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Frequently Asked Questions
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| Here you'll find answers to the most frequently asked questions we receive regarding FANCL products, ordering information, employment opportunities, and more. Click on the relevant subject category below, for the most closely related information. We hope this will serve you well, and greatly appreciate any feedback you have to help us continually improve our site. Please feel free to contact us by phone at 1.888.326.0783 (M-F 9AM-6PM PT excluding holidays) or by e-mail at custsvc@fancl.com |
GENERAL
| Q-1 |
How can I reach FANCL customer service? |
| A-1
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FANCL knows it's comforting to get personalized service.
Our Customer Service representatives are available from 9 a.m. to 6 p.m. Pacific Time to answer your questions personally.*
*Although our customer representatives do their best to give prompt responses to your inquiry, it may take up to few days to several weeks in responding depending on the type of the question/inquiry.
*E-mail inquiries with no subject line are often detected as spam and discarded by computer. Please remember to write a subject before sending.
By Phone:
1-866-326-FANCL4U(326-2548)
1-949-553-1218(Outside of U.S.A)
By E-mail:
custsvc@fancl.com
*If you are inquiring products purchased in Japan, Hong Kong,Singapore, Tai and Taiwan, please refer to the following web sites for further assistance.
FANCL Singapore
FANCL Thai
FANCL Taiwan
FANCL Hong Kong
FANCL Japan
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| Q-2 |
Do you test your skincare products on animals? |
| A-2
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We do not test our skincare/costmetic products on animals. |
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| Q-3 |
Why can't I find products, that are available in Japan, Hong Kong etc? |
| A-3
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Unfortunately there are several products (Deluxe Tense Up drink, HTC collagen etc) that are not available for purchase in the United States. We are unable to import them from Japan due to the strict FDA regulations.
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| Q-4 |
How can I redeem FANCL Points? |
| A-4
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In response to our customer's request, Fancl is pleased to introduce the FANCL POINT PROGRAM*
*POINT CARD PROGRAM is only available for domestic orders.
How to earn FANCL points
* You may earn 1 point for each $20.00 purchase (before sales tax or shipping fee, if any). Points will not be given for ordrs under $20.00. You will find Green Point cards, if earned, in a apackage of your new order.
$60.00 purchase = you get 3 points
$35.00 purchase = you get 1 point
$19.95 purchase = you get 0 point
Your purchase $40.00
Redeeming 5 points -$5.00
Your total $35.00
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You will therefore receive 1 point for $35.00
* When you make a purchase and wish to redeem your points, you will receive points based on the purchase amount after deducting your redeemed amount.
How to Redeem FANCL Points
By Mail:
Please fill out our order form and send it in with Minimum of 5 points to the address below.* If sending a check with your order, make sure the total calculation is correct(especially when tax is involved) If you are not sure how to calculate, leave the total price blank and we'll calculate it for you.
*Please note the use of FANCL return envelope(no postage necessary) may take longer than regular mail. Please send it in ahead of time.
By Online:
Although all points MUST BE MAILED IN, you may request to redeem your points when placing an order online. In the comment box at the checkout, please make a note that you would like to redeem Point cards.* In this case, discounts will not show at the checkout and your credit card will not be charged at the time of submission. If you would like to receive FREE SHIPPING, total after the Point cards should be more than $35.00. After submitting an order, print out the confirmation page with an online order number (or just write an online order number on a piece of paper) and send it with Minimum of 5 points to the following address. As soon as we receive your points in mail, we'll continue processing your order.
*Please note if you forget to write in the comment box, your online order will be processed without discount.
FANCL International, Inc.
Customer Service
17138 Pullman St. STE 100
Irvine, CA 92614
CALCULATION EXAMPLE (in case of 5 point cards, Los Angeles shipping address)
Purchase: $39.00
Redeem: $ 5.00-
Subtotal: $34.00
Tax*: $ 2.81
Shipping**: $ 5.00
TOTAL: $41.81
*if any
**if any
* CA shipping address only: add 8.75% for Orange County, 8.25% for the other CA counties.
** $5.00 shipping fee applied if your sub-total(excl.tax, if any) is less than $35.00
RULES
* Minimum of 5 points is needed to redeem points for your purchase of FANCL products and are good for future purchases only.
