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Earthtones Client Care

We have two different locations where we stock products. Our Fulfillment Centre fulfills online orders only, and our TrichoSpa. It is for in-person shopping and pick-up orders placed online. Our locations will have varying amounts of inventory. 

If you are seeing the message you are referring to it‘s not an indication that there is anything wrong with your address. It indicates that one or more of the items you are trying to purchase is out of stock at our Fulfillment Centre, but may be in stock at our TrichoSpa where we don’t ship from. Due to this, Shopify gives a “shipping location” error which we understand can be very confusing. Shopify doesn't provide information on what items are causing the error and there is no way for us to provide this information. 

For this reason, we have included our location quantities for each product on the product page.


Inventory Information

If the "Get It Shipped" quantity is 0, the items can't be shipped. We've included the inventory quantities for every product on our website. Just select the size you are interested in to see the quantities. We try to keep the inventory as up-to-date as possible. 


 




If you add a product where the "Get It Shipped" quantity is 0, at the Cart page you'll see this error message:


 



*To proceed with your order, please navigate to the respective product page for each product you are ordering and remove all products and sizes where the Get It Shipped inventory is 0.

Do you not ship to my address anymore?

We are experiencing the same challenges that many companies are experiencing when it comes to inventory. For us it's due to raw material shortages and availabilty. If we can't get a raw material that is in one of our products, we can't make it. Additionally, our suppliers lead times have increased dramatically. Sometimes it takes up to 3 months to receive raw materials from the time they are ordered. As a result, that delays our production.

We are trying our best to restock unavailable products as quicky as possible. Replenishing timeframes are based on raw material availability, delivery lead times and production scheduling.

When will you be restocking?

To initiate a return, please go to this link to login to the new customer account section for self-serve returns.

Here are the instructions to continue:

1. In the Email field, enter your email address, and then click Continue. 
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email. 
3. Go back to the online store, and then enter a six-digit verification code.

Once you login you'll see a list of your orders:



 



Click on the order you're interested in returning.  Click on Request Return.


 


You'll then see this page where you can select the product you would like to return and then fill out the details to request the return.


 


Once your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returne - depending on the return reason - you'll receive a refund less the shipping amount.

How do I cancel an order?

Our Fulfillment Center ships on Tuesdays and Thursdays. We are presently in the process of preparing your order for shipment. Once a shipping label is generated for your package, you will receive a Shipping Confirmation email providing details about your shipment, including a tracking number. This tracking number allows you to monitor the pickup by the courier, track the shipment's progress, and stay informed about the delivery status.

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