Question 1

What safety protocols do you have in place?

Accepted Answer

The health and safety of our community is a top priority and we will continue to ensure we are in compliance with the guidance and regulations set by the CDC and local and state authorities. We are taking all precautionary measures to ensure all safety and cleanliness regulations are being met as we strive to offer you a comfortable and confident shopping experience.

Question 2

What is your current order processing time?

Accepted Answer

Our current order processing time is 1-3 business days. Orders placed during new launches and sitewide promotions may be delayed an additional 4-5 business days.

*Upgrading your shipping method will not decrease the order processing time; it will only speed up the shipping transit time.

Question 3

Will I get an order confirmation?

Accepted Answer

Yes, when an order has been placed successfully, an order confirmation will be automatically emailed to you. If you do not receive a confirmation email, please contact our customer service department to confirm the order.

Question 4

How will my order be shipped?

Accepted Answer

We offer shipping services with the United States Postal Service (USPS) and FedEx. For international orders, our carrier will release the package to your country’s postal service for delivery.

Question 5

Can my order be shipped to a PO Box?

Accepted Answer

Yes, we offer shipping methods that can deliver to a PO Box.  Excludes FedEx

Question 6

Do you ship internationally?

Accepted Answer

Yes, we offer international shipping to all countries that the United States Postal Service (USPS) and FedEx can ship to.  All international shipping rates will be calculated at time of checkout.

*International orders may be subject to import taxes and/or customs duties by your country's customs department upon arrival. Note, MOLO Cosmetics is not responsible for any customs or duty fees, nor will be reimbursed. Please contact your local customs office for more information.

Due to the widespread of COVID-19 globally, we expect major international delivery delays due to insufficient air freight capacity and government restrictions. Carriers are still working actively to deliver but there may still be service impacts, please expect delays when shipping internationally.

Estimated transit times for U.S. orders:

First Class Mail: 3-6 Business Days.

Priority Mail: 1-3 Business Days.

FedEx 2 Day: 1-2 Business Days.

FedEx Express Saver 2-3 Business Days.

Estimated transit times for international orders:

First Class Mail: Varies per country’s customs.

Priority Mail: 6-10 Business Days.

*These are estimated transit times given to us by USPS and are not guaranteed. MOLO Cosmetics™ is not responsible for shipping deliveries/delays due to customs or transfers from USPS to the local carriers in your country.

*Selected Countries are excluded from free shipping. Unfortunately, only Priority Mail is available for these countries.

Question 7

My order is being shipped internationally, why hasn't the tracking updated?

Accepted Answer

First Class International service in some countries is not trackable. Once it leaves our facility, it is no longer required to populate tracking. At the very most, it will populate until it reaches the destination country.

Question 8

Will a signature be required for delivery?

Accepted Answer

A signature may be required for orders of $300 USD or more. It's ultimately up to your carrier's discretion whether it's safe to leave your package or not.

Question 9

I received a tracking number, when will my order ship?

Accepted Answer

Once you receive a tracking number that means your shipping label has been created and not yet been shipped. Please allow a few more business days for your tracking information to update. We recommend signing up for tracking updates via the carrier’s website to keep track of your delivery status.

Question 10

I have not received my package, but it says delivered, what do I do?

Accepted Answer

Sometimes USPS tracking information can update in advance and packages are marked as delivered before they arrive. Your package will most likely be delivered within a few business days.  Still not delivered. Contact orders@doseofcolors.com

*We are not responsible for lost, stolen, misplaced or delayed packages. For further assistance, you will need to contact the shipping carrier directly.

Question 11

Can I modify an order?

Accepted Answer

No, unfortunately orders cannot be modified after they’ve been placed.

Question 12

Can I cancel an order?

Accepted Answer

Only orders that have not left our shipping department can be cancelled.  If you received a tracking number via email contact orders@molocosmetics.com to request cancellation.

Question 13

Can I change the shipping address for my order?

Accepted Answer

If the package has not left our facility, change of address requests can be made by contacting orders@molocosmetics.com. We usually respond to emails within 24hrs. (Excludes weekends and holidays)

Question 14

Can I make a return?

Accepted Answer

To qualify for a return, you must email orders@molocosmetics.com within 7 days of receiving the order. Item(s) must be in their original and respective packaging. Emptied or refilled item(s) will not qualify for any refund

Question 15

Can I make an exchange?

Accepted Answer

No, we do not offer exchanges

Question 16

I received my package and have a problem, what do I do?

Accepted Answer

We try our best but mistakes can happen! Any item that is believed to be defective, damaged or incorrect may only be replaced for the same item. Please contact our customer service team within 48 hours of delivery so that we may assist you further. Hold on to any/all items until further instructed for a solution. Make sure to contact orders@molocosmetics.com.

Question 17

My payment isn’t going through, what do I do?

Accepted Answer

Please ensure the billing address you are providing matches the exact billing address associated with the payment you are trying to use. To prevent multiple charges, click the submit button once.

Question 18

When will you be restocking sold out products?

Accepted Answer

Subscribe to our emails to get notified about restock dates. We also announce restocks via our social media pages.

Question 19

I’d like to partner with MOLO Cosmetics, who do I contact?

Accepted Answer

Please email our team at info@molocosmetics.com with any social media, partnerships, and collaborations inquiries.

Question 20

I have more questions, who can I ask?

Accepted Answer

If you have any questions or concerns, please email us at info@molocosmetics.com (Please provide full name and order # if applicable)

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