Customer Support

Our Wellness Advisors are here to support you Monday - Friday and will respond within 48 hours of receiving your email. 

Please reach out to ecommerceteam[at]kneipp-usa.com 

Please also feel free to check out our FAQ's for assistance with commonly asked questions. 

  • WHY HAVE YOU STOPPED MAKING MY FAVORITE FRAGRANCE?

    WHY HAVE YOU STOPPED MAKING MY FAVORITE FRAGRANCE?

    We are so sorry to hear that we no longer carry your favorite fragrance. If we no longer carry a collection that you absolutely loved, please send us a note to ecommerceteam@kneipp-usa.com. We will collect this information and use it as feedback as we introduce new products to our collection...and who knows, we may one day bring it back!

  • CAN I MAKE CHANGES TO/CANCEL MY ORDER?

    CAN I MAKE CHANGES TO/CANCEL MY ORDER?

    All of our orders are processed and dropped to the warehouse within 15 minutes of placing an order. Due to this quick turnaround, it is not possible for our team to modify or cancel orders.

  • WHERE IS MY ORDER?

    WHERE IS MY ORDER?

    To check the status of your order and track your shipping, log in to your account. From the Account Dashboard, click "View Order" for the order you are inquiring about. TO view tracking, click the "Shipments" button. Your tracking number for UPS will be available on this page.

    We are aware that some customers are being taken to the DHL website. We are in the process of fixing this issue. If you take the same tracking number and input it at UPS.com, you will be able to see the status of your shipment while we work on a solution. 

    If your order states that it is still in "SAP Processing" it has likely not shipped yet. If it has been longer than 5 business days, please reach out to our customer service team and we will look into your order for any possible issues and errors.

  • HOW DO I USE MY PROMO CODE?

    HOW DO I USE MY PROMO CODE?

    During the checkout process, there is a field available in the shopping cart for you to enter any promo codes that are available. Enter your code at checkout exactly as it appears in the email, offer or webpage. For example, if the code appears in all caps, you must enter the code on the site in all caps. Click "Apply" and the discount will be detailed in the payment summary. If the discount is not applied, the promotional code is either expired or entered incorrectly.

    *Please note, during Black Friday and Cyber Monday all coupon codes are no longer valid.

  • HOW MUCH DOES SHIPPING COST?

    HOW MUCH DOES SHIPPING COST?

    We currently offer $5.95 flat-rate shipping for all orders under $50.  Purchases of $50 or more (after discounts) ship for FREE.  From time to time, we may also offer Free Shipping promotions on any order.  Join our email list to be sure you are always the first to know about our current sales and promotions.