Given the flammability of our product, only ground shipping is available and expedited shipping options are not provided.

Orders of $40+ are eligible for free shipping. If a discount reduces the subtotal below $40, free shipping will not apply.

No. Due to the flammability specifications, couriers do not allow shipment to P.O. Boxes. If a customer uses a P.O. Box, the courier will return the shipment, and the customer must cover the cost of a second shipment.

No modifications or adjustments can be made to orders once they are placed. Customers must ensure all checkout information is accurate and items are in the cart. Once an order is processed, customers are responsible for items delivered to the provided address. Retroactive discount codes or promotions cannot be applied.

Regrettably, orders cannot be canceled once placed. Processing begins promptly, and cannot be interrupted.

Orders typically take 3-5 business days to process, and shipments use standard ground shipping, averaging 3-10 business days for delivery. During transit or processing, lack of updates is common, as some centers may not scan packages. Control over scanning and sorting by DHL or USPS is beyond our reach.

No, international shipping is not currently available. We only ship within the contiguous US.

Upon shipment, a tracking number will be sent to you via email, allowing you to monitor your delivery status. For any tracking number inquiries, kindly reach out to our customer service team at hello@shugoh.com.

Opened or non-original condition products cannot be accepted for hygienic and safety reasons. No refund will be issued. A $5.95 reshipping fee applies for product return.

To exchange unopened and unused items, do so within 14 days of delivery. Notify us of returned items and desired exchange items. Customer covers return shipping costs, and a $5.95 reshipping fee applies.

To begin a return, kindly reach out to our customer service team at hello@shugoh.com with your order number and the reason for the return.

Upon receipt of your returned items, please allow 5-7 business days for processing of your return and issuance of a refund or exchange. Notification will be sent via email once the return has been processed.

If you receive an item that appears to be damaged, please file a claim with hello@shugoh.com within 10 calendar days of delivery. Failure to report a damaged item within the timeframe will result in the inability to process your claim.

To expedite the claim process, kindly include the below documentation along with your message:

• Picture(s) of the damaged item(s) or video(s) that visually displays the damage.
• Picture(s) of the lot code located on the bottom of the bottle.
• Picture of the shipping box and shipping label.
  

shugoh will not be able to process any claims without the requested documentation and it must be submitted within 10 calendar days of the delivery date.

Please note: shugoh can only process claims for items purchased directly through Touchland.com. Damages of products purchased through third party retailers must be claimed directly with the retailer.

Additionally, we may request the defective item be sent to our Quality Assurance team for further investigation before we proceed with a refund or replacement.

In case of an incorrect address provided during checkout, the package cannot be retrieved. It is essential to verify the accuracy of your address. If the package is returned and you request a reshipment, a $5.95 reshipping fee is applicable. Opting for a refund will not include any shipping fees paid.

To file any claim regarding your order, please contact hello@shugoh.com within 10 calendar days. Failure to file a claim within the timeframe will result in the inability for us to process your claim.

Yes, we provide customers the choice to add Green Shipping Protection during checkout as a safeguard against packages lost, stolen, or damaged in transit.

Before proceeding with a claim, please note that the delivery driver may have placed it in a safer location, please check your:

• Mailbox
• Porch
• Garage
• Any area out of potential weather hazards
• Exterior doors and any locations where the package could be placed
• Check your mailbox again as some packages come separately from your regular mail.
• Check with others in your house who may have accepted it.
• Check with your neighbors.
• Please allow 2 additional business days as orders may arrive after the delivered scan on an order.
  
  
  If you opted out of Green Shipping Protection at checkout and a package has been marked as “delivered”, we are unable to make any claims. DHL usually does a package hand-off to USPS and USPS completes the final stage of delivery. Only the receiver can initiate a search with USPS as they can geolocate the exact location your package was scanned upon its delivery. USPS also has a strict process when it comes to missing mail/packages – the first step is to submit a “Help Request” followed by filing a claim based on the results of the request. We would recommend starting a Help Request and following their missing package steps. You can find more information of how to start a search here: https://www.usps.com/help/missing-mail.htm

For customers who opted out of Green Shipping Protection at checkout, please file a claim with hello@shugoh.com within 10 calendar days of delivery. We'll begin an investigation with our third party logistics partner and verify the package’s weight. If the package left our facilities with the correct weight, we’re unable to process a claim. Touchland is not responsible for packages damaged and tampered with during transit.

If you received the wrong items in your order, please file a claim with hello@shugoh.com within 10 calendar days of delivery.

To expedite the claim process, kindly include the below documentation along with your message:

• Picture of each wrong item(s) received (this can be 1 photo, but please make sure we can see each individual item clearly)
• Picture of the shipping box the product was delivered in.
• Picture of the shipping label on the box.

Please keep the wrong items received unopened and pristine since we may have to collect them to process the claim.

Touchland will not be able to process any claims without the requested documentation and it must be submitted within 10 calendar days of the delivery date. Failure to report wrong items within the timeframe will result in the inability to process your claim.