FAQ

We accept VISA, MasterCard, American Express, Discover, Diners, JCB and UnionPay credit and debit cards.

Yes, we accept eChecks. Please choose eCheck during checkout.

We do not accept cash, money orders, or any payment that would require it to be mailed to us. If you wish to use a check, please utilize our eCheck facility.

We do not accept Paypal as it would violate our high privacy standards. Paypal requires SutraVibes to appear on your statement and requires us to submit a list of products ordered which will appear in your Paypal account and in your Paypal emails.

For the protection of your privacy, “SutraVibes” will never appear on your statement.

We maintain a high level of privacy by making sure charges from SutraVibes mention something simple to help you recall your purchase, yet prevent anyone else from knowing where or what our purchased.

If you have further questions, please do not hesitate to contact our Customer Care Team.

All returns must be initiated within 15 days of the date of delivery. Due to legal and sanitary reasons, we cannot accept returns for items that are used, opened, tampered with, tried on, or altered in any way unless the item is defective or damaged on delivery.

We will accept returns for the following reasons only:

1) Incorrect Item – if you received the wrong item, you may return the item to us for a full refund or replacement. The item must not be used, opened, tampered with, tried on, or altered in any way.

2) Defective/Damaged Item – if the item you received is defective or damaged, you may return it to us and upon inspection, we will replace it.

Please request a Return Merchandise Authorization (RMA) by filling out our Returns Form. Your return request will be processed within 1 business day and we will email you instructions to return your item(s) to us. Please do not send returns to us without a RMA as our Returns Processing Department will not accept them.

If you have further questions, please do not hesitate to contact our Customer Care Team.

We do not provide a Satisfaction Guarantee on any of our products unless explicitly stated on the product page.

We do our best to provide the most accurate information directly from the manufacturer on all of our products. We encourage you to do your research and due diligence prior to making your purchase.

Our Customer Care Team is available to answer your questions and can often help put you directly in touch with the manufacturer to answer your questions.

If a product is defective outside our return window (15 days from your date of purchase), check and see if the product is covered by a manufacturer’s warranty. If it is, you would need to contact the manufacturer and follow their procedures for having your item repaired or replaced. If you are unsure, our Customer Care Team is always available to assist you.

Please be aware that we do sell Upgraded Extended Warranties to help you protect your high end product purchases. Please see the specific product page for Upgraded Extended Warranty options.

Please do not refuse your shipment. If you have changed your mind after your order has shipped, please do not open your package when you receive it. Visit our Returns Page and begin a RMA request to begin the returns process. Our Customer Care Team will coordinate with you to have the package returned to us.

We utilize several returns processing locations depending on the items being returned. Please visit our Returns page and begin the RMA process. Your RMA number will include the address and dedicated instructions for your returns.

All returns require an RMA number. We strongly recommend sending returns via an insured, trackable method of shipping and with an adult signature required on delivery. We are not responsible for lost or missing returns. Your RMA email will include detailed instructions. Please read them carefully prior to sending us your return.

If you have further questions, please do not hesitate to contact our Customer Care Team prior to shipping us your return.

Refunds take up to one billing cycle to show up on your paper or electronic statement. If you have access to online or telephone banking you should see it within 5 business days of our refund confirmation email.

In the event your refund has not shown up or you are unsure, please contact our Customer Care Team for prompt assistance.

We never share any of your personal information with any third parties or affiliates. We will not email you anything other than information related to your order (e.g. receipt, tracking number) without your permission.

We do not send unsolicited emails (spam). We will only email you about orders you have placed. You can expect to receive order and shipping confirmation emails. In the event there is an issue with your order (e.g. out of stock item, shipping delays, etc.) we will email you.

We do not send out any marketing emails unless you go through our opt-in process to give us explicit permission to do so via our Mailing List page.

We are available via Live Chat and Email for customer service from 10 AM to 6 PM ET.

We do offer phone support on a case by case basis. We encourage customers to use our state of the art Live Chat and Email Support Systems as their primary means of support.

SutraVibes Shipping Department is closed & Customer Care has a limited staff on:

Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Eve
Christmas (observed)
New Year’s Eve (observed)
New Year’s Day (observed)

We utilize several returns processing locations depending on the items being returned. Please visit our Returns page and begin the RMA process. Your RMA number will include the address for your returns.

Letters & Documents can be sent to us at:

SutraVibes.com,
30 N. Gould St, Suite 5834,
Sheridan, WY 82801

Please do not send returns, packages, boxes, or anything other than documents and letters to our mailing address. Those items will be refused delivery and promptly returned to the sender.

Each product has a specific warranty policy. Please see the individual product page for warranty information.

SutraVibes exclusively offers upgraded extended warranties for certain products. Please see the product page to see if an extended warranty is available.

We offer an upgraded extended warranty for certain high end products to protect your purchase above and beyond the warranty offered by the manufacturer. The upgraded extended warranty allows you to purchase an extended warranty that begins when the manufacturer warranty ends.

For example, if a product comes with a 1 year manufacturer warranty and you purchase an upgraded extended warranty for 2 years, you would contact us in the event the product you purchased stopped working after the first year from your original date of purchase.

An Upgraded Extended Warranty covers the same terms as the manufacturer’s warranty, however normal wear and tear, abuse, and misuse will not be covered. The customer must ship the product to us with a valid RMA number. SutraVibes will pay for shipping to return the repaired or replaced item back to the customer. Please see your Upgraded Extended Warranty Terms and Conditions for further details.

If you have purchased a product at a merchant other than SutraVibes (i.e. 3rd party merchant) and you are within 30 days of the original date of purchase, you may purchase extended warranties for your product. Please see the product specific page and look for the Third Party Extended Warranty Purchase Option.

Once you purchase a Third Party Extended Warranty, you will be required to send us a copy your proof of purchase which shows the name of the merchant, your order #, date of purchase, the specific item/model number, and your purchase price. Your proof of purchase must be received within 3 business days of the purchase date of your Third Party Extended Warranty. We only sell Third Party Extended Warranties for products ordered within the past 30 days.

Please visit our Returns page and begin the process to request an RMA number.

Third Party Extended Warranties cover the same terms as the manufacturer’s warranty, however normal wear and tear, abuse, and misuse will not be covered. The customer must request a RMA number and ship the product back to us with a valid RMA number. SutraVibes will pay for shipping to return the repaired or replaced item back to the customer. Please see your Third Party Extended Warranty Terms and Conditions for further details.