Customer Service

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

Online order and Payment: Start your shopping experience by adding items to the shopping cart and proceed with our secure checkout system.

  • We accept Visa, MasterCard, American Express, and Paypal (You can use any major credit card with or without a current PayPal account in a few easy steps) All payments are protected by industry standard encryption & SSL certificates & virus protection software.
  • When completing your credit card information be sure to enter your billing address exactly as shown on your credit card statement. All credit card orders will appear on your statement as AYU LLC.
  • If your payment was rejected please check your billing information, card number, date and security code information is correct on your order submission. If a problem persists, contact your bank for assistance.

Order by Phone/Fax and Payment: You may also telephone your orders between 8.30am and 4.00pm Eastern time, Monday through Friday at 1-888-AYU-8081 or 423-244-0537.

  • We are closed on weekends, and for all major holidays. For the times when we are in the lab or servicing other customers, and are unable to answer your call, please leave a message to include a telephone number where we can reach you and a brief message. Your call will be returned within 24 hours or less. You can also email your order. For this we will send a credit card authorization form for you to fill out which you can fill out and fax to us. We can also send a Paypal invoice upon request. Our apologies, but we do not accept CODs.

Order Processing:

  • All orders are carefully processed and packaged for shipment from our facility within 1-2 business days, excluding weekends and holidays. Allow an additional 1-5 days for actual delivery. You will receive an order summary and receipt via email shortly after placing their order.
  • In the event of an unusual delay, customers will be contacted via email.
  • If you are placing an express order please remember to factor in the addition of our processing time. Note that any estimated delivery date shown at checkout does not reflect our processing time - accordingly, actual delivery time may be an additional 24 to 48 hours than the estimated date.

Order Shipping: (Ground and Express)

  • All our orders are shipped via FedEx ground service or USPS from our facility in Chattanooga TN USA. Ground delivery typically takes 3-6 business days, depending on your location. Shipping charges are calculated real time based on the weight of the order and rates as set by each delivery service. Packages shipped to Alaska, Hawaii, and US territories may incur an additional shipping charge.
  • Our clients have the freedom to choose their preferred delivery method during checkout. For those who choose expedited shipping (Fed ex express), please remember that our standard in-house processing time (2 business days) still applies; time-in-transit is in addition to our processing time. Any estimated delivery dates shown at checkout do not reflect our processing times- accordingly, actual delivery time may be 1 to 2 days later than displayed.
  • We try to make sure that FedEx and USPS send notification with tracking number and delivery confirmation via e-mail to each client upon shipment. We suggest that you retain that information with your records until your order is received. Consequently, please make sure that the email address you use when placing your order is spelled correctly.
  • We would love to have greater control over the shipping companies; however, since we cannot, the time from when your order leaves our company and gets to you is up to them. If you feel your order has exceeded a reasonable amount of time to arrive please contact the shipping company.
  • Note that if you order is returned due to incorrect information that you have supplied to us; few things can happen-You can choose for us to reship to you with additional shipping cost or you can decide to cancel the order, we will refund the product cost, shipping cost is not refundable.

 International Shipping: 

  • All international packages will be fully insured and delivered via FedEx.
  • Buyers will be responsible for any and all duties and taxes, no matter which authority or entity levies those fees.
  • Unfortunately, if you don’t see your country listed in the drop-down menu during checkout, then shipping to your locale is not available at this time. We’re working hard to expand our international capabilities and encourage you to check back soon.

Shipping Address Verification:

  • Orders are shipped to the address provided by customer in the shipping address area of the shopping cart; this address will also appear in the customer receipt email. It is your responsibility to make sure that the address submitted at these points of placing your order is correct with complete information. If a package is returned to us as ‘undeliverable’ for any reason we will contact you for correct information via phone or email and, as already stated, additional charges will apply to ship the package again.

Changes in Order or Cancellation:

  • Check your order for any errors before submitting it also check the email receipt you received from us for any errors: please contact us right away. If we notice an error in your order, we will contact you via email for verification.
  • Any changes to your order, or a cancellation of the order should be emailed to as soon as possible/no later than 2 hours after the order has been placed.
  • In many cases orders are processed and shipped within 24 hours of placement, so once we process the order we are not be able to make changes or cancellations.
  • Our products that you would like to try and, subject to availability; we will do our best to include this with your order.

Returns and Exchanges: Of course, we want you to totally love our products.   However, in those instances where you are not completely happy please contact us, toll-free, at 888-AYU-8081 so that our customer service department may assist you in the return of our products. We will gladly accept the return of any unsatisfactory product if received in our facility within 10 days of delivery. Please note the following:

  • All returns are assessed with a 25% restocking fee regardless if unused.
  • Customers are required to pay all shipping fees for returning products, and return labels are not available. Customer will provide or purchase their shipping label. Make sure to get tracking confirmation for your package, we are not responsible for lost packages or responsible for refund if your package is lost.
  • If you return an item shipped with “free shipping,” the original shipping amount will be deducted from the total refund.
  • All opened items void our return policy and cannot be returned.
To be eligible for a replacement or refund:
  1. Product containers must have our protective seal on the top of the container without tampering of any sort.
  2. Product containers & Labels must be undamaged and in good, unused condition.
  • Please note that with our DHA Sunless Tanning solution and self tanning products, we highly recommend trying our samples before purchasing larger containers of product. Please call us at 1-888-AYU-8081 for a merchandise return authorization number and after authorization is issued, product must be returned within 7 days.
  • Payments made with Debit or Credit Cards receive refunds back to the original form of payment or Store Credit only. We cannot apply a refund to a new card or banking account.

  • For hygiene reasons, and per FDA regulations, we do not re-sell returned products

  • If we have made a mistake in filling your order please contact us via email or call 1-888-AYU-8081 or 423-244-0537 immediately so that we can 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 transit will usually need to be inspected by the carrier, so please retain all packaging materials, the shipping box(es) and damaged items together, for the carrier’s inspection, and so we may successfully file an insurance claim on your behalf and ensure quick resolution.
  • Shipment delay If your shipment has not arrived within a reasonable amount of time, please contact us so we can investigate the reason for the delay.

Medical Disclaimer: Information on the AYU Sunless website is provided to help you choose which products are best suited to your needs and any information provided herein should not be construed as medical advice. If you have questions about a particular medical condition, please consult your physician. Never use cosmetic products on broken or irritated skin without first checking with a doctor. If you have a specific sensitivity or allergy, we suggest you carefully review the ingredient label of your chosen product before using and avoid any ingredients which you believe may cause a reaction. All AYU products are designed to be skin safe, formulated for all skin type including sensitive skin type, though some individuals may still experience a reaction when using new products. If you experience a rash or irritation, please discontinue use immediately and consult a qualified physician.