FREQUENTLY ASKED QUESTIONS
Our Commitment to You:
Handcrafted Fresh, Plant-based, Nutrient-Rich Formulations | Gluten Free - Paraben Free - Silicone Free
Q - Why is my product melted, lighter in color, softer or harder, have more or less herbs, etc.?
Our Quality Promise: EssenceTree products are *ALWAYS* made with love & care, using time-tested recipes, and the utmost focus on quality and effectiveness. Any differences from batch to batch in color, scent, or consistency are due to the natural fluctuations in our wholesome ingredients. For instance, shea butter can be harder or softer, or have different scents. Even barometric pressure or humidity in our production kitchen can affect how a batch turns out! These slight differences are part of the specialness that comes from using handmade products!
In addition, in warmer temperatures, products with vegetable butters (i.e., shea and cocoa) will soften and often liquefy in transit and remain that way until they reach room temperatures or cooler. To expedite cooling, refrigerate them for a minimum of one hour before opening.
Product Safety: EssenceTree products are natural and nourishing; many of our customers use them on their small children ages 2 years and older. Of course the normal caveats for allergies apply; children and adults with sensitive skin or allergies should patch-test in a small area of skin first to make sure there’s no reaction. With fragranced products, in particular, be careful not to apply to irritated or broken skin, and if any irritation occurs, discontinue use.
Q - How soon will I receive my order?
Please allow 7-14 business days for receipt of most orders. During holidays and busy seasons, orders will generally take the full 14 business days for you to receive them. Sign up on our email list to learn of our order deadlines for guaranteed holiday deliveries. Most orders are shipped via UPS Ground. All orders ship from Atlanta, GA. Should your orders ship after 14 working days, a bonus may be added, compliments of us! (Bonuses include an extra product/product upgrade or coupon. Our apologies, the holiday months of November through February may be exempt from these bonuses.)
Pick-up orders: Wait until contacted before pickup. We will call and text the number on your order. Pick-up location is our Atlanta headquarters.
Expedited orders: Text (615) 429-4013 or email email@example.com to check processing time.
We are a small shop and all of our products are handcrafted fresh in small batches. This ensures that the nutrients within our ingredients are still active when you receive them! You will receive an email the day that your order ships. This email will contain your order's tracking number.
Q - Can I change or cancel an order when placed?
Please bear in mind that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has been submitted. Please be sure to check your shopping cart contents and your shipping address details before completing your order. Thank you for your understanding.
Q - What if my products are damaged?
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the items in your shipment, please send pictures to EssenceTree Customer Service at firstname.lastname@example.org. Our customer service representatives will be happy to assist you.
Important Note: Our products are created using natural ingredients which are subject to minor variations in color, texture, scent, etc. These variances are normal and are not regarded as defects in product quality.
In addition, in warmer temperatures, products with vegetable butters (i.e., shea, mango and cocoa) will soften and often liquefy in transit and remain that way until they reach room temperatures or cooler. To expedite cooling, refrigerate them for a minimum of one hour before opening.
Q - What Shipping methods do you use?
Orders are shipped via UPS Ground or the United States Postal Service (USPS) Priority Mail. We are based in Atlanta, GA. Please allow 1-7 calendar days in transit for most orders within the continental US. If you'd like your order expedited, please select our Express shipping option at checkout or text (615) 429-4013. You will receive an email with tracking information the day that your order ships. For questions regarding your order, please send us an email at Charmaine@essencetree.com, or call (404) 228-1969.
Q - What is your Return Policy?
We are committed to our customer's satisfaction with our merchandise beyond the point of sale. Merchandise may be returned by mail for a store credit within 14 days of purchase when accompanied by the following:
- return authorization number (RTN)
- packing slip
- all original packaging
We cannot accept returns without prior authorization. Items sent back without the return authorization number (RTN) will be returned to the customer at the customer's expense. A RTN may be obtained by calling EssenceTree Customer Service: (404) 228-1969 between the hours of 11:00 a.m. to 5:00 p.m. (Eastern Standard Time) Monday through Friday. You may also obtain an RTN by emailing us at email@example.com. Please write the return authorization number on the back of your receipt/packing slip. Our customer service representative will provide you further instructions on sending your merchandise return to EssenceTree Holistic Life. Customers are responsible for securing return postage.
Unfortunately, we are unable to provide refunds. We will gladly give you a store credit in an equal value of your purchase. Please note: Specific results are not guaranteed, as everyone's hair and skin is different and responds differently. Please try a gift basket or travel size if you're unsure how our products will work for you.
If a package is returned to our warehouse as undeliverable, you will be issued a refund for the amount of the order less $15.00 (re-routing fee). If you choose to have your package reshipped, there will be a new shipping fee added.
The following items cannot be returned:
- EssenceTree Gift Cards
- Product Samples
- Individual products purchased as part of a set (the entire set must be returned)
While we are unable to process new orders via the return process, if you wish to replace the item, please place another order online using your store credit.
For your protection and to ensure prompt delivery, we recommend that you send your return via UPS Ground. We're sorry, return shipping fees are not refundable. In the case of damaged items, please refer to damaged items section below.
Please note: EssenceTree products purchased at retail locations must be returned to the retail stores.