Frequently Asked Questions
Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
Last updated: July 2026
1. General questions
What forms of payment do you accept?
We want you to be completely satisfied with your purchase experience, so we accept ShopPay, Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and PayPal.
How do I track my order?
It depends on what you ordered:
- Digital products: no tracking is required! They’re available for download immediately after your purchase, from your order page or the email you receive.
- Physical products: once your order ships, you’ll receive an email with your tracking number so you can follow your package until it’s delivered.
How long will it take to receive my physical order?
We pride ourselves on delivering your order as quickly as possible! Standard shipping within the United States, Canada, Australia and New Zealand takes 6–12 business days, unless otherwise noted.
Delivery times to other countries vary depending on the destination and customs clearance.
Occasionally, shipping times may fluctuate due to supply and demand. Fast priority shipping is usually available at checkout, depending on your location.
In the rare event that your order takes longer than 21 days to arrive, please contact us at support@sanrico.com and one of our customer support team members will assist you.
What if my tracking says my order was delivered but I haven’t received my package?
We successfully deliver over 99.3% of our orders in 2026! In rare cases, a package may be lost or stolen. Please contact us as soon as possible at support@sanrico.com with your order number, and one of our customer support team members will assist you.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
How can I contact you?
If you have any questions or comments, please contact us at support@sanrico.com. We'll be happy to help!
2. Digital product questions
How can I access my digital product order?
Once your payment is processed at checkout you’ll receive a confirmation email as well as an additional digital download email. The digital download email will contain a link you can use to download the digital product you’ve ordered.
Is there a limit to the number of times I can download the digital product?
No, currently there is no limit to the number of times you can download the digital product using the link provided. Please keep in mind distribution or resale of digital products violates our terms and conditions and can lead to legal action.
What should I do if I didn’t receive a confirmation email and/or digital download email?
First, please allow five minutes for the email to arrive and check your email spam box for the emails. If you still can’t find them, please contact support@sanrico.com and confirm the name and email that should be associated with the order.
I’m having trouble downloading or opening my digital product
Typically, issues accessing files can be caused by the following reasons:
- If nothing happens when you click the download link, it’s possible that there’s an issue with your web browser. Please disable any non-standard add-ons or toolbars that you’ve installed and try again.
- If your computer states that the file has been corrupted, delete the file and try downloading it again.
If you continue to have trouble, please contact support@sanrico.com for assistance.
3. Payment Questions
What payment methods do you accept?
We accept ShopPay, Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and PayPal.
Is my payment information secure?
Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.
4. Warranty
Can I exchange or return a physical product for a refund?
Yes, we want you to be SATISFIED! That’s why we created the SANRICO Promise.
If your product arrives damaged, defective or different from what you ordered, email us at support@sanrico.com within 30 days of delivery. Include your order number and a photo or video of the issue.
Please contact us before sending anything back. We’ll tell you whether a return is needed and give you instructions. Once your claim is approved, we’ll process the exchange or refund, and the choice is yours!
See our Refund Policy for full details.
Can I cancel or get a refund for my digital product order?
Digital product orders cannot be canceled or refunded once payment has been processed, except in the cases listed in our Refund Policy (non-delivery or download issues).
For customers located in the UK/EU, digital product orders cannot be canceled or refunded once the download has begun.
Please see our Refund Policy and Terms of Service for more information.
5. Contact Questions
How can I contact customer service?
You can reach our customer service team by emailing support@sanrico.com.
What are your business hours?
Our business hours are Monday through Friday from 9:00am to 5:00pm EST.