Customer Service – Lotus Moon Skin Care
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Customer Service

BUSINESS HOURS::

Our office hours are Monday - Thursday 9am-5pm; Friday 9am-1pm. You can reach us toll-free during normal business hours at 888.762.2667. To reach us via email please use our contact form, Click Here.

SHIPPING::

Due to rising shipping costs we are no longer able to offer free shipping on orders below $75. In addition, orders will no longer be shipped First Class mail but rather Priority Mail on all orders unless UPS Ground is selected.

If your order has been shipped and has not been delivered after several days and the tracking information does not show it's status, you must contact the post office directly. Here is the link to do so:

ORDER PROCESSING::

All online orders are packed and shipped as quickly as possible, usually with 48 hours (business days) but can take longer during sales or other online promotions.

If you are in a hurry for your order, please select Expedited Shipping for $9.95, so that it will get processed quicker. It will still be shipped via US Priority Mail, however, it will get pushed to the "front of the line". Otherwise it will be processed in the order that it was received.

Orders placed during weekends and holidays are received on the next business day. Once your order is packed and ready to ship you will receive an email from UPS or USPS with a tracking number.

SHIPPING TRANSIT TIME::

US Priority (3-5 days), UPS Ground (3-7 days)

We ship from Georgia.

Shipments To APO/FPO and P.O. Box Addresses

* Most orders may be shipped to a P.O. Box or Military APO / FPO addresses, but some restrictions may apply.
* Orders being sent to P.O. Boxes or Military APO / FPO addresses must be shipped via the United States Postal Service and cannot be shipped via 2nd Day or Overnight Priority service.

Once your order is processed and shipped is when the days in transit begins.

International Customers:

You will be contacted directly with shipping estimates for your purchase order. We use DHL Global Express (approximately $32 per order, 7-10 days to arrival) to ship international orders where available.

Customers are responsible for all brokerage fees, customs duties, and GST (general sales tax), that may be imposed on them upon delivery.

By submitting your order with an international destination, you agree to pay all applicable duties and fees upon arrival. Please contact your local customs office US Postal Service or UPS with any questions regarding the importing of our products.

If your package is returned to us due to non-payment of custom/duties fees, we do not refund shipping cost. However we will refund the cost of the product that was purchased.

Returns and Exchanges:

Our guarantee to you...If for ANY reason you are unhappy with the products you received, please send them back to us within 30 days of the invoice date for a full product refund, with NO questions asked! It is our way of assuring you that we guarantee you'll enjoy our products, and if you do not, then we will do everything to make your business experience with Lotus Moon the most enjoyable.
    •    We do not charge a restocking fee
    •    We do not require you to contact us beforehand, nor do we require you to get a "return authorization" from us
    •    You have up to 30 days of the invoice date to return merchandise

When sending us returns, please include the INVOICE with your CONTACT information. Also, we would appreciate it if you could provide a short explanation (although not necessary) for the reason of return. This helps us to better understand our customers needs and complaints and assists us in developing better products. When returning items you have two available options.
    •    You may ask for a store credit redeemable on your next order
    •    You may ask for a refund to your paypal account

PLEASE NOTE: SAMPLES, SAMPLER PACKS AND TRAVEL KITS ARE NON-RETURNABLE & NON-REFUNDABLE

Refunds and credits for returned merchandise will be issued only for the amount of material returned. We are unable to accept returns for international orders and there are no returns on samples. We do not accept returns for "clearance" items.

All shipping charges become the sole responsibility of the customer, unless it is the error of SMB Essentials. All returns must be postmarked within 30 days of the invoice date to qualify for a return. For questions concerning returns please contact our returns department at (888) 762-2667 or you may e-mail us at hello@lotusmoonskincare.com

We also strongly suggest that you include tracking information in case the package gets lost in transit. Returns may be shipped to us through 3 carriers.

United States Postal Service, UPS or FedEx

SMB Essentials

Attn: Returns
130 Satellite Blvd NE, Suite C
Suwanee, GA 30024