Frequently Asked Questions
Find answers to commonly asked questions below
Shipping
How soon will I receive my order?
We make every effort to ship orders within 1-2 business day. Most customers can expect to receive their order within 3 to 7 days. You will receive a tracking confirmation email once your order is shipped.
Orders that require prescription approval or customer service follow up may take longer to ship. We do our absolute best to inform you of any delays as soon as possible so you know when to expect your items.
How much does shipping cost?
Orders over $60 ship free! All other orders are charged starting at $8 and up, depending on the weight of the order and the delivery timeframe chosen at checkout.
How is my order shipped?
Most orders are shipped via USPS, UPS, or FedEx, depending on the size and destination of the order.
Do you ship outside the U.S.?
No, we currently only offer shipping to the 48 contiguous states of the United States, excluding Alaska, Hawaii, Puerto Rico, and U.S. territories.
Where is my order shipping from?
We ship the majority of orders from our Hudson, Ohio location.
Returns
How do I request a return or replacement?
You may return products purchased from sensifine.com for a refund within 30 days of delivery, provided the items are unopened, unused, and in their original packaging with factory seals intact. Sensifine does not accept returns of items that have been opened, used, or whose factory seal has been broken.
You can find our complete shipping and returns policy here.
How can I check the status of my refund?
To check the status of your refund, please email support@sensifine.com. Once processed, refunds typically take 1 to 3 business days to appear in your original payment account.
I ordered the wrong product, what should I do?
- l Before Shipment: Orders may be canceled free of charge. If canceled before shipment, you will receive a full refund to your original payment method.To cancel an order, please contact support@sensifine.com.
- l After Shipment: Orders cannot be canceled once shipped. To return a shipped order, please follow the standard return process after receiving the item.
The product I received isn't what I ordered, what should I do?
For assistance, please contact our Customer Service team. Send an email to support@sensifine.com with a detailed description of the issue you are experiencing.
Customer Account
How do I create an account?
You can create a customer account by clicking the Account link in the top right corner of the website menu.
Do I need an account to purchase?
No, you do not need an account to purchase from our website. We encourage setting up an account to easily reorder your supplies, check your order status, and other convenience benefits, but it is not required.
Why can't I log in to my account?
If you're having trouble logging into your account, first check to make sure you have an account set up. Even though you may have ordered with us before, your account isn't set up until you register with an email and password. Once you create your account, you will receive an activation link via email. Click the link in the email to successfully activate your account. Once logged in, you will be able to view your past orders if you created your account using the same email address associated with your previous orders.
If you have an existing account but are having trouble logging in, the best thing to do is reset your password. To do this, go to the Account page and click the Forgot password? link. Follow the prompts to create a new password.
Why aren't my past orders showing up in my account?
Check to make sure you created your account with the same email address associated with your past orders. If you are still having trouble, please contact our Customer Service team for assistance.
Payments
What forms of payment do you accept?
Sensifine supports multiple payment methods. Click here to learn about our payment options.
Do you accept insurance?
No, at this time we do not accept any form of insurance.
When will my payment method be charged?
As soon as you place your order via debit or credit card, your payment method will be authorized until shipment. During this time, you may see a pending charge for the total amount of the order. Once your order is shipped, the payment will be captured and the pending charge will disappear within 24 to 48 hours.
Auto-Ship Program: Your payment method will be charged automatically on the date your Auto-Ship order is scheduled to ship.
Prescription Items
How do I order items that require a prescription?
Find the items you need and place your order through our website as normal. If you already have a prescription on hand, you can upload it here, and we will ship out your order as soon as we receive it. If not, our Customer Service team will quickly reach out to you with options for submitting your prescription.
Do you accept insurance?
No, at this time we do not accept any form of insurance.
When will my payment method be charged?
As soon as you place your order via debit or credit card, your payment method will be authorized until shipment. During this time, you may see a pending charge for the total amount of the order. Once your order is shipped, the payment will be captured and the pending charge will disappear within 24 to 48 hours.
Auto-Ship Program: Your payment method will be charged automatically on the date your Auto-Ship order is scheduled to ship.