Our business hours are 9am-9pm Mon-Fri. All emails and inquiries will be responded to within these time frames.
1. Can I cancel my order?
Once an order is placed, we are unable to cancel your order. All sales are FINAL. So sorry for any inconvenience! Refunds are only given to packages that have not been delivered and are lost, damaged, or out of stock.
2.Can I change my order?
If you would like to modify your order please send an email to Info@Officialsby.com within 24 hours of placing your order. Order changes are not guaranteed.
3. Can I change my shipping address or email address?
We will happy to change the shipping address for you order! Please email our support team Info@OfficialSBY.com with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not entered the shipping process yet
- How long will it take for my order to be shipped?
All orders have a 3-6 business day processing time BEFORE shipment. Processing times may be delayed up to 10 business days during high volume order times such as sale events.
Transit time for U.S orders shipped with standard shipping is typically 3-5 business days. International orders are shipped USPS and can take between 9-21 days to arrive. Travel time is based on the shipment option chosen at checkout. Priority shipped orders take 2-3 business days to arrive.
NOTE: Travel/Transit time does NOT include processing times. We are NOT responsible for delayed shipments due to USPS delays.
ALL INTERNATIONAL ORDERS: Your order may be subject to custom fees that you will be responsible for paying. If you reject custom fees and your package is returned you will be responsible for paying shipping fees to resend. We will not allow refunds on returns due to refusal to pay custom fees.
1. Can I return my order?
Due to sanitary concerns, there is a no refund/exchange policy on all eyelashes. Please check the name and style lash you choose at checkout to make sure it is the correct one. If you are unsure about how a lash will look on you, check out our instagram for visuals!
3. How can I track my order?
Tracking information is sent via e-mail as soon as an order is shipped out. To track your order refer to the e-mail with the tracking link. If for some reason you do not receive an e-mail or you believe your tracking number does not work, contact us using the contact form or by sending an email to Info@OfficialSBY.com.
4. I didn’t receive my order?
Once your order is shipped it is your responsibility to track your order while in transit. If their are any problems with your order while in transit we are happy to help in any way possible. If an order is returned to us due to incorrect address you will be notified via email and it will be re sent once we have the correct address.
If your package fails to update or states it has been delivered and it wasn’t, contact USPS immediately many times the package is still in their possession.
If your package is LOST/STOLEN: USPS policy states a package is considered lost after no delivery attempts have been made and 15 business days have elapsed since the mailing date. A package is considered stolen if a package has been updated to delivered status yet the customer never received package. Whether your package has been lost or stolen, USPS policy states that we cannot file a claim until 15 days have elapsed since the mailing date. If you believe your package has been lost/stolen, contact us immediately. After 15 business days have passed, contact us again, if your package has yet to arrive we will file a claim.
Yes! We offer all are lashes for wholesale! Please e-mail Info@OfficialSBY.com for all wholesale inquiries.
- The item I like is out of stock, what should I do?
We restock most items weekly, to keep up on restocks follow us on Instagram @OfficialSBY, If you have an urgent question about a product feel free to send an E-mail to us at Info@OfficialSBY.com and you will receive a response within 24hours.
1. We are always open to collaborations! If you are an MUA, stylist, blogger, or influencer and would like to become an SBYBeauty, visit the contact page, and include your social media platforms in the message description and someone will contact you shortly. You can also send an e-mail to TheofficialSBY@gmail.com containing your full name, and social media platforms.