CUSTOMER SERVICE

  • Returns and Exchanges

    An exchange of product will only be accepted with a Éprouvage approved Exchange Authorization (EA) Number. To obtain an EA Number, please contact our Customer Service Department and fill out the Exchange Authorization Form (EAF).

    1. Enclose a copy of your completed EAF along with the unused portion of the product and place it inside your package.
    2. Pack the items carefully to avoid damage in transit.
    3. Please address your package to:

    Éprouvage
    Customer Service/ EA#________
    5850 Granite Parkway, Suite 370
    Plano, TX 75024

    Please Note: Only products purchased from our Éprouvage website may be exchanged. All exchanges must be approved by a Éprouvage Customer Service Representative and accompanied with a Éprouvage. Exchange Authorization Form that will serve as your packing slip. All exchanges will be subject to a fifteen percent (15%) shipping and handling fee.

    For your protection and to ensure prompt delivery, we recommend that you send the exchange via an insured method which can be tracked in the case of loss (i.e. UPS or insured Parcel Post).

    Shipping fees are non-refundable. In the case of damaged items, please contact us immediately for assistance. Additional information can be found below in the section “Damaged Items”. If you have any questions about exchanges, please contact our Customer Service Department at 1-800-807-3950.

  • Damaged Items

    When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear; however, if damage occurred to the item(s) in your shipment, please contact us immediately at 1-800-807-3950.

    Please provide the order number along with your e-mail address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.