FAQ
Q: How long will it take my order to process?
A: If an order is placed before 3 PM Pacific Standard Time (PST) on a business day, we aim to process it the same day. But please allow up to 1-2 business days for your order to process. You will receive an email with a link to tracking information when your label is created. For more information regarding shipping costs and transit time, please see the "Shipping" tab below.
Q: What are acceptable forms of payment?
A: We accept all major credit cards, plus PayPal, Shop Pay, Apple Pay, Google Pay, and Meta Pay.
Q: How do I check on my order’s status?
A: Click the link for "View your order" found in the order confirmation email sent when the order was placed. If you cannot find this email, check your spam folder. Please note that it can take some carriers up to 1 business day after an order has been shipped to show tracking information.
Q: Can I change or cancel my order?
A: Depending on when it was placed, we may be able to modify or cancel your order. Email us at hello@thatasset.com with your order number as soon as possible, and a member of our customer support team will assist you.
Q: Can I change my shipping address?
A: We are only able to update your information for a short time before your order ships. If you would like to change your shipping address, please email hello@thatasset.com with your order number and updated shipping address as soon as possible.
Q: Do you include printed invoices and/or return slips in the package?
A: We do not include invoices and/or return slips. Email hello@thatasset.com with your order number and they will assist you.
Q: Do prices reflect US Dollars?
A: Yes!
Q: What if my item is damaged, defective, or incorrect?
A: If any items arrive damaged or incorrect in your order, document the issue(s) with photos and/or video and email images to hello@thatasset.com with your order number. The customer support team will help you right away.
Q: What are the benefits of becoming a subscription member?
A: + Receive 15% Discount
+ Free Shipping (US only)
+ Cancel or Change anytime
+ Early Access To New Products
+ Receive Product Replenishments Automatically
+ Opportunities To Trial New Products & Receive Special Gifts
Q: How do I become a subscription member?
A: On the desired product page, look below the product description and select “Subscribe & Save 15%.” Choose your preferred delivery frequency (you can change frequency, pause or cancel at any time).
Complimentary free shipping will be automatically applied to all US subscription orders.
Q: How do I change my subscription?
A: 1) Login or Create a Shop account with the email associated with your order.
Please note, you can start a subscription without creating an account. But you will need to create an account to login and manage it. If you try to reset you password and don't receive an email it's probably because you don't have an account and need to create one.
2) From your account portal, select the 'Next Order' or 'Subscriptions' tab and then tap the 'Manage...' button to change any detail about your order.
Q: How do I cancel my subscription?
A: 1) Login or Create a Shop account with the email associated with your order.
Please note, you can start a subscription without creating an account. But you will need to create an account to login and manage it. If you try to reset you password and don't receive an email it's probably because you don't have an account and need to create one.
2) From your account portal, select the 'Subscriptions' tab and then tap the 'Manage Subscription' button.
3) In the top portion of the modal tap 'Cancel,' the most right option of the carousel, answer the prompt, and click 'Confirm Changes.'
Q: Where do you ship?
A: We ship to all 50 states in the US and Puerto Rico.
Q: Do you ship internationally?
A: We do not currently offer international shipping, but we're working on it!
Q: What types of shipping do you offer for US orders?
A: We offer Standard, 2-Day, and 1-Day shipping options.
Q: When will my order ship?
A: We aim to ship all orders the same day when received by 3 PM PST on business days, but please allow up to 1-2 business days for us to process your order.
Q: Where can I find my tracking information?
A: You can find tracking information for your order in your shipping confirmation email. Please note that it can take some carriers up to 1 business day after an order has been shipped to show tracking information.
Q: What is your return policy?
A: We’re a small business doing everything we can to ensure your ass has a satisfying experience—if your products have a defect or there is problem with the order, please reach out to our team at hello@thatasset.com for assistance. We accept returns within 30 days of purchase.
If you’ve had a negative reaction to Hole Serum, you may be eligible for a refund. Hole Serum contains a potent blend of plant extracts and clean ingredients designed for sensitive skin with the help of a dermatologist, but no skincare product is compatible for all people. Just email us at hello@thatasset.com, and we will get to the bottom of it.
Please note:
(1) As we are a small business, we are unable to provide postage for return orders.
(2) The original shipping charges will not be refunded.
(3) Refunds may take up to two weeks to be credited to your original form of payment.
Q: My package arrived without a return slip. What do I do?
A: Orders do not include return slips. Email hello@thatasset.com with your order number and we will help you with your return.
Q: Can I return a product if I have already opened it?
A: As long as you have used less than 1/4 of the product, we will accept your return.
Q: When will I get my refund?
A: Please allow up to two weeks for refunds to be deposited to the original payment method used for purchase.
Please note: Original shipping charges will not be refunded.
Q: Where can I find a full list of ingredients?
A: Full ingredient listings are available on each individual product page, under the “Ingredients" section. If you have a question about an ingredient, email us at hello@thatasset.com. You can also find the full ingredient list on either the bottle or the outer box.
Q: What skin types are Asset products appropriate for?
A: We work with a dermatologist to formulate products that are safe on sensitive skin so that the majority of skin types can use our products safely.
No skincare product works on all skin types, so consider performing a patch test before use and reading the entire ingredient list to determine if the product is appropriate for your skin. If you are still unsure, consult with a dermatologist or health care professional.
Please note: When applying Hole Serum to damaged skin, some people may briefly feel a subtle, soothing tingle.
If you experience a negative reaction, rinse off the product, cease use, and consult a health care professional.
Q: How long will my product last?
A: If used as directed (about a half pump of product per use), each bottle contains over 100 uses. For maximum effectiveness, we recommend using our products within 12 months after opening.
Q: Are your products vegan?
A: Our products do not contain any animal-derived ingredients. We are currently working on our vegan certification.
Q: How can I contact Asset Customer Service?
A: Email us at hello@thatasset.com anytime with any questions, concerns, and product-related inquiries. Our Customer Support Team will typically respond within 24 hours, but please allow up to 1 to 2 business days.