FAQ's

       

Need Help?

Our Website is open 24/7, check out our Blog for our most FAQ's regarding
our products and haircare regimen.
Our customer service department is open Monday-Friday 9am-5pm EST and some weekends via email, emails are answered in the order received.
We speak 3 languages English, Spanish and Portuguese.
Have a product, hair routine or order question?
Email us at info@sunnyindenbigh.com

 

                    

DURING COVID-19, CAN I STILL SHOP?

For the health and safety of our community, in regard to the public health emergency, we've taken the decision to temporarily move to 3 Day Shipping Schedule. This means we will ship 3 days a week only.

However, you can continue to shop and your order will be shipped in the order it was received on the next shipping day.

Here’s how it works:

1.     We'll still be accepting online orders. You can add items to your Shopping Bag and proceed to checkout as usual.

2.     We'll ship your purchase in the order it was received on the next shipping day. Be advised there may be delays in our normal shipping schedule, we will communicate any known delays via email. Please check your emails for shipment confirmation and then use your tracking number for daily UPS updates.

3.    ALL SALES ARE FINAL.

We do not offer refunds or sales adjustments on previous purchases.
Please email our Customer Care Team at info@sunnyindenbigh.com should you have any questions about your order.

 

WHY IS MY ORDER DELAYED

Why is my order delayed?

Due to the increased number of orders and for the health and safety of our community, in regard to the public health emergency, we've taken the decision to temporarily move to a 3 Day Shipping Schedule. This means we will ship 3 days a week only.

EXPECT TO RECEIVE YOUR ORDER WITHIN 7-10 BUSINESS DAYS OF PLACING YOUR ORDER.

Stay tuned for an email update when your order is on its way, no need to email us if you have received a Confirmation Email for your order it will be processed in the order it was received. If you have not received an updated email it means your order has not been processed. If you still have not received an email stating your order has shipped and its outside of the 7-10 business days window please do not hesitate to contact us at info@sunnyindenbigh.com

ADDRESS VERIFICATION/NON-DELIVERABLE PACKAGES

Please ensure the Delivery address on your order is correct. We are NOT responsible for Mis-delivered or Undelivered packages due to incorrect addresses on orders. For packages that are Non-Deliverable and returned to us the customer will be responsible for paying a New Ship Fee. Ship Fee is based on the weight of the package and will be invoiced to the customer and must be paid in full before we will re-ship.

 

DO YOU SHIP INTERNATIONALLY?

While Sunny In Denbigh is a U.S. based company we do ship internationally to over 40 destinations in Europe, Latin America and some parts of Asia.

However due to COVID-19 restrictions and delays on USPS Shipping we have made the difficult decision effective November 15, 2020 to Temporarily Close ALL International Shipping.  We will Revisit Reopening International Shipping at a later time,  please continue to check back. We apologize to all our loyal international customers and trust we are working diligently to stay abreast of this concern. Please continue to check back for additional updates.

Feel free to email info@sunnyindenbigh.com with additional questions concerning your order.

 

HOW MUCH IS INTERNATIONAL SHIPPING?

Once International Shipping Resumes: We offer International shipping via USPS or DHL from the 30th through to the 5th of each month;

We charge a flat rate for Canada:

$45 plus $2 for each item added to order

For Europe, parts of Asia and South America we charge a flat rate:

$60 plus $2 for each item added to order;

** Please note additional charges may apply for orders of 20 lbs or more, you will receive an email with a payment link for overweight fee;

You may also be assessed a “Customs Charge” in the destination country; We are NOT responsible for this charge; We are NOT responsible for the loss or damage on any international orders;

I DO NOT SEE MY COUNTRY ON THE LIST AT CHECK OUT?

There are still Covid-19 restrictions on International Shipping in some locations. To ensure prompt delivery and the best overall customer experience we have excluded these countries from our international shipping list. Please continue to check back with us every month from the 30th through to the 5th of each month.

MY ORDER IS DELAYED AND HAS NOT YET BEEN SHIPPED. CAN I CANCEL, SUBSTITUTE OR ADD A PRODUCT(S) TO MY ORDER?

To avoid shipping delays and inventory count errors

We Do Not do “Order Add Ons” or Subsititutions.

We Do Not Cancel Orders ALL SALES ARE FINAL.

Orders in most cases are processed within 24 hours and are in “Pre-Shipment” which means they have already been processed and are awaiting UPS Pick-Up (They will go out in the next shipment).

To Save time please create a FREE Sunny In Denbigh Profile, there you will find the most updated information on your order including tracking number.

During High Volume days, If there is no tracking number on your order and you’re still within your 7-10 BUSINESS DAY (does not include weekends) window this means that your order has not been processed and you will receive a Shipping confirmation email soon (Please Do Not Email Us)

If you are outside of the 7-10 BUSINESS DAY window please email us ASAP at info@sunnyindenbigh.com .

WHAT TO DO IF YOUR PACKAGE ARRIVES DAMAGED, MISSING OR WRONG ITEM?

For damaged packages you will be asked to file a claim with the Carrier. You can still email us with a photo of the box and the product(s) that were damaged. We will direct you to the next step.

For Missing or Wrong Items please notify us via email within 24-72 hours of receiving your package, include a photo of ALL the items received and the box it came in, so we can help you with your concern.

 Please note any Missing or Wrong items reported after this time period will not be replaced. 

WHY DON’T YOU OFFER SALES ON YOUR PRODUCT?

We use only Top Quality Natural Products with No additional chemicals or preservatives;

We also source them from countries that naturally produce the products which costs money to transport. Once you begin to use our products and achieve your desired results you will see that they are worth every penny.

We are not the cheapest but we are the best!