(Points may not be used towards purchases that the points were accumulated on.)
* All POINTS MUST be mailed in. Phone, Fax, and Internet orders will not be accepted when redeeming the Fancl Points.
* When you place an order redeeming your points, please pay the amount after deducting your redeemed amount. (California residents, add sales tax after deduction of Fancl Points.)
* If your total after the deduction is less than $35.00(excluding tax, if any), there will be $5.00 of shipping fee applied.
* FANCL points may be accumulated for up to 1 year. The points accumulated up to then must be redeemed by the end of the year. (Must be postmarked on or before Dec. 31st) They will not be valid thereafter. Points are renewed every November and may not be redeeming in combination with old cards (accumulated in the previous year) and new ones.
* FANCL points are issued on the orders that are shipped to U.S addresses only.
* FANCL points may be redeemed only by FANCL International. (not valid at other FANCL Locations)
* FANCL points must be used by the purchaser.
* You may not earn points for taxes.
* FANCL Points are non-transferable and may not be redeemed for cash. If you were overpaid by Point card program, you will not get a refund nor credit.
* When a product in your order is sold at a discount price, your point will be calculated based on the discounted price.
* Point card program discount NOT VALID with any other "dollar off or percentage off entire order" promotions.
* FANCL Points can be earned for FANCL products, that are available only at www.fancl.com.
* FANCL point cards will not be reissued if you lose them. Please keep them in a safe place.
* When a return is made with an order that points were given out on, we will need to have the product and the points returned back to us.
(04/1/2010)
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| Q-5 |
Where can I find FANCL shop in U.S.A? |
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Unfortunately we do not have FANCL shop/house within the United States. Please shop at www.fancl.com and remember, we offer FREE SHIPPING to orders over $35 to contiguous 50 states! |
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ORDER/SHIPPING
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What happens after I place an order? |
| A-6
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After you've placed a FANCL order, a "Thank You" page will appear on your computer screen. This includes your online order confirmation number and a summary of purchases.
Once your order has been shipped, we will update the status in the My Account section at our website. If sent via UPS, this will include a tracking number and link to the UPS website so that you can obtain up-to-date tracking information.*
*At this moment, we are unable to send a shipment confirmation once your package has been shipped out. Please log into your account and obtain a tracking number of your package. |
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| Q-7 |
Why is my shopping cart empty? |
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If the products you selected are not showing up in your cart, there's a good chance that one of two things is happening:
1. When selecting a product, make sure you completely fill in the shipping information and click on either the "Continue Shopping" button or the "To Check Out" button on the bottom of the page. This should add your selected product to your cart. (You can confirm this by clicking on the "Shopping Cart" button, in the navigation bar on every page.)
2. If your product is still not showing in your shopping cart, your browser could be set up to not accept "cookies". This site uses cookies to keep the items you've added to your order associated to you. We do not put any personal or billing information in these cookies, so there is no security risk in accepting them. You can change your browser option to accept cookies in the preferences menu selection on your browser. Or, you can place your order by phone with FANCL by calling 1-866-FANCL4U(326-2548) or 1-949-553-1218(outside U.S.A.)
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| Q-8 |
Is it safe to use my credit card online? |
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This is a common question, and a good one. But don't worry, we never send personal information, including your credit card number, over the network in a way that is readable to anyone but us. That's because we encrypt your information and send it over the Internet using SSL (secure socket layer) technology. When your browser is in secure mode, you will notice a blue bar at the top of the browser window and an unbroken key or lock icon at the bottom of the window. |
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| Q-9 |
When will my credit card be charged? |
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Your credit card is charged when the order is received. If we receive verification of sufficient funds, your order will be completed securely. Your account will be charged within 24 to 48 hours. If there is a backordered item, we will hold the entire order until your order can be shipped in full (unless otherwise noted). |
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| Q-10 |
What is the total amount charged to my credit card? |
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When you place your order online, you are presented with the price of the merchandise as well as the delivery charge, if applicable. In addition to these costs, you will be charged sales tax if your order is being delivered in the state of California. Immediately following receipt of your order, you will be sent an order confirmation via e-mail. This e-mail will include an itemized list of the charges.
