PROBLEM WITH YOUR ORDER?

IF YOU HAVE A PROBLEM WITH YOUR ORDER OR RECEIVE DAMAGED PRODUCTS:  

Please note the following so we can address it immediately.

PLEASE INCLUDE THE ORDER NUMBER IN THE SUBJECT LINE 

Please do not respond directly to your order or shipping confirmation... 

Email us at dawn@dawnlorraine.com 

We need specific information for tracking spoilage and damage,
filing usps claims, addressing lab issues and for record keeping.

 

IF YOUR ORDER HAS NOT ARRIVED:
Please check the tracking information in your shipping confirmation email before contacting us.
Often your package is just delayed or you have more than one package arriving at different times.
If the package states that it was delivered USPS will not reimburse for the loss. 
If you are in a business suite with other businesses please check with your neighbors to
determine if your order was delivered to the wrong business. 
Please also contact your local post office to inquire using the tracking information.
Often your package is at your local post office. 
 
IF YOU RECEIVE A DAMAGED BOX:
Please take a picture of any damage to the package
and the shipping label before opening it.
 
IF YOU HAVE DAMAGED OR BROKEN ITEMS:
Please take photos of each item with the dates on the bottom.
 
IF YOU HAVE A SPOILED PRODUCT OR PRODUCTS ARE MISSING:
Please list each product,  the size and quantity and dates on the bottoms of the container.
Please include a photo of each. 
 
Please always include the order number and date on all messages to us to expedite addressing the problem.

 

Please save us time and energy by checking our retail FAQ for commonly asked questions

or our Wholesale FAQ and video trainings for professionals before emailing us with questions. Thank you. 

Also please do not contact us on Social Media for important ordering, product or wholesale questions.