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Welcome to ener~chi’s FAQ page.  We’ve listened to your feedback and made it easy to find information you’re looking for.  Our FAQ is broken down into four categories:  Ordering, Shipping, Returns, and Miscellaneous. Click on the question to jump to the answer.

TOP 5 QUESTIONS
1.  What are my payment options?
2.  Will my credit card be charged immediately?
3.  When will my order be shipped?
4.  What are your U.S. shipping rates and how do I qualify for free shipping?
5.  I don’t know what to select for my friend/family member.  Do you offer gift certificates?

If you can’t find your question above, try it in one of the categories below:

ONLINE ORDERING QUESTIONS
1. Is ordering over the Internet secure?
2. What are my payment options?
3. Can I order over the phone?
4. Will my credit card be charged immediately?
5. Are purchases on this website really tax-free?
6. Will I get a receipt with my order?
7. Can I cancel my order after it has been placed?
8. How will I know ener~chi received my order?
9. When will my order be shipped?
10. Can you store my information so I don’t have to enter it in each time I make a purchase?

SHIPPING QUESTIONS
1. When and how will my order be shipped?
2. What are your shipping rates and how do I qualitfy for free shipping?
3. What are your international shipping fees?
4. My order hasn’t arrived, how do I track my order?
5. If I send my package as a gift, will the recipient receive the invoice?
6. Do you ship to PO boxes?

RETURN/EXCHANGE QUESTIONS
1. What is your return/exchange policy?
2. Where do I send my return/exchange?
3. When will my credit card be refunded?
4. How should I ship my return/exchange?

MISC. QUESTIONS? 
1. Can you email me when new products are added to the website?
2. I don’t know what to order for a family/friend?  Do you offer gift certificates?
3. What is your privacy policy?
4. Can I carry ener~chi in my store or studio?
5. Where are your products made?
6. What are your terms of use?
7. Can I buy ener~chi in a retail store?
8. How long has ener~chi been in business?
9. Contact us with any question you are looking for.

Answers for retail customers:
ONLINE ORDERING QUESTIONS

A note about the Fair Credit Billing Act. Under this act, your bank limit your total loss and cannot hold you liable for than fifty dollars of reported fraudulent charges. In the event your card is used in a fraudulent manner, you must notify your bank or card issuer immediately and in accordance with its reporting rules and procedures.

We encourage you to feel comfortable using your credit card to conduct commerce on our site. If you wish, you may also send us a U.S. Postal Money Order (only) or a personal checks. Personal checks will delay your order as we must wait for your funds to clear before we ship any merchandise.

Please allow an additional 7-10 business days for shipping of your merchandise if paid by personal check. To order by check, just print the order form with your shopping cart contents from the order confirmation page and complete the necessary fields, then mail the form to the address above.

Security
This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All data is protected using the most advanced methods available. We do not store financial information like credit card numbers or personal information like social security numbers on this site.

Un-Subscribe
This site gives users the following options for removing their information from our database to not receive future communications or to no longer receive mail list messages. To modify your account settings click here.

2. What are my payment options? [top]
Visa, MasterCard or American Express.

3. Can I order over the phone? [top]
We prefer that you use our website. We say this because ener~chi doesn’t have an in house “ordering” staff. However, if you do need to, please contact us at 310- 382-4451, and we will get back to you as soon as possible.
<For product questions click here to send us an email>

4. Will my credit card be charged immediately? [top]
No. Your credit card will not be charged until your order is shipped. When you enter your credit card information the final review page, we’ll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been shipped and we’ve charged your credit card.

5. Are purchases on the website tax-free? [top]
That’s right - - shopping on ener~chi’s website is tax free EXCEPT for residents of California (sorry, California, because it is our home state we must charge local state taxes here.)

6. Will I get a receipt with my order? [top]
Yes. Along with your e-mail receipt you will also receive a printed invoice with your package that can be used to return or exchange merchandise.

7. Can I change or cancel my order after is has been purchased? [top]
If for any reason you would like to cancel or change your order with enerchi.com, please send us an email as soon as you can. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders and get them on their way as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

8. How will I know ener~chi received my order? [top]
A confirmation email from ener~chi will be sent to you.

9. When will my order be shipped? [top]
Usually within three business days.

10. Can you store my information so I don’t have to enter it in each time I make a purchase? [top]
Yes. Register with Enerchi Online and we can store your shipping information on our secure server to save you time during checkout. To get started, click here to login or setup a new account.


