Frequently Asked Questions
Q: How can I contact Isle of Eden?
A: To contact us, please use the "Contact Us" at the top of the website. To reach the founder/creator of Isle of Eden, please contact Alexa at alexa@isleofeden.com.
Q. Where is Isle of Eden located?
A. Isle of Eden is located in the greater Washington, D.C., area.
Q: What is TAT?
A: TAT (turnaround time) is the time it takes from placing your order to shipping your order. There is a link on the top of our home page for TAT and this is updated regularly. An approximate time span is given, and more specific information regarding what orders we are working on is normally available there as well. We estimate our TAT to the best of our ability, but this may be affected by sales, new collections, weather (in the case of this winter, snow so far), or a sudden influx of orders, so please understand that this is a general estimation and not a guarantee. **Current TAT is 15 business days**
Please keep in mind that each Isle of Eden product is made to order based on the customer's specifications. Due to the custom nature of our product, our turnaround time may be slightly longer than what you are used to for "off the shelf" products, but we hope that the wait is worth it for our fresh, fun and unique products.
Q: Shipping - How much do you charge for US shipping?
A: Our current shipping is $8.99 for all domestic orders -- no matter how large. We ship all domestic orders via USPS. The regular size flat-rate boxes are now $10.20, and the large flat-rate boxes are now $14.50. These are the new rates from USPS that started January 18, 2010. If we have any specials on shipping, we will post a note in a newsletter, or put a note on your main page of the site about a special ship sale.
*Our current shipping special is: All domestic orders ship for $8.99, no matter how big. :)
Q: Shipping - Do you ship internationally?
A: Yes, we do ship Internationally! We use USPS.com for all International Shipments. They have 3 sizes of flat-rate boxes available. A small flat-rate box (which is very small, about the size of those old VHS tapes), then there is the most-used medium flate-rate box, and also, a large flat-rate box. You can see the prices at www.USPS.com under International Shipping. If you require more postage than what you pay at checkout for your country code, we will contact you upon your order completion, and invoice you for the balance of shipping. If you have any questions regarding International shipping, please email us and we will be glad to help you. Please email Alexa at: alexa@isleofeden.com We know international ship rates are high, so if you read this note, consider it a little coupon for a free little gift with your international order. Each international order will receive a roll-on perfume in their choice of fragrance. :) Please mention this in your checkout notes. Thank you!
Q: What forms of payment do you accept?
A: We accept Paypal, and you can use your Visa and/or MasterCard through paypal.com. Please be aware if paying via Paypal that you must wait for Paypal to redirect you back to our site for your order to be processed. If you have any difficulty paying via Paypal, please contact us immediately via email and we will work with you to get your order processed. If you would prefer to pay via money order, please contact us to assist you.
Q: What is your refund policy?
A: Here at Isle of Eden, we only offer fresh, custom-made products. All orders are made to your specifications and because of this, we are unable to offer refunds except in special cirumstances.
If you place an order and immediately need to cancel, please contact us at alexa@isleofeden.com within 48 hours of placing your order for a refund. Please include "REFUND REQUEST" and your order number in the subject, and include the reason for the refund request in your note. A refund will not be issued beyond 48 hours after placing your order.
If you receive an incorrect item, please contact us via email with your order number and all pertinent information. Incorrect items must be returned in the condition in which they were received to Isle of Eden in order to receive a refund. Once the product is received, we will refund the cost of the item and the shipping cost to return the item to us.
Q: My scrubs are not the same colors as they are pictured on the website. Did I receive the wrong item?
A: Our scrubs are custom-made and may arrive in different colors than what is pictured on the website. In order to speed things along, we don't require our employees to adhere to color codes for products (nor do we take customer color requests). Therefore, while you will definitely get the scents you order, our item colors can possibly vary. Our creative team that creates your scrubs, is free to "design" your scrub, and usually do a beautiul job, and love being creative. Each scrub is made just for you, and some are decorated, and we take great pride in our beautiful, colorful creations.
Q: My item arrived in a different container than last time (or a different container than pictured on the website). Is this normal?
A: We strive to put our products in the same type of containers pictured on the website. However, sometimes the exact containers are unavailable and will therefore be substituted with another reasonable container of approximately the same weight as ordered. No refunds/substitutions will be given due to products arriving in different colors or containers than those shown online.
Q: Are your scrubs sold by weight or volume?
A: We sell our scrubs in 4 oz, 8 oz, and 16 oz jars. The net. wt. of these are as follows: 4 oz jars weigh between 5-7 oz net. wt. 8 oz jars weigh between 9-11 oz net. wt. 16 oz jars weigh between 18-20 oz net. wt.
Q: Why do you sometimes ask customers to return products that the customer isn't happy with, in order to get a refund or exchange? Why do you need the product back?
A: We do sometimes ask that items be returned. We are aware that this can be an inconvenience and for this we do apologize. However, there are many reasons that we need the product returned. Sometimes it is because we need to return it to our supplier. Sometimes we need to show it to an employee who incorrectly made the item. We understand the inconvenience involved, but we are always striving to provide the best quality for our customers,therefore, sometimes this step is needed for quality control.
If we ask the customer to return a product that is incorrect due to our mistake, we always reimburse the customer for shipping that product back.
Q: Do you allow order cancellations?
A: We do allow orders to be canceled, if you cancel within 48 hours of making your order.
Q: I placed an order, but I need to change a scent selection. Is this possible?
A: We are no longer able to make scent changes or additions to orders. This rule is necessary to help us streamline our operations and keep your shipments moving!
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