Have questions? We have the answers!

How much does shipping cost?

Our Economy Shipping (3 to 4 days) costs a flat $4.95 per order
Our Express Shipping (1 to 2 days) costs a flat $12.99 per order
Orders over $69 automatically receive FREE Economy Shipping.
Orders of $250 or more are automatically upgraded to FREE Express Shipping.

How are orders packaged?

To protect your privacy, our orders are discreetly packaged in a plain white or brown box (or padded envelope) with no mention of SutraVibes or the type of products inside the package.

Do you ship to a PO BOX?

We can ship to a PO BOX, however orders will be shipped via the US Postal Service only.

Do you ship to Alaska/Hawaii?

We ship to Alaska and Hawaii at no additional charge. Please allow for 1 to 2 additional days for delivery.

Should I refuse my shipment if I no longer want an order that I placed?

Please do not refuse your shipment. If you have changed your mind after your order has shipped, please do not open your package when you receive it. Visit our Returns Page and begin a Return Merchandise Authorization (RMA) request to begin the returns process. Our Customer Care Team will coordinate with you to have the package returned to us.

What should I do if my order shipped and the address I provided is incorrect?

Please inform our Customer Care Team promptly in the event the address you provided is incorrect. We will make every effort to correct the address while the package is in transit. If the shipper charges a fee to modify the address while in transit, the customer will be charged for this fee.
In the event that we are unable to modify the address and the package is returned to us, the customer must pay to have it shipped again. If the customer’s order qualified for free shipping, the actual cost of shipping will be charged to have the package reshipped.

What happens if my package is returned to SutraVibes as undeliverable?

If the customer is at fault, we will charge a re-stocking fee if the customer no longer wants the package or a redelivery fee to ship the package again.

Can I request signature on delivery?

Please choose “signature on delivery” during the checkout process.

Do packages have tracking numbers?

All of our packages are shipped with tracking numbers.

How long does it take for my order to ship once I place my order?

Orders are shipped no later than 1 business day after you place your order. Our goal is to have orders shipped the same day if they are placed by 9 AM PT / 12 PM ET.

Do you ship to APO/FPO addresses?

We do ship to APO/FPO addresses and packages will be shipped via the US Postal Service only. Delivery times stated during your checkout process do not apply to APO/FPO addresses as deliveries may take longer to their final destinations.

What types of credit and debit cards do you accept?

We accept VISA, MasterCard, American Express, Discover, Diners, JCB and UnionPay credit and debit cards.

Do you accept eChecks?

Yes, we accept eChecks. Please choose eCheck during checkout.

Do you accept cash or money orders?

We do not accept cash, money orders, or any payment that would require it to be mailed to us. If you wish to use a check, please utilize our eCheck facility.

Do you accept Paypal?

We do not accept Paypal as it would violate our high privacy standards. Paypal requires SutraVibes to appear on your statement and requires us to submit a list of products ordered which will appear in your Paypal account and in your Paypal emails.

What will appear on my credit card statement?

For the protection of your privacy, “SutraVibes” will never appear on your statement.

We maintain a high level of privacy by making sure charges from SutraVibes mention something simple to help you recall your purchase, yet prevent anyone else from knowing where or what our purchased.

If you have further questions, please do not hesitate to contact our Customer Care Team.

Can I return products that I have ordered?

All returns must be initiated within 15 days of the date of delivery. Due to legal and sanitary reasons, we cannot accept returns for items that are used, opened, tampered with, tried on, or altered in any way unless the item is defective or damaged on delivery.

We will accept returns for the following reasons only:

1) Incorrect Item – if you received the wrong item, you may return the item to us for a full refund or replacement. The item must not be used, opened, tampered with, tried on, or altered in any way.

2) Defective/Damaged Item – if the item you received is defective or damaged, you may return it to us and upon inspection, we will replace it or issue a full refund.

Please request a Return Merchandise Authorization (RMA) by filling out our Returns Form. Your return request will be processed within 1 business day and we will email you instructions to return your item(s) to us. Please do not send returns to us without a RMA as our Returns Processing Department will not accept them.

If you have further questions, please do not hesitate to contact our Customer Care Team.

Do you have a Satisfaction Guarantee?

We do not provide a Satisfaction Guarantee on any of our products unless explicitly stated on the product page.

We do our best to provide the most accurate information directly from the manufacturer on all of our products. We encourage you to do your research and due diligence prior to making your purchase.

Our Customer Care Team is available to answer your questions and can often help put you directly in touch with the manufacturer to answer your questions.

What should I do if my product stops working after your return period?

If a product is defective outside our return window (15 days from your date of purchase), check and see if the product is covered by a manufacturer’s warranty. If it is, you would need to contact the manufacturer and follow their procedures for having your item repaired or replaced. If you are unsure, our Customer Care Team is always available to assist you.

