FAQ & Contact Us

Frequently Asked Questions

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 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 slightly as each batch is unique and hand blended and packaged with love.

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 review the product ingredient listing prior to using.

After I place my order, when will my order ship?

We aim for the best customer service experience and want you to get your products as soon as possible. All orders typically ship 2-3 business days 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 4-5 business days upon receipt of order. Shipping method applies after order has shipped.

The tracking number is not 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?

Local pick-ups are possible when scheduled by appointment only. Please call and confirm pick up time. Note your time is just as precious to you as ours is to us, please be mindful of keeping your scheduled time.

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, Sheascents LLC 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 to PO boxes?

Yes, we can ship to PO Boxes.

How do I receive free shipping on my order?

We do offer promotions for free shipping periodically. Please sign up for our newsletter and promotions to never miss a deal and stay in touch with new products as they become available. Also, free shipping is available with the auto ship program.

What is the usual expected shipping times?

When free shipping is offered it will typically be sent as 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 not valid?

Our shipping is tied directly to the carrier’s website. An invalid address error will appear if the carrier is not 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 and be sure to include State and zip codes to prevent any delays. If problem persists please notify us through our contact form and we will work to assist you.

I’m very interested in your products. Do you mail out samples so customers can try them out before they buy?

At this time, we do not send stand-alone samples through the mail. You can receive samples by signing up for our newsletter and promotions or be on the list to test new products.

Are your products tear-free?

No, our products are not tear-free.

I have nut allergies; do you have any products that contain nuts?

Many of our products contain Shea butter, which is derived from the Shea nut as well as nut derivatives such as sweet almond oil. Please check the label on the product prior to using.

How do I request a catalog?

At this time, most of our products are listed with information on our website. There is a downloadable pdf. Of our products found on our “About Us” page.

What carrier do you use to ship out products?

We partner with both UPS and USPS to ship our products. For more details, read about our shipping policies.

Do you ship to military addresses?

Yes, we ship to military addresses via United States Postal Service.

Do you ship internationally?

Yes. Please note that you will need to select international and wait for a shipping quote prior to you order being processed.The tracking number is not working?

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