Frequently Asked Questions
I'M UNSURE ABOUT A SIZE OR I HAVE A FIT QUESTION. HOW DO I FIND THIS INFORMATION?
Please see the Sizing Guide on each product information page for general information on sizing. If you still have specific questions about a fit of an item or measurement guidelines, please email our Customer Care department.
I REALLY WANT SOMETHING THAT'S OUT OF STOCK IN MY SIZE! WHAT CAN I DO?
New items can sell out quickly, but we may get more soon! To sign up to be notified if an item is restocked:
Click “Size/Color Sold Out?” on the product page (please note that if this link does not appear on the page, we probably do not have plans to restock this item at this time – however, check back as our plans may have changed!).
Select the size and color you’d like.
Enter your email address.
Click the “Notify Me” button.
Voila! We’ll send you an email if we get more in!
I RECEIVED A GIFT CARD FOR PRODUCTS. HOW DO I USE IT?
In your cart or during checkout you will see an option to enter your Gift Card code.
Enter your gift card number and PIN (if you have one).
Click “Apply”.
The gift card amount will be deducted from your order total.
MY ORDER WON'T GO THROUGH. WHAT SHOULD I DO?
If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Send My Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact Customer Care.
I NEED TO MODIFY SOMETHING ON MY ORDER. HOW CAN I DO THAT?
If you need to change or cancel your order, please contact us immediately. We generally process orders within 3-5 hours, and once our warehouse has processed your order, we will be unable to make any changes.
I JUST PLACED AN ORDER. CAN I ADD ANOTHER ITEM TO IT?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order.
WHY WAS MY ORDER CANCELED?
Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order.
WHERE IS MY ORDER CONFIRMATION?
As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and add Customers@BurningSands.com to your safe sender list.
WHEN WILL MY PACKAGE SHIP?
Most orders ship within 1 business day of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.
WILL I HAVE TO PAY INTERNATIONAL TAXES AND DUTIES?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
BurningSands.com cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
If you refuse a shipment from BurningSands.com, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to BurningSands.com. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE?
Items marked ON SALE or FINAL SALE or CLEARANCE cannot be exchanged or returned at any time.
Full price merchandise can be returned for a full refund or exchanged within 7 days of the delivery date.
We do not accept returns on sample sale merchandise. All sales are final.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Once we have received your package, your refund will be processed within 7 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
