Your business is very important to us. Your order is checked by our production and shipping staff for accuracy, and your products are securely wrapped and packaged to ensure safe transit. If your order is incorrect or the product is defective (this does not include selecting the wrong color or formula for your skin), please let us know within five (5) business days of receipt, and we will be happy to correct the discrepancy.
Due to sanitary reasons, we regret that we are unable to accept returns or exchanges on any brushes/sponges, or on cosmetics, skin care, or bath items that have been opened and/or the seal has been removed. You are welcome to return any item (excluding brushes/sponges) in sealed, new condition to Saphoros™ within five (5) business days for a refund (minus S&H) or exchange. The only exception to this is if the product is defective. If a return is due to our error or defective/damaged merchandise we will reimburse you for the return shipping costs.
To initiate a return/exchange process: You must contact us within five (5) business days of receipt by completing the RMA process. You may initiate the return process by following these easy steps:
Upon submitting the return, our returns staff will begin the process, starting with whether your request is in accordance with our Terms of Service. You will receive an e-mail receipt of your return request, as well as instructions and status updates as the return process progresses. Important: If you are instructed to return the product, we must receive the product in our offices before the return will be processed any further. You may also check on the status of your return at any time by logging into your account and selecting "Return Requests"
Any returns received without RMA approval will be refused.
Refunds will only be issued to the credit card originally used to purchase. We do not issue refund checks - no exceptions! We cannot issue a refund if your credit card used to make the original purchase has been cancelled or has expired. Refunds for purchases made via Paypal/Google will be done through Paypal's or Google's refund process only. Please allow 2-3 weeks for the credit to appear on your statement.
Since we are unable to offer returns on opened/used items, we have an affordable sample program on most of our cosmetics, so you may audition products and colors before investing in the full-sized products. We encourage you to sample our products first, as they are non-returnable.
We will make every attempt to verify the address and delivery information and reserve the right to make changes should an error be found. Saphoros™ cannot guarantee against delivery delays due to incorrect addresses, failed delivery attempts, weather, packages misplaced or lost by carriers or packages left in/at mailboxes or at doorsteps, holidays or other circumstances which delays our national carriers. We are not responsible for packages left at a residence or mailbox by any carrier. For international packages, we are not responsible for the length of time it takes your package to arrive or the length of time it may spend in Customs. During peak holiday seasons, delivery times are not guaranteed by USPS or Fed Ex, so please place your order allowing additional time for shipping. Please note that Saturdays, Sundays and Holidays are not considered delivery dates and they do not count towards the time a package is in transit to its destination.
Insurance is automatically added on all FedEx shipping methods, and on orders of $100 or more with USPS methods. Optional insurance on USPS orders under $100 is available, as well as the Signature Required option. Both of these services will incur an additional fee of $1.95 per service, which will be added to your invoice at the time of shipping. These optional selections will not be reflected on your invoice at time of order, but will appear on the final invoice that is enclosed with your package.
Our goal is to deliver the highest quality product and minimize the possibility of impact on our products by forces beyond our control. Extreme temperatures can result in unpredictable and/or undesirable changes, particularly in the viscosity of our products. To avoid the effect of severe summer/winter conditions, we may not ship on a Thursday or Friday if orders are likely to be warehoused for an extended period.
We ship worldwide via USPS and FedEx.
Due to the increased amount of package loss, we will no longer ship packages to APO or FPO Boxes. The only exception to this is for customers who utilize Shipito.com services. PO Boxes are permissible for packages shipped via USPS. A physical address and telephone number must be provided for FedEx shipping method.
In order to reduce fraud and protect consumers' safety, Saphoros will NOT ship international packages with a billing address in the United States. There are absolutely NO EXCEPTIONS. International packages will only be shipped to the billing address provided. The only exception to this is for customers who utilize services at Shipito.com, provided the following conditions are met:
(Your Name)If you have a different Shipito address, we will have to verify your Shipito account before processing your order.
2972 Columbia St
(Your Suite #)
Torrance, CA 90503
Saphoros will not be held responsible for packages after delivery to the Shipito facility is confirmed. If your package is lost, detained or mis-delivered after Shipito takes possession, Saphoros will not replace the shipment or refund any money.
Taxes and Tariffs
Our prices do not include taxes and tariffs. Any fees, duties, taxes, or tariffs assessed by the governments of international purchasers are the responsibility of the purchaser. Customers outside of the United States may be required to pay these fees to the courier, as applicable, upon delivery. Since there are hundreds of countries and variable rate schedules, we are unable to provide customers with costs. The International Trade Administration of the U.S. Department of Commerce has a website that provide Tariff and Tax Information, that can help you in determining your costs.
Various countries have prohibitions and restrictions that may prevent us from being able to ship to your country. It is recommended that you verify that the merchandise that you are ordering can be shipped to your country. The United States Postal Office maintains a list of Restrictions by Country that you can reference.
It is a violation of international trade laws for a merchant to mark a purchased item as a gift in order to avoid taxes, fees, or tariffs therefore we will NOT accommodate such requests. Nor can we send an invoice showing a purchase price less than the actual order amount.
Saphoros does NOT ship to the following countries: Afghanistan, Azerbaijan, Cuba, Italy (Including Vatican City), Iran, Iraq, North Korea, Pakistan, Palestinian Occupied Territory, Sudan, Syria, Tajikistan or Yemen (As of 1/24/11).
Please Note: We are unable to provide actual tracking numbers for International First Class Mail. You will be provided with the customs certificate number for your parcel. Flat envelopes will arrive more quickly than boxes, and we will use those whenever possible. Saphoros is not responsible for the length of time it takes an international package to arrive, the length of time it may spend in Customs, nor if your package is kept in Customs.
All international packages are hand-delivered to the USPS and a USPS receipt is retained as proof of shipment. Once the package is scanned and accepted by the USPS, Saphoros will no longer be responsible for the package. If your package does not arrive for any reason after the package is scanned and accepted, Saphoros will not refund or replace it. By placing an order with us, you are agreeing to these terms.