Help

Q: How do I give Beta feedback?

Please e-mail us at info@ssnatch.com a photo and description of the issue or bug in the app or website and we will do our best to fix it as soon as possible.

Q: What are the fees?

A. To get started, create an account, select the store you want to shop, and place your order. Delivery: Fees start at $3.99 for same-day orders over $35. Fees vary for one-hour deliveries and deliveries under $35. Service fees: Service fees vary and are subject to change based on factors like location and the number and types of items in your cart.

Q: Delivery areas?

A: We are in Beta, currently offering delivery to the Dallas-Fort Worth area. If you reside in this region, you can enjoy our convenient delivery service right at your doorstep.

Q: Delivery times?

A: We take pride in our speedy delivery service. Our goal is to deliver your order within 2 hours from the time of purchase. However, please note that delivery times may vary based on product availability, traffic conditions, and other factors. Rest assured, we strive to get your products to you as quickly as possible. You can also schedule your delivery for specific days and times.

Q: Unavailable to receive delivery?

A: If you're not available to receive your delivery, our delivery partner will follow a specified contact-less delivery procedure. Leave at My Door delivery gives you the flexibility to have your cosmetics delivered without having to come to the door or be at home. You can leave delivery instructions for your shopper at checkout, and we’ll notify you when your order arrives. Leave at My Door is now the default setting for all SSnatch deliveries. If you’d prefer to not use this feature, simply uncheck the box that says “Leave at my door if I’m not around” at checkout.

Q: Delivery Tracking?

A: Absolutely! We provide a tracking feature that allows you to monitor the status and progress of your delivery in real-time. Once your order is dispatched, you will receive a tracking push notification. Simply check our website or mobile application to track your package and stay updated on its whereabouts.

Q: Delivery damaged or incorrect?

A: Returns or Exchanges Are Not Accepted After Delivery: SSNATCH is a third party service and you are buying from us and not your local store, our members cannot return or exchange items. But we will gladly credit your account or refund your card for mistakes on our end! This will vary for items on a case by case basis. *We do not refund service fees or tips to personal shoppers.

Q: Items out of stock?

A: While our drivers are shopping for your items, we may be able to accommodate exchanges or replacements. However, after the delivery is completed, returning items to the original store may be necessary. SSNATCH makes it easy to communicate with your shopper. When an item you want is out-of-stock at the store, your shopper will follow your replacement preferences. You can set item and delivery instructions in advance, as well as chat directly with your shopper while they shop and deliver your items.

Still have questions?

Can’t find the answer you’re looking or? Please chat to our friendly team.