What is Route?
Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route Protect and looking to file a shipping issue online? File here
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
When Should I File a Claim?
Marked As Delivered (Stolen)
• Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
• Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur. This is a Route requirement not a Sinful Lashes requirement.
Stuck In Transit (Lost)
• For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
Damaged
• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at info@sinfullashes.com and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
SINFUL LASHES SHIPPING AND RETURNS POLICIES
Shipping Policy (UPDATED 2.1.2022)
NOTICE:
Sinful Lashes has partnered with Route during the checkout process – Now Every order placed through our online store can be covered for loss, damage or theft automatically. Route is selected by default and for as little as $0.98 (orders under $100) the entire package is covered. In the unfortunate case that your order never arrives or arrives damaged upon arrival, you can easily file a shipping issue claim with Route and receive a replacement or be refunded. We are excited to offer this service to you and we highly recommend that you use Route Protect at checkout. For more information on how Route works, please check out our ROUTE FAQ PAGE. Also Make sure to download the app:
Apple
Android
Please note: If you do not choose Route at checkout, and your order is lost, stolen or damaged, Sinful Lashes is not responsible to replace the item(s).
ORDER PROCESSING:
Sinful Lashes processes orders Monday through Friday, excluding major holidays. Orders will be processed within 1-2 business days.
Orders placed on Saturday or Sunday will begin processing the following business day.
Back Ordered Products – If you purchase a product that is marked as “back ordered” your order will be shipped as soon as it becomes available. We provide the ability to back-order products so that you are able to take advantage of sales that we may have while an item is out of current stock. We do not back-order items if they have not already been ordered.
U.S. SHIPPING:
FREE SHIPPING FOR ORDERS OVER $150 (after discount and exclusive of taxes)
Flat Rate Shipping: $8 – USPS FIRST CLASS SHIPPING or UPS GROUND within the United States (3-8 delivery time varies based on location)
Priority Mail: $12 – USPS Priority Mail (1-4 Business Days)
Express Shipping (US ONLY): $25 – USPS 1-2 Business Days
(Express orders must be placed before 10:00AM PST Monday through Friday in order to be shipped the next business day. Expedited orders placed on Friday after 10am or Saturday and Sunday will be shipped the following business day. Shipping refunds for expedited shipping for orders time stamped after 10am on Friday will not be refunded).
ADDITIONAL SHIPPING OPTIONS:
Route Protection: $0.98 for orders under $100 and 2% of the order total if over $100.
Signature Required: ADD $3
Fragile Handling: ADD $12
Shipping Options are available at checkout (please note; Route is enabled by Default. Sinful Lashes suggests you leave this option enabled to ensure that your packages are protected. If you disable Route at Checkout your order will not be covered for damage, loss or theft.
INTERNATIONAL SHIPPING:
FREE INTERNATIONAL SHIPPING FOR ORDERS OVER $150 (after discounts)
Flat Rate Canada Shipping: $25 (Ships via UPS and delivers in 2-10 business days)
Expedited Canada Shipping: ADD $45 (will be shipped via UPS and delivers in 1-3 business days)
Flat Rate International Shipping: $35 will be shipped via UPS and delivery times vary depending upon country shipped to.
PLEASE NOTE: Sinful Lashes is working on obtaining a VAT number for shipments to the UK.
International Express Shipping: Sinful Lashes can ship your package express. Please email us at info@sinfullashes.com with your full shipping address so that we may send you a quote for shipping costs.
INTERNATIONAL CUSTOMS & LOST ORDERS:
• Sinful Lashes is not responsible for any additional customs charges or fees once your package has left our facility. Any import duties, taxes or brokerage fees due at the time of delivery are the sole responsibility of the receiving customer. Packing slips for International Shipments cannot be marked as a “gift” or with altered prices.
• If you are unfamiliar with customs fees and/or charges, please speak to your local postal or customs office for more information
• If a customs fee and/or charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.
• Customers have up to a maximum of 30 days from the date the order was made to claim their package as lost in order to receive any sort of compensation regarding their order.
TRACK YOUR ORDER
For Orders where Route is disabled during checkout: Sinful Lashes is not responsible for packages marked “delivered” and are stolen/lost. Please track your package and try to be as available as possible when your order is supposed to arrive. Please also make sure to have your packages shipped to a secure location. If you feel that your location is not secure, please add “signature required” to your order. Once you have received your shipping confirmation, USPS will have the most current information regarding your package. If your package is lost, we encourage you to work with USPS for compensation. If you discover your shipping address is incorrect on your order confirmation, please email us at info@sinfullashes.com immediately to correct the address so we can ensure your package is sent to the correct location. Packages are picked up daily by 11:30 AM (PST). After a package leaves our facility, it is impossible to make changes to the shipping address.
Product Availability:
If a product is ordered and becomes “out of stock” after your order is submitted, we will ship the rest of the items in your order and you will receive an email regarding the refunded item. If an item is marked as “back stock” on your order, that means that the item you ordered is currently out of stock but on order and will ship as soon as it arrives.
RETURN POLICY:
Due to the Covid-19 pandemic we are unable to accept product returns at this time due to health and safety concerns. Please ensure that you received the correct product upon delivery (or pick up). If an incorrect item is shipped to you, it will be replaced at no cost. Please contact us immediately if that happens so that we can make things right. Please note: after 7 days of delivery (or pick up) the item can no longer be replaced.
Your satisfaction is our number one priority. If in the unlikely event there is a defective product or quality concerns beyond your control, please contact us at info@sinfullashes.com for returns within 7 days of delivery to receive a refund or exchange. A return label will be provided. After 7 days, the product is nonrefundable. Defective products or products which you have concerns on quality must be returned unopened and unused in order to receive a refund or exchange of product. Due to our inability to gauge how adhesives are stored once they leave our possession, adhesives cannot be returned or exchanged after 7 days. Sinful Lashes is not responsible for damage which occurs during transit.
If you are unhappy with your unopened and unused products and wish to return or exchange them, you can do so for up to 7 days from delivery for a full refund or exchange. All refunds will be credited back to the original payment method. You will be credited for the cost of the items. Shipping costs and Taxes Paid are non-refundable.
Clearance items are available in limited quantities. If a clearance item is unavailable after order, we will refund the cost of that item to the original payment method.
All sales on Clearance Items are FINAL. There are no returns or exchanges.
Private Label Products: Private Label products are final sale items and cannot be returned due to the custom nature of the product. Adhesives must be stored in a cool dry place for long term storage. Please do not order more than you think you will be able to sell within 2 months.
RETURN ADDRESS
Client Services
Sinful Lashes
11846 Ventura Blvd., Ste. 101
Studio City, Ca. 91604
Training courses are non-refundable but can be transferred once to another course on a later date
Please contact us at info@sinfullashes.com or (818) 747-2110 with any questions or to start your return process.
