FAQ

Is SaltWorks retail shipping really FREE?

SaltWorks offers free shipping on different occasions throughout the year. Free shipping may not always be available and is subject to change at any time. During free shipping promotions, the offer is valid on qualifying orders placed online and shipped via UPS Ground shipping anywhere in the contiguous United States. Free shipping is not available for orders shipping to Alaska, Hawaii, US territories and protectorates (such as Puerto Rico) and international destinations. Faster shipping services are not eligible and will be charged at normal shipping rates. If you have any questions about free shipping, please call us toll-free at (425) 885-7258 or email sales@seasalt.com.

What do I need to do to get free shipping?

When the promotion is available, free shipping is automatically calculated at checkout, as long as UPS Ground shipping is selected. There's no promotion code required. Please remember that free shipping is not available for expedited services, such as UPS Next Day Air.

What qualifies for free shipping?

Any retail orders placed on our site during a free shipping promotion. Free shipping is not available on orders with wholesale discounts applied. Weight restrictions may apply.

What does not qualify?

Orders with additional discounts applied may not qualify. Wholesale orders placed through our site do not qualify for free shipping. Weight and volume restrictions may also apply.

When do orders ship?

The number of production days depends on the size and complexity of your order, as well as the time of year. Smaller orders usually leave our warehouse within 2 business days. (Business days are Monday-Friday, excluding holidays.) Please allow for additional production time during the holiday season.

If your order is urgent, call our sales department at (425) 885-7258.

How long will it take for my order to arrive?

Most orders are packed and shipped from our facility in Woodinville, WA, within 2 business days. Standard transit time, as determined by UPS Ground service, is 2-8 business days for delivery once the order leaves SaltWorks. Transit times vary based on shipping method and carrier, and the final destination, as well as other factors outside of SaltWorks control. These include, but are not limited to, high shipping volumes, mechanical breakdowns, severe weather, or unforeseen delays.

Please see the transit map below for more detailed information about delivery to your specific location. All delivery times shown are estimates, as UPS does not guarantee delivery time on shipments that have not been sent via an expedited method. Please keep this in mind if timing is critical. The day your order is picked up from the SaltWorks facility does not count as a transit day. So, if an order is picked up on a Monday, then Tuesday would be considered the first day in transit. All transit days are business days (Monday-Friday, excluding holidays).

Please contact customer service at (425) 885-7258 or email shipping@seasalt.com with any questions.

If you are on a tight deadline and require expedited services, please give us a call so we can find the best solution for your order.

UPS Ground - Time in Transit Map

* These maps are a general representation of UPS transit times. These are only an estimate, not a guarantee of timing, and may vary due to limited services in rural areas, adverse weather, and other unforeseen circumstances.

* Small Packages: SaltWorks is not responsible for undeliverable packages. If UPS has attempted delivery 3 times according to their policies, and they are unable to deliver to the shipping address given, they automatically redirect the package back to the SaltWorks facility. The customer is then responsible for all shipping charges incurred during this process. Please contact SaltWorks customer service at (425) 885-7258 if you have any questions regarding our shipping or return policies prior to ordering.

* Freight: The customer or a representative is required to be present at time of delivery to sign for the shipment. The delivery location must be accessible and approved for accepting delivery by semi-truck. If for any reason the freight company is not able to complete delivery, the customer is responsible for all re-consignment, re-delivery, or return shipment fees. If you have any questions about your location or need assistance making necessary arrangements for delivery, please contact SaltWorks customer service at (425) 885-7258 prior to placing your order.

Which shipping carriers do you use?

UPS is SaltWorks preferred shipping carrier for small package deliveries and most of our freight shipments. We also utilize UPS SurePost. This service combines the consistency and reliability of the UPS Ground network with final delivery typically provided by the US Postal Service. This method is only available for orders weighing less than 9 pounds. UPS WorldShip determines if UPS or USPS completes the final mile of delivery for each shipment. SaltWorks cannot determine at the time an order is placed if it is eligible for SurePost delivery.

If you have a special shipping request or questions concerning carriers, please call us at (425) 885-7258 or send an email to shipping@seasalt.com.

Can SaltWorks ship collect on my account?