Please be aware that we do sell Upgraded Extended Warranties to help you protect your high end product purchases. Please see the specific product page for Upgraded Extended Warranty options.

Should I refuse my shipment if I no longer want an order that I placed?

Please do not refuse your shipment. If you have changed your mind after your order has shipped, please do not open your package when you receive it. Visit our Returns Page and begin a RMA request to begin the returns process. Our Customer Care Team will coordinate with you to have the package returned to us.

Where do I send my returns?

We utilize several returns processing locations depending on the items being returned. Please visit our Returns page and begin the RMA process. Your RMA number will include the address and dedicated instructions for your returns.

How should I send my returns?

All returns require an RMA number. We strongly recommend sending returns via an insured, trackable method of shipping and with an adult signature required on delivery. We are not responsible for lost or missing returns. Your RMA email will include detailed instructions. Please read them carefully prior to sending us your return.

If you have further questions, please do not hesitate to contact our Customer Care Team prior to shipping us your return.

How long do refunds take to show up on my statement?

Refunds take up to one billing cycle to show up on your paper or electronic statement. If you have access to online or telephone banking you should see it within 5 business days of our refund confirmation email.

In the event your refund has not shown up or you are unsure, please contact our Customer Care Team for prompt assistance.

Do you share any customer information?

We never share any of your personal information with any third parties or affiliates. We will not email you anything other than information related to your order (e.g. receipt, tracking number) without your permission.

What kind of emails will I receive?

We do not send unsolicited emails (spam). We will only email you about orders you have placed. You can expect to receive order and shipping confirmation emails. In the event there is an issue with your order (e.g. out of stock item, shipping delays, etc.) we will email you.

Do you send out any kind of marketing emails?

We do not send out any marketing emails unless you go through our opt-in process to give us explicit permission to do so via our Mailing List page.

What are your Customer Care hours?

We are available via Live Chat and Email for customer service from 10 AM to 6 PM ET.

Do you offer phone support?

We do offer phone support on a case by case basis. We encourage customers to use our state of the art Live Chat and Email Support Systems as their primary means of support.

What is the SutraVibes Holiday Schedule?

SutraVibes Shipping Department is closed & Customer Care has a limited staff on:

Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Eve
Christmas (observed)
New Year’s Eve (observed)
New Year’s Day (observed)

Where do I send my returns?

We utilize several returns processing locations depending on the items being returned. Please visit our Returns page and begin the RMA process. Your RMA number will include the address for your returns.

What is your mailing address?

Letters & Documents can be sent to us at:

SutraVibes.com,
30 N. Gould St, Suite 5834,
Sheridan, WY 82801

Please do not send returns, packages, boxes, or anything other than documents and letters to our mailing address. Those items will be refused delivery and promptly returned to the sender.

Do all the products come with a warranty?

Each product has a specific warranty policy. Please see the individual product page for warranty information.

Can I purchase an extended warranty for my product?

SutraVibes exclusively offers upgraded extended warranties for certain products. Please see the product page to see if an extended warranty is available.

How does the Upgraded Extended Warranty work?

We offer an upgraded extended warranty for certain high end products to protect your purchase above and beyond the warranty offered by the manufacturer. The upgraded extended warranty allows you to purchase an extended warranty that begins when the manufacturer warranty ends.

For example, if a product comes with a 1 year manufacturer warranty and you purchase an upgraded extended warranty for 2 years, you would contact us in the event the product you purchased stopped working after the first year from your original date of purchase.

An Upgraded Extended Warranty covers the same terms as the manufacturer’s warranty, however normal wear and tear, abuse, and misuse will not be covered. The customer must ship the product to us with a valid RMA number. SutraVibes will pay for shipping to return the repaired or replaced item back to the customer. Please see your Upgraded Extended Warranty Terms and Conditions for further details.

Can I buy an extended warranty for products not purchased at SutraVibes?

If you have purchased a product at a merchant other than SutraVibes (i.e. 3rd party merchant) and you are within 30 days of the original date of purchase, you may purchase extended warranties for your product. Please see the product specific page and look for the Third Party Extended Warranty Purchase Option.

Once you purchase a Third Party Extended Warranty, you will be required to send us a copy your proof of purchase which shows the name of the merchant, your order #, date of purchase, the specific item/model number, and your purchase price. Your proof of purchase must be received within 3 business days of the purchase date of your Third Party Extended Warranty. We only sell Third Party Extended Warranties for products ordered within the past 30 days.

How do I file a claim for an Extended Warranty?

Please visit our Returns page and begin the process to request an RMA number.

How do Third Party Upgraded Extended Warranties work?

Third Party Extended Warranties cover the same terms as the manufacturer’s warranty, however normal wear and tear, abuse, and misuse will not be covered. The customer must request a RMA number and ship the product back to us with a valid RMA number. SutraVibes will pay for shipping to return the repaired or replaced item back to the customer. Please see your Third Party Extended Warranty Terms and Conditions for further details.