Orders are fulfilled within 24 hours Monday-Friday. Orders placed on weekends or holidays will be fulfilled the following business day. In the event of an adjusted shipping schedule, there will be a schedule change notice posted via website announcement bar and order confirmation email with the new schedule details. 

Once your order is fulfilled, you will receive an email with tracking information via the shipping carrier's website. Once the order is in the hands of the carrier, they will be able to provide you with the most accurate information on the whereabouts of your package via their tracking page. If you did not receive a Confirmation or Fulfillment email in the expected time frame, check your junk/spam folder. If it is not there, please reach out to hello@thelashritual.com, usually this means there was a typo in your email entered at checkout. 

If you need to cancel or modify your order, please contact us immediately. Orders are fulfilled very fast, so if you've already received a fulfillment confirmation email with a tracking number, it is generally too late to make changes. In this case you must wait to receive the order and then send it back to us for a refund or exchange. Please reach out to hello@thelashritual.com to get help. 

We're human - sometimes mistakes happen! If you have any questions about your order of if you think we accidentally messed something up, please let us know and we will happily make things right. Please email hello@thelashritual.com with your name, order number, and any information about the issue (photos are great too). 

Unfortunately once the package is handed off to the carrier, it is out of our control and we don't have access to any more information than you can see on your tracking page. Please reach out to the carrier for help to file a missing package claim. If they are unable to resolve the issue, please email hello@thelashritual.com and we will see what we can do. 

We recommend tracking your package as soon as you receive the tracking number and making sure you or someone from your household will be home for the expected delivery, especially if you live in an area where package theft is common. 

Please make sure to include your Unit # or Apartment # at checkout if applicable. We are a small independently owned business, so sending replacements for stolen or missing packages is detrimental to our business, but we understand how disappointing these situations are and will do our best to get you the items that you paid for. 

If you live in an unsafe area, please email us in advance and let us know if you would like signature confirmation service added to your shipment so it will not be left unattended.

Our website checkout page is set up to process United States (including Puerto Rico), U.K., and Australia orders. For all other orders, please send an email to hello@thelashritual.com. International orders will be completed through PayPal. 

See our complete Silicone Eye Pad FAQ here.