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FAQ

SHIPPING & RETURNS
What shipping company do you use?

International Orders are through DHL, and Canadian orders are though FedEx.

How do I track my package?

Once your order leaves the warehouse you will be provided with an email that will have your tracking information to follow along with!

How long does shipping take within Canada?

Shipping within Canada takes 1-4 business days. Please check your tracking information for further information.

How long does shipping take to the USA?

Shipping to the United States takes 1-3 business days. Please check your tracking information for further information.

My package has not arrived? What do I do?

Please contact FedEx or DHL first as it is their responsibility to get the package to the consignee. Once an order leaves our warehouse a tracking number and shipping details are emailed to the customer. Once you have spoken to the shipping company, please contact info@sugarlashpro.com if you require further assistance. We will be able to assist with opening an investigation with the delivery company! (The time frame for an investagation is 1-8 buisness days)

Do you offer local pickup?

Sugarlash PRO is not currently offering Local Pick up.

Unfortunately due to the rising number of COVID cases within the Province we have decided it is best for the safety of our staff and clients like yourself to halt our Local Pickup option until further notice.

What is your refund policy?

We can exchange any items if we receive the returned item within 14 days of receipt, unopened and in the original packaging.

Please note: Shipping and handling fees will apply.

Once we have received the return we will inspect the items to ensure it is eligible for re-sale.

Please allow 24 hours for re-processing. You will receive notification with shipping details once your new order has been processed. You will be provided with an exchange, or credit.

Order Cancellations

Please note all order adjustments, edits, and cancellations need to be made before 8:30 AM MST the following business day. After this time period the order will go out as is.

PO BOXES

We do not deliver to P.O boxes. All our packages are signature required to ensure that our products are getting to our customers safely. This protects your products from spoiling.

PAYMENTS
Paypal Payment

It can take several business days for your eCheck transfer to complete and the recipient can use the funds from your payment. Here are estimates based on which country your bank account is from:

U.S. - up to 4 Business days
Canada - up to 8 Business days
UK - up to 9 Business days
Australia - 7-8 Business days

Your eCheck payment does not appear in your recipient's balance until the transfer is complete.

If you have any further questions I would encourage you to contact PayPal directly for them to explain the timeline of clearance.

Do you offer payment plans?

We do not currently offer payment plans on professional orders, or Academy courses.

Can you lower my invoice and put it as gift value?

We are unable to alter the pricing of our products and we must abide by the customs regulations in our customer’s regions. We apologize for any inconvenience this may cause.

PRODUCTS
What makes Sugarlash PRO stand out?

Sugarlash PRO is committed to sourcing ethical and innovative products for eyelash applications. Whether we are visiting our factories in person around the globe to ensure safe working conditions and certified wages, or delving into the testing of ingredients  we aim to keep our lash products safe, sustainable, and ethical.

All lashes are double treated baked for curl retention and hold up even under super hot, humid weather and rough sleepers.

A few features about Sugarlash PRO lash products that are different than the rest!

- All Sugarlash PRO™ lashes are made with a synthetic semi-porous material which makes bonding to the natural lash easier and firmer (instead of a super slick lash extension).
- All Sugarlash PRO™ adhesives are extremely low fume and have over 6 weeks hold time.
- Unique products like Client Protection Shields, Ergonomic Lash Pillows, and Lash Bed Covers, to make your business stand out.
- All lash products are tried and tested by CEO/Founder Courtney Buhler and her team of artists, and Product Development team.
- We offer ways to save you money like FREE SHIPPING on order minimums. We also have a loyalty rewards program where every $1 you spend earns you points towards free adhesives, lashes, and other cool must-haves! And so, so much more!

Is Sugarlash PRO Cruelty-free?

Sugarlash PRO does not test on animals or ask others to do so on our behalf, except when required by law where it would be completed on the raw ingredients by manufacturers.

Where are your products made?

Our Distribution Centre is in Canada. To avoid competitors going to our manufacturers we are not required to disclose our products country of origin.

