FAQs to common concerns some of our customers have, if you have other questions, please email help@stepintosprig.com.
Products
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What is the shelf life of your products?
We recommend using our products within two years from opening.
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Is Sprig packaging and bottles recyclable?
Yes, the mist bottles are made from PET and are recyclable. They are also made from 96% recycled resin, meaning no virgin resin is used.
Orders
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How will I know my order has been received?
We will send a confirmation email to the email address provided once your order has been received.
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How do I check the status of my order once it's placed?
If you created an account, log in, then to go to the "Orders" section (located under "My Account"). You will see all your Sprig.com orders along with their status and FedEx tracking numbers. We will also send you status update emails as your order progresses.
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What if the item I want is out of stock?
If the item you're looking for is out of stock, keep checking back. We're always updating and restocking our site.
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I have a tracking number but my order shows no movement. When will I get it?
Don't be worried if your tracking number says that it has no information yet: it can take at least 48 hours to activate on the carrier's end. Due to a high volume of orders, shipping carriers may take even longer to activate the tracking information and unfortunately we have no control over this part of the process.
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How do I change or cancel my order?
We do not normally accept order cancellations or changes once an order has been processed.
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Can I change my address after my order has been placed?
Reach out to our customer service team immediately. We'll make every effort to change the address information as long as your order has not yet been processed or shipped.
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Can I change my payment method or email address after the order is placed?
Unfortunately no. Once you have checked out, we're not able to change the payment method or email address attached to the order. If you have questions regarding your order please contact our customer service team and they'll be happy to provide you with your order information.
Returns
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What is your policy for returns & exhanges?
Items must 1. Be returned within 45 days of the Sprig shipped date 2. Be in new and saleable condition 3. Have prior authorization from Sprig. Items returned without authorization will be disposed of without credit being issued. How to request return authorization: Submit a return request by clicking the "Return Items?" link listed on the order in your order history. Our customer service team will review the request and reply to the email associated with the order with the return label and further instructions.
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How do I make a return?
Sprig wants you to be happy with your purchase. If you wish to return a product, please initiate the return by filling out the form under "Order History" to obtain a return authorization and receive further instructions.
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Shipping
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Where does Sprig product ship to?
We ship anywhere within the contiguous United States, Alaska and Hawaii. Shipments to Alaska and Hawaii have shipping restrictions. Currently, no shipments can be made to international addresses.
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Do you ship to international locations?
Currently, no shipments can be made to international addresses. There are plans to expand globally, so stay tuned!
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How do you ship?
Front-door parcel delivery by Fed Ex to your shipping address. Find more details on our shipping policy by visiting https://stepintosprig.com/shipping-returns/
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How can I track my shipment?
When your order is shipped from our warehouse, we will send you an email to confirm your shipment - this email will include a tracking number and link to enable you to track your package.
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What happens if my package gets lost?
Please email us at help@stepintosprig.com. If your package is lost in transit, we will do everything we possibly can to assist you. However, we are not responsible for packages once proof of delivery is generated.
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What do I do if the package doesn't arrive?
Online orders do not require a signature. If you have reason to believe your package has been lost or stolen, please reach out to our customer service team at help@stepintosprig.com and they will happily assist.
Payment
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What forms of payment do you accept?
We accept Visa, Mastercard and American Express. Discover to be available soon.
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When will I be charged?
We charge your card after your order is shipped.
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Why do I get an error message after I place an order?
If an error message appeared after you click “Place Order,” then there may be an issue with the billing and/or shipping information entered. Double check that the billing information you entered during checkout is an exact match to the information your credit card provider has on file. This information includes cardholder’s name as it appears on card, billing address, credit card number, expiration date, and CSV code. If your billing address is different from the shipping address, make sure you’ve entered these correctly.
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How do I use a promo code on stepintosprig.com?
If you have a valid code, you can enter it at checkout to redeem.
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Why isn't my promo code working?
Please make sure that the promo code is entered correctly with no typos and that it has not expired. If the code was entered correctly and is still valid but didn’t apply to your order, items in your bag may be excluded from the offer. Please also note that promo codes may not be combined.
Contact
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Contact
For orders and general questions, please contact help@stepintosprig.com
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Press Inquiries
For press inquiries, please contact press@stepintosprig.com
Website
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Who do I contact if I'm having technical difficulties with the website?
If you are having difficulty placing an order online, or experiencing other problems with the website, contact our customer service team.
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I've forgotten my password and can't login to my account- what do I do?
If you have forgotten your password, select "Forgot your password?" in the sign in window. Be sure to enter the email address you used to set up your account.