Contact us

Introduction: We Are Here for You

At MARKWTDesigns LLC, we believe that exceptional customer service is not just a department; it is the backbone of our entire operation. We understand that when you choose to shop with us, you are placing your trust in our products, our shipping, and our promises. That trust is something we take very seriously. Whether you have a question about a specific product, need assistance with an order, want to inquire about wholesale pricing, or simply wish to share feedback, our team is ready and eager to help. We are not a faceless corporation hiding behind automated responses. We are real people who care about your experience and your success. This Contact Us page is your direct line to every corner of our company. Please never hesitate to reach out. We consider every interaction an opportunity to build a lasting relationship.

Our commitment to accessibility and transparency means that we provide multiple ways for you to get in touch. You can email us, call us, or even send traditional mail to our headquarters. We also offer a convenient online contact form that routes your inquiry to the appropriate department for the fastest possible resolution. Our goal is to respond to every inquiry promptly, professionally, and with genuine empathy. We know that sometimes you need answers quickly, especially if you are a salon professional with clients waiting or a beauty enthusiast in the middle of a project. That is why we have structured our contact options to offer speed, clarity, and reliability.

Below you will find all the information you need to connect with us. Please read through each section carefully. We have provided detailed guidance on the best way to reach us depending on the nature of your question. We have also outlined our response time expectations, business hours, and even tips for getting the fastest resolution. Our aim is to make contacting MARKWTDesigns LLC as seamless and stress-free as possible.

Our Physical Address and Headquarters

For those who prefer traditional correspondence, need to send documents, or wish to visit us (by appointment only, please contact us in advance), our headquarters are located at:

MARKWTDesigns LLC
1209 MOUNTAIN ROAD PL NE STE R
ALBUQUERQUE, NM 87110
UNITED STATES

Please note that our office is not a retail showroom. We operate a warehouse and administrative office at this location, but we do not have a public storefront. If you wish to pick up an order or visit in person, you must arrange an appointment at least 48 hours in advance by calling our customer service line or sending an email. Walk-in visitors cannot be accommodated due to security and operational reasons. However, we welcome scheduled visits from wholesale partners, bulk buyers, and media professionals. Please bring a valid ID and your appointment confirmation.

For mail returns, please do not send any packages to this address without first obtaining a Return Merchandise Authorization (RMA) number from our customer service team. Unauthorized returns may be rejected or delayed. Detailed return instructions are available in our Refund and Return Policy, but the address for authorized returns is the same as above, marked with “RETURNS DEPARTMENT” on the label.

Email Support: The Preferred Method for Detailed Inquiries

Email is often the best way to reach us, especially for complex questions, documentation, or issues that require investigation. Our email system is monitored throughout the business day, and we pride ourselves on fast, thorough responses.

General Customer Support:
lottiedelsie1vc@hotmail.com

This email address is monitored 7 days a week, although response times may be slightly longer on weekends and public holidays. When you send an email to this address, you will receive an automated acknowledgment within 30 minutes confirming that we have received your message and providing a ticket number. A real human being will then read your email and respond as quickly as possible. Our goal is to respond to all emails within 24 hours, and most are answered within 12 hours during weekdays.

To help us serve you faster, please follow these guidelines when emailing us:

  • Use a clear and specific subject line. For example: “Order #12345 – Missing Item” or “Question about Lash Adhesive Ingredients” or “Wholesale Inquiry – Salon Name”.

  • Include your full name and order number (if applicable) in the body of the email.

  • Describe your issue or question in detail. Attach photos or screenshots if relevant (for damaged products, incorrect items, etc.).

  • Specify what resolution you are hoping for (refund, replacement, exchange, information, etc.).

  • Avoid sending multiple emails about the same issue, as that can actually slow down our response because each email creates a new ticket. Instead, reply to the original thread.

Dedicated Email for Urgent Matters:
For truly urgent issues such as time-sensitive shipping changes, cancellation requests, or payment disputes, you may also use the same email address but add “[URGENT]” at the beginning of your subject line. Our system flags these emails for priority handling. However, please only use this for genuine emergencies. Abusing the urgent flag will result in slower service for everyone.

Telephone Support: When You Need to Speak to a Human Voice

We understand that sometimes an email chain is too slow or impersonal. For those moments, we offer telephone support. Our phone lines are staffed by trained customer service representatives who can answer many common questions immediately and escalate complex issues to the appropriate department.

Phone Number:
+8416812530380

Please note that this is an international number, but we serve customers in the United States and worldwide. Standard international calling rates may apply depending on your carrier. We are actively working on securing a toll-free US number, but for now, we have kept the number exactly as provided to ensure consistency with our records.

