Frequently Asked Questions
Quick answers about SecretsID professional lash, brow and hair care products, ordering, shipping and returns. Anything else: contact@secretsid.com or 1-800-890-4312.
Products
Is SecretsID Lash Shampoo oil-free and pH-balanced?
Yes. Our lash shampoo is oil-free and pH-balanced, and formulated for the eye area. The bulk formats (1 L eco-refill pouch, 2 L eco-refill kit and 3.98 L gallon) are also alcohol-free, sulfate-free and paraben-free.
Are SecretsID products safe for eyelash extensions?
Yes. Every SecretsID lash cleanser is oil-free, which protects the adhesive bond of eyelash extensions, and our lash formulas are made for the eye area. Fragrance-free versions are available for sensitive eyes and for salons that prefer unscented products.
Can the lash shampoo be used on volume lashes?
Yes. It works with classic, hybrid, volume and 3D extensions; volume fans reopen once the lashes are dried and brushed. It also works on lash lifts, brow laminations and natural lashes.
Is a fragrance-free lash shampoo available?
Yes. The 1 L and 2 L eco-refills are fragrance-free only. The 3.98 L gallon comes fragrance-free or in Tangerine-Mango, Bubble Gum, Passion Fruit, Green Apple or Cherry, and the 60 mL trial size and the retail display pack also come in fragrance-free or scented versions.
What is the difference between the 1 L pouch, the 2 L kit and the 3.98 L gallon?
Same professional foaming formula, three sizes. The 1 L eco-refill pouch fills 20+ foaming bottles of 50 mL (40 when diluted 1:1 with distilled water) and is the entry point into bulk. The 2 L eco-refill kit fills 40+ bottles (80 diluted) and comes with 50 aftercare cards. The 3.98 L (1 US gallon) jug fills up to 80 bottles (160 diluted), comes with a dispensing pump and 50 aftercare cards, and is available in 7 scent options.
Can I try a product before buying in bulk?
Yes. A 60 mL trial size of the lash shampoo (one per client), a 60 mL sample of Lash Bond + Prep and an 8 mL sample of the lash and brow serum are available on secretsid.com.
Where are SecretsID products made?
In North America, at our production sites in Canada and the United States; each unit is labelled with its production site. The lash and brow serum and the lash shampoo concentrate are made in Canada.
Ordering
Do you sell to professionals only?
No. Our formats are built for lash technicians and salons, but anyone can order. Retail sizes (60 mL and 100 mL) are on the site, and the 18-bottle retail display pack lets lash techs resell the shampoo to their own clients.
Do you offer bulk or wholesale pricing?
Yes. Bulk formats are our specialty: 1 L and 2 L eco-refill lash shampoo, 3.98 L (1 gallon) jugs, 500 mL Lash Bond + Prep primer kits and 120 mL lash and brow serum DIY kits, all at professional pricing on secretsid.com. Distributor and salon-chain pricing is available on request at contact@secretsid.com, and retailers can also order through Faire.
Do you have discount codes or promotions?
Promotions are announced to our email subscribers first: sign up at secretsid.com to receive them. Standard shipping is free on orders over $200 before taxes in Canada and the contiguous United States.
Do you have retail store locations?
No. SecretsID sells online, at secretsid.com and on Amazon.
How can I contact customer service?
Email contact@secretsid.com or call 1-800-890-4312, Monday to Friday, in English or French.
Shipping and delivery
How long does delivery take?
Orders are prepared within 1 to 2 business days. Standard delivery takes 1 to 9 business days in Canada and the United States; express delivery in Canada takes 1 to 3 business days. You receive a tracking number by email as soon as your parcel leaves.
Do you offer express shipping?
Yes, for Canadian addresses: express delivery (1 to 3 business days) is offered at checkout. Orders to the United States ship by standard delivery (1 to 9 business days).
Do you offer free shipping?
Yes. Standard shipping is free on orders over $200 before taxes, in Canada and the contiguous United States (territories and islands without road access excluded). Below $200, rates are calculated at checkout.
Will I pay customs duties or extra fees on delivery?
No. All duties and customs fees on orders shipped to the United States are prepaid, whether your parcel ships from our US fulfillment centres or from Canada. Nothing is collected at your door.
Where do orders ship from?
From our US fulfillment centres for products stocked in the United States, or from our facility in Quebec, Canada. Your shipping confirmation tells you where your parcel ships from.
Do you ship internationally?
We ship to Canada and the United States. For any other country, contact us at contact@secretsid.com before ordering so we can confirm shipping and customs options.
Returns
What is your return policy?
Our refund policy lasts 30 days from purchase. Conditions and the return process are on our Returns and Refunds page.
Full shipping details: Shipping Policies.