FAQ

Where is my order?

To view the status of a current order or to view your order history, please login to your account. If you do not have an account, you can still view your order status without signing in, just click here. If you do not have your order number, please refer to your confirmation email, or contact us by email or call (855) 776-6433.

You can also check the status of your order by clicking the link at the bottom of your order confirmation email.

How can I track my order/delivery?

To track your package, please click here. Order number and email address required. If you do not know your order number, please refer to your confirmation email, or contact us by email or call (855) 776-6433.

You can also check the status of your order by clicking the link at the bottom of your shipping confirmation email.

Please allow some time for the status of the shipment to correctly display. Tracking information may not be available for the first 24 to 48 hours after you receive your Shipping Confirmation email. Several days may pass between package scans. We assure you that this is normal and will not affect your expected delivery date.

Orders may take up to 2-10 business days to be delivered depending on when it is picked up, what time of the week it is, and how far away it is being sent to. Once a package leaves our warehouse, we have no control over the actual time in transit.

We recommend checking the tracking information for a delays or delivery attempt notifications left by the carrier; they may be attempting to reach you to deliver your package. Also, look around for your package; some carriers leave packages in hidden places so it cannot be seen from the street. Check to see if someone else (like a neighbor or an building manager) accepted delivery on your behalf.

Orders may take up to 3-10 business days to be delivered depending on when it is picked up, what time of the week it is, how far away it is being sent to, holiday schedules, or weather conditions.

Once a package leaves our warehouse, we have no control over the actual time in transit. If your package has not arrived with in the average delivery time, please contact us. Please include your full name, complete shipping address and order number. A phone number, if provided, will allow us to personally contact you to resolve any issues quickly and efficiently.

Why haven’t I received an order confirmation email?

You will receive an Order Confirmation email 10-15 minutes after placing your order. If you do not receive an Order Confirmation Email, please check your Spam folder as your email service provider may have automatically moved it to this folder.

Why haven’t I received a shipping confirmation email?

Once your order has shipped, we will send you an email with your tracking number. To track your package, simply click on the link provided. Tracking information may not be available for the first 24 to 48 hours after you receive your Shipping Confirmation email. If you do not receive a Shipment Confirmation Email, please check your online order history to ensure the order has shipped. If it has, please check your Spam folder as your email service provider may have automatically moved it to this folder. You can also track your package, once shipped, by clicking the link at the bottom of your order confirmation email (image below).

Why haven’t I received a shipping confirmation email?

Once your order has shipped, we will send you an email with your tracking number. To track your package, simply click on the link provided. Tracking information may not be available for the first 24 to 48 hours after you receive your Shipping Confirmation email. If you do not receive a Shipment Confirmation Email, please check your online order history to ensure the order has shipped. If it has, please check your Spam folder as your email service provider may have automatically moved it to this folder. You can also track your package, once shipped, by clicking the link at the bottom of your order confirmation email (image below).

Sometimes carriers will mark a package as “delivered” before the carrier arrives because it is “Out For Delivery”. We recommend checking for a “Delivery Attempted” notification left by the carrier; they may be attempting to reach you to deliver your package. Also, look around for your package; some carriers leave packages in hidden places so it cannot be seen from the street. Check to see if someone else—like a neighbor or an Apartment Office Manager—accepted delivery on your behalf.

After 3 business days, if you still are unable to locate your package using the above options, please contact us so we can make it right. We recommend calling Customer Care at (855) 776-6433 or by email at customerservice@spongelle.com.

What payment types do you take?

You can pay for purchases using a major credit card, including Visa, MasterCard, American Express and PayPal.

Can I change my payment details once my order has been submitted?

Unfortunately, once your order is summitted we cannot not change the payment details. If you need to cancel your order please contact us at customerservice@spongelle.com.

We have a 30 day return policy from the time you receive your order. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

• Gift cards

To complete your return, we require proof of purchase and the reason for the return. Please email customerservice@spongelle.com for a return authorization form. Please provide order details such as order number, purchasers name, and/or email address. Once we receive your request, we will email you a return label. If you receive a refund, the cost of return shipping will be deducted from your refund if a label was provided for you. You may choose to generate a label yourself as you are responsible for paying for your own shipping costs for returning your item if no error was made on our behalf.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 business days.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@spongelle.com.

You have 10 days to exchange and item for equal or lesser priced product. To be eligible for an exchange, your item must be unused and in the same condition that you received it, meaning it must be in the original packaging. Send us an email at customerservice@spongelle.com. Please note, you will be responsible for paying for your own shipping costs for exchanging your item if no error was made on our behalf. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you received a defective or damaged item, and need to exchange it for the same item, send us an email at customerservice@spongelle.com.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you received a gift item that was purchased and shipped directly to you, and you would like to return it, you will receive a gift credit for the value of your return. Once the returned item is received, an e-gift card will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

You can sign up to our email list at the bottom right corner of our website or by clicking the “Subscribe to our newsletter” option at checkout.

Once you have signed up to our emails, we will contact you weekly with any relevant news about our products and promotions that you can redeem online. You can opt out of our emails at any time by clicking the "unsubscribe" button at the bottom of any email.

You can opt out of our emails at any time by clicking the "unsubscribe" button at the bottom of any email.

To sign up for our loyalty program, click "Rewards Club" on the top right of the navigation bar. To begin earning points, create a store account or login to an existing account.

For reward breakdown, go to the Rewards Club page here.

To begin earning points, create a store account or login to an existing account. You will receive 250 points for signing up to our Rewards Clubs. For point breakdown, go to the Rewards Club page here.

To check how many reward points you have earned, click "Rewards Club" button at the top right navigation bar, and login to your account. Once you are logged in to your account, click "Rewards Club" again to view amount of points, rewards, and history.

To redeem points, click the "Rewards Club" button at the top right navigation bar, login to your account, and click redeem if you have points available.