Shipping, Order Policies & Returns

Shipping Policies

Shipping and Order Processing Times:

Warehouse hours are 8:00 am to 4:00 pm Monday through Friday. The warehouse does not process orders on Saturday or Sunday.
Order processing time is 1 to 2 business days to receive a tracking number. Please allow and expect additional time for processing during the holiday season. This includes Black Friday.
Once the package is scanned by the mail carrier it can take 3 - 5 business days to be delivered.
Overnight/Next-Day shipping is available Monday-Thursday.
Overnight/Next-Day shipping orders placed after 12 PM PST ship the next business day. Next day shipping does not guarantee next day delivery. Please allow time for the mail carrier to ship the order.
Some mail carriers like UPS only ship on weekdays.

Free Shipping:

Free shipping for orders $99+, excludes oversized items.
Available for US domestic orders only.

International Shipping:

No free shipping for international orders.
The customer is responsible for shipping costs on international orders.
International duty fees are taxes imposed by the destination country on imported goods, which customers may need to pay when choosing international shipping. These fees are non-refundable, and LivBay Lash is not responsible for covering them, as they are beyond our control.

Warehouse Pick-up Orders:

Warehouse hours are 8:00 am to 4:00 pm Monday through Friday. The warehouse is closed Saturday and Sunday.
Pick-up address: 365 E Pilot Rd Suite B, Las Vegas, NV 89119
All pick-up orders must be collected within 7 days of receiving the "Order Ready for Pick-Up" notification. If an order is not picked up within this timeframe, it will be cancelled, refunded, and the items restocked.

Responsibility:

LivBay Lash is not responsible for lost or stolen orders or fees for re-shipping to a new address.

Order Policies

Read Product Instructions:

Before using our products, please read and follow all instructions on the product label and on our website to ensure proper application.
LivBay Lash is not responsible for any damage to products or injury caused by improper use or failure to follow the provided instructions.
All products are intended for professional use ONLY and should be applied by a licensed technician.
For retail inquiries please reach out to supplies@livbaylash.com.

Order Cancellations:

Email supplies@livbaylash.com ASAP to cancel or change an order before it ships. Requests may be made but are not guaranteed.

Missing Items:

Please report missing items within 3 days of receipt with photos to supplies@livbaylash.com and our team will make it right.

Customer Responsibility:

Charges for returned orders due to incorrect addresses or undeliverable packages are the customer's responsibility.
Please confirm your address before placing your order.

Wholesale Orders:

Operating Hours: 8:00 am to 4:30 pm Monday through Friday.
Address: 365 E Pilot Rd Suite B, Las Vegas, NV 89119
All orders are shipped from Las Vegas, NV.
Must be used for professional use only; please contact supplies@livbaylash.com for retail inquiries.

Lash Classes:

Deposits and class payments are non-refundable and non-transferable.

Gift Purchases:

If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of the returned item. Once we receive the return, we will send you a gift certificate.
If the item was not marked as a gift, or if it was shipped to the gift giver first, the refund will be sent to the gift giver, who will then be informed of the return.

Return Policies

Non-Refundable Items and Exclusions:

All sales final during holiday promotions (including Black Friday/Cyber Monday).
Defective items are only eligible for store credit or a replacement/exchange.
Lash Classes, Lash Class Kits, Furniture and Wholesale Orders are non-refundable.
Non-refundable items are sold as-is and are final sale.
Gift cards are non-refundable and non-returnable.
Sale items/Overstock Sales can be exchanged but are non-refundable.

Eligible Returns:

Refunds, Exchanges or Store Credit are available for new condition, unopened, unused products within 30 days of shipment. Exclusions apply on non-refundable items.
Opened products may be exchanged or receive store credit within 30 days but are non-refundable. Exclusions apply on non-refundable items.

Pay now to unlock free returns!

We offer you the option during check out to unlock free return shipping later for the eligible items in your order by paying a small returns fee at the time of purchase.

If you choose to pay this fee during purchase, there is no additional charge for shipping your item(s) back to us.
If you choose not to pay this fee during your purchase, you are responsible for the cost of your return label which may be subject to a higher shipping/handling fee later at the rates that are required on the date you ship your item(s) back to us for a return.

Please note that this service does not exempt your order from final sale or other store policies.

Return Process:

All return requests must be submitted within 30 days of shipment. Any return submitted after this return window will not be eligible for return.
Start your return by visiting our new return portal:

https://returns.livbaysupplies.com/#/

Please have your order number and zip code associated with your order ready to initiate your return.
A photo of your item is required in order to complete your return. Be prepared to upload a photo of your item.
Customers who participated in our free return shipping program will receive a prepaid return label, if applicable.
Customers who did not participate in our free return program are responsible for the cost of a return label which will be deducted from your original order total, if applicable.
All return labels if unused will expire within 28 days of creation.
If return is not approved, the customer must pay for the product to be shipped back to them if they do not wish to exchange the product(s) or receive store credit.
We cannot guarantee that we will receive your returned item.
Contact supplies@livbaylash.com with any questions

Product Damage/Defects:

Report any damage or defects with a supporting photo within 24 hours of receipt through our new return portal or contact supplies@livbaylash.com. Exclusions apply on non-refundable items.