TAX
We are required to charge sales tax for products shipped to a California address. To see the sales tax on items in your basket, click on Check Out in the upper right of your screen or underneath your basket listings. We will gladly credit sales tax for government institutions. Just fax us (1-888-782-0550) a copy of your tax-exemption form with an address matching your order's billing or shipping address. Please include a copy of your order or your order number. |
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| Q-11 |
How does the order process work? |
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If you have not done so already, you will be asked to create a Fancl.com account, with a password so that only you can access your personal information.
You will be asked the following information:
Shipping Address
You can have more than one shipping address on file. Each time you place an order, you will be able to specify which address to ship to. UPS can not deliver to PO Box address, please specify actual street address if you wish to use UPS, otherwise shipping to P.O box without a street address will be shipped by USPS Priority Mail.
Payment Method
We accept payment by Visa, MasterCard, Discover Card, JCB, and AMEX to shop at Fancl.com.
Order Confirmation
When you have set the Shipping Address, Payment Method and Shipping Method, press the Place Order button to send us your order. You will receive an e-mail response from Fancl.com confirming your order.
Order Processing
Orders received before 8 am Pacific Time (PT) Monday through Friday will be processed following business day. Order received after 8:00 a.m. PT on Friday or Saturday and Sunday will be processed on Monday. However, if you need to cancel or change your order please call us before 11 am following working day.
*Please note order received during the promotional period may take 2-3 days in processing depending on the number of orders we receive. Thank you for your understanding.
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| Q-12 |
What are your shipping rates and polices? |
| A-12
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We currently ship all orders to street addresses by UPS Ground. Please provide your street address information in your log in record. Free shipping for customers in 50 U.S states for orders over $35.00, and $5.00 S&H for orders under $35.00. Packages over 5 pounds may require additional shipping charge. For international shipment or shipments going to U.S. territories, we will notify the shipping charge after we receive your order.
Shipping to the contiguous 48 states
Shipments to the contiguous 48 states are shipped via UPS GROUND and it may take from 5 to 7 business days(excluding 1-2 business day processing time) after placing an order depending upon your geographic location.
*It may take longer during the promotional period or holiday season.
P.O Box and millitary address
Shipments to P.O. boxes, Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands and APO/FPO addresses are shipped via USPS Priority/First class Mail.
Weekend Delivery
There is no weekend delivery by UPS.
Shipping to Alaska and Hawaii
Shipment to Alaska and Hawaii are shipped via USPS Priority Mail and it may require an additional 2-3 days. Free shipping for orders over $35.00, and $5.00 S&H for orders under $35.00, if your package weight is less than 2 lbs. There may be an additional shipping charge, if your package weights more than 2 lbs, regardless of your order amount.
*Failure to claim package
Customers are responsible for all costs involved in re-shipping goods when a submitted address is incorrect or incomplete or if you were absent when deliveries are made etc. Orders that are refused, returned to sender or never claimed from the carriers will be subject to a 20% re-stocking fee. If you would like to have it re-shipped, $3.00 of re-shipping fee will be charged on the original credit card that was used for your order. Always make sure to include the complete street address in the address field--including apartment number, business name, etc.
*Intercept delivery
Any shipping address changes including adding a suit#, apt# or company name that you may request after we ship out your package, there will be $15.00 service fee charged. With this service fee, we will contact UPS to reroute your package to any new location or have it sent back to us even if it's still in transit. To avoid this charge, please review your shipping address carefully before pressing the submit button.
*Special instruction for delivery
Some customers request to add "special instruction" on delivery. While we can optionally place a little sticker with your request on your packages, there is NO GURANTEE if the UPS or USPS carrier will follow the memo. We are not responsible for packages that are returned to us even if the memo was not honored. |
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| Q-13 |
INTERNATIONAL SHIPPING POLICY |
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ALL SALES ARE FINAL
All International Orders are non-refundable due to the long distance they must travel, makes them not in resalable condition when they arrive back in the U.S. All sales are final.
SHIPPING & HANDLING FEE
Please note all international orders must be paid with a credit card. We will not take any check for international orders.
