Get in Touch
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
Get in touch
Frequently asked questions
60 Days money back guarantee
It's about getting you to look beautiful and feel awesome, so feel free to shop with confidence. No questions asked return policy.
You have 60 days from the shipping date to fall in love with your Onsen product or return it for exchange or full refund ( less shipping & handling) your purchase. We pinky swear.
Returns & Exchanges
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.
International Shipping & Duties
Onsen Secret ships internationally. Our customers are entitled to FREE international shipping for a minimum purchase of $200.
International shipments are subject to customs duties/taxes imposed on goods when transported across international borders. Customers will be responsible to handle and pay for any applicable clearance charges imposed by the Bureau of Customs at the country of destination. Please note that Onsen Secret is not responsible for any customs fees levied on your package.
Customs duties are assessed based on the declared value of the goods shipped and may vary depending on the country of destination.
For international orders, it normally takes 5-7 business days. However, there may be uncontrollable delays due to the COVID pandemic.
Wholesale & Distribution
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 visit our website to chat with us.
Why our products don't contain SPF
Our products do not contain any SPF ingredients/actives as they can just harm the skin. SPF contain actives that are designed to remain on the surface, acting as mirrors to reflect and block sun rays. As a result, an oily protective layer blocks the pores and does not let the skin breathe and function at a normal, healthy state. It is therefore not recommended to use typical SPF actives in creams or lotions for they reduce a product’s efficacy and damage the skin rather than really helping.
We only use organic ingredients that are gentle yet effective formulations that have been designed according to the Japanese bathing tradition and Asian healing philosophy will enhance the results you will get from any products used afterward.
I am not sure which products are good for me
We take a holistic approach to skin care and beauty. Therefore we offer a free video or phone consultation with our brand founder and product developer, Mr Doron Santo, to select the best product routine for a perfect match to your skin, lifestyle and your goals.
While Doron's time is quite limited, he prefers to be involved with customer that do care and is here to help and guide you based on 20 years of experience in product development in accordance with Asian healing philosophy and hot springs bathing tradition and healing secrets he practice on himself. To schedule use our chat.
How to get Free Shipping
There is no need for a promo code. Enjoy free shipping for domestic orders over $50 and International orders over $200 Just add your items to cart and free shipping will be automatically applied.
In case that you are not able to reach these minimum requirements for free shipping and you need some help, please contact us and we will see if there is anything we can do with your shipping cost. Our goal is to get you our products without any delays.
Will my order get to me with no issues?
We use USPS (United States Postal Service), FedEx and DHL for deliveries inside the United States and abroad. All of our shipments leave the United States and will likely spend time in the customs for the country where the shipment arrives. We cannot provide any customs clearance estimates, but in most cases, shipments may spend anywhere from one to three days in customs.
IMPORTANT: Any customs or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order.
What about shipping and delivery?
Our fulfillment center fulfills orders within 1 business day (Mon-Fri), a timeline which does not include Weekends or Holidays. Please remember that the delivery of your order is the responsibility of the shipping carrier (USPS, UPS, Fedex, DHL).
Once a package leaves our fulfillment center, you will receive an email notification with tracking number for your order. Please note that we may send your order in partial shipment from different logistic centers based on inventory availability.