Dear Dayana,

Thank you for sharing your experience, and we are sorry for the inconvenience caused by the carrier losing your original shipment in transit.

Once the tracking indicated that the package had likely been lost, our team allowed a short period of approximately 2 days for the carrier to locate and recover the shipment. When it became clear that the package was not going to resume transit, we immediately arranged a replacement shipment for you at no additional cost.

We are pleased to confirm that the replacement shipment has since been successfully delivered.

As outlined in our Shipping Policy, carrier delays, disruptions, or packages lost in transit can unfortunately occur after an order has been handed over to the shipping carrier. When this happens, our team works with the carrier and takes the appropriate steps to resolve the situation as quickly as reasonably possible.

We fully understand that the Plamere Needle Collet is an important component of your professional equipment and that the delay was particularly frustrating because it affected your ability to perform treatments. We sincerely regret the disruption this caused.

We appreciate your patience while we worked to resolve the carrier issue and are glad that your replacement has now arrived.

Kind regards,
FACE VITAL Team