We’re here to help at onsen@patternbrands.com Monday-Friday from 9am-6pm ET.

What does Onsen mean?

• An Onsen (温泉) is a Japanese hot spring and traditional space for bathing and relaxation, two of our favorite things. Learn more about us here.

Where do you ship? 

• We ship to the 48 contiguous U.S. states and Canada. We’re not currently able to ship to Alaska or Hawaii.

Do you ship to APO, FPO, or P.O. Boxes?

• We are not currently able to ship to APO, FPO, or P.O. Box addresses.

 Do you offer free shipping?

• Yes! All U.S. orders over $95 and international orders over $195 qualify for free standard shipping. U.S. orders under $95 require a $7 shipping fee. 
• Heads up: International shipments require additional duties and taxes to be paid by the customer at the time of delivery, which are not covered in our shipping rates. Check with your local postal service or customs office to find out what these fees will be before you place your order. Onsen is not responsible for packages held in customs or for any customs duties or brokerage fees owed. If you decide to refuse a shipment, Onsen will not grant refunds of any kind. 

How long will my order take to arrive?

• We’re excited too! Orders usually take 1-2 business days to process in our warehouse, and typically arrive within 2-7 business days, depending on your shipping address and shipping speed selected.
• *During the holiday season in December, orders can take up to 5 business days to process in our warehouse and 2-10 business days in transit.

Do you offer expedited shipping?

• Absolutely. We’ll expedite your shipping for an additional cost you can find at checkout. 

What shipping carrier do you use?

• The shipping carrier depends on the item being shipped and the shipping location, but we usually partner with FedEx, UPS, and USPS. 

Where is my tracking number?

• Your tracking number is emailed to you once your order ships out from our warehouse. Tracking numbers can take up to 24 hours to update once your order is with the carrier. If you’re having any trouble locating your tracking number, please send us an email at onsen@patternbrands.com. 

When will I get an order update?

• Once your order ships from our warehouse, we’ll send you your tracking number so you can watch it on its way to you. 

I can’t find my order?

• We’re so sorry to hear this! Please send us an email at onsen@patternbrands.com and we’ll get to the bottom of it. 

My order arrived damaged. What should I do?

• Oh no! We’re so sorry to hear this. Please send us an email at onsen@patternbrands.com with a photo of the issue and we’ll take it from there.

I just placed my order. Can I change it?

• We have a very short window to make any changes to orders. Email us as quickly as you can at onsen@patternbrands.com with what you would like to change and we’ll do our best!

Can I change my shipping address?

• We have a very short window to make any changes to orders. Email us as quickly as you can at onsen@patternbrands.com with the updated shipping address and we’ll do our best!

Do you offer free returns?

• We’re pretty sure you’re going to love it, but just in case, we do offer a 60-day return window. Original shipping charges are not refundable, and return postage is the customer's responsibility and will be deducted from the refund. To start a return, click {here}. If you’re a Canadian customer and would like to return, please send us an email at onsen@patternbrands.com.

How do I return?

• Thanks for giving us a try! We offer a 60 day return/exchange policy. To start a return or exchange, click {here}. If you’re a Canadian customer and would like to return, please send us an email at onsen@patternbrands.com. 

Can I exchange instead of return? 

• Of course! Just click {here} to start your exchange. If you’re a Canadian customer and would like to exchange, please send us an email at onsen@patternbrands.com.

Where is my refund? 

• Returns can take up to 10 business days to process, and then once processed, your refund can take another 2-7 business days. We do our best to process returns and refunds quickly! If you have any questions, please send us an email at onsen@patternbrands.com.

Can I return Final Sale Items?

• Items marked as “Final Sale” on our website are non-refundable and non-exchangeable. By purchasing these items, you acknowledge and accept that they cannot be returned for a refund or exchanged for another product, unless there is a manufacturing defect or an error on our part. We strongly encourage you to review the product details, sizing, and any available information before making a final sale purchase. Please contact our customer support team if you have any questions or concerns about a “Final Sale” item prior to making your purchase. Your satisfaction is important to us, and we are here to assist you in any way we can.

What forms of payment do you accept?

• We accept all major credit cards, PayPal, Amazon Pay, ShopPay, GooglePay, and Affirm.

I just placed my order. Can I change my payment method?

• Unfortunately, we’re unable to make changes to payments once an order has been placed.

Can I cancel my order? 

• We have a very short window to cancel orders. Email us as quickly as you can at onsen@patternbrands.com and we’ll do our best!

Where are your products made?

• It’s truly an international affair at Onsen. Our products are designed in New York, the materials are grown in the U.S. and Turkey, and made in Turkey and China. 

What materials do you use?

• Onsen Supima® Waffle products are made using Oeko-Tex Standard certified Supima® cotton grown in the U.S. Supima® cotton is twice as strong as regular cotton, absorbs more water, and even lasts longer.
• Onsen Terry Waffle towels are made of 100% American-grown cotton and Oeko-Tex Standard certified. 
• Learn more about our materials here.

How do I care for my towels and robe?

• We recommend washing your towels in cold water on a gentle cycle every 3-4 days. Tumble dry on low with wool dryer balls. Avoid using fabric softeners,which coat the cotton fibers and minimize their natural ability to absorb moisture. Learn more about towel care {here}.

Do you offer a warranty?

• We don’t offer a warranty, but we take pride in the products we create and sell and want you to be happy. If any issues arise, please reach out to us at onsen@patternbrands.com and we’ll do our best to make it right. 

Do you offer a discount on first orders?

• You know it! We offer 10% off first orders over $100 for newsletter subscribers. The discount is valid only on full priced items, cannot be combined with other discounts, and must be redeemed within 30 days.  

I forgot to apply my discount. Can you retroactively apply it? 

• We’d be happy to! Just send an email to onsen@patternbrands.com with the discount you intended to use and we’ll go from there. 

I had a discount that expired before I could use it. Can you honor the code still?

• Send us an email at onsen@patternbrands.com with the discount code and we’ll do our best to help.

Where can I follow you?

• All the fun stuff is going down on Instagram here.  

Will you feature my post?

• For a chance to be featured on our page, be sure to tag us @onsentowel.  

How can we collaborate on social?

• If you’d like to collaborate with us on social, please send us a DM at @onsentowel. Someone from our social team will get back to you! 

How do I unsubscribe from marketing emails?

• We’re sorry to see you go! To unsubscribe, click the “Unsubscribe” link at the bottom of the email and then enter your email address. 

Do you offer gift cards?

The gift of relaxation is kind of the best. You can purchase a gift card here in amounts of $25-$250.

• Please visit our Wholesale page