Customer Care

• Contact Information:

We are available to assist you in any way possible.

Telephone: (615) 429-4013

Hours: 8:00 a.m. – 4:00 p.m. CST, Monday – Friday.

Email inquiries: customercare@essencetree.com

Mailing Address: Essencetree Holistic Life, LLC

2516 White’s Creek Pike, Nashville, TN 37207

Please allow up to 1 business day for responses.

• In-House Order Processing Time: We proudly hand-craft our items in small batches. This way, we can ensure that you’ll always receive fresh products. Once orders are placed on-line, please allow up to 3 business days for in-house processing before your order is shipped. If merchandise is out-of-stock, you will be notified immediately and given the choice of either a product exchange or refund.

• Pick-Up Orders: Orders placed by customers within the Nashville, Tennessee Metropolitan Area are available for pick-up. Customers who wish to pick up their orders may call (615) 429-4013 after emailing their order to us. We will manually enter the order for you.

Note: At this time, if you place your order on-line you will automatically be billed for shipping and handling.

• Residents of Tennessee: We must charge sales tax to Tennessee residents and businesses who have not filed a Sales & Reuse Certificate with us. If your order is being delivered in the state of TN and you have a valid business tax ID number, please fax a copy of your resale certificate before placing your order. Once you have faxed us your resale certificate, we will keep it on file for future orders. Our fax number is (866) 627-7681. We cannot refund sales tax on orders once they have been charged.

• Wholesale Clients: If you are a business with a valid business tax ID number who wishes to carry Essencetree’s merchandise wholesale, please contact us at (615) 429-4013 or Charmaine@essencetree.com, to discuss setting up an account. Your Sales & Reuse Certificate may be faxed to us at (866) 627-7681.

• Shipping Methods & Lengths of Time: Unless indicated otherwise, customers are responsible for applicable shipping and handling charges. These charges will be added to the order at check-out. Most domestic orders are shipped via UPS Ground. For this reason, please be sure that shipping addresses do not contain Post Office Box numbers. Expected dates of delivery vary based on destination, but are usually 3-5 business days after order is shipped.

• Shipping Fees: Please note that the shipping charges provided at check-out are an estimate, based on the carrier’s determination of approximate weight. The online systems used by our carriers are unable to account for multiple boxes, special packing requirements, etc. Therefore, your shipping costs may be higher than the estimate. Understandably, we reserve the right to bill your credit card for any differences in shipping costs once the order has actually been shipped. This will show as a separate charge on your credit card. Please contact us at (615) 429-4013 if you have any questions about your shipping and handling fees.

• Expedited Shipping: Expedited shipping is available for additional shipping and handling fees. Please select "Premium Shipping" on the check-out screen for this option. An estimate of these fees will be listed. In most cases, the carrier will be UPS. Please be sure that shipping addresses do not contain Post Office Box numbers. We ask that you still allow for in-house processing time of up to 3 business days.

• Damaged Orders: Orders are checked and packed by our Quality Assurance team before shipping. Occasionally, however, damages occur in transit. Please check boxes and their contents immediately upon receipt and notify both us and the carrier if there are any damages. If there are damages, save the box and its contents as is, including all of the packaging material. The carrier will need to inspect the original package. We will gladly assist you with replacing the merchandise after the carrier has been properly notified and an inspection has taken place.

• Returns: Return of products is acceptable only when goods have arrived to customer's location in defective condition. Our skin care products are created from natural ingredients such as butters, oils, essential oils, herbs and hydrosols. These ingredients are subject to a normal range of variations in color, texture, odor, etc. These variations can be due to seasonal changes such as temperature, rainfall, sunlight and other variables. These differences are normal and are not regarded as defects in the product quality. If you observe that there are conditions present over and above those listed, please notify us at (615) 429-4013 or customercare@essencetree.com.

(Important exception: In warmer temperatures and climates, products with plant butters may liquefy in transit and will remain that way until they reach room temperatures or cooler. To expedite cooling of products, please place them in a refrigerator for a minimum of one hour.)

Requests for returns must be made via email or telephone within 2 days after shipment is received. Unless we indicate otherwise, customer is responsible for return shipping fees and a restocking fee of 10% or $5, whichever is greater. Essencetree wishes to ensure 100% satisfaction and will seek to replace or exchange unsatisfactory products with merchandise of equal or greater value. Monetary returns are not provided.

• Care and Storage of Products:Essencetree’s products are freshly made using natural ingredients. These ingredients are preserved using natural anti-oxidants and preservatives. When stored properly, most products will last a minimum of one year. Upon arrival, products should be stored in cool environments, away from direct sunlight and heat. Room temperature is fine unless product instructions indicate otherwise. It is not necessary to store products in the refrigerator unless the product itself requires it, or if your home is particularly warm. Note:In warmer temperatures/climates, products with plant butters (i.e. shea, cocoa and mango) may liquefy in transit and will remain that way until they reach room temperatures or cooler. To expedite cooling of products, place in refrigerator for a minimum of one hour.

• Allergy Information: Please note that we use high-quality natural ingredients in our products. We follow strict methods of handling and preparation and choose ingredients and proportions that are considered skin-safe. In individuals who are allergic to various food and plant types, however, it is possible that skin products with those same ingredients may also produce reactions. Please read our ingredient list carefully before purchase and if irritation occurs, discontinue use immediately.

Note: Some of our products contain daisy (chamomile), wheat, nut, soy and dairy ingredients.

• Pricing: Essencetree vows to provide the highest quality ingredients and products at prices that are affordable. Due to market fluctuations in the costs of natural goods, however, the prices of our items are subject to change without notice.

• Medical Disclaimer: Please note that the information presented on this website or in our promotional materials are in no way intended to substitute for advice by a qualified medical professional. For serious conditions, please seek medical advice. Essencetree Holistic Life and its affiliates make no claim to diagnosing, treating, curing, or preventing any illnesses. The contents of our site and promotional materials have not been evaluated by the FDA.