FAQ & Help Center
FAQ & Help Center
Welcome to our Help Center! Find answers to the most common questions about our products, orders, shipping, and more. If you can't find what you're looking for, feel free to contact us.
📦 Orders & Shipping
How long does shipping take?
Standard shipping typically takes 5-7 business days within the continental US. Expedited shipping (2-3 business days) is available at checkout. Orders are processed within 1-2 business days (Monday-Friday, excluding holidays).
Do you ship internationally?
Currently, we ship within the United States only. We're working on expanding international shipping in the future—stay tuned!
How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can also track your order by logging into your account and viewing your order history.
What if my order arrives damaged?
We take great care in packaging our products, but accidents happen. If your order arrives damaged, please contact us within 48 hours with photos of the damage, and we'll send a replacement or issue a refund.
🔄 Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery for unused, unopened products in their original packaging. Due to the nature of our wellness products, we cannot accept returns on opened bath & body items, candles, or teas for health and safety reasons.
How do I initiate a return?
Contact our customer support team at support@auraandwellness.com with your order number and reason for return. We'll provide you with return instructions and a prepaid shipping label if applicable.
When will I receive my refund?
Refunds are processed within 5-7 business days after we receive your returned item. The refund will be issued to your original payment method.
Can I exchange a product?
Yes! If you'd like to exchange a product for a different scent or size, please contact us and we'll help facilitate the exchange.
🌿 Products & Ingredients
Are your products natural and organic?
Yes! We curate premium natural wellness products from artisan makers who use high-quality, ethically sourced ingredients. Our candles are made with soy wax, our teas are organic, and our bath & body products feature natural, plant-based ingredients. Check individual product pages for specific ingredient lists.
Are your products cruelty-free and vegan?
We prioritize cruelty-free and vegan-friendly formulations wherever possible. Most of our products are vegan, though some may contain honey or beeswax. Product descriptions clearly indicate vegan status.
Do your products contain synthetic fragrances or parabens?
No. We avoid synthetic fragrances, parabens, phthalates, and harsh chemicals. Our products use natural essential oils and plant-based ingredients for fragrance and efficacy.
Are your products safe for sensitive skin?
Our products are formulated with gentle, natural ingredients suitable for most skin types. However, everyone's skin is different. We recommend patch testing if you have sensitive skin or allergies. Check ingredient lists for any known allergens.
How do gemstone diffusers work?
Our gemstone-infused diffusers combine aromatherapy with the natural energy of crystals. While the therapeutic benefits of essential oils are well-documented, the metaphysical properties of gemstones are based on holistic wellness traditions. Each diffuser includes care instructions and scent profiles.
💡 Usage & Care Tips
How long do your candles burn?
Burn times vary by size. Our mini candles (2.3 oz) burn for approximately 15-20 hours, while our standard candles (4.9 oz) burn for 30-40 hours. For best results, trim the wick to 1/4" before each use and burn for 2-3 hours at a time.
How do I use essential oil diffusers?
Fill the diffuser with water to the fill line, add 3-5 drops of your favorite essential oil or fragrance oil, and turn it on. Most diffusers run for 3-6 hours. Clean weekly with a soft cloth and mild soap to prevent oil buildup.
How should I store my bath bombs and scrubs?
Store in a cool, dry place away from moisture and direct sunlight. Bath bombs are best used within 6 months of purchase. Body scrubs should be kept sealed and used within 3-4 months for optimal freshness.
How do I brew your organic teas?
Steep one tea bag in 8 oz of hot water (200-212°F) for 3-5 minutes, depending on desired strength. Herbal and caffeine-free teas can steep longer. Enjoy hot or iced!
🏢 Wholesale & Partnerships
Do you offer wholesale pricing?
Yes! We partner with spas, wellness centers, boutiques, and retailers. For wholesale inquiries, please email wholesale@auraandwellness.com with details about your business.
What are your wholesale minimums?
Minimum order quantities and pricing vary by product category. Contact our wholesale team for our current catalog, pricing tiers, and terms.
Do you offer private labeling?
We're exploring private labeling opportunities for select partners. Please reach out to discuss your needs and we'll see how we can help.
👤 Account & Payment
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save your shipping information, and access exclusive offers.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption to protect your payment information. We never store your full credit card details on our servers.
How do I update my account information?
Log into your account and navigate to "Account Settings" to update your email, password, shipping address, or payment methods.