Frequently Asked Questions (FAQ)
1. When will my order ship?
Orders are typically processed and shipped within 2 to 3 business days. Please note: orders are not processed, fulfilled, or shipped on weekends or holidays.
2. How can I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your package through UPS.
3. Do you offer international shipping?
Yes! At this time, we offer international shipping to Canada and the United Kingdom. We plan to expand to more countries soon — stay tuned! Please note that international customers are responsible for any customs fees, duties, or taxes required upon delivery.
4. Do you offer free shipping?
Yes! We offer free shipping on all U.S. orders over $100 and free international shipping on orders over $125. No code needed — the discount will apply automatically at checkout.
5. What is your return/refund policy?
We do not accept **returns or refunds—no exceptions. However, if you received the wrong item due to an error on us please contact us via email at info@duoglowbygazelle.com
6. What should I do if I receive a damaged or incorrect item?
We are not responsible for damaged items due to carrier damage. If you receive the wrong item, please email info@duoglowbygazelle.com with photo proof within 2 days of delivery. We will review your claim and provide a resolution if eligible.
7. Are your lip products vegan and cruelty-free?
Yes! All Duo Glow by Gazelle lip glosses, lip oils, and balms are vegan, cruelty-free, and made with natural ingredients. We do not test on animals.
8. Can I cancel or change my order after placing it?
Once an order has been placed, we cannot make changes or cancellations. Please double-check your order before confirming your purchase.
9. Do you offer wholesale or bulk orders?
At this time, we do not offer wholesale pricing, but we may introduce it in the future. Follow us on social media for updates!
10. How long does shipping take?
- U.S. Orders: Typically, 3-5 business days after processing.
- Canada & UK: Shipping times vary but can take 7-21 business days depending on customs.
11. How can I contact customer support?
You can reach out to us through our contact us page or via email at info@duoglowbygazelle.com. We typically respond within 24-48 hours on business days.