Customer Service

If you have a problem placing your order with our online store, please call us toll free at 1-800-545-9309 (U.S. & Canada), or click on the Contact Us link to send us an email.

If you notice that the country you want your order delivered to is not on the list, please check our store-locator to find a distributor near you.

Below is information about Shipping (Methods and Rates). Please scroll down for Returns & Refunds. Make sure you read our Privacy Policy and Terms of Use.

SHIPPING

* Important: If your order will be delivered outside the U.S., it may incur duty/taxes/fees from customs. Payment is the responsibility of the recipient—it is not included in the shipping charge. Before you order, please inquire with your local customs office about potential fees. Package delivery may be delayed due to customs processing.

** Important: Your order will be processed during our normal business hours, which are 9:00 am to 5:00 pm, Mountain Time, Monday through Friday, excluding holidays. Our goal is to ship it within 1 to 2 business days of receiving it. For faster delivery, select a faster shipping method. Delivery times stated below do not include time to prepare and ship your order. 

Please ensure that all shipping information is current and correct. A package that is returned to us due to incorrect information will incur a second shipping charge to be sent again, or we will deduct the shipping cost from your refund for packages that are sent back because of incorrect information.

Your order will be shipped from our fulfillment center in Montana, USA. We offer a variety of shipping options which can be viewed by scrolling further down this page.

We will automatically insure your order if the value is more than $100 and shipped to an address inside the United States, or if it will be shipped to an address outside the United States.

NOTE: A physical signature will be required for your order with a value of $500 or more.

Shipping Rates
The shipping rates that are offered during the checkout process are based on the shipping weight and the shipping address. The store automatically sends a rate request to our shipping partners, who reply with the various options and corresponding costs. These costs include the bulk discounts we receive and a small packaging fee to help defray the cost of materials used to pack the order. We do not make a profit on this fee.

Shipping Methods
Delivery times for the following options do not include the time required to process your order and can be extended due to adverse weather or the holiday season possibly nullifying a delivery time guarantee, if any.

United States Postal Service (USPS) First Class Mail, USPS Priority Mail 2- or 3-Day, and Fed Ex Ground/Home delivery times are based on the shipping company’s estimates, but are not guaranteed. 

The following options may not be available to all addresses.

Orders to be delivered in the United States can be shipped using one of the following options: 

Federal Express 

Home (Ground): Estimated delivery in 2 to 5 business days.

Express Saver: Guaranteed delivery in 3 business days.

2Day: Guaranteed delivery in 2 business days.

Priority or Standard Overnight: Guaranteed delivery by next business morning, or business afternoon to most locations.

U.S. Postal Service

First Class Mail: An economical air mail option, this option will only appear during checkout if the shipping weight is 13 ounces or less. Estimated delivery in 2 to 3 business days.

Priority Mail: Air mail with preferred handling, estimated delivery in 2 to 3 business days.

Express Mail: Guaranteed delivery overnight to most United States addresses, including post office boxes. Delivery Monday through Saturday. A contact phone number is required.

Orders to be delivered outside the United States can be shipped with the following options:

Federal Express

International Economy: Estimated delivery in 3 to 5 business days to most locations.

International Priority Service: Estimated delivery in 1 to 3 business days to most locations.

United States Postal Service

First Class Mail International: Estimated delivery in 10 days to 4 weeks.

Priority Mail International: Estimated delivery in 1 to 2 weeks for some countries including Australia, Canada, Japan, New Zealand. Estimated delivery in 3 to 4 weeks for other countries, including France, Italy, United Kingdom, largely dependent on customs processing.

Express Mail International: Estimated delivery in 4 to 7 days for most countries. This option has minimal advantage over Priority Mail International due to customs processing.

Tracking Your Package
When your order is shipped, an email message with a tracking information is sent to your email address. 

Orders shipped by Fed Ex will receive two messages from TrackingUpdates@FedEx.com. The first message will inform you that your order has been shipped and will have a tracking number. You can track you package at fedex.com. A second message will inform you of the expected delivery day. You will also receive a message if there is an unexpected delivery delay due to weather conditions, customs processing, etc.
Orders mailed through the United States Postal Service will receive a message sent from Alaskan Essences indicating your order has been shipped and will include a tracking number and an estimated delivery day. You can track your package through the web address included in the message, or go to usps.com and enter the tracking number.

If you don’t see the above described email message in your Inbox, please check your Spam Folder. If you have not received any email please contact us.

If delivery of your order is late 
The great majority of packages are delivered on time. If your package is late, try the following:

1) Track your package using the information in the email message sent to you when your order was shipped. If the results indicate your order has been delivered, try the following—
Ask other people in your household if they brought the package into the house.
Look around the door where the package would most likely be delivered.
Ask your neighbors if your package was left with them. (FedEx may do this.)

2) If tracking results indicate your order is late or has been delivered, but you are unable to find it, call Fed Ex or your local Post Office. These resources will best be able to help you. Be ready to share your tracking number. 

3) If the above suggestions are unproductive, please contact us.

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RETURNS & REFUNDS

Customer satisfaction is very important to us!

Exchanges
If you notice something is wrong with your purchase, please notify us a.s.a.p. We guarantee replacement of defective or damaged items. We must be notified of the damage within 10 business days of your receipt of the order. Please save the damaged packaging and the contents until your refund or exchange is arranged. If you can, email us a digital picture of the damage, so we can see what happened (please email to orders @ alaskanessences.com).

Returns
We accept returns on items that are in resalable condition. If you want to be eligible for a return, your item must be unused and in the same condition that you received it. Bottles must have shrink bands intact and kit boxes must be undamaged. Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange. We would appreciate it if you could let us know that you are returning your purchase, including the reason why you’d like to return it.

There are certain situations where no refunds are granted:
- Any item not in its original condition or damaged for reasons not due to our error. 
- Any item that is returned more than 30 days after delivery.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a three business days.

Late or missing refunds 
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us and call 800-545-9309 (US and Canada)

Shipping 
To return your product, you should mail your product to: Alaskan Essences Inc - PO Box 1090 - Victor, MT 59875 - United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

Please call 800-545-9309 or email orders @ alaskanessences.com if you have any questions.