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FREQUENTLY ASKED QUESTIONS

SPA FAQ

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LOCATIONS

International Orange has two locations. Our flagship spa is located in San Francisco, and our second location is located in Marin County at the Marin Country Mart.

  • San Francisco: 2044 Fillmore Street | 2nd Floor | San Francisco, CA | 94115
  • Marin Country Mart: 2421 Larkspur Landing Circle | Suite 43 | Larkspur, CA | 94939

HOW TO SPA

Please arrive at least 15 minutes before your appointment begins to change into a robe and slippers and if you are a new client, to fill out our new client form. You are more than welcome to come in as early as you would like to enjoy our amenities: in San Francisco, we have a dry sauna, a beautiful lounge and deck area, in Marin, we have a steam room, dry sauna, and a large sunny deck and indoor lounge.

We are a serene and relaxing space so please be mindful around other guests. Please turn your cell phones to silent if left inside our locker rooms and refrain from talking on your phone in our common areas.

At International Orange we strive to maintain a serene and meditative environment, so our clients can truly relax. For this reason, we do not allow alcoholic beverages on site. If you would like to enjoy a drink outside, we are happy to recommend a variety of restaurants or wine bars to explore on Fillmore Street or within Marin Country Mart.

FACIALS

Before your facial: Refrain from Retinoid products (prescription or over the counter) for at least 1 week before your service. If you are interested in a stronger treatment (power peels, microdermabrasion) we recommend stopping 10 days prior to your service. Suspend the use of any AHA (alpha-hydroxy acid) containing products 3 days pretreatment to reduce sensitivity to our active services.

Men: Please do not shave the day of your facial. The day before is fine to lessen sensitivity.

Accutane: We cannot perform facial waxing or stronger facial treatments on current Accutane users. Your esthetician will advise on a more appropriate facial.

Cold sores: We cannot perform facial treatments if an active cold sore is present. Cold sores are viral and can be spread to nose and/or eyes where there are other mucus membranes.

After your facial: Allow 2-3 days before any facial waxing or returning to any AHA (alpha-hydroxy acid) containing products. Allow a full week before resuming Retinoid products.

Power Peels: Your skin may feel a tightness and/or dryness by day 2 after a power peel. This response is normal and expected. It will subside after a few days.

EXCLUSIONS AND RETURNS

Due to requests from brands, all in-spa and online promotional discounts, sales and coupon codes cannot be used on the following products: In Fiore, goop, Josh Rosebrook, Vintner's Daughter and Cashmere Foundation Candle.

Products purchased in our San Francisco and Marin shops may be returned if they are new, unopened, and/or unworn. All returns must be accompanied by a receipt and may be returned for STORE CREDIT ONLY within 14 days of purchase. All Gift Certificates and Spa Specials are non-refundable.

PETS

We love furry friends and family members but only Service Animals (defined as trained animals to assist the hearing impaired, visually impaired, or the physically disabled) are allowed in our Spa. We are unable to allow Emotional Support Animals in our spa at this time.

The California State Board of Cosmetology and the Board of Consumer Affairs have specific rules and regulations stating that no animals, other than registered service animals are allowed in the spa at any time. We also take into consideration that some of our clients and employees may be allergic or have other issues with pets, and we strive to maintain a sanitary and serene space at all times.

MINORS

Children need to be accompanied by an adult and under the supervision of an adult in our retail area at all times. We are not able to attend to or watch any unsupervised child at any time. International Orange welcomes guests 12 years of age and older who are receiving services in our spa area. We have instituted new Minor age guidelines for our services:

  • Client must be at least 12 years old to receive the following services: Facial, all face and body waxing (excluding Extended Bikini and Brazilian waxing)
  • Client must be at least 14 years old to receive the following services: Massage and Acupuncture (can also receive facials and waxing, excluding Extended Bikini and Brazilian waxing)
  • Client must be at least 18 years old to receive the following services: Extended Bikini and Brazilian waxing (can also receive facials, all waxing, massage and acupuncture)

ONLINE FAQ

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EXCLUSIONS/TERMS & CONDITIONS

WHAT RETAIL BRANDS ARE EXCLUDED FROM ALL IN SPA AND ONLINE PROMOTIONAL DISCOUNTS, COUPON CODES, AND SALES?
Due to requests from brands all in-spa and online promotional discounts, sales and coupon codes cannot be used on the following: In Fiore, goop, Josh Rosebrook, Vintner's Daughter and Cashmere Foundation Candle.

WHERE CAN I FIND THE TERMS AND CONDITIONS FOR PURCHASES, GIFT CERTIFICATES, VIP SPECIALS and PROMOTIONS?
Terms and Conditions are located here and are updated regularly.

