WELCOME TO JUVIA'S PLACE!

Frequently Asked Questions

  • ARE YOU CRUELTY FREE?

    Yes we are. No animals were harmed and No animal testing on any Juvia's product.

    Are You Vegan?

    Most of our products are vegan, All brushes are strictly cruelty free and vegan. Eye shadow palettes are cruelty free and vegan. The Old Saharan Palette formula had "Carmine" in the red shades. However , we recently extracted "Carmine" from the red shades. New Ingredient List can be found on product page.

    What Products are Not Vegan?

    The Warrior Eyeshadow Palette is not Vegan

  • WHAT PAYMENT OPTIONS DO YOU ACCEPT?

    We accept the following forms of payment:

    Visa
    MasterCard
    American Express
    Paypal
    Wire Transfer for wholesale Orders (Only)

  • DO YOU COLLECT SALES TAX?

    State law requires that we charge applicable sales tax on orders shipped to addresses in the New Jersey.

  • WHAT SHIPPING SERVICES DO YOU OFFER?

    We have many options for you to pick from within the USA. Below are some time frame estimates. This will help you make an informed decision, however this is just an estimate.

    * USPS First Class: Small Packages 0 to 12oz : 2 to 5 days
    * USPS Priority: 2 TO 5 days
    * Standard: 2 to 7 days
    * Fedex Ground : 2 to 6 days
    * Dhl E commerce: 2 to 7 days
    International Time Frame Estimate
    USPS First Class International : 10 to 30 Business Days
    FedEx Ground , Priority and Economy to Canada: 1 to 2 Business Days
    FedEx Ground, Priority and Economy to all other countries: 2 to 5 Business Days
    DHL Express To Canada: 1 to 2 Business Days
    DHL Express to Other Countries: 2 to 7 Business Days

  • DO YOU SHIP INTERNATIONALLY?

    Yes we do.

  • CAN I SHIP INTERNATIONALLY WITH A DIFFERENT BILLING ADDRESS?

    No You Cannot. A kind notification will be provided after a cancellation, if this occurs.

  • WHO IS RESPONSIBLE FOR CUSTOMS & DUTIES?

    WE ARE NOT RESPONSIBLE FOR CUSTOMS CLEARANCE, DELAYS OR COMPLIANCE. PLEASE CHECK WITH YOUR LOCAL CUSTOMS OFFICE TO ENSURE THAT YOUR ORDER COMPLIES WITH LOCAL CUSTOMS REGULATIONS.

    Shipping charges do not include duties or taxes. By law we are required to disclose the full value of the package contents. Please check with your local customs office for detailed information.

  • MY MAIL JUST GOT RETURNED, WHAT DO I DO NOW?

    Sadly when an international and USA mail gets returned, shipping fees will be incurred, For the shipping and return of mail back to sender. A shipping invoice will be sent to USA customers and International customers will only be refunded for cost of goods only.

  • DO YOU ACCEPT WHOLESALE ORDERS?

    Sadly at this time we are unable to offer wholesale.

  • DO YOU OFFER FREE SHIPPING?

    We offer free standard shipping within the US ONLY on orders $100 and above. Stay close as we offer free shipping options regularly.

  • WHEN WILL MY ORDER SHIP?

    Our processing time is 3-5 business days before actual shipment. During High peak periods and due to the high demand of some of our products, please allow 5 to 10 days for us to process your orders before shipment. However we would ensure you receive your items in a fast and safe manner.

  • HOW CAN I TRACK MY ORDER?

    After your order has shipped, we would send a detailed information on your tracking number. Depending on the carrier, (USPS, FEDEX OR DHL), you should easily have access to your package transit times and progress.

  • MY ITEM WAS STOLEN, HOW CAN I GET A REFUND?

    Unfortunately, we are not responsible for lost or stolen items.

    Once orders have left Juvia's Place warehouse the package is in the care of the postal handler. Customer is required to submit a claim directly with courier and follow their guidelines. USPS and Fedex recommend waiting 14 days before assuming a package is lost. After 14 days, please call the customer service team of the courier.

    - USPS customer service: 1-800-275-8777
    -Fedex customer service: 1-800-463-3339
    -UPS customer service: 1-800-742-5877

  • I GAVE AN INCORRECT ADDRESS, CAN I GET A REFUND?

