Customer Support Center

We have real people that can help you.
Before you submit a ticket, let’s see if your answer is below.

Order Tracking and Processing

We ship orders quickly! - generally within a 24 hour window. There may be processing delays during sale events and peak shopping days. We ship using the United States Postal Service.  Your order could take anywhere from 1 to 10 full business days in the continental USA. The USPS won't be able to help us for 10 business days after the order was shipped.  You should have a dated email from us that was sent when we processed your order, or you may view your orders in your account center.  (be sure to check your spam or junk folder). If its been longer than 10 business days, take the following actions.

If You Have An Account:

  1. Please note we are on a new server and any order placed before 2/22/16 will not be available to view in your account, look below for instructions
  2. Be sure you're logged into your account.
  3. Click your name in the upper right corner.
  4. Select Track Orders/View Past Orders
  5. Find the order you are wanting to contact us about.
  6. Select "Contact A Support Ninja" for this order.

If You Do Not Have An Account or your order was placed before 2/22/16:

  1. Find your order number from the email dispatched to you when you placed your order.  Have that handy.
  2. Fill in our generic support ticket form, being sure to include your order number.  You may also find your order number on the packing slip received with your order.

 

The tracking number for your order is available in multiple locations.

  1. In your account center.
  2. In your Order Completion email.

In both locations, your tracking number should be clickable

If You Have An Account:

  1. Be sure you're logged into your account.
  2. Click your name in the upper right corner.
  3. Select Track Orders/View Past Orders
  4. Find the order you desire to track.
  5. Select "Track Package" for this order.

If You Do Not Have An Account or if your order was placed before 2/22/16:

  1. Check your email for our Red Apple Lipstick Order Completed Email.
  2. Your tracking number will be located near the top.

 

Absolutely, we have a six month return/exchange policy. Here at Red Apple we stand firmly behind our product by offering you a 100% money back guarantee. If you are dissatisfied with a Red Apple product for any reason, or no reason at all, please send it right back to us  within 6 months of receipt and we will refund 100% of your original purchase.

You are also welcome to exchange your item for another of same or lesser value. If there is a price difference between the items you would like to exchange please include a check for the difference, or you may call us if you would like to use a credit card. If the price of the exchanged item is lower, we will refund you the difference. All you have to do is return the package, and we will handle the rest!

 Follow the instructions located here.

 

Absolutely, we have a six month return/exchange policy.

 Follow the instructions located here.

The shipping costs for U.S. Orders under $50 are shipped flat rate for $6.30. U.S.Orders of $50 and over receive FREE shipping but please note that the shipping time frame is the same as the flat rate shipping. Priority Shipping is $12.50. We offer "First Class” shipping to Australia and Canada for $14. The USPS cost for international handling and priority shipping is $27.00. This fee includes all shipping costs on our end and postage. International customers please note that this does not include taxes, duties and fees that your country may charge.

OH NO!  Please let us know of missing items right away.

Method 1: Call customer support Mon-Fri 10am - 1pm CST 1-877-897-LIPS

Method 2:

If You Have An Account:

  1. Please note we are on a new server and any order placed before 2/22/16 will not be available to view in your account, look below for instructions
  2. Be sure you're logged into your account.
  3. Click your name in the upper right corner.
  4. Select Track Orders/View Past Orders
  5. Find the order you are wanting to contact us about.
  6. Select "Contact A Support Ninja" for this order.

If You Do Not Have An Account or your order was placed before 2/22/16:

  1. Find your order number from the email dispatched to you when you placed your order.  Have that handy.
  2. Fill in our generic support ticket form, being sure to include your order number.  You may also find your order number on the packing slip received with your order.

 

DOMESTIC USA

If your domestic order has not arrived after 14 business days of your expected delivery date, and you have already contacted your local Post Office to trace the package and checked with neighbors in case of a mail mix up, then please contact customer care Mon-Fri 10am - 1pm CST 1-877-897-LIPS with your name and order id# and we will be happy to assist you.

 

INTERNATIONAL

If your international order has not arrived and it has been 8 weeks from the expected delivery date please contact Customer Care with your order id#. International shipping to some countries can take 4-8 weeks. We are not responsible for any delays caused by destination country's customs clearance processes.

 

Prefer to contact us online?  No Problem, here's how.

 

If You Have An Account:

  1. Be sure you're logged into your account.
  2. Click your name in the upper right corner.
  3. Select Track Orders/View Past Orders
  4. Find the order you are wanting to contact us about.
  5. Select "Contact A Support Ninja" for this order.

If You Do Not Have An Account:

  1. Find your order number from the email dispatched to you when you placed your order.  Have that handy.
  2. Fill in our generic support ticket form, being sure to include your order number.  You may also find your order number on the packing slip received with your order.

 

Account / Product Support

We have an amazing Lipstick Frustrations to Lipstick Sensations course you might find helpful. If you still are needing help we also have packages set up for consultations with either Ashley or Jay, find it here.

We have a way to notify you when an out of stock item is made again.

For any out of stock item, you will find a "Please Notify Me When Back In Stock" link instead of an add to cart button.

Uh oh, sorry about that. Let’s check on a few things. Often times there is confusion between having an account for ordering and our free VIP club. The biggest difference between these being the VIP club calls just for your email but there is no password set up. If you’ve requested your password and have not received a password recovery email this is most likely the case. You can create an account by going to the sign up page. This is helpful for keeping track of orders. You are always welcome to check out as a guest if you prefer. Still need help? Call us Mon-Fri 10am - 1pm CST 1-877-897-LIPS

Questions About a Specific Order?

If the above solutions, did not answer your question. Feel free to contact one of our RAL support ninjas.
If this this is about a specific order, please include your order number in the support request and as many details as possible. You can find your order number in your order email or on your packing slip. Without the order number it will take much longer to provide you the great support be pride ourselves on delivering!
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