Customer Service

How do I order?
Common problems ordering
How do I search for an item I want to buy?
How do I pay and is it safe to use my credit card?
What is Address Verification and why do you use it?
How are my packages shipped?
How much is shipping?
How long will it take to get my order?
What is your return policy?
How do I return an item?
What if I receive a damaged or incorrect item?
How long does it take to receive a refund?
What if I need more help?

How Do I Order
Ordering Online:
After filling your shopping cart with the desired items, proceed to checkout to select shipping options and securely enter you payment information.

Ordering Online with Mail in payment:
If you prefer, you can create your order online and select "pay off-line" which allows you to mail in your payment.
Make checks payable to “The Spa of Essex and mail to:

The Spa of Essex
63 South Main Street
Essex, CT 06426

Ordering by Phone:
You can call The Spa of Essex to place your order directly. Our telephone number is (860-767-7796). Please have your credit card information available (ready) when calling.

Ordering by Fax:
You can fax your order to (860) 767-2959

Common Problems Ordering:
These are some of the most common solutions to ordering problems.

• Call your bank or financial institution to make sure you are entering the exact billing address on your account
• Make sure you are not using any apostrophes in your contact info (for example: if you're name is O'Reilly, type as OReilly instead)
• Try restarting your computer
• Order by phone at (860) 767-7796
• Order by Mail with Check or Money Order

If these solutions don't work, please contact us

How do I Search for an item I want to buy?

How do I pay and is it safe to use my credit card?
We accept Visa, Master Card, and PayPal for all ordering. Checks and money orders can only be sent through the mail. It is 100% SAFE to use your credit card at thespaofessex.com. We use leading edge SSL encryption technology to insure that your personal information is completely secure. For more information on privacy at thespaofessex.com, please read our Privacy Statement.

What is Address Verification and why do you use it?
AVS is a tool employed by merchants like ourselves to help eliminate / minimize credit card fraud. When a customer submits their credit card billing address during checkout, this address is automatically compared with the information on file for this credit card with MC or Visa respectively. If this information does not match EXACTLY, we cannot process the order since we are 100% financially responsible if we process an order that turns out to be fraudulent. Most of our customers greatly appreciate our "zero tolerance" approach to credit card fraud.

How are my packages shipped?
The Spa of Essex determines the most efficient shipping for your order. The carriers we use are United States postal service (USPS) and United Parcel Service (UPS). All Rush Delivery orders are shipped via UPS and delivered Monday - Friday only. Rush Delivery is not available for PO Box, APO and FPO addresses.
All shipments to Canada are shipped UPS. Upon delivery to an address in Canada, UPS will require payments of all customs duties, taxes and brokerage fees. These are independent from The Spa of Essex shipping costs.
 
How much is shipping?
Domestic Shipping & Handling Rates

Alaska-Hawaii-Puerto Rico Shipping & Handling Rates

International Shipping & Handling Rates.

* Oversized items may require additional shipping & handling costs. Customers will be contacted by email or phone before additional shipping charges are applied. Next Day Air Service is not available to Puerto Rico and other U.S. territories.
Please be aware that all international shipments are possibly subject to customs surcharges and delays. All shipments to Canada also incur a brokerage fee.
** Call (860) 767-7796 for additional rates for International orders needed within 2-10 business days.
Shipping Questions? Email us at: info@thespaofessex.com or call customer service @ 1-860-767-7796.

How long will it take to get my order?
"Merchandise Ordered Today Ships Today" means all orders are fulfilled and shipped out within 24 hours. Orders placed by 1:00pm EST with Rush Delivery will be shipped out the same day. Please note orders are shipped out Monday - Friday only.
Based on your shipping service chosen, your order should arrive in:
Fast: 3-7 Business Days* Ground Service (UPS or USPS)
Faster: 2-3 Business Days Rush Service (UPS)
Fastest: 1 Business Day Next Day Air Service (UPS)
* Please allow 3-14 days for orders shipped to Alaska, Hawaii, Puerto Rico and all other US Territories.

International Orders
COUNTRIES WE CURRENTLY SHIP TO:

• Australia
• Austria
• Belgium
• Canada
• Denmark
• Finland
• France
• Germany
• Great Britain
• Ireland
• Italy
• Japan
• Netherlands
• New Zealand
• Norway
• Poland
• Portugal
• Scotland
• Spain
• Sweden
• Switzerland
• United Kingdom
• United States

This is a complete, current, and accurate list. If your country is not listed, we do not offer shipping to your country.

What is your return policy?
Shipping is non-refundable.

Refused and undeliverable orders will be refunded for the merchandise cost. Orders will be reshipped at the customer's expense. Please note that international orders that are refused will incur a surcharge that will affect any refund.

How do I return an item?
Simply follow the directions on the back of your Packing Slip. If your Packing Slip is not available, then simply send the item back with your full name, address, email address and daytime phone number. Just let us know if you would like another item in exchange or a refund for the cost of that item. There are no additional shipping and handling charges on exchanges and items are shipped out within 24 hours of processing your return. Please send all returns to the following address:

The Spa of Essex- Returns Department
63 South Main Street
Essex, CT 06426
(RMA #)

Please note that all returns must be received in original condition and that you are responsible for ensuring that we receive the item.

What if I receive a damaged or incorrect item?
If any package or items appear to have been damaged in transit, please send the item in question back First Class mail or UPS. Just let us know if you would like a replacement or a full refund. If you have any questions or problems please just email info@thespaofessex.com or give Customer Service a call at (860) 767-7796.

How long does it take to receive a refund?
Refunds are processed to your original form of payment. Once a return has been processed, a credit card refund can take up to 7 business days to appear on your account and refund checks are processed weekly.