Customer Service

At AYU Sunless it is our desire to make your shopping experience as smooth and trouble free as possible.

Online order: Start shopping by adding items to the shopping cart and proceed with our secure checkout system. We accept Visa, MasterCard, Discover or American Express card and Paypal. All payment information is transmitted via SSL encryption technology. When completing your credit card information be sure to enter your billing address exactly as shown on your credit card statement. If your credit card payment is declined for any reason, you will be notified via phone call or email as soon as possible. A valid CVV2 (Card verification value) number must be provided when completing the payment. This is a safety measure in place to protect our customers against fraudulent credit card use. At this time all credit card orders will appear on your statement as AYU Bath and Body.

Mail Order: If you prefer to purchase without using your credit card on our site, you may order via mail. Please proceed through our shopping cart as usual, and simply print out the contents of your shopping cart when you are finished, adding items before proceeding through checkout. When you mail in your order please be sure to clearly include your full name, telephone number, e-mail address and full mailing address. Please note however, that there will be a delay until your check clears your bank. If ordering by mail, please do not forget to add sales tax (if ordering within Tennessee (TN) currently 9.257%).Goods remain the property of AYU LLC until paid in full.

Order By Phone: You may also telephone your orders between 8.30 am and 6.00pm Eastern time, Monday through Friday 1-888-298-8081 or 423.285.8553, We are closed on all major holidays and weekends. There are times that we are in the lab or servicing other customers. In that event, please leave us a message and your telephone number where we can reach you and we will return your phone call as soon as possible.

We are sorry, but we cannot accept CODs.

E-Checks payment:  If you choose to use Paypal to send an E-check your order will not ship until the E-check clears. E-checks can take up to 5 business days to clear.

Order Processing / Shipping: All orders are carefully packaged and prepared for shipment from our facility within 2 business days excluding holidays. In the event of an unusual delay, customers will be contacted via email. Give an additional 1-5 days for delivery. Customers will receive an order summary and receipt via email shortly after placing their order.

All our orders are shipped via FedEx ground service or US Priority Mail.  FedEx ground typically takes 3 to 5 business days, depending on your location.   Packages weighing less than one pound are shipped via US Priority Mail with confirmation (3 - 5 business days).  Packages shipped to Alaska, Hawaii, and US territories may incur an additional shipping charge.  We will try and make sure Fed ex and USPS send notification or tracking number or delivery confirmation via e-mail to each client upon shipment. We suggest you retain it in your records until the order is received. Please make sure that the email address you use when placing your order is spelled correctly and is able to receive emails from the www.ayusunless.com. If you did not receive your order confirmation in few hours of placing an order please email or call us and we will be happy to forward the order confirmation to you.

Suggestion: If you use AOL, Yahoo, Hotmail for the contact  email please also check your junk mail folder or spam folder for order confirmation from ayusunless.com

Express Shipping: Quick Shipping option is available upon contacting us via Fed Ex  express over night or second day or  USPS overnight , please call us (423.285.8553) and we will get a shipping quote to you, additional charges may apply for quick order process.

International Shipping: For International orders please e-mail us with your order and shipping address and we will e-mail back with total cost including shipping cost. We ship internationally via global express (3 to 5 business days) or air mail parcel post ( 4 to 10 business days); We will always try our best to find the most economic and insured way to ship your products. Please do not direct order through our shopping cart for international orders.

Shipping Address verification
Orders are shipped to the address provided by customer in the ‘shipping Address” area of the shopping cart. This address is also appears in the customer receipt email, it is your responsibility to make sure that the address submitted during check out process is correct with complete information. If package is returned to us as ‘undeliverable” for any reason we will contact you for correct information via phone or email and additional charges will apply to ship the package again.

Changes in Order or Cancellation:
 Please check your order before submitting and check the email receipt you receive after placing an order for any error, if we notice any error in your order, we will contact you via email for verification.

Any changes in order or cancellation of the order should be emailed to ayuinternational@gmail.com as soon as possible and no latter than 8 hours after the order has been placed as sometime orders may processed and shipped within 24 hours and once we process the order we do not be able to make changes or cancellation.

Sample:
Our mission is to provide superb customer service to our clients and we are happy to include a little surprise with every shipment of our sunless tanning products or skincare products. Each order receives a gracious sample of our products. When you place your order you can mention which samples you would like to try and subject to availability we will try our best to include the sample you want.

RETURNS AND EXCHANGES

If you’re not completely happy with our skin care products, please contact us, toll-free, at 888.AYU.8081 so that our customer service may assist you in the return of your items. We will gladly accept the return of any unsatisfactory product if received back in our facility within 15 days of delivery. Shipping and handling fees are non-refundable. When sending returns - Please get tracking confirmation for your package. Note that we are not responsible for lost packages, unless you have a tracking number.  Once we receive your package, we will either exchange or issue web store credit.

Please note that with our DHA Sunless Tanning solution, we highly recommend trying our samples before purchasing gallon size containers. You may return DHA solution for exchange only within 15 days of purchase. Please call AYU International (888.298.8081). Solution must be returned in good condition. Return authorization is required for exchanges, after return authorization is issued, product(s) must be returned within 7 days. Shipping and handling fees are non-refundable. AYU do not re-sell returned products for hygiene reasons.

Please note that we do not offer credit back to your credit card. In case of an exchange we will ship your items as soon as possible.
Items received without Return Merchandise Authorization number will be refused and returned to the sender so, please be sure to always contact us before returning products.

If we made mistake filling your order please contact us via email or call 1.888.298.8081 or 423.285.8553 immediately to make arrangements to correct the error.

Damaged shipment
If you receive products which were damaged in transit, we must be notified within 48 hours of delivery. Make sure to include your order number and detailed information about damaged products. Items that have been damaged in the transit will usually need to be inspected by the carrier, please retain all packaging materials, shipping box and damaged items together so that we may successfully file an insurance claim on your behalf and ensure quick resolution.