Orders

Order Processing

What if I don't feel comfortable providing my credit card information online?

You may submit your order via telephone at 1-877-310-9222. Our Online Customer Service Experts are available to assist you.

  • Orders are processed and shipped on business days only (Monday through Friday, excluding Holidays).
  • Orders placed on Holidays or Weekend Days will be processed the following business day.
  • Orders with Standard Service are processed within 1 - 2 business days.
  • Orders with Priority Shipping will be processed the same day if received by 2:00 PM EST (except major holidays). Please allow 7-10 business days for delivery of your order.

Order Status

Where is my order?

You can access your order status and history by signing in and viewing in your account. You may also reach us for status updates at 1-877-310-9222 or email us.

Check the status of your most recent orders at bobbibrowncosmetics.ca. Click on the Order Status link and login to your Account to view the status of your orders.

To track your order, click on the tracking number next to the order to view the delivery status of your order.

*Please note: Some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

Order Cancellations

If you would like to cancel an online order after it has been placed, please contact us by phone at 1-877-310-9222 within one hour of placement. We will do our best to accommodate your request. Once an order is processing, we regret that it cannot be changed or cancelled.

An order, or part of an order, may be cancelled because:

  • Item(s) are not available
  • Difficulty in processing payment information
  • Cannot ship to the address provided
  • A duplicate order was placed
  • By customer request
  • Purchase limits have been exceeded

If your order is cancelled, you will receive an email notice to advise you of the cancellation. You will not be billed for any cancelled items. If you have questions about a cancelled order, please contact our Online Service Experts at 1-877-310-9222.

Temporarily Out of Stock / Backordered Items

If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. Please be assured that you will not be charged for any item until it is shipped. If for any reason you wish to cancel a backordered item prior to its shipment, please contact us at 1-877-310-9222 and we will be happy to assist you.

Maximum Purchase Policy

We must limit orders to six of any single item and 14 total items, with a maximum purchase of CA $750 per customer. In addition, we must also limit orders to no more than three (3) orders per customer per day. Orders exceeding these limits are subject to cancellation. If you have any questions Contact Us and we will be happy to assist.

Payment Options

We accept the following payment methods:

  • American Express
  • Discover
  • MasterCard
  • Visa

We do not accept:

  • CODs
  • Layaway plan
  • Personal checks
  • Money orders

Important information: For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Payment Authorization

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

Payment Authorization Holds

When placing an order using a credit card or debit card, two transactions will be posted to your account.

  1. The issuing bank for your payment card will place a hold on the funds in your account in the amount of your purchase when an order is authorized. This action reserves the funds for the pending charge.
  2. You will subsequently be charged for the order which removes the funds from your account. The charge may vary from the amount of the authorization hold if the order is altered or cancelled prior to shipment.

If an order is cancelled, the authorization hold will be removed by the issuing bank as per their policies. Each bank determines the time an authorization hold is kept on an account before it is released. For details on the removal of authorization holds, please contact the issuing bank’s customer service.

Sales Tax

We are required by law to collect state sales tax on orders being shipped to the following states - AL, AZ, CA, CO, CT, DC, FL, GA, HI, ID, IL, IN, LA, KS, KY, MA, MD, ME, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, PA, RI, TN, TX, VA, VT, WA, WI, and all Canadian provinces and territories. Sales tax will be assessed on the total purchase*, including shipping/handling charges (as required). If you have questions regarding sales tax, please feel free to Contact Us.

Security Online

At Bobbi Brown, we understand how important security is to you. When you place an order at bobbibrowncosmetics.ca, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We employ government approved encryption software. To find out more about SSL encryption software go to:

http://compnetworking.about.com/cs/securityssl/g/bldef_ssl.htm?terms=ssl

In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:

  • AOL 5.0 and higher
  • Internet Explorer 5.0 and higher
  • Mozilla Firefox
  • Netscape 6.0 (Windows only)
  • Safari
  • Google Chrome

Promotional Offer Codes

Simply enter your offer code in the text box marked “Offer Code” on the Billing page during the Checkout process. When an offer code is accepted, it will be displayed on the “Order Review” page. Please Note: Offer codes are case sensitive and should be entered exactly as they appear. Only one offer code may be used per online order.

Pre-Orders

Q: What should I expect if I purchase a “Pre-Order” item?
A: Pre-Order is the ability to reserve a product prior to its official launch date. When you purchase a Pre-Order item, we will provide an estimated ship date for that item during the checkout process and in your order confirmation email. If you have an account, this date is also visible in the Order History section. Pre-Order items may ship separately from other items in your order, and you will receive a shipping confirmation email when the shipment occurs. If multiple shipments occur, you will not be charged additional shipping, and any samples or promotional items ordered will be included in your first shipment.

Q: When will I be charged for a Pre-Order purchase?
Bobbi Brown Online Canada does not charge your credit or debit card until your item(s) has shipped. However, prior to shipment, your debit or credit card statement may show an “authorization hold,” which may look similar to a deduction from your account. These funds have not been deducted but are instead being reserved within your account to ensure that your order can be processed. The authorization hold will typically last from three to seven days, depending on the policy of your bank or card issuer.

Q: How can I cancel or edit a Pre-Oder purchase?
You can check the status of your pre-ordered items online at www.bobbibrowncosmetics.ca if you have an account, or by contacting Bobbi Brown Online Canada Customer Care. If you need further assistance or wish to cancel or make a change to your pre-order before it ships, please contact Customer Care at 1.877.310.9222 or by email at bobbibrownservice@bobbibrown.com.

Please note that any modifications to your order, including changes to your shipping address or payment method, must be made by cancelling your original order and placing a new order with the updated information and is subject to inventory availability at the time of the new order.