As much as we want to provide exceptional service, some things like shipping and handling are already outside of our control, which is most of the time the cause of damaged items or packages. Don't worry, though! We will be here to support you.
To start, we highly recommend that you purchase package protection along with your order. By selecting "iGuard Package Protection" at checkout, your order will be protected from damage, loss, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can receive a reimbursement or reshipment directly through iGel Beauty. To learn more about iGuard and its full terms, we have attached our iGuard article below for reference.
What is iGuard Package Protection?
If your order is damaged upon arrival, there are three (3) options for reimbursement: a reshipment, a gift card that can be used instantly and never expires, or we may process a refund to the original method of payment, which may take 3-5 business days to reflect back in your account. Please leave us a message via live chat or email us at cs@igelbeauty.com with the following information to expedite your concern:
1. Your Order #
2. Supporting documentation for the report:
- Damaged merchandise inside the box displayed as it arrived to you
- Photos of the specific items that were broken, damaged, spilled, or busted
- Photo of the condition of the box when it was received, all sides (possible tampering, re-taping, or repackaging)
- At least one photo of the box with the shipping label visible and attached to it
3. Was your order packaged adequately?
4. List of the broken, damaged, or spilled items
5. Method of Reimbursement: gift card, direct refund, or reshipment
If a claim has been filed for your damaged package or items, we also highly recommend not throwing them out immediately. There are times when our third-party insurance provider or the courier will ask for further documentation or photos from you, and it's best if we have them ready just in case.
The supporting documents will help us improve our quality assurance procedures and address any issues with the courier to prevent this from happening again.
We kindly encourage that any order issues be notified to iGel Beauty as soon as possible. This gives us enough time to investigate the issue and resolve it to your satisfaction as quickly as possible. We want to make sure that you are completely satisfied with your order. That's why we encourage you to report any order issues immediately, but within 30 calendar days upon receipt.