Frequently
Asked Questions

Browse our collection, add items to your bag, then proceed to checkout. You can check out as a guest or sign in to your account. We accept all major credit cards via our secure Stripe-powered checkout.

Orders can be modified or cancelled within 1 hour of placement. After that, the order is sent to our fulfilment partner and cannot be changed. Please contact us immediately if you need to make changes.

Check your spam or junk folder first. If it's not there, your email address may have been entered incorrectly at checkout. Please contact us with your name and approximate order date and we'll look it up for you.

We accept Visa, Mastercard, American Express, and other major credit and debit cards. All payments are processed securely via Stripe. We do not store your card details.

After 1–3 business days of processing, standard delivery takes 8–20 business days. We ship internationally via trusted carriers. You'll receive a tracking email once your order is on its way.

Yes! All orders over $100 qualify for free standard shipping. Orders under $100 have a flat $12.99 shipping fee. Free shipping is applied automatically at checkout — no code required.

Use our Track My Order page. Enter your order number and email address to see the latest status. You'll also receive tracking updates by email.

Yes, we ship to the US and many international destinations. International customers may be subject to customs duties and import taxes, which are the recipient's responsibility. These are not included in our prices.

We offer a 30-day return policy on eligible items. Items must be unused and in original condition/packaging. Opened beauty and skincare products are non-returnable for hygiene reasons unless they arrived defective. See our full Shipping & Returns policy.

Once we receive and inspect your return, refunds are processed within 5–7 business days to your original payment method. Your bank may take an additional 3–5 days to post the credit.

Please contact us within 7 days of delivery at support@surgepulse.org with photos of the damaged item and packaging. We'll arrange a replacement or full refund with no return shipping required.

Yes. All products in the Velourcollection are sourced through verified supplier partners. We curate every product in our catalogue to meet our quality standards before listing it on the store.

We strive to carry cruelty-free products wherever possible. Individual product listings include ingredient and ethical certification details where available. If you have a specific question about a product, please contact us.

No — you can check out as a guest. However, creating an account lets you view order history, save your wishlist, and track orders more easily.

We use your data only to process and fulfil your orders, and to communicate with you about your purchases. We never sell your data to third parties. See our full Privacy Policy.