FAQs

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

Unfortunately, orders cannot be modified or canceled once an order has been placed. However, we are committed to helping you where we can. Please contact our customer service at care@theessential.com.

At this time, we are not able to update a shipping address once an order has been placed. Once your order has been placed, we highly suggest making changes through the carrier! Please feel free to contact us at care@theessential.com if you have any questions or if you're not able to make these changes through the carrier.

We set out with the intention to bring the best quality products to our customers at the lowest possible price, which means that as a brand, we aren't big into sales. However, we are happy to offer very limited promotions throughout the year directly on our website. You can be the first to find out about these promotions by signing up for our marketing emails and following us on social media.

At this time, we can only accept one promotion per order. This includes promo codes, promotional gift cards, and site-wide promotions. We always suggest using the offer that gives you the best deal. If you're still having trouble applying a promo code, feel free to reach out to us at care@theessential.com. Please note, that there may be pre-set restrictions on any code.

Unfortunately, we are not able to apply discount codes to past orders.

Several states have legislation to charge taxes on online orders entering their state. This is determined and applied by each state.

You may see the taxes on your online purchases listed as State Tax, County Tax, City/Municipal Tax, or Special Tax. These taxes are specific to your shipping address and are imposed by your state and local governments.

We do understand there is some confusion over these charges, and we want to assure you, we would never impose any unnecessary fees. We strive to provide the best possible experience for our customers; however, we have no control over these taxes.

Standard shipping: All products shipped via standard shipping, should arrive at your door in 2-9 business days after the date the order is shipped. Food shipment: We use 2-day express shipping for all perishable items. Please note, that transit times may vary based on the shipping method and destination.

Thank you for placing an order with us. The processing time for products varies depending on the product (please see specific product page for details). You will receive a shipping confirmation email with tracking information as soon as your order is on its way. If you have any questions, please feel free to contact our customer experience team. The processing and shipping times will depend on the items that you have purchased. Please note that we cannot guarantee the timeline that an order will ship.

We're proud to offer free standard shipping on all orders over $75, shipping to the contiguous (lower 48) United States. Orders under $75 cost $11 to ship.

The Essential currently does not ship internationally.

We offer standard shipping on all our products, and expedited shipping for our perishable food items. Shipping times vary depending on the destination and shipping origin.

Once your order is shipped, you will receive a tracking number via email. You can use this number to track your order's progress online.

FEDEX SHIPPING

If your order is shipped through FedEx, you can create an account with FedEx Delivery Manager! Delivery Manager will allow you to control the following actions. Redirect deliveries to nearby FedEx Offices, Walgreens, select Dollar Generals, and grocery store locations. Give specific delivery instructions to your driver. Hold deliveries and keep them safe for up to 14 days. Add a signature requirement and e-sign for packages. Schedule a specific delivery time. Deliver the package to another residential location. Deliver package on another day. Please note, some fees may be applied based on the service you request through FedEx.

UPS SHIPPING

If your order is shipped through UPS, you can create an account with UPS My Choice! UPS My Choice will give you the opportunity to control the following actions.Reroute or reschedule package deliveriesGet estimated and confirmed delivery windowsTrack and manage multiple packages at onceReceive real-time delivery alertsLeave driver instructionsPlan deliveries around your scheduleRoute packages to a UPS Access Point™ location for convenient pickupPlease note, some fees may be applied based on the service you request through UPS.

We strive to ship all of our orders as fast as possible. If your order includes an item that is not currently in stock, all available items will ship immediately, and the back ordered item will ship once it is back in stock. If you need part of your order more quickly, shoot us an email at care@theessential.com and we'll let you know if there's a way to make this happen.

If your order was marked as delivered but is not at the desired location, we first suggest verifying the shipping address on your order. If the shipping address is correct, check all possible locations around your home, apartment, or office and see if someone else accepted the delivery.

Additionally, packages may be prematurely marked as delivered. We suggest waiting 3 business days for your package to arrive after the listed delivery date. If your order does not arrive within this time frame, please reach out to us at care@theessential.com and we will find a solution!

If you have purchased protection and are looking to make a claim please review your Route emails and contact Route Package Protection by visiting HTTPS://CLAIMS.ROUTE.COM

The Essential partners with Route Package Protection to ensure the safety of all packages shipped with our partner carriers. By opting out of Route insurance at check out, The Essential is not responsible for lost, damaged, or stolen packages.

We want you to get your items ASAP so we may send your items in multiple shipments. If your order is sent in multiple packages, you’ll receive a shipping confirmation for each one. Your order total will not be affected by this.

Not currently, but we’re working on it. Sign up for our mailing list to stay updated for when we do.

All perishable food items are shipped with dry ice to ensure they remain at temperature during transit. It's normal for the dry ice to sublimate (turn into gas) by the time your order arrives. As long as the food is cold to the touch upon arrival, it is safe to consume.

We ship all perishable items to arrive within 2 days of dispatch. We recommend being home around the time of delivery to promptly transfer your items to a freezer or refrigerator to maintain their freshness.

Furniture Delivery Accessibility Notice:

The customer is responsible for making sure the purchased item can fit in the room of choice and can be delivered through all entry points by verifying building access and all doorway measurements.