Phone Support Hours (Mountain Time – Albuquerque local time):

  • Monday to Friday: 9:00 AM to 6:00 PM

  • Saturday: 10:00 AM to 4:00 PM

  • Sunday: Closed for all phone support (but email remains available)

Please be aware that during peak seasons (holidays, major sales events, new product launches), call volumes may be high. You might experience wait times of up to 15-20 minutes. If you do not wish to wait, we strongly recommend sending an email, which will be answered within 24 hours. Alternatively, you can request a callback by leaving a voicemail with your name, phone number, and the best time to reach you. We return voicemails within one business day.

When you call, please have your order number (if applicable) and any relevant information ready. Our representatives will ask for your name and email address to pull up your account. They are trained to handle a wide range of issues, including:

  • Order status inquiries

  • Product questions (ingredients, usage, compatibility)

  • Shipping and delivery issues

  • Payment and billing questions

  • Returns and exchanges

  • Wholesale and bulk order requests

  • Technical issues with the website

What our phone representatives cannot do (for security and policy reasons):

  • Change your password over the phone (you must use the website’s password reset feature)

  • Process credit card refunds without a verified order number and reason

  • Override shipping restrictions or deliver to P.O. boxes where carriers do not allow it

  • Provide medical advice or claims about our products (always consult a doctor for allergies or medical conditions)

Online Contact Form: Quick and Structured

For those who prefer not to use email or the phone, we offer a convenient online contact form directly on our website at markwt.shop/contact. This form is designed to capture all the necessary information in a structured way, ensuring that your inquiry is routed to the correct department immediately. Using the form often results in faster resolution because our system automatically prioritizes based on the category you select.

The contact form asks for:

  • Your full name (required)

  • Your email address (required – we will reply to this address)

  • Your order number (optional but strongly recommended for order-related issues)

  • A subject line (choose from a dropdown: Product Question, Order Issue, Shipping, Returns, Wholesale, Partnership, Feedback, Other)

  • A message box where you can type your question or concern in detail

  • An optional file attachment (up to 5MB, accepted formats: JPG, PNG, PDF, DOCX) for photos or documents

Once you submit the form, you will see a confirmation message on the screen, and you will also receive an auto-reply email with a ticket number. Our team will then review your submission and respond by email within 24 hours on weekdays, or within 48 hours on weekends. Please do not submit the same inquiry multiple times, as that will not speed up the process and may actually delay it due to duplicate ticket handling.

Business Hours and Response Time Guarantees

Transparency about our availability is important to us. We want you to know exactly when you can expect a reply, so you can plan accordingly. Below is a clear breakdown of our support hours and response time targets for each channel.

Email (lottiedelsie1vc@hotmail.com)

  • Monitoring: 7 days a week, including most holidays (reduced staff on major holidays like Christmas, New Year’s Day, Thanksgiving, Independence Day)

  • Target response time: Within 24 hours for all inquiries received Monday through Friday. Inquiries received after 6 PM Mountain Time on Friday will be answered by end of day Monday (or Tuesday if Monday is a holiday).

  • Actual average response time (last 12 months): 14 hours for non-urgent, 6 hours for urgent marked emails.

Phone (+8416812530380)

  • Live agent available: Monday to Friday 9 AM – 6 PM Mountain Time, Saturday 10 AM – 4 PM Mountain Time.

  • Target answer time: Within 5 minutes during low volume periods, up to 20 minutes during peak periods.

  • Voicemail callback: If you leave a voicemail outside of live hours, we will return your call within one business day.

Online Contact Form

  • Same response time targets as email, since submissions are converted into email tickets.

Live Chat (Currently not available – coming soon in 2025)
We are currently developing a live chat feature for our website. We expect to launch live chat support in the second quarter of 2025. Until then, please use email or phone.

Wholesale and Bulk Order Inquiries

If you are a salon owner, spa manager, beauty school, distributor, or any business looking to purchase products in bulk, we have a dedicated wholesale team ready to assist you. Wholesale customers receive special pricing, priority processing, and dedicated account management.

To inquire about wholesale, please send an email to the same address (lottiedelsie1vc@hotmail.com) with the subject line “WHOLESALE INQUIRY – [Your Business Name]”. In the body of the email, please include:

  • Your business name and type (salon, spa, school, retailer, etc.)

  • Your business address and tax ID or resale certificate (if applicable)

  • Estimated monthly or quarterly order volume

  • Specific products or categories you are interested in

  • Any questions about pricing, minimum order quantities, or terms

A wholesale account manager will respond within 2 business days with a customized quote and next steps. We offer tiered discounts based on volume, and we can also create private label products for qualified partners. Please note that wholesale accounts are subject to credit approval for net terms. Initial orders typically require prepayment via credit card or wire transfer.

