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FREQUENTLY ASKED QUESTIONS
1). My credit card statement showed a charge from ESSANCE Linen Inc. Who is "ESSANCE"
"ESSANCE" is our parent company. Your credit card will be charged via "ESSANCE" our parent company for all your purchases. We have noted this on the bottom of your invoice and also on the credit card receipt.
Please take note of this when you received your credit card statement.
2). Where are you located?
We are located in Pasadena, California, USA.
3). I just found your website and loved your products. Is there a store I can visit?
Sorry, we do not have a physical storefront. We are an Internet Store.
4). Why is your shipping charge so high?
Currently, our system automatically calculated the shipping using UPS automated shipping rate. The minimum shipping weight for UPS is 1 lb. per item. If you have ordered multiple items (e.g. 10 items or 10 pieces of the same item), the system calculated as 10 lbs for the package. The system cannot calculate combined shipment.
To not to overcharge you on shipping, we use the actual weight of the package for calculation. When we received your order, our warehouse will first pack the order and weight it, then, the billing department will use the actual weight as provided by the warehouse to calculate the shipping charge.
For any package that is less than 2 lbs., the shipping is $6.50 via USPS priority mail with delivery confirmation. For any package that is 2 lbs. or more, we use UPS ground service, and the shipping is charged as described above.
We can always email or call you first to confirm the actual cost of shipping before shipment. Just put a note on the message section that you need to confirm the shipping charge before shipment.
If you had paid via Pay Pal with the higher shipping fee, we would refund you back the difference via Pay Pal.
5). I love your products. Can you please send me a printed catalog?
We are sorry that we do not have any printed catalogs. All our products are listed on the website.
6). I am not comfortable with paying by credit card via the internet. Can I pay by personal check or money order?
Yes, you can pay by personal check or money order. When paying by personal check, your order will be shipped once your check is cleared through the bank, which would take 7-10 days for the check to clear. When paying by money order, you order will be shipped once we have received your payment.
Please make your check or money order payable to: ESSANCE
And mail it to: 2895 Nina Street, Pasadena, CA 91107.
7). Is your site secured?
Yes, our site is secured. All your personal information is protected.
8). Do you provide monogramming or custom embroidery service?
We apologize that currently we do not provide any monogramming or custom embroidery service. All our products are pre-embroidered from China.
9). Do you wholesale?
For wholesale information, please fax a copy of your Resale License to FAX#1-626-793-8027. Please include your name and contact information on your fax.
Upon receipt of your resale license information, someone from our wholesale division will contact you. You can also complete the Wholesale Account Sign Up Form from the Wholesale Information Section.
For your information, the minimum opening order for Wholesale is $150.00. Some items that are listed on the retail website may not be available for wholesale.
10). Can your products be machine washable and dryable?
All our products can be machine wash and dry. In most cases, ironing is required.
Please refer to our Product Care section for care information.
11). Do you ship internationally?
We do ship internationally. Just email us or call us at 1-888-222-1282 for more information.
12). Do you offer quantities discount?
Yes, we do offer quantities discount when you ordered 100 units or more of the same item. Also, if you have a resale license, we can offer you wholesale prices for the products.
13). Do you send out samples?
We apologize that we do not send out samples.
14). What is your Return Policy?
If you are not satisfied with our products, you can call us or email us within 30 days from the date of the invoice to obtain a "Return Authorization Number". Please make a copy of the original invoice, note the "Return Authorization Number" on the invoice, and enclose the invoice with your return. Upon receipt of the returned merchandises, we shall credit your Original Payment Method with the full value of the merchandises. However, shipping will not be credited.
Any returns without our prior assigned "Return Authorization Number" and/or beyond the 30 days "Return Period" is subjected to a 15% restocking fee.
** Return Merchandises must be un-used and unwashed, and are in the original condition** No return will be accepted and no refund will be given on merchandises that are not in the original condition.
Closeout items are "Sales As Is" and cannot be refunded nor returned.
15). My table measures 52" x 72", what size of tablecloth do I need?
Always allow at least a 6 inches drop from both sides of the table. Preferably a 6" to 10 inches drop. For example: if the table is 6 ft long ( 72"), a cloth measures at least 84" in length would be preferred. In this case, you would choose a 72" x 90" cloth. For more sizing information, please refer to "Tablecloth Sizes" on our Product Care Section.
16). Would I be able to ship an item I purchased to a different address?
Yes, we can ship your purchase to a different address. When shipping to a different Ship to Name and different Ship to address, we would enclose a packing list with no pricing with the package. Then, we would mail the original invoice with the credit card receipt to the Bill to address.
17). Do you have more information on the State Flowers?
You can find out more information on the State Flowers from the following websites:
http://www.50states.com/flower.htm
http://en.wikipedia.org/wiki/List_of_U.S._state_flowers
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