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Frequently Asked Questions

ORDER PROCESS

Do I have to register to place an order?
It is not necessary to register to place an order. However, by registering, you can complete future orders more conveniently.

How do I register?
To register for Spa Moments, click "sign in," in the upper right corner of the site. You will then have an opportunity to make an account if you do not already have one.

Can I change or cancel my order once it is placed?
Once an order is placed, it cannot be cancelled or changed; the order will ship as originally placed. Once received, the order can be returned and a credit, less shipping charges, will be issued.

What is the cutoff time for order fulfillment?
Most orders are shipped the next business day. However, this is not a guarantee; fulfillment depends on order volume in our warehouse on any given day.

Can international orders be placed online?
Orders placed on the website can only be shipped to customers in the continental United States.

How do I know if I need to pay sales tax?
Sales tax will be added to orders delivered to select states. Currently, we are required to collect applicable sales tax in Virginia.

PAYMENT INFORMATION

Is it safe to enter my credit card information online?
When you enter your credit card information, you are entering it directly into the credit card processor's secure website. Spa Moments neither stores nor passes your data to the credit card company.

What forms of payment are accepted online?
We accept payment by Visa®, MasterCard®, American Express®, and Discover®.

When will my card be charged for items I order?
We will authorize a charge to your account for the full amount of your order as soon as you place your order. Your card will be charged at 9 p.m. EST for items shipped and shipping charges on your order.

When I try to place my order, I get an error message stating that there has been an authorization failure. What went wrong?
This message means your card has been declined. If you receive such a notice, please contact your issuing bank for further information.

SHIPPING INFORMATION

Do you ship to P.O. or A.P.O. boxes?
We only ship to physical street addresses.

RETURNS & EXCHANGES

What is your return policy?
-Return any product* in new condition and appropriate for resale within 45 days of purchase for a prompt, courteous refund.
-After 45 days, return any product* in new condition and appropriate for resale for a refund, less a 20% restocking fee.
-Items returned to Spa Moments after 90 days will not be accepted for return or returned to you.

*EXCEPTIONS: Copyrighted materials and HAZMAT items.

How long will it take to get my refund?
Please allow 14 days for credit to be processed and issued once returned items are received. Funds will be deposited into your account within your credit card company's policy guidelines.

What if my shipment is damaged?
Please thoroughly inspect shipments, noting damage to cartons on the packing slip. Spa Moments will not be responsible for damage unless noted at the time of delivery. Please keep all packing materials until items have been fully inspected. Contact Customer Service at 1.888-384-2044 within 72 hours to report damage.

Something's missing from my order. What should I do?
Items missing from your order must be reported missing within 72 hours of receipt for replacement.

How do I return something I ordered to Spa Moments?
Here are 4 easy steps to returning your product:

  1. Inspect your return: Make sure that all items are un-opened and in the original packaging. All pieces, parts, printed materials, and accessories must be included for the return. If your return has been opened or is not in the original packaging contact Customer Service at 888-384-2044.
  2. Include a copy of your packing slip in the return. This expedites the return process. If you do not have a copy of your packing slip, contact Customer Service at 888-384-2044.
  3. Package your return to ensure no damage upon return shipment. If items are received damaged, there will be no credit issued.
  4. Returns should be addressed to:
    Spa Moments
    18260 Oak Park Dr.
    Abingdon, VA 24210
    Attn: Returns Department
    NOTE: Return shipping charges are the responsibility of the customer.

How do I exchange something I purchased from Spa Moments?
Fill out the Exchange Form on the back of the packing slip that came with your order. Then simply follow the return packing and shipping guidelines above, including the Exchange Form with your return.

If you have other questions, please contact Spa Moments at:

18260 Oak Park Drive
Abingdon, VA 24210
1-888-384-2044