Customer Help
We are here to assist you with any issues.
Common purchase queries answered
Orders and Shipping
Steps to Register for an Account
- Go to the “My Account” page: Look for a link in the website’s navigation menu, or header, labeled “My Account”, or a person icon.
- Locate the registration form: On the “My Account” page, you will see a form with two sections: “Login” and “Register”.
Fill in your details:
- Email address: Enter your email address.
- Password: You will be prompted to create a password directly in the form, or a link to set your password will be sent to your email address.
- Username: The website might automatically generate a username for you based on your email, or you may choose one.
- Submit the form: Click the “Register” or “Sign Up” button.
- Check your email: If the site is configured to send a password setup link, check your inbox for an email to complete the registration process.
- Alternatively, during checkout: If you are placing an order, you may see an option to “Create an account?”
Once registered, you can log in to your account to manage your profile, view order history, track shipments, and manage addresses.
Update Billing or Shipping Address
- Log in to the website’s “My Account” page.
- Click on the Addresses menu item.
- Click the Edit link next to either your Billing Address or Shipping Address.
- Enter your new details in the form.
- Click Save Address.
My Account Page: Log in to the website, go to “My Account,” and click on “Orders” to see the status of your purchase.
No, your full credit card information is not stored directly on our website.
When you save payment methods on a WooCommerce site (using reputable gateways like Stripe or PayPal), the system uses a secure method called tokenization.
Here is how it works and what that means for your security:
- Tokenization: Your credit card details (full number, CVC code) are sent directly from your browser to the payment processor (e.g., Stripe, PayPal). The payment processor stores this data and sends back a “token”—a string of characters that acts as a placeholder.
- What is stored: The WooCommerce site only stores this non-sensitive token, along with limited information like the last four digits of your card, the card type (e.g., Visa), and the expiration date. This allows you to identify your card for future use without the store owner having access to your actual, sensitive data.
- Security: This method ensures the site doesn’t have to meet the extremely high, expensive security standards (PCI-DSS compliance) required to store full credit card numbers.
- Saving Options: If you are logged in during checkout, you may see a checkbox to “Save payment information to my account.” If checked, this initiates the secure tokenization process for faster future checkouts.
- Data Removal: You can manage or delete your saved payment methods at any time via the “My Account” page on the site.
No we do not charge sales tax at this time. If we exceed certain economic thresholds in this current year, then we will be obligated to charge tax next year.
Currently we only ship to Canada and U.S.A.
Orders may not always arrive in a single package. This can depend on several factors, such as the types of products ordered, their availability, and the location from which they are shipped. If items are fulfilled at different facilities, they might be shipped separately.
Additionally, if an order contains a large number of items, it might be split into multiple packages for logistical reasons.
For more specific details about your order, you can check the order status and shipping information in your, ‘My Account Orders’ page.
If you need to swap an item
Returns and Exchanges
Our return and exchange policy allows you to submit claims within 30 days of receiving the product for issues such as misprints, damage, or defects.
For packages lost in transit, claims must be submitted within 30 days of the estimated delivery date. If the issue is deemed an error on our part, we cover it at our expense.
If you have received the wrong item, you can report the issue directly to SHC through the “Contact Us” email form. Claims for incorrect items must be submitted within 30 days after the product was received. When reporting the problem, it’s helpful to include a photo of the incorrect product along with the packing slip visible in the same image. This will assist in resolving the issue quickly.
If your order arrives damaged, you can report the issue directly to SHC through the “Contact Us” email form. Claims for damaged items must be submitted within 30 days after the product was received. When reporting the problem, it’s important to include clear and accurate photos of the damaged or defective part along with at least part of the product’s design to help identify the item.
Authorized returns should be sent to the address it was shipped from.
Send us an email via the contact form on our Contact page. Use the space provided to describe the issue for which you require support.
To change the shipping address for an existing order, you can do so as long as the order hasn’t been shipped yet.
Send us an email via the contact form on our Contact page. Provide your order number, and the corrected address.
Customers can change or cancel their order after it’s been submitted, as long as it hasn’t entered the fulfillment stage yet. Generally after 2 days, the order will be in the fulfillment stage. Send us an email via the contact form on our Contact page, and provide your order number. We will look into the progress of your order.
