General Information
What is Shopensesame?
Shopensesame is a U.S.-focused sleep optimization brand offering technology, ergonomic support products, and premium sleep materials designed to improve overall sleep quality.
Do you ship within the United States?
Yes. We currently ship within the United States (mainland only).
How long does shipping take?
- Main Devices: 2–5 business days
- Accessories & Replacement Parts: 8–15 business days
Delivery timelines are estimates and may vary depending on fulfillment location and carrier conditions.
How long does order processing take?
Orders are processed within 24–48 business hours. Tracking information is sent via email once your order ships.
Returns
What is your return policy?
- Damaged, defective, or incorrect items: Report within 48 hours of delivery with photo or video proof.
- Functional defects: Report within 30 days of delivery with video evidence.
- Delivery delays: If no delivery within 45 days from shipment, you may request a refund or reshipment.
All returns require prior authorization (RMA). Returns sent without approval may be refused.
Are opened products returnable?
Due to health and hygiene regulations, products that come into contact with skin, hair, mouth, or airways are non-returnable once opened or used.
How long does refund processing take?
Approved refunds are issued to the original payment method within 5–10 business days after approval. Shipping fees are non-refundable unless the error was caused by us.
Orders older than 90 days from payment date are not eligible for refund.
Products & Usage
Are your products medical devices?
Our products are designed to support sleep comfort and quality. They are not medical cures and do not replace professional medical advice.
Can your products cure snoring or health conditions?
Snoring and sleep-related conditions vary by individual. While certain products are designed to reduce snoring frequency and improve comfort, they are not medical cures.
Do any products require an app?
Some sleep devices may support mobile app connectivity. Please refer to the individual product page for setup and compatibility details.
Will all items in my order arrive together?
If your order includes multiple items, products may ship separately depending on warehouse location and inventory availability.
Orders & Delivery Issues
What if tracking shows “Delivered” but I did not receive my package?
If tracking shows “Delivered” but the package was not received, a non-delivery certification from the local carrier may be required before a refund can be issued.
Can I change my shipping address?
Address changes must be requested within 4 hours of placing the order. Once an order has been processed or shipped, modifications may not be possible.
Still have questions?
We’re here to help. Contact us at info@shopensesame.com.