Frequently Asked Questions
SHIPPING QUESTIONS
How much is shipping?
UNITED STATES: Free standard shipping on U.S. order over $120, expedited shipping options will be shown at checkout.
CANADA: Free standard shipping on Canada orders over $250 USD, expedited shipping will be shown at checkout.
INTERNATIONAL: Shipping prices will be reflected at checkout depending on the shipping destination and weight of your order. At this time we do not offer free shipping for international orders.
How quickly do you process and ship your orders?
We take pride in our shipping speed. 90% of all orders are shipped out within 1-2 business days! We do not ship orders over the weekends. Any orders placed on the weekends or the holidays will be shipped on the following business day.
During peak sale season, restocks, and new drops the delivery of your package(s) may take a little longer. Thank you for your patience.
The cut-off time for same day shipping for Second Day, Overnight Orders, and DHL Worldwide Express is 10am EST. Any orders placed after that time will be shipped the following business day.
Orders are subject to verification and approval before shipping. If inaccurate or incomplete information was provided, this may cause a delay in processing and shipping your order.
If an item(s) is out of stock, this may cause a delay in processing and shipping your order. Rest assured that you will be notified via email or phone about any changes associated to your order.
How can I track my order status?
Once an order is placed, an email will be sent to each customer with the tracking number and instructions on how to track the order after your order has been shipped.
Note: Please give the tracking number 24-48 hours to update.
How long will it take for my order to arrive?
After your order has been shipped, arrival times on all orders depend on what shipping method was chosen.
Domestic Shipping:
Next Day Shipping - 1 Business Day
2nd Day Shipping - 2 Business Days
Expedited Shipping - 2-3 Business Days
Standard Shipping - 4-5 Business Days
International Shipping:
USPS First Class Mail Intl - 1 to 5 Weeks depending on the country
DHL - 3-10 Days depending on the country
UPS Expedited - 4 to 10 Days depending on the country
Please note: The cut-off time for same day shipping is 10am EST. Any orders placed after that time will be shipped the following business day.
Do International orders have to pay custom fees?
We unfortunately have no control over custom fees and they vary from country to country. Customers would be responsible for paying all customs fees.
What happens if I refuse an order?
If for any reason you did not want your package or were not satisfied with the shipment, you do have the option of refusing the package which you can reach out to the carrier directly and refuse delivery. Once the package has reached our facility we will be able to issue a refund for the order
Keep in mind that the shipping fee would not be included in the refund of the order when packages are refused.
What shipping carriers do you use?
We mainly use USPS and UPS for domestic shipments and offer a few options for international customers which can all be seen when choosing your shipping option at checkout
ORDERING QUESTIONS
Is your ordering system secure?
Yes, we do have a fraud protection system in place and information is secured with shopify security systems.
What payment methods can I use?
We accept all major credit cards, PayPal, Apple Pay, Amazon Pay, and Shop Pay Installments.
I tried to place an order, but my payment did not go through. However, I checked my credit card statement and I see a pending charge from the store. What happened?
This is a common issue that happens to many customers. If you did not get an order confirmation email, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card. Please give it 48 hours and that charge will disappear and the money will go back on your card.
I keep getting an error that says, “Zip code does not match billing address.” Why is that?
For your order to go through, you must provide us with the zip code of where you receive your credit card statements. If you supply the wrong zip code, your order will not go through.
If you received this error message but you were still charged on your credit card, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card but was unsuccessful. Please give it 48 hours and that charge will disappear and the money will go back on your card.
Can I change my order once it's placed?
Although we wish we could accommodate all changes, we fulfill orders very quickly!
This includes the following:
- Changing an Address
- Changing an Item
- Adding or Removing Items
- Switching Shipping Methods
Once your order has been confirmed, it’s not possible for you, or us, to change it. Please ensure all your information is correct before submitting your order. If your order is not yet shipped out, feel free to contact us immediately (818) 206-8764 and we will happily cancel your order, so that you can reorder the correct item. Please note that given the speed at which certain items sell out, we cannot guarantee that your item(s) will be available if your order is cancelled.
