You Got Questions?
WE'VE GOT ANSWERS!
If you don't see your question, just shoot us an email and we would be happy to help!
support@lash-line.com
Frequently Asked Questions
GENERAL QUESTIONS
Is LASH LINE a cruelty free company?
Yes! Lash Line LOVES animals and refuses to purchase products that are tested on animals. Our lash extensions are made using a synthetic fiber to mimic the feel of mink hair, but it is in no way linked to an animal for ethical and health purposes.
Where is your company based?
Lash Line is based in Edmonton, Alberta Canada. We offer shipping to the USA and Canada.
How can I contact customer support?
You can contact us via email at support@lash-line.com. If you have an issue with your order please provide your order number and your first and last name.
What forms of payment do you accept?
We accept all major credit cards, visa debit, and also offer payment through a third party service called AfterPay. There are no fees and zero interest using AfterPay. Your payments will be broken down into 4 biweekly payments.
How quickly will my order arrive?
We aren’t Amazon Prime - but our shipping is pretty quick! Please allow 1-4 business days for your order to arrive depending on your location. We ship each order with FedEx Express unless it’s a remote address or P.O box - those orders are sent via Canada Post Xpresspost.
Cut off is 1pm in the afternoon to make the daily FedEx truck!
Can I return my order?
We offer returns of items found to be defective, or any unopened, unused products. Unwanted product returns are subject to a 10% restocking fee on unopened products.
No restocking fee is charged on defective products! We recommend to purchase route package insurance for a hassle free replacements, carbon neutral experience, and much more.
What should I do if I receive a defective product?
We want you to love your purchase. Please get in touch with us immediately if you feel you have received a defective product! You can email our customer service team at support@lash-line.com
What shipping carriers does Lash Line use?
Lash Line ships with FedEx, Canada Post and DHL depending on your location. We ship each order with FedEx Express unless it’s a remote address or P.O box - those orders are sent via Canada Post Xpresspost.
Cut off is 1pm in the afternoon to make the daily FedEx truck!
How can I track my package?
Once your order has been fulfilled you will be emailed a tracking number! You can use this to track your order
Can I make any changes to my recently placed order?
Sure! If your order hasnt shipped yet, you can send in another order and choose "Edmonton PICKUP" for shipping. Our system will prompt us to combine multiple orders to the same customer, so the team will know to ship it together! If you need to make other changes to your order please email us at support@lash-line.com
*once your order has been fulfilled you will no longer be able to make changes & will need to place an additional order
I want to add another item to my order
Hi there, thanks for your message! Please place another order online and select Edmonton Warehouse at checkout for your shipping option - this will avoid the shipping fee. We will then combine and ship your orders together! Make sure you do this ASAP, once your order is fulfilled you will no longer be able to combine your orders!
Do you ship worldwide?
We Ship to Canada, USA, Australia, Mexico, United Kingdom
Am I able to request an MSDS?
If you are looking for an MSDS for a certain product please send an email to our customer service team at support@lash-line.com and we would be happy to help!
Am I able to retail your products?
You are able to retail our aftercare products to your clients, but we do not allow artists to retail items like lashes and adhesives.
What are your pickup hours?
We are open for curbside pickup on:
- Tuesdays from 9am-3pm
- Wednesdays from 7pm-9pm
- Fridays from 9am-3pm
These hours are subject to change based on team availability.
How can I get an update on my order?
Once your order has shipped you will be emailed a tracking number! You can use this to track the status of your order. If you need further assistance you can reach out to the shipping carrier with your tracking number, or send us an email to support@lash-line.com
I am just starting my own business - what are the requirements to be certified by AHS? (ALBERTA LASH ARTISTS)
All information about requirements for personal services can be found on the Government of Alberta website. The checklist + requirements are attached here!
I am just starting my own business - what are the requirements to be certified in personal beauty services?
(ONTARIO LASH ARTISTS)
Google your province and “personal services/home based requirements"
Here is the link for Ontario:
Can a client currently undergoing cancer treatment get eyelash extensions?
The biggest thing that would be a contraindication is if her natural lashes are brittle. If they still seem strong enough to support lash extensions, she’s absolutely safe to get lashes. In fact, it helps boost the confidence for a lot of patients who just feel more like themselves with lashes on during their treatment. You’ll want to keep weight for the natural lashes in mind and ensure you aren’t causing undue stress to the hair.
Tandy lash lounge has a few warrior clients who are fighting cancer and they religiously love getting their fills. It’ll be a case by case basis that you’ll want to judge based on the clients eyelashes!
There is also an advanced technique called “Bridging” that was invented specifically for being able to lash a client who has gaps in her natural lashes from chemo! You can research this more if you think your client would benefit from it!
