iGel Beauty is proud to partner with a third-party package protection insurance company. Selecting "iGuard Package Protection" will protect your order from damage, loss, or theft. To ensure that iGuard Package Protection is included in your order, toggle on/enable this option during the checkout process. Kindly see the sample screenshot below:
If your order never comes or is broken upon arrival, you can receive reimbursement or reshipment directly through iGel Beauty.
Yes, this means you will no longer have to deal with the tedious process of filing a claim with the shipping insurance company—we'll handle the logistics. You will receive a resolution directly from iGel Beauty—hassle-free! You can insure your entire order for the low cost of 3% of your order subtotal! With that being said, please note that any services that were used are not included in the reimbursement, such as shipping, iGuard, and VIP Skip the Line.
Please note that these costs must be paid in full for package protection to be authorized. If you have any questions or concerns about the cost of your order, please contact us at cs@igelbeauty.com.
All order issues must be initialized with iGel Beauty within the time requirements below. iGel Beauty and iGuard are not responsible for orders that fall outside the below terms and conditions.
How do I file a claim?
To file a claim, please leave us a message via live chat or email us at cs@igelbeauty.com to expedite your concern.
Orders that never arrive or may be stolen
A package is considered lost when your tracking has been stuck in pre-shipment or stuck in transit for 10 business days (domestic) or 20 business days (international). Additional days may be required due to peak times or delays announced by the courier. A reshipment of your order will be placed as the terms permit. If your original order ends up reaching you at a later date, we will send you a return label to send it back to us; otherwise, we will invoice you for the products if you decide to keep them.
A package is considered stolen or delivered but not received if your tracking shows it as delivered but has not been received after 3 business days and is unable to be located after speaking to your neighbors and your local post office. Please contact us immediately so that we can initiate a locate my package claim for you or a TRACE by coordinating with the courier.
Whether your package is lost, stuck, or stolen, rest assured that this will be properly taken care of, and all cases will be filed through the third-party insurance provider. Once the claim has been filed, a direct link will be forwarded to you, and you will be prompted to fill out a waiver or an online affidavit, which could take less than a minute. The online affidavit is an important step for the iGuard claim to be approved. Once the online affidavit has been filled out, please expect a satisfactory resolution from us within 3 to 4 business days, or in some cases, earlier!
Orders that are damaged
We kindly encourage that all order issues be reported to iGel Beauty immediately, but within 30 calendar days after the package is marked as delivered. This gives us enough time to investigate the issue and resolve it to your satisfaction as quickly as possible. If your order is damaged upon arrival, there are three 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. Reimbursement plans will be laid out after the supporting documentation has been submitted.
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 each item that was broken, damaged, spilled/busted
- Photo of the condition of the box when it was received, all sides (possible tampering, re-taping, or repackaging)
- Photo of the packing materials used in the package (safety packets, tapes, etc.)
- At least one photo of the box with the shipping labels 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
This will help us improve our quality assurance procedures and address any issues with the courier to prevent this from happening again.
Orders that are incorrect or missing items
Please leave us a message via live chat or email us at cs@igelbeauty.com with the following information to expedite your concern:
1. Order #
2. Name of the product(s) you ordered but did not receive
3. Did you receive anything that you did not order? If so, kindly provide a photo of the item(s) you have received
4. Did you notice any tampering with your package (rips, holes, "re-taping")? If so, please provide supporting documents for the report:
- Photos of the box showing how it is tampered with, damaged or if it has any holes in it
- A photo of the products inside the box displayed as they arrived to you
- At least one photo of the box with the shipping labels visible and attached to it
5. Method of reimbursement: gift card, direct refund, or reshipment
Is there a time limit to file a claim? What are the terms?
Lost: For orders whose tracking has never been updated to "delivered" and are "stuck," we ask for 10 business days for domestic orders and 20 business days for international orders. During holidays or peak times when our courier is experiencing delays, we may ask for up to 10 more business days before filing a claim.
Stolen: If your order has not been received after 3 business days and you have checked in with your neighbors and local post office with no luck.
Damaged: iGel Beauty must be notified immediately but within 30 calendar days of the package being marked as delivered.
Missing or incorrect items: must be reported to iGel Beauty immediately, but within 30 calendar days after the package is marked as delivered.
Depending on the circumstances, a police report might be required by iGuard when we submit the claim. In most countries, this is easily done online. A police report is an additional supporting document for the claim that is oftentimes needed, especially for two or more bulk shipments. Once you submit a screenshot of the police report with the police report number to us, we will immediately attach this to the claim and do our best to coordinate with the third-party insurance provider and win the claim for you.