SHIPPING QUESTIONS

1. When and how will my order be shipped? [top]
Usually within 72 hours of receipt of purchase.  UPS ground while be the means of transportation. 

2. What are your shipping fees and how do I qualify for free shipping? [top]
The price of shipping depends on weight of goods and location shipped to. We ship all order UPS Ground. Free UPS Ground shipping is available for any orders over $200. This is for retail customers only, and for the 48 contiguous United States. Free shipping will included at the time of checkout, when you have placed $200 or more in your cart. 

3. What are your international shipping fees? [top]
Because international shipping requires tariffs, custom duties, etc, please contact customercare@enerchi.com to determine rates.

4. My order hasn’t arrived?  How do I track my order? [top]
When you place an order at ener~chi, you will receive an order confirmation via email.  If you need a tracking number, contact the customer care department at customercare@enerchi.com.

5. If I send my package as a gift, will the recipient receive the invoice? [top]
Yes.  If you would like us to remove the invoice from your package, please send us an e-mail immediately after your order is placed by using this form.

6. Do you ship to PO Boxes? [top]
For security reasons, we do not ship to P.O. boxes. 

RETURN/EXCHANGE POLICY

1. What is your return/exchange policy? [top]
Please inspect your order carefully when you receive it, if it is unsatisfactory you may contact us at: customercare@enerchi.com to receive a pre-authorized RA#.  After you receive the authorization please download the return & exchange form (below).  This form will have the address of our return/exchange department and information on how to make a return or an exchange.   All refunds must be made within fourteen days of receiving the merchandise.  All returns received without prior authorization will be subject to a 15% restocking fee, including wholesale orders.

We will only refund shipping charges if we sent the wrong item or the item sent was defective.  If you are making an exchange because you want a different size, style or color, you will be charged for shipping on your exchange.

Every item we sell is carefully inspected before it is shipped. If merchandise is defective or damaged upon receipt please contact us immediately after your package arrives for a return authorization claim number. All claims MUST be made within 3 days of receipt of order. Shipping charges will not be refunded. Returned products must be in absolutely new and unused condition for refund.

We do not accept returns on products that were not purchased via this website. International customers, please use the most economical shipping method.


If you are exchanging for products of greater value, please provide your credit card information on the return invoice.  Please allow 30 days for credits to be processed against your card.

Returns and Exchanges will only be accepted on merchandise purchased at ener~chi's online store: www.enerchi.com
Ener~chi online will credit or exchange merchandise that is defective in any way. No additional outbound freight will be incurred on exchanges. Original freight will not be credited on merchandise that is NOT defective.

Help
We will gladly assist you with any questions you may have regarding returns or exchanges.  Please call 1-310-382-4451, Monday -Friday 9am to 5pm, Pacific Standard Time. Email us at customercare@enerchi.com or <click here> to send a feedback form.

2. Where do I send my return/exchange? [top]
Ener~Chi
22287 Mulholland Hwy #343

Calabasas, CA 91302

3. When will my credit card be refunded? [top]
Once our returns department has received your package your refund will be processed, using the original form of payment, within 3-5 business days.  You will be notified via e-mail, to the address listed on your account, when the transaction has taken place.  Please note that your banking institution may require additional days to process the transaction, once they have received the information from us.

4. How should I ship my refund/exchange? [top]
Pack and seal your return securely, in the original package if possible.  Include your receipt and please check the return box on the lower right side of the invoice to clearly identify why you are returning the merchandise.

If is recommended that you ship your return with a carrier who will provide your package with a tracking number to ensure that your package does not get lost.  Packages must be prepaid.  We do not accept COD.

MISC. QUESTIONS

1. Can you email me when new products are added to the website? [top]
Yes.  Register with ener~chi's email list and you can sign up to receive special e-mail updates of ener~chi product, events and announcements.  Click her to sign up now.

2. I don’t know what to select for my family/friend member. Do you offer gift certificates? [top]
Yes, we do.  Click here to order a gift certificate in any amount you choose. Enerchi gift certificates can only be used for online purchases, and not at any retail store that sell enerchi products.

3. What is your privacy policy? [top]
We will NEVER share your e-mail address or personal information with any third parties.  Any information we collect is solely for the purpose of enhancing your shopping experience.  This is our promise to you.  For more details on our privacy policy continue reading.

Privacy Policy
We have created this privacy statement in order to demonstrate our firm commitment to privacy. The following discloses our information gathering and dissemination practices for this web site.

