F A Q

Q: WHERE ARE YOU BASED?

A: We are based out of Philadelphia, PA.

 

Q: HOW ARE ORDERS SHIPPED?

A: All orders are shipped either First Class or Priority Mail, USPS.

 

Q: HOW LONG WILL IT TAKE TO RECEIVE MY ITEMS?

A: Once shipped, most domestic orders take anywhere from 5 to 10 business days to arrive depending on product and the efficiency of your local postal service.

 

Q: HOW DO I TRACK MY ORDER? 

A: Your order will process for 24-48 business hours. Once your order has shipped an email will be sent to you containing tracking information.  Additionally please allow 24-48 business hours for your shipment details to update with USPS.

 

Q: HOW DO I KNOW IF MY ORDER HAS BEEN PLACED?

A: Upon completion of your order a confirmation email with the details of your order will be sent to you. Please ensure your checkout process is complete with the correct email address until you reach the page containing your order number. Please note to check your spam folder, as well as your email, may have filtered into that folder. 

 

Q: CAN I CANCEL OR MAKE CHANGES TO AN ORDER?

A: Once an order is placed and paid for, it is immediately entered our processing program, and cannot be canceled or changed.

 

Q: WHAT IF MY ORDER BEEN DELIVERED, BUT I DO NOT HAVE MY ORDER?

A: All packages are insured, The Lab: Beauty Vault is NOT responsible for packages that have been delivered. Please contact USPS to resolve the issue or file a claim. 

 

Q: I RECEIVED A DAMAGED ITEM. WHAT DO I DO?

​A: In the rare event that the item you received is not in tip top condition [we truly apologize!] Please contact us, via e-mail at thelabbrand@gmail.com with pictures of item in the defective condition that you claimed to have received it, unworn or unused, with tags/labels, and in its original packaging before sending the product back. Our team will gladly assist you with reshipping the item out to you in a timely manner. 

 

​Q: WHAT DO I NEED TO KNOW ABOUT BOOKING WITH YOU?

A: All bookings MUST have a valid credit or debit card on file to reserve appointments AND a $35 deposit to secure your appointment. Deposit amounts will vary based upon the type of appointment booked. All bookings are taken on a 3rd party site hosted through Acuity Scheduling. Deposits will be processed on that site at the time of booking however final payments will be made upon arrival to the stylist directly in whichever method you prefer (NO CASH APP). Deposits are NON-REFUNDABLE.

***If there are any additional questions please feel free to click on our contact link.