Shipping & Return Policy


Order Processing Times

  • Because every Radi-Ence product is hand-poured in small batches, orders ship within 1-3 business days after payment clears.

  • If we ever anticipate a longer delay, you’ll receive an email asking you to approve the new ship date or cancel for a full refund, as required by the FTC Mail Order Rule.

Shipping Methods & Rates

  • We currently ship anywhere in the United States via USPS Priority Mail®, which typically arrives in 1-3 business days once in transit (delivery times not guaranteed).

  • At checkout you’ll see real-time carrier rates calculated by Squarespace.

  • Massachusetts generally excludes separately-stated shipping charges from sales-tax calculations; those charges appear as a standalone line item on your receipt.

Local Pickup – Dracut, MA

  • Free local pickup is available at our studio: STUDIO ADDRESS, Dracut, MA 01826.

  • Choose “Local Pickup” at checkout; you’ll get an “Order Ready” email when your items are waiting for you.

  • Pickup hours: [DAYS & TIMES] – please bring your confirmation email and a photo ID.

  • Orders not collected within 14 days revert to standard shipping (we’ll invoice you for postage) unless you contact us to reschedule.

Order Confirmation & Tracking

  • An automatic confirmation email goes out seconds after you finish checkout, followed by a USPS tracking link once the label is printed.

  • If you don’t see these emails, double-check your spam folder or contact us at [SUPPORT EMAIL].

Damaged or Lost Packages

  • Inspect packages on arrival. If something arrives damaged, email info@radi-ence within 48 hours with photos of the box and product so we can start a USPS claim.

  • USPS allows damage claims up to 60 days from the mailing date, so prompt notice helps us process your replacement or refund swiftly.

Returns & Exchanges

Because skincare falls under personal-hygiene products, our return window is intentionally narrow.

If you decide you no longer want an item, you have 14 days from the date of delivery to send it back only if it is completely unopened, unused, and still in its original packaging; once we receive the product in resale-ready condition, we will issue a full refund to your original payment method.

Unfortunately, we cannot accept returns on items that have been opened or used—once a seal is broken, the product can’t be resold for sanitary reasons, a common standard in the natural-beauty industry.

If your order arrives damaged in transit, please follow the steps below so we can arrange a prompt replacement or refund.

How to Start a Return

  1. Email info@radi-ence.com with your order number, reason for return, and photos, if applicable.

  2. We’ll reply within 2 business days with an RMA number and a prepaid return label if the item was defective or we made an error.

  3. Pack items securely and mail them within 7 days of receiving the label.

Customer-initiated returns (e.g., changed mind) are shipped at your expense; original shipping charges are non-refundable.

Refund Processing

  • Once we receive and inspect your return, we’ll email you the approval status. Approved refunds post to your original payment method within 5-7 business days, subject to your bank’s processing times.

  • If a returned item arrives damaged due to poor re-packaging, we may deduct a restocking fee.

Non-Returnable & Final-Sale Items

  • Custom gift sets, limited-edition seasonal releases, and sale items tagged “FINAL SALE” cannot be returned.

  • Gift cards are non-refundable.

Legal Disclosures

  • Radi-Ence complies with Massachusetts consumer protection regulations requiring merchants to clearly disclose any limitation on returns before purchase.

  • Statements about our products have not been evaluated by the FDA; products are cosmetic and not intended to diagnose, treat, cure, or prevent disease.

  • The policy is governed by the laws of the Commonwealth of Massachusetts and the United States.

  • We may update this page as laws or business practices change; check back each time you order.

Need Help?

Questions about shipping or returns? Email info@radi-ence.com or use our Contact form. We aim to reply within 1 business day.