If you are ready to order, please go to www.fancl.com to place an order. The shipping fee will show $0 at the checkout; The shopping cart does not have the capabilities of calculating shipping costs for countries outside the U.S.A. therefore the shipping calculation for each country must be done on an individual basis. You will receive an additional e-mail from Order Desk regarding your Shipping&Handing fee determined by the actual weight of your package. So there will be $3.00 of handling fee PLUS the actual shipping fee notified to you before your credit card is charged.
Upon your approval, the additional Shipping&Handling fee will be added to your order, and it'll be ready to be shipped out by USPS Express Mail. Estimate International Shipping Rates http://ircalc.usps.gov/
*Everything over a pound is rounded up to the next number. Example: 1.05 lbs. = 2 lbs. etc.
*Your credit card won't be charged until you accept the S&H fee)
*S&H fee we send you does NOT include your customs.
*Due to the increase in USPS shipping prices the international shipping, the shipping fee has raised accordingly. 05/14/07
TAX / CUTOMS
All customs and import duties are applied when your shipment reaches your country. We have no control over these charges and no way to estimate what they will be. Therefore, these charges are the responsibility of the customer. Please contact your country's Customs office for details on how charges are applied in your country. We are required by law to declare full value of the purchased price and cannot mark a package as ggift" Thank you for your understanding.
IN CASE OF RETURN
Your postal service generally will make several delivery attempts, and a notice is left if nobody is available to sign for the package. The POST OFFICE will hold your package for a few days only. If you fail to claim it, it will be returned to us, marked unclaimed. Packages refused at the time of delivery will not be refunded. If a parcel is returned because of non payment of duty tax or unclaimed, the credit back to the credit card will be minus the: SHIPPING/HANDLING CHARGE AND MINUS A 20% RESTOCKING FEE. If you would like us to re-ship your package thatfs returned to us, you will be responsible for any additional re-shipping&handling fee.
*Please note we have no control over the package once it arrives in your country. Please contact your local post office to locate your package.
REGIONS WE ARE SERVING
Currentlly we are only shipping to North America, Europe and Australia for international orders. We may decline orders from the other areas due to the exporting regulations. We apologize for any inconvenience. We try our best to fullfill our customersf requests to send their packages to their countries; however, for some countries, sometimes packages containing supplement or food items are refused at the customs and returned back to us.
CANADA CUSTOMERS
Due to the regulations of Canadian government, we are no longer able to send ANY supplement or food products to Canada. If your order only contains above-mentioned items, it will automatically be cancelled, otherwise you will receive an e-mail from Order Desk regarding S&H charges for the rest of your non-supplement/food order. Thank you for your understanding.
ASIA CUSTOMERS
We DO NOT ship to Asian region such as China, Singapore, Japan. Please go to the appropriate FANCL websites:
FANCL Singapore
FANCL Thai
FANCL Taiwan
FANCL Hong Kong
FANCL Japan
*NOTE*
Please check your registered e-mail often until your transaction is complete. We contact you via e-mail regarding Shipping & Handling fee, credit card transaction problem(if any), and confirmation of address etc. WE DO NOT CALL your home/cell/local carrier to arrange shipment. Once your package is mailed in, you will be able to check the status of your package at usps tracking system USPS Track & Confirm with the tracking number given. Please contact your local postal office to track your package once itfs outside of the United States. It may take more than 5 days for the package to arrive to you if your local custom office holds your package for further inspection. We suggest you keep track of your package online until you receive it. Wefd appreciate your understanding.
All international orders require hand written paper work for each parcel shipped to another country. Customs and other forms must be filled out this takes time and is done on rotation. So please have patience. We sometimes get very busy. |
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| Q-14 |
How do I make a return/exchange? |
| A-14
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Fancl.com guarantees your complete satisfaction on every purchase. If for any reason you are not 100% satisfied with your order, please call, e-mail or return it to Customer Service within 30 days of your purchase. We will gladly replace any damaged or defective item immediately or refund your original purchase price in full. We regret that all shipping charges and expenses are non-refundable unless a product is clearly defective.
1. Contact us
Please contact Customer Service by e-mail to custsvc@fancl.com or by phone at 1-866-FANCL4U (1-866-326-2548) or 1-949-553-1218(outside U.S.A.) to claim your return. If we receive your return/exchange item(s) without any invoice or prior contact to Customer Service, we may not be able to process your return/exchange procedure.
