FAQ

 If you have any doubts or questions check the list below, if you do not find your answer here don't hesitate to contact us:

 

Do I need an account to place an order?

Creating an account is not necessary for placing an order, but it would be nice to subscribe to our newsletter to receive updates regarding promotions and sales.

 

Can I combine orders?

Orders placed in the same day are automatically combined by our system but

 

 

Can I modify my order after I’ve placed it?

No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience!

 

Can I cancel my order after I’ve placed it?

Unfortunately, no. Once an order is placed, you are unable to cancel or modify the order. All sales are final. So sorry for any inconvenience!

 

 

I received a package, but it is not what I ordered.

Oh no! We are sorry to hear there was a misplacement of items. Please email our Customer Care team by clicking HERE with your order number and pictures of the following: the stamped initial/number on the outside of your envelope or box, the order packing slip with with the stamped initial visible, and a picture of the products you did receive. Please note that all order issues must be reported within 14 days of delivery. We’ll get YOUR order sent out asap!

 

 

I received the wrong item.

If you receive an incorrect order, we are so sorry for the mix up! Please contact our Customer Care team by clicking HERE within 14 days of delivery  with your order number and pictures of the following:

  • the stamped initial/number on the outside of your envelope or box,
  • the order packing slip with the stamped initial visible,
  • a picture of the incorrect product, with a picture of the bottom/side label of the product so we can see the 4-digit lot number
  • and a list of the babies that are missing.

 

I am missing item(s) in my order.

Oh no! Please email our Customer Care team by clicking  HERE within 14 days of delivery with your order number and a list of the missing products. Please make sure to include a photo of the items you did receive and a picture of your packing slip with the stamped initial visible. We will get back to you asap!

**Discontinued items will be issued store credit for the amount paid. 

 

I received broken item(s) in my order.

We do our best to get your order to you in perfect condition, but mistakes can occasionally happen due to handling at shipping. Please contact our Customer Care team by clicking HERE within 14 days of delivery so that we may help you further. Please be sure to provide photos of your broken product/products so we can best assist you!

 

How can I pay for my order?

We accept both Paypall payment service or credit/debit card payments.

 

Can I combine coupon codes on my order?

Sadly all discount codes and coupons work alone and cannot be combined within the same order.

 

How do I use PayPal to pay for my order?

Once you reach checkout and are requested your payment information, please select the PayPal option.

 

How can I view my order status without an account?

Unfortunately, you must be logged into an account when placing your order to be able to view the status of your order. Not to worry, though! All order updates, including confirmation and shipping emails, will be sent to the email address provided when placing the order.

 

My package update says it was delivered, but I didn’t receive it

Sometimes tracking information can be incorrect, and packages are marked as delivered before they actually arrive to our customers – oops! Your package will most likely be delivered within a few work days, but it’s great to check with your post office meanwhile.

If you do not receive your order in a couple days, please email our Customer Care team, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further!

 

How are shipping rates calculated?

Orders of $99 and below  -  $9.99

Orders of $100 and above  -  Free Shipping Worldwide

 

Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is still processing and has not yet shipped by the warehouse! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

 

 

My international tracking is not updating.

We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package has left warehouse and is  still in transit to you. Please note that international orders typically take 35 to 48 full business days to be delivered. Business days do not include weekends, or holidays. In the meantime here are some things that might help you locate your package:

If tracking indicates that your package is in your destination country, please use your local courier's online tracking, as it may have more accurate tracking information. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. If tracking indicates that your package is still in the US, or is currently in transit, please be patient. Whatever the case may be, we recommend full communication with your customs office as this is the most likely place for packages to go missing.

If you have waited the full 48 business days and still have not received your order, please contact our Customer Care team HERE with your order number!

 

 

When will my order ship?

Our products usually – key word usually – ship within 3-5 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

 

 

Will my package be charged delivery/customs fees?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based off product value.

 

For all other international orders:

These fees are not included in your order and/or shipping total. Brush Box Studio  assumes no responsibility for duties incurred on discounted, promotional or give away items. All fees must be paid by the parcel recipient. By placing an order, you authorize Brush Box Studio to import your product on your behalf and agree to Brush Box Studio delegating the import of your products to a third party.

I ordered multiple products at once but received them in separate packages. Why?

In order to keep our inventory affordable, fresh, and up to date we have centralized fulfillment centers in both Asia and Europe that all of our products ship from. Due to the overseas location of our fulfillment center, please allow for up to 35 - 48 business days for shipping if the order is international. Please note that items ordered together may not be shipped out on the same day or packed together, and occasionally items may be temporarily out-of-stock or back ordered. Rest assured, any shipping delays will be communicated.