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Frequently Asked Questions

General

  • Are your products authentic?
    • Yes, all of our products came straight from the manufacturers and are guaranteed 100% authentic.
  • How can I place an order?
    • You can place an order in two ways. First, you can simply do it yourself on the website by adding the products you want to your cart and filling out all of the necessary information. Or you can call our toll free number and customer service can assist you in placing the order for you.
  • Why is my coupon not working?
    • There may be several reasons for this, first you should make sure that it was entered exactly how you saw it on the website or in your email; no spaces. It also depends on what you are ordering, because items that are already on sale or of certain brands cannot be purchased using a coupon. This should also be the one and only coupon you are using on this order, because only one coupon can be use per order.
  • What discounts/promotions do you have?
    • All new discounts or promotions we offer can be found at http://www.beautybridge.com/sppr2.html. You can also sign up to receive special offers and news in your inbox at the bottom of our home page.
  • How can I check the status of my order?
    • If you know your order number and zip code, you check it at http://myaccount.beautybridge.com/mod_orderStatus/. You can also call us at 866-830-6161; a customer service representative will be pleased to assist you in checking the status of your order. Knowing your order number ahead of time will help customer service assist you quicker.
  • Why didn't I receive my gift with purchase (GWP)?
    • In order to be eligible for the GWP, you need to make sure that you are following the guidelines of the gift. This is usually by purchasing a specific amount of the same brand that the GWP is. Also, we have a limit of one unique GWP per customer.
  • Why didn’t I receive my samples?
    • All Beauty Bridge orders receive 3 samples regardless of order size or total. If you placed the order through Amazon then that is why the samples were not received.
  • What do I do if I received a defected item?
    • If an item is defected (cracked, leaking, etc.) please call us at 866-830-6161 and a customer service representative will run over the guidelines of what can be done. Normally in cases like this, a return label (RL) is shipped out with a replacement item. Once you receive the replacement we ask that the defected item be shipped back to us using the RL that was sent. If the defected item is not sent back, then the customer will be charged for both items.
  • How do I know when a specific product will be back in stock?
    • Estimated times for products that are on back order by the manufacturer are usually rare for us to know. You can sign up to be notified via email once the product is back in stock by clicking on the "Click Here to be Emailed When Back In Stock" link on the product page.
  • Have I placed an order with you before?
    • If you are not sure if you have placed an order with us before, you can simply contact us via phone, email, or chat and one of our customer service representatives will be happy to assist you.
  • Can you help me find the shade that matches my complexion?
    • If you are unsure about which shade of a product will work best with your skin, then you can go onto the product page and directly underneath the main image there is a chart of all the shades. Once you click that image it will get bigger and you will be able to check which shade works best with your skin tone. If you still have question, please call us and we will be happy to assist you.
  • Do I have to pay sales tax?
    • At the moment, only items shipped to New Jersey are subject to sales tax of 7%.
  • How can I cancel my order?
    • Please call us at 866-830-6161 or email our Customer Care department for your request. Please note that we cannot cancel your once it has been shipped.
  • How can I find the size of this product?
    • The net weight can be found on that product page, underneath the description. If it is not there please give us a call or email us and we will be happy to assist you.
  • How can I know the quantity of this product you have available for shipment?
    • Please give us a call or email and our customer service will be happy to let you know the quantity of a specific product.
  • Where can I find the tracking number for my order?
  • How many samples can I receive?
    • If you have placed your order through Beauty Bridge, then you automatically receive 3 samples.

Shipping

  • What shipping methods do you provide?
    • For domestic customers, we offer Standard and Expedited, which are shipped by the United States Postal Service. We also offer Next Day Air and Second Day Air, which are shipped via UPS.
    • For international customers, we offer Standard and Expedited as well, and both are shipped through the United States Postal Service.
  • What are the shipping rates?
  • When will my package ship?
    • Orders placed before 12pm EST on business days will ship out the same day. Orders placed after 12pm EST on business days will ship out next business days.
  • How many days does the shipping take?
    • Domestic standard shipping takes from 5-8 business days, domestic priority shipping (expedited) takes from 2-4 business days. We also offer Next Day Air, and Second Day Air through UPS. As for international shipping, standard shipping takes from 2-6 weeks, expedited shipping takes from 6-12 business days and express 4-6 business day. Keep in mind that all shipping prices will vary. Please see our full shipping information at: http://www.beautybridge.com/shin.html
  • Why hasn't my package arrived?
    • Please allow the full length of the indicated delivery time for the package to arrive. If it has passed the shipping date, then we suggest you check with either your local post office (for items shipped via USPS) or UPS office with the tracking number (for items shipped via UPS) first because they could be holding it there for you.
  • Do you ship internationally?
  • Why am I being charged for shipping?
    • Orders with the subtotal of less than $49.00 will be assessed with the $5.95 shipping charge.
  • Can you use my UPS account?
    • We regret to inform that we do not offer this at the moment.

