FAQs - Frequently Asked Questions

Simply click on any of the categories below for answers to those questions.

Feel free to email us at customerservice@seashellco.com with any questions that aren't in the list below.

Products

• Bulk Products
• Product Authenticity
• Product Processing

Order Processing

• Checkout Issues
• Shipping Carriers
• Handling
• Returns
• Claims
• Payments
• Phone Orders
• Gifts & Special Requests

Technology

• Cookies
• Third Party Tracking
• Protection of Information
• Change Account Information

Products

I received an order of bulk shells and noticed that some arrived broken. Why?

Once received, some bulk shells sold in gallons and kilo bags will have some broken shells in the range of about 10-15%. This is due to processing and shipping related factors. Please consider this when placing your order.

Are your products really natural?

Yes, our products are made/or are sourced from natural, real seashells. We only source from suppliers around the world who harvest their products ethically while minimizing any impact on their local environments.

How can I remove the ocean scent?

As mentioned, our products are natural and from the sea. Natural products (like starfish, for example) are processed but may have a saltwater scent when you open the packaging.  Place them out in the sun for a couple of hours and the scent will dissipate. A little Febreze or other air-freshening product will also help alleviate what little scent remains until they have aired out further.

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Order Processing

When I enter a different ship-to address than my billing address, the transaction gets declined. Why?

As of 2/26/24, if you are experiencing errors when entering a different shipping address than the billing address when paying by credit card, please use Paypal as your payment method instead. You'll be able to enter a different shipping address when using Paypal. If you prefer to order by phone, please call us at 954-565-2300 from 9 am to 5 pm Monday through Friday Eastern Time Zone for assistance.

Where are orders shipped from and what carriers do you use?

All orders are shipped from Florida via a ground carrier unless otherwise requested. Carriers of choice are United Parcel Service (UPS) and US Postal Service (USPS). Customers may pick up orders over $200 as long as prior arrangements are made by phone. Please contact us at customerservice@seashellco.com for pickup arrangements. Standard shipping is limited to the continental United States of America. For shipping service to the US Virgin Islands, Puerto Rico, Hawaii, Alaska, Guam, other US territories and protectorates, please only choose Priority or Express service from the shipping options given. Our shipping department reserves the right to refuse to ship when FREE or standard shipping services are chosen for shipping destinations outside the continental US. We do not ship internationally.

How long will it take to process my order?

Handling time is usually one business day. It MAY take an extra day of handling if the order involves 20 or more skus, for example. You may call us directly at 954-565-2300 from 9 am to 5 pm Monday through Friday EST if you would like to check the status of your order or you may email us at customerservice@seashellco.com for more information.

I would like to return my order. How are returns handled?

If an item needs to be returned for any reason, please contact us at customerservice@seashellco.com. Returns are accepted within 30 days of receipt. Returns are at the customer’s expense (except when received damaged or defective) and must be returned in good, re-stockable condition. If orders are returned in poor, unstockable condition, we'll reach out to you to discuss the matter further.

I received my order and it arrived damaged. What should I do?

Our products are packed carefully at the time of shipping. In the unlikely event of damage, all original packaging must be retained, and pictures will be requested to be taken of both the box and the product. These images are to be sent to customerservice@seashellco.com. A customer service representative will determine the best course of action to solve a claim. Solutions may include, but are not limited to credit, refunds, exchanges, or replacements. No claims will be honored after 30 days.

What payment methods do you accept?

We accept credit card payments using Visa, MasterCard, American Express and Discover. We also accept PayPal, Venmo and Pay Later through Paypal. We are exploring other payment options to add in the near future.

All prices are in US dollars and are subject to change without notice. We reserve the right to cancel or refuse a sale in the event of a price error or typo or misprint.

Can I place an order over the phone?

Yes, but we encourage customers to place their orders online. However, we are available by phone if you need assistance. For fastest response, please contact us by e-mail at customerservice@seashellco.com.

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If I'd like the order shipped as a gift or need special processing, what should I do?

Contact us with any special requests either by phone at 954-565-2300. For fastest response, please contact us by e-mail at customerservice@seashellco.com.

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Technology

What are "cookies" and do you use them?

Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your web browser (if you allow) that enable the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved service. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences in the future.

In summary, we use cookies to:

• More effectively retain information regarding the items in the shopping cart process.
• Keep track of advertisements
• Compile aggregate data about site traffic and site interactions.

We may also use trusted third-party services that track this information on our behalf.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You can do this through your browser settings. Each browser is different as it pertains to cookies. Look in your browser’s Help menu to learn the correct way to modify your cookie settings.  If you disable cookies, some features of our site will be disabled. You will still be able to place orders, but some of the speed, features, and functionality of the ordering process may be compromised.

Does your site allow third-party behavioral tracking?

This site uses a tracking technology called Google Analytics to obtain site usage information such as users’ Internet Protocol (IP) addresses, internet domain and host names, browser software, and the date and time that the site is visited. Data obtained through Google Analytics does not include and is not linked to any personal information. Data from Google Analytics allows us to monitor the use of this site, understand how users find our site, and improve the site’s functionality and content.  Our use of Google Analytics complies with Google’s Terms of Service.

Google provides more information about Google’s privacy practices and information on how to opt out of Google Analytics tracking of your web browsing.

How you protect visitor information?

We use vulnerability scanning and/or scanning to PCI standards and we use an SSL certificate

We implement security measures when a user, places an order and when they enter, submit, or access their information.  We use a payment gateway provider for authorization and security.

How can I change, opt out, remove or modify the information I have provided?

To modify your email subscriptions, please let us know by modifying your preferences in the "My Account" section.  ( Also, if customers want to opt out of emails, it is strongly suggested that they use the “opt-out” link located at the bottom of emails received.) Please note that due to email production schedules, you may receive any emails already in production.

To delete all of your online account information from our database, sign into the "My Account" section of our site and remove your shipping addresses, billing addresses & payment information. Please note that we may maintain information about an individual sales transaction to service that transaction and for record keeping.

Last updated February 26, 2024

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