FAQ about this Website

1- Company Information

Elicina USA is a USA based reseller of Elicina products. We are located in Grandville, Michigan:

Elicina USA

45 Dan Rd

Canton, MA 02021

Phone:  339-244-3464

We manage our own stock and fulfillment, packing every order ourselves! Elicina USA takes great pride on the proper handling of every cream and lotion we sell:

• We receive weekly shipments of Elicina creams and lotions, directly from the newest manufacturer stock

• Elicina USA's stock is shipped from Chile to the USA via special handling courier: we hire the same services that hospitals use to transport laboratory specimens. That means that your creams and lotions are not subject to extreme temperatures and light, and are always given first priority both at custom agencies and delivery stations.

• We store our creams in a temperature, light and humidity controlled room

• We package every cream in generous layers of bubble, and wrapped them in dark paper, to insure the parcel will arrive as securely and fresh as possible.

• Our discrete label and lack of logos and stickers insure the privacy of your purchase.

• No other reseller matches Elicina USA's prices and shipping costs. With Elicina USA, you will save considerable, whatever purchasing one jar or several creams. Look at these examples:

2- Is Elicina USA a secured place for purchasing online?

Absolutely! Elicina USA website offers you security and privacy in every transaction, 24/7:

• Every purchase is encrypted: All the information you type into our website travels through the Internet a 2048 bit secured encryption scheme, and remains encrypted in our servers. All financial data (credit or debit card numbers, checking account information, etc) is purged after obtaining payment authorization from authorize.net, a leading credit card and check processor. No human being ever has access to your financial or payment industry information!

• Your demographic data (name, address, telephone number and email address) will NEVER be transferred, sold, or used with any other purpose than fulfilling your orders.

• Our website is PCI compatible, adhering to the highest security standards designated by Visa and MasterCard International.

3- How can I pay for my order?

Elicina USA accepts the following forms of payment:

• Visa and MasterCard Debit and Credit cards, Visa Electron, Solo/Switch and Maestro debit cards

• American Express, Discover, JCB and Diners Club credit cards

• Paypal (www.paypal.com)

• Checks from USA or Canadian banking institutions, processed electronic through our secured gateway (you do no need to mail us the check!)

• MoneyBookers (www.moneybookers.com)

• Nochex (www.nochex.com)

• Wire Transfers

• Coming soon: Alertpay

We do not charge any extra fees for processing any type of payments

4- What are my shipping choices and costs?

Elicina USA offers many shipping choices:

• Free USPS First Class Mail

Elicina USA offers Free First Class shipping, handling and insurance in every qualifying* order for delivery anywhere: USA, Canada, Latin America, Europe, Asia...wherever you want your order delivered to!

* First Class Mail is a service available to any parcel up to 13 ounces. That means that any purchase of ONE cream jar ships for free. Our Free Shipping offer does not include just the postage, but premium packaging (to make sure your order arrives in optimal shape) AND insurance. Every parcel is secured up to their full value. Your purchase is completely protected even if you do not pay a penny for shipping and handling.

If your purchase weights more than 13 ounces, the shopping cart will present you with several shipping options that are heavily discounted: our shipping fees are the lowest in the industry. The choices are:

• USPS Parcel Post (available for both USA and international destinations)

• USPS Priority Mail (available for both USA and international destinations)

• USPS Express Mail (Available for USA destinations)

• TNT Express (Available for international destinations)

The shipping costs are determined by parcel weight: the shopping cart will compute the correct shipping fee according to the items you are purchasing. Elicina USA ships over 3500 parcels per month. Therefore, we enjoy of preferential shipping fees. We pass these savings to you!

And remember: at Elicina USA, all parcels are insured to their full value at no extra charge! Ready to save?

5- Where do the orders ship from?

Elicina USA ships every order from Canton, MA, via United States Postal Service (USPS) or TNT

6- How long will my orders take to be delivered?

This varies based on your location (we ship from Canton, MA), product availability and shipping method. Please see the delivery times quoted on the table below. These are accurate in 98% of the cases, and have been based on years of online experience.

USA Deliveries:

• First Class Mail: 5-10 Business Days

• Parcel Post: 5-10 Business Days

• Priority Mail: 3-5 Business Days

• Express Mail: 1-3 Business Days

International Deliveries:

• First Class International Mail: 8-15 Business Days

• International Parcel Post: 8-15 Business Days

• TNT Express: 1-4 Business Days

A note on international orders: Delivery times can vary from the ones qouted on the table, due to custom and carrier delays.

7- Are parcels insured? Am I protected against loss, thefts or damages?

All parcels are insured up to 100% of their retail value. If for some reason, you package is damaged, lost or stolen, we will re-ship your order immediately. Elicina USA takes care of all paperwork pertinent to filing a claim against parcel insurance.

8- How can I trace my parcels?

9- How can I view past orders?

10- How can I return a purchase?

If you need to return a product, please follow these simple steps:

1. Send an email to returns@elicina.co to obtain a return authorization number.

2. The merchandise to be returned must be sealed, in new condition.

3. Ship the parcel following the instructions given on your return authorization email. Please write the return authorization nubmer clearly on the label

4. Please make sure that the parcel you send is traceable and insured. We will not be responsible for lost or damaged merchandise!

5. Package all creams securely to avoid transit damage

6. We will refund yoru payment (minus shipping fees, if any) within 48 hours of receiving the merchandise back.

11- Is my personal information secured?

Absolutely! Elicina USA website offers you security and privacy in every transaction, 24/7:

• Every purchase is encrypted: All the information you type into our website travels through the internet a 2048 bit secured encryption scheme, and remains encrypted in our servers. All financial data (credit or debit card numbers, checking account information, etc) is purged after obtaining payment authorization from authorize.net, a leading credit card and check processor. No human being ever has access to your financial or payment industry information!

• Your demographic data (name, address, telephone number and email address) will NEVER be transferred, sold, or used with any other purpose than fulfilling your orders.

• Our website is PCI compatible, adhering to the highest security standards designated by Visa and MasterCard International.

12- Does Elicina USA send promotional emails?

We send monthly newsletters featuring special offers and Elicina information ONLY to those users who subscribe to our newsletter. You can unsubscribe at any time!

13- Can I fax my order?

14- Can I place an order over the phone?

Absolutely! You can call us, US toll free, at 888 307 1930 or from abroad at 305 328 8516 to place your order.

15- Does Elicina USA deliver internationally?

Absolutely! Elicina USA ships virtually anywhere. Keep in mind the following guidelines concerning international orders:

• Special steps might be necessary in order to obtain approval from your credit card company. We will contact you via email if further information is needed.

• You will be responsible for any custom - tax duties, if applicable. We are required by law to list the price you paid as the customs amount of the package. Upon arrival of your package in your country, the courier will contact you to arrange payment of any local duties / taxes / customs charges assessed by your government. Keep in mind that we have absolutely no control over these charges.

• First Class International Mail parcels are sent via United States Postal Services in our end, and delivered at your home or office by your local postal service (Canada Post if you live in Canada, Royal Mail if you live in the UK, Australian Post if you live in Australia, etc)

• Online tracking of First Class International Mail, Priority International or Global Express parcel is not always available. Depending on your local postal service regulations, you might need to contact them directly in order to obtain transit information.

• Please keep in mind that mandatory custom clearance might cause delivery delays.

16- How can I be notified of future promotions?

Subscribe to our newsletter and you will be automatically notified of any upcoming sales an events. You will see the subscription link in the lower left corner of every one of our web pages.