Have a question? Below you'll find answers to the most common questions. If you can't find what you're looking for, reach out to us at support@salutive.com or use our Contact Us page.
Shipping & Delivery
1. Do you offer free shipping?
Yes. We offer free shipping on all orders within the United States, with no minimum purchase. Full details are in our Shipping Policy.
2. Where do you ship to?
We ship to all 50 US states. Orders to Alaska and Hawaii may need 2–5 extra business days in transit. We do not ship internationally or to APO/FPO/DPO military addresses.
3. What are your delivery times?
Orders placed by 12:00 PM Eastern Time (ET), Monday to Friday, are processed within 1–3 business days. Once shipped, delivery takes 5–9 business days. In total, expect your order within 6–12 business days.
4. How can I track my order?
Once your order ships, you'll receive an email with your tracking number and a link to follow your package. Orders with several items may arrive in separate packages, each with its own tracking number.
5. Will I pay customs or import fees?
No. There are no extra duties or customs fees at delivery. Applicable sales tax is shown at checkout.
6. What if my package hasn't arrived or is lost?
First check the tracking link in your shipping confirmation email. If tracking shows no movement for 7 business days, or your package is marked delivered but you haven't received it, contact us at support@salutive.com. If your parcel is confirmed lost, we'll send a replacement or issue a full refund, whichever you prefer.
7. What if my item arrives damaged or I received the wrong item?
We're sorry to hear that! Email us at support@salutive.com within 7 days of delivery with your order number and photos of the issue. We'll send a free replacement or a full refund right away, and in most cases you won't need to send the item back.
Orders
8. Can I change or cancel my order?
Yes, as long as it hasn't shipped yet. Email us at support@salutive.com as soon as possible with your order number. Once an order has shipped, it can't be cancelled, but you can return it under our Refund & Return Policy.
9. I didn't receive an order confirmation. What should I do?
Please check your spam or promotions folder first. If it isn't there, contact us at support@salutive.com and we'll confirm your order.
Returns & Refunds
10. What is your return policy?
You can return items within 30 days of receiving them. Items must be unused and in their original packaging. Read the full Refund & Return Policy.
11. How do I start a return?
Email us at support@salutive.com with your order number and the item(s) you want to return. Once approved, we'll send you the return address and instructions. Returns sent without approval can't be accepted.
12. Who pays for return shipping?
For change-of-mind returns, including wrong size or color, return shipping is paid by the customer. If your item arrived damaged, defective or wrong, we cover all costs.
13. Can I exchange an item?
The fastest way is to return the original item and place a new order for the size or color you want.
14. When will I receive my refund?
Once we've received and inspected your return, approved refunds are issued to your original payment method within 5 business days. Your bank may take another 5–10 business days to show it.
Payments
15. What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, Google Pay and Shop Pay. See our Payment Policy.
16. What currency are payments processed in?
All prices are shown and charged in US dollars (USD).
17. Are my payments secure?
Yes. Our checkout is hosted by Shopify and protected with SSL encryption, and payments are processed by PCI DSS-compliant providers. We never see or store your full card number. Learn more in our Privacy Policy.
18. What should I do if my payment is declined?
Double-check your card details, billing address and available funds. If the problem continues, contact your bank or card provider, or reach out to us at support@salutive.com.
Contact Information
Store name: Salutive
Company name: Philicom LLC
Company address: 30 North Gould Street, STE 5643, Sheridan, WY 82801, United States
EIN: 32-0850292
Email: support@salutive.com
Phone: +1 (307) 316-8265
Customer service hours: phone Monday to Friday, 9:00 AM – 5:00 PM Eastern Time (ET); email 7 days a week
We aim to respond to all emails within 24 hours, 7 days a week.