Shipping

Complimentary Shipping on Orders Over $75 (USA only)

Failure to read Terms and Conditions of this page does not negate your responsibility.

Cancellations

Once an order has been placed and paid for, we cannot cancel your order. No exceptions. With the growing demand of fast turn around times and shipping, in order to stay at par with other large companies and brands, we have to ensure we process orders as quickly as we receive them. 

Confirming the Ship to Address

It is very important that your ship to address is entered correctly. We do not pull nor take ship to addresses from PayPal nor third party payment processors as the address in which the order will ship to. Should the ship to address not be correct or updated from within our website (please review your receipt that are emailed to you to verify), you will risk the loss of your package. Orders without the correct ship to address (including missing suite or apartment numbers) are not eligible for replacement nor refunds. 

Domestic (USA) Orders

All orders will take on average 3-5 business days (Monday through Friday) or less to process* (during our hours of operation). Your order will be shipped with USPS (United States Postal Service) or UPS after it has been processed by us. This ensures the fastest and most economical methods of shipping. We offer First Class, Priority Mail and Express shipping choices. 

Please note the first class rate does take 4-5 business days for your order to reach you. Priority mail is 2-3 business and express is 1-2 business days to you. These delivery dates are after we've processed your order. Please ensure you choose the rate that reflects how quickly you'd like to receive your order.

*Exception: During peak holiday shopping months from October 1 through to December 31, do note order processing will take up to 7-10 business days to process due to heavy volume and also during our sale events. 

Priority and express will include delivery confirmation and up to $50.00 insurance at no additional charge. 

Our shipping rates are calculated during checkout. This rate depends on the weight of your order and the location in which it is going to.

We ship orders out from Monday through Friday excluding United States holidays. Should you place an order over the weekend, your order will begin processing on that Monday when we reopen and in the order they were received. 

USPS and UPS deliver orders from Monday through to Saturday. Important: If you are shipping to a business location that is closed on Saturdays, we are not responsible for delays in delivery and do not take responsibility for perishable items in orders that might be delivered to a business location on Saturdays. We cannot control the exact day of delivery via USPS. Please ship to a residential address if you want to avoid Saturday deliveries. 

UPS cannot ship to PO Boxes. 

Canadian Orders

We recommend that our Canadian clients shop at www.HennaSooq.ca . We can ship your order from our USA main warehouse but do note shipping charges are higher and duty and taxes will apply. We are not responsible for taxes or duty charges imposed by Canadian custom agents. If you refuse delivery, you will be charged by 20% restocking fee, any applicable duty and taxes we are charged and shipping return fees. 

Shipments to Canada fall under International Orders.

International Orders

All orders take 2-3 business days (Monday through Friday) to process and are shipped with USPS (United States Postal Service) or UPS after it has been processed. This ensures the fastest and most economical methods of shipping. Saving you more! We offer a choice of First Class or Priority Mail service. First Class Mail service takes 6-8 weeks to reach its destination. Priority Mail can take up to 10 business days. Please ensure you choose the right mail delivery service for your order.
Some countries may experience longer delays along with further inspections and holds. We do not have control over those delays and are not responsible for custom and duty inspections.

Our shipping rates are calculated during checkout. This rate depends on the weight of your order and the location in which it is going to.

We ship orders out from Monday to Friday excluding United States holidays. Should you place an order over the weekend, your order will be shipped out the following business day when we reopen. 

Please note customs, duties, taxes, VAT: Henna Sooq is not responsible for duties, VAT, and taxes international orders may occur. Make sure you are allowed to import any of our products into your country. We're not responsible for rejected, unclaimed, and returned orders from custom agents. Should this happen, you will receive a refund, minus shipping costs and will be charged a 20% restocking fee. 

Tracking

Once your order has shipped, tracking will be emailed to you directly. If you do not see your tracking number, please check your junk or spam folders and also ensure you are allowing emails from info@hennasooq.com in order to receive this notification. Your tracking number can also be found in your account by logging in and viewing your orders placed. 

