FAQs - Frequently Asked Questions!

GENERAL
QUESTION:  Do you have physical stores?
ANSWER:  At the moment, we currently do not have a physical store; however, we do sell our products at stores local to Denver, NC. 

1:  Fresh Market Produce Denver

QUESTION:  What are your hours? 
ANSWER:  Website is always open!

 

SHIPPING
QUESTION:  What is the status of my order?
ANSWER:  Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped, we will send you another email along with the link to track your order. 

QUESTION:  Where do you ship?
ANSWER:  We currently ship in the United-States and Canada. For shipping outside of these countries, please reach out to our customer support through "contact us" form.

QUESTION:  My order has been Returned to Origin (RTO). What does that mean?
ANSWER:  Shipments are reflected as RTO (returned to origin) under the following circumstances: - Delivery was attempted more than once, but it could not be delivered due to either wrong address or no one being present at the given address - The address could not be found because either it was incomplete or the pin code was wrong - You or someone at your delivery address refused to accept the order. Under these circumstances, our customer support team would try to contact you on your registered phone number. If there is no response on that number or it is not reachable, then the package is returned to the origin.

QUESTION:  How long will it take to ship my order?
ANSWER:  Delivery times may vary depending on the delivery location as well as the type of product you order. Normally, once you've placed your order, it usually takes 48 to 72 hours to process and mark it ready-for-delivery.

 

ORDER
QUESTION:  Can I change my order?
ANSWER:  We can only change orders that have not been processed for shipping yet. To make changes to your order, please reach out to support by submitting your request via "Contact Us" form.

QUESTION:  How do I track the progress of an order?
ANSWER:  Once your order has been shipped, you will receive an email and a Text notification with details of the order. You can track the shipment by clicking on the link provided in the email.

 

PAYMENT
QUESTION:  Is it safe to use my credit/debit card at this website?
ANSWER:  We use third-party payment processing services to process all credit/debit card payment transactions. These payment intermediaries are PCI-compliant, which is the most stringent level of certification standard that ensures all cardholders’ data is stored, processed, and transmitted securely by using the industry-standard encryption technology.

QUESTION:  What payment methods do you accept?
ANSWER:  You can purchase on our website using a debit, credit card, or net banking. You can choose these payment methods at checkout.

 

RETURNS & EXCHANGES
QUESTION:  Do you accept returns?
ANSWER:  Due to the personal nature of our products, we cannot accept returns. If you receive a damaged or incorrect item, please let us know as soon as possible so that we may correct the issue.  You can always contact us for any return question at info@sweetgranitefarm.com.

 

PRODUCT
QUESTION:  Is your lip balm vegan?
ANSWER:  No, beeswax is made by bees. Many Vegans avoid using anything made by animals, including bees.