If you have any questions about our policies, we warmly welcome you to call or email us before you place your order.
General Ordering and Shipping Policies
Finalizing Your Order:
We cannot make any changes to an order once it is finalized. Please check your order carefully before you submit/place it.
Cancelled orders will be subject to a cancellation fee of 20% or $5, whichever is higher. The cancellation fee on cancelled Priority Rush/UPS NextDay/UPS 2 Day/UPS 3 Day orders is 25% or a minimum of $10 plus the Priority Rush fee.
Credit Card Storage Information:
Our online shopping cart system does not require you to permanently store your credit card information online.
Payments made though PayPal may occasionally take a few days to clear. Orders cannot be shipped until PayPal confirms that your payment has cleared. Orders of $150.00 or more paid for via PayPal must be shipped to an address that you have setup through PayPal as being a CONFIRMED PayPal address. Please note that this is separate from verifying your account. You are able to confirm your address by logging into your PayPal account, going into the Profile Summary area, selecting Street Address, and then by clicking on the Confirm button on the bottom of the page. PayPal’s confirmation procedures may change, so if you have questions, please contact PayPal.
We will email you if we discover a payment problem when we process your order. Please be sure to add firstname.lastname@example.org to your address book. If we aren’t able to reach you within 14 days, we may need to cancel your order.
Sometimes a product is available at the time you place your order, but then becomes out-of-stock by the time your order is received at the warehouse. In these rare instances, we will offer you the option to cancel your order or wait for the item to be in stock. Usually it takes 10-15 business days for an out-of-stock item to be back in stock.
UPS shipping fees are calculated based on the weight of the merchandise. UPS sets their minimum shipping weight at 2 lbs. When ordering online, the shipping amount shown during checkout is the estimated charge generated by the UPS online system. In most all cases, this is the shipping fee that you will incur. However, in some rarely cases especially with very large orders, shipping charges may be higher than the online estimate if we discover that additional boxes are required to best protect your items during transit.
Occasionally USPS.com/UPS.com may be down or unavailable during your checkout process and our shopping cart will be unable to retrieve or display the estimated shipping charges for your order. In these instances, your online shopping cart may display a shipping fee of $0.00. Thank you for understanding that these rare instances are beyond our control and that we must reserve the right to add the appropriate shipping charge to your order once UPS’ systems are back up. We welcome you to contact our Customer Care department at 202-285-3435 to confirm the shipping fee for your order.
Orders placed online are generally shipped within 3-5 business days unless expedited shipping or processing options are chosen. Please consider our processing time when selecting your shipping method.
A Priority Rush service is available for an additional fee, specified during checkout. Priority Rush orders are shipped on the same day, if the order is placed by 10:00 am Eastern Time. Orders placed after 10:00 am Eastern Time will ship the following day. If you need your order shipped the same day during peak seasons, we recommend that you select our Priority Rush service.
Orders shipped via USPS expedited services are automatically upgraded to Priority Rush.
Palletized Order Fee: Palletized orders incur a pallet charge of $15 per pallet.
Fee for Order Changes: A $2.50 handling fee is charged if a change is made to an order that is scheduled to ship on the date that the change is requested.
USPS Priority, UPS Standard Ground, Next Day Air, Next Day Air Saver, Saturday Delivery, 2nd Day Air, 3 Day Select and Worldwide services are available during your checkout.
Orders shipped by Next Day Air, Next Day Air Saver, 2nd Day Air, 3 Day Select will be shipped on the same day, if the order is placed by 10:00 am Eastern Time. Orders placed after 10:00 am Eastern Time will ship the following day. Saturday Delivery is only available when using UPS Next Day Air on orders that ship on Friday. This service costs $17 per box in addition to the UPS Next Day Air shipping fee. UPS now offers ground service to Alaska, Hawaii and Puerto Rico.
We cannot be held responsible for any theft or damage that occurs if UPS or USPS delivers your package when you are not home. If UPS requires that packages be signed for in your area, please ensure that you are available to sign for your package. Customers are responsible for reimbursing us for any shipping and handling charges that are incurred if a package is returned because no one was available to accept it. If you are not available to accept your delivery, we recommend that you use a shipping address where someone will be available to receive the package for you. We encourage you to contact with USPS or UPS directly to find out what their delivery policies are for your area.
International Customers & Brokerage/Customs Fees:
International customers are responsible for any and all customs duties, taxes and brokerage fees that a shipment may incur. We are not able to determine the amount of these fees before shipping to you. UPS will not deliver your order unless these fees are paid in full. Any shipment returned to us due to rejection by customs will be subject to our cancellation fee and will incur a return shipping fee. Please familiarize yourself with your country’s import restrictions/requirements prior to placing your order.
