Frequently Asked Questions : FAQ

How do I order?

You can either order directly from our website, email us with your order or call us toll free at 1-855-288-7391. Our toll free line is open from 11am to 7pm Pacific Standard time from Monday to Friday.

How do I pay?

You can pay on our website with MasterCard, Visa, American Express, Discover or a Paypal account. If you would like to pay by Paypal, please email us or call in your order so we can send you a Paypal invoice, the option to pay by Paypal is not available on our website.  We can also take Visa, MasterCard, American Express and Discover card orders on our toll free line. If you would like to email us instead, we can take an order via email and send you an electronic invoice for the total which can be paid via credit card or Paypal. We also accept money order, cashiers checks, direct bank transfer and Western Union wire transfer, email us for details on how to pay using these methods.

Where are we located?

Canada
3871 North Fraser Way, Unit 2
Burnaby BC V5G5J6
Canada

USA
Po Box 661
Point Roberts WA 98281
USA

Do I have to pay import taxes or sales taxes?

If you live in the USA, there is no import taxes for orders less than $800 USD.  If you live in Canada, there is HST.  If you live in BC, there is 12% HST.  If you live internationally (UK, Europe, Asia, Southeast Asia, etc..) there are no taxes charged leaving Canada, however, be sure to check your own countries importation rules and customs taxes to see if there may be some taxes incurred by your government.

How long it take to receive my order?

If you live in the USA we ship via USPS or UPS, the shipping times provided at checkout are the average shipping times to your area, please note that these shipping times do not include warehouse handling time, which may be 1-2 business days depending on what you are ordering.

If you live in Canada, we ship via Canada Post or UPS, the shipping times provided at checkout are the average shipping times to your area, please note that these shipping times do not include warehouse handling time, which may be 1-2 business days depending on what you are ordering.

If you live in Europe, Asia, Australia, New Zealand, South America it will take 5-9 business days from the date your payment clears for tattoo kits, 7-12 business days for parts, supplies, inks, permanent makeup kits and tattoo machines.

How can I track my order?

You will receive a tracking email within 24 hours of shipment processing.  If you do not receive this email, please check your spam folder as the email sometimes gets blocked by email filters.

How does the warranty work?

  • Items designated as Equipment will include: foot switches, power supplies, battery packs, autoclaves and anodizers.
  • Customers have (48) hours after receipt to evaluate machine for irregularities. If any irregularity is found, a replacement will be provided once the original machine is returned. After the initial (48) hour timeframe, any irregularity will be evaluated by the manufacturer under their warranty specifications.
  • If you are experiencing issues with your machine, and the machine is within the warrantied time, please follow these steps:
  • Email support@perpetualpermanentmakeup.com describing the issues you are experiencing with the machine. Please include the invoice number, if you do not have your invoice number, please provide the email address or Name associated with the account.
  • We will confirm your machine is under warranty, contact the manufacturer about the issue you are experiencing and provide a resolution to fix the machine if one exists.
  • We will be in contact with you about the next steps moving forward once we identify the issue as each manufacturer has a different resolution for each matter.

Shipping Information

USA
We ship via USPS or UPS, the shipping times provided at checkout are the average shipping times to your area, please note that these shipping times do not include warehouse handling time, which may be 1-2 business days depending on what you are ordering.

Canada

We ship via Canada Post or UPS, the shipping times provided at checkout are the average shipping times to your area, please note that these shipping times do not include warehouse handling time, which may be 1-2 business days depending on what you are ordering.

International – Any country outside of North America

International orders are shipped via USPS International Priority. Typical shipping times is 7-12 business days. Tracking email is sent to you within 24 hours of shipping, if you do not receive it, please check spam folder.

Warranty on Products

All Perpetual products come with a 6 month comprehensive warranty. We pride ourselves with excellence in our products quality and our service to you.

Return Policy

Requirements for Return

  • Items must be in new condition
  • Items must be returned with all original packaging and accessories
  • Items must be received within 30 days of delivery date*
  • There are no Refunds on orders paid via COD. Store Credit will be provided for any product that may be damaged or lost in transit. Orders must be checked upon delivery and reported to shipping partner if there is visible damage to packaging.
  • Customers have (48) hours after receipt to evaluate product for irregularities. If any irregularity is found, a replacement will be provided. After the initial (48) hour timeframe, any irregularity will be evaluated by the manufacturer under their warranty specifications.

How do I return an item?

