Contact Us

Give us a call: 1-833-878-7232
Mon - Fri, 9am - 9pm PT

Frequently Asked Questions

Q1: How can I check on my order after it has been placed?

If you would like to check the status of your order, make sure you sign in to your account under Login or My Account. From here you can view your order status, view past orders, make changes to your account information, change your password, and store alternate addresses (for shipping to friends and family!).

Q2: How can i track my order?

Upon checkout, an email will be sent to you to confirm your order. Once your order has shipped, you will receive an additional email with a tracking number.
To track the status of your shipment, click on the tracking number directly from your email or by logging into your account and selecting “Order History”. From there, you can also see if your order is awaiting fulfillment or has shipped. 

Q3: How do i cancel or change my order after it is placed?

If you wish to request a change or cancellation, please contact our Customer Service team at 1-833-878-7232 or, and we will do our best to accommodate your request. Unfortunately, we cannot change or cancel an order once it has been processed.

Q4: Is secure?

Yes, of course! We know security is important to you so we protect every single purchase using Secure Socket Layer (SSL) encryption technology. If the online store accepts credit cards, rest assured that both your credit card information and personal information are protected. You can be assured that your purchases are safe and secure.

Q5: What forms of payment can i use?

We accept Visa, MasterCard, American Express, and Discover. We also accept Apple Pay, PayPal and Klarna.

Q6: Will you charge sales tax on my order?

The amount of tax displayed during the checkout process is an estimate and may change between the time you place an order and the time that it ships. The actual amount of tax will be calculated based on the applicable state and local taxes at the time of shipment .

Q7: What is Klarna?

Klarna makes shopping with us more convenient and flexible, giving you the option to pay later or break down your payments into 4 easy installments.

Q8: How do I pay with Klarna?

Add your Ustrada favourites to your cart and head to the checkout. Select Klarna as your payment method to pay in 4 installments. All you need is a US bank account, to be over 18 years old, and have a US residential address. No interest or fees. To check your eligibility, Klarna will perform a soft search with a credit reference agency. This will not affect your credit score.

Q9: How does Klarna work?

Once your order is confirmed, you will receive an email from Klarna with payment instructions to let you know when and how you will need to pay. We’ll send your order to you as normal. You will have 30 days to complete the payment online, at your convenience and at no extra cost. You can pay via debit card or bank transfer. You'll receive a reminder two days before your payment is due, and you'll also receive email reminders. If you do not pay for your order on time, you may no longer be able to access Klarna’s payment options for future purchases. If a payment is late, Klarna will contact you over a period of several months to try and arrange repayment of the outstanding balance. If after a period of several months you have not repaid, Klarna may use a debt collection agency to recover the outstanding balance which may affect your credit rating. 

Q1: How do promotional codes work?

Promo codes can be entered in upon checkout and are available for online orders only. Please note that our website only supports the ability to use one promotional code. At this time offers cannot be combined with any other.

Q1: What are the terms and conditions for digital gift cards?

Ustrada digital gift cards are only valid for purchases made on If the amount of your digital gift card does NOT cover the total order amount, you will need to pay the remainder of the purchase with a valid credit card. If the amount of your digital gift card is MORE than the total order amount, the balance will remain on your card until another purchase is made. Digital gift cards are non-transferable, non-refundable and are not redeemable for cash. We cannot replace lost or stolen digital gift cards.

Q1: My order is a gift. Can I get it gift wrapped??

Unfortunately, we currently do not offer gift wrapping. If or when we do, we will be sure to let you know!

Q2: Can you send me some samples??

Spend $100 + -> Choose 1 free gift

Q1: What is your return/exchange policy?

To return/exchange an purchase within 30 days of purchase, please contact our customer service department at Returns are only accepted for products that are in new, unopened condition. Upon customer service approval, we will provide you with shipping instructions for your return or exchange package. Refunds and exchanges are subject to company approval.

Q2: Why was my return denied?

Please note that we reserve the right to refuse or limit refunds if we determine that our refund policy is being abused.

Q3: When will I receive my refund on a return??

From the day we receive your returned package, please allow up to 14-20 business days for us to process your return. You will receive your refund in the original form of payment.

If after 14-20 business days you have not received your refund, please contact us at

Q1: When will my order ship? orders are shipped on business days (Monday - Friday).Pending order verification, all orders placed with standard shipping will ship within 2-3 business days from the day your order is placed. You will receive a shipping confirmation email with a tracking number once your order has shipped.

Q2: How much will it cost to ship my order?

We offer FREE Standard 1-3 Day Shipping on all U.S
Standard 1-3 Day Shipping (orders over $50) FREE
Standard 1-3 Day Shipping (orders under $50) $6.50
Guaranteed 2 Business Day $10.95
Shipping Guaranteed 1 Business Day Shipping $16.95

Q3:  I haven’t received my order, my order is missing items or damaged, or my shipment is late?What's next?

Please contact our Customer Service team at 1-833-878-7232 or Within 15 days of receiving your package and we will do our best to help resolve any issue.

If damage occurred to the product in your shipment, please keep the box, the packing materials and the product(s) inside and contact us immediately.

Q4:  Will there be shipping delays during the holidays?

Shipments may experience brief delays during high volume periods, national holidays or inclement weather. Most orders are delivered within 5 - 7 business days from order date. Please expect a delay in customer service responses and with shipping on any orders made during that time.

Q5:   Can I return or exchange my purchase if I don't like it?

Yes.If you are not completely satisfied with a Ustrada purchase or gift for any reason, Ustrada welcomes you to return new or gently used products for a full refund to your original method of payment if returned within 30 days of purchase, in most cases. Returns that are made from 31-60 days after purchase are eligible for online credit (if returned to us by mail) or store credit (if returned in-store). In order to complete the return, you must have a proof of purchase.

Q6:   Once I place my order, can I change the delivery address?

If you have made an error entering your shipping address or need to make a change, please contact our Customer Service team at 1-833-878-7232 or,  and we will do our best to accommodate your request.

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