FAQ

WHAT RETAIL BRANDS ARE EXCLUDED FROM ALL IN SPA AND ONLINE PROMOTIONAL DISCOUNTS, COUPON CODES, AND SALES?
All in-spa and online promotional discounts, sales and coupon codes cannot be used on the following: io Gift Certificates, io Essential Pre-bundled Packages, In Fiore, Josh Rosebrook, and Vintner's Daughter.

All Gift Certificates, Packages, Series Specials and Spa Specials are non-refundable. 

MAY I USE PROMO DISCOUNTS OR VIP SPA DOLLARS TOWARDS GRATUITIES?
No. Gratuities are always calculated at the full price of the service and Spa Dollars (discounted for VIPs) may not be used for gratuities.

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.

MAY I USE SPA FINDER CERTIFICATES?
We do not accept Spa Finder.

I FORGOT TO ADD MY DISCOUNT CODE WHEN I ORDERED. SHOULD I CALL TO GET AN ADJUSTMENT?
No. If you’ve forgotten to key the special discount code (seasonal and specials), please place your order again WITH the code, and email web@internationalorange.com to cancel your previous, full-price order. 

iO is unable to give price adjustments or partial refunds on any online orders.

International Orange is located in Marin County at the Marin Country Mart.

Because of the customized level of our client experience, we do wish to speak with our clients when they are booking their appointments. Clients may complete our online form with information, and we contact them quickly to book appointments based on their preferences and our availability. Clients may also call during our business hours, or stop in to book directly. Please note that any clients with special medical needs or concerns should share them upon booking as some of our treatments (such as Oncology Massage) require some of our specially trained therapists.

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. 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 within Marin Country Mart.

Only clients enjoying services at the spa may use our lounge area, locker rooms, or be in treatment rooms. Babies and children under 12 are not allowed in lounge area, locker rooms or treatment rooms.

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.

Facials are safe during pregnancy and will be modified when necessary, i.e., certain products such as retinol and salicylic acids will be excluded. Please note that although the treatment bed can be inclined up to a 35 degree angle, it may be best to book a shorter facial in order to prevent discomfort from lying on your back. Your esthetician can also recommend appropriate and active home care for you skin during this unique time.

When booking your appointment, please let us know when you are expecting (pre-natal) or when you delivered (post-natal) so we can best plan the experience for your body.

In adherence to the restrictions from the State and County*, massages can be performed indoors IF FOR MEDICAL PURPOSES. Clients will be asked TO INDICATE THAT THEY HAVE BEEN REFERRED BY A MEDICAL PROFESSIONAL WHEN THEY FILL OUT OUR ONLINE INTAKE FORM.

* Recently the California Department of Public Health, Essential Services Inquiries clarified the definition of medical massage by stating the following: "Medical Massage is massage that is done based on a referral from a doctor or chiropractor. Medical Massage can be done indoors as it is considered essential as healthcare and therefore not under personal services. There is no requirement that it be in a medical office, only that it be done based on a referral from a doctor or chiropractor.”

CALL 415-563-5000 FOR MORE DETAILS

Please help us keep our spa and other clients healthy. Avoid visiting when you have symptoms of a communicable disease, infection or virus including but not limited to:

FeverSore Throat/CoughRunny NoseNausea/VomitingPoison Oak/Ivy, Warts, Shingles or Hives or Other Contagious Skin Conditions

If you had surgery recently, please make sure you receive permission from your doctor to receive a massage. There may be other conditions not mentioned in this list which massage therapy is contraindicated.

When in doubt, DON’T. If you suffer from a particular illness and are unsure if it safe for you to receive massage therapy, please check with your medical doctor before scheduling an appointment.

Our Oncology Massage is for our clients undergoing cancer treatment. It is a highly-customized massage designed to meet a client wherever they are in their treatment or journey. Our certified massage therapists have received specialized training allowing them to properly assess, develop and provide a nurturing and supportive massage for each client. Please note that when booking any massage for someone in their cancer treatment, let io know this upon booking as it does require one of our specially-trained therapists.

For facials, if you are currently undergoing treatment, we recommend you wait 6 months after the completion of your oncology treatment.

International Orange welcomes women with normal, low-risk pregnancies in their 1st, 2nd and 3rd trimester. We believe massage is an integral part of health and well-being during pregnancy and pregnant women can benefit greatly from a variety of techniques offered by io’s professional massage therapists. However, women in high-risk pregnancies should consult their doctor or midwife before beginning pregnancy massage services.

What are the benefits of Prenatal Massage?

Massage therapy during pregnancy is a wonderful compliment to traditional prenatal care. Some of the benefits include:

Relieves muscular tension created by carrying extra weight of the baby, especially in the lower back, upper back, shoulders and neck. Reduces stress on weight-bearing joints. Enhances body awareness for better posture and less discomfort. Assists with body mechanics and movement during structural change. Supports the birth process by relaxing muscles involved in labor and birth. Eases anxiety and stress during a time of transition. Increases the flow of blood and lymphatic fluid, which sweeps away toxins and metabolic waste. Releases serotonin, your body’s natural anti-pain chemical, which helps relieve depression or anxiety caused by hormonal changes. Helps to relax nervous tension which aids in better sleep.

