SHIPPING & DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of matnahanquoc (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
I buy not the first time. I like it. If you use constantly, the effect will be visible. The first changes can be seen after 3 weeks of daily use 2 times a day-morning and evening.
Shipping fast
Excellent
Goods delivery fast
It came in an envelope with pouches. The box is whole, sealed. Inside there is an instruction.
I use, regularly... The effect is super, especially after removing the groomed eyelashes, the result is visible already in 2 weeks, and in a month you do not need an extension. Cilia darken and grow longer than their own, even in such problematic places as the outer corners. Condition to use regularly as a cream. I put on for the night... Washed-cream on the face and oil on the cilia. It will become a habit of brushing your teeth. Definitely recommend. Products from this store is good.
The goods came fast. I order a second time. The first time I ordered from Ukraine. No different. The effect can be seen a month after application. I use once a day in the morning, as advised by my master for eyelashes. The bottle is enough for more than 2 months, I used all summer, and in autumn the eyelashes became long and voluminous. You can apply even if you have grown. Oil goes in the package with instructions :)
Very fast shipping! All in perfect condition! All boxes are whole! I recommend
Shipped fast, packaging is good.
Everything came in whole and unharmed.
packed well. cant wait to start using.
Second-order. I’ve had excellent results with this product. Recommend.
2nd time ordering. product works great
The product is good, bought for myself.
The texture is liquid (like water) today is my first day! I hope it works.
product in good condition not sure if it works yet
The packaging is good. Thank you. The instruction all in English.
Super came before just need to try
Looks good. I hope my eyelashes will be longer
very professional packaging and fast shipping..