Returns

COVID-19 UPDATE: 3/17/2020

PRODUCT AVAILABILITY: To date, EarthCalm product availability has not been impacted by COVID-19. However, circumstances are changing daily, and if we become unable to ship orders in a timely manner, we will notify you as soon as possible.

REFUNDS AND REPAIRS
: Effective immediately, in an effort to minimize employee exposure to COVID-19, EarthCalm will be waiting 14 days before opening all incoming mail, including returned merchandise. Please note, this will result in a delay on refunds and repairs. We know that this is not ideal for our customers, but our top priority is the health and safety of our employees and community. Thank you so much for your understanding!

CUSTOMER SERVICE AND SOCIAL MEDIA
: EarthCalm's Customer Service team is experiencing an increase in calls, emails, and social media interactions. This may cause a delay in our response time. We greatly appreciate your patience!

 

Return Merchandise Authorization (RMA) is required for ALL returns:
RMA is only available for qualified products. For more information on our 90-Day Money-Back Guarantee, clickHERE. For more information on our 1-Year Limited Warranty, clickHERE.Customer shall be responsible for paying all duties, taxes, and any other charges required to ship the product. All returns are processed in the order of which they are received, and can take up to 10 business days to complete.Please continue reading for guidelines and FAQ.


RMA for Regular Customers:
1. Sign in, and go to "My Account".
2. Locate the order number for your return (e.g., "AB-12345").
3. Click "View Details", next to the order number, then click "Add New RMA".
4. Select product(s) you will be returning, and reason for return.
5. For Limited Warranty returns you are required to click '+Select File' and add images of your defective product. For 90-Day Guarantee returns, skip to 6.
6. Click "Save RMA Request", and then click "ok" to confirm.
7. Wait for approval. EarthCalm will respond to your request within two (2) business days. Sometimes, response emails will end up in your JUNK or SPAM folder. Be sure to check there, and if you still don't see it, contact customerservice@earthcalm.com.
8. Do not ship product(s) until you receive the authorization email. Follow the instructions in the authorization email, and remember to write your RMA # on the outside of your package.

RMA for Guest Orders:
1. Email customerservice@earthcalm.com to request a return. Be sure to include the order number in your email. For warranty returns, include images of the product for approval.
2. Wait for approval. EarthCalm will respond to your request within two (2) business days. Sometimes, response emails will end up in your JUNK or SPAM folder. Be sure to check there, and if you still don't see it, contact customerservice@earthcalm.com.
3. Do not ship product(s) until you receive the authorization email. Follow the instructions in the authorization email, and remember to write your RMA # on the outside of your package.

Package Insurance:
We highly recommend adding package insurance to all returns. EarthCalm is not liable for lost, damaged, or stolen packages. Our Returns Department will not notify you when we receive your return, so we recommend tracking your package through your carrier.

Repairs:
Warranty repairs can take up to two weeks to complete. We appreciate your patience! If guidelines are not followed, returned product(s) will not be accepted.

Refunds:
EarthCalm processes refunds after the return has been accepted. Then, it can take an additional 10 business days for your credit card company to process. To verify your refund, please check your credit card transactions. If you haven't seen the refund on your credit card transactions by 20 days of return delivery, please email customerservice@earthcalm.com. *Refunds do not apply to products after the 90-Day Guarantee expires. *Refunds do not apply to any shipping costs. *Refunds do not apply to any non-refundable fees for custom products. *Refunds do not apply to any bundle discounts, so when only part of a bundle is returned, the discount will be deducted from the refund.

Past 90-Day Deadline:
We do not accept products returned after 90 days, unless you have written consent from EarthCalm. Typically, we will only extend the deadline if we are at fault for delayed shipping time.

Exchanges:
EarthCalm does not allow exchanges. You can return any qualified products within 90 days of purchase, and place a new order for the other products.

Return products purchased from other company:
If you did not purchase directly from EarthCalm, you cannot return your products to us. Contact the seller. Authorized Distributors are required to extend EarthCalm's 90-Day Guarantee and Limited Warranty, and handle their own customer returns.

If you don't see the answer to your question in FAQ, email customerservice@earthcalm.com.