FAQs

Frequently Asked Questions

Welcome to the Strigilis Help Center. Below you will find answers to common questions about ordering, payment, shipping, product use, returns, and customer support.

For personalized assistance, contact support@strigilis.com and include your order number and the email address used during checkout.

Ordering and Payment

How do I apply a promotional code?

Enter your promotional code in the designated discount-code field during checkout. Make sure the discount appears in your order total before completing payment.

Unless the promotion states otherwise, promotional codes:

Must be entered before payment is completed.
Cannot be applied retroactively to a completed order.
Cannot be exchanged for cash.
May be subject to expiration dates, product restrictions, or minimum-purchase requirements.
May not be combined with another offer unless expressly permitted.

What payment methods do you accept?

The payment methods currently available for your location will be displayed during checkout. These may include eligible credit cards, debit cards, or digital payment options supported by our payment processor.

For security reasons, please do not send complete payment-card information by email or telephone.

Why is my payment still pending?

A pending charge may be a temporary authorization placed by your bank or payment provider. Processing times vary by financial institution.

If your order was not completed but the authorization remains visible, contact your bank first. You may also email us with your order information for assistance.

Will I receive an order confirmation?

Yes. After an order is successfully submitted, an order confirmation will be sent to the email address used during checkout.

If you do not receive it:

Check your spam, junk, or promotions folder.
Confirm that the email address entered during checkout is correct.
Contact support@strigilis.com with your name and checkout email address.

Shipping and Delivery

How much does shipping cost?

Strigilis offers a standard flat-rate shipping charge of $5.99 USD per order to destinations available during checkout.

Any applicable taxes, customs duties, or local import fees are separate unless the checkout page expressly states that they are included.

Where does Strigilis ship?

We ship to the countries and regions available for selection during checkout. Shipping availability may depend on the destination, product type, carrier restrictions, and applicable transportation rules.

Some household cleaning products may be restricted from air transportation or delivery to certain locations.

How long does order processing take?

Orders normally require approximately 3 business days for payment verification, preparation, and packaging.

Orders placed on weekends or public holidays normally begin processing on the next business day.

How long will delivery take?

After dispatch, standard delivery generally takes approximately 10–20 business days.

Processing time and delivery time are separate. Delivery estimates are not guaranteed and may be affected by customs processing, severe weather, carrier delays, holidays, remote locations, or transportation disruptions.

How can I track my order?

After your order has been dispatched, we will send a shipping confirmation email containing the available tracking number or tracking link.

Please allow approximately 24–72 hours for the carrier’s first tracking update to appear.

Why has my tracking information stopped updating?

Tracking may temporarily pause while a package moves between sorting facilities, carriers, or countries.

If tracking has not updated for more than 7 consecutive calendar days, email support@strigilis.com with your order number so we can review the shipment and contact the carrier when appropriate.

Why did I receive only part of my order?

Products from the same order may be shipped in separate packages due to product availability, package restrictions, or different fulfillment locations.

Each package may have:

A separate tracking number.
A separate shipping notification.
A different delivery date.

You will not be charged an additional standard shipping fee solely because we divide an order into multiple packages.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, value-added tax, brokerage charges, or other fees imposed by the destination country.

Unless checkout expressly states otherwise, these charges are the recipient’s responsibility and are not included in the $5.99 shipping fee.

Order Changes and Cancellations

Can I change my shipping address?

Address corrections must be requested as soon as possible and preferably within 12 hours after placing the order.

Email support@strigilis.com with the subject line:

Urgent: Address Change

Include:

Your order number.
Your checkout email address.
Your original address.
Your complete corrected address.

We cannot guarantee an address change after fulfillment begins. If the package has already shipped, you may need to contact the carrier directly.

Can I change the products or quantities in my order?

Email us within 12 hours after placing the order with the subject line:

Urgent: Order Change

Include your order number and the exact change requested. Changes depend on fulfillment status and product availability and cannot be guaranteed.

Can I cancel my order?

Cancellation requests should be submitted within 12 hours after purchase.

