Customer Care
PRODUCT QUESTIONS
Please contact us at customercare@desertessence.com or 800.645.5768 with any questions, comments or feedback. Someone from our Customer Care team will be in touch with you within 48 hours.
PAYMENT FORM
For credit card payments, we accept Visa, Mastercard and American Express.
RETURN POLICY
Your satisfaction is our priority. If you are not completely satisfied with your desertessence.com purchase, you may return the product for a refund within 30 days of your purchase date. We will gladly refund the original purchase price of the product. Shipping charges are non-refundable. Simply return the item along with your original packing slip to:
Desert Essence
ATTN: Returns Department
Building # 42
9401 Diamond Drive
North Little Rock, Arkansas 72117
*please include your order number with your return address
For your protection, we suggest you return items via UPS or insured parcel post. Unfortunately, return shipping fees are not reimbursable.
DAMAGED ITEMS ARE OUR ERROR
When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the box to show some wear; however, if damage occurred to the item(s) in your shipment, please email us immediately at customercare@desertessence.com including photos of the damaged item(s). All damages must be reported within 48 hours of receipt.
For the fastest service, please provide the order number along with your email address and phone number. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.
If you’re returning the product because we made an error, please email us at customercare@desertessence.com. We’ll promptly send you a prepaid shipping label to return the product to us.
SHIPPING CHARGES AND DELIVERY ESTIMATES
| Merchandise Total* | FedEx Ground | FedEx 3 Day | UPS 2 Day |
|---|---|---|---|
| Under $49.99 | $15.00 | $18.80 | $19.45 |
| Over $50.00 | FREE | $18.80 | $19.45 |
*Excluding sales tax and shipping fees.
FREE SHIPPING
In order to qualify for free shipping, your order must meet the pre-tax purchase minimum ($50) after any applicable discounts have been applied, unless current promotions state otherwise.
FEDEX GROUND
You will normally receive your order within 7 business days. There are certain times of the year where there may be slight delays. Please review the UPS.com website for further information on any delays they may be experiencing. Desertessence.com is not responsible for any shipping delays.
FEDEX 2 DAY
You will receive your items within 3 business days—1 day to process your order + 2 days shipping.
FEDEX 3 DAY
Your items will be delivered in 4 business days—1 day to process your order + 3 day shipping.
UNITED STATES POSTAL SERVICE (USPS)
You will normally receive your order within 10 business days. This option is only available for P.O. Box, APO, FPO, Alaska & Hawaii shipping addresses.
SHIPPING RULES AND RESTRICTIONS
We normally ship orders within 2 business days of receipt. All orders placed today will process the next business day. Due to an increase in shipments, we may be experiencing delays at the present time. Orders are shipped on business days only. Business days are Monday through Friday, excluding federal holidays within the United States.
You may also choose to upgrade the shipping method for faster delivery, however additional charges will apply. See above for details.
Desertessence.com is only able to ship to one shipping address per order. If you’d like to ship to multiple addresses, please place separate orders for each unique address.
SHIPMENTS TO ALASKA & HAWAII
Expedited shipping is not currently available. USPS Priority must be selected.
P.O. BOXES AND APO/FPO ADDRESSES
Most items may be shipped to a P.O. Box or Military APO/FPO address, but some restrictions apply. Orders being sent to P.O. Boxes or Military APO/FPO addresses must be shipped via United States Postal Service (USPS) Priority shipping. Expedited shipping is not available.
INTERNATIONAL SHIPMENTS
Products purchased at Desertessence.com can only be billed or shipped to destinations within the United States. We regret we cannot ship to Puerto Rico and the US Virgin Islands at this time.
ORDER CONFIRMATION EMAIL
When your order is received, we will send you an email confirming your order.
TRACKING YOUR SHIPMENT
All packages sent via FEDEX will have a tracking number assigned. Your tracking number will be emailed to you when your order is shipped. Please visit our Track Your Order page to view the status of your shipment. It takes approximately 24 hours from the time your order is shipped for the tracking information to be available with UPS. DesertEssence.com is not liable for any lost shipments. The consumer is responsible for claiming all misplaced, lost or undelivered shipments directly with FEDEX.