FAQs
General
What if my question isn't addressed in your FAQ?
If our FAQ's page does not provide you the information you need for any questions or concerns you have, please contact one of our customer service representatives either via phone at 1-877-677-3515, or you may email us at service@haiawellness.com.
Why am I receiving emails from Haia Wellness?
During the checkout process of your order we indicate whether you would like to be added to our mailing list. We frequently feature special offers and promotions, including reduced shipping rates and gifts with purchase for our returning customers through fliers. In addition we send out our newsletter that features product, recipes, skin care trends and comments from our customers like you!
Can I request specific samples?
Yes! After you have reached the "complete checkout stage" you may either insert which samples you would like to receive, or choose from our sample selection page before you hit "submit my order". Sample quantities are based on the number of full sized products purchased. If you do not select or indicate the samples you would like, one of our customer service representatives will hand select sample products based on your current order, newly introduced products, or popular items.
What is a promotion code and how do I get one?
Promotion codes work the same way as online coupons. Haia Wellness customers that sign up for a free account regularly receive emails with discounts and promotional specials, as well as our Newsletter. If you would like to receive Haia Wellness emails, please sign up for a free account and you will be added to our mailing list.
I previously ordered a product from Haia Wellness, but can no longer find that product on your website. What happened?
If you cannot locate a previously ordered item, it may have been discontinued, repackaged, renamed, or replaced. Please contact one of our customer service representatives for more information, via phone at 1-877-677-3515, or you can email us at service@haiawellness.com.
We appreciate your business, and are more than willing to help you with all your needs.
What is your return policy?
For Haia Wellness's return policy, please visit our convenient Return Policy Page.
How do I unsubscribe from your emails?
If you would like to be taken off of our mailing list and stop receiving promotional emails, you may unsubscribe here.
Is there a way to include a note for an order shipping as a gift?
Yes. Just mention you would like a card included in the comments section of your order, along with what you would like it say.
Are the products cruelty free?
Yes yes YES! All of the products we carry at Haia Wellness are cruelty free. All of the brands we carry have been carefully selected, to bring you the most eco-friendly, world conscious products possible.
How do I change my password?
Here's how to change your Haia Wellness password:
- Click the My Account link in the upper right corner of the page, then select Account Information.
- You will see blocks of information with your name and e-mail address, and then a check box next to "Change Password"
- Check this box, and you will be prompted to enter your current password, as well as your new desired password twice.
- After entering your information, select Save and you're done!
Make sure you create a unique password to help keep someone from breaking in to your account.
Can't remember your password? Use our quick and easy Password Retrieval.
How do I return a damaged product?
If you receive a damaged product please at 1-877-677-3515, or you can email us at service@haiawellness.com. You can also visit our Returns Page.
What do I do if I do not like the product?
If you are unsure about what product is right for your skin time we recommend that you first try it out in sample form. We also have an Esthetician on staff that can help you determine what is best for your skin type.
Orders & Shipping
I noticed an additional item was added to my cart after I checked out. What can I do if I added this to my cart on accident?
We cannot add anything to your cart without your approval. Occasionally we will recommend a product for you based on your purchase after you have checked out on our website. All of our recommended items have a price clearly listed next to them, and require that a customer select the product in order to add it to their cart.
If you see an item in your cart that was accidentally added, or you are no longer interested in purchasing an item, please click the "X" to the right of the product when you are in your "Shopping Cart."
If there is an item in your cart that was accidentally added, or you are no longer interested in purchasing, but you have already reached the "one step checkout" screen, please scroll down to the "edit your cart" link to the left of "Place order."
If you have already placed your order but wish to remove an item from your shipment, please call one of our customer service representatives at 1-877-677-3515.
How do I know my credit card information is protected on your site?
At Haia Wellness we take your security seriously and go above and beyond to protect your information. All credit card information is protected by Authorize.net. If your bank statement does not match your processed order total, or you've placed a return and the total return amount was not accurately posted to your bank account, please contact us at 1-877-677-3515 to speak directly with one of our customer service representatives.
How can I cancel my order?
If your order has not yet shipped, you may cancel your order by calling us at 1-877-677-3515.
Please check your shipping status by clicking on My Account to make sure that your order has not shipped.
Do you ship internationally?
Yes! We do ship internationally!
For international orders, we only invoice for the cost of shipping and will include additional samples or free products to help offset the charges. We offer FedEx and USPS Global Priority Mail. Both companies are very fast, reliable and economical. Once you determine the shipping method, we will add this amount to your invoice. Please feel free to e-mail us with any shipping questions you may have. Thank you again for your order.
How do I change an item in my order?
If your order has not already shipped, you may call one of our customer service representatives at 1-877-677-3515.
Why isn't my promotional code working?
Promotional codes are valid for specific dates, products or minimum purchase amounts. All promotional offers, emails and sales cannot be combined with any other offer. If you are experiencing an error with your promotional code please double check the dates valid, brand specificity, or purchase minimum. For any questions regarding your promotional codes, please contact one of our customer service representatives during business hours via phone at 1-877-677-3515, or via email at service@haiawellness.com.
How much do I have to spend to get free shipping?
You automatically receive FREE Shipping on all orders $35 and over. For free shipping on full size products under $35, use code FS4F.
What are your international shipping options and prices?
We offer flat-rate shipping fees for our international customers, which means your shipping costs will remain the same low rate, regardless of the size or weight of your order.
How will I know when my order has been shipped?
We will email a Shipment Confirmation that details your order and shipment date.
Is my credit card information secure?
YES
We honor payments made with Visa, Master Card, American Express, and Discover using Authorize.net. All orders are processed via a secure secure server connection (SSL) through Authorize.net ensuring that your credit card information cannot be read by a third party while being transferred.
Disclosure of information
We are committed to respecting your privacy. We will not disclose information about your individual visits to our web site or any of the personal information that you provide such as your name, address, telephone number, e-mail address or credit/debit card details to any outside parties without your consent except when required by law to do so. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act of 1998. We value your privacy as much as you do.
How do I redeem my Reward Points?
Redeeming points is simple! After browsing through Haia Wellness and adding your desired items to your cart, click Check Out. On our easy to use one-page check out window, there will be an option in your payment section that not only allows you to use your reward points to pay, but gives you your current balance as well.
After applying your reward points, continue checking out as usual.
When can I expect to receive my products?
Any order submitted before 2 pm MST will usually ship same day via USPS Priority Mail, which takes 1-4 business days to arrive to you.