FAQ

Last Updated: June 7, 2025

Shopping & Account

Q: How can I find a product on Shinekindness?
A: Use the Search bar at the top of any page, or browse by category via the main menu.

Q: Can I save items I like?
A: Yes! Click “Add to Wishlist” on any product page. Access your saved items under My Account → Wishlist after logging in.

Q: How do I know if something is in stock?
A: On each product page:

  • In Stock: “Add to Cart” button is active.

  • Out of Stock: You’ll see an option to sign up for an email alert as soon as it’s available again.

Q: Do I need an account to check out?
A: No—guest checkout is available. You’ll just need to enter shipping and payment details. Creating an account, however, lets you track orders, store addresses, and enjoy members-only promotions.

Payment

Q: Which payment methods do you accept?
A: We accept Visa, Mastercard, American Express, Discover, PayPal, and most major debit cards.

Q: Is my payment information secure?
A: Absolutely. Shinekindness uses 256-bit SSL encryption and is PCI-DSS compliant, so your card details are transmitted and stored securely.

Q: Can I apply a coupon or gift code?
A: Yes. Enter your code in the “Coupon / Gift Card” field at checkout, then click Apply.

Q: What if my payment fails?
A: You’ll see an error message and receive an email. First, double-check your card details or try another payment method. If you still encounter issues, contact our support team and we’ll help you troubleshoot.

Shipping & Delivery

Q: Which carriers do you use?
A: We ship via USPS, DHL, EMS, and local postal services.

Q: When will my order ship?
A: We process orders Monday–Friday, Eastern Time, excluding U.S. postal holidays. Cut-off for same-day processing is 5:00 PM EST. Orders placed after that, on weekends, or on a holiday will go out the next business day.

Q: How long does delivery take, and what does it cost?

  • Standard Delivery:

    • Handling: 1–7 business days

    • Transit: 14–21 business days

    • Fee: $4.99

  • Fast Delivery:

    • Handling: 1–2 business days

    • Transit: 10–15 business days

    • Fee: $14.99

Once your package ships, you’ll receive a tracking number by email—check your spam folder if you don’t see it.

Q: Where don’t you ship?
A: We cannot ship to Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands, APO/FPO addresses, or international destinations outside the continental U.S.

Returns, Exchanges & Refunds

Q: What is your return window?
A: You have 180 days from the delivery date to return most non-sale items in original, unworn condition with tags attached.

Q: How do I start a return or exchange?
A:

  1. Contact us via the Contact Us page or email [email protected].

  2. Provide your order number and the reason for return or exchange.

  3. For defective or incorrect items—and first-time size/color exchanges—we’ll email you a prepaid label. Shipping is free ($0.00) in these cases.

Q: What about exchanges?
A: Size or color exchanges are free (one exchange per order) within the 180-day window. Let us know your desired replacement once you’ve shipped back the original.

Q: When will I get my refund?
A: After we receive and inspect your return, refunds (including original shipping) are issued within 2 business days. It may take 10–15 business days for your bank or card issuer to post the credit.

Order Changes & Cancellations

Q: Can I cancel or change my order?
A: Yes, within 24 hours of placing it. Email [email protected] or submit a request via Contact Us with your order number and requested changes. After 24 hours, orders enter production and cannot be modified or canceled.

Still Need Help?

Our customer-service team is here Monday–Friday, 9 AM–6:30 PM EST:

  • Email: [email protected]

  • Phone: +1 (701) 773-3531

  • Address: 1130 Scenic Loop Way, Apt 7207, Knoxville, TN 37932, USA

We’re always happy to assist!