Hours of Operation: Monday – Friday 10am – 5pm EST
Have a question for us?
Email: substancestrands@gmail.com.
- Please allow 24 hours to process your email.
- All email received on the weekend will receive a response on the next business day.
Phone: (504) 345-8353
- While e-mail is the best way to connect with us, you may call any time during normal business hours.
FAQs
How long does is shipping?
- While we pride ourself on fast shipping, please allow 3-5 business days for order processing and shipping.
Can I change my order?
- Orders can be changed within 24 hours unless the order has already shipped.
- A changed order must be of equal value.
Do you all offer refund?
- No refunds, exchanges only. If the item is defective, the item must be sent back within 3 days of being received. If the item is not sent back within 3 days the exchange will not granted. Once your item is received and inspected, we will send you an email to let you know we have received the returned item. In that email, you will also be informed of the exchange approval or rejection decision. Once the exchange is approved, the item of your choice will be shipped out to you the nest business day.
- If you're shipping an item of an amount you're uncomfortable with forfeiting, we recommend you ship it using a tracking number. We do not guarantee that we will receive your returned item.