What's the status of my order?
Please email us at firstname.lastname@example.org for a pre-tracking status update.
How long are processing times?
All orders placed during business days will process within 12 hours from the time they were placed. There may be times during the holiday season where we experience longer delays which can cause processing times to increase to 3-12 business days. Once your order ships you will see your tracking number update and it will arrive approximately within the selected shipping method you chose during checkout. (Ex: priority mail 1-3 business days)
I need to change my address
Please email us at email@example.com with the words "change address" in the subject line within 12 hours. We will be able to update the address as long as you email within 12 hours, if the order hasn’t shipped yet, or the order was not placed from Friday 1pm est to Sunday 10pm est.
How do I cancel my order?
Please email us at firstname.lastname@example.org with the word "cancel" in the subject line within 12 hours. Unfortunately, we cannot guarantee 100% that we will be able to cancel the order as we ship very quickly but we will do our best. If you receive the package and still wanted to cancel your order, we will provide a return shipping label as long as the package is unopened.
Which shipping couriers do you use?
We currently ship with USPS, UPS and Fedex.
Do you offer free shipping?
Standard shipping is free for all orders $45 USD or above in the United States unless there’s a sale happening. For orders under $45 in the United States, flat fee shipping is $5.
When will I receive my order?
Our processing times are 12 hours. Once shipped, they will be shipped through the selected method. We do not ship on weekends or major holidays. Standard shipping usually takes 3-7 business days and Priority mail usually takes 1-3 business days until delivery. Once the carrier accepts and scans the package, you will receive a confirmation through the phone/email provided and will be updated to receive notifications on arrival time.
Orders marked delivered but not received
We understand that receiving your order in a timely and accurate manner is of utmost importance to you. However, there may be instances where an order is marked as "delivered" but is not received by the customer. We have established the following policy to address such situations and to ensure your satisfaction.
If you receive a notification that your order has been marked as "delivered" but you have not received it, we recommend following these steps:
Wait: Sometimes, carriers mark packages as delivered ahead of time. Give it a few hours or until the end of the day in case the package is delivered later.
Check with Neighbors: Contact your neighbors to inquire if the package was mistakenly delivered to them.
Contact Carrier: Get in touch with the carrier (e.g., USPS, FedEx, UPS) responsible for the delivery. Provide your tracking number and inquire about the delivery status.
What countries do you ship to?
We're currently shipping to the United States, as well as Puerto Rico, Alaska, and Hawaii. We also ship to Canada. Unfortunately, we cannot accept freight forwarding addresses.
What is our return and exchange policy?
We are happy to issue exchanges for products within 30 days of receiving your order. We can only do returns only if the product is unopened and unused. For damaged products we can only do returns or exchanges within the 30 days after receiving your order. If you didn't like your Queen Cosmetics products for any reason, please don't hesitate to send us an email at email@example.com. We unfortunately are unable to refund shipping fees.
How can I do a return?
Please email us at firstname.lastname@example.org and we'll make sure to help you with everything.
How long does it take to process a refund/return?
Returns are processed as fast as 2 days after receiving the product. Once we process the payment back to your original method you should see it reflect within 3-5 business days.