Home > RESOURCE > Retailer FAQs
1. Customer wants to add, remove or change a product after the order is placed?
Contact Lip-Ink® Customer Service at (310)414-9246 Monday through Friday 8:00AM-5:00PM Pacific Standard Time, we are closed weekends and Holidays. If you are contacting us after hours please E-Mail customerservice@lipink.com and we will reach out to you the next business day. Any order adjustments can be made this way.
2. Credit card is declined- what would the reasons be?
- A Credit Card can be declined for a few reasons. The billing address does not match the card. The card number, expiration date or the CVS number was entered incorrectly.
3. Customer wants the order shipped to another address not on the credit card?
When placing the order you will have an option to change the shipping address. Product must be shipped to customers only, not to the store.
4. Customer wants to order and have product(s) shipped at a later date?
Hold the customer’s order until they’re ready for it to be shipped.
5. Customer wants the order shipped outside the USA?
We are able to ship to any country, if you experience any issues when placing the order contact Lip-Ink® Customer Service at (310)414-9246 Monday through Friday 8:00AM-5:00PM Pacific Standard Time, we are closed weekends and Holidays. If you are contacting us after hours please E-Mail customerservice@lipink.com and we will reach out to you the next business day. Any order adjustments can be made this way.
6. Customer wants overnight or special shipping?
When checking the customer out, you will be able to choose expedited shipping.
7. Customer wants two product(s) shipped to two different addresses?
Customers are not able to split orders; they would have to place two separate orders.
8. Customer wants to pay in cash?
Retail establishment may accept cash or any other type of payment, however must use their retail establishment credit card to complete the order. (For bonus purposes)
9. Customer wants product(s) shipped to the store?
Product must be shipped directly to the customer.
10.Customer wants to add product(s) that are not on the www.lipinkwholesale.com account?
Contact Lip-Ink® Customer Service at (310)414-9246 Monday through Friday 8:00AM-5:00PM Pacific Standard Time, we are closed weekends and Holidays. If you are contacting us after hours please E-Mail customerservice@lipink.com and we will reach out to you the next business day. When the customer places their order they will need to identify the store for bonus purposes.
11.Customer wants to add product(s) that are not on the www.lipinkwholesale.com account?
Contact Lip-Ink® Customer Service at (310)414-9246 Monday through Friday 8:00AM-5:00PM Pacific Standard Time, we are closed weekends and Holidays. If you are contacting us after hours please E-Mail customerservice@lipink.com and we will reach out to you the next business day. When the customer places their order they will need to identify the store for bonus purposes.
12.Customer wants to pay with check?
Contact Lip-Ink® Customer Service at (310)414-9246 Monday through Friday 8:00AM-5:00PM Pacific Standard Time, we are closed weekends and Holidays. If you are contacting us after hours please E-Mail customerservice@lipink.com and we will reach out to you the next business day. When the customer places their order they will need to identify the store for bonus purposes.
13.Customer wants to pay with bank transfer?
Retail establishment may accept a bank transfer or any other type of payment however must use their retail establishment credit card to complete the order. (For bonus purposes)
14.Customer wants to pre order a product(s) for a later date?
Hold the customer’s order until they’re ready for it to be shipped.
15.. Customer wants to use a coupon code?
Coupon Codes are not available to the Lip-Ink® wholesale site.
16. . Customer has ordered before, is their information stored or do I have to reenter it?
The customer information will be saved after they place their first order at your store..
17. . Customer has ordered from Lip Ink® directly before, will this affect the order?
No the order will not be affected, Lip-Ink® wholesale is a members only website. ..
18. Customer wants to know the return policy?
A customer may return the product within 30 days of receiving their order. To obtain a Return Merchandise Authorization number the customer must contact Lip-Ink® Customer Service at (310)414-9246 Monday through Friday 8:00AM-5:00PM Pacific Standard Time, we are closed weekends and Holidays. If you are contacting us after hours please E-Mail customerservice@lipink.com and we will reach out to you the next business day. RETURNS WILL NOT BE ACCEPTED WITHOUT AN RMA NUMBER
19. Customer would like directions on application?
Product should be demonstrated in store, if the customer still has questions refer them to www.lipink.com for videos and walk through. Directions are also included in shipment.
20. Customer would like to see the ingredient list?
You can find a list of ingredients at www.lipink.com under resource. Ingredient list is also included with shipment.
21. Customer would like brochure?
Brochures and Color Charts may be downloaded from www.lipink.com under the resource tab.