Local Pick Up

Henna Sooq will not offer local pick up through online orders. You can shop in store with us for all the products we offer online at 6935 Oakland Mills Rd, Suite D, Columbia, Maryland 21045. They can be reached directly at 443-515-2256 You can find a retailer near you here: Retailers

Handmade Products

All handmade products such as henna and jagua paste, mud masks, Ayurvedic hair care masks and similar products may take an additional 2-3 business days to be processed. This ensures that your product is freshly made as we do make these products in high quality small batches. Every Henna Sooq product we carry is sold by weight not volume. Thank you for your understanding and patience. 

First Class

Orders being shipped out First Class, do not include insurance nor signature. Orders with this shipping option take 4-5 days for domestic orders or 6-8 weeks internationally including to Canada. 

Express and 2-Day Mail Service

Express mail service will not place your order ahead of orders made before yours. Express mail is still subject to processing times of 3-5 business days (Monday through Friday). Express mail take 1-2 business days to reach its destination for domestic mail and 5-7 business days internationally including Canada. 

Rush Processing

Rush + Express service must be made by 12pm EST in order to go out same day. In house rush processing can be added to your order. Additional fees do apply. Rush processing will place your order ahead of all orders made before yours.

Special Delivery Requests

Please speak with your post office or courier to request special delivery options. We are unable to accommodate any special delivery requests. 

Mail Orders

We do not accept orders by mail nor money orders or personal checks as forms of payment. All orders and payments must be made online or by phone.

Signature and Insurance

USPS includes up to $50 insurance on priority mail shipments and up to $100 on express shipments. First class shipments do not include insurance. Please add insurance on your shipments as Henna Sooq holds no responsibility nor replacements for damaged orders without insurance coverage. Sorry no exceptions. Signature option can also be added to your order at your own choice, and expense to ensure your order is securely delivered directly to you. Clients are responsible for picking up their orders when USPS leaves a notice for attempted delivery. 

Pre-order Products and Orders

Pre-order products have an estimated date of arrival/release. The date is an ETA (meaning there are no guarantees to the exact date as they are an estimate) and orders will take 4-5 business days to process due to heavy volume of pre-orders. When choosing to pre-order a product and you combine a preorder and in stock products please do note we do not partially ship the order. We ship orders placed together with pre-orders together as a complete order. We recommend if you want both to pre-order and order in stock products to place two separate orders. Pre-order products will have a ETA date of arrival/release on it's page along with these details in the description area. Please ensure to read those details before purchasing to make an informed decision. By pre-ordering, you are agreeing to these terms.  

Order Errors or Issues

Should you receive your order incomplete or with any order errors (or undelivered) please contact us immediately at 1-833-811-7667 or hello@hennasooq.com. Please be sure to have your order number.

Time limitation. Please note you have a responsibility to notify us within 5 days of delivery of your order concerning any order issues or errors. Notifying us after 5 business days will void your claim. You are responsible to follow up with all communications within 24-48 hours after we reply to you with any updates. 

Failure to follow up with us within that time frame will void any requests for replacements or refunds. No exceptions. No extensions. 

For missing products we will reship that missing product to you. Should you have received another product in error, we will ship out your original product order along with a return prepaid envelope. Please return the product sent to you in error inside the prepaid envelope within 5 days of receipt. Failure to return product errors will result in additional charges. 

Perishable Products

IMPORTANT: Any perishable products such as henna paste, jagua paste, jagua gel and any product that requires to be kept frozen upon receipt/delivery (or that Henna Sooq deems as perishable), that comes back returned to us for any reason whatsoever, will not be replaced nor refunded. No exceptions. Please understand that if these products come back to us, when the return is not an error on our end, we cannot send a replacement nor will we refund those products as they are a loss for us as well as for the customer. Take extra diligence and care if you are ordering perishable products from us.
Orders with perishable products must be monitored via their assigned tracking number so that you, our client, will know exactly when the order is being delivered or if there are any deliver issues or delays. This is not the responsibility of Henna Sooq. No replacements nor refunds will be issued. Each product we carry is sold by weight not volume.

