Shipping and Delivery
Q: What is the processing time for orders?
A: For United States shipments, we currently use USPS (United States Postal Service). However, we have found that shipment using this method is usually much faster - our usual shipping door-to-door averages 2 to 7 business days. We make every effort to ship your product the same day as you order, or the next business day. However, we do not ship on Standard U.S. Holidays - New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving (2-days - Thursday and Friday), Christmas Eve or Christmas Day.
Q: What are the shipping rates within the US?
A: We offer the following shipping options:
Orders $75+ = FREE SHIPPING
Standard Ground Shipping = $6.95
Second Day Shipping = $19.00
Next Day Shipping = $40.00
Q: Do you offer international shipping?
A: Yes, we ship internationally via UPS or Global Express Mail. Delivery can take up to 20 business days. International shipping fees range from $20 - $135 USD.
Q: Are customers responsible for customs duties and fees?
A: Yes, customers are responsible for all customs, duties, and taxes. Please note that delays at customs are beyond our control.
Returns and Exchanges
Q: What is your return policy for US orders?
A: We're committed to making sure you are in love with your earthtoskinbeauty.com purchase! If you're not absolutely satisfied, please contact us immediately and we will discuss options to make it right on a case by case basis. Your return process must be initiated within 14 days of receiving your purchase in order to be eligible for a refund, exchange or gift card credit. You are responsible for the return shipping charges. If you feel your circumstances are exceptional and you are now outside of this policy, please email support email@example.com. If we have authorized a return, please allow 7-10 business days for your refund to process. All refunds will be issued to the original payment method. We apologize for any inconvenience, but we cannot change the payment method for any refund. Additionally, original shipping fees will not be refunded.
Q: How do international returns work?
A: Returns are accepted within 14 days of receipt if in original condition. Shipping charges not refunded. A $9 restocking fee applies (excludes exchanges/store credit). Final sale, custom-made, undergarments, and sale merchandise are non-returnable. The customer covers shipping and duties/taxes. Duties/taxes deducted from refund if applicable.
Q: What should I do if I receive a damaged or incorrect item?
A: Report the issue within 14 days of receipt and keep the original packaging. We will send a replacement after receiving and inspecting the returned merchandise.
Q: How can I exchange an item?
A: Contact us for availability. Exchanges are accepted under standard return conditions. We cover the shipping costs for exchanges, except for international orders.
Customer Service and Order Information
Q: What is your extended holiday return policy?
A: Orders placed between Nov 1 - Dec 31 can be returned until January 31.
Q: How are website orders processed?
A: Orders are processed Monday through Friday, within 1-2 business days, unless noted as a pre-order. Orders placed from 1pm EST Friday to midnight EST Sunday are processed the following Monday.
Q: What payment methods do you accept?
A: We accept American Express, Visa, Discover, and MasterCard. Sales tax is charged where applicable.
Q: Can I use promo codes on my order?
A: Yes, but only one code per order. Certain items and sale items may be excluded. Codes cannot be applied after an order is processed.
Q: How do I place an order?
A: Add items to your cart, proceed to checkout, log in or create an account, enter required information, and confirm your order. Note: changes cannot be made online once an order is confirmed.
Q: How do I know my personal information is secure?
A: We have secure measures in place to protect your information. Look for a solid key or locked padlock icon in your browser window. We use SSL encryption for data transfer.
Q: What are 'cookies' and how are they used?
A: Cookies are small data files used to store information on your computer. We use them to ensure only your computer can access your selected items and entered billing information. We do not store personal or financial information in cookies.
Legal and Privacy
Q: Is my information kept private?
A: Yes, please review our Privacy Statement for details on how we collect, use, and protect your information.
Q: Can I copy any content from your site?
A: Content from our site is for non-commercial and personal use only. Copying, redistribution, or use of any material from our site requires our written permission.
Q: What terms apply to mobile services?
A: By using our mobile message service, you agree to our Mobile Terms of Service, which includes details on message frequency, charges, opt-out instructions, and privacy.
Q: How can I reach customer service?
A: You can email us at firstname.lastname@example.org for any questions or concerns.