Return Policy

Our Return Policy

We want you to be happy with what arrives from A New Age Phoenix. If something isn't right with your order, you have 10 days from the day your order is delivered to ask for a return, and we will take it from there together.

How to Return an Item

How to return something: contact us first, before you ship anything back — email returns@anewagephoenix.com with your order number and the item you need to return. Every return needs our authorization, and when we authorize yours we will confirm the details, issue you a return merchandise authorization (RMA) number, and give you the return address. Please send it within 7 days of the day we issue your RMA number. Write "RETURNS DEPT." and your RMA number clearly on the outside of the package, and put your order number inside it. Please understand that we cannot accept items that arrive back without authorization. Returned items must be unused and in their original condition and packaging. When your return reaches us and has been checked, we will process your refund to your original payment method within 5 business days — your bank's own posting time after that is theirs, not ours.

Refunds and Shipping Costs

A few money details, plainly: refunds cover the item price, and shipping charges are not refunded. Sending the item back is at your cost — a trackable service is a good idea, since we can only process what actually arrives. We do not charge any restocking fee. And if a package is refused at the door or cannot be delivered and travels back to us, the refund will leave out the original shipping plus any return costs and fees the refusal charged to us.

Damaged or Missing Items

Damaged or missing items: if your package arrives with something damaged, or an item is missing, message us within 7 days of delivery and attach a clear photo. One caution: some orders arrive in more than one package, so if an item has not arrived yet it may still be traveling separately — if you are unsure, ask us before assuming it is missing. A broken item shows itself the day the box opens, and the photo is what lets us file with our supplier inside their own deadline — so the sooner you tell us, the faster we can make it right. Returnable items are refunded or replaced; for the items listed below that cannot be returned, we issue a store credit for the item price instead. And if we sent you the wrong item, tell us — you will not pay to fix our mistake.

Items That Cannot Be Returned

A few things cannot come back at all, for health and safety reasons: herbs, botanicals, and other consumables; candles that have been lit or burned; oils, waters, and personal care items once opened; underwear and intimate apparel; and anything wearable that has been worn. You will see this marked plainly on each of those items' own pages, so there are no surprises. And if one of them arrives damaged, you are still covered — the 7-day report with a photo applies to everything we sell. For those items the remedy is a store credit for the item price, good for 12 months from the day it is issued and issued once we have reviewed your report and photo: you keep the item, nothing is shipped back, and shipping charges are not credited.

Quick Summary

Three rules, kept simple: 10 days from delivery for returns, with authorization first; 7 days from delivery, with a photo, for damage or missing items; and a short list of items that cannot be returned, marked both here and on their own pages.