FREQUENTLY ASKED QUESTIONS

Shipping

Do you ship to my country/school/small town, etc?

If you have an address able to receive mail/packages shipped from the United States, we can ship your order to you!**

**Unfortunately, we are unable to ship orders to the following US Territories: American Samoa, Micronesia, Marshall Islands, Northern Mariana Islands, and Palau.

Can you ship to my address if it is written in a language other than English?

We’re not able to print shipping labels with non-English characters and our system may also have trouble with accented characters. We recommend entering your shipping address pre-translated, or send us the translation so we can make sure it is as accurate as possible.

When will my order be shipped?

Orders generally ship within 5-7 business days after they are processed. Please refer to your order confirmation email for the most accurate order processing timeline. 

How long will it take for my order to arrive?

For orders within the continental United States, Alaska, Hawaii, and APO addresses, the delivery estimate is 7-10 business days once your order has left our warehouse. 

For orders shipping outside of the United States, the delivery estimate is 2-6 weeks once your order has left our warehouse. This can depend on the total shipping distance (from Montana, USA) and the customs regulations/procedures in the destination country.

Are tracking numbers available for my order?

For all orders shipping within the U.S., there will be tracking available for your order. When your order ships, you will receive a notification email with a tracking number that can be used to check updates. You can use https://www.ups.com/track to track your order. Once your order is marked as “delivered” on that page, it may take an additional 2-3 business days for the parcel to be delivered.  

If your order is shipping outside of the U.S., tracking updates may stop once the order either leaves the US or arrives in the destination country. Once the package arrives in the destination country, it should arrive in about 2-4 weeks

Why isn’t my tracking number working?

It can take up to 3 business days for new updates to appear on the tracking page once an order has left our warehouse. UPS will only display tracking information for orders that shipped within the last 120 days, so if your order was shipped before then, you will likely receive an error that the tracking updates cannot be displayed.

If your order is shipping outside of the U.S., tracking updates may stop once the order either leaves the US or arrives in the destination country. Once the package arrives in the destination country, it should arrive in about 2-4 weeks

Is expedited shipping available?

No. We do not offer expedited shipping for Sun Basin Soap products.

My order never showed up - what should I do? 

If you feel like your order is taking too long to get to you, don't worry! Our replacement policy covers lost packages, so you will always have the option to have your order reshipped or refunded. Please contact us for assistance with a replacement or refund request. 

For replacements to be sent in the case of a lost package, we will need the shipping address re-confirmed so we know there were no issues in the address that would cause the package to be returned or mis-delivered. Please note, there will be a $5 reshipment fee for any orders that need a change of address.

How do I know if my order is lost?

If your order is taking too long to arrive, don't worry! Our replacement policy covers lost packages up to 6 months after the order date. For replacements to be sent in the case of a lost package, we will need the shipping address confirmed so we know there were no issues in the address that would cause the package to be returned or mis-delivered. If the address needs to be amended or changed, this will require a second shipping fee to be paid. 

For orders within the continental United States, Alaska, Hawaii, and APO addresses, the delivery estimate is 7-10 business days. We can issue a replacement or a refund (minus shipping fees) if the tracking for the package has either 

  • stalled for 10 consecutive business days, or 
  • shows "delivered" but is not found in/on/near the mailbox or door within 3 business days of the delivered date.

For orders shipping outside of the United States, the delivery estimate is 2-6 weeks. This can depend on the total shipping distance (from Montana, USA) and the customs regulations/procedures in the destination country. We can issue a replacement if you have not received the package after 6 weeks.

If you think your order may have been lost in transit, contact us and we’ll be happy to help!