Frequently Asked Questions
December 28, 2022 2023-05-30 7:28Frequently Asked Questions
- Placing An Order?
- Modify/Cancel order?
- Shipping and Delivery?
- Payment?
- Order Issues?
- Product Care Guide?
Why have I not received an order confirmation?
If an order was placed and processed successfully, you should have received an automated order confirmation via e-mail. Please check your Spam/Junk mailbox again if you do not see any email in your inbox. If you checked your Spam/Junk mailbox and still did not receive the confirmation e-mail, we recommend you to contact us so we may investigate this for you.
Where does Sadjest ship from?
While we print a portion of our products at our US facilities, we also operating with several fulfillment centers around the world (EU, UK, Australia, and Asia) to offer our shoppers a greater variety of merchandise. We only work with vendors who abide by our strict quality control guidelines and standards. We hope you love the final product as much as we do!
Can I use multiple discount codes on a single order?
Discount codes don’t stack. Only one discount at a time can apply to a single order.
I placed an order, but forgot to use a coupon, can I add it now?
We’re sorry, we cannot add coupons to orders that have already been placed. On the bright side, you can save this code for your next purchase! Or, you could cancel the current order, then place a new order using the code or points. Note: 1. Some items might be sold out by the time you re-purchase. 2. Every coupon has an expiration date.
I would like to modify my order?
If you need to cancel or change an order, please contact us as soon as possible. Please note: Your order is only eligible to be cancelled and modified within 02 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled or modified.
I would like to cancel my order?
To cancel an order, you can cancel by contacting our support team via support email. Please include your order ID and a reason for your cancellation as we’re always looking to improve. Please note: Your order is only eligible to be cancelled and modified within 02 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled or modified.
How can I change my shipping address?
If the shipping address on your order is incorrect, please get in touch with our support team as soon as possible so that we can make our best effort to request a shipping address change with our fulfillment center. Please send request via our support support email support@sandjest.com. Please keep in mind, you can change the shipping address within 02 hours of placing the order.
Why was my order divided into two or more packages?
We apologize for any inconvenience. In these cases, your order may be shipped in separate packages: 1. As we currently ship from various global warehouses, there may be items that are in stock at another facility. 2. We may ship available items first so you don’t have to wait longer for an item to restock.
My tracking number doesn’t work, what should I do?
If your tracking number is not working, it may be because the shipping carrier’s system hasn’t updated yet or the package was not scanned right away. Please allow 24-48 hours for your tracking number to update and check again. If after 48 hours you are still experiencing problems, you can contact our support team via support email.
What should I do if my package is lost in-transit? It’s been a while since the tracking was last updated.
We’ve been noticing that most carriers (USPS, DHL eCommerce, UPS, etc) aren’t scanning packages as frequently as they normally do. Some packages will appear to be stuck in a single location for multiple days and then suddenly deliver on time to the customer, others don’t show any movement in-transit until the order is delivery. This can understandably be a bit confusing and frustrating. We advise you to refer to our ETA first, to check if your order has passed the standard shipping time frame: link page shipping policy. If the tracking information on your package is incorrect (for example showing a destination that is not en route to you), or it hasn’t been updated in more than 20 days, it is possible that your package is lost. Please contact us with the detail of your order and one of our agents will assist you right away.
I’ve moved and tried using the forwarding service to my new address but I did not receive it?
Please keep in mind that if a forwarding service has been used, we have no control over the shipping progress. We will not be liable for any damage, defect, or loss that occurs. We will not offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk. We highly suggest personally contact the post office as well to check for updates regarding your initial request to them. Please contact the local post office with your tracking number to check.
My order shows it is being returned to sender, what now?
If an item could not be delivered for any reason, the item would be sent back to the indicated return address. The following are common reasons for items returned to sender: The address does not exist or is incorrect The addressee has moved without providing a forwarding address The item is refused by the address. Please recheck your shipping address in the confirmation email before reaching out to us: If the shipping address is correct, please contact us and we’ll do our best to get this sorted for you. If the shipping address is incorrect, we request a re-shipping fee to resend your order.
The tracking shows my order as being delivered, but I haven’t received it?
