FAQ

Frequently Asked Questions

How much is shipping fee?

The shipping fee to USA-35$
The shipping fee to Brazil, UAE-50$ 
The shipping fee to other countries-40$

Why should I pay tax?

A customer’s import tax fee is determined by the laws applicable to importing in their country. The customs office can determine the potential fee that is applicable to your order.

These import tax fees should be taken care of by the customers themselves. We and our logistics provider take no responsibility for import tax fees or seized goods.

How long will my package take to arrive?

Once shipped, packages are delivered to customers worldwide within 2 to 10 business days. However, due to flight schedules or customs issues, it may sometimes be delayed.

GlowFace is not responsible for the shipping delays.

What if the ice pack gets warm and melted when I receive my parcel?

The toxins are packed in a thermal bag with ice packs. In case if the ice packs are melted during the shipment, the temperature remains below 8°C, as the package is well insulated and no air can get inside it. This temperature is acceptable for up to 7-8 days.
For products like Innotox, manufacturers have informed that it is already diluted, has heat resistance and can be stored up to 40°C. Manufacture is highly recommended that the products to be stored in the fridge upon receiving them.

What are business days?

business day means any day except any Saturday, any Sunday

How do I know my package has shipped?

A confirmation email with the tracking number will be sent after the order is processed and shipped out.

What if the package gets stuck or seized at customs?
 

If the product is stopped or seized in customs, you can contact the local customs office and request them to release the package, by paying the import fee or you can reject it so that it can be returned to the sender.

After receiving the returned package, we will ship the package again for free or we will refund the product amount, as per the customers preference. The customer will be charged for shipping cost only.
For refund, original delivery fee will be deducted from the total amount.
Note : Refund will only be initiated if the returned package is received.

Why is my tracking number not updating?

Please check both inbox and spam folders for an email with tracking information or send us a message at [email protected]

Parcel status "delivered" but I didn't receive my parcel

In case if the status of the package is “delivered” but you have not received it and fail to find any update for 2 days from the shipping date, we recommend you contact your local logistics carrier.
If you don’t have a response, contact us at [email protected].
We will request an investigation with the logistics side. It can take up to 7 days from the claim date. Unfortunately, we can take no action for 7 days if there is no update from logistics. If we receive an update before the time frame, we will do our best to reply to you as soon as possible.

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