PRODUCTS
How long is my adhesive bottle good for after opening?
As a general rule, you should replace your lash adhesive every 4-6 weeks. If you are noticing the consistency is changing or your adhesive has become compromised we recommend replacing
How long can you store unopened adhesive?
You can store your unopened adhesive in the fridge for 3-6 months!
How do I store my adhesive once it is opened?
Store your adhesive in a cool, dry and dark place. We recommended an airtight container with silica beads or rice (to prevent moisture).
How often should I replace my adhesive?
Once opened we recommended every 4-8 weeks. If you notice that the consistency is changing then it is time to replace!
Do I have to use a Nano Mister if I am using a Bonder?
Super Bonder replaces the need to nano but you can do both to avoid stinging at the end.
And you can nano before or after the super bonder! Doesnt matter!
How often should you drop a new glue dot?
Refresh your dot every 15-20 minutes
TROUBLESHOOTING
Best way to ‘burp’ adhesive bottle
Tilt the bottle completely upside down when you drop your adhesive, not on an angle. This prevents air from getting in the bottle
My glue is stringy
The stringyness that occasionally occurs in adhesive is caused by the adhesive being too cold or too hot. When adhesive drops below 18°c or Over 23°c the viscosity (thickness) changes. This then gives your adhesive its stringy texture.
The cure is actually as simple as the answer. All you need to do is bring your adhesive back up to optimum temperature and then give it a good old fashioned shake
This will then turn your “stringy” adhesive back into the perfect, professional-performance adhesive that you were used to.
What is the humidity and temperature for the adhesives?
Each adhesive has a different temperature and humidity range
Revolve
Dry Time : 0.5 - 1 second
Temp: 19-21 Degrees Celsius
Humidity: 25-75% Humidity (works best at 40%)
Pro Bond
Dry Time : 1-2 seconds
Temp: 20-23 Degrees Celsius
Humidity: 30-55% Humidity
Secret Identity
Dry Time : 1 second
Temp: 18-26 Degrees Celsius
Humidity: 25-75% Humidity
On Lock
Dry Time : 1-2 second
Temp: 19-22 Degrees Celsius
Humidity: 35-75% Humidity
Tru
Setting Time : 1-2 seconds
Temp: 20-24 Degrees Celsius
Humidity: 45-75% Humidity
Are your adhesives latex free?
Yes, all LASH LINE adhesives are Latex Free!
Which adhesive works best for sensitive clients?
There is no adhesive on the market that is hypoallergenic. Clients are usually sensitive to cyanoacrylate which is found in all lash adhesives (not just ours)! That being said - the fewer the ingredients the less sensitive your client might be! We recommend our clear adhesive - Tru to try eliminating the ‘Carbon Black’ ingredient. Or you can try an adhesive with a slower drying time like Pro Bond or On Lock.
Does ammonia affect lash glue?
Unfortunately, ammonia-containing hair products cause a chemical reaction with cyanoacrylate, the main component in lash extension adhesives. The reaction between these products and the cyanoacrylate causes the adhesive to begin solidifying almost from the moment it leaves the bottle
How long should I shake my adhesive for?
Before you start your day, shake your glue with a vortex mixer or glue shaker for a minimum of 60 seconds. We also recommend shaking your glue bottle before you dispense a new glue dot.
How do I avoid my adhesive nozzle from getting clogged?
If your bottle spits up a little glue, wipe with a lint free nozzle wipe. Cotton and cyanoacrylate will cause a chemical reaction so make sure your wipes are specifically for lash glue! If the tip of your nozzle gets clogged you can use a glue pin (like a little tac) that you can poke the tip and remove the clog.
What are your lashes made out of?
All of our lashes are made from the highest quality Korean PBT.
PBT (polybutylene terephthalate), is a synthetic thermoplastic.
Our lashes are synthetic and cruelty free!
How safe are your eyelash extensions?
If applied correctly, eyelash extensions are completely safe! There is no need to take a break between sets, as long as you are following proper aftercare!
Where can I purchase Scotch Dots/Scotch Squares - what is that little square you are fanning on?
Those are scotch squares! They are double sided sticky adhesive squares. They can be purchased on Amazon, at Walmart or Staples or any other office supply store. We use the 0.5x0.5 inch squares!
STUDENTS/COURSES
What Lash Line classes are offered?
Lash Line offers in person training for Classic and Volume eyelash extensions, and we offer 3 online courses: Lash Lift + Tint, Brow Lamination and our Volume Mastery Online Course.
Is the course accredited?
Lash Line is fully accredited through Lash Inc.
How do I sign up for a course?
You can sign up for all of our courses Online! If you have any questions about training or would like more information we would be more than happy to help! Get in touch with us via email at support@lash-line.com
How old do you need to be to take the course?