We’re sorry to hear that you haven’t received your order. So we can look into this for you please make sure you’ve done the following. Carrier may have placed it in a safer location, please check: Mailbox, Porch, Garage, Any area out of potential weather hazards, exterior doors and any locations where the package could be placed Check your mailbox again as some packages come separately from your regular mail. Check with others in your house that may have accepted it. If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping In rare cases, package may show as ‘delivered‘ but could take additional 24 hours.
What kind of payment methods do you have?
We currently accept the following forms of payment: Credit/Debit card PayPal You may switch your payment option to another at checkout
Do you offer Cash on Delivery?
We apologize for the inconvenience. We currently do not support Cash on Delivery (COD). You may pay with one of the following forms of payment: Debit/Credit Card, PayPal.
Why is my card getting declined?
There may be several reasons why a transaction does not go through. We recommend checking the following list of possible reasons and reaching out to your credit card issuer/bank for further information. Insufficient funds Check the funds available in your bank account. Card is expired Check the expiry date shown on your credit or debit card. Withdrawal limit exceeded You may have reached a daily limit for a single vendor that could be set up by your card issuer or bank. Contact your bank for further information or retry the following day. Card is blocked Please try again in 30 minutes. If that doesn’t help, contact your bank or try adding a new card. A technical error occurred Please retry the process at a later time. Bank declined the transaction Please contact your bank for more information.
I received the items that are not as described?
If the item you received arrived doesn’t match the description, you should follow the steps below: Compare the items you received to the description on the product detail page. Please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may slightly different from actual items in terms of color due to the lighting during photo shooting or the monitor’s display. If your items are still significantly different compared to the photos or description, please contact our support team via support email with photos of the items you received and the received package’s cover including the detailed shipping label to best assist you.
I am missing items from my order.?
Please check your tracking confirmation email or order packing slip to ensure items are not arriving in separate shipments. If your missing item was shipped from a different fulfillment location, it may still be in-transit to you. If you are not able to locate an additional shipment and you are still missing items, please contact our support team via support email with photos of the items you received and the received package’s cover including the detailed shipping label.
My order arrived damaged/broken/defective?
We’re sorry you received a parcel with damaged/broken/defective items! We pride ourselves on using good-quality packing materials to keep things protected, but we can’t always control what happens in transit. Let us know by contacting our support team via support email with photos of your order and the received package’s cover including the detailed shipping label, we’ll do our best to get this sorted for
you.Why was my order divided into two or more packages?
We apologize for any inconvenience. In these cases, your order may be shipped in separate packages: As we currently ship from various global warehouses, there may be items that are in stock at another facility. We may ship available items first so you don’t have to wait longer for an item to restock. Items that are shipped separately will not be charged for additional shipping. You’ll receive a shipping notification for each shipment in your order.
How to clean my stainless steel tumbler?
Wash all parts with warm, soapy water. Rinse all parts and allow time to dry before first use. Residual should not be left for longer than 24 hours. Rinse thoroughly all parts with warm, soapy water then allow it to be dry completely for the next use DO NOT use scratchy cleaners, scrubbers (such as steel wool scrubber) since they may peel of printed design. DO NOT use bleach or cleaners contain chlorine. Hand washing is recommended. The lid is top-rack dishwasher safe however, hand wash is also recommended for the lid. Before first use, and as soon as possible after each use, wash all parts with warm, soapy water. Rinse all parts thoroughly and allow time to dry. If residual is trapped between components, such as lid parts, body parts (flexible rubber band and/or stopper), hand washing is recommended to ensure all parts are cleaned thoroughly. For maximum thermal capability, preheat or pre-chill prior to use by filling hot/cold tap water, close the lid and let it stand for 5 minutes before emptying water. NEVER use microwave, conventional oven or other heat source for this purpose.
Will it fit my cupholder?
Yes. Our tumblers are designed to join you on the drive, in the boat, and around the fire and should fit in most cupholders.
Can I use it for hot and cold drink?
Yes. Keep in mind that using it for cold drinks immediately after a hot drink may affect its cold holding ability, and vice versa. Do not use straw lid with hot drinks
Is Sandjest tumbler BPA-Free?
Yes – all of Sandjest tumbler is 100% BPA-Free.