UPS Canada Standard is the standard method used for most Canadian deliveries. Some locations within Canada require us to use UPS Worldwide Express. All other orders are shipped via UPS Worldwide Express.
Your shipping address must match the billing address for international orders, and the address must be verifiable through our Address Verification System (AVS). If your financial institution does not recognize our AVS system, we may be unable to authorize your purchase. In such cases, your payment must be made in US dollars via American Express International Money Order. Alternatively, you are welcome to remit payment via Wire Transfer for an additional bank fee of $60.
Additional Shipping Charges:
You are responsible for any additional fees charged by USPS or UPS for address corrections. UPS charges this fee when packages are missing suite numbers, contain typos including zip code errors, or contain any other incorrect information that is missing or inaccurately supplied by the customer within the “Ship To” area of our order form. UPS also charges for address changes such as dropping off your package at any address other than the one provided in the “Ship To” area of the order form. The address correction fee is $20 per box for most addresses, but may vary in some countries outside the US and Canada. We reserve the right to charge for these fees as soon as we are notified of them.
For unusually large orders, we reserve the right to ship your delivery by trucking service. We will notify you in advance of all applicable costs, including lift gate service and pallet charges.
Please inspect packages upon arrival. You must report any damages, missing items or missing boxes to both USPS/UPS and Shea Yeleen within 3 days of receiving your order. If you notice any damage to the shipping box upon delivery, report it to the UPS driver and then report it directly to UPS. UPS will send someone to inspect the package. If you notice any damaged items upon unpacking the order, leave the box and its contents as is, save all of the packaging material, contact UPS to arrange an inspection of your package, and contact us so that we may process your claim. We cannot replace damaged merchandise unless the package has been inspected by UPS. Your replacement will be shipped once we have been issued a claim number from UPS. We also cannot replace missing items unless they are reported within 3 days of the receipt of your order.
Safety Disclaimer and Use of Our Products:
Shea Yeleen is a supplier of natural unrefined shea butter, soap, lip balms used in skin care, hair care, massage, and spa products.
Although Shea Yeleen tries to be as accurate as possible when describing ingredients and supplies, Shea Yeleen cannot guarantee the accuracy or completeness of the information that is provided via its Web site, blog, social media networks, telephone conversations or written/email correspondence. It is up to the customer to adequately research the appropriate use and safety information for each item, including any governmental regulations in place for proper usage, labeling and sale.
The contents of our catalog and Web site have not been evaluated by the FDA. Information on our Web site, blog social media networks, telephone conversations or written/email correspondence is not intended to diagnose, treat, cure or prevent any disease.
By purchasing and using ingredients and products sold by Shea Yeleen, you agree that you are knowledgeable about the safe, appropriate storage and use of the ingredients and products that you purchase. You agree to carefully inspect all products, botanicals and ingredients upon arrival and report any problems or need for replacement immediately. You agree that you will not hold Shea Yeleen liable for any problems that arise from your storage and use of the ingredients or products.
If you purchase bulk shea butter to make your own products, you will assume all product liability for the final products/creations that you make using ingredients purchased through Shea Yeleen.
We reserve the right to modify our policies at any time.
We are committed to our customer’s satisfaction with our merchandise beyond the point of sale. Merchandise may be returned within 15 days of purchase when accompanied by the following:
- Original receipt/packing slip
- All original packaging
Refunds will be processed based on the original form of payment.
The following items cannot be returned:
Individual products purchased as part of a set (the entire set must be returned)
The return address is:
Attn: Shea Yeleen Return Department
417 H ST NE #2
Washington, DC 20002
If a package is returned to our warehouse as undeliverable, you will be issued a refund for the amount of the order less $7.00 (re-routing fee). If you choose to have your package reshipped, there will be a $13.95 charge ($7.00 re-routing fee and $6.95 shipping fee).
While we are unable to process new orders via the return process, if you wish to replace the item, please place another order online.
For your protection, and to ensure prompt deliver, we recommend that you send your return via UPS or insured Parcel Post. Please note that return shipping fees are not refundable and are the responsibility of the customer. Your refund will be processed based on the original form of payment (minus return shipping and handling).
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the items in your shipment, please contact Shea Yeleen Customer Service: 202-595-8997 between the hours of 10:00 a.m. and 5:00 p.m, EST., Mondays to Fridays. Our customer service representatives will be happy to assist you.