    Sadly, if you provided an incorrect or incomplete address at checkout, we won't take responsibility for shipping costs. A new product can be shipped after reshipping costs have been paid for.

    False claims of missing package WOULD NOT be honored. Meaning if USPS or FEDEX confirms delivery of your package but claims of not receiving package is received , Sadly, we won't give a refund.
    -USPS customer service: 1-800-275-8777
    -Fedex customer service: 1-800-463-3339

  • MY PACKAGE WAS MARKED AS DELIVERED, BUT I HAVEN'T RECEIVED IT

    Sometimes, USPS marks a package as delivered even though its still in transit. Please give them some time, it's most likely on its way to you. If goods was stolen, a claimed can be filed with the carrier. We advice to pick Fedex Ground at checkout ONLY , just so your goods are insured.

    Once orders have left Juvia's Place warehouse the package is in the care of the postal handler. Customer is required to submit a claim directly with courier and follow their guidelines. USPS and Fedex recommend waiting 14 days before assuming a package is lost. After 14 days, please call the customer service team of the courier.
    -USPS customer service: 1-800-275-8777
    -Fedex customer service: 1-800-463-3339
    -UPS customer service: 1-800-742-5877

  • MY ITEM ARRIVED DAMAGED, WHAT SHOULD I DO?

    Sadly, these unforeseen events happen during transit. It's out of our control how carriers handle Fragile Items in our absence, but we assure you all packages are packed and equipped for rough handling during transit. Please inspect your order immediately upon receipt and contact us within 48 hours to report any damage. After 48 hours we reserve the right to reject any claims of damages. All original packing materials and boxes must be retained for inspection purposes.

    What to do if you receive a damaged product

    1. Send a very Clear Picture of the Damages
    2. Send your order number at time of initial contact to expedite the replacement process.
    3. Give 48 hours for us to file a claim with the carrier, once its approved we would send you a brand new product.

    Please note USPS claims are a little more complicated and takes longer to process . We assure you we would take good care of your damaged product swiftly.

    Please note we are not responsible for damages that occur in transit between third party shippers to your foreign location. This applies to international customers shipping through services like Aramex and virtual address, this is because we have no control how products are repackaged to your destination.

    (International Customers)

    Please follow the steps above and a refund will be given immediately. Sadly we do not reship damaged products.

  • CAN I RETURN MY PACKAGE IF I CHANGE MY MIND?

    Sadly we do not accept returns.

  • WHY WAS I CHARGED TWICE FOR MY ORDER?

    Most times when an order is placed, the payment is placed and hold and later released by your bank. When this occurs the transaction may reappear in your statement. Please be rest assured you were billed one time only and not twice. To verify this, please look through your 30 day statement and you will confirm just one transaction.

  • WHERE CAN I PURCHASE YOUR PRODUCTS?

    Our website is currently the main place for your purchase. However we do have some authorized re-sellers. Full list of our authorized retailers can be viewed here. Our products are not listed on EBAY and other third party websites. If you find them there, sadly it's fake.

  • ORDER STATUS / MY ACCOUNT

    Has my order shipped?

    Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.

    How do I change quantities or cancel an item in my order?

    Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

    How do I track my order?

    Click the "My Account / Order Status" link at the top right hand side of our site to track your order.

    My order never arrived.

    Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

    An item is missing from my shipment.

    Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

    My product is missing parts.

    Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

    When will my backorder arrive?

    Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

  • GUARANTEES

    Low Price Guarantee

    It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!

    Privacy Policy

    We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

    Security

    This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

  • PRICING & BILLING

    Do I have to pay sales tax?

    You only have to pay sales tax if you are located in the same state as our warehouse.

    I have a question on my charges.

    Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

    I need a copy of my receipt/invoice.

    Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.

    When will my credit appear on my account?

    Credits usually take 7-10 business days from the time we receive your item(s).

    When will my credit card be charged?

    Your credit card will be charged within 24 hours prior to shipment of your item(s).

  • BUYER'S GUIDE

    How do I buy/redeem a gift certificate?

    To purchase a gift certificate for someone, click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, click here.

    How do I find my product?

    To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

    How do I navigate the site?

    To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

    How do I use a coupon? After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.

  • ADDITIONAL SUPPORT & CONTACT

    To contact us, please visit our Contact Page.