Billing

  • Do you accept checks or money order?
    • Yes, please give us a call at 866-830-6161 and one of our representatives will be happy to assist you. Please note that your order can’t be shipped out until we receive the check/money order and it is deposited.
  • What credit card options do you accept?
    • We accept Visa, Mastercard, Discover card, and AMEX We also accept PayPal as method of payment.
  • Why was I charged for my order that I didn’t receive?
    • If your order was not cancelled, then your package is still on its way and you should receive it soon. If you requested for a cancellation, then you need to call your bank and ask them because you were not charged by us.
  • Do you accept debit/credit cards?
    • Yes, we accept both.
  • Why do I see a charge from this company on my statement?
    • If you did not place an order with us directly, then we suggest you call your bank to make sure that you are not a victim of identity theft. If you receive a package from us that you did not order, please return it back to us so that we can issue you refund.

Return

  • What is your return policy?
  • Do you have an exchange policy?
    • No, we do not offer exchanges for returned products at this time.
  • How many days do I have to return my package?
    • You have up to 30 days of the SHIP date to return your package.
  • Why wasn’t I refunded for the full amount of my return?
    • We regret to inform that we do not refund the original shipping cost. We also assess up to $20 non-delivery fees plus original shipping cost BB paid to carrier to ship that order in case refused/return to sender delivery shipments.
  • How can I find the status of my return?
    • Please call us at 866-830-6161 or email Customer Care department and one of our representatives will be happy to assist you.
  • Where is my refund?
    • Please allow up to 5 business days for your refund to be processed. You can call us at 866-830-6161 or email us at Customer Care department with questions regarding your refund.

BBVIP Rewards Program

  • Why can't I see the BBVIP Reward points from my order?
    • Please note that it can take up to 30 days for your BBVIP Reward points to show up on your account. Please email Customer Care department with your inquiries.
  • What is the BBVIP Rewards Program?
    • The BBVIP Rewards Program is a special program for our loyal customers to be able to receive points every time they order with us. Those points add up and when you receive a specific amount of points, then you can use them towards your order to receive a discount. For more details, please visit: http://www.beautybridge.com/bbrewards.html
  • How do I sign up for the Rewards Program?
  • How can I check how many Rewards points I have?

Other

  • What do I do if I received the wrong item?
    • If you received the wrong item due to a mistake by our shipping department, then a return label will be sent to you along with the correct item. As soon as you receive the correct item, then we ask that you send the wrong item back to us using the included label. If the incorrect item is not sent, then you will be charged for both items.
  • What are your customer service hours?
    • Our customer service department is available 24 hour a day 7 days a week.
  • What are your store hours?
    • Monday-Friday 10.30am-5.30pm (EST), and Saturday 11am-5pm (EST)
  • Do you have store locations?
    • We are located at 639 Passaic Ave. Nutley, New Jersey 07110. Please look for "Beauty Bridge" sign on the building.
  • Do you have a catalog?
    • Unfortunately at this time we do not carry catalogs. We only have our online catalog that can be found on the Beauty Bridge website.
  • Can you mail me a sample?
    • We regret to inform that we only ship out samples with orders that were made through Beauty Bridge.
  • Do you have gift certificates?
  • How can I speak to a supervisor?
  • How can I speak to the marketing department?
    • Please fill out the form at Contac Us to reach the marketing department.
  • Is this a secure website?
    • Yes, we use Moneris as our credit card processor which processes more than 3 billion credit and debit card transactions a year for over 350,000 merchant locations across North America. All transactions also go through Yahoo's 256-bit SSL encryption to protect your valuable information.
  • Will you give my email address to other companies?
    • We DO NOT share your information with outside parties and will be used only to contact our customers in the event we have a question regarding an order, promotions and discount offers. Customers always have right to stop receiving our email promotions by replying with "Remove" in the subject line.
  • Do you offer any types of services at your store?
    • At the moment we do not offer any type of services at our store.

If you have any other question please fill out the form below.

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