Yes, collect shipping is available on your UPS or preferred less-than-truckload (LTL) carrier account. Your collect account information can be entered during the online checkout process. If you have any questions, please contact customer service at (425) 885-7258.

Can I arrange my own shipping?

Small Packages: No, all small package shipments (generally under 400 lbs) will be arranged by SaltWorks and sent via UPS. If you live outside of the contiguous US (Hawaii, Alaska, Puerto Rico, Military base) please reach out to our customer support team at at wholesale@seasalt.com or 425-885-7258 for additional shipping options.

Freight: Yes, this is a shipping option called "Customer Arrange Carrier" (CAC) which is available during the checkout process. Once your order has been processed, you will receive an email notification with shipping instructions. We will request that a completed Bill of Lading (BOL) be provided to SaltWorks. We cannot release your order to your LTL carrier without the BOL.

If you have any questions, please contact SaltWorks customer service at (425) 885-7258. You can also email us at shipping@seasalt.com with questions about arranging your own freight shipment.

How are large orders shipped?

Large orders (generally over 400 lbs), too heavy to be shipped via UPS small package, are shipped by truck on a pallet using a common carrier. We will need to gather specific information as regards the delivery location before we can quote the freight shipping cost to you.

To request a freight quote during the online checkout process, please select the "Request a Freight Quote" option under Shipping Options. You may also contact a SaltWorks sales representative at (425) 885-7258 or email shipping@seasalt.com for a quote or additional information.

When will I know my order has been shipped?

Once your order has been picked up from the SaltWorks facility, we will email you a shipment confirmation to the email address that you provided during checkout.

How can I get my tracking number?

Tracking information will be included in the shipment confirmation email we send to you when your order has been picked up from SaltWorks. If for some reason you do not receive this email, you may check your order status and access tracking information by signing in to your online account. Please call us at (425) 885-7258 if you need help locating tracking information.

Do I need to sign for my delivery?

For UPS small package deliveries, SaltWorks does not require a signature upon delivery. Per UPS policy, it is up to a UPS driver's discretion whether or not they feel there is a safe place to leave the package. In the event the driver does not feel comfortable leaving a package unattended, UPS will leave a delivery notification on your front door with instructions to complete delivery.

If you are signed up for UPS MyChoice^™ , UPS will deliver your package based on the preferences you have set in your MyChoice account. In some areas, if you are not available to accept your package on the first delivery attempt, UPS may deliver your package to an access point. A UPS Access Point^™ is a UPS-affiliated retail location offering convenient package drop-off or delivery near your home or work. These locations are also available during weekends and evening hours, making it easy and convenient for you to pick up packages. In order to collect your package, you will need to present your government-issued photo ID, or a photo ID and a utility bill.

For freight shipments, you or a representative must be present to take delivery of your order and sign the Bill of Lading (BOL). Freight carriers will not unload and leave a shipment unattended. If the carrier cannot complete delivery, you are responsible for any fees incurred for re-consignment, re-delivery, or return of the shipment to SaltWorks. Please note that the delivery location must be easily accessed by a semi-truck. SaltWorks is not responsible for and will not refund freight orders that cannot be delivered.

If you have questions about accepting delivery of your order, please don't hesitate to contact us at (425) 885-7258 or shipping@seasalt.com.

My order says it delivered but it's not here.

For small package deliveries, UPS will do their best to leave your package in a secure location which is often not the most obvious location. If, after checking, you are still unable to locate a package, please call our customer service team toll-free at (425) 885-7258.

What do I do if I need to change/update the shipping address after placing an order?

Time is of the essence! Please contact us as soon as possible at (425) 885-7258 for assistance.

We will do everything in our power to accommodate you, however, once an order has been packed we are unable to make any changes or updates to the delivery address. We can assist you in attempting to make the changes needed with the carrier, but please note that, in the case of a change, there will be additional fees. Please contact customer service as soon as possible at (425) 885-7258.

Can I change the shipping method after placing an order?

No. Once a label has been created and an order is packed, we are unable to change the shipping method.

How are shipping charges calculated?

Shipping charges are based on the total weight and volume of your order, final delivery destination zip code, and the shipping method you select.

Why do you need my contact number and email address?

