Welcome
to Customer Service!
Please note:
Most customer service questions can be answered by reading the information
on this page or clicking on “Auto Ship Policies” link on the left side
of this page.
If your question isn’t addressed by the information below, please contact
us at cs@lamasbeauty.com.
All questions related to “points” or your “back office” should be directed
to Fortune Hi Tech Marketing at lamsasupport@fhtm.net
or 859-422-7000.
Click on any of the links provided below for answers to our most common
questions.
Placing
a First Time Order
Quick Tips
Easy-Ship
Policies
Making a Return under the
Easy-Ship program
Making Changes under the Easy-Ship
program
Gluten
Free Product List
When will my order be shipped & received?
All orders are shipped within 1 to 3 business days. We do not ship over
the weekend. Packages shipped regular ground service will usually arrive
within 5 business days after date of shipment.
How do I know if my order has shipped?
You will receive a confirmation email the same day your order ships. This
email will include the tracking number of your shipment and a direct link
to FEDEX.com to track your order.
What are your shipping and handling charges?
Our standard ground shipping is FedEx Home Delivery. FedEx Home Delivery
operates Tuesday through Saturday. Our shipping and handling charges are
based on FedEx published rates on Ground Home Delivery, Next Day, Second
Day, and Third Day service. We ship to Canada through U.S. Post Office
Global Priority Mail.
Will I be informed if a product is out of stock?
Though all of our products are fully stocked before we offer them to you,
occasionally demand exceeds supply. If this occurs, we will ship your
order as soon as possible. The out of stock product will then be sent
with a separate invoice, without any additional shipping and handling
fees. We will do this as soon as we have the item back in stock.
Do you charge sales tax?
We only charge sales tax from orders within the state of California. Any
orders that are shipped to a California address are charged a 9.75% sales
tax. Any orders originating elsewhere will not be charged sales tax.
Can I get a catalog of your products by mail?
At this time, a printed catalog is not available. Printable PDF files
for individual products are available on this website. Go to the home
page of this website and click on the box for the product PDF files.
Where can I find the list of ingredients?
The full listing of ingredients in our products can be found on the webpage
displaying each individual product and are printed on our product packaging.
Simply click on the product picture and a detailed webpage for that product,
including an option to list the ingredients, will be available to you.
Do you have Gluten-Free Products?
Yes, a list of products are available by clicking on this link Wheat
Gluten-Free Product List.
Missing or Damaged Items in Your Order / Missing shipment
If you receive your order with a missing or damaged item, please contact
customer service within 2 business days of receipt of order to report
the missing or damaged item(s).
For shipments not received, we will initiate an investigation with the
shipper and reship your order as necessary.
Is my personal information confidential?
At Lamas Beauty, we are committed to ensuring your privacy as a customer.
We will never sell or exchange email addresses or any other personal information
with other companies without your express consent.
General Policies
All products offered subject to current availability and prices are subject
to change without notice. We reserve the right to refuse certain sell
orders at our discretion. We reserve the right to amend our Customer Service
policies at any time.
How to reach us
If you have a customer service related question or corporate inquiry,
please email us at cs@lamasbeauty.com. We prefer you submit your correspondance
via email so that we may respond with a detailed written response, however,
you may also contact our customer service toll free at 1.888.738.7621.
To contact the corporate office by mail, please use the following address:
Lamas Beauty International
6222 Wilshire Blvd., Suite #301
Los Angeles, CA 90048
Customer Service hours are:
Monday through Friday - 9:00 a.m. to 5:30 p.m. Pacific Standard Time.
Easy-Ship Program Policies
When does my Easy-Ship order ship?
Your Easy-Ship order is a recurring order and ships every 31 days. Your
Easy-Ship date is established on the day that you enter the order. It
will be shipped with the exact same items, method of shipment, and total
dollar amount charged on your first Easy-Ship order, UNLESS you contact
us to make changes to the item(s) you receive in your future installments.
Changing items in your Easy-Ship order
In the event you wish to change the items in your Easy-Ship order, you
must contact Lamas Beauty customer service a minimum of 5 days prior to
your scheduled ship date to make changes. You can contact us via email
at cs@lamasbeauty.com or call
us toll free at 888-738-7621, and we will be happy to make the changes
for you.
