Customer Service

• We accept Visa, MasterCard, American Express, and Paypal (You can use any major credit card with or without a current PayPal account in a few easy steps) All payments are protected by industry-standard encryption & SSL certificates & virus protection software.
• When completing your credit card information, enter your billing address as shown on your credit card statement. All credit card orders will appear on your statement as AYU LLC.
• If your payment was rejected, please check your billing information, card number, date, and security code information are correct on your order submission. If a problem persists, contact your bank for assistance.

 You may also telephone your orders between 8.30 am and 4.00 pm Eastern time, Monday through Friday, at 1-888-AYU-8081 or 423-244-0537.

• We are closed on weekends and for all major holidays. When we are in the lab or servicing other customers and cannot answer your call, please leave a message to include a telephone number to reach you and a brief message. Your call will be returned within 24 hours or less. You can also email your order. For this, we will send a credit card authorization form for you to fill out, which you can fill out and fax to us. We can also send a Paypal invoice upon request. Our apologies, but we do not accept CODs.

• All orders are carefully processed and packaged for shipment from our facility within 1-2 business days, excluding weekends and holidays. Allow an additional 1-5 days for actual delivery. You will receive an order summary and receipt via email shortly after placing your order.
• In an unusual delay, customers will be contacted via email.
• If you are placing an express order, please remember to factor in the addition of our processing time. Note that any estimated delivery date shown at checkout does not reflect our processing time - accordingly, actual delivery time may be an additional 24 to 48 hours than the estimated date.

• All orders are shipped via FedEx ground service or USPS from our Chattanooga, TN,  USA facility. Depending on your location, ground delivery typically takes 3-6 business days. Shipping charges are calculated in real time based on each delivery service's order weight and rates. Packages shipped to Alaska, Hawaii, and US territories may incur an additional shipping charge.
• Our clients can choose their preferred delivery method during checkout. For those who choose expedited shipping (Fed ex express), please remember that our standard in-house processing time (2 business days) still applies; time-in-transit is in addition to our processing time. Any estimated delivery dates shown at checkout do not reflect our processing times- accordingly, actual delivery time may be 1 to 2 days later than displayed.
• Both FedEx and USPS email each client a notification with tracking numbers and delivery confirmation upon shipment. You must retain this information in your records until your order is received. Therefore, please double-check that the email address you provide when placing your order is accurate to ensure seamless communication.
• We would love to have greater control over the shipping companies; however, since we cannot, the time from when your order leaves our company and gets to you is up to them. If your order has exceeded a reasonable time to arrive, please get in touch with the shipping company.
• If your order is returned due to incorrect information provided by you, several options are available. You can choose for us to reship it to you at an additional shipping cost, or you can decide to cancel the  order. In the latter case, we will refund the product cost, but please note that the shipping cost is non-refundable.

• All international packages will be fully insured and delivered via FedEx.
• Buyers will be responsible for any duties and taxes, no matter which authority or entity levies those fees.
• Unfortunately, shipping to your locale is unavailable if you don’t see your country listed in the drop-down menu during checkout. We’re working hard to expand our international capabilities and encourage you to check back soon.

• All orders ship within 2-3 business days.  If your order hasn’t arrived in the estimated delivery times, don't hesitate to get in touch with our support team at ayusunless@gmail.com

• (This policy excludes errors made by customers when providing shipping details on their order(s) or missed package deliveries).

• All tracking numbers will be emailed to the customer as soon as the tracking information becomes available.
  

• Orders are shipped to the customer's address in the shopping cart's shipping address area; this address will also appear in the customer receipt email. It is your responsibility to make sure that the address submitted at these points of placing your order is correct with complete information. If a package is returned to us as ‘undeliverable’ for any reason, we will contact you for the correct information via phone or email, and, as already stated, additional charges will apply to ship the package again.