USPS delivers mail from Monday through to Saturday. Important: If you are shipping to a business location that is closed on Saturdays, we are not responsible for delays in delivery and do not take responsibility for perishable items in orders that might be delivered to a business location on Saturdays. We cannot control the exact day of delivery via USPS. Please ship to a residential address if you want to avoid Saturday deliveries. 

Damaged Items

We require photos of all damages when starting a claim for damages for insurance purposes. When your order arrives, please inspect the package immediately for any damages that may have occurred during shipment. It is normal for the shipping package to show some wear, however, if damage occurred to the products in your shipment let us know immediately. You can only make a claim of damages within 5 business days of delivery of your package. No exceptions nor extensions. Please note we do not offer refunds or replacements on orders that have packaging and parcel damages (on their exterior).
Henna Sooq's Customer Service can be reached at 1-833-811-7667, via email at hello@hennasooq.com and in live chat between the hours of 10:00 am and 5:00 pm EST Monday through Friday. Please make sure to include your order number and photos of the damages. We'll be happy to assist you. 

All uninsured packages are not liable for replacement nor can claims be processed on such parcels. Damaged parcels are the mishandling of USPS and uninsured packages have to be handled by the client and their local postal office. Please contact your postmaster directly at your local post office for assistance. Henna Sooq is not held responsible for damaged parcels that are uninsured by the client. We strongly recommend insuring or adding signature on all your packages.

Lost or Missing Orders

Occasionally orders get lost in transit and we want to ensure you locate your order as soon as possible. We entrust USPS to deliver orders in a timely manner and you have paid USPS to get your order to you safely and securely. 

Please follow these steps to trace your lost/missing order:

• Check your delivery confirmation or tracking number. This was sent to you via email from us at hello@hennasooq.com or hello@shophennasooq.com. Please check your junk/spam folder if you do not see it. Please go to USPS.com or UPS.com to track your order. Should you not be able to locate your tracking please contact us at hello@hennasooq.com or call us at 1-833-811-7667 for further assistance. 

• Make sure you have given us the correct address and a valid email address.

• Does your delivery confirmation or tracking numbers time of delivery match your usual time of mail delivery?

• Did your mail carrier drop off your package with a neighbor or another location when you aren't home?

• Did they leave you a pick up notice?

• Contact your Postmaster at your local post office or call UPS, to get further assistance and report possible thefts. It is a federal offense to steal mail.

Time limitation. Please note you have a responsibility to notify us within 5 business days from date your order shipped concerning any order not received to you. Notifying us after 5 business days will void your claim. You are responsible to follow up with all communications within 24-48 hours after we reply to you with any updates. 

Failure to follow up with us within that time frame will void any requests for replacements or refunds. No exceptions. No extensions.

Undeliverable or Unclaimed Mail

Should your order come back to us undeliverable and/or unclaimed, we will contact you to inform you. The following options are available to you:

• We can reship your order to you, in which additional shipping fees will apply. You would be responsible for shipping return costs to you.
  

• Should this be an order error on Henna Sooq's part, we will ship your order to you at no cost to you.

• Should you prefer to cancel your order, a 20% restocking and cancellation fee of $5.95 will apply. Shipping charges are non-refundable.

Mail Confirmed Delivered

If your parcel was confirmed delivered and you have not in fact received your package, please contact your local post office (USPS), and your courier first. Please follow our "Lost or Missing Orders" steps found above. After these steps have been taken, please contact us. Be sure to have your order number, and your USPS contact information ready for us so that we may start an investigation with USPS. Insurance only covers up to $50.00 in value, unless you have chosen added insurance options. Investigations take 14 days to complete. We will then notify you of any findings. Only after conclusion of our investigation with USPS, will the option of replacement shipment be sent to you. Refunds are not given with mail confirmed as delivered. No exceptions. Please view USPS-File Domestic Claim for further details.