What is Boxtoheart's Satisfaction Guarantee?

We’re proud to offer a 30-Day Satisfaction Guarantee. If your new product doesn’t live up to your expectations, simply contact our customer support team within 30 days of receiving your package. You will get free return/exchange or refund, just simply send us an email at hello@boxtoheart.com

How to return?

We hope you love your purchases, but if for any reason you do need to return something to us, send your item back within 30 days of receiving the product at our warehouse. No exchanges at this time! Include your order number on the outside of the package!

ATTN: Returns
Then send us an email via contact form or directly to

Your request will be responded within 24 hours. You will be notified via email about where the return items should be delivered. After we receive the return item, your order will be refunded. Please note that your banking institution may require additional time to process and post this transaction to your account once they have received the information from us (typically 3-­5 business days).

We can only issue a refund to the original form of payment used at the point of purchase. In the event you no longer have access to this account or it is no longer active, we will then process your refund in the form of a check mailed to the address in your customer profile which can take 4-6 weeks to process. Original shipping charges are nonrefundable.

What do you do with returned products?

They go directly to the trash.

Do you offer discounts?

Sometimes we do! So keep in the loop with our newsletter.

Where do you ship from?

Most of the items will be delivered directly from selected warehouses in Hong Kong, while some items will be delivered directly from Amazon warehouses in USA. The specific delivery address needs to be arranged by our staff according to the inventory and timeliness of the items.

How many items can I order per month?

Please note that all of our products are limited to 500 PER each shade (or item) for every PERSON per month unless otherwise stated. Our store is setup to block any orders that contain more than this quantity for a product, however if you exceed this limit, your order will be automatically cancelled and refunded in full.

We do this to ensure that everyone has a fair chance to enjoy these products, so please be mindful of this!!

How much is shipping?

All shipping rates will vary depending on a few different factors, some of which include:

  • - Domestic vs International shipments
  • - Total weight of package
  • - Selected shipping method

We ARE NOT RESPONSIBLE for ANY fees required by customs for any reason. All shipping fees we require will be clearly shown to you alongside the service and estimated transit time upon checkout.

How long does shipping take?

Our hours of operation for shipping are Monday through Saturday, 8 a.m. to 6 p.m. PST, excluding Sunday and major holidays. Orders will ship 1 business day after you order. *NOTE: during restocks, new releases & special promotions, there can be an additional 2-3 business days of processing time!

Transit times will vary based upon a few different conditions, including but not limited to:

• Total distance between us and you
• Whether your parcel is USA shipment or international (everywhere else) shipment
• What delivery method you select

ESTIMATED transit times are as follows. Please note that this time frame is an estimate and not a guarantee.

United States:
• Standard: 7-9 Business Days
• Expedited: 3-6 Business Days
• DHL: 3 Business Days ($100 worth of insurance included)

INTERNATIONAL (Does NOT account for time spent at customs, border inspection facilities, etc):

• Standard: 7-11 Business Days
• Expedited: 3-6 Business Days
• DHL: 3 Business Days ($100 worth of insurance included)

Any inquiries regarding the exact location of your package should be made to the carrier directly.

If you’d like an update on your package’s status, simply contact our dedicated customer support team.

Are your products cruelty-free?

Yes, our whole line is cruelty-free! The product is for humans, not animals. We have also researched our manufacturers and know 100% that they don’t affiliate or get ingredients from places that are not cruelty-free!

How do I track my order?

Please allow between 1-2 Business Days for your tracking number to update once you receive your tracking number by email.
If you don't see the email in your inbox try checking your spam folder or add hello@boxtoheart.com to your safe sender’s list.

When will my favorite Boxtoheart product be back in stock?

Boxtoheart always announces his current re-stocks on his social media or via newsletter. Please subscribe for all announcements.

I couldn't find the answer I'm looking for here, what do I do now?

Send us an email! Our customer service team will be happy to help with any other question you may have! Send your name, the order number (if applicable), and questions to hello@boxtoheart.com. Our customer service teams will do their best to respond as quickly as possible, however please allow 12­ - 24 hours to receive a response. Also, we are only equipped to handle orders placed through boxtoheart.com and our Amazon Boxtoheart store, any orders placed through our retailers need to be handled by their respective customer service teams.

Do you want to carry us in your store?

We are always accepting any new wholesale accounts!

Do you accept wholesale?

Of course, we love working together with premium retailers around the world.

How do you apply for an interested sample?

Firstly, browse our website and find the product you are interested in, then copy the variations of the product.

Send us en email at hello@boxtoheart.com and mark the subject with "Apply Boxtoheart Sample".

Our team member will respond your email within 48 hours with the requirement and policy.

Do you welcome alliance cooperation and social network sharing cooperation?

Of course, we welcome the alliance cooperation of any platform, and at the same time, we will provide free products for everyone who is willing to share to experience and test.

If you wish to initiate a partnership, please contact us via email hello@boxtoheart.com