In the event that there is an issue with your order or delivery, we need accurate and current contact information on file so that either a SaltWorks representative or the shipping provider can contact you directly. We will send your order confirmation/receipt and shipment notification with tracking information to the email address provided. Your information will never be sold or shared with any third parties.

Do you ship internationally?

We can offer international shipping. Quotes will be provided on a case-by-case basis. Please email shipping@seasalt.com with your international shipping inquiries.

How about shipping to Canada?

Small Packages: Charges for shipping to Canada are based on the weight and volume of your package, the shipping method you choose, and your final destination. Transit charges will be calculated during the standard check out process.

Please note that customs, duties, taxes, and other import fees are not included in the shipping charge at checkout, and will be imposed and collected by UPS as a separate charge to you. You will be responsible for paying these fees directly to the billing party. Any orders not delivered because of a refusal to pay these fees will not receive a refund from SaltWorks. Questions about these fees should be directed to UPS at (800) PICK-UPS prior to ordering. Finalizing and submitting your order indicates you accept any and all duties and taxes. All orders are in U.S. dollars (USD).

Freight/LTL: You will be required to hire a brokerage firm to clear your freight shipment at the border. Your elected customs brokers' contact information must be provided to SaltWorks during checkout. Please note: All customs, duties, taxes and other import fees are not included in any charges from SaltWorks. These fees will be assessed by and must be paid to your brokerage firm.

How do I return a product?

If for some reason you would like to return an unopened product, please contact a customer service representative at (425) 885-7258 within 30 days of receiving your order. Items that have been opened or used are not eligible for a return.

Unapproved returns will not be accepted or refunded. An approved return will be issued a return merchandise authorization number (RMA). Please clearly label the outside of the return shipping box with the RMA number provided. Kindly note that your return will be subject to a 15% re-stocking fee, and you will be responsible for all shiprges to send the product back to our location.

Pre-approved returns can be sent to:

SaltWorks, Inc.
ATTN: Returns
16240 Woodinville Redmond Road NE
Woodinville, WA 98072

My product arrived damaged, what do I do?

Small Packages: Though we take great care in packing each order, damage does occasionally occur in shipping. Please email customersupport@seasalt.com to report any damage. Be sure to include your invoice number and any photos of the damage incurred. This will help us to expedite your claim.

Freight: Be sure to notate any damage on the Bill of Lading (BOL) at the time of delivery. Please contact SaltWorks customer service at (425) 885-7258 as soon as possible.

I received the wrong product.

If you received a product other than what was shown on your order confirmation, please contact us at (425) 885-7258 or send us an email at wholesale@seasalt.com, and we will be happy to assist you.

What happens if I refuse a shipment?

Shipments that are refused by the customer will be returned to SaltWorks by the carrier. SaltWorks will issue a refund for the amount paid for the items on the order, minus all shipping costs paid by SaltWorks and/or the customer. If the total shipping costs are greater than the amount paid for the product(s), you will not be eligible to receive a refund. Shipments returned to SaltWorks may also be subject to a 15% re-stocking fee.

If you have issues with your shipment, please contact SaltWorks at (425) 885-7258.

Which payment methods do you accept?

For orders placed online and over the phone where the billing and shipping addresses are in North America, we accept all major credit cards (American Express, Discover, MasterCard, and Visa). *See below for International order payment.

For online orders, we also accept PayPal. Wholesale customers with an existing pre-approved Net 30 Account may place orders online and over the phone on their SaltWorks account. If you wish to send a check or money order, please contact customer service at (425) 885-7258 to set up your order prior to sending payment.

Can I apply for a credit account?

Yes, we offer Net 30 terms to our wholesale customers based on credit approval. Please contact customer service to request a credit application and terms at (425) 885-7258 or email wholesale@seasalt.com. The application and approval process takes an average of 1-2 weeks, but any orders placed in the interim can be pre-paid via credit card or check.

Can I use an International Credit Card?

Our website is currently unable to accept credit cards that have a billing address outside of the US or Canada. Please contact customer service at (425) 885-7258 to place an order using an international credit card.

Can I use a prepaid gift card?

You can use a prepaid gift card for payment if it is issued by one of the major credit card companies (American Express, Discover, MasterCard, and Visa). You must follow the instructions to activate the card and assign a billing address so that card can be processed like a regular debit or credit card.