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FAQ

Hours of Operation:


Office - Hours of Operation:

Customer service is available by phone Monday through Friday from 9:30 a.m. to 4:00 p.m., eastern time. Our customer service number is 1-800-


Warehouse – Hours of Operation:

The distribution warehouse picks and prepare shipment of orders from 5:30 a.m. to 4:00 p.m.

 

UPS typically picks up boxes packed throughout the day with their last pick-up time at 5:00 p.m. While customers may receive an email that their order has shipped, the freight trucks carrying your box may not arrive to the UPS terminal until after 8:00 p.m. We suggest accessing UPS tracking the following morning for an updated tracking.
 

Payment & Tax Regulations:


Placing orders: Our website is open 24 hours a day, 7 days a week and 365 days a year at www.fbicosmetics.com.

 

Payment Methods:

Online we accept Visa, MasterCard, Discover, American Express and Sezzle.

Taxes for Online Purchases:

Effective January 1, 2022 FBI Cosmetics Inc. will begin collecting sales tax in every state based on The US Supreme Court ruling that companies are responsible for collecting sales tax. To avoid paying sales tax on materials you buy from us and resell, you must have a tax certificate on file. To update your certificate information, please email us at help@fbicosmetics.com  SUBJECT LINE: Resellers Certificate and attach proof - without a tax certificate on file your order will be charged sales tax based on the ship to address of the order.

 

Handling Fee:

All orders have a small handling fee of $4.95. This fee covers the cost of packing boxes, packing material, shipping labels and labor to prepare your shipment.
 

Processing Times:

FBI Cosmetics strive to process all orders as quickly as possible. Business Day 1 is the business day after your order is placed. Processing times will vary depending on current order volume. If you are in need of faster processing, consider selecting the “FAST LANE” at checkout. A “FAST LANE” will allow your order to skip ahead of others and process a day or two fasters than our advertised standard processing times.

 

To help determine when your “FAST LANE” order will ship, the estimated ship date will display on your screen at checkout. Bulk items may take longer to process depending on distribution warehouse availability and manufacturing production times.

Backorders:

While we try to avoid backorders, they do happen from time to time. We will ship all backorders as products become available and send out a second shipment confirmation. Items that run out of stock during a special promotion where sale prices are only valid on in stock items will be cancelled rather than backordered. Orders with free shipping will have free shipping on backorders, all other orders will incur a shipping charge for each backorder box that ships.

Shipping Transit Times:

Once your package leaves our facility the shipping carrier determines the transit times. UPS transit times vary, depending on your location, time of year and extreme weather and are based on business days. They typically take longer to ship during the fall holiday season and nationwide online Black Friday sale days. Transit Times for US Postal Priority Mail can vary and may take longer than expected to deliver and we barely use USPS.
 

Damage Orders:
Damaged or Missing Items: We are highly committed to making sure you receive outstanding products in perfect condition. If your order is damaged, we ask that you immediately contact us help@fbicosmetics.com so that we can initiate an investigation and claim with UPS.

 

Subject Line: Order # & Damaged or Missing Items.

 

We will need photos of items, the shipping box and labels. We are happy to help replace or refund your missing or damaged items within 3 days of purchase being received. If you are missing any item ordered, we deeply apologize. We would like to get you these products as soon as possible therefore we ask that you notify us within 3 days of purchase being received.

 

Refunds:

FBI Cosmetics take pride in offering in our products. Since our products are used to produce cosmetics and ingredients must be verified unsullied, we are unable to accept returns.