Help and FAQ's

Shipping

 

Where does Sugarmat ship?

Sugarmat currently ships to internationally to over 50 countries around the world including USA, Canada, Latin America, Asia, Europe and Australia.

We are working on bringing Sugarmat everywhere around the world. Tag us @mysugarmat to let us know where you live!

Do you offer free shipping?

We offer free shipping for all orders over 100 USD! However, this cannot be combined with other discounts. The system will automatically overwrite free shipping if a better discount offer is available for you.

How long will it take to ship?

Shipping will usually take 7-10 business days (it may take a few extra days to deliver to remote areas and busy seasons). We’ll send a tracking number so you can watch your package’s journey. 

Are taxes and duties included in my order total?

Yep! If your order is subject to taxes or related fees, you’ll be charged at checkout. If in any case, you get charged for the customs, we will refund you, please contact help@sugarmat.com for further information.

Do you ship to PO Boxes?

Unfortunately, we cannot ship to PO Boxes at this time.

When will my order ship?

Here’s how it works: you order, we process, then we ship.

Ordering takes a few seconds. Processing takes 2-3 business days. Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!

I'm having problems with the tracking.

Sorry about that! In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via help@sugarmat.com. We can give you the inside info.

How can I edit my shipping address?

If your order is shipping to an incorrect address, please email

help@sugarmat.com ASAP.

 

Returns & Exchanges

 

How do I place a return or exchange?

We're sorry you didn't love your Sugarmat. Please reach out to

help@sugarmat.com with your order number and the products you'd like to exchange or return, and we'll take care of the rest.

What’s your return policy?

All returns must be processed within 15 days of receiving the order. Items accepted should not be worn, washed or altered. Order # must be provided to place a return.

You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded. Email us at

help@sugarmat.com and we'll help you place the return. Please note that the all sale items are final sale.

How long does it take to process a return?

Credit card refunds usually take 5-10 business days to appear on your statement.

What if my item(s) arrive damaged, defective, or incorrect?

If you received a product different from the one that you ordered, sorry about that! Please contact us at

help@sugarmat.com and we’ll be sure to get you the Sugarmat you ordered!

Order questions

 

How can I update my order?

Please email us at help@sugarmat.com as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.

How can I check the status of my order?

You can view order status on your Account page, which will be updated as soon as you are charged for your shipment and again once your order ships.

Can I use multiple promo codes at checkout?

You can use one promo code per order. If you’ve encountered two valid Sugarmat promo codes during your travels through the Internet, please choose the one you want to use more.