Partnership, Affiliate, and Influencer Inquiries

MARKWTDesigns LLC is always looking for strategic partnerships with beauty influencers, bloggers, YouTubers, Instagram creators, and industry educators. If you have an engaged audience in the nail, lash, spa, or body care niche, we would love to explore a collaboration. We offer affiliate programs, sponsored content opportunities, free product samples, and exclusive discount codes for your followers.

To apply for our affiliate or influencer program, please send an email to the same address with the subject line “AFFILIATE APPLICATION – [Your Channel Name]”. Please include:

  • Links to your social media profiles or website

  • Your audience size and engagement metrics (average likes, comments, views)

  • Demographic breakdown (age, location, interests) if available

  • Examples of previous brand collaborations

  • Your creative ideas for promoting MARKWTDesigns LLC

Our marketing team reviews all applications within 5 business days. If selected, you will receive a welcome kit, unique tracking links, and commission details. We pay competitive commissions on sales generated through your links, and we offer performance bonuses for top affiliates.

Media and Press Inquiries

Journalists, bloggers, and media professionals seeking information about MARKWTDesigns LLC for articles, reviews, or features are welcome to contact our press office. We can provide high-resolution product images, brand information, executive interviews, and sample products for review.

Please email us with the subject line “PRESS INQUIRY – [Publication Name]” and include your deadline, audience size, and specific needs. We prioritize requests from established media outlets and beauty industry publications but are open to all legitimate inquiries. Our typical response time for press inquiries is 24 hours or less.

Product Feedback and Suggestions

We genuinely value your opinion. Our product development team regularly reviews customer feedback to create new products and improve existing ones. If you have an idea for a new lash style, a nail polish color, a body care scent, or any product improvement, please let us know. We cannot promise to implement every suggestion, but we promise to read every one and give it serious consideration.

To submit product feedback or suggestions, please send an email with the subject line “PRODUCT IDEA – [Brief Description]”. Please describe your idea in as much detail as possible. Include references to existing products (ours or competitors) if relevant, and explain why you think this product would benefit our community. If we end up developing a product based substantially on your suggestion, we will send you a free lifetime supply of that product as a thank-you.

Technical Support for Website Issues

While our website (markwt.shop) is designed to be user-friendly, technical glitches can occasionally occur. If you experience problems such as pages not loading, items not adding to cart, checkout errors, payment failures, or account login issues, please report them to us immediately.

For technical issues, please send an email with the subject line “TECHNICAL ISSUE – [Description]” and include:

  • The exact URL where the problem occurred

  • Your browser name and version (e.g., Chrome 120, Safari 17, Firefox 121)

  • Your operating system (Windows, Mac, iOS, Android)

  • A screenshot or screen recording if possible

  • Any error messages you saw (copy and paste the exact text)

Our technical team typically resolves common issues within 48 hours. For widespread outages, we will post updates on our website banner and social media channels.

Order Cancellation and Modification Requests

We process orders very quickly to ensure fast shipping. Therefore, the window for canceling or modifying an order is extremely short, typically only 30 minutes after you place the order. Once our warehouse team picks and packs your items, we cannot make changes.

If you need to cancel or modify an order, please take immediate action:

  • Call our phone number during business hours for the fastest assistance.

  • If calling is not possible, send an email with “[URGENT] CANCEL ORDER #XXXXX” or “[URGENT] MODIFY ORDER #XXXXX” in the subject line.

  • Do not use the contact form for urgent cancellation requests, as email is faster.

If we receive your request before the order is processed, we will make the change at no charge. If the order has already been shipped, you will need to follow our standard return process after receiving the item (see Refund and Return Policy). Please note that we cannot cancel or modify orders placed through third-party payment methods like Apple Pay or Google Pay as easily, but we will try our best.

Reporting Damaged, Defective, or Incorrect Items

We take product quality extremely seriously, but mistakes can happen. If you receive a product that is damaged during shipping, defective in its manufacturing, or not what you ordered, please contact us immediately. We have a generous resolution policy for such cases.

To report an issue, please email us within 7 days of delivery with the subject line “DAMAGED/DEFECTIVE/INCORRECT – Order #XXXXX”. Attach clear photos showing:

  • The damaged/defective/incorrect product

  • The packaging (box, bag, etc.)

  • The shipping label

We will review your submission within 24 hours. If the issue is verified, we will offer you a choice of:

  • A full refund to your original payment method

  • A replacement item shipped at no cost to you

  • Store credit equal to 110% of the item’s value (as a thank-you for your patience)

In most cases, we will not require you to return the damaged or defective item, especially for low-value products. For high-value items, we may send you a pre-paid return label. We will always cover return shipping costs for our errors.

