Choose a Category for a list of frequently asked questions:

Credit Card Safeguard | Online Shopping | Shipping & Handling | Returns & Exchanges

Credit Card Safeguard

Is it safe to use my credit card over the Internet?

Yes. We use Secure Sockets Layer (SSL) technology to protect the security of your credit card information as it is transmitted to us.

SSL is the gold standard in Internet encryption technology, which is a fancy way of saying that it's a highly sophisticated method of scrambling data as it travels from your computer to our web site's servers.

How can I check to make sure my connection is secure?

Look at the lower left-hand corner of your browser window after accessing the server. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active and the server is secure. You can also double-check by looking at the URL line of your browser. When accessing a secure server, the first characters of the site address will change from "http" to "https."

What if I can't access the secure server?

If you can't access the secure server for any reason, please place your order by phone at 1.877.391.8936.

Some versions of browsers and some firewalls don't permit communication through secure servers. In that case, you won't be able to connect to the server and therefore won't be able to place an order through an insecure connection.

Online Shopping

How do I place an order?

Make sure if you have a discount code, that you enter it before adding the item to your cart. If you forget, remove the item and reorder it using the code. When you're done shopping, click the cart button to view the contents of your cart and complete your order. If you don't want to order all of the items, simply edit your shopping bag before proceeding to checkout.

Can I change my order during checkout?

Yes. If you want to change you order during checkout, use the back button on your browser to return to the cart content page. Edit your order, and click the “recalculate” button. Then proceed to check out.

How can I be sure my order has been received?

When you enter your credit card information and click "submit order" on the final review page, you will also receive an e-mail confirming that your order has been received within approximately 24 hours.

Are there other ways to place my order?

Yes, if you prefer not to order online or need special delivery arrangements, you may call us with your information at 1.877.391-8936.

What forms of payment does Sweetgrass accept?

Sweetgrassfibers.com accepts the following forms of payment:

* Visa
* MasterCard
* American Express

How do I know if my order has been shipped?

You will receive two e-mails after you have placed your order and provided us with a valid e-mail address:

* The first confirms that your order has been received (your order confirmation number will be included); this e-mail should arrive within approximately 24 hours.

* The second confirms that your order has been shipped (any tracking information will be included); this e-mail should arrive within approximately 24 hours following authorization of your credit card and verification of your information.

What if an item I've ordered is out of stock?

Although we make every effort to maintain stock and satisfy our customers, occasionally we are out of certain items. If an item is temporarily out of stock, we’ll e-mail you with a backorder notification, which tells when you can expect to receive the item. If we are permanently out of stock on an item that you've ordered, we will notify you via e-mail.

Shipping and Handling

All orders placed on sweetgrassfibers.com will ship USPS Priority Mail unless otherwise requested in the comment box on the 1st checkout page (just after entering payment information).

Returns and Exchanges

What is the Sweetgrass return and exchange policy?

We want you to love what you ordered. But if something isn't right, let us know. We gladly accept returns of unwashed, unworn or defective merchandise. We'll send you another color, a new size or an entirely different style. If you'd rather have a refund, we'll take care of that, too.

Can I return something that I bought at a retail store that sells Sweetgrass?

No. Merchandise purchased at a retail store cannot be returned to Sweetgrass directly. Please take the item back to the store where you purchased it and they will work out an exchange or refund with you depending on their policy. ONLY merchandise purchased directly from sweetgrassfibers.com, or at an occasion where we sell to the public, can be returned directly to us.

Instructions for Returns By Mail

For returns: Place the merchandise in a box with your original invoice with a brief description of why you are returning the item. Then send the box back to us via insured mail to the address below. All merchandise will be refunded for the price paid. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.

For exchanges: Write "exchange" on your original invoice, and list the item(s) you would like to receive. Then, include the invoice along with your merchandise in a box and ship it to the address below via insured mail. We'll send in-stock items to you right away. We will charge your credit card for the new merchandise and process your credit for returned merchandise as soon as we receive it.

Easy exchange: Return merchandise with the original invoice to the address below, and order your new merchandise at the same time by calling 1.877.391.8936 anytime. In-stock items will be shipped within approximately 24 hours at no charge for standard shipping and handling. We will bill your credit card for the new merchandise and process your credit for returned merchandise as soon as we receive it.

All returns and exchanges should be shipped via insured mail to:

ATTN: Returns
P.O. Box 1301
Ashland, OR 97520
For UPS: 280 E. Hersey. #18, Ashland, OR, 97520

What if I lost my invoice?

If you do not have your original invoice, you may return merchandise to Sweetgrass Natural Fibers. Please call us to discuss the matter at 877.391.8936.