Phiten - Frequent Asked Questions

GENERAL

SHIPPING

RETURNS AND EXCHANGES

WEBSITE

PHITEN PRODUCT QUESTIONS

GIFT CARD TERMS AND CONDITIONS

GENERAL

• For retail customers (individual customers):
• Please contact our retail department at 1 (888) 774-4836.
  
• For wholesalers/retailers:
• Please contact our wholesale department at 1 (866) 961-7746.
• What payment methods can I use?
• We accept all Visa, MasterCard, American Express and Discover Credit Cards.
• Why does PHITEN USA apply sales tax only in certain states?
• Sales tax must be applied to any order that is being shipped to a location where PHITEN operates an office or corporate store.
• Who do you use for shipping?
• We ship by USPS and UPS.

SHIPPING QUESTIONS

• What are shipping and delivery options?
• Standard Shipping

• I’m worried that my package will get stolen if it’s left on the doorstep. What can I do?
• You can add the “Signature Required” option to your order for $2.50. Packages with “Signature Required” will require a resident to be present and sign upon delivery. All orders without this request may be left on the front door/porch if the resident is not available to sign for them. 
Phiten USA, Inc. is not liable for any loss or theft that may occur once the package is delivered.

• What are the general delivery times?
• USPS delivers Monday – Saturday during regular business hours.
  UPS delivers Monday – Friday during regular business hours.

• Where does PHITEN USA ship to?
• PHITEN USA ships to addresses within the United States, including P.O. Boxes, Alaska, Hawaii, and U.S. territories (Guam, Puerto Rico,etc.)

• What if my package was delivered to my old or incorrect address?
• We will be happy to re-send your order to your correct address. However, orders that are delivered to old or incorrect addresses due to incorrect shipping information provided by the customer cannot be refunded and will be re-sent with an additional shipping and handling fee.

• I have a question about shipping that is not listed above.
• Please call us at 1 (888) 774-4836 or email us at support@phitenusa.com

RETURNS / EXCHANGES QUESTIONS

• How do I make changes to my order? (i.e. Cancel order, Shipping address, Item, Item size/color)
• If you have any changes you would like to make to your order, (i.e. Shipping Address, Item, Item Size/Color), please call our customer service representatives as soon as possible at (888)774-4836. We are open from 9am-6pm PST. Any changes made the next business day after 1:00pm PST will incur a processing fee of $10.00.
• What if I received a wrong item/color/size?
• Please call us at 1 (888) 774-4836.
• What do I do if the item was damaged/broken/missing parts?
• Please call us at 1 (888) 774-4836.
• What if I don't get my order?
• Please call us at 1 (888) 774-4836.

WEBSITE QUESTIONS

• I’m having trouble with the website.
• 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.
• Is it safe to order online?
• We place the highest priority on keeping the information you provide us safe and secure. You can view our privacy policy here. We also 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.

PHITEN PRODUCT QUESTIONS

• How long will my Titanium Necklace last? Can I wash it? What will happen if it absorbs sweat?
• The innovative Aqua-Titanium material has been fused into the fabric using Phiten’s unprecedented Phild (pronounced: “filed”) processing technology. Please do not be concerned about moisture, as Aqua-Titanium particles will not separate even if the fabric is washed or absorbs perspiration. The power of Aqua-Titanium is semi-permanent, which means the effect itself will never go away. Phild processing is applied not only to Aqua-Titanium particles, but to all the materials that comprises our Titanium Necklace.
• Why is there a note on the package that says the Titanium Necklace must not be worn in a bath or sauna?
• The power of Aqua-Titanium will never go away, but repeated wetting and drying of the fabric will accelerate the material's wear and tear. Also, if the necklace contains any metal parts, these can heat up and cause discomfort or burns.
• What if I don't want to give my credit card information over the Internet?
• No problem – simply give us a call at 1 (888) 774-4836 and we can take your order and your credit card information over the phone.
• Why does the package say to keep the necklaces out of reach of children? Can my kids still wear Phiten?
• The effectiveness of PHITEN products is safe for people of any age, including children. However, we advise that necklaces and other products are kept out of reach of small children to prevent any choking or swallowing of the product.
• Are the products safe to use for people who are pregnant or have a pacemaker?
• Yes. The effectiveness of PHITEN products is not harmful to anyone who is pregnant or has a pacemaker.
• What is the difference between Titanium Discs and Titanium Tape?
• The effects are the same. The only difference is the size and shape. The Titanium Discs can easily be placed directly on specific parts of the body, whereas the Titanium Tapes can cover greater areas and can be attached easily to your knee, elbow or other joints. For the sake of good hygiene, we recommend changing the tape after a period of heavy perspiration, as in the summertime.
• Will the Titanium Discs or Tape cause problems if not attached properly?
• No. There is no single method of applying or wrapping the Titanium Discs or Tape. Simply apply them to desired areas.
• My skin gets a rash when it's taped. What should I do?
• It’s always good to test a small area of your skin first. You can also minimize skin irritation by apply Liquid Titanium Massage Lotion over the area and wait until the skin is dry before taping. We recommend reapplying the tape every 2 to 3 days (for hygienic reasons). If irritation or rash continues, please discontinue use and consult your physician.

GIFT CARD TERMS AND CONDITIONS

• Gift Cards
  
• Gift cards are redeemable for merchandise at Phiten USA websites. Upon redemption, any unused balance will be carried over for future purchases and will not be redeemed or exchanged for cash, except for MA residents. MA residents may request a refund on a credit card if 90% of the value is used. If the order total is more than the gift card amount, the remaining balance must be paid for by credit card. Gift cards will not be replaced if lost or stolen without proper proof of purchase. Sales tax, where applicable, will be applied at the time of redemption. We reserve the right to refuse, cancel or hold for review gift cards and orders for suspected fraud, for cards mistakenly issued in an incorrect denomination, or for other violations of gift card policies.
  
  Gift cards are available for purchase at Phitenusa.com.
  
  There is no shipping charge or postal fee for purchasing a gift card.
  
  We are unable to accept or ship international orders.
• Redemption
  
• The order total includes the price of product(s), sales tax where applicable, and shipping charges. If the order total is more than the gift card amount, the remaining balance must be paid for by credit card. The gift card balance will immediately be reduced. Upon redemption, any unused balance shall be carried over for future Phitenusa.com purchases except for MA who may request a refund on a gift card if 90% for the value is used.
• View Your Balance
  
• A gift card balance may be viewed by a purchaser with a valid gift card number on Phitenusa. com. Check gift card balance.
• Returns
  
• Phitenusa.com gift cards may not be returned or cancelled after purchase.
  If you return product originally purchased with a gift card, any refund will be returned to the original gift card.
  If you return product originally purchased with multiple gift cards, the total dollar value will be returned to the most-recent purchased gift card. If you return product originally purchased with multiple methods of payment, any balance owed will first be applied to the credit card, up to the original amount charged, and then to the gift card.
  
• Lost or Stolen Gift Cards
  
• This gift card will not be replaced if lost or stolen without proper proof of purchase. Treat them like cash.
• Fraud
  
• We reserve the right to refuse, cancel or hold for review gift cards and orders for suspected fraud, for cards mistakenly issued in an incorrect denomination, or for other violations of gift card policies.