FAQS

FAQs

If the questions below didn’t answer your question please contact us at:
jcoon@gmail.com

I ordered multiple items from online, but only received one. Where are the rest of the items?

Online orders can sometimes come from different warehouses or in batches. If you only receive part of your shipment, don’t worry, you’ll receive tracking on the rest of the items soon.

 My credit card was charged multiple times, why?

When you complete a checkout, your credit card company puts an authorization for the order amount on your card. This money has not been paid to Essentia Outpost; rather your card company has put a hold on it for you while you check out. If your address information fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the authorization between 3-5 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be authorized multiple times.

 

I emailed customer service, how long will it take them to respond?

Expect a response within 24-48 hours from our support team. Please allow more during weekends and holidays. A representative is available Monday-Friday 9am-5pm PST.

 

When should I expect a tracking number, if I didn't receive one yet?

A domestic customer should receive a shipping confirmation email within 3-5 days of purchase. An international customer should receive a confirmation email within 5-7 days of purchase. If you don't see it, check your spam folder, it may have been sent there.

 

What do I do if tracking is telling me my label has been created, but it's not telling me where it is?

There are two things that can be happening. 1) The shipment is being processed currently or 2) The carrier missed the initial scan when they picked up your order. Tracking will be updated as soon as the carrier scans the shipment. If it does not update for multiple days please contact jcoon@gmail.com to locate your order.

 

I have two orders and would like to combine them into one and refund the balance, can I do that?

Sorry, we are unable to combine shipments on more than one order.

 
I want to change the address in which my order is being shipped to or pick it up from a carrier’s office, can I do that?

Unfortunately No, Essentia Outpost only ships to the customer's billing address and cannot be rerouted to a different address.

 

I entered the wrong postal/zip code or apartment # and notice that the package is now being returned to sender, what are the next steps to have my package reshipped to me?

Once the package has been returned to our warehouse, we will reach out to you in regards to any address issues. Please allow 2-4 business days for us to process and reship once we have received your package.

 

I ordered from online, can I pick up in store?

Unfortunately, you cannot order online and pick up in store.

 

My online order just came in; can I return it for a full refund?

You can receive a refund if we at Essentia Outpost made an error. If you are refunding because of something not in our control we will not be able to cover return shipping expenses. Other fees my-apply, when submitting a refund. For full details check out our Shipping and Returns Page

 

Can I cancel an order I just placed?

If you wish to cancel your order, we will do our best to do so; however, once the order is acknowledged by our warehouse, it’s more difficult to stop the process.

 

I’m on the tracking page but my order isn’t showing up, what’s going on?

Orders that haven't been shipped or scanned by the carrier won't show up on the tracking page. Please allow 3-5 business days for this information to appear.

I placed an order but I didn't receive a confirmation email, did my order go through?

Order confirmation emails can be delayed, and sometimes end up in your spam folder. As long as you received an order number during checkout then your order did go through. Save your order number for your records and in case you need to contact us.

 

How can I make changes to or cancel my order?

Please contact customer support at jcoon@gmail.com. Please note: we are unable to process cancellation requests once an item ships.

 

Why was my order canceled?

Please contact customer support at jcoon@gmail.com