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


Orders + Shipping


Where is your company based?

LASH LINE is based in Edmonton, Alberta Canada, eh! This is where all your orders are shiped from too. We have hopes of having a USA diistrubtor and many other distrubtors when we find the right partners.

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 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!

What should I do if I receive a defective product?

GAH! We hate when that happens more than you do, we assure you, but accidents happen.

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

Do you ship worldwide?

SOON! For now we ship to Canada, USA, Australia, Mexico, and the 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.

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 


Product Related + Trouble Shooting

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

Still need help? Email Us!
support@lash-line.com