We currently offer free standard shipping for all domestic U.S. orders valuing over $50, excluding applicable taxes and applied coupons.
I just placed my order, when will it ship?
Our normal operations are Monday through Saturday, not including holidays. All orders are processed and shipped within 24-72 business hours, with most orders sent out to shipping carriers in less than 24 hours.
Once a package is ready for shipment, a Tracking email will be automatically sent out and the package will be handed off to USPS / FedEx / UPS.
Note: If you place an order over the weekend, you will have to wait until at least Monday when our operation resumes.
Where will my order ship from and how long will it take for my order to arrive?
All essensy orders are shipped from Los Angeles, California. A majority of orders usually take 3-7 business days from the time it ships to arrive at the final destination.
Is there a sales tax charge on my order?
Domestic sales tax will be applied to orders based on order destination and in compliance with federal, state and local laws. Sales tax, if any, will be reflected in your cart at checkout.
My order never got to me, what do I do?
Hopefully this doesn’t happen to you, but if it does, we’ll do our best to assist you. Although shipping carriers work independently from Essensy to deliver your package, we’ll figure this out together.
At this time, please attempt the following steps to retrieve your package:
If the package is marked delivered, sit tight for up to 72-hours in case the courier was unable to properly deliver the package at the initial time of delivery
Contact the shipping carrier regarding your package.
Check with your neighbors to verify if the package was mistakenly delivered.
If you are still unable to retrieve your package after following the previos steps, please submit a request and we will assist you as soon as possible.
ORDERS & PAYMENTS
Can I make changes to or cancel my order?
Unfortunately, we aren’t able to modify orders after they are placed. Once payment is accepted and the order is confirmed, we strive to process orders as quickly as possible for delivery.
We do have a very limited window of time where we may be able to cancel the whole order before it is physically picked and packed for shipping. There is no guarantee a cancellation will go through but please submit a request with your Order Number and we will do our best to accommodate.
What payment methods do you accept?
The following payment methods are accepted on your website: Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, and Amazon Payment.
Unfortunately, payments cannot be split between multiple cards.
How do I use a Coupon Code?
Discount codes can be applied to your order at Checkout. Enter your discount code into the field on the top right, above your cart total. Once you hit 'Apply' your discount will be deducted from your cart total and you can continue on to the payment method.
Please note that only one discount code can be applied per order. Discount codes cannot be combined with any other promotions or offers.
I did not receive a Confirmation Number, where is it?
Order confirmation emails are sent within 12-hours from the time it was placed.
If you haven't received an order confirmation email, it is likely the result of one or two things:
Your order was never actually placed and processed.
You have entered an incorrect email address with your order
If you are certain that the email address linked to your order is correct, please check the spam folder in your mailing client for your order confirmation. In the event that you still cannot locate an order confirmation, please submit a request.
My card was charged but I did not receive any confirmation emails, did my order go through?
If your order did not go through due to a declined transaction, the charges are pending and not actual charges. A pending charge usually means that the information submitted was incorrect or incomplete, resulting in a declined transaction.
Although a transaction is declined, your card issuer may still place a pending charge on the statement. Please do not be alarmed as this charge will be reversed back to your account in a few days. Additionally, we do not pull or hold any funds that were not successfully processed due to a declined transaction.
WARRANTY, RETURNS & EXCHANGES
What is your return policy?
We gladly accept returns of both new, unopened and gently used products purchased on our website within 30 days of delivery date.
Final sale items, single-use products like sheet masks, and gift cards are not eligible for return.
Hardware devices purchased directly from our website comes with a 30-Day Limited Warranty from the time of delivery. You may also contact manufacturers directly for After-Sales Service for extended warranty.
In order to be eligible for service under warranty, you must initiate a returns process by submitting a request within 30 days of original delivery. The 30-Day Limited Warranty excludes coverage for damage resulting from accidents, abuse, disassembly, customized modification, or user-error. Furthermore, consequential and incidental damages are not covered under this warranty.
Shipping fees are not eligible for refund.
Can I exchange a product?
We do not offer direct exchanges on any of our products.
An item was damaged in transit, what do I do?
We’re sorry about this problem! Please submit a request with your order information and an image of the damaged product and we’ll be happy to assist you.
How long will it take to process a return?
Due to recent effects by COVID-19, our operations may experience delays in the processing time of normal procedures. Therefore, please allow up to 14 business days for us to process a return once we receive it back at our facility. We sincerely apologize for any delays and appreciate your patience during this unexpected time.
When will my refund show up?
Once you receive a refund confirmation email, the funds typically take approximately 2-5 business days to process and reflect on statements. Processing times will vary by card issuer. Additionally, international and prepaid gift cards may take longer to process refunds.
GENERAL & TECHNICAL ISSUES
Where are you located?
Our office and distribution facility is located in Los Angeles, California. All orders are processed in-house and will be shipped from our facility!
Do you offer will-call or pick-up for orders?
Due to safety concerns, we strictly prohibit any on-site service at the facility.
What are your hours of operation?
The Customer Service team and order processing time operates from 8:00 AM - 4:00 PM PST, Monday through Saturday (excluding holidays).