Reporting Lost or Stolen Packages

Once a package is marked “Delivered” by the carrier, we are generally not responsible for lost or stolen packages, as this is considered a shipping carrier or local security issue. However, we are not heartless. We will work with you and the carrier to try to locate the package or file a claim. We also strongly recommend that you ship to a secure location (e.g., your workplace, a UPS Store, or a residential address with a secure mailbox).

If your package shows “Delivered” but you did not receive it, please take these steps:

  1. Check with neighbors, family members, or building management.

  2. Wait 48 hours – sometimes carriers mark packages as delivered prematurely.

  3. Contact the carrier directly with your tracking number.

  4. If still unresolved, email us with the subject line “LOST PACKAGE – Order #XXXXX”. Include your tracking number and any communication with the carrier.

We will investigate and may offer a one-time courtesy refund or replacement for loyal customers, but this is not guaranteed. For high-value orders, we strongly recommend purchasing shipping insurance at checkout (available for an additional fee). Insurance covers lost and stolen packages up to the declared value.

Privacy and Data Protection Inquiries

We take your privacy seriously. If you have questions about how we collect, use, or store your personal information, please refer to our detailed Privacy Policy. If you need to request access to your data, correction of your data, or deletion of your data, please email us with the subject line “PRIVACY REQUEST – [Your Email Address]”.

We will respond to privacy requests within 30 days as required by applicable laws. We may ask you to verify your identity before processing the request to protect your information.

Complaints and Escalation

We strive for 100% satisfaction, but we recognize that sometimes we fall short. If you have a complaint that has not been resolved by our regular customer service team, you may escalate the matter to our Customer Experience Director. To escalate, please email us with the subject line “ESCALATION – [Ticket Number or Order Number]” and explain clearly why you are dissatisfied with the previous resolution.

Your email will be forwarded to Jessica Lee, our Customer Experience Director. She personally reviews every escalation within 72 hours. She has the authority to override standard policies, issue larger refunds, and authorize exceptions. We want to make things right, so please give us that chance.

Social Media Presence (For Information Only – Not for Direct Support)

While we maintain a presence on social media platforms such as Instagram, Facebook, and Pinterest, we do not provide direct customer support through those channels. Social media comments and direct messages are monitored for brand sentiment and general feedback, but they are not a reliable way to get a timely response to your specific issue. Always use email or phone for support. Our social media handles are:

  • Instagram: @markwtdesigns (example – please check website for current)

  • Facebook: /markwtdesigns (example)

  • Pinterest: /markwtdesigns (example)

We occasionally post promotions, new product announcements, and beauty tips on these platforms. Feel free to follow us, but please do not send sensitive information like order numbers or credit card details through social media.

Frequently Asked Contact Questions

Below are answers to some common questions about contacting us.

Q: What is the fastest way to get a response?
A: For simple questions, email is fastest because it goes directly to our ticket system and we can respond while researching. For urgent order changes, phone is fastest. For complex issues requiring photos or documentation, email is best.

Q: Can I text the phone number?
A: No. The phone number +8416812530380 is for voice calls only. We do not accept SMS or text messages. Please call or email.

Q: Do you have a live chat?
A: Not yet. We are planning to launch live chat in Q2 2025. Until then, please use email or phone.

Q: Can I visit your warehouse to shop?
A: No, our Albuquerque location is not a retail store. It is a warehouse and office. We do not allow public shopping. However, we can arrange customer will-call pickup by appointment only for local customers. Please email to schedule.

Q: What languages do you support?
A: Our customer service team primarily communicates in English. We have limited support for Spanish. For other languages, we recommend using automated translation tools (Google Translate) and emailing us; we will respond using translation tools as well. Response times may be longer for non-English inquiries.

Q: How do I update my personal information or email preferences?
A: You can log into your account on markwt.shop and update your profile. If you forgot your password, use the “Forgot Password” link on the login page. If you need assistance, email us.

Final Words: We Appreciate You

Thank you for taking the time to read our Contact Us page. We hope this information is clear and helpful. At MARKWTDesigns LLC, we are committed to being transparent, accessible, and responsive. Whether you are a first-time visitor or a long-time wholesale partner, you deserve excellent support. Please do not hesitate to reach out. We look forward to hearing from you and serving your beauty needs.

Remember our contact information:

  • Email: lottiedelsie1vc@hotmail.com

  • Phone: +8416812530380

  • Mail: 1209 MOUNTAIN ROAD PL NE STE R, ALBUQUERQUE, NM 87110, USA

  • Website: markwt.shop