Customer Service Policy

Thank you for choosing Saltair. Our goal is to ensure your experience with us—from browsing to unboxing and beyond—is as refreshing and uplifting as our products. This policy outlines our commitments to you regarding shipping, returns, exchanges, and support.

1. Shipping & Delivery

  • Processing Time: All orders are processed within 1-3 business days (excluding weekends and holidays) after payment confirmation.

  • Shipping Carriers: We partner with reliable carriers (such as USPS, UPS, or FedEx) to deliver your orders safely and efficiently.

  • Tracking: Once your order ships, you’ll receive a tracking number via email so you can follow your package’s journey to you.

  • Delivery Delays: While we do our best to ensure timely delivery, we are not responsible for delays once the package is in the hands of the carrier or for delays due to customs (international orders).

2. Returns & Exchanges

We want you to love every Saltair product. If something isn’t right, here’s how we can help:

  • Eligibility: Unused, unopened items in original packaging may be returned within 30 days of delivery for a refund or exchange.

  • Opened Products: For hygienic and safety reasons, we generally cannot accept returns on opened body or hair care products unless the product is defective or damaged.

  • Defective or Damaged Items: If your item arrives damaged or is defective, please contact us within 7 days of delivery with photos, and we’ll gladly send a replacement or issue a refund.

  • Return Process: To initiate a return, please email [email protected] with your order number and reason for return. We’ll provide a return authorization and instructions.

  • Refunds: Once we receive and inspect your return, refunds will be issued to the original payment method within 5-10 business days. Shipping costs are non-refundable unless the return is due to our error.

3. Contacting Our Customer Care

We’re here to help and listen.

  • Email: For the fastest and most thorough assistance, please reach us at [email protected]. We strive to respond to all inquiries within 24–48 hours on business days.

  • Social Media: You can also message us via our official social media channels (@saltairmall) for general questions, though for order-specific issues, email is best for security and efficiency.

  • Hours: Our support team is available Monday–Friday, 9 AM–5 PM PT.

4. Our Service Promise

  • Transparency: We’ll communicate clearly about order status, policies, and any issues that arise.

  • Respect: We treat every customer with care, kindness, and a genuine desire to resolve your concerns.

  • Continuous Improvement: We value your feedback—it helps us improve our products, policies, and overall experience.

5. Privacy & Security

Your trust is important to us. All personal information is handled in accordance with our Privacy Policy. We never share your data with third parties for marketing purposes and use secure encryption for all transactions.

6. Policy Updates

We may update this Customer Service Policy occasionally to reflect changes in our services or practices. The latest version will always be posted on this page with the effective date.

Thank you for supporting Saltair. We’re honored to be part of your self-care ritual.