FAQ
Welcome to the Essntl Health FAQ — your go-to resource for quick answers about our supplements, orders, shipping, subscriptions, and community wellness challenges. We’ve gathered the most common questions to help you shop with confidence and clarity.
If you don’t see your answer here, our Contact page is the best place to reach us directly. Our team typically responds within 1–2 business days (Monday–Friday).
Frequently Asked Questions
Orders & Purchases
Can I change my order after placing it?
Can I change my order after placing it?
We understand mistakes happen! If you need to update your order (change the shipping address, adjust items, or add notes), please reach out as soon as possible:
- Live Chat: Use the chat box on our website during business hours for the fastest response.
- Email: orders@essntlhealth.com
We’ll do our best to accommodate your request. However, because we aim to fulfill and ship orders right away, changes aren’t always possible once your order has entered processing. If we can’t catch it in time, you may need to place a new order instead.
Can I cancel my order?
Can I cancel my order?
Yes, if your order hasn’t shipped yet. A 5% restock fee applies to cancellations—this simply covers non-refundable credit card processing costs.
Why is there a 5% restock fee?
Why is there a 5% restock fee?
Credit card companies charge us processing fees whether or not an order is fulfilled. The fee ensures we can continue offering competitive pricing without passing hidden costs onto all customers. Please know this is not a source of revenue for us.
How long will it take to get my refund?
How long will it take to get my refund?
Once we approve a refund, we release the funds immediately on our end. However, banks and credit card companies take time to process these transactions. In most cases, you’ll see the refund reflected in your account within 3–7 business days. Some institutions may take slightly longer depending on their policies.
If it’s been more than a week and you haven’t seen the refund, we recommend checking with your bank or card issuer first, and then reaching out to us at orders@essntlhealth.com if you still need help.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Most orders ship within 1–2 business days from our fulfillment center. Once your order has shipped, delivery times depend on the carrier and service you select at checkout:
USPS
- Ground Advantage: Typically 2–5 business days depending on your location.
- Priority Mail: Usually 1–3 business days nationwide.
UPS
- Ground: Generally 1–5 business days depending on distance from our warehouse.
- 3 Day Select: Guaranteed delivery within 3 business days.
- 2nd Day Air: Delivery within 2 business days.
- Next Day Air: Guaranteed next-business-day delivery (where available).
You’ll receive a tracking link via email as soon as your order ships so you can monitor progress in real time.
How long until my order ships out?
How long until my order ships out?
We work hard to ship orders the same day or the next business day whenever possible.
Occasionally, certain items may be on backorder or require extra handling time. If your order hasn’t shipped within 3 business days, we’ll proactively contact you with an update and options to adjust, substitute, or wait for restock.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Do you offer international shipping?
Do you offer international shipping?
At this time, we only ship within the United States.
Why does my tracking say “Delivered” when I haven’t received my package?
Why does my tracking say “Delivered” when I haven’t received my package?
This can occasionally happen—especially with USPS shipments. Sometimes carriers mark a package as “delivered” when they’ve closed out their route for the day, even though the package hasn’t actually reached your doorstep yet. In most cases, the package arrives within the next 24–48 hours.
If this happens:
- Check nearby: Sometimes a package is misdelivered to a neighbor or left in an unexpected spot (side door, garage, building office).
- Wait a day: Many customers find the package shows up the next day.
- Still missing? If more than 48 hours pass and your package hasn’t arrived, contact us at orders@essntlhealth.com so we can help track it down.
What if my package is lost or stolen?
What if my package is lost or stolen?
Please reach out to us if your tracking shows “delivered” but you haven’t received your package. We’ll work with you and the carrier to resolve the issue.
Returns & Exchange
Do you accept returns?
Do you accept returns?
Because supplements are ingested products, we take safety and quality control very seriously. For that reason, we cannot accept returns once products leave our facility. This ensures:
- Product integrity: Every bottle that ships from us is brand new, factory-sealed, and has been stored under proper conditions.
- Health & safety: Returned supplements cannot be resold, even if unopened, because we cannot verify storage conditions after leaving our warehouse.
- Customer trust: You can always be confident that the product you receive is fresh and has never been handled by another customer.
If your order arrives damaged, defective, or incorrect, we’ll gladly make it right—just contact us within 7 days of receiving your package.
What if my order arrives damaged or incorrect?
What if my order arrives damaged or incorrect?
If we make a mistake or your order is damaged in transit, please contact us within 7 days and we’ll make it right at no extra cost.
Subscriptions & Auto-Deliveries
How does the subscription work?
How does the subscription work?
Our subscription program makes it easy to stay stocked on your essentials—no need to reorder every month. Here’s how it works:
- First order: You’ll receive 5% off your initial subscription purchase.
- All future orders: Enjoy a 10% discount on every recurring shipment. Flexibility: You can pause, swap products, change frequency, or cancel anytime through your account dashboard.
How do I manage my subscription?
How do I manage my subscription?
You’re in full control of your subscription at all times. To make changes:
- Log into your account on our website using the same email you used to purchase.
- Go to “My Subscriptions.”
From there you can:
- Pause or skip a shipment
- Swap products or change quantities
- Update your delivery frequency
- Update your shipping address or payment method
- Cancel anytime
If you run into any issues, just email us at orders@essntlhealth.com or use our live chat, and we’ll be happy to help.
Can I change items in my subscription?
Can I change items in my subscription?
Yes, you can swap products or adjust delivery frequency in your account before your next order processes.
Will I be notified before my subscription renews?
Will I be notified before my subscription renews?
Yes! We’ll send you an email 4 days before each renewal so you have time to make changes—like skipping a shipment, updating your address, or adjusting the products in your subscription.
When will I be billed?
When will I be billed?
Subscriptions bill on a recurring schedule based on your chosen delivery frequency. You’ll be charged automatically prior to each shipment.
Payments & Refunds
What payment methods do you accept?
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Discover, PayPal, Shop Pay, Apple Pay, and Google Pay. All payments are processed securely through encrypted checkout systems.
When will my card be charged?
When will my card be charged?
Your card (or digital wallet) is charged immediately upon completing checkout. Subscription renewals are billed automatically on the schedule you select.
How do refunds work?
How do refunds work?
If we issue a refund, the release of funds is immediate on our side. However, most banks and credit card processors take 3–5 business days to post the credit back to your account.