FAQs

Order & Shipping

Can I Change or Cancel My Order?

Orders can be modified or canceled within 24 hours of purchase. Please contact us at in@timbersonic.com with your order number for assistance.

Where Is My Order?

After placing an order, processing takes 24-72 hours. Once shipped, delivery can take 7-15 business days. You can track your order using the tracking link sent via email or visit our tracking page.

How Can I Track My Order?

Once your order ships, you'll receive a tracking number via email. You can also track your order on our tracking page.

What Payment Methods Do You Accept?

We accept all major credit cards (Visa, MasterCard, American Express), PayPal, and other secure payment options. Payment details are encrypted to ensure your data is safe.

Can I Change My Shipping Address After Placing an Order?

Yes, you can update your shipping address within 24 hours of placing your order. Please contact us at in@timbersonic.com with your order number and the new shipping details as soon as possible.

Do You Ship Internationally?

Yes, we offer international shipping to many countries. Shipping times and costs vary by location, and you can view the options at checkout.

How Do I Know If My Order Was Successfully Placed?

Once your order is placed, you will receive a confirmation email with your order details. If you do not receive this email within 24 hours, please check your spam folder or contact us at in@timbersonic.com.

What Should I Do If I Received a Damaged Item?

We’re sorry for the inconvenience! Please contact us at in@timbersonic.com with your order number and pictures of the damaged item. We’ll resolve the issue by either sending a replacement or issuing a refund.

Returns & Refunds

What is Your Return Policy?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note that we do not accept returns on any beauty or cosmetic products, whether opened or unopened, due to hygiene and safety reasons.

Eligibility for Return

To be eligible for a return, items must be damaged, defective, or incorrect. If you experience any such issues, please contact us within 14 days of receiving your item and provide proof of the damage or defect.

Lost or Undelivered Orders

We are not responsible for orders marked as delivered by the courier but not received by the customer. Please contact the courier directly for more information or assistance regarding the delivery.

How to Request a Return

To start a return, contact us at in@timbersonic.com. Returns must be approved first, and we will provide further instructions. Items sent back without prior authorization will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and take appropriate action.

Exceptions / Non-returnable Items

Due to hygiene reasons, we do not accept returns on beauty or cosmetic products, including lip liners, lip stains, and similar products, whether they are opened or unopened.

Exchanges

If you receive a damaged or incorrect product, contact us at in@timbersonic.com to arrange an exchange.

European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. However, the item must be unused, unopened, and in its original packaging.

Refunds

We will notify you once we’ve received and inspected your return for damaged or defective items and let you know if the refund is approved. If approved, you’ll be refunded to your original payment method within 10 business days. Please note that banks and credit card companies may take additional time to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at in@timbersonic.com.

Product-Specific FAQs

How Do I Use the Lip Stain?

For best results, apply the lip stain evenly to clean lips. Let it sit for 10-20 minutes, then peel it off to reveal long-lasting color. If you have sensitive lips, we recommend doing a patch test before full application.

What If I Am Allergic to One of the Ingredients?

We recommend reviewing the full ingredient list before purchasing. If you are unsure or have sensitive skin, consult with a healthcare professional or do a patch test before applying the product.

Is Your Packaging Eco-Friendly?

We are committed to reducing our environmental impact and are gradually transitioning to more eco-friendly packaging options. However, please note that not all of our packaging is fully eco-friendly at this time.

Is the Lip Liner Stain Vegan And Cruelty-Free?

Yes, the Pell Off Lip Liner Stain is both vegan and cruelty-free. It contains no animal-derived ingredients, and we do not test on animals. You can enjoy this product knowing it’s made with ethical practices in mind.

Why Does the Product Packaging Look Different Than Advertised?

To offer more value, we’ve updated our product tubes to hold larger amounts. The product remains the same high-quality formula, just in different packaging, with a new size of 5ml.

Are the Shades Still the Same as Advertised?

Yes! The formula and colors remain the same—only the names have changed for better representation.

Discounts & Promotions

How Can I Apply a Discount to My Order?

To apply a discount, enter the provided promo code during checkout. The discount will be automatically applied to your total before completing your purchase.

When Do Your Discounts and Promotions Expire?

Most of our discounts and promotions are time-sensitive and typically expire at midnight on the same day they are announced. Be sure to act fast and check the offer details to avoid missing out!

Can I Combine Multiple Discounts?

Unfortunately, only one discount or promo code can be applied per order. If you have multiple offers, choose the one that gives you the best deal.

Do Discounts Apply to All Products?

Some promotions may exclude specific products or categories. Always review the promotion details or reach out to us at in@timbersonic.com if you have questions about eligibility.

What If I Forgot to Apply My Discount at Checkout?

If you forgot to apply your discount, contact us at in@timbersonic.com within 24 hours of placing your order, and we’ll do our best to help.

Can I Use a Discount on a Sale Item?

In most cases, discounts cannot be applied to items already on sale. Check the terms of the promotion for any exceptions.

How Can I Stay Updated on Your Latest Promotions?

To stay in the loop on our latest discounts and special offers, sign up for our newsletter and follow us on social media.