Do you offer free samples?

We do not carry any FREE samples however if you go to our website sugarlashpro.com and create an account with us you will have access to all our products at wholesale price. We offer free shipping on minimum orders depending on where you are located. We do carry a Lift System Trial Kit! This can be purchased for $9.00 on our website.

Here are a few features about Sugarlash PRO™ lash products that are different than the rest!

- All lashes are double treated for curl retention and hold up even under super-hot, humid weather and rough sleepers.
- All Sugarlash PRO™ lashes are made with a semi-porous material which makes bonding to the natural lash easier and firmer (instead of a super slick lash extension).
- All Sugarlash PRO™ adhesives are extremely low fumes and have over 6 weeks hold time.
- Unique products like Client Protection Shields, PPE, and cleansers to make your business stand out.

If you have any further questions, please don't hesitate to ask.

Where do I locate the ingredients for my liquid?

Please contact info@sugarlashpro.com and a representative would be happy to assist with providing an SDS for reference!

Does your Set solution develop TINT?

Backed by a Hydrogen Peroxide base, SET can be mixed directly with your chosen TINT (your tint must require a hydrogen peroxide developer) which will significantly reduce your treatment times!

SET can be used on its own, with or without TINT.

What do you suggest to charge for a lash lift ?

In our area it is common to charge $80 CAD / $60 USD for a basic lift, and $120 CAD / $90 USD for a lift and tint but you can certainly charge what you feel is fair market value in your area. Add ons for Plump and Glaze are typically charged an additional fee of $10 - 20 CAD/USD per treatment.

Does your original SET develop TINT?

Our original SET solution was not formulated to develop TINT. You will need to purchase the new SET solution if you wish to perform the tint service at the same time as SET. If you are using our original solutions you should continue to mix your tint with its own developer and apply after the SET solution has been removed from the shield.

Are your products latex-free?

All products are latex and formaldehyde-free.

LOYALTY PROGRAM
How to earn points?

With every purchase, PRO Points accumulate automatically in your professional Sugarlash PRO™ account.

Depending on your tier you can earn up to 30 points per 1$.

Black Tier: 10 points per 1$ spent
Silver Tier: 15 points per 1$ spent
Gold Tier: 20 points per 1$ spent
Platinum Tier: 30 points per 1$ spent

Earned points are calculated using the final subtotal of your order, excluding the shipping, taxes and any discount codes.

How can I upgrade my tier?

Your tier is dependent on your annual spending on the Sugarlash PRO shop.

Black Tier: $0 minimum annual spend
Silver Tier: $2,000 minimum annual spend
Gold Tier: $4,000 minimum annual spend
Platinum Tier: $10,000 minimum annual spend

Do my points expire?

The points that you collected do not expire, however, your tier perks will reset after the end of the following full calendar year after you reached the tier.

For example: if you reached a Silver tier in May 2021, your perks will be active until the end of December 2022.

What bonus points can I earn?

Starting Bonus Points: You will receive 500 points just for signing up!

Birthday Bonus Points: You will receive 500 points on your birthday. Remember to set up your birthday date in your loyalty dashboard!

Review Bonus Points: You will receive 500 points for leaving a product review!

Referral Bonus Points: You will receive 1000 points for referring our shop to your friends and family that are not existing Sugarlash PRO customers!

How to redeem points?

When you collect enough points, you can generate a coupon code in your loyalty dashboard. Go to "All Rewards" and click the "Redeem" button.

The minimum points redemption starts at 1000 points.

How do I earn Referral Bonus Points?

Go to your loyalty dashboard and copy the unique referral link that you can share with other people (non-existing Sugarlash PRO customers). The person you shared the link with will be asked to provide their email address to claim the referral code. They will receive $10 off their first order!

OTHER
Do you require me to send in my license?

We do not! Because we sell worldwide, and laws differ from place to place, it will not be required for you to send in your license.

Where are you located?

8452 Roper Road
Edmonton, AB
T6E 6W4
CANADA

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English