Frequently Asked Questions
Orders
- Why is my order delayed?
Due to high demand, you may experience slight shipping delays. We appreciate your patience.
- What if the item I want is out of stock?
We restock frequently, so check back often!
- I have a tracking number but no movement—now what?
Tracking numbers may take up to 48 hours to activate. Contact the carrier for details.
- How do I track my order?
You’ll receive a tracking number via email once your order ships.
- Can I change or cancel my order?
Usually no, but contact Customer Care immediately for help.
- How do I return my order?
Contact Customer Care to begin your return and receive instructions.
- Why isn’t my card working?
Double-check billing details or contact your bank.
- Can I change my shipping address?
Yes, if the order hasn’t shipped. Contact Customer Care ASAP.
- Can I change my payment or email after placing an order?
No. Once the order is placed, those details can’t be changed.
- I entered the wrong apartment number. Can I fix it?
Contact Customer Care immediately.
- I received a gift with no sender. Can you help?
Provide the order number or packing slip info to Customer Care.
- Why was I charged a foreign fee on PayPal?
Some PayPal users may see foreign transaction fees. We're working on this.
Click and Collect
- Can I use Click and Collect?
Yes! Order online and pick up in store.
- How does it work?
Select a store, choose pickup at checkout, and wait for an email notification.
- What if my item isn’t available?
Try another location or check back later.
- Are there fees?
Nope, it’s free!
- Can someone else pick up my order?
Yes, just list their name and have them bring ID.
Shipping
- Which carriers do you use?
We ship with UPS, FedEx, USPS, and Canada Post.
Samples
- Do you offer samples?
Our sample program is under review. Stay tuned!
Products
- Are your products gluten/nut-free?
Many are, but we manufacture in shared facilities. Always check the ingredients list.
- Are they fragrance-free?
Most contain natural scents. We avoid synthetics.
- How do I store packaging-free products?
Keep cool, dry, and use a container or tin.
- How do I know if my product is fresh?
Check the label for production and expiry dates. Refrigerate fresh masks.
- Why is my container only half full?
We fill by weight, not volume, to minimize waste.
- Why is there plastic on some items?
It’s compostable vegetable-based wrap to protect the product.
- Do you take back empties?
Yes! Return five clean plastic pots for a free fresh face mask.
Gift Cards
- Do you sell gift cards?
Yes, from $5 to $250. Choose physical or e-gift cards.
- Can I use gift cards internationally?
Ours work in the US and Canada. Third-party cards may not.
Website
- Trouble using the site?
Contact Customer Care for help placing orders.
- Forgot your password?
Use the “Forgot Password” link to reset it.
- What payment methods do you accept?
Visa, Mastercard, AmEx, and PayPal.
General
- Do you offer discounts?
Rarely, but sign up for emails to stay updated.
- Do you offer wholesale or franchising?
Not at this time.
- Press inquiries?
Email press@ainanaturals.com.
- Sponsorships or donations?
We support grassroots causes but don’t do sponsorships or personal fundraising.
For anything else, visit our Contact Us page.