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Complimentary Shipping on Orders Over $75 (USA only)

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

USA Orders

All orders will take 48 hours to process. Your order will be shipped with USPS (United States Postal Service) after it has been processed. This ensures the fastest and most economical methods of shipping. Saving you more! We use Priority Mail service which gets your order to you within 2-3 business days after it has been placed. Delivery confirmation, and up to $50.00 of insurance is included with your order at no additional cost.

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 holidays. Should you place an order over the weekend, your order will begin processing on that Monday when we reopen. 

Canadian Orders

Sorry we no longer take orders for Canadian clients. If an order does come through, it'll be refunded in full. Exception, wholesale account holders. Please place all orders for Canada at www.HennaSooq.ca

International Orders

All orders take 48 hours to process and are shipped with USPS (United States Postal Service) after it has been processed. This ensures the fastest and most economical methods of shipping. Saving you more! We use Priority Mail service which gets your order to you within 7-10  business days after it has been placed to most countries. Some countries may experience longer delays (such as Brazil, which takes 3-4 weeks). 

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. Sometimes international order needs adjusted shipping rates, which we will be more then glad to do for you, or give you a quote. Just let us know. Contact us at info@hennasooq.com for more information on international shipping rates and delivery times.

We ship orders out from Monday to Friday excluding holidays. Should you place an order over the weekend, your order will be shipped out the following Monday.

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

Tracking numbers are emailed to you once your order has been shipped via direct shipping confirmation from Paypal, if you've made your payment online with paypal. Henna Sooq has tracking numbers set up so that tracking numbers come directly through paypal where our shipping labels are created from, and no tracking number will come directly from Henna Sooq if you've paid online with paypal.

Tracking numbers for Pay by Phone orders will be emailed directly to you from your shipping confirmation from Henna Sooq.

Local Pick Up

Sorry Henna Sooq USA no longer offers Local Pick Ups.

Handmade Products

All handmade products such as henna paste, shampoo bars, soap bars, facial mud masks, and similar products will take an additional 2-3 business days to be processed. This ensures that your product is freshly made. Thank you for your understanding and patience.

Exceptions

Fresh henna paste does not qualify for free shipping offer. Express mail service will apply. Please make sure to add this to your order, or your fresh henna paste will not be shipped out.

First Class

Orders being shipped out First Class, do not include insurance. Please add insurance to protect your package.

Express Mail Service

For express mail services we use USPS. Express mail service will not place your order ahead of orders made before yours. Express mail is still subject to 48 hours of processing, and then will be shipped out. Express mail takes only 1-2 business days to reach it's destination. 

Rush Processing

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. In house rush processing option is subject to standard priority mail service charges. This service option is only an in house processing upgrade, not a shipping upgrade. Should you need express shipping, please select that option in combination with in house rush processing service option.

Special Delivery Requests

We're unable to take any special delivery requests. We don't have control over how USPS or private courier will leave your order. We're unable to request that USPS leave your order in a certain area for delivery. Please speak with your post office or courier for special delivery requests. 

Signature and Insurance

USPS includes up to $50 insurance on priority mail shipments, and up to $100 on express shipments. First class shipments ($4.95 rate) 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. Since insurance is sometimes not enough, Henna Sooq now includes signature with every order. Sorry signature can't be waived. Clients are responsible for picking up their orders that require signature at their local post office, if their USPS courier requests this. Signature ensures your order is in your hands. This guarantees your order will be delivered as sent.

Order Errors

Should you receive your order incomplete or with errors please contact us at 410-579-4543 or info@hennasooq.com immediately. Please be sure to have your order number ready. 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 preppaid envelope. Please return the product sent to you in error inside the prepaid envelope within 72 hours of receipt. Failure to return product errors will result in additional charges. 

Damaged Items

When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the shipping package to show some wear, however, if damage occurred to the items in your shipment, first please contact your local post office to file a complaint and loss on damages, if this applies. Follow up with notifying Henna Sooq's Customer Service at 410-579-4543 between the hours of 10:00 a.m. and 6:00 p.m. Monday through Friday EST or via email at info@hennasooq.com. 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 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 from Paypal or USPS via email. Sometimes these emails get sent to your junk/spam. folder. Please go to USPS.com and track your order. Should you not be able to locate this number please contact us at info@hennasooq.com.
  • Make sure you have given us the correct address, and email address.
  • Does your delivery confirmation or tracking number's time of delivery match your usual time of mail delivery?
  • Did your mail carrier drop off your package with a neighbor, or some other place when you aren't home?
  • Did they leave you a pick up notice?
  • Contact your Postmaster at your post office to get further assistance, and report possible thefts. It is a federal offense to steal mail.

Undeliverable or Unclaimed Mail

Should your order come back to us undeliverable or unclaimed, we'll issue you a refund, minus shipping costs, and you'll be charged a 20% restocking fee. Should you like to reship your order, additional shipping costs will apply.

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 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

 

 



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