FAQ
Have a question that's not listed?
Contact us!
COUPON CODE
Why doesn’t the coupon code work on lash products?
- Our eyelash kits and accessories are excluded from the discount codes because they are marketed at the most competitive price, therefore we can’t drop the price any lower.
Can I get a better deal than 10% or 15% off my order?
- Unfortunately we are not offering any other codes, unless we have a limited time promotion. If you are interested in wholesale, please click here to be redirected to the wholesale page.
SHIPPING
When do you ship out orders?
- We package and ship through USPS and Fedex based on the weight of the product. All orders are processed within 2-4 business days. Any orders made after 3:00pm PST, during the weekend or holidays might take longer process time.
Can I get my order shipped overnight?
- Unfortunately we are unable to ship any orders overnight.
Can I get my order expedited?
- Yes, you can! It is a little tricky as we offer upgraded shipping as a product. However, we are trying to fix this situation, click here to contact us for the correct amount to add to your order.
I live in the Los Angeles area, can I pick up my order?
- Sorry, we are a warehouse and not a store, so we are not open to the public for anyone. All orders cannot be picked up in-store or curbside.
How many days will it take for me to receive my order?
- We cannot guarantee an exact date when you will receive your order, as it is out of our control if the shipping gets delayed through USPS or Fedex. We can only give you a rough estimate through your tracking number connected to your order.
The tracking number says my package was supposed to be delivered by now, where is it?!
- Any delays after shipment has been sent out is out of our control and will be solely based on the shipping company. If it has been more than a week from delivery, please contact us through the customer service form on our website.
My package was delivered, but I didn't receive it!
- Unfortunately we are not responsible for orders that are missing or delivered to the wrong address. Please check with your neighbors to see if it is left with them. If not, please contact USPS or Fedex with the issue.
Why did I receive an e-mail for additional shipping?
- It is likely that your order exceeds the limit for free shipping or the shipping address is outside the contiguous United States area. Please review our Shipping Policy.
My tracking number hasn't updated!! What's going on?!
- We completely understand the frustration of this situation. It should be noted that all tracking numbers may take at least 2 days after shipment to fully update. However, technology can be tricky at times, and shipping companies can miss some packages while scanning outbound packages (especially orders made during weekends and holidays), in this case, we advise waiting at least a week for updates. Please contact us if it has been more than a week.
ORDER ISSUES
Can I modify my order?
- Unfortunately we are unable to modify your order once they are placed. You may either contact us immediately to cancel your order before it has been shipped or place an additional order.
I would like to cancel my order but it has already been shipped out.
- If your order has already been shipped out, cancellation is not possible as the package is no longer in our facility.
I would like to change my address but the order has already been shipped out.
- If your order has already been shipped out, we are unable to make any changes to the shipping address. We would advice you to contact whichever carrier is making the delivery and see if they'd be able to help with the changes.
I am missing item(s) in my order!
- Oh no! Please contact us within 30 days and we will try our best to assist you.
I received damaged item(s) in my order!
- We are sorry to hear about that! We try our best to ship your orders in perfect condition, but mistakes occasionally happen. Please contact us within 30 days and we will try our best to assist you.
MISCELLANEOUS
Do you customize your products? (ie. adding labels, color mixing, special sizing)
- No, we do not customize our products. Unfortunately, you will have to look for alternative ways.
Can I receive a sample of your products to test before committing on a bulk order?
- Unfortunately we do not ship sample products, however, you may order a smaller quantity instead.
The product I'm looking for is out of stock!! When will it be back?
- We apologize for any inconvenience it may cause you. We are continuously trying to work on re-stocking all items as soon as we can. There is rarely an exact date for re-stocked items, however if you would like us to contact you when the item is in stock, please reach out to us via our customer contact form, a quick chat on our chat feature (at the bottom left of the website), or e-mail us with the following information:
- First/Last Name
- SKU of the item you are interested in.
RETURNS, REFUNDS & EXCHANGES
Click here to view our Return Policy
