Frequently Asked Questions
About Ordering
Q:Which credit cards can I use?
A:COSMELANDUSA.COM accept any major credit cards such as Visa, Master, Discover and American Express.
Q:Is COSMELANDUSA.COM a secure website? Will my personal information will be protected?
A:Security is a top priority at COSMELANDUSA.COM. When you submit sensitive information via the website, your information is securely encryped and protected both online and offline.
When our registration/order form asks you to enter sensitive information (such as your credit card number), that information is encrypted and is protected with the best encryption software currently available in the industry - SSL to insure your safe and reliable online shopping. If you have any questions regarding our online security issues, please feel free to contact our Customer Service Department..
Q:I didn't see an order confirmation page. Was my order submitted successfully?
A:If you didn't see an order confirmation page even though you clicked the last submit button, our server probably still received your order. This happens when communication back to your PC is interrupted following your order submission. Contact our Customer Service Department or call (626)964-5470 to make sure your order was received.
Q:Do you accept international orders?
A:Yes we do accept international orders only if payment is made by paypal with confirmed paypal address except Canadian customers can order normally with their credit cards. All the international orders (except Canada) will be shipped by US postal service and special flat rate will be charged for most of countries.
Q:Do I have to pay sales tax for my order?
A:Only orders shipped to California addresses are subject to state sales tax. Sales tax is automatically computed on both product(s) and shipping costs.
Q:When will my credit card be charged?
A:Your credit card will be charged at the very end of checkout when you see the confirmation page with successfully completed order message. If you don't see the confirmation page at the very end, your credit card is not charged. Please contact us, if you have any trouble with ordering/checkout.
Q:Can I pickup my order from your store?
A:Yes, you can choose "Walk in" option for the shipping method at the checkout or you can just simply walk in to our store and pick up any products you want. To pick up online orders, please bring a valid ID and print out of your order confirmation page. We are conveniently located at Puente Hills Shopping Mall in City of Industry, California.
About Shipping
Q:Which shipping carrier do you use?
A:UPS is COSMELANDUSA.COM’s carrier of choice. All orders will be shipped via UPS unless otherwise noted. Packages that are shipped standard should arrive at your door within 3 to 6 business days. COSMELANDUSA.COM only ship and deliver on weekdays.
Q:Where does the merchandise ship from?
A:All of our merchandises are shipped from our store/warehouse located in sourthern california.
Q:After I place my order how soon will I get it?
A:All orders are shipped out as soon as payment clears, usually within 3 days of ordering. We will contact you if there is any problem with your order. We ship via UPS ground from Southern California. Depending where you live it should take an additional 2-5 days to reach you. Your tracking number will be emailed to you once the item is shipped. If you need your items faster, please pick faster deliever method and email us and we will try our best ship your order as soon as possible.
Q:How do I track the shipment?
A:Find your UPS tracking number in your shipping confirmation page and simply visit the following website and type your tracking number in the box.
http://wwwapps.ups.com/etracking/tracking.cgi
Phone: 1-800-742-5877
About Returns
Q:What is your return policy?
A:Product(s) in original/unopened condition may be returned or exchanged within 5 days of receiving product(s), accompanied by our original packing slip. All returns/exchanges are subject to a 20% restocking fee. Any opened or used item(s) cannot be refunded or exchanged. Shipping and handling fees will not be refunded. Please check our Return Policy Page for more infomations.
Q:What happens if item(s) I received were defective or damaged?
A:Call us at (626) 964-5470 or email us and briefly describe about the damage of product(s). Any defective merchandise, purchased from COSMELANDUSA.COM, will be replaced at no charge. Any "shipping damage" occurs during the shipping must be notified to COSMELANDUSA.COM immediately. COSMELANDUSA.COM will do the damage claim through UPS and replacement item(s) will be shipped within 5-10days. Customers required to keep the damaged merchandise for up to 20 days in case of damage inspection.
If the package came in severly damaged unpon delivery, please either refuse or notify the UPS driver about the damage.