We use your IP address to help diagnose problems with our server, and to administer our Web site. Your IP address is used to help identify you and to gather broad demographic information.

Our site uses cookies to keep track of your shopping cart. We use cookies to identify you so we can retrieve your information so you don't have to re-enter it each time you visit our site.

Our site's registration form requires users to give us contact information, like their name and email address, and unique identifiers. We use customer contact information from the registration form to send the user information about our company. The customer's contact information is also used to contact the visitor when necessary if they have subscribed to the mail list. Users may opt-out of receiving future mailings by choosing to un-subscribe. Unique identifiers are collected to verify the user's identity and for use in our record system.

Our site uses an order form for customers to request information, products, and services. We collect visitor's contact information and unique identifiers. Contact information from the order form is used to send orders and information about our company to our customers. The customer's contact information is also used to get in touch with the visitor when necessary. Users may opt-out of receiving future mailings. Unique identifiers are collected from Web site visitors to verify the user's identity and for use as account numbers in our record system.

Security
This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All data is protected using the most advanced methods available. We do not store financial information like credit card numbers or personal information like social security numbers on this site.

Un-Subscribe
This site gives users the following options for removing their information from our database to not receive future communications or to no longer receive mail list messages. To modify your account settings click here.

4. Can I carry ener~chi in my store or studio? [top]
Yes.  Please refer to our wholesale faq's page to apply for a wholesale account.

5. Where are your products made? [top]
All ener~chi products are made in the United States of America.

Rules For Online Conduct
By using the service, you agree that you will not attempt to undermine the integrity of this web site.
Limitation Of Liability And Warranty

CUSTOMER AGREES THAT USE OF THE SERVICE IS ENTIRELY AT CUSTOMER'S OWN RISK. SERVICES ARE PROVIDED 'AS IS,' WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY WARRANTY FOR INFORMATION, SERVICES, UNINTERRUPTED ACCESS, OR PRODUCTS PROVIDED THROUGH OR IN CONNECTION WITH THE SERVICE, INCLUDING WITHOUT LIMITATION THE SOFTWARE LICENSED TO THE CUSTOMER AND THE RESULTS OBTAINED THROUGH THE SERVICE. SPECIFICALLY, WE DISCLAIM ANY AND ALL WARRANTIES, INCLUDING WITHOUT LIMITATION: 1) ANY WARRANTIES CONCERNING THE AVAILABILITY, ACCURACY OR CONTENT OF INFORMATION, PRODUCTS OR SERVICES; AND 2) ANY WARRANTIES OF TITLE OR WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

THIS DISCLAIMER OF LIABILITY APPLIES TO ANY DAMAGES OR INJURY CAUSED BY ANY FAILURE OF PERFORMANCE, ERROR, OMISSION, INTERRUPTION, DELETION, DEFECT, DELAY IN OPERATION OR TRANSMISSION, COMPUTER VIRUS, COMMUNICATION LINE FAILURE, THEFT OR DESTRUCTION OR UNAUTHORIZED ACCESS TO, ALTERATION OF, OR USE OF RECORD, WHETHER FOR BREACH OF CONTRACT, TORTIOUS BEHAVIOR, NEGLIGENCE, OR UNDER ANY OTHER CAUSE OF ACTION. CUSTOMER SPECIFICALLY ACKNOWLEDGES THE SERVICE IS NOT LIABLE FOR THE DEFAMATORY, OFFENSIVE OR ILLEGAL CONDUCT OF OTHER CUSTOMERS OR THIRD-PARTIES AND THAT THE RISK OF INJURY FROM THE FOREGOING RESTS ENTIRELY WITH CUSTOMER.

NEITHER THE SERVICE NOR ANY OF ITS AGENTS, AFFILIATES OR CONTENT PROVIDERS SHALL BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF USE OF THE SERVICE OR INABILITY TO GAIN ACCESS TO OR USE THE SERVICE OR OUT OF ANY BREACH OF ANY WARRANTY. CUSTOMER HEREBY ACKNOWLEDGES THAT THE PROVISIONS OF THIS SECTION SHALL APPLY TO ALL CONTENT ON THE SERVICE.

Trademarks: All trademarks appearing on the service are trademarks of their respective owners.

9. Didn't find the answers you were looking for? [top]
If you did not find the answer you were looking for, please email us at the customer service department at customercare@enerchi.com or call us directly at 310- 382-4451.  We will get back to you shortly.
<You can also send email to us by visiting the Contact Page>