FAQs

Frequently Questions & Answers

Products

1) How does your guarantee work?

We put a great deal of attention in delivering our product to you. We ship to order and ship ground.  For larger shipment we may need to ship on pallet, shrink wrapped and will provide you that information.

However, in the unlikely event that you are not completely satisfied, let us know. We'll make it right!

2) Do you sell Wholesale?

To qualify for wholesale information If you currently re-sell or plan to re-sell sanitizer please email customer service@sanitize-u.com your request along with a copy of your re-sale license. Please include your business name, address, telephone number, website, contact name, and contact information.

3) Do you customize your products?

Custom branding options are available through our Customer Service Department (customerservice@sanitize-u.com) on a number of our products. Additional fees and minimums apply. 

Shipping

1) How will my Sanitizer be shipped?

We ship all of our products via UPS. We offer a standard ground service and  larger quantities can be shipped via truck. We suggest picking a delivery location where you know somebody will be available, for example, his/her workplace.

2) Can I edit my order?

In order to allow us to prepare your order for shipment we are unable to change orders within 24 hours of scheduled shipment. If you wish to make a modification to an order, our Sanitize-U  Customer Service team can assist with any modifications needed to existing orders prior to that time. You can reach our staff at 833-929-2289. Edit order requests must be made over the phone and cannot be done via email.

3) Is shipping ever delayed?

Though UPS is an extremely reliable shipping agent, there are times when they are unable to provide on-time delivery, such as during extreme weather situations, national emergencies, etc. We ask for your patience during these delays and promise to get your product to its destination as soon as possible.

4) My Tracking number is not working.

Your UPS tracking number is generated at the time your product is made. It is possible that the UPS Hub has not yet scanned your package. Please give 24 hours before looking up the number.

5) How soon can my order be delivered?

We typically ship packages within two (2) business days.

6) Can I have my order delivered to a PO box?

Unfortunately, UPS does not deliver to PO Boxes so we cannot send our products to PO Boxes. 

Orders

1) What steps do you take to secure online orders?

Our ecommerce platform uses the latest 256-bit encryption to handle all payments and encrypts your credit card number when transmitted.

2) What forms of payment do you accept?

We accept American Express, Discover Card, MasterCard, Visa and PayPal.

3) When will my credit card be charged?

Your credit card will be charged the day your order ships. If your order has multiple items your credit card will be charged for the entire order on the first shipment day.

4) How do I cancel an order?

Call customer service, 833-929-2286 between the hours of 8:30 am - 5:00 pm CST Monday through Friday, 48 hours prior to your ship date.

5) Will you send an order confirmation email?

Yes, we will send a confirmation email to the email address you provided when placing your order; it will include the same information as the order confirmation page. We will also send you an email when the order ships, with your tracking number, so you'll know it's on its way.

6) How can I find out the status of an order placed online?

If you have created an online account, you can sign in to your account to check your status. If you have not created an online account, call  833-929-2286 to talk to someone on our Customer Service team, who can check the status for you.

7) How can I change or cancel an order?

If you need to make a change to an order, including cancelling an order, please contact our Customer Service team at 833-929-2286 Please note changes to an order must be received 24 hours prior to the shipment date and cannot be made via email.

7) May I use a credit card company issued gift card?

Gift Cards from major credit card companies are treated like credit cards. Our system only allows one credit card per transaction. You may use credit card authorized gift cards providing the balance available will cover the entire value of your order.