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Phiten USA | FAQ

PAYMENT

Q: What payment methods are available?
A: Visa, MasterCard, American Express and Discover credit cards.
Q: Why does PHITEN apply sales tax in certain states?
A: Sales tax must be applied to any order that is being shipped to a location where PHITEN operates an office or corporate store which currently includes Washington, Hawaii, and California.

PRODUCT RELATED QUESTIONS

Q: Is PHITEN safe for children or pregnant women?
A: We're not aware of PHITEN products having harmful effects on children or pregnant women. We do recommend keeping certain PHITEN products with small parts away from children as it may be a choking hazard. PHITEN is a health and wellness product designed for consumers. However, we always recommend consulting your physician regarding any health-related questions.
Q: What is the difference between your Titanium Discs and Titanium Tape?
A: The Titanium Discs can easily be placed directly on specific parts of the body, whereas the Titanium Tapes can cover greater areas and be easily applied to your knees, elbows or other joints.

For the sake of good hygiene, we recommend replacing the tape after prolonged use or after a period of heavy perspiration.

Q: Will the Titanium Discs or Tape cause problems if not applied properly?
A: No. There is no single method of applying or wrapping the Titanium Discs or Tape. Simply apply them to the desired areas.
Q: What size necklace should I wear?
A: Most average adult males tend to wear a 22" necklace, whereas average adult females and children tend to wear a 17" or 18" necklace. To be sure, we recommend measuring the circumference of your neck in inches to gauge the desired fit.
Q: Can I wash my necklace or bracelet? If so, how?
A: Yes. We recommend hand-washing them occasionally with soap or diluted laundry detergent and leaving them out to air-dry. If this is not enough, you can try using laundry stain remover; follow application directions and hand wash afterward. Do not use bleach (even for white necklaces/bracelets) as this may affect the color. Washing the products excessively may speed up the wear and tear of the material.
Q: Why is there a note on the package stating that the Titanium Necklace must not be worn in a bath or sauna?
A: Repeated wetting and drying of the fabric or the application of heat can accelerate the material's wear and tear. Also, if the necklace contains any metal parts, these can heat up and cause discomfort or burns.
Q: Do you have any information on counterfeit and/or knockoff necklaces?
A: Yes. Please click here.
Q: I don't want to give my credit card information over the internet. What should I do?
A: Simply call us at 1 (888) 774-4836 and we can take your order and your credit card information over the phone.

RETURNS & EXCHANGES

Q: What is your return policy?
A: Please see below.

PHITEN RETURN POLICY FOR INDIVIDUAL CUSTOMERS:

PHITEN will only accept returns - no exchanges. The item(s) must be returned to the address below within 30 DAYS of the order date. The item(s) must be sent with its original packaging, a completed return form and packing slip.

Send to:

  • PHITEN
  • Attn: RETURNS
  • 1757 West Carson St. #N
  • Torrance, CA 90501

Please note: PHITEN reserves the right to refuse any return claim. The decision is the sole discretion of PHITEN and will be decided when the product is received by PHITEN. Only re-sellable items will be accepted. Once the item is accepted, a refund transaction will be made within 7 to 14 days of item receipt. Return shipping shall be paid by the customer.

SHIPPING DEFECTS:

We do not accept any responsibility from any defects via shipping. Each case shall be handled by the customer.

NON-REFUNDABLE ITEMS:

The shipping and handling cost will not be refunded.

Q: I'm a reseller for Phiten. What is your return policy for resellers/wholesalers ?
A: Please see below:

PHITEN CREDIT/EXCHANGE POLICY FOR WHOLESALE CUSTOMERS

Please contact the Wholesale Dept. at (888) 774-4836 or wholesale@us-phiten.com for a Return Authorization Number (RA#). Once an RA# is issued, the item(s) must be returned in its original, undamaged packaging and in resalable condition. (Please note: We do not offer credits for discontinued items). Customer shall incur all shipping costs to and from Phiten USA. Please allow up to 2 to 4 business days from the date of package receipt to process your request.

CREDITS/EXCHANGES

Within 30 days of original invoice date: The customer will have the choice of a credit to their account or an exchange for another product. (Note: Credits are based on the current price, not the purchasing price) After 30 days of original invoice date: Subject to a 20% re-stocking. fee The Customer will have the choice of a credit to their account or an exchange for another product.

