Frequently Asked Questions
Shipping
How will I know when my pre-order will ship?
The Grab Bar and Pill Container are available in limited quantities for pre-order, with expected fulfillment in Winter 2024. We will be in touch with all of our pre-order customers regularly -- please don't hesitate to contact info@remsen.com with any questions!
Where do you ship?
We ship to the 48 contiguous U.S. states. We do not ship to Alaska, Hawaii, or internationally.
How much are shipping fees?
We offer complimentary shipping on all orders.
How long will my order take to arrive?
Orders typically ship within two to three business days (excluding holidays). Delivery time varies between two to eight business days after dispatch, depending on your shipping address and chosen speed.
What is my tracking number?
Your tracking number is emailed to you once your order is shipped from our warehouse.
I received a tracking number, but it hasn’t moved yet. What should I do?
Please note that tracking numbers can take up to 48 hours to update once scanned by the courier. If your package hasn't been picked up by the courier, it will likely be on the road the following business day. Enter your tracking number directly into the courier’s website for the most up-to-date information.
Do you ship to APO, FPO, or P.O. Boxes?
We do not currently ship to APO, FPO, or P.O. Box addresses.
Do you offer expedited shipping?
Yes, we offer expedited shipping on eligible orders for an additional fee.
Orders & Returns
Am I able to cancel my order?
Please contact info@remsen.com if you would like to cancel your order. All orders that have not yet been fulfilled can be canceled free of charge, with a full refund.
What should I do if my package is late?
If your tracking information has not updated within the expected timeframe or is marked as delivered but hasn't arrived, please wait at least three business days before assuming the package is lost. Contact us at studio@remsen.co for assistance.
What if my order arrives in a defective or damaged state?
Defective or damaged items qualify for replacement. Please email us at studio@remsen.co with your order number, photos of the damaged product and packaging, and we will promptly send you a replacement.
Do you offer a warranty?
Yes, we offer a 1-year warranty on items. In the case of malfunction or circumstances compromising effectiveness or operability, please reach out to us at studio@remsen.co and we will do our best to resolve the situation.
Can I change my order or shipping address?
We have a limited window for order changes. Please email studio@remsen.com as quickly as possible with the updates you'd like to make, and we'll do our best to accommodate your request.
What forms of payment do you accept?
We accept all major credit cards including: Visa, MasterCard, American Express, Discover, and PayPal. Payments made via PayPal must be purchased by a verified account with a confirmed shipping address. Please note that payment methods cannot be changed once an order has been placed.
What is your return policy?
We offer free returns within a 15-day window. A $15 deduction from your refund covers the cost of return shipping. Refunds are issued for the product price plus tax upon receipt of the intact, undamaged product. Original shipping costs cannot be refunded. Return processing takes five to seven business days after we receive the return. Returns initiated after the 15-day window will not be processed.
Miscellaneous
Do you offer gift wrapping or gift cards?
We do not offer gift wrapping or gift cards.
What are safe ways to clean Remsen products?
Please avoid using abrasive cleaning products, scouring pads, or steel wool. Use a soft, dry cloth initially. For metal surfaces, you can lightly dampen the cloth (avoid soaking).