Due to COVID-19 we are currently not accepting any returns or exchange to ensure safety of our customers and staff. Please contact info@livbaycanada.com regarding any product/order issues.
While we strive to ship same day on all orders placed before 12PM MST, circumstances and situations out of our control can occur at the hand of our carriers during drop off and pick ups.
NEXT DAY SHIPPING *If you select overnight shipping please keep in mind all orders after 2pm PST are subject to carrier cut off and pick up times. Assume if your order is placed after 2pm PST that it'll be shipped out the next business day for overnight. Overnight only available Monday-Friday.
We have a limited return policy as we are unable restock returned used goods and have to absorb the cost. If you would like to return a product, please review our policy in full and then reach out to us by phone to discuss the reason you wish to return your product.
Our phone number is (702) 779-3870.
*We're unable to do a full refund on any used product(s).
*Restocking fees are applied to all orders over $200
*If return is not approved the customer will have to pay for product to be shipped back to them if they do not wish to exchange the product(s).
*We will ship your order and products to the address provided. LivBay Lash is not responsible for any fees to send the package to a new address or back to existing.
*All Kits are non refundable.
Return Procedure:
To start a return, contact us at info@livbaycanada.com to obtain a return authorization number within 30 days of shipment (You must contact within 24 hours for shipment damage or defects see more below under section "Product Damage in Shipment or Defective").
It is mandatory that the return authorization number must be clearly marked on the outside of the packaging. Any returns sent without the return authorization clearly marked will not be accepted or opened. No return will be considered more than 30 days after shipment was delivered.
GIFT CARDS ARE NON-REFUNDABLE AND NON-RETURNABLE ITEMS
Mail all items to 22220 twp 514A Sherwood Park, AB T8C 1H4
If you are shipping an item over $75.00, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Shipping and handling costs are your responsibility and will not be reimbursed – only the product cost of authorized returns is refunded. Allow 2 weeks for us to process your return once we receive your returned items.
Read Our Product Instructions:
Prior to using our products, please ensure that you have read and understand all the directions on the product label and on our website, so that you will be able to apply the product correctly.
Product Damage in Shipment or Defective:
If the item you receive is damaged in shipment or defective, you MUST contact us within 24 hours of receipt to initiate a return.
Refunds (if applicable):
All refund requests have to be processed and approved by the owners. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
No refunds for damaged or defective products. See "Exchanges" section below.
Late or missing refunds (if applicable):
If you haven’t received a refund yet:
- Please check your bank account again
- Please contact your credit card company; it may take some time before your refund is officially posted.
- Finally, please contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at info@livbaycanada.com
Sale items (if applicable):
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@livbaycanada.com and send your item to 22220 twp 514A Sherwood Park, AB T8C 1H4
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
ORDER POLICY:
All LivBay Lash Canada orders and products are shipped from Edmonton, Alberta.
Any damaged goods, shortages, and discrepancies must be reported within 3 days of receipt of your order.
LIVBAY LASH CANADA IS NOT RESPONSIBLE FOR ANY LOST OR STOLEN ORDERS.
Any charges for returned orders due to customer error (incorrect address, refused/undeliverable orders, etc...) will be the responsibility of the customer.
Orders are shipped 1-2 days after placing order, please add processing time to choose shipping time.
Cancelling an Order:
If you would like to cancel or change an order that you've just placed, please email us at info@livbaycanada.com as soon as possible. We will try to accommodate your request; however, orders for items that have already been shipped cannot be cancelled.