ONLINE ORDERS/SHIPPING

WHO SHOULD I CONTACT WITH QUESTIONS ABOUT MY ONLINE ORDER?
Please send all website and web order related questions to web@internationalorange.com. A webshop team member will respond within 24 hours.

HOW MUCH DOES INTERNATIONAL ORANGE CHARGE FOR SHIPPING?
International Orange offers free UPS ground on all retail orders $50 or more. Orders of $49.99 and less are shipped via UPS Ground for $9.95. UPS Ground packages take 5-7 business days for customers to receive their orders.

CAN I GET A TRACKING NUMBER FOR MY ONLINE PURCHASE?
International Orange will provide all UPS orders with a tracking number via the e-mail address used during purchase. The tracking number will be sent before the order has been shipped. Please allow 24 hours for your tracking information to update.

HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE?
Customers who choose to have the gift certificate mailed are shipped regular U.S. Mail for no additional charge to the purchaser. You may also email the recipient the gift certificate at no additional cost. All other product orders are shipped via UPS Ground, except orders which have requested expedited delivery (additional charge will apply).

PLEASE NOTE: Order fulfillment at International Orange occurs Monday through Friday (excluding U.S. federal holidays). Orders received Monday through Friday are processed the next business day. Orders received on Saturday or Sunday are usually processed on Monday or by the end of business day Tuesday. Any order received after 2PM PST will be processed the following day. Within the Bay Area, UPS Ground or USPS generally take 1-2 business days, but depending on their processing, can take 3-5 business days. Remote locations can take up to 7 business days or more.

DOES INTERNATIONAL ORANGE SHIP INTERNATIONALLY?
For all orders that require shipping to an international address, including Canada, the purchaser must arrange for their own UPS or FedEx pick-up. Please email our web team at web@internationalorange.com for more information. International Orange does ship to Alaska, Hawaii, and Puerto Rico.

CAN I ORDER INTERNATIONAL ORANGE PRODUCTS ONLINE FROM OUTSIDE THE U.S.?
International Orange currently does not accept online orders from outside the U.S. However international orders can be made by contacting our web team at web@internationalorange.com. For orders within the US, we cannot accept international credit cards.

For orders that require shipping to an international address, including Canada, the purchaser must arrange for their own UPS or FedEx pick-up.

RETURN POLICY/DAMAGED GOODS

WHAT IS THE INTERNATIONAL ORANGE RETURN POLICY?
Products purchased from internationalorange.com, must be returned to the webshop at International Orange postmarked or returned within 30 days of purchase. We can only accept refunds and returns for unopened/unused/unworn items purchased from internationalorange.com. All Gift Certificates and Spa Specials are non-refundable.

WHERE DO RETURNED PRODUCTS NEED TO BE SENT?
Please send your unused/unopened return product, along with a copy of your original receipt to:
International Orange
ATTN: Returns
2044 Fillmore St, 2nd Floor
San Francisco, CA 94115

HOW DOES INTERNATIONAL ORANGE HANDLE DAMAGED GOODS?
Items that arrive damaged must be returned to International Orange and upon receipt of damaged goods, new items will be sent. If a customer wants replacement items immediately, customer credit card will be charged and then refunded upon receipt of damaged goods.

GIFT CERTIFICATES

HOW CAN I PURCHASE A GIFT CERTIFICATE?
The simplest way to order an International Orange gift certificate is to purchase directly through our website or you may also visit IO Spa in San Francisco or Marin Country Mart. When purchased online, the Gift Certificate is charged to your card immediately. When one chooses to have it mailed via UPS or USPS, International Orange then takes care to process the gift certificate by hand and is then placed in the mail. Please note that UPS and USPS can have processing delays and it may take 3-5 business days to arrive within the Bay Area.

Gift Certificates (even when discounted during special promotions) are available for use in both Spa locations, 7 days a week, during business hours.

PLEASE NOTE: Gift Certificates and online orders are processed by hand, Monday - Friday. Orders placed Sunday - Thursday will be processed the following day. Orders placed Friday & Saturday will be processed the following Monday. International Orange Gift Certificates are non-refundable and cannot be redeemed online.

HOW DO I REDEEM MY GIFT CERTIFICATE?
IO Gift Certificates are redeemable for International Orange Spa services. Full priced gift certificates are valid towards in-store product purchases. VIP Specials that are purchased as a gift are subject to the same terms as a VIP Special.

WHAT WILL THE EMAILED GIFT CERTIFICATE LOOK LIKE?
If you select the option to email a gift certificate or spa special to a friend, below is an example of the email that they will receive.

DO YOU HAVE A PRINTABLE GIFT CERTIFICATE?
We offer our customers the option to print out a hard copy of an International Orange gift certificate. Please contact us and we will assist you.