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FAQ's


FAQs (Frequently Asked Questions) - Answers to most commonly asked questions.

WHERE'S MY ORDER?
After your order is approved and shipped, you will receive a shipping confirmation email containing the tracking number. All of our shipping methods provide a tracking number.
If you haven’t received an email with the tracking number within two business days of placing the order, check your junk mail folder. Contact us if you cannot find the email and we can inform you of your order’s status. 

If you are registered with Siraj.co, you can also track your order through “My Siraj" account link at the bottom of our website.

HOW FAST DO YOU PROCESS ORDERS?
Most orders are processed within 1-2 business days. Delivery time depends on your location and the shipping service you have chosen. Orders with expedited shipping services (FedEx Standard Overnight, FedEx Priority Overnight, FedEx 2Day and USPS Express) are processed and shipped in the same day if we get them before 12 noon eastern time. (FedEx and USPS International services are NOT expedited services. Holidays and weekends are excluded).  Processing time does not affect delivery time. Delivery time depends on your location and the shipping method chosen.
DO YOU OFFER GIFT WRAPPING SERVICE?
Unfortunately, we don't offer this service anymore. However, we would like you to know that the packing slip included in shipments does not list item prices or the total order amount. Invoices are only sent by email to the person who placed the order.
 DO I HAVE TO SET UP AN ACCOUNT TO PLACE MY ORDER?
              No—you do not need an account with Siraj in order to shop with us.
However, registering for an account with us is easy and provides you with the following benefits:

                            *Quick and easy checkout
                            *Personalized profile including payment options and address book
                            *Wish list
                            *Email updates: hear about product launches and exclusive events
                            *Calendar of events and ideas

To create your account, simply click here

WHAT IS YOUR RETURN POLICY?

Must get approval before sending back any return. Not all items are returnable such as opened electronics, personal hygiene products, cosmetics, etc. Within 30 days of receipt. Items must be in the original condition and/or packaging. Shipping charges will only be refunded if the return is a result of our error. Please note that the cost of items returned without our approval and those not covered by our return policy will not be refunded.

HOW SAFE IS IT TO SHOP ONLINE?

Siraj.co's website employs SSL and CISP security protocols (most state-of-the-art Net secure transmission safeguards), which capably handle our private communications. Insha'Allah, your credit card details will be safely transmitted and will not be viewed by any third party.

WHAT IF I DON'T WANT TO PAY WITH CREDIT CARD?

We understand many people do not like credit cards, for obvious reasons. We also provide ApplePay, Android Pay, and PayPal. Simply choose this method and submit your order. You will get a reply email confirming your order. Upon receipt of payment, your order will be dispatched to you.

DO YOU COLLECT SALES TAX?

We do not collect or report sales tax on any order shipped outside of New Jersey.

HOW IS SHIPPING CALCULATED?
Shipping costs are calculated based on the carrier you choose to ship with (FedEx, UPS, DHL or USPS), according to the shipping method, order weight, and shipping address.
WHAT IF AN ITEM IS OUT OF STOCK?

For out of stock items that we do not have sufficient inventory of you can use the “Email Me When Available” feature (which will appear under the “Add to Cart” button on the item’s page), and we will inform you as soon as these items become available. The email you receive when an item is back in stock in no way obligates you to buy it.

CAN I CANCEL MY ORDER?
  1. You may cancel an order that has not yet shipped. There is no fee for such a cancellation.
  2. If the order has been shipped, but you still haven’t received it: refuse the shipment and inform Siraj Store. You will be refunded the cost of your order minus the original and return shipping charge.

DO YOU SHIP INTERNATIONAL?

Yes! We ship nearly to every country. To calculate your shipping & handling charges, add item(s) to your shopping cart (as normal), and when you check-out, indicate in the Ship To: section your country's information. You will be given the shipping & handling charges before confirming your order. DHL, FedEx, UPS,& USPS will not charge you the customs, duties and any other fees until the package gets to your destination. If your country is not listed, please email us.

