Customer Services

FAQ

How Do I Qualify For Free Shipping?

susanthompson.com offers FREE STANDARD 3 DAY SHIPPING on all U.S. merchandise orders $50 and over (excluding taxes). For shipments totaling less than $50, there is a delivery charge of $5.95 for Standard 3 Day shipping or $5.95 for UPS Ground. Our standard shipping option is Standard 3 Day shipping. Gift Cards and eGift Certificates do not apply. Select items considered hazardous materials are restricted and do not qualify for Free Standard 3 Day shipping and must be shipped ground.

I am having trouble with my credit card information for my online order.

If you receive an error message related to credit card authorization failure, double check that the billing address on the credit card and matches your account billing address, try re-entering your CVN or security code, and be sure that the card is current and valid. After validating the information you've entered and an error message is received a second attempt, call 1.424.279.3278 or contact your financial institution for further assistance.

I forgot my password, how do I log in?

If you have forgotten your password, please click on "Forgot Your Password?" below Sign In. If you still do not remember your password, you can contact a live chat expert or call 1.424.279.3278 to reset your password.

How can I find the status of my order?

You can find the status of a particular order and view your order history on the Order Status tracking page.

How do I become a brand ambassador?

If you love Susan Thompson Cosmetics and want your friends and followers to love it too, become a Susan Thompson Brand Ambassador! In order to become a Brand Ambassador you must first create a Susan Thompson account. After creating an account, you need to apply to be a brand ambassador (http://susanthompson.com/community/referral). Once approved, you will receive your own unique referral link and the information on how to receive commissions. After receiving your unique referral link, post it on social media and your friends can receive $10 off orders of $50 or more, and you will earn 10% commission on all sales!

Returns And Exchanges

Susan Thompson Cosmetics Money Back Guarantee

If, for any reason, you are not completely satisfied with your purchase from susanthompson.com, simply return it to us within 30 days of purchase for a full refund.

Returns Guidelines and Procedure

We must receive the product back within 30 days of purchase in order to issue a refund. Returns must contain at least 70% of original contents. Returned product sets must contain all original items included in the set.

Shipping fees, including return shipping fees, and gift wrap fees are not refundable.

Please include a copy of the packing slip or a note with your full name and Susan Thompson order number.

For your protection and to insure prompt delivery, returns must be shipped back to our mailing address (below) using a traceable shipping method such as UPS, FedEx, or insured Parcel Post.

Please send all returns to:

Susan Thompson Cosmetics
269 South Beverly #400
Beverly Hills, CA 90212

 
Please allow 10-12 days for the refund to appear on your credit card account.

We’re sorry but returns or exchanges for purchases made in a partnered retail store, website or spa may not be returned to susanthompson.com. If the item you wish to return was not purchased on our website, please return the product to the place of purchase for resolution.
 
If your package was damaged in shipment by the carrier, save the box and the merchandise and notify us immediately at 1.424.279.3278. The carrier will inspect and pick up the damaged package and the damaged items will be replaced.

Ordering

How To Place Your Order

Online: Browse our online store!

By Phone: 1.424.279.3278
M-F 10 am - 5:30 pm PST

By E-mail: sales@susanthompson.com

Shipping

Susanthompson.com offers FREE STANDARD 3 DAY SHIPPING on all U.S. merchandise orders $50 and over (excluding taxes). For shipments totaling less than $50, there is a delivery charge of $5.95 for Standard 3 Day shipping or $5.95 for UPS Ground. Our standard shipping option is Standard 3 Day shipping. Gift Cards and eGift Certificates do not apply. Select items considered hazardous materials are restricted and do not qualify for Free Standard 3 Day shipping and must be shipped ground.

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