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Customer Service

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We hope that every aspect of your interaction with Dropwise Essentials is pleasing and that this site and our products meet or exceed your expectations. Below is a summary of our company policies which should help answer any questions you may have about ordering from us. If you cannot find answers to your questions here then please email us your questions at info@dropwise.com and we will be happy to answer them. We accept orders online through our secure shopping cart.

 


Email & Privacy Policy

We value your privacy. We never rent, sell, share or exchange your personal information or your email address to or with third parties or anyone outside of Dropwise Essentials. All customer and transaction details are maintained in the strictest privacy. Orders placed on this site are routed to a secure server for processing. We use the information we collect about you (name, phone number, fax number, e-mail address, billing address, and delivery address) to process orders, and to notify you of your order status. We monitor customer traffic patterns and site usage to help us improve the design and layout of the store. Occasionally we may request certain (optional) information from you to provide a more personalized shopping experience.

We may also use the information we collect to notify you from time to time about important changes or additions to the Dropwise web site, new products, sales, and special offers we think you'll find valuable. Each message you receive from us contains a hyperlink at the bottom enabling you to instantly opt-out if you decide you no longer wish to receive this information. Should you decide to unsubscribe from our email list and later change your mind, you can always return to the site and re-subscribe quickly and easily.

 


Ordering through our Web Site

When you submit your shopping cart order, you will receive an auto-response e-mail order acknowledgment letting you know your order was sent to us. If you do not receive this initial email confirmation then most likely your order was not successfully submitted. If you are concerned that your order did not go through, send an email inquiry to orders@dropwise.com to confirm that we received it. Include the words Order Confirmation Inquiry in the subject line. Please be as specific as possible regarding details of your order (date and time it was placed, what items you ordered, and in what quantities, as well as any special instructions you included).

When your order is shipped you will receive an email confirmation with the method of shipping that was used and related tracking information.

If you experience any difficulty placing an order through the web site, please call our toll-free customer service line at 866-418-1682 (Monday through Friday 11am to 6pm PST) and we will be happy to assist you with placing your order. If we are not available to answer your call, please leave a detailed message describing the nature of the problem you are experiencing and include a daytime phone number where you can be reached. Someone will return your call as soon as possible. For a faster response, send a detailed email message describing the nature of the problem to customerservice@dropwise.com. Include the words Order Problems in the subject line.

 


Discount Codes/Coupon Codes

Coupon codes purchased through third party sites may not be combined with each other or any other coupon code. Please carefully review the terms on your promotion as each may vary.

 


Order Processing

Most orders are processed and shipped within 24 to 48 hours of receiving the order. However, our standard turnaround is 2 to 3 days. Please allow additional time during peak holiday seasons or around special occasions like Valentines Day, Mother's Day, and Graduation. In order to maintain maximum freshness and shelf life for most of our products, we don't carry large amounts of inventory except during peak times like the holiday season. Orders received on Fridays after 2 PM Pacific Standard Time will be processed the following Monday.

Sometimes an item you order may need to be made when we receive your order and this can add a few extra days to the order procesing time. On rare occasions, if ingredients required to make a product that is out of stock at the time of an order, become out of stock themselves, it can take an additional week or so to complete the order. In the case of certain items like the nebulizing diffusers, items can frequently go in and out of stock and this is often dictated by our suppliers' available inventory. We will always notify you if your order can't be processed and shipped within 3-5 business days.

If you require expedited order processing please indicate your request in the special instructions area of the shopping cart and we will do our best to accommodate you.

 


Changes & Cancellations

To change an order you have already placed it must be cancelled entirely within 4 hours, and replaced with a new order. We cannot guarantee that requests for changes to orders or order cancellations received more than 4 hours after the order was placed will be honored. You will be responsible for all shipping charges incurred on orders that are not cancelled within the first 4 hours.

 


Return & Exchange Policy

Your satisfaction is important to us. We stand behind our products with a 100% customer satisfaction policy. We are very confident that you will enjoy our products. If for any reason you are not happy with the quality of our products or find them to be defective in any way, please return the unused portion with a brief explanation of why you are returning it, and we will either exchange it for another item of your choosing or give you a refund, less the original shipping charges.

If there is a problem with your order when you receive it, please contact us immediately. In the unlikely event that we made an error in processing your order we will ask you to return the incorrect items at our cost within 15 days of delivery, and send out a replacement upon receipt of the returned items. We pay the shipping charges for returns due to our error. All freight and handling charges on other returned goods are the responsibility of the customer. If you are returning an item for exchange we will waive the shipping charges on the new item. All returns must be made within thirty (30) days of receipt of your order. A 20% re-stocking fee may apply to certain returned items.

If you return an item to us for refund or exchange we recommend you use a carrier like UPS or FedEx so it can be easily tracked. If you use USPS to return an item we recommend you send it via Priority Mail with Delivery Confirmation and Insurance. We cannot accept responsibility for returned items that have been lost or misplaced by the post office.

Please do not return any items to us before contacting us to obtain a return authorization. We will not be responsible for returned items that have not been previously authorized for return.

 


Damaged or Lost Goods

Please inspect packages upon arrival. Should you receive goods damaged in transit, carefully verify the extent of damage, keeping all packing materials and the box as is, and then notify UPS right away (i.e. within 5 business days of receipt) to arrange for a UPS representative to come and inspect your package. Make sure you notify us right away too, so we can begin processing your claim and prepare a replacement order. We cannot replace damaged merchandise until the package has been inspected by UPS and a claim number has been issued. For items shipped via USPS Priority Mail, contact us immediately so we can arrange to send a replacement and we will instruct you further regarding what to do with the original item you received.

 


Partial Orders and Back Orders

There may be times when a product is temporarily out of stock or has been discontinued. You will be notified of discontinued or out-of-stock items and given an estimate of when they are expected to be available again. If you order multiple items and some are out of stock, we will ship out and charge you only for the items that are in stock at the time the order is placed. If you would like us to back-order items that are out of stock then please tell us so in the special instructions area in your shopping cart before submitting your order.

 


International Orders

We now offer International Priority Mail on orders shipping to Canada, Japan, Australia, the United Kingdom and a handful of other Western European countries. All sales for international orders are FINAL. We do not accept returns of items unless they are defective or were sent in error.

Please do not return any items to us before contacting us to obtain a return authorization. We will not be responsible for returned items that have not been previously authorized for return. 

 


Payment Methods

We currently accept the following forms of payment: Visa, MasterCard, American Express,  and Discover. You may also pay using your PayPal account

 


Shipping

We ship most packages via USPS Priority Mail with Delivery Confirmation and Insurance (for orders valued over $50).We also offer UPS Ground, 2nd Day Air, and Overnight. We may at our discretion, select other carriers or methods of shipping in order to keep shipping costs reasonable. Unless otherwise noted, standard shipping charges are waived on domestic orders over $85.00.

 


Sales Tax

We are required by law to charge 8.5% sales tax on all orders shipped within the state of California. Orders being shipped to any other destination in the U.S. will not be subject to sales taxes.