SHIPPING AND RETURNS

Order Confirmation

When you place an order at Sultra.com, you will receive an Order Confirmation email indicating that your order has been placed.

The Order Confirmation contains the following information.

  • 7-digit Order #
  • Date of purchase
  • Order total
  • Shipping method
  • Your contact information & billing address
  • Itemized description of your purchase

Shipping

Once your Sultra.com order has been processed, it will be prepared for shipping.

  1. Having trouble finding shipping options for your order? Shipping options are visible in your shopping cart during the checkout process.
  2. Sultra.com orders are processed every business day, except national holidays, between 5am – 5pm PST. Depending on the time of day an order is received, it may be processed that day or the following business day. For example, orders placed after 5pm PST on Friday will be processed the following Monday at the earliest.
  3. Orders are always shipped and delivered on business days (Monday – Friday, except major holidays).
  4. Please note that the order ship date will usually be the day after you place your order online. The day you place the order is the purchase date. The day the order ships is the order shipment date.
  5. You will receive an order confirmation email as soon as you place an order at Sultra.com. At the present time, Sultra.com cannot auto-generate shipping confirmation emails. For questions about shipping confirmation after placing an order, please contact Sultra Customer Service.
  6. Sultra.com ships orders to customers throughout the USA (including Alaska & Hawaii) and Canada. Sultra.com cannot ship orders to Puerto Rico, Guam or any other US territories outside the 50 US states. Sultra.com cannot ship to Mexico.
  7. Sultra.com cannot ship to P.O. Boxes.
  8. We offer free standard UPS ground shipping for Sultra.com orders placed in the USA. Orders shipped via standard shipping are usually delivered within 7-10 business days from the order ship date.
  9. We do NOT offer free standard ground shipping for Sultra.com orders placed in Canada. Sultra is also not responsible for custom duties and clearance; the Canadian customer will be responsible for paying such duties.
  10. We offer expedited shipping methods for customers in both the USA and Canada, including Overnight. Extra fees and/or duties must be paid by the customer.
  11. Orders shipped via Overnight Shipping are usually delivered within 1 business day from the order ship date. Please note that overnight orders placed in the afternoon may not be processed until the next business day.
  12. Please note that Canadian orders are usually delivered 7 – 14 days from the order’s ship date (which may be the day after you place an order at Sultra.com).

Returns

We’ll gladly accept returns for any Sultra.com order. We must receive the unwanted items within 60 days of the PURCHASE date (the date you placed the order on Sultra.com). We regret that we do not refund original shipping costs with the return.

To ensure a timely refund, please follow the simple instructions below:

  1. If you have not already, please register your Sultra heat-styling tool at https://sultra.com/pages/product-registration to activate the two-year warranty.
  2. Email customerservice@sultra.com or call Sultra Customer Service at 877.2SULTRA (278-5872) to obtain a postage paid shipping label.
  3. In your email outline the below
  4. Reason for your return. 
  5. The dimensions of the box you are shipping the tool back in. [Weight, Height, Length, Width]
  6. Place the item in its original packaging to ship your product (If you do not have the original packaging, you can use what is available).
  7. When you receive your postage paid shipping label from Customer Service, you will also receive detailed shipping instructions for your return.
  8. Please note that we are unable to refund original shipping fees.

Refunds and Credits

Returns are eligible for refunds or credits only if the item returned is received within 60 days of the PURCHASE date. It may take up to 30 business days to process the return and credit your account. We will notify you via email once your return has been processed.

Returning a Gift

If you are returning a gift, we can refund the credit card used by the purchaser.

Exchanges

Please note that we do not offer exchanges for returned products at this time. If you would like to exchange an item, please return the item and then purchase the new item at Sultra.com.

Return Confirmation E-mail

When the warehouse has received your return and it is ready to be processed, you will be receiving a Return Confirmation email in your inbox. The email contains the details of your return shipment as well as information about your refund. Please note that returns can take up to 30 business days to process. We only ship replacement tools within the US & Canada.