Performing massage therapy during pregnancy is contraindicated for women experiencing any of the following symptoms/signs:

Continual abdominal pain. Bloody discharge. Sudden gush or leakage of amniotic fluid. Sudden, rapid weight gain Increased blood pressure. Severe back pain that does not subside with change in position. Severe nausea and/or vomiting, headaches, fever or diarrhea, excessive swelling in arms or legs. Additional conditions – phlebitis, thrombosis, or suspected clotting conditions, any bladder, kidney, liver or spleen compromise or infection. Local massage on areas with severe varicose veins and swelling are avoided due to clotting risk. For our clients’ safety, we require a doctor’s release form in order to receive massage therapy during a HIGH RISK pregnancy, which includes, but is not limited to: early labor, miscarriage threat, placental or cervical dysfunction, Gestational Edema Proteinuria, Hypertension (GEPH), Preeclampsia , Gestational Diabetes, pre-existing cardiac, renal, connective tissue or liver disorders/diseases, fetal genetic disorders, complications in previous pregnancies, three or more miscarriages.

What can I expect during a Prenatal Massage?

io offers 55 and 85 minute prenatal massages. Our therapists are trained in prenatal massage techniques and will take extra care to ensure our pregnancy massage clients are comfortable. Please speak up at any point during the massage if you need to move, use the restroom, or if you are too hot or too cold. Side-lying positioning with a supportive body pillow, wedge pillows and towels is used to alleviate the extra strain on the lower back and pelvic area when the pressure of massage techniques are applied. We do not use the pregnancy cushions which allow a client to lie face down. The In FIore essential oil body balms are a great upgrade for your massage, except for the Tangiers balm which is contraindicated for pregnancy. If you experience discomfort at any time during the massage, tell your therapist immediately.

When booking your appointment, please let us know when you are expecting (pre-natal) or when you delivered (post-natal) so we can best plan the experience for your body.

Women may want to consider booking a postnatal massage in the months after labor and delivery to allow for more overall comfort. It is required to wait six weeks after a C-section to allow for adequate healing before receiving a massage.

All in-spa and online promotional discounts, sales and coupon codes cannot be used on the following products: IO Gift Certificates, IO Essential Pre-bundled Packages, In Fiore, Josh Rosebrook, and Vintner's Daughter. 

Products purchased in our Marin shop 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, Packages, Series Specials and Spa Specials are non-refundable.

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.

International Orange welcomes guests 12 years of age and older who are receiving services in our spa area. If this is the minor’s first appointment at io, their parent or guardian must be physically present to fill out the minor release form and authorize all credit card charges for the minor client.

Age guidelines for our services:

Client must be at least 12 years old to receive facials and facial waxing. Client must be at least 14 years old to receive a massage.

Only clients enjoying services at the spa may use our lounge area, locker rooms, or be in treatment rooms. Babies and children under 12 are not allowed in lounge area, locker rooms or treatment rooms. 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.

A credit card is required to schedule a spa service at IO. To avoid being subject to 100% of the service price, cancellations and changes to services must be made 24 hours prior to your scheduled appointment. The full service(s) cost will be charged for any late cancellation or no-show appointments.

Should you arrive late to your appointment, your service will be modified to maximize your remaining service time without compromising the next appointment. If your service is shorter due to your late arrival, you will still be charged the full price of the service.

We appreciate your respect of our cancellation and late policies.

WHO SHOULD I CONTACT WITH QUESTIONS ABOUT MY ONLINE ORDER?
You may send website and web order related questions to web@internationalorange.com.

HOW MUCH DOES INTERNATIONAL ORANGE CHARGE FOR SHIPPING?
International Orange offers free standard shipping on all retail orders $100 or more. Orders of $99.99 and less are shipped via standard shipping for $14.95 and take 5-7 business days for customers to receive their orders. International Orange also offers express shipping on all retail orders for $26.95.

CAN I GET A TRACKING NUMBER FOR MY ONLINE PURCHASE?
International Orange will provide all 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?
All product orders are shipped via standard shipping, except orders which have requested expedited delivery (additional charge will apply).

PLEASE NOTE: Order fulfillment at International Orange occurs on the following business day (excluding U.S. federal holidays). Within the Bay Area, UPS Ground or USPS generally take 1-2 business days, but depending on their processing, can take 5-7 business days. Remote locations can take up to 7 business days or more.

SHIPPING NOTE:
Product orders are shipped via standard shipping, NO signature required. Please ensure you have selected a secure delivery location. IO is not responsible for packages that are lost or stolen. In the event that you have selected a delivery location from which a package has been stolen, you may use UPS tools to report this issue. UPS information is located here.

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.

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.

All Gift Certificates, Packages, Series Specials 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
2421 Larkspur Landing Circle, Suite 43
Larkspur, CA 94939

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.