If a purchased item is declined at delivery and/or returned to The Essential warehouse without going through the standard return process, 10% of the retail price or $100 (whichever is greater) will be deducted from the refund (credits) in addition to a $45 restocking fee and cost of return shipping.

Paying members receive $180 in credits annually, distributed in $15 increments each month. These credits are a benefit for our paying members and cannot be used by those with free memberships. Credits cannot be stacked with other discount codes or used to purchase gift cards.

You can cancel your membership at any time directly from your account page. Simply log in, navigate to the account settings, and select "Cancel Membership." Your membership will remain active until the end of your current billing cycle.

We strive to offer the best service and products to our members. If you are dissatisfied with your experience, please reach out to us at care@theessential.com. While memberships are not refundable, we may offer full or partial credits to your account as a gesture of our commitment to your satisfaction.

Currently, The Essential does not offer a free trial period. We believe in the value of our service and offer immediate access to premium products at exclusive prices upon membership activation.

Memberships cannot be refunded. This policy supports our business model of offering premium products at or near cost. If you have concerns about your membership, please contact us for assistance.

The Essential charges a membership fee because we sell our products at or near cost, making our earnings primarily from membership fees. This model aligns our interests with our members, focusing on providing the best products at the best prices. The membership fee also enables us to offer an annual credit of $180, more than the cost of the membership itself.

Shopping at The Essential requires a membership due to our unique business model. The membership ensures access to thousands of premium products at the best prices possible, from Michelin-starred meals to designer furniture, and includes more than double the membership fee back in the form of credits.

Return Policy:

We accept returns of eligible products within 30 days of receipt for store credit. Eligible items must be in their original, unused condition and packaging. At this time, we do not offer exchanges. The best way to move forward for an "exchange" is to initiate a return for your original items and repurchase the items you would like in a new order. Step-by-step instructions for returns can be found at Returns & Exchanges.

Returnable Items

For eligible products, you may return your purchased product(s) for store credit. A refund to your original method of payment is handled on a case-by-case basis with the ultimate goal of making our customers happy. We stand behind our goods and services and want customers to be satisfied with them.

If your original payment method is no longer available, a store credit will be issued.

A The Essential-provided shipping label must be used for all returns shipped from the US and Canada. All returns are subject to a return fee (cost of the shipping label) which will be deducted from your refund amount. Please allow 5-7 business days for your refund to be processed once your return has been received.

If an item is damaged or defective, please reach out to us at care@theessential.com so we can address the issue and make sure we get things right. For incorrect items, please contact our customer support team at care@theessential.com. The return fee may be waived for damaged, defective or incorrect items, under certain circumstances.

Non-Returnable Items

We do not accept returns on memberships, furniture, bulky items, made-to-order items, food, beverages, and items listed in our Deals section.

We monitor return activity for abuse and reserve the right to limit returns associated with a user whom we suspect of abusing this Return Policy. This includes but is not limited to users who exhibit a pattern of repeated and/or excessive returns or otherwise exhibit fraudulent behavior.

We appreciate your business and hope you are happy with your purchase. If you have any other questions, please contact us at care@theessential.com.

Made-to-order/Preorder Products

For preordered items, customers can request a full refund up to 30 days after the preorder is placed or if the product isn’t fulfilled by the promised date. This policy ensures that you have flexibility with your preordered products. We are not able to accept returns or refunds after the product has shipped, and we do not accept returns on made-to-order items.

To initiate a return, please email us at care@theessential.com with your order number and email address used to place the order.

For preordered items, customers can request a full refund isn’t fulfilled by the promised date. This policy ensures that you have flexibility with your preordered products. We are not able to accept returns or refunds after the product has shipped.

Once your return order has been received, please allow up to 10 business days for it to be processed. You will receive an email confirmation once your credit has been applied.

The Essential is proudly based in California. Our entire team, including customer service, operates from the US, ensuring high-quality service and support for our customers.

Our products are sourced globally, allowing us to offer a wide variety of high-quality items. We ensure that all products meet our stringent standards for quality, regardless of where they are made.

Our customer service team is available via email (care@theessential.com)

Influencers who share our passion for premium products and exclusive deals are welcome to join our community. Please send your proposal, along with your media kit and social media handles, to partnerships@theessential.com. We look for collaborations that genuinely resonate with our brand values.

We're always in search of unique, high-quality products for our members. Suppliers interested in partnering with The Essential should email us at suppliers@theessential.com with product details, wholesale pricing, and any other relevant information. Our procurement team will review your submission and reach out if there's a fit.

For press inquiries, please contact our media relations team at press@theessential.com. We're happy to share insights into our business model, our community, and how we're changing the way people shop for premium products.

The Essential values the support of investors who understand our mission of offering premium products at the best prices. Investors interested in discussing potential opportunities are invited to contact us at investors@theessential.com.

We believe in the power of collaboration to enhance our offerings and benefit our members. Whether you're from a non-profit, tech company, or have another partnership idea, we're open to hearing how we can work together. Please reach out to partnerships@theessential.com with your proposal.