If you choose to call us, please be aware of our office hours. If you
do not reach a Lamas Beauty representative, you can leave a message on
the customer service voicemail and representative will return your call.
All voicemail left on the customer service line is returned, usually within
24 hours, except on weekends. Voicemail left Friday after 1pm through
Sunday will be returned on the following Monday. When leaving voicemail,
please be sure to spell your last name clearly and provide a contact phone
number to return your call.
If you choose to email, please email your request to cs@lamasbeauty.com.
Include the first and last name as it appears on your order, your transaction
id # or shipment id #. (We cannot look up account information with your
FHTM Rep id and please include a contact phone number in case we need
to contact you.) Simply include this information along with a list of
the items you would like to receive in your next Easy-Ship installment
and we will make the changes for you.
Once your Easy-Ship order is updated, you will receive a confirmation
email outlining the changes that were made to your order. This will include
the new total cost, including shipping and tax (if applicable). If you
do not receive this email within 72 hours of your request, feel free to
contact us to make sure your request was received and processed.
VERY IMPORTANT: Please include
customerservice@lamasbeauty.com
in your “safe list” of incoming emails. Our confirmation email is generated
by our server and many email providers inadvertently identify it as spam.
To ensure you receive all pertinent information from Lamas Beauty, make
sure our email is not identified as spam.
How to cancel your Easy-Ship order
In the event you wish to cancel your Easy-Ship order, you must notify
Lamas Beauty customer service by email only, a minimum of 5 days prior
to your next Easy-Ship date. We cannot cancel Easy-Ship orders
via telephone request.
To cancel your Easy-Ship order, please email your request to cs@lamasbeauty.com,
and include the first and last name as it appears on the order, your order
number or a shipment id number. Please include a telephone number where
we can contact you during the day.
Lamas Beauty customer service will promptly cancel your Easy-Ship order
and a confirmation email will be sent. In the event you do not receive
a confirmation email from Lamas Beauty within 72 hours of your request,
please contact Lamas Beauty customer service by calling 1.888.738.7621.
Requests to cancel Easy-Ship orders submitted on Friday through Sunday,
will not be confirmed until the following Monday.
You must contact Lamas Beauty customer service directly to cancel your
Easy-Ship order. Please do not contact Fortune Hi-Tech Marketing to cancel
your Lamas Beauty Easy-Ship order. In the event you do so, your Easy-Ship
order will not be canceled.
What is your return policy?
At Lamas Beauty, we want you to be happy and we do everything we can to
ensure you are completely satisfied with your order. We offer a 100% money-back
guarantee of all our products for 30 days from date of receipt. Product
refunds are for product cost only, and do not include shipping.
Our 30-day product return policy applies to your first Easy-Ship order
only. If you do not cancel or change the items prior to the next Easy-Ship
installment, the items from your original order and subsequent order will
not be eligible for return or refund under this policy. When you receive
your items, please open and use the products as soon as possible. By doing
so, you will be able to determine if a product return will be necessary.
If you wish to return your purchase within our 30-day guarantee period,
you must call or email us at cs@lamasbeauty.com
to arrange a return. Items returned to us without prior authorization
are subject to a $20.00 restocking fee. Items damaged during return shipping
without authorization will not be issued credit.
Customer service will instruct you to return your unused product to the
following address:
Lamas Beauty International
Attention: Product Returns Department
6230-A Wilshire Boulevard
Suite 2140
Los Angeles, CA 90048
When returning your package, please include a note, indicating the reason
for your return to help us serve you better, and please enclose the packing
list provided in the shipment to help us process your return.
Note: If a package is returned
to our fulfillment center due to an incorrect address, or customer refusal
of package, a charge of $20.00 will be deducted from your total product
refund amount and items damaged during return shipping will not be issued
credit.
We will notify you via e-mail of your product refund once we have received
and processed the returned item. Your refund will be issued to the original
method of payment within 7 business days of our receiving your product
return.
We reserve the right to amend our Easy-Ship program policies at any time.
What are my payment options?
We accept the following methods of payment:
Updating the shipping address / billing information for your Easy-Ship
order.
You must contact Lamas Beauty customer service at cs@lamasbeauty.com
or by calling 1.888.738.7621 to change the shipping address or billing
information for your Easy-Ship order.
|
100%
Safe & Secure
