CUSTOMER CARE

Shipping Policy

Orders are transmitted to our warehouse immediately after payment. Once an order has been submitted to the warehouse, no modifications can be applied.

A valid shipping address must be provided at the time of the purchase. If the shipping address provided at the time of the purchase is incorrect and/or a package is unclaimed, additional shipping fees will apply. All customers who have a package that must be re-delivered will be charged additional shipping fees.

Shipping and Handling fee per order of:

  • 1 item - $7.00 or $12.00, depending on their respective item S&H fee
  • 2 items - $10.00 per order for any 2 Items
  • 3 items or more - Free Shipping

* The Pre-Choreographed Workout Package and the Training Package are considered as 1 item each.

North American orders - You will be charged in your respective currency.

Delivery to Canada
Orders will be shipped out via Canada Post from Toronto or Vancouver and will take 7-10 business days. Orders placed during statutory holidays may experience slight delays

Delivery to USA
Orders will be shipped out via DHL Global or USPS First-Class from Los Angeles or Philadelphia and will take 7-10 business days to arrive. Orders placed during statutory holidays may experience slight delays.

Orders to Alaska and Hawaii will face additional shipping and handling fees. We will contact you after your purchase has been made and before it ships to confirm the additional cost and receive payment.


Delivery to Europe and International

You will be charged in American dollars.

Europe and International Important (Outisde of Canada and the United States):
An additional shipping fee will apply. We will contact you after your purchase has been made and before the order ships to confirm the exact shipping cost and to get your approval.


Free shipping offer does not apply to international orders

Orders will be shipped out via Royal Mail parcel service from London, United Kingdom or from our office in Canada

You will be charged in American dollars.


3 - 6 business days (urban centers)
6 - 10 business days (rural areas)

Return Policy

All of Teacher Training material is a final sale and will not be refunded, credited or exchanged.

OUR REGULAR RETURN POLICY DOES NOT APPLY TO OUR STREAMING MONTLY SUBSCRIPTION.
All monthly streaming subscriptions purchases are final.

Before returning any DVD, please contact info@essentrics.com for proper return and refund procedures. Any returns processed without having emailed customer service before hand will not be accepted.

We will refund your product within 30 days of the shipping date. The product must be in it's original packaging and unopened.

A refund will not be available for dvds that have been removed from its plastic wrapping.

A proof of purchase must be provided for every refund (invoice, transaction ID, mailing label, etc). After 30 days, we reserve the right to refuse any refund. Please note that we are unable to exchange items. Essentrics will refund the amount of the order, minus a minimum $7 shipping and handling fee, within 7-14 business days upon having received the returned dvd(s).

Essentrics will refund the amount in the same method of payment used for the original purchase. it is the clients responsibility to pay for the retun shipping and handling fee.

Essentrics will ONLY pay the return shipping cost if the product is defective, incorrect or a result of our error. Essentrics will only replace or refund a defective product if we are contacted within 90 days of the reception of your order. 

Please note that any refund requested for dvds that have not yet been shipped, must be done so within 3 hours of having ordered.

The payment will be refunded in it's original form. If the original payment was sent using a PayPal account balance or bank account, the funds will be credited back to the sender's account. However, any portion of the original payment, which was funded with a credit card, will be credited back to that card.

FAQ

How do I return my DVD?

Returns are accepted on unopened DVDs that are still in their original cellophane packaging for up to 30 days after your purchase was made. Please email us at info@essentrics.com for instructions on how to return your unopened DVDs. 

If there is something wrong with your order we want to know – please email us at info@essentrics.com or call us at 514-989-0236. 

How much does it cost to return my DVDs or books?

Customers are responsible for return shipping. Standard shipping is acceptable but we are not responsible for any lost or missing packages. If you would like to ensure that your package gets back to us safely, we recommend shipping with a traceable service and keeping your tracking number for your own records.
If there’s something wrong with your books or DVDs we want to know - please call or email us at 514-989-0236 or info@essentrics.com.

How long does it take to process a return?

10-14 business days (excluding holidays and weekends). If you used a traceable shipping service and you can confirm that your order is in our warehouse please let us know. Otherwise we will contact you via email when we’ve received your return and refunded your order.

I live outside of North America – how much does shipping cost?

Orders outside of North America are not automatically eligible for free shipping on 3 or more items. Shipping and handling fees to send outside the US and Canada vary:

With tracking: $47.00 to $60.00

Without tracking: $10.00 to $20.00 (please note that if you choose to ship your package using standard delivery and your package is lost it will not be our responsibility).

We will contact you after your order is placed to determine what shipping option you would like to go with and finalize all shipping costs. We will take into account any shipping costs automatically applied at the time of purchase.

You should also be aware that International orders may be subject to additional customs, duties, or taxes. These charges will be applied in addition to any shipping and handling fees that we have charged you. These additional fees will be determined by the destination countries Customs Officers at point of entry into the country and are usually required to be paid upon delivery.  Charges are based on the value of the merchandise and are usually less than sales tax.  It is the customers responsibility to pay these charges if deemed necessary.

We highly recommend our streaming membership for our international clients: www.essentrics.com/page/streaming

Taxes, Duties and Additional fees

Taxes, Duties and Additional Fees

Sales taxes are not included in prices within Canada. Taxes are calculated according to the current tax rate of the province that appears as your billing address.

No sales taxes apply to US orders.

Additional credit card International fees: We are a Canadian company, so although you are charged in US dollars, some credit card companies will still consider us as foreign and may charge an international fee ( ± 1%).

We are not responsible for credit card conversion fees, foreign fees or banking fees. Please contact your bank directly with questions regarding these fees.

International orders ( outside of the United States and Canada) may be subject to additional customs, duties, or taxes. These charges will be in addition to any shipping and handling fees that we have charged you. These additional fees will be determined by the destination countries Customs Officers at point of entry into the country and are usually required to be paid upon delivery.  Charges are based on the value of the merchandise and are usually less than sales tax.  It is the customers responsibility to pay these charges if deemed necessary.

Declined Credit Card

Credit card declined 

Please contact your credit card company to find out why they are not authorizing your purchase. If your credit card has never been used outside of the USA the charge may have been held due to us being a Canadian company. Your credit card company will approve the international transaction at which point you can place your order.

Privacy and Security Policies

Security Policies
We are aware of how important it is to today's internet consumers to know their personal information is "100% secure". We want you to know that we go to great lengths to make sure that our customers are secure.

All of our order pages use the most advanced encryption technology called Secure Socket Layers (SSL), all credit card numbers and personal information is encrypted making it impossible for anyone to see it.

Privacy Policy
We understand everyone's concern for privacy these days and we are concerned also! That's why your personal information is used strictly for processing your order. We do not store or share your personal information and we will not submit you to any form of spam.

You can rest assured that we value our customers' privacy and therefore have made this our #1 policy.