Please note: Siraj.co cannot be held responsible for any import fees, customs fees, import taxes, or other types of charges which a recipient may incur, who is receiving products outside of the United States. This may be either through a private courier service or through your local postal system.

ARE THERE ADDITIONAL COSTS THAT WILL BE DUE UPON RECEIPT OF MY ORDER?

DHL, FedEx, UPS & USPS, you will only be charged for shipping. We take care of all the shipping documents needed to ship your order but as the customer you will be required to pay customs, duties and/or taxes if there is any. The order total (merchandise landed cost) cannot be guaranteed at checkout. If the due charges are not paid upon delivery, the merchandise will be returned back to Siraj and the customer will not be refunded any of the shipping charges.
If you have any concerns and/or questions, please contact us and we will gladly assist you in getting any information you need regarding your international shipment/order. 
DO YOU OFFER WHOLESALE PRICES?

Due to the high demand for our products and the manufacturing/logistics of getting them to the USA, we often limit who we setup with a wholesale account. Please contact us to see if we can do business together, Inshallah.

HOW COMPETITIVE ARE YOUR PRICES?
For items published/produced in the US, we never exceed the publisher’s list price. If you notice a difference between our price and the vendor’s list price, please contact us. Items imported from outside the US are very competitively priced. Some imported items may be priced higher than in their original markets to cover shipping, customs, and other costs.

WHAT IS YOUR RESPONSE TO COVID-19?

While our store continues to operate and ship orders during the Covid-19 Pandemic, we want our customers to be aware of some things when placing orders from us. 

- We continue to ship orders daily, Monday through Saturday. Most orders will ship within 1 business day unless there are issues with the order.

- We are seeing some delays and extended shipping timeframes for some packages, both within the USA and abroad. Therefore, please be aware that the shipping estimates are estimates only, which are based on standard delivery timeframes under normal conditions; your package might take longer than that, which is not within our control. 

- We cannot guarantee delivery dates for ANY orders, including but not limited to Express, 2 Day, Overnight, or DHL Express. We will not refund shipping charges due to carrier shipping delays.

- Some shipping services have been suspended to certain countries, and the list of which countries are affected changes daily. Please see notice from carriers on their websites provided here:

USPS International Service Disruptions

USPS Domestic Service Disruptions

FedEx Service Disruptions

UPS Service Disruptions

DHL Service Disruptions

If we find out that we cannot ship to your country using the chosen shipping method, we will notify you with alternate options. In some cases, a shipment might be returned to us if a shipping service is cancelled AFTER we ship your order. In that case, your order would be refunded once we receive it back from the carrier. 

- Shipping carriers are offering limited email/phone support during the pandemic, and we are seeing delays in responses for our requests for support with package issues. We ask that you be patient with any possible delays or issues with your order, and understand that we will do all within our power to assist you.


-- LOCAL CUSTOMERS: We have temporarily reduced our store hours to the public due to local county orders. Instead of shopping in store, please consider shopping online, then arranging for in-store pickup. Once your order is ready, you can come pick it up from our store.  Contact us for more info. 

IS IT SAFE TO HANDLE A PACKAGE DURING THE COVID-19 PANDEMIC?

We completely understand your concern. According to WHO, the likelihood of of someone being contaminated from commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, traveled, and exposed to different conditions and temperatures is also low.

WHAT PRECAUTIONS IS SIRAJ STORE TAKING DURING THE COVID-19 PANDEMIC?

To promote the World Health Organization’s guidance on social distancing and do our part to help prevent the spread of COVID-19 across our communities, effective immediately we have temporarily implemented no-contact pickups and deliveries.

We are also reinforcing good hygiene practices and keeping the workplace clean. Our ongoing efforts include:

    • Providing sanitizer and disinfectants to team members 
    • Disinfecting facilities more frequently 
    • Supplying masks to team members, for use at their discretion and in accordance with local regulations
    • Disinfecting the items/packages we ship out
Find facts and the latest information on the COVID-19 at the CDC website or WHO website.

    I STILL HAVE QUESTIONS?

    If you still have a question, email our Customer Service at info@siraj.co. We would be happy to hear from you.


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