Shipping Policy

Satu Hati is not responsible for shipping delays once your order has left our warehouse and is in the hands of the courier.

We ship Monday through Friday (excluding Holidays). Once your order ships you will receive the tracking ID via email. Please note that tracking can take up to 24 hours to update.

Should a package be marked as delivered by the courier to the correct address as per the tracking information you receive, Satu Hati does not claim responsibility for the loss. Unfortunately we do not replace nor refund an order once it has been confirmed as delivered. We recommend reaching out to the courier in this matter.

In the event that your order is undeliverable or returned to sender due to inaccurate/incomplete shipping information please note that shipping is non refundable.

Please Note – Customers will be responsible for all duties and/or taxes on International Shipments

How long does it take to process my order?
Once your order has been placed, please allow up to 3 business days for your order to be processed by our fulfillment team. If your order includes one or more pre-order items, the entire order will ship together once all items are available to ship.
How long does shipping take?

USA Shipping & Delivery Times:

Standard Shipping: 2-5 business days

Free standard shipping on orders over USD $150

Canada Shipping & Delivery Times:

Standard Shipping: 1-4 business days 

Free standard shipping on orders over CAD $200

Please allow for 2-7 business days for processing during the holiday season. All tracking will be emailed to the email address on the order as soon as it ships.

Can I expedite my order?
Customers have the option to expedite their order by paying for Expedited shipping at checkout.
Will I have to pay duties and taxes?
For Canadian customers, all duties and taxes are included in your shipping cost.For all other customers outside of Canada, there may be duties or taxes upon arrival into your country based on where you live. If you require more information on what duties and taxes may be due upon delivery, please contact your local customs office. If a customer refuses to pay for the legal duties and taxes due on a Satu Hati shipment, Satu Hati is not responsible for the potential repercussions with the postal service.
How can I return my order?

1. If you are not satisfied with your purchase, please reach out to our customer support team within 14 days of delivery to initiate a return by emailing us at support@satuhati.ca

Once we have received your email, our team will check if your purchase qualifies for a return to initiate a return shipping label.

2. Once provided with a return shipping label, please pack the product(s) in their original dust bag and gift box, and ship the package back to us within 1 week of receiving your return shipping label. Please note, Satu Hati does not offer free returns. Any costs associated with return shipping will be deducted from your refund.

3. Track the package to ensure that there are no delays or delivery failures. Satu Hati can only refund packages that are successfully delivered back to one of our warehouses. Failed deliveries that are caused due to outstanding duties, taxes and fees cannot be refunded.

4. Once your package has been received and your tracking information is updated to “Delivered”, please allow for 5-7 business days for the returned parcel to be processed at our warehouse. Once the return has been processed, our team will reach out for the refund, credit or exchange. Any refunds to the original method of payment will take approximately 2-5 business days for the amount to be reflected in your bank statement.

5. Satu Hati only accepts returned products shipped back to our warehouse that are unused and in their original packaging. Any items returned used, damaged, or missing one or more components (e.g. gift box or dust bag), will not be accepted.

Returns Address: ______