iGuard Package Protection FAQ

iGel Beauty is proud to partner with third-party package protection and shipping insurance. By selecting "Package Protection" at checkout, your order will be protected from damage, loss, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily receive a reimbursement or reshipment directly through iGel Beauty.

Yes, this means you will no longer have to file a claim through the shipping insurance company; we'll handle the logistics. For damaged package cases, you will receive an immediate resolution directly from iGel Beauty after you have provided photo documentation of the damaged order.

For delivered-not-received cases, you will receive an immediate resolution (reshipment or refund) directly from iGel Beauty after completing an online affidavit from the insurance company and/or after providing a police report.

For the low cost of 3% of your order subtotal, or at the minimum of 0.75 per order, you can insure your ENTIRE order!

Please note that these costs above must be paid in full for package protection to be authorized. If you have any questions or concerns about the cost for your order, please contact us at cs@igelbeauty.com

*All order issues must be initialized to iGel Beauty in the time requirements below. iGel Beauty and iGuard are not responsible for orders that fall outside the below terms and conditions.

To file a claim, please email cs@igelbeauty.com


What if my order never arrives or is stolen?

A package is considered lost when your tracking has been stuck for 10 business days (domestic) or 20 business days (international).  Additional days may be required due to peak times or delays announced by the courier.  A reshipment of your order will be placed if the terms permit.

A package is considered stolen if your tracking is marked delivered but has not been received after 3 business days and is unable to be located after speaking to your neighbors and your local post office. If this is the case, kindly reach out to us to confirm that you still haven't received your package after 3 business days from the day it was marked delivered so we can start our claims process.  Depending on the courier, please complete the online affidavit that will be provided by our customer service representative through a link from the insurance company, or kindly file a police report; in most counties, this is easily done online.  Once you submit a screenshot of the police report to us, we will immediately reship your order! No more waiting for a resolution by the insurance company; leave all of that up to us!


What if my order is damaged?

All order issues must be reported to iGel Beauty within 30 days of the package being marked as delivered.

If your order is damaged upon arrival, there are three options for reimbursement: a reshipment, a gift card that can be used instantly and never expire, or we may process a refund to the original method of payment, which may take 3-5 business days. 

Please email us at cs@igelbeauty.com with the following information:

  • Your Order #
  • Photo of the condition the package arrived in.
  • Was your order packaged adequately?
  • Photo of the broken, damaged, or spilled items
  • List of the broken, damaged, or spilled items
  • Method of Reimbursement: gift card, direct refund, or reshipment.

This will help us improve our quality assurance procedures and address any issues with the courier to prevent this from happening again.


What if my order is incorrect or missing items?

We're so sorry to hear that this has happened! We would love to rectify this situation ASAP. We take these concerns very seriously and will do everything we can to make things right.

Please contact us at cs@igelbeauty.com with the below information so we may expedite the processing of your claim:

  • Order #
  • Name of product(s) not received
  • Did you receive anything that you did not order instead?
  • Did you notice any tampering with your package? (Rips, holes, "re-taping") If so, may you please provide a photo?
  • Method of reimbursement: gift card, direct refund, or reshipment.

Any order issues must be notified to iGel Beauty within 30 days of receipt.