2. Prepare your return
- A copy of the Invoice (Please indicate the reason for return)
- Discount Point(s) accumulated for the returning product(s)
3. Packing
Please pack the unwanted item(s) in a box and seal securely with tape. (Please do not use a business-reply envelope for a return, it\'ll be sent back to you if you do)
4. Shipping
Please send your package via a prepaid, insured, traceable method to the appropriate address below.
* FANCL International, Inc. will not be able to issue a refund for a missing/lost return package.
FANCL International, Inc
Customer Service
17138 Pullman St.
STE 100
Irvine, CA 92614
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| Q-15 |
How can I check the status of my order? |
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You can check the status of your order either by
ONLINE
1) Log in to your account using your registered e-mail and a password.
2) Click on "Order History" under My Fancl
3) Click on the order # you wish to get the status for.
4) You then should be able to see a UPS/USPS tracking number as well as the shipping date.
5) If for some reason, if the status of your order is "Processing" a week after you place an order, please write or call Customer Service at custsvc@fancl.com or 1-888-326-0783
*Customer Service often leaves a message for you in the Comment box regarding your order. (In case of Backordered items, Insufficient credit card information, incorrect address etc) If nothing is written, please call Customer Service for assistance.
PHONE
Please call 1-866-FANCL4U (1-866-326-2548) or 1-949-553-1218(outside U.S.A.) during our business hours (M-F 9am-6pm PST) |
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| Q-16 |
Can I cancel or change my order? |
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yes and no. If you had made an order online before 8:00 a.m (PST) and would like to change or cancel it, you can do so by calling Customer Service at 1-888-326-0783 by 11:00a.m(PST) the following business day. However, once your order is being processed & shipped after 11:00a.m, you may not be able to change or cancel your order any more. Your order will be sent to our Warehouse facility there will be nothing we can do after it's been processed.
*We may not be able to make any change to a delivery address once it's been shipped out of our warehouse.
If you have made an order by phone/fax, you may not be able to change or cancel it once it's being processed. (Phone/Fax orders may be processed immediately once we receive them, so please order accordingly.) |
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| Q-17 |
Would you honor price-adjustment for my purchase? |
| A-17
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We will gladly honors a one-time price adjustment on full price merchandise within seven days of the online or mail order ship date. Items not purchased at full price are ineligible for price adjustments. |
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TECHNICAL
| Q-18 |
Why isn't your site working with my browser? |
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You don't need the latest and greatest technology to order from our site, but you do need an SSL-compliant browser (this means it has a "secure" mode). Web TV and some browsers behind company firewalls cannot support secure ordering. For the best results we recommend using Netscape Navigator 4.06 or later, or Microsoft Internet Explorer 3.02 or later. For AOL users, we recommend the 4.0 or later browser. Also, your browser preferences must be set up to accept "cookies." Without this, your shopping cart will appear empty even after adding your selections. (See the previous question "Why is my shopping cart empty?" for more information.) |
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| Q-19 |
Is the information I provide kept private? |
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FANCL does not rent or sell information we receive from web orders or e-mail registrations to third parties. For more information, see our Security & Privacy statement. |
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| Q-20 |
Are credit card transactions safe? |
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We guarantee that every transaction you make at Fancl.com will be 100% safe. This means you pay nothing if unauthorized charges are made to your credit card as a result of shopping at Fancl.com.
Guarantee Details
Under the Fair Credit Billing Act, your bank can not hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, Fancl.com will cover the entire liability for you, up to the full $50.00. Fancl.com will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at Fancl.com while using the secure server.
In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.
If you are unable to use a secure server connection while visiting Fancl.com, you may choose to give us your credit card number by phone rather than via the World Wide Web. To do this, submit your order using a standard connection and fill in only the last 5 digits of your credit card number. This gives us a way to track your order but guarantees your security. Once you have fully submitted your order, you will be provided with a phone number so that you may provide us with the rest of your credit card number. The credit card information will then be added to our records, and you will not have to call again when you make subsequent orders on this card.
To provide you with an additional layer of security, all credit card numbers are stored on a computer that is not connected to the Internet. When you type or call in your credit card information, the complete credit card number is transferred to this secure computer across a proprietary, one-way interface. This computer is not accessible by network or modem, and the number is not stored anywhere else. |
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