FAQ’s
Q. What is your refund/exchange policy?
A. Due to sanitary reasons, all our products are final sale. All customized products are also final sale and not able to be refunded. We do not accept exchanges. We will ONLY ship replacements if you received the incorrect item or damaged items (for damaged items you must have purchased shipping insurance) and you would prefer a replacement instead of a refund.
Q. My order says it is in transit. Where is it?
A. Once your packaged has been shipped out, it is in possession of the shipping carrier and we see the same information you see. Sometimes shipping carriers are busy during peak season and can take a few days to scan in packages. If your order hasn't moved in 5 business days AFTER RECIEVING A “YOUR ORDER HAS SHIPPED” EMAIL, please contact us and we will do our best to reach out to the shipping carrier on your behalf.
Q. What is your MOQ for private label?
A. The MOQ for private label varies depending on the product and will be listed on the product page. If you want a quantity higher than shown on a page, please email us at: support@shopherboss.com for a customized quote.
Q. I received my order and my items are damaged what do I do?
A. Please contact us and we will do our best to try to rectify the issue. If it is determined the issue was caused after the item was given to the postal service and you did not purchase shipping insurance, there is unfortunately nothing we can do. Please ensure you are purchasing shipping insurance prior to checkout to insure your items from damage in transit and/or theft.
Q. My order says it’s being returned back to you..what does that mean/what do I do?
A. In the event that your package is returned to us or otherwise not received as the result of an incorrect address, missing unit/apartment number, failure to reschedule a delivery, unclaimed package, or unregistered tenant, please send us an email with your order number as soon as possible. If a reshipment is requested, you will be provided with an invoice via email to cover the cost of the new shipping label.
Q. My tracking says that my order was delivered, but I did not receive it. What should I do?
A. Please check with your leasing office or neighbors to see if they have your items. If you believe your order was stolen and you purchased shipping insurance, please file a police report and submit it along with any evidence to Support@shopherboss.com with your order number in the subject line. Once received, we will begin processing a claim through the third party insurance carrier and will send you a replacement order.
Q. Do you offer samples?
A. YES! If you would like to test a product before committing to a larger size, all samples are now available for purchase directly on the samples page.
Q. What is your order processing times?
A. Our current processing time is 1-2 weeks. Once your order ships, you will receive an email. Please be patient on receiving your order as we receive many orders daily and are working through them all as quickly as possible.
Q. Why is my product slightly different than a product I ordered months or years ago?
A. We occasionally revise our formulas, change our printing guidelines and update our product catalog with manufacturers that are more reliable as warehouses close. Lip liners or tubes ordered 6+ months ago may have a slightly different size or shade variation than the one on the website today due to a switch in manufactures. Please try sample printed items or sample formulas before ordering in bulk to test the current listed product quality first.
Q. Why is the color/size of my logo slightly different/smaller from the one I submitted?
A. Due to difference in display settings, a minor color difference can occur. If you do not provide the exact color value in your logo, we will try our best to match your logo we see on our monitors to the color the machine prints but there may be a slight difference due to color variations. Regarding size, we have print safe guidelines that we print within to ensure none of your logo is cut off during production. Thus, the mockup design may be slightly bigger than what you receive in person. Please order a sample print first to see how your logo will appear on the product before purchasing in bulk!
Q. What if I had an allergic reaction to your product?
A. We advise you read the ingredients carefully. Some people can have coconut, avocado, etc allergies. We recommend discontinue use immediately in the event that you do have an allergic reaction.
Q. How can I contact you?
A. Email us at support@shopherboss.com or send us a DM on instagram @Herbosscosmetics
*Please allow up to 72 hours for an email response!*
Q. Who do you ship with?
A. UPS/USPS/FEDEX/DHL/1POSTAL/Royalmail and more. We ship all over the world.
Q. Do you ship outside of the US?
A. Yes we ship everywhere and have successfully shipped to over 30 countries!