FAQs
Q: What If my products melt during transit?
During transit and during warmer months, your products are prone to changing textures such as softening or even melting due to extreme temperatures
If this occurs, prior to opening your jar, place the items in your refrigerator for a few hours to allow them to harden. DO NOT OPEN TO CHECK FOR MELTING BEFORE REFRIGRATION. This can cause spilling which will result in loss of product.
Our hand-whipped process adds tiny air bubbles that increase the volume, just like whipping cream. If a whipped product melts, the air bubbles collapse and the volume is decreased.
So, although the jar was filled to the top initially, there will be less volume in the container (since it has deflated) and the container may actually look half full.
After cooling, a melted Whipped Butter will be the consistency of a body balm and is still a great moisturizer!
If a Sugar Scrub melts due to hot weather, the oil may begin to separate. Just place it in the fridge! As it begins to harden up, give it a stir and place it back in the refrigerator. Once it's solidified and mixed it will be perfect to use!
Q: I've placed an order. How long will it take to arrive?
A: All orders have a processing time of 7-14 Business Days, (excluding Holidays and Weekends) Once processing is complete, your order will ship and arrive within a 1-3 Day timeframe, unless delays occur within The United States Postal Service.
Q: How can I contact customer service?
A: All questions and concerns can be sent over to our customer support team: tlcosmetics.cs@gmail.com. Please allow at least 24 hours for a response after message is sent.
Our business hours are Monday-Friday 10am to 4pm.
Q: Can I change an incorrect address?
A: You may email tlcosmetics.cs@gmail.com within 12 hours of placing your order to make any changes to address. Once the 12 hour timeframe has passed, no changes will be made.
Q: My shipping and billing address aren't the same. Can I still order?
A: For protection purposes, If there is an error with your billing/and or shipping information, we will cancel your order and issue a refund. Please allow 7-10 Business Days for your refund to process. Contact your financial institution for more information.
Q: How do I track my order?
A: Upon your order being shipped, you will receive your tracking number via email. Please ensure that your email address is correct.
Q: My order says delivered but I have not received my package. What do I do?
A: If this occurs, please contact your local Post Office to resolve this issue. Once your order has been shipped, TL Cosmetics is not held responsible or liable for any lost, damaged or stolen packages.
BUSINESS DAYS DO NOT INCLUDE WEEKENDS NOR HOLIDAYS.