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FAQs

GENERAL

Are your products cruelty-free?
Yes, our entire line is cruelty-free. We employ best in manufacturing practices globally and require all MoBeauty affiliates to follow the same practices.

Are the masks environmentally friendly?
Yes! All of our Skincare Masks are made with Tencel fabric, a 100% biodegradable material made from Eucalyptus.

When will my favorite product be back in stock?
When a product is out of stock, you will see a “Notify Me” button. Sign up for this notification, and you’ll be the first to know when it is back in stock. Additionally, Monique Heart and MoBeauty always announce re-stocks on Instagram. Please follow @iammoniqueheart and @1800mobeautyshop for all updates.

Do you offer discounts and/or promotions?
Yes, from time to time we offer discounts and promotions. Sign up for our email list to receive updates on special offers.


ORDERS

Can I combine my pending orders to qualify for free shipping?
Orders begin fulfillment processing immediately after checkout, we cannot combine separate orders to ship together.

Do you offer price adjustments on sale items?
We offer a price adjustment on items purchased up to seven days prior to the start of a sale. Please contact our Customer Service team to see if you are approved for a price adjustment. All approved price changes will be credited to your MoBeauty Shop account as store credit.

Can I amend or cancel an item from my order?
Unfortunately, no. Once an order has been placed, it immediately is sent to fulfillment. 

Do I need to set up an account to place an order?
No, but by setting up an account, you have access to your order and shipping information. You will also be added to our email list for exclusive updates in the future.

I forgot my password. What should I do?
To reset your password,  go to https://mobeautyshop.com/account/login and click on “Sign in” and “Forgot your password.” 


ROUTE PACKAGE PROTECTION & ORDER TRACKING

What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.

Route Protect
Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.

I purchased Route Protect and need to file a shipping issue. How do I do that?
File a claim here.

The Route App (Free!)
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

How do I download and use Route to track my order?
Download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

I'm filing a claim through Route, what's the difference between Route Refunds vs 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, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free! 

What are Route’s Policies?
All policies are listed here and general policy information is listed below:

My order was Marked As Delivered (Stolen):

  • Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered.
  • Orders over $100 USD require a police report.

My order is Stuck In Transit (Lost):

  • Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date.
  • Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date.

My order arrived Damaged:

  • File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered. 

What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout. When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout. When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at support@mobeautyshop.com and we will be happy to work with you to remedy the situation.

How do I file a shipping issue for my lost, stolen or damaged 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

Does Route Protect cover stolen items?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.

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.


ORDER ISSUES

How can I get in touch with your Customer Service team?
For customer service inquiries only, please email support@mobeautyshop.com or use the Contact Us form. Please do not send multiple emails as this will place you at the end of the queue.

I emailed your Customer Service team. When should I expect a response?
We aim to respond to all emails within 48 hours. *Please note that this timeframe may be extended during and immediately after launches.

I have not received my order confirmation, did my order go through?
Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team if you have not received your confirmation email 24 hours after your purchase.

Can I make changes to my order once it’s been placed?
Orders can not be canceled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.

I have received my order and need some additional assistance.
Please contact our Customer Service Team (support@mobeautyshop.com) to request a replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 14 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues. *Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.


TRACKING YOUR ORDER

When will my package be delivered?
Processing time for orders is 3-5 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Once shipped, delivery time within the United States is 3-6 days and 10-21 business days internationally. We do not offer expedited shipping at this time. All orders are shipped via USPS. *Please note, we are not responsible for any shipping issues that may be affected by, but not limited to, the following: problem with address, return to sender, incorrect shipping address input by customer, customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS to international mail carriers.

I am an international customer; do I have to pay customs and taxes?
All packages are shipped via USPS. Items shipped outside of the United States may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by MoBeauty. *Please note, we are not responsible and will not replace any items for any shipping deliveries that may be affected by, but not limited to, the following: problem with address, return to sender, incorrect shipping address input by customer, customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the United States. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

Do you ship to PO Boxes or APO/FPO addresses?
Yes, we ship to PO Boxes and APO/FPO addresses globally. *Please note that international APO/FPO addresses may require additional delivery time.

How To Track Your Order
Our delivery times start from the moment an order is accepted and includes a 24-48-hour period where your items will be processed and dispatched. Once your order has shipped, you’ll receive an email with your tracking information so you can follow its progress. You can also check the status of your delivery by viewing My Orders in your account. *Please note, processing times can take longer during a sale.


RETURNS

Do you offer returns or refunds?
All sales are Final. Please review our Refund Policy for additional details.


PRODUCT & STOCK

How do I find out about upcoming launches and restocks?
New product and restock information will always be posted on our official Instagram account @1800mobeautyshop or via the mailing list.

Are your products available for wholesale?
Yes, we have a catalogue of products available for wholesale purchase through Handshake. You can find out more by clicking on the link below:

 

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