FAQ – RE:ERTH USA

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Ordering

What forms of payment do you accept?more

We are pleased to accept all major debit and credit cards through Shopify Payments and Paypal.

How do I know if my order has been placed?more

You’ll receive a confirmation email once your order has been placed. You can also view order status on your Account page. The Order Confirmation email you receive does not confirm that your order has been fulfilled and shipped.

Once your order is fulfilled and on it’s way to you, we will send a second email, Shipment Confirmation with your shipment details. Please note: Products on our website are not available to purchase for commercial and/or resale purposes. If you’d like to discuss commercial arrangements, please email hello@reerthus.com directly.

How do I cancel/modify my order?more

Please email us at hello@reerthus.com if you’d like to cancel or modify your order. We usually process orders quickly, but we’ll do our best to accede to your request.

Can I use multiple promo codes at checkout?more

You can only use one promo code per order.

Where do I input a promo code?more

Promo codes are input at the Checkout page section.

Shipping

Where does RE:ERTH ship to?more

RE:ERTH is founded by global citizens, for global citizens. We ship globally from USA and all prices displayed on our website are in US Dollars (USD).

What are the shipping charges?more

Select which courier you’d like to use in the Checkout page.

Please note: International orders may be subject to import taxes, duties and custom fees, which are levied once the package reaches its destination, and are the responsibility of the recipient.

Please also note that we are not responsible for refunds if:
Parcels are refused due to high duties and taxes.
Parcels are not picked up by the recipient at the local holding facility.
Parcels cannot clear customs because of restrictions.
Items that are missing due to Customs confiscation.
Inaccurate or incomplete shipping address.

When will my order ship?more

We understand how important it is to get your shopping to you as quickly as possible! We will process your order within 2 working days and the Order Shipped email will be sent to you. Should you be unavailable to receive your parcel when the delivery is first attempted. Subsequently, if the delivery fails, your parcel will be stored with our courier and you would have to arrange delivery accordingly with them.

How do I edit my shipping address?more

Please email hello@reerthus.com

What do I do when I have problems with my tracking number?more

We are sorry to hear! Most of the time, the courier takes 1-2 business days to register your shipment status. If the tracking number still does not work, please email hello@reerthus.com and we will sort it out for you.

Returns & Exchange

Can I exchange/refund my purchases?more

At RE:ERTH, we are dedicated to quality and providing a minimalistic, gentle approach to healthy, mochi-skin. If for any reason you don’t feel satisfied with the product(s) you’re using, you may return the product(s) within a maximum period of 30 days from the date of purchase. Full terms and conditions are available on our website. To initiate a return, please contact us at hello@reerthus.com with your name, order number, and reason for refund.

What happens if I receive a damaged / defective product?more

Please inspect your products for any damage or defects upon shipment arrival. Should there be a product damage / defect, please contact us immediately at hello@reerthus.com. Please provide the order number along with clear photos and your phone number for a quicker reply. To ensure prompt resolution, please keep the original shipping package and the damaged / defective product for inspection. Upon acknowledgement and confirmation from our end, we will provide you instructions for returning the damaged / defective product to us at your expense, and any replacement for a damaged or defective product will be shipped to you free of charge.

You should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Send your item to:

RE:ERTH USA

638 E Palmdale Ave Orange, CA 92865 USA

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you an exchange.

What should I do if I receive the wrong product?more

We are terribly sorry for the mistake! Please contact us at hello@reerthus.com and we’ll get it sorted out quickly!

Please note: Gift Cards and Reward Petals are non–returnable /exchangeable items.

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