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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 big brands, we have to ensure we process orders as quickly as we receive them. 

USA Orders

All orders will take on average 24 hours or less to process* (during our hours of operation). Your order will be shipped with USPS (United States Postal Service) after it has been processed by us. This ensures the fastest and most economical methods of shipping. We offer you 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 November through to December, do note orders processing takes up to 3 business days to process due to volume and during major sale events. 

Priority and express will include delivery confirmation and up to $50.00 of 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 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. 

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. We are not responsible for taxes or duty charges imposed by Canadian custom agents. 

International Orders

All orders take 24-48 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 or South Africa etc..., which takes 4-6 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. 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 Online no longer offers local pick ups. You can find a retailer near you here: Retailers

Handmade Products

All handmade products such as henna paste, shampoo bars, soap bars, facial mud masks, and similar products may 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.

First Class

Orders being shipped out First Class, do not include insurance nor signature. Orders with this shipping option take 4-5 days to reach their destination.

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 24-48 hours of processing and then will be shipped out. Express mail takes only 1-2 business days to reach it's destination.

Rush Processing 

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. 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

Please speak with your post office or courier for special delivery requests. We do not 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.

Order Errors or Issues

Should you receive your order incomplete or with any order errors (or undelivered) please contact us immediately at 410-579-4543 or info@hennasooq.com. Please be sure to have your order number ready.

Time limitation. Please note you have a responsibility to notify us within 10 days of delivery of your order concerning any order issues or errors. Notifying us after 10 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 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. 

Perishable Products

Any perishable products such as henna paste, jagua paste, gel, cones, hair masks 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 absolutely 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. 

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 items 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.
Henna Sooq's Customer Service can be reached 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. 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 info@hennasooq.com. Please check your junk/spam folder if you do not see it. Please go to USPS.com and track your order. Should you not be able to locate your tracking please contact us at info@hennasooq.com or call us at 410-579-4543 for further assistance. 
  • Make sure you have given us the correct address and a valid 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 another location when you aren't home?
  • Did they leave you a pick up notice?
  • Contact your Postmaster at your local post office 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 immediately. 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 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

 

 

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