Company Policies and Information ..
Sandsational
is located in Spearfish, SD. Sandsational is leading the way in the highest
quality soy products in our candle and body product lines. We also pride
ourselves in providing the highest grade of fragrance, dyes, wicks,
sand and gel candle embeds. All products are personally tested to guarantee
that our product lines represent quality and value.
All questions,
comments and suggestions are welcome at Sandsatinal.
Contact
Information
Office
hours: 9:00 a.m. to 3:00 p.m. Monday - Thursday
and
9:00 a.m. to noon on Friday.
- You
can call us at 605-717-1470 MT.
- When
calling in your order, call us toll free at 1-866-477-1408.
Our toll-free number is for ORDERING ONLY.
- Fax
us at 1-605-717-1472
- Email: info@moonglowcandles.net
- You
can send mail to us at:
Sandsational
510
Heritage Drive, Unit 3
Spearfish, SD 57783
Privacy Policy
Our
privacy policy is simple. We value our customers privacy. All customer
information is strictly confidential, and will not be sold, rented,
or shared with anyone.
Responsibilities
Sandsational is not responsible for the products
you create using our supplies. You alone are responsible for testing
the safety and compatibility of your products.
Ordering
Policies: Shipping, Payment, Returns
In
What Ways May I Order?
How
Will My Order Be Shipped?
What
If I Enter My Address Incorrectly?
How
Long Will My Order Take To Reach Me?
What
If My Package Does Not Arrive On The Scheduled Delivery Date?
What
Is Your Return Policy?
I
Am Having Trouble Ordering Online?
1. Our secure shopping cart, after selecting your items, allows you to
choose different payment methods:
A window
will appear giving you payment options.
Fax (print out order and then fax) - fax credit card number with order
or call in credit card number
US
Mail (print out order and then mail with check or money order)
Credit
Card/Debit Cardor Check- immediate payment
NEW: Our
shopping cart now accepts payment by check - although the payment is
immediate your check has to clear the bank before your order is shipped.
We currently
except the credit cards: Discover, American Express, MasterCard and
Visa
You don't
have to use the shopping cart to mail an order but using this method
results in a printed order and the correct shipping charges. A faxed
order always includes a c/c# and can easily be adjusted, but an incorrect
check amount creates more problems.
If faxing
your order, fax it to 1-605-717-1472
If you're paying
by check, we require 10 business days from the date we receive your check to clear our bank before shipping your order -- no exceptions. If you would like to receive your order sooner, please send a money order. Send check or money order
to:
Moon
Glow Candles
510 Heritage Drive, Unit 3
Spearfish, SD 57783
2. Phone your order to us by calling our Orders Only Toll-Free Line: (866)
477-1408 M-F, 9:00 - 3:00.
3. Email your request to Moon
Glow Candles . Be sure to include your daytime phone number, so
we can call to obtain your sensitive information i.e. c/c information.
We offer
UPS Ground, 3-Day Select, 2nd Day Air and Next Day Air. UPS requires
a street address, and will not deliver to a PO Box.
Orders
shipped outside the Continental USA will be shipped via USPS Priority
Mail. USPS orders require additional handling for us, so there is an additional $5.00 handling fee to ship via USPS Priority Mail. This fee includes order tracking services. Insurance is extra and not automatically added to an order as it is with UPS. Orders shipping to Canada should
select Canada UPS Ground Standard.
Contact
us immediately. If we have not shipped your item we will simply correct
the address. If you enter your shipping address incorrectly and it has
already been shipped the UPS must make an address correction. Sandsational
incurs an additional $5.00 per package minimum charge from UPS for ground
packages when this mistake is made. Expedited shipping methods are charged
more. In the event this happens, Sandsational will pass this charge on
to you by charging your credit card the additional UPS charge.
We do our
best to process orders within 1 business day ~ really we do! But
depending upon the day and order size, this is not always possible.
To view the estimated ship time with UPS, you can visit UPS
Transit Time
We rarely
experience being out of stock on an item, but occasionally we are. In
this event, we hold your order if we know the out-of-stock item is due
within 2 days. If we don't expect it within 2 days, we will call you
and let you know that we are shipping a partial order. If you cannot
wait for a back order, you will be presented with the opportunity to
cancel the item from your order. Once the item is back in stock, we
will ship the item(s) via UPS Ground at No Extra Charge to you! If your
original order contained an extra charge for a faster shipping method,
the extra shipping charge for the backordered item will be deducted
from your original shipping charge. That's our dedication to serve you!
If you
chose 3-Day Select, 2nd Day Air, or Next Day Air UPS shipping, please
understand the number of days does not include the day the order is
sent, nor the weekends. If you are counting on your order by a certain
day, you must state the delivery deadline during order checkout under
"Special Instructions", or call us free at (866) 477-1408. If we are
not able to ship your order in time to reach you by your deadline, we
will call you.
When your
package is shipped, you will receive a UPS Shipment Notification at
the email you provided in your order. You can directly track your package
any time with the information in that notification.
Although
Sandsational is not responsible for a package once it leaves our facility,
we will do everything we can to help with UPS losses. In the event your
package does not arrive on the date UPS has scheduled it to arrive,
immediately call us. and will start a trace on your package. UPS has
an 8-business day waiting period before declaring an unfound package
as lost. Therefore, it is very important to start a trace if your package
does not arrive on it's scheduled date of delivery. Once your package
is considered "lost", Sandsational will reship your order to
you and no extra charge to you. Sandsational will take care of filing the
claim on any lost package.
If your
package arrives damaged with any broken items, please call us immediately.
We will be glad to immediately replace any broken items, and we will
file the claim with UPS.
Sandsational
maintains a generous return policy, and we will gladly receive any product
if you are not satisfied, excluding closeout items, fragrance and bath/body
products. The following return policies are strictly enforced.
1) Products
must be unused
2) Products must be returned within 30 days of order date.
3) Partial packages will be credited/refunded for the amount returned
only.
4) You must call us at 1-605-717-1470 to obtain authorization to return
products. A refund will not be given on items
returned without an authorization number.
5) There is absolutely no return or refund for fragrance, dye, lotions,
butters, soaps, and 25-lb. boxes of sand ~ NO EXCEPTIONS*.
6) A 15% restocking fee will be deducted from the refund of returned
goods.
7) Shipping/Handling charges are not refunded, and return shipping
is not reimbursed.
8) Products must be packed safely for return. Broken items received
will not be refunded if packing is inadequate.
In the
event you receive a broken item, please call us immediately. In most
cases we will give you the choice of a refund for the broken items,
or a replacement. If broken items hold a value of $10.00 or more, we
may file a UPS claim. UPS requires the customer save all packing material
for 10 days after the claim is filed.
*NO
EXCEPTIONS Absolutely no return or refund on 25-lb. boxes of sand, massage candles, massage beads or spa body products. We have made some of these products available in sample sizes, so you can try a small amount to insure you will be satisfied
with this product before ordering larger sizes. Moon Glow Candle Supplies will not be
responsible if you choose not to order samples first.
If for
any reason you think your order may be incorrect or did not go through,
call us toll free at (866) 477-1408
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