FAQ

FAQ

Order Cancellation

Orders may be canceled at any time prior to shipment. If you would like to cancel your order you must contact us immediately via email at admin@brownsugarnaturals.com. Our preferred method of contact is EMAIL.

Refund/Return Policy:

Our aim is to please you. Please let us know if you are not happy with a product you purchased. We will try our best to satisfy you. Since most of our products are intended for personal hygiene; once opened, they are not returnable. All other items are subject to a restocking fee.


Original sales receipt must accompany returns.
We accept returns for exchange or refund 7 calendar days after delivery of the product. At our sole discretion after 7 calendar days, we will offer an exchange or store credit only. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is:
•    -without showing signs of wear or damage in any way
•    -within 7 calendar days of the delivery date (after 7 days no returns are allowed)
•    -must not be a special order or a custom order
•    -unless noted that it cannot be returned or has a different return policy time period other than that 7 days noted in that item's particular item description.
If an item is received damaged or is incorrectly shipped by us please contact us at
admin@brownsugarnaturals.com immediately. Items that are defective and shipped from us or items that you did not order but received from us will qualify for store credit or a cash refund.
Refunds are contingent upon inspection of item(s) once we receive it.
There is a 15% restocking fee for returned items that are not being exchanged and are not damaged. Again you MUST contact us within 7 days if you intend to return ANY item back to our store. Items returned to us AFTER 7 days and WITHOUT contacting us will NOT be refunded.
Customer is responsible for all shipping costs if seller is not at fault.

Shipping

If you would like items shipped to your PayPal address, please make sure this is the address you specify in the shipping address on our site during checkout.

Brown Sugar Naturals will not be responsible for items stolen or otherwise damaged if left by the post office at your address.

If an order is returned because of our error, it will be resent at no charge to you. If, however, an order is returned because of an error on your part (such as an inaccurate address), items will only be reshipped after receiving the shipping amount from you. The order will not be sent until the shipping cost is paid. Orders cannot be canceled at that time and no refunds will be issued.

What is you shipping policy and rates?

The shopping cart provides the closest possible estimate on shipping + handling and may require slight adjustments to the shipping total. Shipping charges are based on size and weight of package(s).

 *Standard shipping rate varies based on your address. Shipping rate does not include duties or taxes. Such duties and taxes may be due at the time of delivery and should be paid by you directly to USPS.

Normally, your order will ship within three to five days, with the exception of weekends (Friday - Sunday) & holidays, in these cases, your order will ship the next business day.


Insurance: Orders shipped by USPS Priority Mail are uninsured unless requested - if a package is lost or damaged and you have not requested insurance, we are not liable. If you would like to request insurance for orders shipped by USPS, please state your request in the comments section of the shopping cart. A fee will be added to your order total for insurance coverage.  See the following chart for the fee rates:

 Order Amount:                Insurance Rate:

 $0.01 to $50                                        $1.70

 $50.01 to $100                                    $2.15

 $100.01 to $200                                  $2.60

 $200.01 to $300                                  $4.60

 Shipping insurance protects you in the event your order arrives damaged or does not arrive at all. Though lost or damaged shipments are extremely rare, they can happen especially during high-volume shipping times. Should a claim be necessary we are always happy to assist you with filing. Merchandise will not be replaced at our cost, however, while an insurance claim is in progress.

Tracking: We will send you an email with a tracking number or delivery confirmation number for you to check on your package through PayPal. Keep in mind it may take up to 48 hours for information to appear in the shipping carrier's database.

Shipping Addresses: Please double check your shipping address when ordering. If you enter the wrong address, it is your responsibility to make sure we have corrected it in our database by calling or emailing us as soon as possible. Shipments delivered to the wrong address due to your mistake are not our responsibility. Should your package be returned to us due to an incorrect address, you will be responsible for the reshipping costs.

Multiple Addresses: Please place a separate order for items going to multiple addresses. Shipping charges are calculated for each order separately.

When will my order be shipped?

Most orders take 3 to 5 business days to process. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

Should you wish to cancel or change your order you must do so within 24 hours. You must contact us with your order number and information within that timeframe. Absolutely no changes or cancellations will be accepted after 24 hours.

 

Stock Availability:

We try our best to update the stock availability in a timely manner but occasionally, you may find "In Stock" appeared on item page for an "out of stock" item. If this is the case, please email to inform us and we will let you know once the product is available.

 

Items that are out of stock usually will not be available for purchase, but will show if the item has been re-ordered. Some products are in limited quantity; or produced in special or limited edition. In this case, you will see"Limited Qty" or "Special Edition" with the product names on the site. These products are only available within a short period of time and you may not able to order them if the product is sold out.