Shipping and Returns Policy
These shipping, returns & exchange policies apply only to Sultra.com. If you have ordered a Sultra product from another of our fabulous authorized retailers and have questions about order shipment, please contact the retailer's customer service department directly.
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
Once your Sultra.com order has been processed, it will be prepared for shipping.
- Having trouble finding shipping options for your order? Shipping options are visible in your shopping cart during the checkout process.
- 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.
- Orders are always shipped and delivered on business days (Monday - Friday, except major holidays).
- 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.
- 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.
- 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.
- Sultra.com cannot ship to P.O. Boxes.
- 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.
- 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.
- 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.
- 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.
- 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).
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 and return shipping costs with the return.
We regret that we do not refund original and return shipping costs with the return.
To ensure a timely refund, please follow the simple instructions below:
- If you have not already, please register your Sultra heat-styling tool at register.sultra.com to activate the two-year warranty.
- A Return Form is included with all Sultra.com orders. Make sure you have the return form handy before proceeding to Step 3.
- Call Sultra Customer Service at 877.2SULTRA (278-5872) to obtain a Return Authorization Number (RA#).
- Write the Return Authorization Number (RA#) in the upper right hand corner on the other side of this sheet (under your order number).
- Fill out the reason for your return in the "return reason number" section."
- Place the item in it's original packaging to ship your product. Include the Return Form with the RA# with your returned product.
- Place the unused item (in its original condition) and use the original packaging to ship your product. Include the Return Form with the Return Authorization Number (RA#) with the product.
- When you receive your Return Authorization Number (RA#) from Customer Service, you will also receive detailed shipping instructions for your return.
- Please note that we are unable to refund original shipping fees and return shipping fees. You will be responsible for 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. Please note that your financial institution may also take time to reflect the transaction. If you have any questions about your return, please contact Customer Service.
Returning a Gift
If you are returning a gift, we can refund the credit card used by the purchaser.
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.
Shipping & Returns: 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.
The Shipping Confirmation e-mail looks like this:
Dear Sultra Customer,
We would like to inform you that we have received the items you returned to Sultra from order #430585.
The items received are as follows:
07-18-2000 10:17:43.0 [Order #43069]
||The Laser Leopard Iron
Shipping: $0 Ground Shipping
10 ABC Street
Anytown, CA 94115
10 ABC Street
Anytown, CA 94115