Discover the Inspiring Tale of Natural Healing, Hot Springs and InnovationIn a world filled with remarkable stories of resilience and innovation, one man's journey stands out as a testament to...
Shipping & Handling
Do I qualify for free shipping?
We offer free standard shipping on orders of $50 or more for all US orders!
We also offer free shipping for orders at or above $200 USD for all international orders too!
If you have any other questions, feel free to contact our Customer Care Team at firstname.lastname@example.org for further assistance.
When will my order ship?
All orders require 1-2 business days for fulfillment before shipping out, regardless of shipping method (although we try our best to ship on the same day!). If, by any chance, we are not able to ship your order within 48 hours, we will send you a notification in advance.
Please note business days do not include weekends or holidays.
How long will my order take to arrive?
You order, we process, and then we ship!
Please allow 1–2 business days to process your order. Once it ships, a confirmation email containing your tracking number will be sent to the email address provided at checkout.
Please do note that quoted transit times are estimates and not guarantees.
What are my shipping options?
For domestic orders:
UPS or USPS - Standard Ground, 2-Day Express, Next-Day Express
For international orders:
UPS, USPS, FedEx or DHL - Express Worldwide
Do you ship internationally?
Yes, we ship worldwide.
Do you ship to PO boxes or APO/FPO addresses?
We do not ship to APO/FPO addresses.
Orders & Returns
What's the 60-day guarantee?
We are confident in our products and want you to love them as much as we do, which is why we offer a 60-day satisfaction guarantee.
If, for any reason, you are not satisfied with the results of using our product, return it within 60 days of purchase for a full refund (minus any shipping and handling fees).
Please note that our guarantee policy only applies to products purchased directly from us. We are not responsible for any products purchased from third-party retailers or resellers.
If you have any questions or concerns about our guarantee policy, please don't hesitate to contact us. We are committed to providing the highest level of customer service and satisfaction.
How do I start my return?
Please email us at email@example.com within 60 days of your delivery date. Products must be purchased on onsensecret.com and be in new or gently used condition. Shipping will not be refunded.
Do you accept returns or exchanges for international orders?
If you have purchased an Onsen product directly from our website, www.onsensecret.com, and are located outside of the United States, you are still covered under our 60-day guarantee. This means that you can return your product for a full refund (less shipping and handling costs) within 60 days of your purchase date.
How do I return an Onsen product that I purchased from an authorized retailer?
If you need to return an Onsen product that you purchased from an authorized retailer, please get in touch with the retailer directly to discuss your options.
My products arrive damaged - what should I do?
We take full responsibility for damaged/defective products. Reach out to us at firstname.lastname@example.org with photos of the defective products, and we'll send you new ones right away.
I received the wrong product–what should I do?
We're very sorry about that! Please reach out to our Customer Care Team at email@example.com with your order number along with a photo of your order contents. We’ll take care of it from there!
Can I return final sale items?
Items marked "Final Sale" on a product page are not eligible for return or exchange, nor store credit.
How do I access my subscription portal?
We're here to make managing your subscription as effortless as possible. To get started, check out our video tutorial here for a step-by-step visual guide.
Also, here's a written walkthrough:
Step 1: If you're using a desktop, simply look for the "Account" icon, located at the upper right-hand corner, right beside your cart. For mobile users, tap the menu on the left-hand side, and at the bottom of the menu, you'll find a login button. Give it a tap to access your account.
Step 2: If you haven't registered yet, no worries! You can set up your account quickly. Just be sure to use the same email address linked to your subscription.
Step 3: After logging in or completing your registration, head to the "My Account" section. This is your hub for all things account-related.
Step 4: Seek out the "Subscriptions" or "Manage Subscriptions" tab, and click on it. You're now in your subscription portal.
Step 5: Here, you'll find all your active subscriptions, and you can make changes like pausing, rescheduling, or tweaking your subscription details to suit your needs.
We hope this guide helps you navigate with confidence. And remember, if you run into any hiccups or have questions along the way, our friendly customer support team is just a message away. We're here to ensure your subscription experience is as personal and seamless as can be.
How can I make changes, like pausing or rescheduling, to my subscription?
You have complete control over your subscription. Whenever you need to make changes, it's as simple as logging into your customer profile on our website.
Watch our video tutorial here for a step-by-step visual guide on how to access your portal.
From there, you can easily adjust the delivery schedule of your order to fit your needs. Whether you're planning a vacation or just have too many items at the moment, you're free to pause your subscription while still keeping your special offer and pricing intact.
Also, please don't hesitate to reach out to our support team if you need assistance - we're happy to help!
Can I change my payment method for my subscription?
Of course! Here's how you can do it:
Step 1: Access your Subscriptions Portal. Watch the tutorial here for a step-by-step guide.
Step 2: Navigate to the "Payment Method" section.
Step 3: Add your new payment method by entering the necessary details. Save your changes, and you're all set with your updated payment method.
Remember, if you have any difficulties or need assistance during this process, our support team is ready to help.
What happens if I cancel my subscription after the first delivery?
We understand that circumstances can change. If you decide to cancel your subscription after the first delivery, you will be charged the full price of the items that were included in your subscription. We want to be transparent about this so you can make informed choices.
Can I expect my subscription prices to stay the same?
Certainly! We're dedicated to maintaining the pricing for your subscribed products as long as your subscription remains active.
However, it's important to keep in mind that if you choose to cancel your subscription, and there have been changes in the product pricing, we won't be able to offer you the previous pricing.
How can I enjoy free shipping on my subscription items?
Free shipping is always a nice perk, right? To qualify for free shipping on your subscription items, simply make sure your order meets the minimum requirement of $50 for USA orders and $100 for international orders. If your subscription order falls below this amount, don't worry – we'll apply the most economical shipping rate to your order during the processing stage.
What should I do if I have questions or concerns about my subscription?
Your peace of mind is our priority! If you ever have any questions or concerns about your subscription, please don't hesitate to reach out by phone at 1-877-776-6736, email us at firstname.lastname@example.org, or click on the chat support icon on our website.
Our friendly support team is here to make your experience as smooth as possible, and we're always just a message away. Feel free to get in touch with us anytime you need assistance or have inquiries.
Payments & Refunds
What payment methods do you accept?
We accept all major credit cards as well as ShopPay, Google Pay, Apple Pay, Amazon Pay, and PayPal.
My payment didn’t go through–what should I do?
Sorry about that! Please reach out to our Customer Care Team at email@example.com with any relevant order information for further assistance.
Can I use two different coupon codes for one order?
Only one coupon code can be used per order. If you have multiple coupon codes, you will need to choose which one you would like to use for your current order. To use your chosen coupon code, simply input it into the discount field during the checkout process. Once you apply the code, the discount will be reflected in your order total.
How can I get a refund for my purchase?
If you would like to request a refund for your Onsen purchase, please get in touch with our customer care team by phone at 1-877-776-6736, email us at firstname.lastname@example.org, or click on the chat support icon on our website. Our team will be happy to assist you and guide you through the necessary steps to process your refund.
Where is my refund?
We submit refunds to your bank immediately, but it may take some time before it's properly reflected on your account since the processing time can vary among banks. We kindly ask our customers to wait at least 5-10 business days for the refund to show on their accounts.
If you need any further assistance, feel free to reach out to our Customer Care Team at email@example.com
Can't find what you're looking for?
Send us an email at firstname.lastname@example.org to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).
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