frequently asked questions

question 1

Shipping- How long until I receive my product(s)?

On average, you should receive your product(s) within 12-20 business days, but each product has approx shipping times listed. The products usually ship within 1-2 days after the order is placed and then we provide a tracking number.

A small note about shipping- If you receive shipments from us with non-green packaging (i.e. plastic or styrofoam), we sincerely apologize. This sometimes happens because products are shipped to you directly from the manufacturer or distributor, using whatever they have available including recycled package materials.

As we generate more business, we gain additional leverage to have our suppliers use sustainable packaging material.

question 2

Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions

question 3

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

question 4

Returns-

Customer satisfaction is our highest priority. If you received your product and it's damaged, defective or not the correct item listed on your order- you have the right to send it back for a full refund or store credit (minus shipping) within 14 from receipt of purchase. Email us at: planetrenu@gmail.com and please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

  1. Please note that returned items must be in saleable condition, and must be returned with the original carton, packaging material and packing slip. Returns will not be accepted if item has been used, soiled or washed. We have the right to refuse any items returned to us that do not meet these requirements.

Return shipping cost is the responsibility of the customer. Please be aware that you are responsible for items shipped back to us. To ensure your return is properly tracked and accounted for, we recommend that you purchase delivery confirmation and shipping insurance.

question 5

Damaged Merchandise-

We make every effort to have your products arrive in the best condition possible, however if your order arrives damaged please contact us within 2 days of receiving your delivery. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible. Retain all packaging and contact us immediately.