If you are under 18 (no younger than 14) you would need parental consent. Also it does require self motivation to grow a business after the course. Just ensure they would receive guidance from someone at home for additional support.
Can I take a volume course before a classic course?
You'll need to take the Classic Lash Course before your Volume Course because Classic lashing is much easier to learn. The diameter of each eyelash extension you will use is thicker than Volume lashing. This makes the lashes easier to grab. Classic lashes are 1:1 (one eyelash extension placed on each natural lash). You need to build muscle memory and it is easier to practice with Classic eyelash diameters.
Do I need to be licensed to take a lash course?
If you are taking our Classic lash course, no previous experience is required! If you want to take our Volume in person or Volume Mastery Online Course you are required to have your Classic lash certificate.
What's the price of the class?
We have 3 options for in person training! The price for the Classic Lash Course is $1597 + tax for the two day program. This includes an amazing student kit full of products you’ll need to start you off in your Lashing Career (valued at $650).
Lash Line also offers a Bundle training option! You pay for both the Classic Course and the Volume Course upfront but you will save $500.
Our Bundle price is $2391 (plus tax) but this offers a savings of $500.
The Volume Course on its own is $1294 plus tax.
Is the kit included in my class cost?
You will receive a full kit for both Classic and Volume Training! Everything you need for your models in class will be provided in your kit. If you are a bundle student, you will receive a smaller kit for your Volume Training.
When should I expect to receive my certificate?
If you are a Classic student and your educator has certified you, please allow 7-10 business days to receive your certificate. Your certificate is mailed regular post. If you still have not received your certificate after 10 business days please send us an email support@lash-line.com
I can't log in to my learning portal
If you are a Lash Line Online student, please send an email to support@lash-line.com and we will send you an an express link to log in or reset your password
Does the online course have limited access?
You will have lifetime access for all Lash Line Online Courses! You paid for it - so they are yours. You can go back and review the material or modules at any time. We also offer lifetime support to all our students (online and in person)
Can a client in Remission from Cancer Receive a Lash Lift and Tint or Brow Lamination?
As long as the client has not received Chemo in the last 6 weeks.
WHOLESALE INQUIRIES AND DISCOUNTS
Are there any active discount codes?
You can use the code SWEET10 for 10% off your purchase
I'm new to lashes - Which type is right for me?
You will definitely need to learn volume lashing for the present and future evolution of your skillset and the demands of the industry, but the foundation will always be classic. This is where you will learn all the fundamentals and build the needed muscle memory to handle the thin complexity of multiple thin extensions simultaneously.
What is your recommendation for best diameter to use for hybrids?
Classics 0.12/0.15 and volume depending on the fan size but 0.05 or 0.06 or 0.07
SUBSCRIPTIONS FAQ'S
What are the delivery timeframe options?
Currently, we offer adhesive subscriptions to be fulfilled every 25 days. That means your glue will arrive before your 4-week expiry date! You have a lot of responsibilities as a business owner, let us take something off your plate.
On all other product options, you will be able to choose between 1, 2 or 3 month delivery options!
Can subscription discounts be stacked with my wholesale discounts?
Yes! For accounts that are eligible for wholesale discounts, you will receive both the bulk discount and the subscription discount of 10% BOOM!
Are subscriptions offered on all products?
No, not yet. If subscriptions are available, you will see a subscription option on the product page. If there is no subscription option on a specific product, then it is not currently offered on a reoccurring subscription. If there is a product that you're wanting to see available for subscription that isn’t currently, please email us your suggestion at support@lash-line.com!
How do I cancel my subscription?
Just login to your account and you can cancel from there, anytime prior to your order being fulfilled.
Can I change the subscription frequency?
Yes, simply login to your account and you can manage all of your subscriptions from there. You will be able to choose from 1, 2 or 3 month options on all applicable products.
Can subscription discounts be stacked with my wholesale discounts?
You’ll qualify for free express shipping with DHL or FedEx on all orders over $120 Cad! So if you already have a bottle of glue, consider adding some other items you know you’ll use each month, like tapes, tweezers, or shampoo!
Are the digital assets completely editable if we wish to add or remove parts of the document?
No they’re not editable. They’re PDFs. But the Covid Waiver is (only to change your name)
CUSTOMER FAQ'S
ROUTE INQURIES
What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. We're providing Green Package Protection to each order free of charge.
Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Green Package Protection and looking to file a shipping issue online? File here
What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions for all orders that are purchased through our sites at no additional cost to you. "Green Package Protection" Shipping includes package protection, with the additional benefit that your shipment is carbon neutral.
How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
- In some cases, the Route Support team may require a police report before moving forward with an order issue
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
Damaged
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.