Unfortunately, we are not responsible for lost or stolen items.

Once orders have left T-glow Cosmetic warehouse the package is in the care of the postal handler. Customer is required to submit a claim directly with courier and follow their guidelines. USPS and  Fedex recommend waiting 14 days before assuming a package is lost. After 14 days, please call the customer service team of the courier.

– USPS customer service: 1-800-275-8777
– Fedex customer service: 1-800-463-3339
– UPS customer service: 1-800-742-5877

Sadly, if you provided an incorrect or incomplete address at checkout, we won’t take responsibility for shipping costs. A new product can be shipped after reshipping costs have been paid for.

False claims of missing package WOULD NOT be honored. Meaning if USPS or FEDEX confirms delivery of your package but claims of not receiving package is received , Sadly, we won’t give a refund.

– USPS customer service: 1-800-275-8777
– Fedex customer service: 1-800-463-3339

Sometimes, USPS marks a package as delivered even though its still in transit. Please give them some time, it’s most likely on its way to you. If goods was stolen, a claimed can be filed with the carrier. We advice to pick Fedex Ground at checkout ONLY , just so your goods are insured. 

Once orders have left T-glow Cosmetics warehouse the package is in the care of the postal handler. Customer is required to submit a claim directly with courier and follow their guidelines. USPS and  Fedex recommend waiting 14 days before assuming a package is lost. After 14 days, please call the customer service team of the courier.

– USPS customer service: 1-800-275-8777
– Fedex customer service: 1-800-463-3339
– UPS customer service: 1-800-742-5877

Sadly, these unforeseen events happen during transit. It’s out of our control how carriers handle Fragile Items in our absence, but we assure you all packages are packed and equipped for rough handling during transit. Please inspect your order immediately upon receipt and contact us within 48 hours to report any damage. After 48 hours we reserve the right to reject any claims of damages. All original packing materials and boxes must be retained for inspection purposes.

What to do if you receive a damaged product

1. Send a very Clear Picture of the Damages

2. Send your order number at time of initial contact to expedite the replacement process. 

3. Give 48 hours for us to file a claim with the carrier, once its approved we would send you a brand new product.

Please note USPS claims are a little more complicated and takes longer to process . We assure you we would take good care of your damaged product swiftly. 

Please note we are not responsible for damages that occur in transit between third party shippers to your foreign location. This applies to international customers shipping through services like Aramex and virtual address, this is because we have no control how products are repackaged to your destination. 

(International Customers)

Please follow the steps above and a refund will be given immediately. Sadly we do not reship damaged products. 

Sadly we do not accept returns.

Most times when an order is placed, the payment is placed and hold and later released by your bank. When this occurs the transaction may reappear in your statement. Please be rest assured you were billed one time only and not twice. To verify this, please look through your 30 day statement and you will confirm just one transaction.

Our website is currently the main place for your purchase.

Has my order shipped?

Click the “My Account / Order Status” link at the top right hand side of our site to check your orders status.

How do I change quantities or cancel an item in my order?

All sales are final. Once an order has been placed there is no way to change or cancel your order.

How do I track my order?

Click the “My Account / Order Status” link at the top right hand side of our site to track your order.

My order never arrived.

Click the “My Account / Order Status” link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

An item is missing from my shipment.

Click the “My Account / Order Status” link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

My product is missing parts.

Click the “My Account / Order Status” link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

Low Price Guarantee

It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse.

I have a question on my charges.

Click the “My Account / Order Status” link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the “My Account / Order Status” link at the top right hand side of our site to print invoices.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

How do I find my product?

To find the product(s) you’re looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You’ll notice that anytime you scroll over something that is a link, your mouse cursor will become a “hand”. Whereas scrolling over anything that is NOT a link will leave your cursor as an “arrow”. You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I use a coupon? After adding items to your cart, click the “View Cart” link at the top of this site to view your cart. At the bottom of the shopping cart you’ll see a box where you may enter your coupon code.

For any inquiries please send us an email at support@tglowcosmetic.com.