Simply email us at support@perpetualpermanentmakeup.com with the following information:

  • Order Number
  • Item to return
  • Item condition
  • Reason for return

* We will get back to you within 24 business hours, excluding Holidays.

We are closed on Saturday & Sunday.

Resolution:

  • We process store credits for the cost of the item on all returns. Refunds are not an option due to the nature of the products.
  • Once you have emailed support@perpetualpermanentmakeup.com and all return requirements are met; you will receive a return authorization.
  • Please include the Return Authorization in your return package. Pack your item securely, use a sturdy box and include padding such as packing bubbles or in a self-adhesive padded envelope. Send back in secure packaging to the address provided on the return authorization within thirty (30) days of original purchase.
  • If the returned item is missing any parts or is damaged during return shipping because it wasn’t packaged correctly, the buyer assumes responsibility.

I’ve returned my item, how soon will the return be processed?

  • Once the return is received at our warehouse, it can take from 3 to 5 days to process the return. Once the return is processed you will receive an email indicating that the return has been authorized and we will process the store credit for the return.

Defective or incorrect items return policy

If you received a defective or broken item, please email our Customer Support Team at support@perpetualpermanentmakeup.com.

Tattoo machine/equipment return policy

  • Items designated as Equipment will include: foot switches, power supplies, battery packs, autoclaves and anodizers.
  • Customers have (48) hours after receipt to evaluate machine for irregularities. If any irregularity is found, a replacement will be provided once the original machine is returned. After the initial (48) hour timeframe, any irregularity will be evaluated by the manufacturer under their warranty specifications.
  • If you are experiencing issues with your machine, and the machine is within the warrantied time, please follow these steps:
  • Email support@perpetualpermanentmakeup.com describing the issues you are experiencing with the machine. Please include the invoice number, if you do not have your invoice number, please provide the email address or Name associated with the account.
  • We will confirm your machine is under warranty, contact the manufacturer about the issue you are experiencing and provide a resolution to fix the machine if one exists.
  • We will be in contact with you about the next steps moving forward once we identify the issue as each manufacturer has a different resolution for each matter.

FAQs & Resources

Areas Served in the United States

We ship to the United States from Point Roberts in Washington. Below are some cities where our customers reside in.

  • Washington: Seattle, Spokane, Tacoma
  • Oregon: Portland
  • California: Los Angeles, San Diego, San Jose, San Francisco
  • Georgia: Atlanta, Augusta
  • Nevada: Las Vegas, Henderson, Reno
  • Illinois: Chicago
  • Alabama: Birmingham, Montgomery
  • Arizona: Phoenix, Tucson, Mesa
  • Arkansas: Little Rock
  • Colorado: Denver, Colorado Springs, Aurora
  • Connecticut: Bridgeport, New Haven , Hartford
  • Delaware: Wilmington
  • Florida: Jacksonville, Miami, Tampa
  • Idaho: Boise City
  • Indiana: Indianapolis, Fort Wayne
  • Iowa: Des Moines
  • Kansas: Wichita
  • Kentucky: Louisville, Lexington-Fayette
  • Louisiana: New Orleans, Baton Rouge
  • Maine: Portland
  • Maryland: Baltimore
  • Massachusetts: Boston
  • Michigan: Detroit, Grand Rapids
  • Minnesota: Minneapolis, St. Paul
  • Mississippi: Jackson
  • Missouri: Kansas City, St. Louis
  • Montana: Billings
  • Nebraska: Omaha, Lincoln
  • New Hampshire: Manchester
  • New Jersey: Newark, Jersey City
  • New Mexico: Albuquerque
  • New York: New York City, Buffalo, Rochester
  • North Carolina: Charlotte, Raleigh, Greensboro
  • North Dakota: Bismarck
  • Ohio: Columbus, Cleveland, Cincinnati
  • Oklahoma: Oklahoma City, Tulsa
  • Pennsylvania: Philadelphia, Pittsburgh
  • Rhode Island: Providence
  • South Carolina: Greenville, Columbia, Charleston
  • South Dakota: Sioux Falls
  • Tennessee: Nashville, Memphis
  • Texas: Houston, San Antonio, Dallas, Austin
  • Utah: Salt Lake City
  • Vermont: Burlington
  • Virginia: Virginia Beach
  • West Virginia: Charleston
  • Wisconsin: Milwaukee, Madison
  • Wyoming: Cheyenne