FAQs

What Shipping Methods Are Available?

Essence will ship a customer’s order using the fastest, safest, and most reliable method possible. The most common carriers primarily used by Essence are UPS, USPS and FEDEX.  Every product on the website has been carefully selected to ship by a particular shipping method in order to provide the customer with an optimal delivery experience. When a customer places an order, UPS Ground is set as the default shipping method for each product. Essence reserves the right to select a different shipping carrier, for any reason, to process and ship an order after a transaction has been completed.  You will receive a tracking # the day it ships, usually the day you order.

How Long Will It Take To Get My Package?

Whenever possible, Essence will ship smaller, lighter items via UPS or USPS. These companies provide the fastest and most reliable method of shipping available for many items sold by Essence.  Depending on how close a customer is to the shipping warehouse, an item will typically arrive between 1 and 6 business days after it leaves the warehouse. Shipping timeframes may be affected by natural disasters, inclement weather, or other unpredictable interruptions in air or ground transport, etc. (this list is not all encompassing).

Do You Ship Internationally?

Yes. Essence will ship outside the continental US and internationally. An International shipment will take longer to process and arrive at its destination than a shipment within the continental US. Essence has no control over a package once it leaves the warehouse. Orders can be delayed at customs when leaving or entering different countries. It’s important for customers to be patient as it may take longer for an international shipment to arrive at its destination. These shipments may be subject to additional local fees which are the sole responsibility of the customer receiving the shipment. Essence is not responsible for the payment of any local fees needed to receive a shipment.

What Shipping Methods Are Available?

Essence uses UPS, Fedex, and USPS Priority International to ship overseas.

What Payment Methods Are Accepted?

All Essence transactions are conducted through our merchant bank PayPal.  They accept every credit and debit card in the world for payment so its an easy secure process for consumers worldwide.

Is Buying On-Line Safe?

Yes, our website and PayPal are both secure sites, you’ll see a small lock to the left of our URL that signifies protection via SSL Certificate.

How do I place an Order?

For customers located in the United States, the best way to place an order is the product page automated and secure PayPal check-out system.  For those outside the USA, each product page includes a link to an online order-form, fill it out and submit it to us, we’ll calculate the shipping cost and send you a PayPal invoice.

Do I need an account to place an order?

No account is necessary to order from Essence.

Who should I contact if I have any queries?

If a customer has questions or concerns regarding a product, order, or shipment and delivery information, please contact the Customer Service Department via email at [email protected] or call Essence directly at 727-580-4393. Office hours of operation are Monday-Friday 9 am – 5 pm EST. An email request for information will typically be answered on the same or next business day. Customer Service Representatives are available anytime during the hours of operation to take your call.

How Can I Cancel Or Change My Order?

Essence requires all orders to be placed in good faith. All information (address, phone, email, etc.) provided by the customer must be current and without errors. Essence reserves the right to cancel and void any transaction it deems necessary, for any reason.

All orders placed go through a stringent fraud and security check. If an order cannot be verified as being legitimate or is suspected of fraud, Essence will cancel the order and inform the customer as soon as possible. Essence will also notify the credit card company or appropriate legal authorities associated with any suspected fraudulent purchase or which poses any degree of risk for data compromise.

Please note that Freight, white glove services, and any special delivery arrangements are non-refundable in the event of returns or cancellation of orders. These services are provided for at additional cost to the client when appropriate or at the client’s request. These charges are non-refundable.

Essence reserves the right to refuse retail service to any client for excessive cancellations (three or more during any three month timeframe). Any client meeting these criteria may be subject to having their account locked, blocked, and/or deleted at the the company’s discretion.

How Do I Track My Order?

When an order ships, the customer will be notified via the email address provided in an account or during guest checkout. Included in this email will be a Tracking Number for each shipment, or for each individual parcel within an order shipping in more than one box. Essence encourages customers to track their package online or over the phone with the shipment carrier. Most shipping companies will provide an estimated delivery date. Be sure to contact Essence if anything seems unusual with the progress of the shipment. If an order has been shipped but the customer is unable to locate a tracking notification email, please check the “SPAM” folder or contact Essence at 727-580-4393 for more information.

On rare occasions, a shipment will not have an associated tracking number. When this occurs, Essence will do it’s best to ensure the customer is made aware of this fact after the transaction has taken place. In even rarer cases, providing the tracking number is not possible before delivery of a package. If a tracking number was not sent out before delivery, Essence may add the tracking number to the account history later (if it is received following delivery) in order to demonstrate proof of delivery. If this happens, Essence will not generate an email to the customer updating them with the tracking number, but will simply add it to the customer’s account.

Tracking Numbers are generally issued to the client within 1-3 business days following the shipment of the product.

How Can I Return a Product?

Essence will accept returns for most items within 30 days of receipt of shipment(s) by the customer. For the terms, conditions, and exceptions related to shipping, please continue to our complete terms of service.. This does not include Special Order items, as indicated on the webpage for these products.

If the product you have purchased is incorrect, defective, or not to your liking, please contact Essence as soon as possible. In order to find a solution that best suits your needs, Essence may issue a store credit, refund, or exchange on any qualifying purchase(s) which fall within the 30-day return period and meet eligibility requirements.

Certain products which are returned may be subject to a restocking fee of up to 25%. Please call and speak to a customer service representative prior to ordering if you have questions or concerns about returns or refunds on any merchandise.