• If this happens to you, email us as soon as possible, and we will try our best to take care of it. However, we can only promise if the order has yet to ship,  our orders are usually processed soon after your order is placed and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it.We are not responsible if you entered an incomplete or incorrect shipping address. Our system automatically processes orders and follows what information you have entered

Changes in Order or Cancellation:

• Check your order for any errors before submitting it also, check the email receipt you received from us for any errors: please get in touch with us immediately. If we notice an error in your order, we will contact you via email for verification.
• Any changes to your order or cancellation of the order should be emailed to ayusunless@gmail.com as soon as possible/no later than 2 hours after the order has been placed.
• In many cases, orders are processed and shipped within 24 hours of placement, so we cannot make changes or cancellations once we process the order.

• We strive to deliver you the best in quality and value, and we want you to love our products.   However, in those instances where you are not completely happy, please get in touch with us toll-free at 888-AYU-8081 so that our customer service may assist you in returning our products. 

• Products can only be returned if they are still in their original condition and packaging. Used products or products damaged by the customer will not be eligible for a refund.

• Product containers & Labels must be undamaged and in good, unused condition.

• Make sure to Request your Return Authorization Number by emailing ayusunless@gmail.com  with a detailed reason for return and pictures or a video of the product that supports your reason.

•  Upon approval, you will receive the RA# and the address where you can mail the product you would like to return.

• To ensure your refund, please use ship via trackable mail service. We will not be responsible for lost or missing packages.
• Upon receipt of your package, we will examine your return shipment and issue a refund to your original payment method. You will receive a refund receipt to the email address you used when making your original purchase.

• Please note that with our DHA Sunless Tanning solution and self-tanning products, we highly recommend trying our samples before purchasing larger containers of products. Samples can not be return.

• Bulk Product containers must have our protective seal on the top of the container without tampering.

• All returns are assessed with a 25% restocking fee, regardless of unused.

• Customers must pay all shipping fees for returning products, and return labels are unavailable. Customers will provide or purchase their shipping label. Make sure to get tracking confirmation for your package, we are not responsible for lost packages or responsible for a refund if your package is lost.

• If you return an item shipped with “free shipping,” the original shipping amount will be deducted from the total refund.

• All opened items void our return policy and cannot be returned.
• We do not re-sell returned products for hygiene reasons and per FDA regulations.

• Buyer no longer wants the items - this is the most common example, which we cannot honor if we want to continue offering great value at AYU Sunless. The buyer should make sure they want to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
• Buyer found items cheaper elsewhere - Buyer should be confident that they are ready to pay the asking prices before submitting an order. Once the order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.

• If we have made a mistake in filling your order, please contact us via email ayusunless@gmail.com or call 1-888-AYU-8081 or 423-244-0537 immediately to correct the error.

• Please understand that we issue refunds as soon as your refund request is approved - the money leaves our account immediately. If you haven’t received a refund, recheck your bank account. Then contact your credit card company. It may take some time before your refund is officially posted. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all this and still have not received your refund, please get in touch with us. 

• All orders ship within 2-3 business days.  If your order hasn’t arrived in the estimated delivery times, don't hesitate to get in touch with our support team at ayusunless@gmail.com
• (This policy excludes errors made by customers when providing shipping details on their order(s) or missed package deliveries).

        All tracking numbers will be emailed to the customer as soon as the tracking information becomes available.

• If you receive damaged products in transit, we must be notified within 48 hours of delivery. Make sure to include your order number and detailed information about damaged products. Items that have been damaged in transit will usually need to be inspected by the carrier, so please retain all packaging materials, the shipping box(es), and damaged items together for the carrier’s inspection so we may successfully file an insurance claim on your behalf and ensure quick resolution.

•  If your shipment has not arrived within a reasonable amount of time, please contact us so we can investigate why.

• Information on the AYU Sunless website is provided to help you choose which products best suit your needs, and any information provided herein should not be construed as medical advice. Please consult your physician if you have questions about a particular medical condition. Never use cosmetic products on broken or irritated skin without first checking with a doctor. If you have a specific sensitivity or allergy, we suggest you carefully review the ingredient label of your chosen product before using it and avoid any ingredients you believe may cause a reaction. All AYU products are designed to be skin safe and formulated for all skin types, including sensitive skin types, though some individuals may still experience a reaction when using new products. If you experience a rash or irritation, please discontinue use immediately and consult a qualified physician.