22. Customer would like to order from home?
The customer may call their order into the store. If the customer orders directly from us bonus may be less and customer must use retail code.
23. Customer would like to refer a friend?
We love referrals! If their friend is unable to come into your store they can order online at www.lipink.com with the unique retail code for bonus purpose
24. Customer would like to retail the product(s)?
If the customer would like to retail the product they can contact Lip-Ink® Customer Service at (310)414-9246 Monday through Friday 8:00AM-5:00PM Pacific Standard Time, we are closed weekends and Holidays. If you are contacting us after hours please E-Mail customerservice@lipink.com and we will reach out to you the next business day. If they are accepted to retail for us you will receive a retailer bonus.
25. Customer has a reaction to the product(s)?
- If a customer has a reaction to the product, STOP use immediately and contact Lip-Ink® Customer Service at (310)414-9246 Monday through Friday 8:00AM-5:00PM Pacific Standard Time.
26. Customer wants to return the product(s)?
- A customer may return the product within 30 days of receiving their order. To obtain a Return Merchandise Authorization number the customer must contact Lip-Ink® Customer Service at (310)414-9246 Monday through Friday 8:00AM-5:00PM Pacific Standard Time, we are closed weekends and Holidays. If you are contacting us after hours please E-Mail customerservice@lipink.com and we will reach out to you the next business day. RETURNS WILL NOT BE ACCEPTED WITHOUT AN RMA NUMBER
27. How does customer get free shipping?
- When the customer spends over $150.00 they will receive FREE shipping. We also have seasonal shipping specials that you will be notified about.
28. Product/procedure/ingredient related questions?
- At www.lipink.com under the resource tab, click on Ingredients.
29. Color questions?
-At www.lipink.com under the resource tab, click on color library link.
30. Application questions?
-At www.lipink.com under the resource tab and click on application.
31. Pricing, sales tax questions?
-For the purposes of participating in this program. California is the only state
32. What payment methods can my store use?
-Any credit card is accepted by Lip-Ink® if the customer pays in another form they will pay the retailer who then pays Lip-Ink® with their retailer credit card.
33. Do you have samples?
-We sell a Trial Size Kit for Lip Color. Tear packets of OFF and Lip Shine Moisturizer are available under the gear tab on www.lipinkwholesale.com
34. Customer did not receive product?
-If the product is damaged, missing or the incorrect order please contact Lip-Ink® Customer Service at (310)414-9246 Monday through Friday 8:00AM-5:00PM Pacific Standard Time, we are closed weekends and Holidays. If you are contacting us after hours please E-Mail customerservice@lipink.com and we will reach out to you the next business day.
35. Is Lip-Ink® tested on Animals?
NO! Lip-Ink® is proud to be Cruelty Free, Kosher, Vegan, Organic, Wax Less, and All Natural.
36. Where is Lip-Ink® Corporate office located?
225 Arena St. El Segundo, CA. 90245
37. When was Lip-Ink® founded?
Lip-Ink® was founded by Rose Nichols in January 1995 and has been a private corporation ever since.
38. What is Lip-Ink® FAX number?
- (310) 414-9233
39. Who is responsible for any VAT & DUTIES, Import Fees or Taxes on international orders?
Customer will be responsible for any additional taxes or fees that apply to an international order.
40. What can I do to avoid returns from customers?
LIP INK® is liquid it can spill, hold upright and put the cap on tightly Explain the feeling of LIP INK® on the lips when applying “feel the tingle” from the herbs and mints Follow the directions completely _ the color is never applied directly to the lips, because you need the Off and Lip Ink Moisturizer to be applied first Lastly, make sure that the customer knows that other cosmetic products for the lips are not compatible with LIP INK® because they contaminate it and cause it to no longer give you 100% smear proof results.
41. What happens if a customer returns an item following the RMA procedure on my bonus?
The return is taken out of your bonus.
42. Customer wants to buy a product or gift certificate from one of LIP INK’s ® flagship stores. Will the retailer get a bonus?
Retailer will get a bonus providing the retailer coupon code is used and the customer is having the product or gift certificate shipped directly to them.
43. Do I qualify for bonuses if I personally place an order on the LIP INK members only site or any of the LIP INK flagship stores and have it shipped to the store address or my personal address?
Any orders that are placed on the LIP INK members only site and on any of the LIP INK flagship stores will not qualify for bonuses if they are being shipped to the store address or the retail member directly.