DISCLAIMER | FAQS

 

 

Q: What are your customer service hours?

A. Tuesday through Friday 10:00 am - 5:00pm. Closed on Thanksgiving Day and the day after, Christmas Eve and Christmas Day, New Years Eve and New Years Day. (Hours are subject to change, please check periodically for holiday hours)

 

Q: What are the requirements for placing an order?

A: All orders must be a minimum of $100.00 before shipping costs are added; if an order is received that does not meet this requirement it will not be processed. We will make an attempt to contact via phone and/or email to advise additional items must be added. Order will be updated, additional payment must be received for the difference of the order (including difference of shipping if applicable) and order can be fulfilled. IF your order is being shipped, status updates will be emailed. 

 

Q: How do I request a refund if I made an error in placing my order?

A: We do not issue refunds unless you contact us on the same day the order is placed. After that timeframe we can only issue a store credit that can be applied to a future order. DUE TO THE CURRENT LIQUIDATION ALL SALES ARE FINAL.

Q: How long does it take to process an order if I place my order onsite at the distribution center?

A: There is a minimum 2 hour processing time for all orders whether online or in-store. To provide the best service, we suggest that all orders be placed before 1pm. Please be advised that any order placed after 1pm cannot be guaranteed for same day pickup. Any order placed after 1pm on Friday may not be processed until Monday during regular business hours 10:00am-5:00pm.

 

Q: Why does it take 2 hours to process an order? 

A: We receive orders 24/7  by phone, in person and online. All orders are processed in the order in which they are received. You will receive an email with the tracking information (if your order is being shipped) or a phone call once your order is ready for pick-up. We appreciate your understanding and patience as we can make sure every order is fulfilled correctly.

 

Q: Why must I sign for my order when I have a pick-up before leaving the retail floor or bay area?

A: Signature is required as verification and agreement of all order contents and conditions before leaving the building.

 

Q: What is the process if I received the wrong item or a damaged item?

A: Any defective orders must be submitted within 7 days from the date received. Any orders missing items or if you receive the wrong items you must call within 2 days of receiving your order.  We ask that you provide pictures via email to be placed on the record of your account. Please email to cassondra@heavenlybodproducts.com AND alita@heavenlybodyproducts.com with titled: REPORTED DAMAGE FOR ORDER #____ . All requests are processed within 48 hours of date received (during operating days of business), any requests received after 2pm will not be processed until the following business day. ALL ITEMS ARE FINAL SALE. We believe in great customer service and will receive information of any concern or issue.

 

Q: Why am I charged a 3% processing fee?

A: There is a processing fee for all orders processed via  phone using the payment method of a credit card.

 

Q: Why may my shipping rate be separate from the items placed in my previous/original order?

A: All carriers have increased their shipping rates due to the increase in the price of fuel. Our current system is being updated to reflect these changes. All shipping quotes are estimates. Final shipping costs are calculated when the order is fulfilled and prepared for shipment. Therefore, when the order is weighed the the exact shipping rate may not reflect the  carrier's update rate.

 

*THIS ONLY APPLIES TO ORDERS THAT WILL BE SHIPPED OUT, NOT ORDERS SET FOR PICKUP.

Q: Why do I have two separate charges for shipping costs for my order?

A: All orders must be pre-paid before they are processed. When an order is first placed the initial shipping rate estimated based on carrier rates. Final shipping costs are determined after the order has been fulfilled, boxed and prepared for weighing/scaled. If additional shipping costs are required for delivery, you will be contacted so that payment can be received to cover the difference. Additional costs may be required for orders with items that are heavy in weight or if multiple boxes are needed for shipment. 

 

Q: How do I submit my information to qualify for Sales Tax Exemption?

A: Email your Sales Tax Certificate to cassondra@heavenlybodyproducts.com or alita@heavenlybodyproducts.com. Once your document is received, reviewed and approved your account status will be updated within 24 hours on the next business day. 

 

Q: Are your oils premium grade?
A: Yes, all of our essential, body and air freshener / burning oils are premium grade oils- which means they have not been cut or diluted with any substance.

 

Q: If I miss picking up my order during business hours, can my order be placed outside of the building?

A: Items can only be picked up inside the store, in order for protocol to be followed and we know that you have received your order.

 

Q: Why am I being asked to pick up my order from the bay area of the distribution center?

A: Our valued customers who are getting larger orders fulfilled are asked to receive your order in our VIP area located in the back of the distribution center, please look for the HBP Bay #2571.

We don't represent our products to be from the original designer brands nor do we represent them to be exact copies and therefore we do not violate any copyright/trademark laws. Also let it be known, that this web site has no affiliation either, and is not associated or sponsored by any of these trademark owners. Any referrals to branded and trademarked names are made purely for comparison purposes only. We basically ask the consumer to evaluate the cost, style, fragrance character, ingredients and quality of the designer brand products to Heavenly Body Products.

 

Q: What is the process/procedure for items that are pre-ordered? 

A: All pre-order items are fulfilled once the pre-ordered item is back in stock. All orders are processed in the order in which they were received. We continuously make every effort to keep our site as accurate as possible. Orders are processed in the order in which they are received.