Frequently Asked Questions
Get in Touch
Get in Touch
Contact us at (855) 776-6433 or via email@example.com. Please note our business hours are Monday-Friday 10AM - 4PM PST, excluding public holidays.
Create your account by signing up on the top right corner of our website or at checkout by selecting “save my information for a faster checkout” when finalizing your purchase. You may also visit the “Create Account” page directly here. Keep in mind, you may view and update your profile anytime.
Request your password to be sent to the email we have on file by clicking the “forgot your password” prompt on the login page or visit the page directly here. If you do not remember your email address, please refer to your most recent order confirmation email or contact us directly.
Wholesale Account Set Up
Contact us at firstname.lastname@example.org or at (855) 776-6433. You can also set up a wholesale account through Faire. Once reviewed, you will receive an email with login information. After creating your account you will gain access to our catalog, price sheet, and can begin placing orders.
Note: Spongelle products are prohibited from resale on Amazon, eBay, and other third party online retailers.
Order & Shipping
Order & Shipping
You may check your order history by logging into your Spongellé account to view past and recent purchases.
Shipping and handling for your order is based on the total weight of the order. We offer a flat rate shipping option for $6.95 (US only) and ship via FedEx or USPS. We offer free standard shipping on all orders over $40 (excluding tax) and after discounts.
Expected Transit Time
You can expect your purchase to arrive within 4-12 business days of receipt. For an additional charge, we can expedite delivery to most destinations in 1-4 business days. Note: Orders are processed and shipped during business hours.
Should you experience difficulties ordering online, we will be happy to take your order over the phone. Please have a list of your chosen items along with your shipping, billing, and credit card information to help speed up the process.
Changing Your Shipping Address / Billing Address
Please edit your billing or shipping address by logging into your account. Note: We cannot modify your billing information for security purposes.
P.O. Box Deliveries
We deliver to P.O. Boxes via USPS. Orders over $40 that receive free shipping are shipped via FedEx SmartPost. We cannot ship ground to P.O. Boxes.
Shipping to Multiple Addresses
Currently, we cannot ship to multiple addresses. You may place separate online orders, amending the shipping address details for each order.
We do provide economical international shipping via Global-e for secure, fast shipping service across borders. Please review our international shipping terms here.
Locating Your Order
To view the status of a current purchase or order history, login to your account. If you do not have an account, you can still check your order status by clicking here. You may also check the status of your order by clicking the link at the bottom of your order confirmation email.
Tracking Your Order and Delivery
To track your package, please click here. Your order number and email address are required. If you do not know your order number, please refer to your confirmation email.
We recommend checking the tracking information for any delays or delivery attempt notifications left by the carrier. If your package has not arrived within the normal delivery time, please contact us.
Order Confirmation Email
You will receive an order confirmation email 10-15 minutes after placing your order. If not received, please check your spam folder.
Shipping Confirmation Email
Track your package by clicking on the link provided in your confirmation email. Tracking information may not be available for the first 24 to 48 hours after you receive your shipping confirmation email.
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. Please contact us if you are still unable to locate your package.
You can pay for purchases using PayPal, Visa, MasterCard, and American Express. Unfortunately, once your order has been submitted, we cannot update the payment details. If you need to cancel your order, please contact us at email@example.com.
Returns & Exchanges
Returns & Exchanges
We have a 30 day return policy from the time you receive your order. Unfortunately, we can’t offer refunds or exchanges past 30 days. To be eligible for a return, your item must be unused and in the same condition and packaging as you received it. Gift cards are non-refundable or exchangeable.
Starting a Return
To complete a return, we require proof of purchase and the reason for the return. Please email firstname.lastname@example.org for a return authorization form. Note: The cost of return shipping will be deducted from your refund. A prepaid shipping label will be provided or you may ship the item yourself. If you are shipping an item over $75, consider using a trackable shipping service, or purchasing shipping insurance. We will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment, within 3-5 business days.
If you haven’t received a refund, please check your bank account or contact your credit card company. It may take some time before your refund is officially posted.
You have 10 days to exchange an item for an equal or lesser price. To be eligible for an exchange, your item must be unused, in its original packaging, and in the same condition that you received it. Shipping costs are non-refundable.
If you received a gift item and would like to return it, you will be entitled to a gift credit for the value of your return. Once the returned item is received, an e-gift card will be emailed to you.
Damaged or Missing Products
Damaged or Missing Products
If you are missing an order or received a defective item, please contact us using the Live Chat at the bottom of our website, email us at email@example.com, or call (855) 776-6433.
You will not responsible for shipping costs on damaged or missing products.
Promotions and discount codes are added at checkout. Free shipping over $40 is enabled after discounts have been applied. Please note that discount codes cannot be applied to prior purchases. If you are having trouble with a promotion code, please check that it has not expired. Also, please check that you have qualified for the promotional code, and that the product is not excluded from promotions.
Multiple Discount Codes
We only allow one discount code per order at checkout.
Discounts on Reoccurring Orders
Discounts or promotional codes are not available on recurring orders. Every recurring subscription order automatically receives 25% off every time.
Promotion and Discount Sign Up
Sign up for our email list on the bottom right corner of our website or by clicking the “subscribe to our newsletter” option at checkout for exclusive savings.
Our weekly emails deliver relevant product news 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.
Enjoy the convenience of having your favorite products delivered automatically. Select your frequency, quantity, and preferred delivery date—plus, enjoy 25% off and free shipping. Use code FREESHIP at checkout to receive free shipping on recurring orders. You can pause, edit, or cancel your subscription at any time.
Reoccurring Subscriptions Sign Up
To sign up for a recurring subscription, find a product, click “Subscribe & save 25%” option, then select what you want the recurring subscription interval to be (30-45-60 days). Read more about our subscription option here.
Sign up for our loyalty program by clicking "Rewards Club" on the top right of the navigation bar. To begin earning points, create an account or login to an existing account.
Receive 250 points for signing up to our Rewards Club. For a list of reward benefits, visit here.
To check how many reward points you have earned, click the "Rewards Club" button on the top right navigation bar, and login to your account. Once you are logged in, click "Rewards Club" again to view your points, rewards, and history.
Redeem points by clicking the "Rewards Club" button at the top right navigation bar, login to your account, and click redeem available points.