FAQS

Orders

How long does it take to process my order?
Most in-stock orders are processed within 1-3 business days after payment is confirmed. Orders are not processed on weekends, U.S. public holidays, or Chinese public holidays.

Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at sandartflow@outlook.com. We can only make changes before your order has been processed or shipped.

How do I know if my order was placed successfully?
After checkout, you should receive an order confirmation email. If you do not see it, please check your spam or promotions folder, then contact us with the email address used at checkout.

Shipping

Where do you ship?
We currently ship within the United States, including Alaska, Hawaii, Puerto Rico, and U.S. overseas territories.

How much does shipping cost?
Standard shipping is $2.99. U.S. orders over $29 before tax qualify for free standard shipping.

How long does delivery take?
After dispatch and customs clearance, estimated delivery usually takes 7-12 business days. Delivery times may vary due to holidays, weather, customs processing, or carrier delays.

Will I receive tracking information?
Yes. Once your order ships, we will send tracking information to the email address used at checkout.

Returns And Issues

What is your return window?
You may request a return within 14 days after receiving your item.

What items can be returned?
To be eligible for a return, the item must be unused, in its original condition, in the original packaging, and include proof of purchase.

What if my item arrives damaged or incorrect?
Please contact us at sandartflow@outlook.com with your order number and clear photos of the issue. If the item is damaged, defective, or incorrect, we will help resolve it.

Who pays return shipping?
For returns caused by personal reasons, customers are responsible for return shipping. If the return is due to a damaged, defective, or incorrect item, we will help cover or waive the return shipping cost.

Products

How long does the scent last?
Scent duration depends on the product, environment, temperature, airflow, and usage. Many paper air fresheners are designed to provide fragrance for up to about 30 days.

Can the paper air fresheners be refilled?
Yes. Selected BBYM x SandartFlow paper air fresheners are designed to be refreshed with fragrance so they can be used again.

Where can I use the air fresheners?
They are suitable for cars, closets, wardrobes, bags, bedside areas, offices, and other small spaces. Avoid direct contact with delicate surfaces, leather, painted materials, or fabrics that may stain.

Are the art hourglasses handmade?
Each art hourglass is assembled with mineral sand, liquid, glass, and a frame to create a flowing sandscape. Slight variations may occur, which makes each piece feel unique.

Payment And Support

What payment methods do you accept?
We accept PayPal, credit cards, and debit cards through secure checkout.

How can I contact you?
Email us at sandartflow@outlook.com. Please include your order number if your message is about an existing order.