DELIVERY:

I received my tracking number for my order but the carrier is saying the shipment cannot be found.

If your package just recently shipped, please allow at least one business day 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 storefront for pick up orders.

I have a rush order. Can it be delivered Saturday?

Our delivery options are from Monday - Friday. Saturday delivery is not available.

The tracking shows the package was delivered but I didn’t receive my package. What do I do?

Please provide us the order number and tracking number. We will file a claim with the carrier. The investigation process takes approximately eight business days. After that investigation, we will be able to provide information on how to proceed.

PAYMENT:

Do you accept PayPal?

Unfortunately, we do not have PayPal as an option at this time.

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. Another reason is 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 a purchase is made with a credit card, the funds are placed on hold through the bank. If the card is approved, the funds will clear. If the card is declined, the funds will return to your bank in 3-5 business days. If you do not see the funds 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.

How can I receive 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.

How can I donate to the Sofi Tucker Foundation?

We are grateful to donors like you, who make it possible for us to serve so many people around the world each year. The money you donate to the Sofi Tucker Foundation is used to benefit innovative organizations and programs that empower women, while infusing environmental awareness into services. Donate: (https://www.sofitucker.org/donation/)

PRODUCT:

I am trying to purchase a specific product and there is no “Add to Bag” option available, 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 linked here or at the top of any page on the website.

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. They will be able to assist further with returns or exchanges.

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.