FAQ - Handi Sani

Frequently Asked Questions

Here are some answers to some of our most frequently asked questions. If you can’t find the information you are looking for, please drop us an email.

Your Account

How do I create an account?

You can create an account in two ways:

Create your account during the order checkout process.
Click on the Account Icon at the top right-hand side of this page.

How do I change my shipping address?

If you have placed an order and realised you have typed the wrong address, please contact us within 12 hours of ordering and we will make the necessary changes. After this time we cannot change the shipping address.

If you have moved house, you can change your address in your account settings.

Will you keep my credit card information on file?

Handi Sani does not keep any credit card information for any reason. We use Paypal to process our credit card payments and your information is always safe.

Do you charge sales tax?

Any taxes will be added to your order in the checkout. The amount of tax calculated depends on the destination country. Go to the checkout to find out if there are any applicable taxes for your country.

Product Information

Are your masks medical grade?

Yes they are. The masks we send are used by doctors and medical clinics and are 100% medical grade. We so not ship masks without this grading.

Do you always have hand sanitizer in stock?

Unfortunately, due to demand our hand sanitizer does run out quickly. Please contiue to check back for stock updates.

Are your gloves made from Latex?

We sell gloves made from a number of materials. Mainly, Latex and Nitrile.

Nitrile is has a higher puncture resistance than other glove materials and has a better chemical resistance than Latex or Vinyl.

Orders and Shipping

How long does it take for me to receive my order?

Your order is sent via international airmail (ePacket) which usually takes from 15 to 20 days to arrive. However, in times of high demand, this may take up to 30 days.

How do I change my shipping address?

If you have placed an order and realised you have typed the wrong address, please contact us within 12 hours of ordering and we will make the necessary changes. After this time, we cannot change the shipping address.
If you have moved house, you can change your address in your account settings.

How do I track the status of my order?

All orders are sent with tracking. Please wait up to 5 days after ordering for your tracking number to be emailed to you. (Please check your SPAM folder as on occasion emails end up there).
Your tracking number is also available in your recent orders which can be found on your Account page.

Do you ship to my country?

We ship to most countries worldwide. However, there are some countries we cannot ship to. If you don’t see your country in the account registration or checkout pages, then we likely don’t ship to your country.

If you are not sure or want to check, please contact us.

Will my items come in one package?

Our items sometimes come from different suppliers and therefore, may not be shipped together. If they are not shipped in the same parcel, we will send you all the relevant tracking numbers for each parcel sent.

Returns and Exchanges

What is your returns policy?

If your item does not arrive or arrives damaged, please contact us immediately. We will, of course, replace the item for you.
You can return items up to 14 days from the order arriving. We do not refund because you changed your mind.

I received the wrong item

If you received the wrong item or it is not as you expected, please contact us right away and will do out utmost to make things right.

My order arrived damaged

If your order arrives damaged, please send us a photo and we will contact you to organise a replacement.

Where should I mail my authorized return?

For all returns, please contact us first and we inform you of the return address.

How do I receive customer support?

Our customer support is all handled via email. You can email us directly at [email protected] or via the form on our contact page.

We usually reply to emails within 12 to 24 hours. If you have not had a reply at that time please check your SPAM or Junk folder in your email account.

What do I do if I entered an incorrect shipping address?

Can I change or cancel an order after I've submitted it?

If you have placed an order and realised you don’t want it anymore, please contact us within 12 hours of ordering and cancel the order. After this time your item would have already been shipped and therefore, we cannot cancel the order.

Can I pre-order an item that is sold out?

We don’t currently accept preorders via our website. You can, however, email us regarding the item you are interested and we will inform you when it is back in stock.