FAQs
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General
What are your customer service hours?
Our customer service hours are 9 am - 5 pm PST Monday - Friday. We strive to respond to all questions/concerns within 72 hours.
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Why should I sign up for the emails?
With emails, you are able to find out what's new with Turquoise + Salt as well as find out about future promotions before anyone else. We let those who subscribe via email gain access to our new strands before they are announced anywhere else. That is why many of our strands tend to be sold out.
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Before You Order
Do I have to measure myself to place an order?
Yes, you have to measure yourself in inches. We do not charge extra for larger sizes. However, we will ask for verification if customers take advantage by doubling the inches. Please practice the honor system. If you do not enter your measurements, your order will not be processed until all information is received.
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For tips on how to measure, please click here.
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Can I input my pants size for measurements?
No. We need the actual measurements of your waist in inches.
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Strands
I see multiple strands on the picture, does this strand come with the strands that are pictured on the site?
No, most strands come with only one strand unless otherwise stated in the strand description.
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Forms of Payment
Must I log in to PayPal or have a PayPal account to make a purchase?
No, you do not need to log in or create an account with PayPal to make a purchase. You can check out as a guest via the PayPal Portal using your card information.
What currency are your products set in?
All products are set by default in USD.
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Ordering
How do I know if my order has been placed?
You will receive an order confirmation notice to the email address you provided along with a receipt. Be sure to check your spam folder as well for an order confirmation.
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Also, please make sure you enter your correct email address. Any misspelling can affect whether you receive an email confirmation.
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What if I change my mind before/after my order is shipped?
ALL SALES ARE FINAL. ALL SALES ARE FINAL. ALL SALES ARE FINAL.
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I've just placed my order, can I change it?
Not at this time. If you placed an order and would like to add an item, you will have to place another order.
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Shipping
How do I track my order?
Once your order is ready to be shipped, you will be emailed a United States Postal Service (USPS) tracking number at which point you will be able to keep track of your order.
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When can I expect my shipment to arrive?
Orders generally ship 2-3 weeks (14-21 business days) after purchase. Your order will ship out using the delivery choice you choose at checkout. We ship via USPS.
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*T-Shirts are not fulfilled by Turquoise + Salt. The fulfillment of shirts is completely out of our hands. Once your shirt ships, you will receive tracking information.
*Items in your order may arrive separately.
For Domestic Orders
USPS First Class Mail: 3-5 Business days
USPS Priority Mail: 2-4 Business days
USPS Priority+Rush: 1-2 Business Days
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For International Orders
USPS Priority Mail: 5 - 12 business days
If you qualify for free shipping (for domestic orders only), all orders will be shipped USPS Priority Mail.
Where do we ship?
We ship all over the world.
I have not received my order even though the tracking says shipped. What do I do now?
Once the item has been shipped, it is no longer in our hands. You will need to contact USPS with the tracking number provided to gain more information. If signature confirmation shows that it was signed for, you will need to contact USPS.
My order says delivered but I didn't receive my package. What do I do now?
Turquoise + Salt is not responsible for missing or lost packages. You will need to contact USPS to file a claim.
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I need the item reshipped. It's being returned to the sender.
If you provided the wrong shipping address and need the item reshipped to you, you will be sent an additional invoice, with a new shipping cost, to have the item reshipped. You must wait for us to receive the item back before we're able to ship to the correct address.
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I need the item reshipped. It was delivered to the wrong address.
Unfortunately, unless you can retrieve the package, you will have to place another order.
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Do I need to sign for my packages?
No.
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Do you ship to P.O. Box + APO addresses?
Yes, we do ship to P.O. Box + APO addresses.
Will I be charged customs and import duties?
Please note that Turquoise + Salt ships all international packages "Delivery Duties Unpaid." This means that all customs, duties, taxes, and brokerage fees are not charged by Turquoise + Salt and are the responsibility of the customer at the time of delivery. If the customer fails to pay these fees and the package is returned to Turquoise + Salt, we will not resend your package.
I accidentally input the wrong address upon checkout...what now?
We ship to the address provided. If you paid with PayPal and have a wrong shipping address on file with them, you will need to contact them and make sure that your address is updated with them before we can ship it out to that address or it will be shipped out to the address provided within PayPal. We only ship to the address provided upon purchase. If the item has not been shipped, please contact us as soon as possible. Once the item has been shipped you will have to contact USPS.
Discounts + Promo
Can I use more than one discount code on my order?
Only one coupon code per purchase when a discount code is available. Using the same code on multiple orders will slow down your order and move it to the back of the queue.
What happens if I forget to use a discount code?
Oh no!! We are sorry to hear this. Once your order has been placed we are unable to manually add the discount. Please note that this discount may be used on your next order if the code is still valid.
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Why won't my discount code work?
Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout. Please look at the terms and conditions of the discount code to make sure this offer is still valid. From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code.
Availability
Why has my order been canceled?
Our strands sell out super quickly due to such high demand and on occasions, an item you have ordered can suddenly become unavailable. These cases are rare. If an item in your order sells out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of a stock item.
The product I want is no longer there....what do I do?
Please keep checking back on our site and look out for our emails for any restock updates. Also, check our Facebook (Turquoise + Salt Waistbeads) and Instagram (turquoiseandsalt) pages.
Returns + Exchanges + Refunds
What is your return + refund policy for domestic physical products?
ALL SALES ARE FINAL.
What is your return + refund policy for international physical product orders?
ALL SALES ARE FINAL.
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"It's not the color I was expecting"
We do our best to display unaltered photos of our strands. Monitor display vs. in-person color may vary slightly.
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What is your exchange policy for product orders?
We are unable to process exchanges at this time.
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Pre-orders
What does it mean when an item says Pre-order Ship Date?
Pre-order now means the item will be available to ship on that date. The date stated is when the item ships. You are charged to reserve your item for that ship date.
If I purchased more than one item and one of the items is on pre-order when will I receive my shipment?
We ship out all items at one time. Once we receive all items, the item is then shipped to you.
Account
Must I log in to the website to make a purchase?
You do not need to log in or to create an account to make a purchase. You can check out as a guest.