Frequently Asked Questions
We know you might have a few questions before you order from SOUTHWELLGENERAL. That is totally normal, and we are happy to help. Here are the answers to the things we get asked about most. If you do not see what you are looking for, just send us an email at [email protected] and we will get right back to you.
How long does shipping take?
We know waiting for a package is no fun. We pack every order with care and get it out the door within 1-2 business days. Once it is with the carrier, standard delivery usually takes between 5 and 10 business days, depending on where you are located. You will receive a confirmation email the moment your order leaves our facility, so you always know where things stand.
What is your return policy?
Your happiness with our products really matters to us. If something is not quite right, you can return most items within 30 days of receiving them. The item just needs to be unused and in its original packaging. We will process your refund once the return arrives at our warehouse. For any questions about a specific item, just email us and we will walk you through it.
What payment methods do you accept?
We keep things simple and secure. We accept all major credit cards, including Visa, Mastercard, and American Express. We also take PayPal for those who prefer an extra layer of protection. Every transaction is encrypted, so your financial details stay private and safe.
How do I track my order?
Once your order ships, we send you a tracking number straight to your email inbox. You can click that link anytime to see exactly where your package is on its journey. If the tracking link ever gives you trouble, just email us at [email protected] and we will look into it for you right away.
How do you ensure product quality?
We take quality seriously because we use these products ourselves. Before anything goes on our shelves, we test it to make sure it holds up to everyday use. We also listen closely to what our customers tell us. If something does not meet our standards, we fix it or we stop carrying it. Plain and simple.
How is my personal information handled?
Your privacy is not something we take lightly. We only collect the information we need to process your order and improve your experience. We never sell your data to third parties. Our systems follow GDPR and CCPA guidelines, and you can request to see or delete your personal information at any time by emailing us.
Can I change or cancel my order?
If you need to make a change, let us know fast. As long as your order has not shipped yet, we can usually update it or cancel it without any trouble. Send us an email with your order number and we will do our best to sort it out before the package leaves our dock.
Do you offer customer support on weekends?
We do our best to answer every email within 24 hours, Monday through Friday. If you write to us over the weekend, we will get back to you first thing Monday morning. Our email is [email protected], and we genuinely look forward to hearing from you.