FREQUENTLY ASKED QUESTIONS

COVID-19


Due to the current situation, normal postal from Thailand is currently not in operation. Orders from our website are welcome, but we cannot guarantee delivery dates at this time. Your order will receive top priority as soon as we can resume shipping.

Please note that we can offer DHL-shipping with fast delivery, but at a cost of around 50-60 USD. We truly appreciate our community and we are sending hopes of health and safety to you all.

#stayhomeandbesafe #stayhome #stayhomeanddomakeup

 

ARE YOU CRUELTY FREE?

Yes we are. No animals were harmed and No animal testing on any

PINK CAMELS BEAUTY® product.

 

WHAT PAYMENT OPTIONS DO YOU ACCEPT?

We accept the following forms of payment:

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

 

 

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

NOTE: The client must consider that the estimated delivery time is detached from the customs process to the corresponding country.

 

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?

Yes, we are a small and independent company, but we have several distributors in different countries, such as Mexico, Nicaragua, USA.
To apply to wholesale prices you must request information to info@pinkcamels.com

 

DO YOU OFFER FREE SHIPPING?

We offer free standard shipping within the US ONLY on orders of $ 50 or more. And international shipping for a minimum purchase of $ 100

 

WHEN WILL MY ORDER SHIP?

Our processing time is 3-5 business days prior to actual shipment. During high demand periods and due to high demand for some of our products, please allow 5-10 days for us to process your orders prior to shipment. However, we will make sure that you receive your items quickly and safely.
NOTE: In the case of Mexico and Nicaragua, pre-order is lifted within 10 days to then continue with shipments to the corresponding distributor in each country.

 

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.

NOTE: In the case of Nicaragua and Mexico, a tracking number will be sent until the local distributor has your order ready to be shipping.

 

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

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

Once orders have left PINK CAMELS BEAUTY® 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 honoured. 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 PINK CAMELS BEAUTY®  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.

 

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 US