FREQUENTLY ASKED QUESTIONS
How can I contact customer service?
Email us any time at orders@Shearadiance.com and we'll get back to you within 24 hours. You can also call us 5 days a week (M-F) between 10am - 4pm ET at 443.812.0762 (standard telephone rates apply).
Will Shea Butter Melt In Hot Weather?
Shea Radiance Whipped Shea Butter and Raw Shea Butter products will melt in temperatures of 89°F or higher. During the warm months (May through September), it is possible that products will melt or soften while in transit. During periods of sustained temperatures of over 90°F, we hold off shipping until there is a break in the weather, which may cause your shipment to be delayed.
Shea butter is a West African product and summer heat and sun will not impact its efficacy or quality. If melting does occur, leave product at room temperature or put in the fridge to solidify. Whipped butters may lose their mousse-like texture but will deliver skin moisturizing benefits as promised.
If you are ordering during the summer or live in a hot location, please order at your own risk! To avoid disappointment, we recommend reaching out to us with any concerns you have about melting before you place your order.
Here are our tips for making sure your product survives in warmer weather:
- Ship your package to an address where somebody will be available to accept the delivery (e.g., office address)
- Bring your package inside as soon as you receive your delivery confirmation e-mail
- Don’t let your package sit in direct sunlight on a porch or in a mailbox (both can turn into an oven in the summer sun!)
Shipping & Accounts
When does my order ship?
We aim to ship your products at the best consistency possible. Orders placed M-TH by 3pm EST will be processed & shipped the same day. Orders placed on Friday will be shipped on Monday to prevent your package from melting.
How long will it take for my order to arrive?
Shipping takes about 3-5 business days, and you can always track your shipment by visiting your Shea Radiance account, or using the Shipping Confirmation email that we send you as soon as your order ships. We partner with USPS and other major parcel carriers to get your products to you as quickly as possible.
While we work hard to ensure that everyone gets their order in a reasonable amount of time, friends in Alaska, Hawaii and U.S. Territories may receive shipments in 4 weeks.
Can't login or forgot your password?
First, since you've already created an account with us, be sure to click the link that says Already have an account? Sign In then click on the "Forgot Password?" link below.
Once you've clicked "Forgot Password?" simply type in your email address and hit submit, and we'll send a password reset email to your inbox. Please use the email address where you've been receiving Shea Radiance order confirmations.
It should only take a couple of minutes for the password reset email to arrive in your inbox. No need to do the "Forgot password?" process more than once, or you'll receive multiple emails. If this happens, just use the most recent email we've sent, otherwise you won't be able to successfully reset your password. Once you receive a password reset email you'll have 24 hours before it expires to open it up, click on the link inside, and create a new password.
Where do you ship?
We ship to the United States. We also ship to US Military APO, FPO & DPO addresses, Puerto Rico, Guam, and the US Virgin Islands. Shipping to the latter areas, as well as Hawaii and Alaska, tends to take a bit longer.
We’re unable to offer expedited shipping to APO, FPO, and DPO addresses. We hope to ship to more countries soon!
Do you offer free shipping?
We offer free shipping on any order over $50.00. Stay tuned to our social media for additional free shipping promotions.
How fast is free shipping?
Free Shipping is applied to Ground Shipments. Orders shipping to the East Coast United States take approximately 3-5 business days and shipments to the West Coast United States takes approximately 4-5 business days.
Products & Ingredients
Where are your products made?
Our African Black Soaps along with the Shea butter used in all of our other products are sourced from women run co-ops in Ghana and Nigeria (West Africa). Our Body Care and Hair care products are then formulated in Maryland using the Shea butter sourced from West Africa. It gives us great pride to create our products and we're glad to have an authentic supply chain to help us.
Do I have to use both your shampoo and one of your conditioners?
We recommend that you use what is best for your hair texture and hair care routine. Our shampoo, conditioner, hair milk, hair butter, conditioning hair mask, and hair repair cream were made to work great together or separately.
What's the best way to use your body creams and Shea butter products?
The best way to use our Body Care and Shea butter products is by applying them to damp skin to deeply moisturize dry skin and seal-in 24hr hydration.
Can I use any of your body cream and Shea butter products on my face?
Our products are primarily created to deeply moisturize your body and hair. Due to the natural nut ingredients found in most of our products we recommend that you read the ingredient label to determine whether or not you’d like to use our Body Care or Shea butter products for your face. If you’re still unsure please test it first by applying our products to your inner elbow. For extra assurance we recommend consulting your physician or an Esthetician.
What if I have an allergic reaction to your products?
Please discontinue use immediately and contact your physician.
Do you test any of your products on animals?
We DO NOT test our products on animals, and that will never change.
Do you use non-toxic ingredients?
There are no parabens or sulfates in our formulas. We care deeply about the quality of our products by maintaining their natural state.
How do I check if a product has a certain ingredient?
Please visit the product page and check the ingredients list underneath “Description.”
Are your products gluten-free and/or vegan?
All of our products are both gluten-free and vegan. If you need a full ingredient list, please refer to the description section underneath each product.
Why is the consistency of the recent product I received different from the consistency of the product I previously received?
We use natural and organic ingredients with no harmful preservatives. Due to the natural ingredients in our products, the consistency and scent may differ from time to time. If you are completely unhappy with the product you received, please contact us and we’ll be happy to replace it for you.
Payment, Returns & Exchanges
What forms of payment do you accept?
We accept PayPal, Visa, MasterCard, American Express, and Discover. However, we do not accept prepaid cards, or money orders at this time.
What is your return policy?
We love the products we make, and we think you will too! If, after 5-8 uses, you find that you're unhappy for any reason, just let us know so that we can help you return your products within 30 days of receipt for a full refund. Keep in mind, it does take some time to adjust to a new body care and hair care regimen.
How do I return a purchase I made in-store?
We do not provide returns or exchanges for retail store purchases (Whole Foods, Roots Market etc.) Please contact the store directly for those inquiries.
Retail & Brand Inquiries
Can I purchase Shea Radiance’s products at retail locations?
Yes! Our products are available in most Whole Food stores. We recommend contacting your local Whole Foods to see if they carry our products. For additional stores please refer to our Store Locator.
NOTE: Our retail partners do not always carry our full product line. The full product line is only available on our website.
I have a question or suggestion for Shea Radiance. How do I get in touch?
We'd love to hear your ideas! Send us a note at info@SheaRadiance.com.
I have a media or partnership opportunity. Who should I contact?
Please email our team at press@SheaRadiance.com for consideration. If we feel your opportunity would be a good fit, then we’ll send you an email to discuss further. Please allow at least a week response time. For time sensitive inquiries please use “Urgent” in the subject line.