1212gateway

FAQs

1212 Gateway Support Team: Please allow 1 business day for responses. Reach us at support@1212gateway.com

Q: Is shopping on 1212Gateway.com secure?

A: Absolutely. We use established vendors to host our site and manage our transactions.

Q: Does 1212 Gateway test on animals?

A: We do not test our products on animals.

Q: Are 1212 Gateway products vegan?

A: Most of our products are vegan, but we do have some products that contain beeswax. Please check the ingredient list for more information.

Q: Are 1212 Gateway products available fragrance-free?

A: Only the eye cream is fragrance-free currently, although we are hearing a great deal of interest, so watch this space.

Q: What skin types are 1212 Gateway products suitable for?

A: Our products are suitable for all skin types.

MY ORDER

Q: Help! My order is missing, what do I do?

A: Contact us at “support@1212Gateway.com” with your order # and we will assist you.

Q: Can I change or cancel my order?

A: You may cancel or change your order within 24 hours of placement.

Q: How can I track my order?

A: After you place your order, you will receive a tracking number from the courier via email.

Q: My order is missing an item(s), what should I do?

A: Contact us at “support@1212Gateway.com” with your order number so we can assist you.

Q: I received faulty and/or damaged items, what should I do?

A: Contact us at “support@1212Gateway.com” with your order number so we can assist you.

SHIPPING, RETURNS & EXCHANGES

Q: How much does shipping cost?

A: Shipping costs are dependent upon size, weight, and ship-to address. You will receive a price prior to shipment.

Q: To which countries can 1212 gateway ship product?

A: International transaction regulations vary by country, and by US regulations.  Rest assured that all our products are developed with the highest global standards.  But if there is any problem with importation, we will gladly refund your order.  Simply contact us at support@1212Gateway.com with an explanation and supporting documentation, and we will refund your payment to your credit card.

Q: How will my order be shipped?

A: Most orders are sent via UPS, FedEx, USPS, or DHL (international) depending upon location and shipping preference.  Overseas customers are responsible for any VAT and/or import duties, which vary by country.

Q: How long does shipping take?

A: Shipping times depend upon the method of shipment, seasonal variations, and the ship-to address.  When you receive the shipping details, it will contain an estimated date of delivery. For ground, domestic orders, we usually allow up to a week for processing and 4-5 business days for domestic delivery.

Q: How do I place a return or exchange?

A: Due to COVID-19 and health + safety reasons, we do not accept returns.  If your product has been damaged in transit, and we paid the shipping, please send us a photo at support@1212Gateway.com, and we will send a replacement.  If you paid the shipping, please contact your courier directly.

BILLING

Q: When will my credit card be charged?

A: Your credit card will be charged at the time of order.

Q: What forms of payment do you accept?

A: We accept all major credit cards and PayPal, ShopPay, and Apple Pay.

Q: What can I do if my payment is declined?

A: Please contact your credit card provider.

Q: I received an error message when trying to checkout, what do I do now?

A: Please double check that billing, address, and other required info is filled in correctly. If all information is accurate, you may wish to contact your credit card provider, or simply try again later.

Q: How do I edit my billing information?

A: In the check-out process, you will be asked both for your billing address and your shipping address.

Q: How do I redeem a gift card or account credit?

A: During check-out, there is a field for discount and credit codes.

OTHER

Q: The item I want is out of stock, what do I do?

A: If we are confident in the replacement date, we will offer a chance to pre-order.  If there is uncertainty regarding the replacement date, we simply ask you to try again later.

Q: Can I use multiple promo codes at checkout?

A: We can only accept one promo code per order.

Q: Can I use a promo code on top of another promotion?

A: No, unless otherwise noted.

Q: Can 1212 Gateway refill empty packaging?

A: Unfortunately, we cannot refill any packaging due to sanitation regulations and logistics; But all of our packaging and containers are recyclable, so we ask you please to recycle or reuse them.

ALLERGY

Q: I seem to be getting an allergic reaction from your product(s).

A: Our products have all been tested for skin sensitivities, and our ingredients are all-natural, but please stop using the product, and check with your doctor.  Our ingredients lists are both on the product and on the website.