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Frequently asked questions
Still waiting on your Eyelash Extension Supplies to arrive? Here are some important items you need to know.
Every Order is assigned a tracking number once the order has been picked and packed then shipped at our warehouse. We always email a tracking number from the shipping carrier selected by you at checkout (USPS or FedEX) the morning after you have ordered.
If you did not get a tracking email, it is possible that you may have entered a wrong email address? This is very likely if you did not receive an order confirmation email from us directly after your order. If this is the case, please call us to verify that we did in fact receive your order. (this is extremely rare, but could happen if customer has internet connection problems)
Why wait to email until the next morning? Great question! We have found that from time to time, orders are placed, then a customer wants to change that order. In an attempt to allow such changes, we wait to email tracking info so we know it is right.
Does that mean you do not ship same day? Not at all! In fact most of the orders we get go out same day. We work around the clock to make sure you get your eyelash extension products as quickly as possible. If you are living in the Phoenix metro area, we even offer same day courier delivery! Call us for details.
It is important to be aware that we rely on shipping carriers just like you do. Once we have filled an order, we turn it over to the carrier and wait just like you do! Sometimes, the wait grows long and we all panic a bit. Here are the most common reason:
1) Foreign Country CUSTOMS chose to take a closer look at your package. This could be because they randomly selected the package, or the destination address has raised a red flag, or something completely different than both of those scenarios. The bottom line is, like ANY foreign shipment into a country, officials reserve the right to stop, search and even reject anything they want to based on that country's laws. We have seen this take one day, and we have seen it take up to 3 weeks! Usually it is quick though. Canada is generally 2-3 days.
2) Carrier lost your package. Also extremely rare, this is a possibility. Please refer to your tracking number.
Finally, we do not verify any order has been delivered. It is the buyer's responsibility to let us know if they have not received their order. Once notified, we always try to remedy the situation!
Wondering when you can expect your Eyelash Extension Supplies order?
Well, that totally depends on where you live! Lashes Direct is based in Phoenix, Arizona. So we obviously ship from Phoenix! That really doesn't matter though if you selected say, the overnight option, or other expedited shipping methods.
Our Shipping cut off time is 1:30pm AZ Time. See what time it is in AZ right now!
As stated throughout our site, we DO NOT ship on weekends (Saturday & Sunday) or National Holidays.
Thanks for your interest in Registering to get an account with Lashes Direct for the best Eyelash Extension Supplies!
Once you place your first order, you will have the option to Create an Account/Register on the checkout page. If you have any problems, simply contact us!
You have come to the right place! But... there are a few things that are EXTREMELY IMPORTANT you need to know first!
We DO NOT ship ANY orders Saturdays, Sundays or National Holidays! That means if you order on a Friday Night and select the OVERNIGHT option, It will not ship until MONDAY, and will get to you on TUESDAY!
Other than that- you need to know that the cutoff for overnight orders is 2:00pm Arizona Time! What time is is in AZ? Check the current time right now!
If everything looks good, and you want to expedite your shipment, go ahead and order. At checkout, we will calculate weight and size of your order, and give US customers overnight pricing options for both USPS and FedEx.
We know that we will only stay in business if YOU are happy with both our products and great customer service! Because you work hard for your money, we want to make it easy to order and return anything that does not meet your high standards. If you receive any product that is not what you intended it to be- just email us at:
Explain why you are requesting a refund, attach a picture if possible, and as long as you fit the rules below- we will refund you as soon as we get it back.
100% Money Back Guarantee Qualifications:
1) We track all orders, so we MUST have a written request (email only- see above for address) within 5 days of receiving your order determined by Shipping records, or if shipping details are not available, within 10 days from shipping date.
DO NOT CALL US! – once we get your email request, WE WILL RETURN YOUR EMAIL within 24 hours, or the following business day! We cannot do anything until we receive an email request for return. All return/replacement communication must be through email so that all communication is written so that no confusion will occur.
2) Adhesives/Glues that are opened or used (even just once) cannot be returned, and do not fall under this category unless it is:
-Defective (clumpy, hard etc.) or,
-The container is broken upon arrival
3) FREE LASH COURSE with Starter Kit- Due to the fact that the price of the course is MUCH greater than the price of the Kit- we will not issue returns in part or in full for the Starter Kit if you also got the Free Lash Course with it.
Either one of these circumstances allows for immediate return. You will be asked to take a picture of product in question and email it with your request to: firstname.lastname@example.org
Because of the nature of adhesives, we cannot refund if glue is opened or used… really, this is the only caveat to our rule. If your reason is compelling we reserve the right to make an exception to our own rule on a case by case basis. Please understand that in most cases we want to be nice and fair. If you are a returning customer and order from us 2 times or more, we will almost always accept your request and apply a refund. We want to protect ourselves because we refuse to be a ‘use it and return it so I don’t have to pay’ type of company… if people like that didn’t exist- we wouldn’t even have these rules!
3) RETURN TO: All shipping costs both original and return are at the expense of the purchaser, unless we choose otherwise. Return shipments can be sent to:
LASHES DIRECT RETURNS
844 South 800 West
Pleasant Grove, UT 84062
INCLUDE NAME or BUSINESS YOU ORDERED UNDER, Order Number & Date, and reason for return. Read ALL rules before return to make sure your product can be returned, and state what you want: refund, exchange, or Store Credit.
4) We want to be as fair as possible. Both fair to our customers, and fair to our company. As long as your intentions are honest- you will have no problems dealing with us!
Thank you for your business! We are confident you will love our products and prompt customer service!