As much as we want to provide an exceptional service, some things like shipping and handling are already outside of our control, which most of the time is 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
- Photo/s of the specific items that were broken/damaged/spilled/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/spilled items
5. Method of Reimbursement: gift card, direct refund, or reshipment.
This will help us improve our quality assurance procedures and address any issues with the courier to prevent this from happening again. All order issues must be reported to iGel Beauty within 7 days after the package is marked as delivered.