FAQs
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FAQs

PAYMENT

We accept all major credit cards (VISA, Mastercard), PayPal.

Sweethome is committed to protecting your personal information and providing a secure online experience. We use industry standard encryption and password protection technologies with SSL (Secure Socket Layer). Sensitive information including any type of payment information is not stored on our servers.

All credit card numbers are processed through Paypal payment. The payment is certified to PCI Service provider Level 1. This is the most stringent level of certification available in the payment industry.

ORDERING

Please contact us so we can change your email address.

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Please note that any orders that have already been packed or shipped cannot be cancelled. Once orders are shipped we cannot make changes to delivery address, or make any product changes.

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".

Please be advised that in very small instances, we can change your shipping address within the next 3-4 hours of your order. However, any long than that, your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

SHIPPING

Packages from our warehouse will be shipped by UPS/FedEx/DHL/DEPX/USPS.

Yes. We provide free shipping to over 200 countries around the world. However, there is some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.

All customs fees are pre-paid by us.

All orders are shipped from our warehouse within 1-2 business days of the order being placed.

The shipment will arrive between 2-7 business days after the shipment date, depending on the availability of the carrier provider, and location.

Shipment delays may occur if the shipment requires customs clearance or inspection in your country, or if there are transportation delays caused by the carrier service.

COVID-19: Delays may occur due to the current health emergency situation.

Yes, you will receive an email once your order ships that contain your tracking information. If you haven’t received tracking info within 5 days, please contact us.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

For logistical & custom reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping. If you have any other questions, please contact us and we will do our best to help you out.

We operating with multiple fulfillment centers. We have warehouses in the US, UK, AU, and CN. All orders are shipped from the warehouse closest to the shipping address provided at checkout. However, we cannot promise an order will ship from a certain warehouse, as our team works as hard as possible to get orders out as quickly as they can, and stock may be limited in select warehouses. In this case, orders will ship from the warehouse that has sufficient stock.

PRODUCTS

All Signature Products come with an industry-leading Limited Lifetime Warranty. For more details, please stop by our Warranty Page.

Your satisfaction is our number one priority. For returns, please contact us within 30 days of your purchase at Start A Return. Click here for our full Refund Policy.

Detailed installation instructions are included in each box. You can also visit out online Installation Guide.

Our website lets you view the detailed product dimension sheet under specs tab on each product listing. You can also contact us with any questions.

Signature Products are made to the highest international standards. All products are PB / Lead Free, CUPC, NSF and CEC/Watersense certified for plumbing standards, safety.

Sweethome is a CN company. We have global manufacturing and assembly including the US. Each item is unique. If you have a question about a specific item, please contact us. All of our produts are backed by our Lifetime Limited Warranty for peace of mind.


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