If warehouse processing or shipment has already begun, cancellation may no longer be possible. If we approve a cancellation after payment has been collected, the refund will be returned to the original payment method.

Returns, Refunds, and Replacements

Can I return an item because I changed my mind?

Except where applicable law provides otherwise, purchases from Strigilis are considered final. We generally do not accept voluntary returns or exchanges for changes of mind, personal preference, or products that are no longer wanted.

Mandatory consumer rights available in your jurisdiction remain unaffected.

What should I do if my order arrives damaged, defective, leaking, incomplete, or incorrect?

Contact support@strigilis.com within 7 calendar days after delivery.

Please provide:

Your order number.
Your checkout email address.
A description of the problem.
Photographs or video of the affected product.
A photograph of the external shipping label and packaging.

Keep the product and packaging until our support team provides instructions.

What should I do with a leaking cleaning product?

Do not use or return a leaking product without instructions.

Keep it away from children, pets, food, heat, and incompatible materials. Follow all safety and disposal instructions on the product label, and contact us immediately.

Certain cleaning products may be restricted from standard return shipping.

What resolutions are available for an approved claim?

Depending on the circumstances and product availability, an approved claim may be resolved through:

A replacement product.
Reshipment of a missing or incorrect item.
A full refund for the affected item.
A partial refund when appropriate and accepted by the customer.
Another remedy required by applicable law.

Do you offer exchanges?

We do not offer standard exchanges for changes of mind or personal preference.

Replacements may be approved for products that arrive damaged, defective, leaking, incorrect, or incomplete.

How long does a refund take?

Approved refunds are issued to the original payment method.

After the refund is issued, please allow approximately 7–12 business days for the credit to appear. The exact timing depends on your bank, card issuer, or payment processor.

Where should I send an authorized return?

Do not return a product until you have received written approval and return instructions from our customer-support team.

Authorized returns may be directed to:

Strigilis Returns
363 Sycamore Glen Dr
Miamisburg, OH 45342
United States

This address is for authorized returns only. Packages sent without prior approval may be refused or may not be identifiable with your order.

Product Use and Safety

How should I use Strigilis cleaning products?

Always read and follow the instructions, warnings, storage information, and disposal directions included with the product.

Where applicable:

Use the product only for its stated purpose.
Never mix cleaning products unless the label expressly permits it.
Keep products away from children and pets.
Use suitable ventilation and protective equipment when recommended.
Test the product on a small, inconspicuous area before broader use.
Do not use a product on incompatible surfaces.

Can I use a product on any household surface?

Not necessarily. Some cleaning products or tools may be unsuitable for certain finishes, fabrics, flooring, stone, wood, metals, or coated surfaces.

Review the product description and label instructions before use. When uncertain, test the product on a small hidden area first.

Does every cleaning product disinfect or sanitize?

No. A product should be treated as a disinfectant or sanitizer only when that function is expressly stated on its label.

Always follow the labeled application method, contact time, dilution instructions, and surface restrictions.

Customer Support

I did not receive a confirmation or tracking email. What should I do?

Check your spam, junk, and promotions folders first.

If the email is not available, contact support@strigilis.com and provide the email address used during checkout. We will help locate your order and resend available information.

How quickly will customer support respond?

We aim to respond to email inquiries within 1–2 business days. More complex shipping investigations or product claims may require additional time.

What information should I include when contacting support?

For faster assistance, include:

Your order number.
Your full name.
Your checkout email address.
A concise description of the issue.
Relevant photographs or video when reporting product or shipping damage.

Do you accept business or wholesale inquiries?

For business or wholesale inquiries, email support@strigilis.com with a description of your business, the products of interest, and the estimated quantity required.

Customer Support and Company Information

Brand Name: Strigilis
Support Email: support@strigilis.com
Direct Telephone: +1 (937) 219-9789
Service Hours: Monday–Friday | 9:00 AM–6:00 PM (EST)
Operating Company: CHUANCHAOZHANGMR INC
Company Address: 656 E 8th Ave, Durango, CO 81301, United States