You will not be allowed to compare more than 4 products at a time
View compareFAQ
FAQ – FREQUENTLY ASKED QUESTIONS
Frequently Asked Questions (FAQ)
SUGARMASTER LLC – SUGARMASTER
Find answers to the most common questions about our products, orders, shipping, and policies. If you don’t see your question here, feel free to contact us at info@sugarmaster.com.
1. General Questions
Q1: What is SUGARMASTER?
A: SUGARMASTER is a hair-care brand owned by SUGARMASTER LLC, offering hair-care and related personal care products through our online store at sugarmasterllc.com. We currently ship to customers in the United States and the United Kingdom.
Q2: Where are you located?
A: Our business address is:
SUGARMASTER LLC
971 US HIGHWAY 202N #4254
BRANCHBURG, NJ 08876
UNITED STATES
Our U.S. product return and logistics address is:
2315 HADDONFIELD RD #1692
PENNSAUKEN, NJ 08110-1211
UNITED STATES
2. Products & Ingredients
Q3: What types of products do you sell?
A: We focus on hair-care and personal care products, which may include shampoos, conditioners, treatments, masks, styling products, and related items. Availability may vary over time as we expand or adjust our product range.
Q4: Are your products medical treatments?
A: No. Our products are cosmetic/personal care products, not medicines. They are not intended to diagnose, treat, cure, or prevent any disease or medical condition. For hair loss, severe scalp issues, or other medical concerns, please consult a qualified healthcare professional.
Q5: Where can I see the ingredient list?
A: The full ingredient list for each product can typically be found on the product page and on the product packaging. If you have questions about a specific ingredient, you can contact us at info@sugarmaster.com with the product name and your question.
Q6: I have sensitive skin or allergies. Can I use your products?
A: We always recommend:
-
Reviewing the ingredient list carefully
-
Performing a patch test before first use
-
Discontinuing use immediately if you experience any irritation, redness, or discomfort
If you have known allergies, sensitivities, or medical conditions, please consult your doctor or dermatologist before trying new products.
Q7: Are your products suitable for all hair types?
A: Many of our products are designed to work with a range of hair types, but some may be better suited to specific needs (e.g., dry, oily, color-treated hair). Check the product description for recommended hair types and usage tips.
3. Ordering & Payment
Q8: How do I place an order?
A: To place an order:
-
Visit sugarmasterllc.com
-
Browse our products and add items to your cart
-
Go to checkout, enter your shipping and billing details
-
Review your order and complete payment
Once your order is successfully placed, you should receive an order confirmation email.
Q9: Which payment methods do you accept?
A: We accept various forms of secure online payment, such as major credit/debit cards and other methods indicated at checkout. Payment options may vary by region and over time.
Q10: I did not receive an order confirmation email. What should I do?
A: Please:
-
Check your spam/junk folder
-
Make sure you entered the correct email address at checkout
If you still cannot find your confirmation, contact us at info@sugarmaster.com with your name, approximate order time, and any other details you have. We’ll help locate your order.
4. Shipping & Delivery
Q11: Which countries do you ship to?
A: We currently ship to:
-
United States
-
United Kingdom
For more details about delivery times and costs, please see our Shipping Policy.
Q12: How long will delivery take?
A: Delivery times can vary. Typical estimates are:
-
United States (Standard): around 3–7 business days after processing
-
United States (Expedited, if available): around 2–3 business days after processing
-
United Kingdom (Standard International): around 5–10 business days after processing
These are estimates only. Actual delivery times depend on the carrier, location, and factors such as customs, weather, or holidays.
Q13: How can I track my order?
A: Once your order ships, you’ll receive a shipping confirmation email with a tracking number or link (if available). You can use this to track your package on the carrier’s website.
Q14: My tracking shows delivered, but I did not receive my package. What should I do?
A: Please:
-
Check around your property and any safe places where a package might be left
-
Ask neighbors, building management, or front desk (if applicable)
-
Verify the shipping address on your order confirmation
If you still cannot find the package, contact the carrier and then email us at info@sugarmaster.com with your order and tracking number. We’ll review the situation and see how we can assist.
5. Customs, Duties & Taxes (United Kingdom)
Q15: Will I have to pay customs or import fees for orders to the UK?
A: For orders shipped to the United Kingdom, you may be responsible for import duties, VAT, and other local fees. These charges are generally not included in the product price or shipping cost displayed at checkout (unless otherwise stated) and are payable to your local customs or tax authorities.
Please check with your local customs office for more information about potential charges.
6. Returns & Refunds
Q16: What is your return policy?
A: We generally accept eligible returns within 30 days from the date your order is marked as delivered, provided that:
-
Products are unused and unopened, with original seals intact
-
Products are in their original packaging and in resellable condition
Due to hygiene and safety reasons, opened or used hair-care products are usually non-returnable, except in cases of confirmed defect or damage. Full details are available in our Refund & Returns Policy.
Q17: How do I start a return?
A: To initiate a return, please email us at info@sugarmaster.com with:
-
Your full name
-
Your order number
-
The item(s) you want to return
-
The reason for the return
-
Photos, if relevant (e.g., damaged products)
We will review your request and, if eligible, provide you with return instructions and the appropriate return address (usually our U.S. Product Return Address in Pennsauken, NJ).
Q18: Do you refund shipping costs?
A: Original shipping costs are generally non-refundable, unless:
-
The return is due to our error (e.g., incorrect item sent), or
-
The product is confirmed defective or damaged, or
-
Applicable law requires us to refund shipping costs.
Please see our Refund & Returns Policy for complete details.
7. Order Changes & Cancellations
Q19: Can I change or cancel my order after placing it?
A: Because we aim to process orders quickly, there is only a limited time window to change or cancel an order. If you need to make a change:
-
Contact us at info@sugarmaster.com as soon as possible with your order number.
If your order has not yet been processed or shipped, we may be able to modify or cancel it. If it has already been shipped, you may need to wait for delivery and then request a return in line with our Refund & Returns Policy.
8. Accounts & Email Preferences
Q20: Do I need an account to place an order?
A: In many cases, you can check out as a guest, but creating an account makes it easier to:
-
View your order history
-
Track orders
-
Save your shipping details
Q21: How can I unsubscribe from marketing emails?
A: You can unsubscribe by clicking the “unsubscribe” link at the bottom of any marketing email you receive from us, or by contacting us at info@sugarmaster.com and requesting removal from our marketing list. You may still receive important transactional emails related to your orders.
9. Still Need Help?
If your question is not answered here, or you need more details, please contact us:
Email: info@sugarmaster.com
Phone: +1 908 989 7010
We’re happy to help with any questions about our products, your orders, or our policies.