Shipping
All credit card orders placed before 2:00 PM Central Standard Time on any business day will normally be shipped that same day--subject to payment approval and item availability. Any order submitted to the shopping cart after 2:00pm Central time on a Friday will not be processed until the following Monday. Same day shipping is not guaranteed; due to the volume of incoming and outgoing freight, our warehouse has 24-48 business hours to process an order once they have received it. If your shipping and billing address are different, please make this clear; otherwise, shipping may be delayed because of verification requirements. We encourage our customers to use the same billing address for shipping, as it reduces processing time.
Shipping charges are $5.00 for any domestic retail order under $75.00, shipped within the continental US. A shipping fee of $15.00 will apply to ALL orders shipping to Alaska, Hawaii and Canada. If your order is over $75.00 you will receive FREE shipping (excludes orders to Alaska, Hawaii, or Canada). Our shipping options on all retail orders are FedEx Ground, FedEx SmartPost or USPS. You order will be shipped via the best method based on the order weight and destination. Any order submitted with a discount code will be shipped via Fed Ex Smart Post by default. If you would like faster shipping, please call for a quote. Alaska, Hawaii, and Canadian shipping charges are $15.00, free shipping is not available for customers in those areas, we apologize for any inconvenience. If you use a discount code and the order drops below $75.00 please note that the shopping cart will not add the $5.00 shipping fee, it will be added manually when the order is processed through our system. The system will not add the $15.00 shipping fee for Alaska, Hawaii, or Canada, it will be added manually when the order is processed through our system. Canada charges import duties on all incoming goods that will need to be paid to release from customs. If you have any issues with a charge for Canada custom's duties and taxes you will need to contact the Canada Border Services Agency.
FedEx is our standard carrier and your order may be shipped by FedEx ground or by FedEx SmartPost. SmartPost is a partnership between FedEx and the United States Postal Service where FedEx picks up an order from our facility and transfers it to the post office in the town of final delivery. SmartPost orders are generally delivered by your local postal worker, however, in some cases, FedEx will see the package through to final delivery.
FedEx Next Day delivery is available in most areas of the contiguous United States; please call for a shipping quote.
FedEx Ground will not deliver to P.O. Box addresses. If you require your product to go to a P.O. Box you will receive it via the United States Postal Service or FedEx SmartPost.
Canadian customers, please note that some carriers charge import fees for bringing products across the international border. These fees are charged by the carrier, not us, and are the full responsibility of the customer.
Returns or Exchanges
SI03, Inc. offers a satisfaction guarantee on Syntrax® products. If you purchase a Syntrax® product that you are not satisfied with, please contact our customer service department by phone at 866-333-7403 x 800 for return or exchange information. Our office hours are Monday-Friday, 8am-5pm central time, excluding major national holidays. Our standard return window is 30 days from delivery date. However, if you are having issues with your product please contact us and we will do what we can to assist you.
Satisfaction—If you wish to return a flavor that you do not like due to taste, etc., contact our customer service department for a return authorization number. Once you have a return authorization number, return the product at your cost to:
SI03, Inc.
Attn: Returns
3849 Business Park Pl
Cape Girardeau, MO 63701
The return must contain a note with following information:
Name, return authorization number, physical address, daytime phone number, email address, reason for return, product/flavor you would like to receive in exchange. Once the return is received and processed by our warehouse, the replacement of your choice will be shipped at no charge to you.
*If you would prefer a refund, include your original invoice number and credit card information. Credit Card information is not kept on file, so if it is not included, we cannot process a refund. Refunds will be issued based on the final sales price after any discount code that was used. Once the return is received and processed by our warehouse, a refund will be issued to your card and you will receive a confirmation email.
If you purchase a Syntrax® product from another retailer, please resolve the return or exchange through the original place of purchase. If the retailer refuses to honor the guarantee, we can offer to exchange if the product is returned to our warehouse after contacting customer service for a return authorization number. We cannot issue refunds for products that were purchased from other retailers.
From time to time, SI03, Inc. will offer special discounts on Syntrax® products. Items offered at a greatly reduced or blow-out price may not be eligible for return or exchange. If an item is not eligible for return or exchange, it will be designated as “All Sales Final, No Returns or Exchanges” on the shopping cart.
Warehouse or Invoicing Errors—If you place an order and receive the wrong item, please contact the customer service department. Arrangements will be made to issue a return service label for the error item and the correct product shipped.