FAQ

Customer FAQs

Customer Support Questions

 

Many of the questions can be found in the FAQ section,

 

Can't find the answer to your question?

Contact us via e-mail; [email protected]

We are always ready to assist you with any questions you may have. 

 

Common Customer Support Questions:

 

Q

Which payment methods does Sanoxy.com accept?

 

Sanoxy.com accepts Visa, MasterCard, American Express, Paypal.

Prepaid credit cards do not work.

 

Q

Can I make changes to my order?

 

If you want to make changes to your order, contact the Customer Service team as soon as possible.

If your order has not been processed, the Customer Service team will modify it accordingly.

If your order has already been processed for shipment, the Customer Service team will try to make the changes, but there is no guarantee that the order can be changed.

If your order has been shipped, changes cannot be made.

 

Q

How do I cancel my order?

 

To cancel an order that has not been shipped, contact the Customer Service team as soon as possible.

 

Orders that have already been shipped cannot be canceled. If it is too late to cancel your order, refuse the package when it is delivered and have it sent back to Sanely.com. Inform the Customer Service team that you refused the package. After Sanely.com receives the returned products, allow 2 to 5 business days for Sanely.com to refund your payment.

 

Note: Only the cost of the parts are refunded. Shipping charges will not be refunded for orders that are not canceled in time.

 

 

 

 

 Q

Which shipping methods does Sanoxy offer?

 

Sanoxy offers standard and expedited shipping options via USPS, FedEx or UPS.  If you are shipping low-weight orders within the United States, you can also use USPS First Class. For Canada orders, we use mostly USPS First Class International service.

 

Note: If the product you are ordering weighs more than 50 lbs or the order is being shipped to a location outside of North America, the Customer Service team will contact you to confirm the cost of shipping. If you want a shipping quote before you place your order, you can contact Customer Service via [email protected]

 

 

Q

Does Sanoxy ship orders on the same day?

 

All orders received Weekdays before 14:00 Pacific Time in North America, are shipped on the same day that the order was placed, provided that the product requested is in stock at the time that the order is submitted.

 

Sanoxy uses FedEx or USPS as the primary shipping partner. If you require an alternate shipping carrier, the shipment may not meet the same-day shipping requirements. For more information about the shipping cut-off times for alternate carriers, contact the Customer Service team.

 

The shipping deadlines for expedited services differ by carrier, and orders might not be shipped out the same day. If you require an expedited shipping option, (for example, next day air or second-day air), contact the Customer Service team before you place your order.  

 

Q

What countries does Sanoxy ship to?

 

Currently Sanoxy ships to the following countries:

United States, Canada, United Kingdom, Europe (Andorra, Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Holy See (Vatican City), Hungary, Iceland, Italy, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, San Marino, Spain, Sweden, Switzerland, Turkey)

 

Q

What do I do if I received my order, and some products were not delivered?

 

If you receive your order and the wrong products were included or the order includes fewer products than you ordered, contact the Customer Service team within 48 hours of receiving the package. The Customer Service team will initiate an investigation to confirm what was shipped and what is missing. The investigation normally takes up to 5 business days from the time that you report the error. You will be contacted by the Customer Service team throughout the investigation.

 

Note: If your order includes items on backorder, the Customer Service team will note that in the confirmation email that they send to you. You can still cancel the items on backorder after you receive the first shipment. Unless otherwise informed, Sanoxy will ship out the items on backorder as soon as they become available.

 

Q

What should I do if my package is lost?

 

 

On very rare occasions, packages can be misrouted or mishandled while in transit. If a package does not arrive in time, contact the Customer Service team.

 

Note: Depending on your location, your package may not arrive until later in the day on the scheduled day for delivery.  

 

Q

What should I do if my order was delivered damaged?

 

If you notice damage to the package prior to accepting the package from the courier, complete the following:

 

Contact the Customer Service team as soon as possible to inform Sanoxy that the package arrived damaged.

Note: If you do not report the damaged shipment to Sanoxy within 48 hours of the delivery, Sanoxy reserves the right to not honor claims for the damage.

 

 

 Q

How can I obtain a volume discount quote?

 

To submit a request for a volume discount quote, complete the following:

 

On the Sanoxy.com website, click the Wholesale tab.

Find the Volume Discount Form. Please e-mail the form for volume discount pricing inquiry

Complete all of the required fields on the form.

Enter the SKU, Item name, and the desired quantity, as well as the target price that you are hoping to get.

When you have completed the form, click Submit.

Note: When the form has been submitted and received, the Sanoxy.com Sales team will respond to you within 1 to 2 business days

 

Q

Where can I submit media inquiries?

 

To submit media inquiries, please e-mail: [email protected]

 

To view Sanoxy press releases and sign up for a monthly newsletter, on the Sanoxy.com homepage, click Press Room.

 

 

Q

What is the return policy at Sanoxy.com?

 

Sanely.com offers a 30-day return policy from the date of purchase. The amount refunded will be equal to the price shown on the original invoice that was issued by sanoxy.com. Sanoxy.com will not refund shipping and handling fees and you will be responsible for sending the products back to sanoxy.com. Credit issued from an RMA is valid for 1 year from the date of issue.

 

Product returns may be subject to a 25% restocking fee. Product returns for orders purchased with a wire transfer are always subject to a 25% restocking fee. 

 

When you return a product that you purchased directly from Sanoxy.com, you have the option to receive a refund or a replacement product.

 

Note: The return policy does not cover products damaged as a result of an accident, abuse, misuse, natural or personal disaster; or any unauthorized disassembly, repair, or modification.

 

 

Q

I bought my unit from a reseller or from the marketplace such as Amazon but it seems to be defective. Should I contact my reseller or submit a Return Merchandise Authorization (RMA) through Sanoxy.com?

 

You should contact your reseller first to determine whether the unit is still covered by the original return policy. If the reseller is able to replace or refund the unit, then you should do so through the reseller.

 

 Note: Sanoxy.com can only refund units bought directly through Sanoxy.com. Units purchased through resellers and still within the warranty can only be replaced by Sanoxy.com.

**Please note that the warranty period is 90 days from the date of purchase.

 

Q

Does Sanoxy.com offer a warranty on its products?

 

Sanoxy.com offers a warranty on all its products. The warranty covers the products purchased for a specified timeframe. During the warranty period, you can contact sanoxy.com about any issues that you may experience. 

 

If a product is covered under warranty and it fails, sanoxy.com will replace it for you.

 

 

Q

What is covered under the warranty policy?

 

 

Sanoxy.com offers product warranties against defects in materials. During the warranty period, products may be returned for replacement with equivalent products at the discretion of sanoxy.com. The Sanely.com warranty covers parts costs only. The warranty does not cover defects or damages arising from misuse, abuse, alteration, or normal wear and tear. Any change to the warranty term is at the discretion of sanoxy.com

 

Standard warranty period 90 days of purchase from Sanoxy.com

 

 

 

Q

How do I apply to be a Sanoxy.com reseller?

 

To apply to be a Sanoxy.com reseller, complete the following:

 

On the Sanoxy website, click the Wholesale Area tab.

 E-mail a scanned copy of your completed Resale/Exemption Certificate to the attention of the Customer Service team.

 

 It usually takes up to 2business day to process your application. The Customer Service team will email you when your application has been processed.

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