FAQs
Please read our FAQ for our most commonly asked questions, if for any reason your question isn’t covered feel free to reach out to us at info@saruke.com
Q: What is your refund policy?
A: We have a 100% satisfaction guarantee or your money back, no questions asked policy for customers who want to return the product for any reason within 30 days of receiving it.
Q: How fast is shipping?
A: Shipping times vary depending on your location, but usually fall between 7 to 12 business days.
Q: What if my package is lost or stolen?
A: Please make sure to send your packages to a secure address. Once your package is in the hands of a shipping carrier (USPS, FedEx, etc), it becomes the responsibility of the shipping carrier. If your package is lost or stolen in the delivery process or once it is delivered, please file a report with your shipping carrier and notify us by emailing info@saruke.com . We'll review all cases and will do our best to send out a replacement order or issue a store credit if possible.
If your tracking number says that your package has been delivered but you haven't received anything, we suggest doing the following:
Verify the shipping address on your order that it's correct
Look for an attempted delivery notice slip
Double check your area in case it's stored in a hidden area
Check to see if your neighbors or someone in your residence accepted it
Allow an extra 1-2 days - in rare instances, orders have been marked as delivered before actually arriving.
Saruke is not responsible for lost or stolen packages, but we'll try our best to help you recover and track down your package. In cases where your package was not delivered because of an incorrect address, additional shipping fees will apply to reship your package. If your package is still nowhere to be found, please contact us at info@saruke.com
Q: What if I receive a defective product?
A: If a product received has manufacturing defects, customers are entitled to request a product replacement within 7 days of receiving the item. We will analyze your request and if the case is deemed valid, we will cover related costs to deliver a replacement. Please, carefully inspect your product before using as used products have a lower rate of success in their claims. Take a picture as soon as you notice the problem and contact us at info@saruke.com .
Q: Will my order be shipped in a single box or multiple parcels?
A: Different items may be in different warehouses, so if you place an order for multiple items, they may be fulfilled in multiple shipments.
Q: What are my payment options?
A: We accept all major credit cards and payment methods.
Q: Can I expedite my shipment?
A: We currently only offer one standard shipping option, which is free and comes with delivery tracking for your peace of mind.
Q: Where is my order?
A: After placing your order, please allow 5-8 days for it to be processed. You will receive an email with tracking information once your order is dispatched and can follow it here.
Q: Where is my order shipped from?
A: We have fulfilment centers across the globe in the United States, Canada, Europe, and China.
Q: How can I contact a customer representative?
A: Feel free to get in touch via info@saruke.com