FAQ

💬 FAQ – Frequently Asked Questions

Welcome to the Saatva Help Center!
Below you’ll find answers to our most common customer questions.
If you still need assistance, our support team is happy to help.

🛍️ About Orders

Q1: How long does it take to process my order?
A: Orders are typically processed within 1–3 business days after payment is received.
We do not ship on weekends or public holidays. Orders placed on Friday evenings or holidays will be processed on the next business day.

Q2: Can I change or cancel my order after placing it?
A: If your order has not yet entered the packaging stage, we may still be able to cancel or modify it.
Please contact us as soon as possible at 📧 martinezelizabetheuvrc9428@gmail.com with your order number.

Q3: What payment methods do you accept?
A: We accept the following payment methods:

  • Credit/Debit Cards (Visa, MasterCard, American Express, Discover)

  • PayPal

  • Apple Pay / Google Pay

  • Shop Pay (installment options available for eligible orders)

Q4: I didn’t receive a confirmation email. What should I do?
A: Please check your spam or promotions folder and confirm your email address was entered correctly.
If you still can’t locate the email, contact our support team and we’ll resend it promptly.

🚚 Shipping & Delivery

Q5: Do you ship internationally?
A: Yes! We currently ship to:

  • All U.S. states (including Hawaii and Alaska)

  • Canada, Australia, the United Kingdom, and select EU countries
    To confirm availability for your location, enter your ZIP or postal code at checkout or contact us directly.

Q6: How long does shipping take?
A:

  • Standard U.S. Shipping: 3–7 business days

  • Expedited U.S. Shipping: 1–3 business days

  • International Shipping: 7–21 business days (varies by destination and customs clearance)

Q7: How do I track my order?
A: Once your order ships, you’ll receive an email containing your tracking number and a direct link to track your package.
You can also log into your account anytime to view your order status.

Q8: My package says “delivered” but I haven’t received it.
A: Please check the following before contacting support:

  • Was it accepted by a neighbor, roommate, or building front desk?

  • Was it left in your mailbox, at the doorstep, garage, or parcel locker?
    If you still cannot locate your order, reach out to us immediately and we’ll assist in investigating with the carrier.

🔁 Returns & Refunds

Q9: What is your return policy?
A: We accept returns within 30 days of delivery. Items must be unused, in their original condition and packaging.
Please review our detailed Return Policy for full information.

Q10: What items are non-returnable?
A: The following cannot be returned:

  • Used or damaged products

  • Personalized or custom-made items

  • Final sale / clearance products

  • Opened beauty or hygiene items (for safety reasons)

Q11: Do I have to pay for return shipping?
A:

  • If the return is due to a defect or our error, we’ll cover all return shipping costs.

  • If returning for personal reasons (e.g. wrong size, changed mind), the customer is responsible for return shipping.

Q12: When will I receive my refund?
A: Once your return is received and inspected, your refund will be processed within 5–10 business days to your original payment method.

🛡️ Product Quality & After-Sales

Q13: What should I do if my item arrives damaged or defective?
A: Please take clear photos of the issue and email them to 📧 martinezelizabetheuvrc9428@gmail.com within 72 hours of delivery.
Our team will respond within 24 hours and arrange a replacement or refund.

Q14: Do your products come with a warranty?
A: Apparel and beauty products are not covered under warranty.
For electronics or devices, please refer to the product description or contact our support team for warranty details.

🧾 Other Questions

Q15: Do you accept discount codes?
A: Absolutely! Enter your promo code at checkout under the “Discount Code” field.
Please note that some promotions may not be combined.

Q16: Can I send an order as a gift?
A: Yes! You can mark your order as a gift at checkout. We’ll remove price tags and, where applicable, include gift-ready packaging.

Q17: How can I contact you?
A:
📧 Email: martinezelizabetheuvrc9428@gmail.com
📍 Address: 1018 Pamela Drive, Kinston NC 28504, United States
⏰ Response Time: Within 24 hours