HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it is not always possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can try to make a correction before it departs. There is no guarantee we can make it once it leaves our warehouse, but we will do everything we can.
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1 to 3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up, processing times may go up to 3 business days following the day you placed your order.
GENERAL SHIPPING INFORMATION
Our warehouse processes and ships out all orders Monday through Friday (excluding major holidays). After placing your order, your package should be shipped out within 1 to 2 business days after your order is placed, and you will receive an email with the tracking number soon after.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may possibly arrive 1 to 2 business days apart.
OUT OF STOCK / BACKORDERED ITEMS
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.
I RECEIVED A DAMAGED ITEM. WHAT DO I DO?
We apologize that your shipment did not arrive in perfect condition. Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.
WHY IS MY TRACKING NUMBER NOT WORKING?
Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carrier systems. International shipping usually takes between 2 to 4 weeks, so you can estimate that it will take about that long from the time your package ships until you receive it. If your order is domestic and the tracking number does not work, please let us know so we can make sure your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVE NOT RECEIVED MY ORDER
All domestic delivery issues become the responsibility of the carrier once the package has been shipped from our warehouse. You can contact the carrier directly to locate your package at your local post office or depot.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a 30-day Money Back Guarantee from the time of delivery. To get in touch with us, please use the Contact Us tab or email us at support@bioglow-officiel.com.
