Jonesroadbeautny Customer Service Policy

At Jonesroadbeautny, we’re committed to providing exceptional support for every customer—just as we’re committed to crafting clean, high-quality beauty products (from our Mascara to Peppermint Lip Gloss and beyond). This policy outlines how we’ll assist you at every step of your shopping journey, ensuring a smooth, trustworthy experience.

1. Contacting Our Customer Service Team

We’re here to help with questions, concerns, or feedback—reach out anytime via:

Our team aims to respond to all inquiries within 24–48 business hours (Monday–Friday, 9:00 AM–5:00 PM EST). For urgent matters (e.g., missing orders, damaged products), please include “URGENT” in your email subject line to prioritize your request.

2. Order Support

Order Confirmation

Immediately after placing an order, you’ll receive a confirmation email with your order number, item details, and shipping information. If you don’t receive this email within 1 hour, check your spam folder—or contact us with your name and shipping address to verify your order status.

Order Tracking

Once your order ships, we’ll send a tracking link to your email (typically within 1–2 business days of purchase). If tracking isn’t updating or your package is delayed, email us with your order number, and we’ll assist in resolving issues with our shipping partners.

3. Returns & Exchanges

We want you to love your Jonesroadbeautny products. If you’re unsatisfied for any reason, we offer:

  • Returns: Eligible for unused, unopened products (in original packaging) within 30 days of delivery. To start a return, email us with your order number, the product name, and reason for return—we’ll send a prepaid return label and instructions. Once we receive and inspect the item, we’ll process a full refund to your original payment method within 5–7 business days.
  • Exchanges: Available for unused, unopened products (in original packaging) within 30 days of delivery. Email us to request an exchange (e.g., swapping a Peppermint Lip Gloss shade or adjusting Mascara quantity), and we’ll guide you through the process to ensure you get the right product quickly.

Note: Due to hygiene standards, used or opened beauty products (e.g., tester-sized items, products without original seals) are not eligible for returns or exchanges.

4. Product Inquiries & Safety

We’re happy to share details about our clean formulas, ingredient lists, or product usage (e.g., how to apply our Mascara for best results, skin types suited for our Peppermint Lip Gloss). If you experience a reaction to any product, stop use immediately and contact us—we’ll provide guidance and assist with a return if needed.

5. Feedback & Improvements

Your input helps us grow! Whether you have a suggestion for a new clean beauty product, feedback on our service, or praise for a favorite item, email us at [email protected]. We review every message and use feedback to enhance our products and support.

At Jonesroadbeautny, customer trust matters as much as our clean ingredients. We’re dedicated to making your beauty journey easy, enjoyable, and worry-free—thank you for choosing us.