FAQs

Have questions? Need more information? Have an idea or just want to share....please let us know. We are here to help from 9am-9pm Pacific Standard Time (PST).  You can reach us via Phone: +1-650-300-4941 , Toll Free: 1-877-776-6736, Email info@onsensecret.com or Chat With Us 

Frequently asked questions

How can I return my Onsen products purchased from an authorized retailer?

Please contact the original retailer directly to discuss the options available to you. Simply contact us by phone, email or chat during our normal operating hours and we will provide you with the necessary steps to complete the process.

How can I return my Onsen products purchased directly from Onsensecret.com?

If you have purchased your product directly from www.onsensecret.com, you are covered with our 60-day guarantee and may return your item for a full refund (less shipping and handling costs).

Simply contact us by phone, email or chat during our normal operating hours and we will provide you with the necessary steps to complete the process.

Do you offer returns/exchanges for international orders?

If you have purchased your product directly from www.onsensecret.com, you are covered with our 60-day guarantee and may return your item for a full refund (less shipping and handling costs).

Simply contact us by phone, email or chat during our normal operating hours and we will provide you with the necessary steps to complete the process.

My item arrived damaged, what should I do?

To assist you and walk you through the necessary steps, please get in touch with us by phone - Customer Care (877 776 6736), email (info@onsensecret.com) or Click Here to Chat with support

I received a wrong order, what should I do?

To assist you and walk you through the necessary steps, please get in touch with us by phone - Customer Care (877 776 6736), email (info@onsensecret.com) or Click here to chat with support

How does the 60-day money back guarantee work?

If you have purchased your product directly from www.onsensecret.com, you are covered with our 60-day guarantee and may return your item for a full refund (less shipping and handling costs).

Simply contact us by phone, email or chat during our normal operating hours and we will provide you with the necessary steps to complete the process.

If you have purchased from somewhere other than our website, please contact the retailer directly to check their refund / return policy.

I bought a product from your retailer but it is already expired. What should I do?

To assist you and walk you through the necessary steps, please get in touch with us by phone - Customer Care (877 776 6736), email (info@onsensecret.com) or Click here to chat with support

I bought a product from your retailer but it is damaged. What should I do?

To assist you and walk you through the necessary steps, please get in touch with us by phone - Customer Care (877 776 6736), email (info@onsensecret.com) or Click here to chat with support

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