MATTE VELVET- TOP COAT - EXTREME MATTE

PLEASE READ ENTIRE SHIPPING ORDER PICK UP & RETURN POLICY BELOW 

IMPORTANT UPDATE:

Hours of Operation:

Open: "Business Days" Monday - Friday 9am-5pm (PST) 

Closed: Saturday - Sunday & Major Holidays    

Our Support Team is working remotely & will continue to answer texts/emails Monday - Friday during normal business hours. (please allow 24 hr for a response)      

Disclaimer 

PLEASE Double Check Your Order For Accuracy BEFORE You Checkout

• We are NOT responsible for updating incorrect addresses or any products changes and or corrections 
• We can NOT apply any discounts or add-ons after your order has been placed

If you wish to cancel your order please reach out ASAP - Text (424) 226-2101 or email Support@CammyNguyen.com

**We can only cancel orders PRIOR to fulfillment & DO NOT guarantee cancellation unless you receive a confirmation**

ALL SALE/CLEARANCE ITEMS are FINAL SALE 

*FedEx shipping time frames are not guaranteed & maybe subject to delays due to circumstances out of our control

Cammy Nguyen LLC reserves the right to refuse service to anyone at anytime  

Cammy Nguyen LLC is not responsible for any lost or stolen packages     

Processing & Fulfillment

• Orders are processed ASAP - Typically within 1-3 business days**  (**We guarantee orders to be processed within 5 business days)
• Orders placed on weekend/holiday will be processed the next business day
• Example - Order placed on a Friday, Saturday or Sunday will be processed as early as Monday which is considered business day 1
• An order confirmation will be sent via email/text once your order has been processed and is out for delivery. (See Tracking Info below) 
• TIP: If you have not received an email/text - check your spam folder as well as verify your email and cell are correct on your profile

Standard Shipping

• Our Standard Shipping is FedEx Express 2-3 Day 

• FedEx 2-3 Day delivers in 2-3 business days Monday-Friday. Available to and from all 50 states. **Delivery to some rural areas of Alaska and postal codes in Hawaii in 3 business days.
• Shipping time frames are in addition to processing & fulfillment times

• NO Shipping is available to P.O. Boxes at this time, sorry.

• Please Note that shipments may be delayed due to internal server errors, weather, and other unexpected conditions outside of Cammy Nguyen LLC

International Shipping

• We ship internationally – options and rates available at checkout.
• NO Shipping to P.O. Boxes at this time, sorry.
• Shipping may take between 5 to 10 business days. 

International Duties and Fees

• It is the customers sole responsibility for any Import duties, taxes or brokerage fees associated with deliveries outside the US.
• If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information.
• If customs fees/charges are refused at the time of delivery and your unopened package is returned to us, we will refund the cost of your order minus any shipment costs.
• Packing slips for International Shipments cannot be marked as a “gift” or with altered prices.

Tracking Info

• A tracking number will be issued via email/text upon fulfillment of your order, meaning that FedEx is in possession of your package 
• Once your order has left our facility, we are not responsible for any misplaced, lost or stolen packages.
• The customer is responsible for all costs related to incorrectly addressed orders (meaning if a package is returned to us due to incorrect address or multiple delivery attempts) 
• If you need assistance with tracking your package or if it states your package was delivered & you do not have it - Please contact us ASAP Text (424) 226-2101 or email Support@CammyNguyen.com
• If your package states Delivered but you don't have it - Call FedEx Immediately: 1-800-Go-FedEx (Speak to a live representative & open a case. FedEx will open an investigation to locate your package)
• Please note that some orders may be shipped in multiple boxes

Order Pick Up Process

• We will then email you the pick up location and instructions
• Pick up hours are from 8am to 2pm Monday to Friday only
• Pick up orders are processed ASAP - Typically within 1-2 business days**  (**We guarantee orders to be processed within 2 business days)
• Pick up orders placed on weekend/holiday will be processed the next business day 

Product Availability

In the unfortunate event that an item becomes out of stock after your order is placed, we will contact you immediately. If we are not able to reach you within 24 hours, we will fulfill the remainder of your order & issue a refund for the out of stock item.

Received an incomplete order?

We may have "split" your order. We split orders when one or more items is pre-ordered or expected to be back in stock soon. Our team will ship out the in-stock product(s) first & a second shipment will be sent with the remaining item(s). You will receive an email/text notifying you that your order was split.

Return Policy

**UPDATE** Due to COVID-19, NO RETURNS will be accepted and/or processed until further notice.

Route Package Protection

If your order has Route Protection please file the returns claim on their website at Route Claims

Route will take care of your inquiry and communicate with you via email for more information. Route may request additional information to support the claim and will give any deadlines to submit such information to move forward with the claim.

Route Tracking & Insurance Details

Lost - stuck in transit

• Domestic: The reported issue will be approved no earlier than 5 days and no later than 30 days from the last shipping update. 
• International: The reported issue will be approved no earlier than 20 days, and no later than 30 days from the last shipping update. 

*Customers can report an issue early but will be asked to wait.

Stolen - marked as delivered

• The issue will be approved no earlier than 3 days, and no later than 15 days from when the order was marked delivered. 
• Stolen orders over $200 USD require a police report. 

*Customers can report an issue early but will be asked to wait.

Damaged

• Depending on the reported damage, the issue may be approved with photos of the damaged package and item, no later than 15 days from when order was marked delivered. 

When a claim is within the timeframes above, the issue should be solved within 24 hours 

You can review full policies at the link below: Help Center - Route

If you wish to submit a claim, you can easily submit by following this link or on the Route App: Route Claims

Download the Route Protection App

Refunds (if applicable):

All refund requests have to be processed within 30 days of purchase and approved. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 

No refunds for damaged or defective products. See "Product Damage in Shipment or Defective" section below.

If you believe the item you received is unusable due to damage during shipment or is defective, please contact within 5 business days of delivery to initiate a return. 

To initiate a return Email support@cammynguyen.com or  Text (424) 226-2101    

The following information MUST be included:                         

• Your name & best way to contact you (email or text)
• Order number
• Details of what the damage or defect is
• MUST INCLUDE Supporting photos and/or video

Please note that we are not responsible for trays that are cracked during shipment. **Lashes are not typically affected by a cracked tray**

 Please allow up to 5 business days for a response.