Send to:

  • Phiten / Optima Life Japan, Inc.
  • Attn: Wholesale Returns (Include RA#)
  • 1757 West Carson St. #N
  • Torrance, CA 90501
Q: I received a wrong item/color/size. What should I do?
A: Please call us at 1 (888) 774-4836.
Q: What do I do if I received an item with damaged/broken/missing parts?
A: Please call us at 1 (888) 774-4836.
Q: I didn't receive my order. What should I do?
A: Please call us at 1 (888) 774-4836.

SHIPPING

Q: What shipping method is used?
A: UPS and USPS.
Q: How long will it take to receive my package?
A: Please see below:

Business days are Monday - Friday excluding holidays. Orders are processed only on business days. Processing generally takes one business day for Expedited Shipping (UPS) and 1 to 2 business days for Standard Shipping (USPS). All orders are processed and shipped from the State of California. Please Note: Phiten / Optima Life Japan, Inc. no longer ships to Hawaii.

USPS FIRST-CLASS MAIL: 3-6 Business Days (Non-Guaranteed): The transit time begins the first full shipping day after the package leaves our PHITEN facility*.

USPS PRIORITY MAIL: 1-3 Business Days (Non-Guaranteed): The transit time begins the first full shipping day after the package leaves our PHITEN facility*.

UPS 2 DAY SHIPPING: 2 Business Days (Guaranteed): The transit time begins the first full shipping day after the package leaves our Phiten facility*. No P.O. Boxes or FPO, APO, or DPO.

UPS NEXT DAY SHIPPING: 1 Business Day Guaranteed: The transit time begins the first full shipping day after the package leaves our Phiten facility*. No P.O. Boxes or FPO, APO, or DPO.

*Processing generally takes one business day for Expedited Shipping and 1 to 2 business days for Standard Shipping. All orders are processed and shipped via California. If you have any concerns regarding when your order will arrive, please contact us

Q: What are your Business Days?
A: PHITEN's Business Days are Monday through Friday, excluding holidays. We are unable to ship or process orders on Saturdays, Sundays or the following holidays:

PHITEN 2015 Holiday Schedule

New Year's Day - 1/1/2015

MLK Jr. Day - 1/19/2015

Presidents’ Day - 2/16/2015

Memorial Day - 5/25/2015

Labor Day - 9/7/2015

Columbus Day - 10/12/2015

Thanksgiving Day - 11/26/2015

Day After Thanksgiving - 11/27/2015

Christmas Eve - 12/24/2015

Christmas Day - 12/25/2015

New Year's Eve Day - 12/31/2015

*Business days are Monday - Friday excluding holidays. Orders are processed only on business days. For expedited shipping, if ordered prior to 9:30 AM (PST), your order will ship the next business day. Processing generally takes one business day for Expedited Shipping and 1 to 2 business days for Standard Shipping. All orders are processed and shipped via California.

If you have any concerns regarding when you order will arrive, please contact us.

Q: What are the general delivery times?
A: UPS delivers Monday - Friday during regular business hours. USPS delivers Monday - Saturday during regular business hours.
Q: Where does PHITEN ship to?
A: Phiten / Optima Life Japan, Inc. will ship orders within the Continental United States, Alaska, Guam, U.S. Virgin Islands & other U.S. Territories excluding the State of Hawaii. Any order made with a shipping address in the State of Hawaii will be cancelled and fully refunded. Orders outside the Continental United States can only be shipped via the United States Postal Service.
Q: What if my package was delivered to my old or incorrect address?
A: We will be happy to re-send your order to the correct address. However, orders that are delivered to old or incorrect addresses due to incorrect shipping information provided by the customer cannot be refunded.
Q: I have a question about shipping that is not listed above.
A: Please call us at 1 (888) 774-4836 or email us at order@us-phiten.com. Contact Us Page

WEBSITE

Q: I'm having trouble with the website.
A: After completing an order, you should receive an e-mail confirmation within an hour confirming that your order has been processed. For further questions regarding the website, please contact us at 1 (888) 774-4836.
Q: Is it safe to order online?
A: We place the highest priority on keeping the information you provide us safe and secure. You can view our privacy policy here. We use PayPal to authorize all online credit card orders to protect your privacy and prevent any identity theft or fraud. For further information about PayPal's privacy policy, please visit www.paypal.com.

30 Day Guarantee

Questions? 1-888-774-4836
M-F 9am - 6pm PST

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