General

Want to make a return? You can send back unused products in their original, unopened condition and packaging for a full refund or exchange within 30 days of your original purchase date. We are unable to accept opened or used products for refund.

To initiate the return, please contact us with your order number and reason for return. To ensure prompt and reliable delivery, we recommend that you send products back via services that are insured and/or provide tracking. We are not responsible for returned products that get lost in transit. Your refund will be credited to your account within 15 days from receipt of your return. Unfortunately, shipping fees are not refundable.

Holy Snails does not test on animals, and neither do our raw ingredient suppliers. In addition, there are no shark parts in our Shark Sauce or any Shark Sauce variation.

Shark Sauce contains N-Acetylglucosamine, which is derived from shellfish. It is a by-product of the shellfish industry, and the animals are not harvested for their N-acetylglucosamine, but it definitely is animal-derived. This applies for Shark Sauce as well as all of the Sauce du Mois that also contain N-acetylglucosamine, and the Holy Snail Waters. We do offer a Sunfish Serum that omits N-Acetylglucosamine, for a vegan alternative. 

We have confirmed through our suppliers that the Glycerin and Ceramides in our First Snows are plant-based.

Shipping

We ship worldwide! As long as the address is accepted by the USPS as a shipment destination, we ship to nearly all countries. It is very likely we ship to yours as well.

We offer free First Class shipping within the United States for orders $39 and up. For International orders, we offer free First Class International shipping on orders $79 and up.

We have a shipping calculator located within our shopping cart. Simply add products to your cart, and then select your zip code or country to get a shipping quote. We use USPS for the most cost-effective shipping rates, but we also offer premium expedited services as well.

W ship orders placed on our website from Monday through Thursday within 24-48 hours after receipt. Orders placed on Fridays or weekends are submitted for fulfillment the following Monday morning and will be processed within 24-48 hours from then. We hold new orders for 24 hours before fulfillment in case customers discover they have entered a wrong address or would like to modify their orders. The shipment timeframe selected during the ordering process begins the day after shipping.

Please note that on some U.S. holidays, USPS is closed and will not ship. Therefore, we do not drop packages off on those days to minimize the risk of package loss or damage.

Yes, customers receive a shipment confirmation email with tracking information once their order ships. However, these automated shipping emails are often slightly delayed. Even if you do not get a shipment email within 24-48 hours of placing your order, your order may still have shipped. We appreciate your patience! Most orders are received within the timeframe selected.

U.S. Customers:

This may happen for a variety of reasons. Unfortunately, because tracking indicates that you did in fact receive our order, there isn't much we can do on our end. Here are the steps we recommend to customers trying to recover a missing package:

1. Contact your local post office and ask to speak to the mail carrier who delivers to your street. Ask him/her about the package and the date it was marked as delivered—mail carriers are pretty good at remembering packages on their routes!

2. Ask your local post office if they are holding the package for some reason.

3. Check with your neighbors to see if the package was accidentally delivered to their address.

4. Wait a couple of days. Some packages are mistakenly marked as delivered during the sorting process, when in fact they are still en route.

By following the steps above, almost all of our customers track down their missing Holy Snails package. If you are still unable to receive your package after attempting the steps, please contact us.

International Customers:

If tracking indicates that your package was delivered but you did not receive it, it is almost certainly being held by your local post or customs office for additional customs charges. This is especially common for UK customers. Please contact your local post office with the tracking number, and they will be able to advise you further.

Subscribe