HELP & SUPPORT
Frequently Asked Questions
Clear answers about orders, delivery, returns, Home Care products, subscriptions, and support.
ORDERS & SHIPPING
How do I track my order? +
Once your order ships, you’ll receive a shipping confirmation email with tracking information. Tracking may take a short time to update after the carrier receives the shipment.
How long does shipping take? +
Orders are typically processed within 1 to 3 business days. Standard delivery typically takes 3 to 7 business days after shipment.
Delivery estimates are not guaranteed and may be affected by carrier delays, severe weather, holidays, or unusually high order volumes.
Where do you ship? +
Haus Naturals currently ships to the 48 contiguous United States and Washington, D.C.
We do not currently ship to Alaska, Hawaii, U.S. territories, Armed Forces addresses, or international destinations.
How much is shipping? +
Standard shipping is $5.00 per order. Free standard shipping is available on orders of $75 or more, calculated after discounts and before taxes.
Can I change or cancel my order? +
Contact us as soon as possible if you need to change or cancel an order. We will try to help, but changes or cancellations cannot be guaranteed once an order has entered processing or fulfilment.
What should I do if my order is lost or significantly delayed? +
If your package appears lost or significantly delayed, contact returns@hausnaturals.com within 14 days of the expected delivery date so we can investigate with the fulfilment provider or carrier.
RETURNS & REFUNDS
What is your return policy? +
We accept returns on eligible items purchased directly from hausnaturals.com within 14 days of delivery.
Eligible items must be unused, unopened, in their original condition and packaging, and accompanied by proof of purchase. Email returns@hausnaturals.com with your order number and reason for the return before sending anything back.
Which items cannot be returned? +
Used, opened, burned, sprayed, or otherwise tested products are not eligible for return. Final-sale or clearance items, gift cards, and items damaged through normal use, misuse, or improper storage are also non-returnable.
These restrictions do not limit rights that may apply to damaged, defective, incorrect, or otherwise non-conforming goods.
What if my order arrives damaged, defective, or incorrect? +
Email returns@hausnaturals.com within 48 hours of delivery. Include your order number, a brief description of the issue, and clear photographs of the affected product and packaging where available.
Once reviewed, we will provide an appropriate resolution, which may include a replacement, refund, or another remedy as applicable.
Who pays for return shipping? +
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect, or unless applicable law requires otherwise.
For approved returns, follow the return instructions provided by Haus Naturals. Original shipping charges are generally non-refundable unless the return results from an error on our part or applicable law requires otherwise.
How long do refunds take? +
Once your return has been received, reviewed, and approved, the refund will be issued to the original payment method within 10 business days.
Your bank or payment provider may require additional time to process and display the refund after it has been issued.
Do you offer exchanges? +
We do not currently offer direct exchanges. If you would like a different product, return the eligible item in accordance with our return policy and place a new order separately.
HOME CARE PRODUCTS
Are Haus Naturals Home Care products natural and non-toxic? +
Yes. Our Home Care range is formulated as natural, non-toxic cleaning products for everyday household use. Product-specific details, directions, and ingredient information are provided on each product page.
Where can I find product and ingredient information? +
Each Home Care product page includes Product Details, our Ingredients Standard, How To Use guidance, and Shipping & Delivery information. Refer to the individual product page for the most relevant information for that formula.
Can I use one cleaner on every surface? +
No. Use the formula intended for the surface you are cleaning and follow the product-specific directions. Haus Naturals offers dedicated cleaners for glass, granite and stone, stainless steel, everyday multi-surface cleaning, and hot tub and spa care.
How should I store cleaning products? +
Store products securely, away from heat and direct sunlight, and out of reach of children and pets. Always follow the product label and product-specific directions.
How do I get the best results from my cleaner? +
Follow the How To Use guidance on the relevant product page and use the cleaner only on suitable surfaces. Product-specific directions are designed to help you achieve the intended cleaning result while caring properly for the surface.
SUBSCRIPTIONS & SUPPORT
Can I cancel a subscription? +
Yes. You may cancel a subscription at any time before your next renewal date through your customer account, where available, or by emailing hello@hausnaturals.com.
Cancellation does not retroactively cancel or refund an order that has already renewed, been charged, or entered processing or fulfilment.
What can I manage in my subscription? +
Where supported, your customer account may allow you to cancel, pause or resume deliveries, change delivery frequency, update your shipping address, and update your payment method. Available options may vary by product and subscription plan.
How do I contact Haus Naturals? +
For general questions, email hello@hausnaturals.com or use our Contact Us page. For returns, refunds, damage, delivery, or order-resolution questions, email returns@hausnaturals.com.
We aim to respond within 1 to 2 business days, Monday through Friday, excluding U.S. public holidays.