I entered the wrong address! What can I do?
Unfortunately once an order has been placed we would not be able to make changes on the order. But customers can reach out directly to the carrier and potentially have the package redirected to a new address or held at a postal location. If the package were to be returned back to our facility we are able to offer a reshipment, refund, or store credit once the package has been returned.
We would not be liable for any misdeliveries, if the package was marked delivered we would not issue a refund for that order.
RETURN & EXCHANGE QUESTIONS
What is your return/exchange policy?
We accept returns and exchanges on all orders as long as the item is in its original and sellable condition within 14 days of purchasing the item. Unfortunately, we do not accept returns on crystals and stones due to the nature of the product.
Returns can be refunded back to the original payment method (with a handling fee) or come in the form of store credit. We reserve the right to adjust returns if original items are not received in new condition. If items are not in stock at the time we receive your item, you will be receiving store credit for it.
At this time, we do not offer free return shipping. The customer is responsible for return shipping cost.
You can email us at returns@themystical-you.com if you would like to start a return.
Where should I send back my items for a refund/exchange?
All returns and exchanges should be done through our RETURN/EXCHANGE PORTAL and mailed back to:
The Mystical You
504 Monmouth Rd - Unit 3, Millstone, NJ 08510
If you need further assistance with your return or exchange:
Call us at (732)-955-9506 | Monday - Friday 11:00am to 6:30pm EST or email us directly at returns@themystical-you.com
International Orders: Customers are responsible for paying all customs and return shipping fees. PLEASE MAKE SURE YOU ADD ORDER NUMBER AND EXCHANGE/REFUND REQUEST INSIDE THE PACKAGE.
PLEASE DO NOT PASTE PACKING SLIP ON THE PRODUCT PACKAGING.
How long will the return/exchange process take?
Efficient return/exchange with a turnaround time of 2-7 business days.
Am I responsible for the return shipping fees?
At this time, we do not offer free return shipping.
I received the wrong/defective product?
We are sorry to hear this. Customer satisfaction is our biggest priority. Please reach out to our support team at support@themystical-you.com with your order number and a photo of the item you have received to further assist you!
GENERAL QUESTIONS
How can I contact you?
If you have any questions about your order, please feel free to call (732) 955-9506 or email us at support@themystical-you.com. We are open Mon-Fri from 11am to 6:30pm EST.
What are your customer support hours?
We are open Monday-Friday 11am - 6:30pm EST excluding holidays and weekends.
I sent an email and haven't heard back?
We respond to e-mails as quickly as we can however during high volume launches/sales please expect to hear back within 24-48 hours. We do not respond back to e-mails over the weekend. If you need immediate assistance please call us during our business hours, we are open Mon-Fri from 11am to 6:30pm EST.
I didn't receive my order, what can I do?
If you have received a notification that your order has been delivered and found that nothing has been found we do recommend allowing 24 hours to pass after the delivery notification as some carriers can deliver the package at a later time.
If you still have not received the package after that time please reach out to our support team by calling (732) 955-9506 or emailing us at support@themystical-you.com as we can start a claim and investigation with the carrier.
We would not be liable for orders that have been marked delivered and not received. Customers would not be entitled to a refund unless carrier has provided notice of the package being lost or misdelivered.
PRODUCT QUESTIONS
The item that I want is out of stock, when will it be available again?
Due to the high demand of our popular items, they do tend to sell out quickly. While certain products are very exclusive and only released once, most of our items are restocked regularly.
To be notified when a product is restocked:
- Select the item that you want
- Click the 'EMAIL ME WHEN AVAILABLE' tab
- Input your email
- As soon as the item is restocked online, you will receive an email message
Be sure to act fast once you are notified. We have long lists of people waiting to be notified on restocks, so there is no guarantee that you will be able to get the item that you are waiting on.