IPSY offers a Multi-Order Escalation process for members facing issues across two or more consecutive subscription shipments, such as missing items, tracking glitches, or damaged products. Customers should gather order details, specific issues, and photos before contacting IPSY Care with a clear email template. Escalations are prioritized for senior support, who may provide replacements, IPSY Points, refunds, or initiate carrier investigations to resolve delivery problems.
If you’ve noticed issues across multiple IPSY Glam Bags, BoxyChams, or Icon Boxes, we are here to get everything sorted out for you as quickly as possible. While our team works hard to ensure every monthly shipment arrives perfectly, we understand how frustrating it is when a pattern of issues occurs.
Follow this guide to understand how we handle multi-order escalations and how to submit your request for a swift resolution.
What is a Multi-Order Escalation?
A Multi-Order Escalation occurs when a member experiences consecutive or widespread issues across two or more separate monthly subscription shipments. This includes scenarios such as:
Consecutive Missing Items: Specific add-ons or choice items missing from multiple months.
Repeated Tracking Glitch: Multiple tracking numbers showing as "Label Created" but never updating or moving past a carrier facility.
Recurring Damage: Multiple shipments arriving damaged due to a recurring transit issue.
Instead of treating these as isolated incidents, our dedicated Tier 2 Support Team reviews your account holistically to identify warehouse or carrier patterns and apply a permanent fix.
Information to Gather Before You Write In
To fast-track your escalation and avoid back-and-forth emails, please gather the following details for each affected order:
The Order or Tracking Numbers: Locate these in your IPSY Account > Membership > Order History.
Specific Issues per Month: Keep it simple—clearly state what went wrong with each specific box (e.g., "January Glam Bag was missing the Glow Recipe Serum; February Glam Bag arrived with a shattered eyeshadow palette").
Photos of Product Labels/Boxes: If items arrived damaged or you received the wrong products entirely, take clear, well-lit photos of the items next to their retail boxes or shipping labels.
How to Submit Your Multi-Order Escalation
When contacting IPSY Care, structuring your request clearly ensures it gets routed to our escalation team immediately.
📝 Recommended Email Template
Subject: Multi-Order Escalation Request - [Your Account Email]
Body:
Hello IPSY Care,
I am writing to request a multi-order escalation review for my account, as I have experienced issues with my last [Insert Number, e.g., two] consecutive shipments.
Order 1 Details:
Month/Order #: [e.g., January Glam Bag Plus / Order #123456]
Issue: [e.g., Damaged item / Missing Choice item]
Tracking Number: [Insert Tracking]
Order 2 Details:
Month/Order #: [e.g., February Glam Bag Plus / Order #789101]
Issue: [e.g., Entire package lost in transit]
Tracking Number: [Insert Tracking]
I have attached the relevant photos of the damaged items/labels for your reference. Because this is affecting multiple subscription cycles, I would appreciate a holistic review of my account for applicable refunds or replacement shipments.
Thank you,
[Your Name]
What to Expect Next
Priority Routing: Tickets flagged with multiple affected order numbers are automatically prioritized for our senior support specialists.
Resolution Options: Depending on product availability, our escalation team will issue replacement shipments for the missing/damaged goods, apply IPSY Points to your account for future redemption, or process direct refunds back to your original payment method.
Carrier Investigation: If your escalation involves multiple lost packages from the same carrier, our logistics team will open an internal investigation with the shipping provider (DHL, FedEx, or USPS) to resolve regional delivery disruptions.
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