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FAQ (Frequently Asked Questions)

What is this website?

This is the official Sano Back™ store. Sano Back™ was born from the desire to offer trendy, creative and high-quality beauty products and smart at home personal care solutions. 


Is the Sano Back™ website secure?


All of our orders are processed through a secure, PCI compliant network. Sano Back™ uses Authorize and PayPal as our PCI Compliant Merchant Account Providers. We never even see your credit card information and certainly would never share it with anyone else (even if we could)!


What's your privacy policy with information other than credit cards?


Sano Back™ will NEVER share your information with any third party. Who is a third party? Well, the first party is you, and the second party is us. A third party is anyone other than us and you.


Has my order shipped yet?


We will ship your order out as soon as possible. It usually takes us 1 to 5 business days (depending on a demand). We will send you an email letting you know as soon as it has been sent.


What are the shipping times?

We are shipping 24/7 from our warehouse to keep up with the demand. Order fast before we sell out! 


Please allow 10-15 business days for USA shipping with USPS. We ship ALL orders from our warehouses in different countries, to over 180+ countries.


International shipping may take 15-20 business days, and we use YUN express as our shipping provider for orders outside of the United States.



How can I track the status of my order?


After we have shipped your order, an email update will be sent titled "A shipment from order #******* is on the way". You will find your tracking number and information inside this email


With the tracking number you can track your order on the Track Your Order page.


Can I make changes to my order?


If you'd like to request a change to an order, please contact us ASAP. Orders are processed throughout the day and once an order has been shipped, we can no longer make changes to it or cancel it.


Can I cancel my order?


Customer is able to cancel their order 24 hours from placing it before order is shipped out for a full refund no questions asked. Please email to cancel within the time period.


I didn't receive any confirmation for my order, what's going on?


If you didn't receive any confirmation email from us it can only mean that you either mistyped your email (for example gnail instead of gmail, gmail.con instead of or used a secondary email and forgot about it. You can contact us with the correct full name you used in your order and we will gladly update your email address and re-send you your order confirmation email.


I received two email confirmations, was I charged twice?


No worries, you weren't charged twice, we just send two emails to make sure our customers get their order confirmations in their inbox.


My order never arrived, what's up?


Check your email for a shipping confirmation. If you don't see anything, send us an email at and tell us your order number. We’ll help you figure out what happened with the order.


My order arrived incomplete or damaged.


We're very sorry for any inconvenience you may have experienced by receiving your order damaged. Customer satisfaction is very important to us so all you have to do is contact us and we will send you a new order as an apology. Just send us an email at and tell us your order number, and we’ll help you out.


I received my order but it's missing one item.


Due to high demand, we constantly have to update our inventory therefore if there are different items in a single order we ship the available items first and then ship the rest separately when our inventory is updated.


I would like to return my order.


You can return your order up to 30 days after it arrives to you. If you would like to return all or some of your products, send us an email at We will provide you a store credit or provide instructions to send your order back. For more details about returns, please check our Return Policy.


Question Not Answered? Email Us!


You can email us at

Question Not Answered? Email Us!


You can email us at

Please note: Emailing more than once will push your email to the back of the support queue. Meaning, the more you email, the longer it will take to get a response. 
We will answer your email within 24 hours.

Order cancellation emails will be responded to first. See the above FAQ for information on Cancelling orders.