Frequently Asked Questions
Select a Question/Topic below to get help.
Your card will be charged on the day your order ships.
The charge will appear on your credit card as: "The Caldrea Company"
By law, we must charge sales tax in all states where we have a business presence.
For a copy of your invoice, please hover your cursor over the My Account link in the upper right-hand side of the page, click on Order Status,enter your order confirmation number and billing zip code for your order in the fields provided, and click on the View Order button. Finally, click the Print This Page link to print an invoice. For further assistance, please call Customer Service at 877-576-8808, Monday through Friday, 8 AM-5 PM CST.
For credit card verification, you must enter the address exactly as it appears on your credit card statement.
During the checkout process, check the Ship items to a different address box. Then enter the new shipping address or if you have sent orders to the address previously, click on the Choose an Address from your Address Book drop down box and select the correct address from the list.
No. Your card number should be entered as a continuous string of numbers.
There are many reasons for a failed credit card transaction. Your card may have expired, reached its limit, or a malfunction may have occurred with the credit card processing system. If you have problems, please contact our Customer Service Monday through Friday, 8 AM-5 PM CST, at 877-576-8808. Please provide them with any error messages you may have received.
You can shop either by Fragrance or Product category. To start a new order, simply add the items that you would like to purchase to your shopping basket. Please note, items will remain in your cart for 30 days, or until you remove the items from your shopping basket.
We will pack as many items as we can reasonably ship into one gift box. For larger orders, multiple gift boxes may be used to ensure all of the items on the order will be gift wrapped. In those instances, customers will only be charged one $5.00 gift wrap fee. Due to size restrictions, the Cleaning Essentials Set and Variety Set cannot be shipped in a gift box, but instead will arrive gift wrapped in a cello bag with a ribbon bow.
To see the shipment status of your order, please login to your account and click "View Order Status and History".
Orders shipping FedEx Ground will generally arrive within 7-10 business days from the day you placed your order.
Next Day Air and 2nd-Day Air orders must be submitted by 11 AM CST to be shipped out the same day.
You can track your order by signing in to your account through the My Account link, selecting Order History, and clicking the link to Track your order. If you checked out as a Guest, hover your cursor over the My Account link at the top right, select Order Status from the menu, enter your order number and billing address zip code in the fields provided, and select View Order. Click on the link to Track your order. For further assistance, please contact Customer Service at 877-576-8808.
We currently ship only to destinations within the United States (including Alaska and Hawaii). Unfortunately, we cannot accept orders shipping to other countries.
We make every attempt not to backorder items. In the instances where backorders do occur, Customer Service will contact you with an estimated date for when the product will ship.
You can change your ship-to address at any time by selecting the My Account link in the upper right of the website, and then selecting Manage Addresses from the menu on the left of the page. If you have already placed an order and wish to change the ship-to address for that order, contact Customer Service at 877-576-8808 Monday - Friday from 8 AM to 5 PM CST and we will make every attempt to modify the address before your order ships.
Shipping charges are imported directly from FedEx and are based on the weight and size of your order, as well as the Ship-to address. All packages originate in Elwood, IL.
PRIVACY & SECURITY
Please be assured that as a Caldrea customer and visitor to our site, we will not share your personal information with any other company or retailer. We use the personally identifiable information you provide for internal purposes, such as confirming and tracking your order, subscription or registration, analyzing trends and statistics, informing you of our new products, services and offers, and providing you with information from and about Caldrea. Your personal information remains strictly confidential. Caldrea does not resell any information about our customers to third parties. For your security, we do not store your credit card information. You will need to re-enter it each time you place a new order on our website.
RETURNS & CANCELLATIONS
If you are dissatisfied for any reason with your order from Caldrea.com, we will gladly make an exchange or refund your money on unused items within 60 days of your original receipt. Simply return the unused item(s) to us, specifying whether you'd like an exchange or a refund. We will promptly reship or refund your credit card. All sales final on our limited-edition and discontinued products.
For items purchased at stores, please contact the store where the purchase was made to review their refund policy.
To cancel your order, please contact Customer Service at 877-576-8808 Monday through Friday or e-mail us at firstname.lastname@example.org before 11 AM CST on the day you placed your order. Due to our desire to promptly ship out customer orders, we cannot guarantee that your order can be cancelled. However, we will make every effort to cancel your order provided that it has not entered the shipping process.
To obtain a refund for the Caldrea items you purchased online, please send an e-mail to email@example.com with your request for a refund or an exchange within 60 days of your original purchase. All sales are final on our limited-edition and discontinued products. To request a refund by phone, please contact customer service at 877-576-8808.
If you are returning products, a refund credit will be applied to your credit card within 5 business days upon receipt of the returned products. If you are not returning products, the credit will appear within 3-5 business days after your request is approved by our Customer Service Department. However, it may take up to 10 business days for the credit to appear on your credit card.
STILL NEED HELP?
The Caldrea Company has been based in Minneapolis, Minnesota since 1999. In 2008, Caldrea was acquired by SC Johnson and, as of July 2014, has joined SC Johnson's Racine, Wis. operations. For more information, please click here.
Please send wholesale inquiries to firstname.lastname@example.org.
For questions about your order, please contact us at email@example.com. You can reach Customer Service via email or by filling out this form. Customer Service is also available by phone Monday through Friday, 8 AM-5 PM CST, toll-free at 877-576-8808.