Frequently Asked Questions

Sustai Market is an online marketplace dedicated to promoting conscious consumerism and sustainable living. We connect you with eco-friendly products that align with your values and make it easier to live sustainably through carefully curated offerings.

The Sustai Score is our proprietary rating system that evaluates products on three key areas:

• Ingredient Safety: Evaluates the safety of ingredients for humans and the environment, prioritizing non-toxic and eco-friendly materials.
• Environmental Impact: Assesses the product's lifecycle, including packaging, production methods, and overall carbon footprint.
• Ethical Practices: Considers labor conditions, corporate transparency, and community support initiatives by the brand.

You can reach us at support@sustaimarket.com for assistance.

Simply browse our website or app, add items to your cart, and complete the checkout process. We accept all major credit and debit cards, as well as digital wallets such as Apple Pay, Google Pay, and Shop Pay.

Orders can be modified or canceled by contacting support@sustaimarket.com before they are processed for shipment. Once shipped, changes are not guaranteed.

Yes, applicable sales tax is calculated based on your delivery address and will be displayed at checkout.

Orders over $60 qualify for free shipping. Orders under $60 have a flat $6.99 shipping fee.

Currently, we only ship within the U.S.

Orders are processed within 3–5 business days and typically arrive within 5–7 business days, depending on your location and the shipping carrier.

If your order contains items from multiple vendors, it may arrive in separate packages. Tracking information will be provided for each shipment.

If your package is lost or delayed, email us at support@sustaimarket.com with your order number. We’ll work with the shipping carrier to resolve the issue.

Sustai Market is committed to sustainability and mindful consumerism. To reduce environmental impact, a $10 fee applies to all returns processed via mail. Eligible returns must be initiated within 30 days, for products purchased directly from Sustai Market, and items must be unused and unopened.

Yes, refund policies may vary by vendor and product. If a vendor-specific policy applies, it will be communicated during the return process. For assistance with returns or to inquire about specific vendor policies, please contact us at support@sustaimarket.com.

Contact us at support@sustaimarket.com with your order number and reason for return. We’ll provide a prepaid return label for eligible items.

Contact support@sustaimarket.com to initiate a return. Refunds are issued after items pass inspection. Our return policy reflects our mission to encourage conscious purchasing and minimize waste.

Refunds are processed within 5–7 business days after the returned item is received and inspected. The refund will be issued to your original payment method.

Contact support@sustaimarket.com promptly. Orders already shipped cannot be canceled.

Our subscription service lets you receive recurring deliveries of your favorite products at your chosen frequency.

Yes, you can adjust or cancel your subscription anytime via your account settings. Changes must be made before the billing date to avoid being charged for the upcoming cycle.

If the price of a subscription product changes, the updated price will automatically apply to your upcoming billing cycle. You can review the adjusted price in your account before the next charge is processed. If you have any questions about the change, feel free to contact us at support@sustaimarket.com.

If a product in your subscription becomes unavailable, we may substitute it with a similar alternative to avoid disruption to your delivery. You will receive a confirmation of the change, and if the substitute product does not meet your expectations, please contact us at support@sustaimarket.com to explore return or refund options.

Sustai Market offers a wide range of sustainable products, including household essentials, personal care items, eco-friendly cleaning supplies, reusable alternatives, and more. Our curated selection ensures that every product meets our criteria for sustainability and health and aligns with conscious consumer values.

We use Expert-backed, AI-powered algorithms to assign each product a Sustai Score. This score reflects a product's performance in three key areas:

• Ingredient Safety: Evaluates the safety of ingredients for humans and the environment, prioritizing non-toxic and eco-friendly materials.
• Environmental Impact: Assesses the product's lifecycle, including packaging, production methods, and overall carbon footprint.

Ethical Practices: Considers labor conditions, corporate transparency, and community support initiatives by the brand or manufacturer.

Contact us at support@sustaimarket.com to provide feedback. We’ll review and update ratings as necessary.

Sustai Scores are dynamic and may change as we gather new data or refine our evaluation criteria. We also incorporate feedback from customers and updates from brands about their sustainability practices.

Our ratings are based on a combination of:

• Data provided directly by manufacturers and vendors.
• Publicly available scientific research and regulatory information.
• Third-party certifications such as USDA Organic, Fair Trade, and others.

While Sustai Market strives to ensure accuracy, product information is ultimately provided by vendors and manufacturers. We perform due diligence to validate key claims, but customers are encouraged to review details and certifications to ensure products meet their individual standards.

Absolutely! If you know of a sustainable product or brand that aligns with our mission, email us at support@sustaimarket.com. We’re always looking to expand our offerings with innovative, eco-friendly products.

While we strive for accuracy, Sustai Scores are informational and based on the best available data at the time of evaluation. Scores may change as we gather new information or refine our methodologies.

No. Sustai Scores are informational and meant to guide your choices. They do not guarantee performance, safety, or suitability for specific purposes. We recommend reviewing product labels, descriptions, and certifications for further assurance.

Click the "Sign Up" button on our website, then follow the prompts to register.

Use the "Forgot Password" option on the login page to reset your password securely.

We take your privacy seriously and use industry-standard measures to protect your information. For details, see our Privacy Policy.

Yes, you can update your account details, including your shipping address, and payment methods, by logging into your account and navigating to the "Account Settings" section.

If you believe your account has been accessed without authorization:

1. Immediately reset your password using the "Forgot Password" option.
2. Contact us at support@sustaimarket.com to report the incident.
3. Monitor your account for any unauthorized activity, such as unrecognized orders or changes to your profile.

We use industry-standard security measures, including encryption and secure servers, to safeguard your personal information. Additionally:

• Your payment details are processed through secure, third-party payment gateways and are not stored on our servers.
• Access to your account information is restricted to authorized personnel only.

When you create an account or place an order, we may collect:

• Contact information, such as your name, email, phone number, and address.
• Payment information to process transactions securely.
• Purchase history to enhance your shopping experience and provide personalized recommendations.

We do not sell your personal information to third parties. However, we may share information with trusted partners to:

• Process payments.
• Fulfill and deliver your orders.

Provide analytics to improve our services.All shared information is handled in compliance with applicable privacy laws and regulations.

If you wish to delete your account:

1. Contact us at support@sustaimarket.com with your request.

Provide verification information to confirm your identity.Once processed, your account and associated data will be deleted in accordance with our data retention policies.

We partner with brands that meet rigorous standards for sustainability and ethical practices. Each vendor must demonstrate a commitment to offering products with a lower environmental and health impact than mass-market alternatives.

Fill out our Vendor Application Form, and our team will review your application. We look forward to collaborating with like-minded brands!