FAQ

CONTACT

How can I get in touch with you?

Our company is based out of Grand Ledge, Michigan. Our hours of service are Monday to Friday from 9am to 5pm EST (excluding holidays).

To reach our team, please visit our contact page to submit your inquiry or, within North America, call 517-331-9334 within our service hours.

When can I expect a response to my email?

We generally respond to email within 24 hours

ORDER

Can I place an order over the phone?

Yes! We will be delighted to serve you in this way, however, it is easier to go online and place your order through our amazing website.

I placed an order on your website and never received a confirmation email.

If you haven’t received confirmation from us, please fill out the contact page on our website and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

Can I add or remove products from my order?

Unfortunately, once an order has been placed, we cannot make any edits or substitutions.

However, after placing an order, if you notice incorrect items, let us know as soon as possible by phone or reaching out to us via our contact page. We may be able to cancel and refund your order so that you can place another with the correct items!

I want to cancel my order.

Changed your mind? Made a mistake? That’s okay!

Please reach out to us through our contact page or give us a call and our customer service team will help you. Please reach out as quickly as possible so that we cancel your order in time. Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment but we do offer our 365-day refund policy in any event.

There’s something wrong with the order/products I received!

We’re so sorry about the mix-up.

If there is an issue with the order you have received, we kindly ask that you provide a clear photo of the packing slip (clearly displaying the order number and any initials marked) and all the units received (preferably in the original packaging). One of our service team members will be happy to further assist in resolving this issue!

If an item is faulty, please provide a clear photo of the unit(s) received and a description of the issue.

How can I exchange/return an online purchase?

We don't offer exchanges but we do have a 365-day Return Policy on all items purchased directly from us.

Please refer to our Return Policy in our Terms & Conditions. Please note any purchases made through a third-party retailer are exempt from our Return Policy and would be subject to the specific retailer’s policies over which we have no control.

BILLING

What methods of payment do you currently accept?

We currently accept major credit cards and payments made through PayPal.

When will my payment be processed?

Your card will be charged after your order has been successfully placed.

SHIPPING + DELIVERY

Where does HONEST O3 ship to?

We are proud to say that HONEST O3 offers worldwide shipping!

How long does an order take to process?

We try to get to orders as quickly as we receive them and in most cases fulfill orders within 2 days. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions).

How long does it take to ship?

We use various couriers depending on destination and, as a result, shipping times vary. Most USA orders arrive within 2-4 business days. International orders can take up to 21 days.

You will receive an email once your order has shipped with your tracking number for each order, along with a tracking link.

I did not receive a tracking number!

We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.

Which shipping courier do you use? Where are your orders shipped from?

We ship via UPS and USPS within the United States. We use DHL to ship internationally.

I want to edit my shipping address.

Kindly reach out to us through our contact page and our service team will see if this can be done.

Please note that we cannot modify your shipping details once the order has been processed by our team. We also are unable to modify the route of a parcel once it has been shipped.

How can I track my order?

Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information.

I’m having issues tracking my order; can you help me?

Once an order has left our facility, please note that it can take 1-2 business days for some shipping couriers to update further tracking details on their website.

If your tracking number does not work, or hasn’t updated within two business days, please reach out to us through our contact page and our service team will get right on that for you!

My package is being returned to sender (RTS). What do I do?

If you see that your parcel is being returned back to HONEST O3, simply reach out to us through our contact page and let us know! We can reship your order a second time at no cost to you (please note that we may require an alternate shipping address).

My order is missing/stolen!

Please reach out to us through our contact page so that we can start an investigation with the courier in regards to your missing parcel.

Until a missing package has been returned to HONEST O3 or officially declared lost, we are unable to reship or refund the order.

We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD), we are unable to issue a refund.

Are there any taxes, brokerage, or customs fees?

Any applicable taxes are applied to your full order (including shipping). This will be reflected by the total cost upon checkout.

PRODUCT

Do you test on animals?

HONEST O3 does not test on animals and we do not ask others to do so.

Can you send me product samples?

Unfortunately, we do not offer product samples at this time!

I am interested in selling your products on my website/in my store.

For retailer or distribution inquiries, please click on the appropriate wholesaler or affiliate link on our website and our service team will be happy to further assist!

How should I store my ozone product?

You should store it in a cool, dry location. Once opened, it is best to store in the refrigerator.

How long will my ozone product last?

Each product has an expiration date printed on the container. This is assuming that the product is not opened. Once opened, we advise that you use within a year.