Returns/Exchanges/Damaged items

Returns and Exchanges
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If you change your mind on your order you must notify us within 24 hrs in order for it to be cancelled. Email support@roedayos.ca

If it has been longer than 24 hours or if your item has already been packaged or shipped we can not cancel it or refund.

Cancelled orders are charged a 5% cancellation fee as we pay for the purchase transaction and we are not refunded that amount when cancelling your order. Your refund will be for the total minus the 5% fee. it may take your bank up to 8 business days to post your refund to your account.

If you choose to take a gift card instead it will be for the full value spent, no fee is incurred so no fee is charged and it can be used instantly.

If you refuse package at delivery, or return to sender and we receive it back unopened, we will process a refund at that time minus the shipping fee and the return to shipper fee charged by the carrier, which varies dependent on carrier, shipment weight and destination. Custom ordered items can not be returned or exchanged.

For pick up orders,

We will send you 2 reminders for pick up. If it is not picked up within 30 days we will send an invoice for shipping cost to ship it to you instead. If we can not contact you or collect shipping fees after 60 days we will cancel and refund your purchase minus a restocking fee of 10%. Custom items, pre order items and limited edition items can not be refunded.

Conditions:

Due to sanitary reasons lashes, adhesives and lotions/creams, cosmetics and liquids are not eligible for refunds or exchanges.

All lashes and products cannot be worn or altered in any way to qualify for a refund or exchange for defects.

Sale items, which includes items sold with a promotional code or marked down in price, are final sale.

Several other types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. 
Additional non-returnable items:

*All custom made items 

*Consumable items

* Gift cards
* Downloadable software products


* health and personal care items

Defective/Damaged/Missing product
If you feel a product is defective,damaged,or missing, you must notify us within 3 days of receiving your order to be eligible for an exchange from us. Email support@roedayos.ca
Please note that only tracked packages have insurance against damages, theft and loss. 

Include photos and/or videos of what the issue is so we can help pinpoint the issue, and diagnose a solution before moving on to any next steps.
For damages please Include photos of the box it arrived in and shipping label for claim. We can file the claim but without these it might not be approved. Once approved we will reship the item to you or offer credit in place of replacement.

We will work with you to file a claim with the carrier but you must report it as damaged or missing with them first or for damages you must respond to their emails/phone calls to confirm the damage claim, in order for us to be able to open an investigation and ask for an insurance claim from the carrier.
We want your product to work as intended, we will do everything we can to help you make that happen.
If you are missing items, include photos of items received and the shipping label from your package.
Before contacting us, check your care cards or instructions on box, also in item description on website and follow the below trouble shooting tips.

For dried tip (no product coming out)
you can run just the tip under hot water for a few seconds. Put the lid back on, and let the pen sit upright for 24-48hrs hrs. Shake it up and it should be good as new. This can be repeated any time the cap is left off, until product has run out.
If lash is not sticking properly, make sure your eyelid is dry, make sure you have followed the instructions fully for your type of adhesive. Make sure you have given it 5 full mins to dry down and bond before doing a tug test. Make sure tip of pen is clean and free of product (you can wipe it with a wet wipe), Make sure your strip lash is clean and free of any debris. (All of these things can stop the lash from adhering to the adhesive)
If none of the above tips resolve your issue please email us at support@roedayos.ca with your order number, name and video of the issue you are having so we can assist you in finding a solution.
We can not help via chat or social media due to various restrictions so please email us.


Refunds (if applicable / see above)

Returns/exchanges will not be considered after 30 days of receipt. If you have not sent the item(s) back within 30 days of receiving them, they are final sale.

You must ship any approved returns within 14 days of approval by email, and send us tracking information. After 14 days we will consider the sale final. Items in transit by the 14th day and confirmed by tracking are acceptable.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange. We may offer gift cards instead of a refund. If the return item is not found to be defective, or unused items are found to have been used your refund/credit amount may be affected. Shipping fees are non refundable.

If you are approved, then your refund or gift card will be processed, and a credit will automatically be applied to your account or credit card/original method of payment, within a certain amount of days dependent on your bank/payment method. Gift cards are instant.

You are responsible for the cost of shipping any return items back to us. We do not offer return labels. The package must be tracked to ensure we receive the return and to insure it against damage.

 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Typically banks take 2-8 business days to post to your account.
If after 8 business days have past and it does not post, contact your bank.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@roedayos.ca

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged upon arrival or within 3 days of receiving for same product if it is in stock and available. If you need to exchange it for the same item, send us an email at support@roedayos.ca and send your item to: 79 MARTINDALE RD, ST CATHARINES, ON, L2S2Y4, Canada.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Shipping fees are always non refundable.

Stolen/ Undeliverable or missing packages 

We will work with you to help you file a claim with the carrier but you must report it as stolen or missing with them, in order for us to be able to open an investigation and ask for proof of delivery from the carrier. Once we ship items we no longer have any control over them, how long it takes, where it is delivered, it is up to the carrier to deliver it and you to let us know if they did not.

Refunds are not given for longer than estimated arrival, stolen or missing packages, or incorrect address' on packages. Reshipment, Exchanges or store credit will be provided for tracked packages once it is approved for claim with the carrier. We will work with you to find a solution but you must let us know if you have not received your package within 30 days in Canada and the USA and 60 days for all other countries. Email support@roedayos.ca

When you purchase tracked shipping it includes insurance of up to $100 for product reimbursement. If the package is tracked we will submit for reimbursement and reship the package once approved, If you chose untracked shipping you will not have insurance and must contact the mail carrier for help as it is not trackable or insured. For purchases to be insured, we recommend choosing one of the tracked shipping options available to you at checkout, if you wish to insure for over $100 please contact us at roedayos.ca or via chat on the main page.

If package is returned to sender for wrong address, missed pick up, or refusal, there are fees incurred that we may need to collect before re shipping the item. Please double check the address you enter into your shipping address to avoid these issues and fees.

If you supply wrong address we will reship when we receive the items back and you have payed the new cost of shipping and the return to sender fee. (Yes we are billed for and pay for every direction the package makes) If you chose not to pay these fees, we will refund you the balance paid minus the actual shipping and return to sender fees we are charged. Please double check ship to address to avoid these fees.

Please call your local post to enquire about your package if it has been longer than estimated, redirected, returned to sender, refused or shows delivered by your tracking. If you redirect the package to you with the carrier there will may not be any return to sender or new shipping fees incurred.


Shipping
To return your product, you should mail your product to: 79 MARTINDALE RD, ST CATHARINES, ON, L2S2Y4, Canada.

Shipping fees are always non refundable. If you qualified for free shipping and request a refund/credit on all or part of the order and you do not meet the requirements for free shipping with the refund/credit  then the shipping fee will be deducted from your refund/credit.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item back to us, you should use a trackable shipping service. if the item is over $100 you should purchase additional shipping insurance. We can not guarantee that we will receive your returned item if you do not supply tracking. 

We reserve the right to update or make changes to our policies at any time without notice.