once an order has shipped and tracking becomes available, we recommend the receiver be available on the estimated date of arrival of the package or the receiver to contact the carrier to schedule a pick up at the holding facility.
Do you ship internationally?
All orders ship within the United States, Puerto Rico or to the Virgin Islands. We do not ship internationally at this time.
Do you ship to PO Boxes?
Yes, we can ship to PO Boxes. Please select FedEx SmartPost when shipping to a PO Box.
Do you ship to military locations (APO/FPO/DPO)?
Yes, we can ship to military locations. Please select FedEx Smart Post when shipping to military sites.
How do I receive Free Shipping on my order?
To qualify for Free Shipping, your order must reach $35.00 before tax or shipping is applied. Please select the Free Shipping option when choosing your carrier method.
How fast is Free Shipping?
Free Shipping is applied to Ground Shipments. Orders shipping to the East Coast United States takes approximately 1-3 business days and shipments to the West Coast United States takes approximately 4-5 business days.
When I enter my shipping address, I am receiving an error that my address is invalid?
Our shipping is tied directly to the carrier's website. An invalid address error will appear if the carrier is able to ship to that location or is unable to find that location in their database. Please enter a valid United States address for the carrier to ship to.