Information and Alerts

Pattern of Complaints

Our files contain a pattern of complaints from consumers that allege The Urban Lash fails to deliver purchased items after payment has already been secured. Consumers further allege difficulties when trying to obtain a refund for items purchased but not delivered.

On December 4, 2017, BBB sent correspondence to The Urban Lash requesting their voluntary cooperation in resolving complaints on file with BBB and providing steps it will implement to eliminate the pattern of customer complaints. As of December 15, 2017 The Urban Lash has not responded to BBB's correspondence.

Alert 1

This BBB Business Profile provides information about the product name(s) listed in this profile. According to information in BBB files, this product has had its orders fulfilled and shipped by Cargo Cove Fulfilment, a business that is located in Jacksonville, FL.

BBB has had significant complaint activity involving a large number of websites that have had their orders fulfilled and shipped by Cargo Cove Fulfillment/Oceania Fulfillment/ Eastern Partners, LLC. Consistent throughout most of the websites is a pattern of complaints concerning failure to deliver purchased items after payment has already been secured. Other consumers that do receive a delivery of merchandise say that some items are missing or appear much different than advertised.Consumers further allege difficulties when trying to obtain a refund for items purchased but not delivered.

A BBB Business Profile for Cargo Cove Fulfillment can be viewed at https://go.bbb.org/2xAtWu9

Alert 2

General Information on What the FTC's Mail, Internet, or Telephone Order Rule is for Businesses. (this is not a complete listing, this can be found at http://bbb.org/h/jpfs

The Rule requires that when you advertise merchandise, you must have a reasonable basis for stating or implying that you can ship within a certain time. If you make no shipment statement, you must have a reasonable basis for believing that you can ship within 30 days. That is why direct marketers sometimes call this the "30-day Rule."

If, after taking the customer's order, you learn that you cannot ship within the time you stated or within 30 days, you must seek the customer's consent to the delayed shipment. If you cannot obtain the customer's consent to the delay -- either because it is not a situation in which you are permitted to treat the customer's silence as consent and the customer has not expressly consented to the delay, or because the customer has expressly refused to consent -- you must, without being asked, promptly refund all the money the customer paid you for the unshipped merchandise.

What You Must Do If You Learn You Cannot Ship on Time

When you learn that you cannot ship on time, you must decide whether you will ever be able to ship the order. If you decide that you cannot, you must promptly cancel the order and make a full refund.

If you decide you can ship the order later, you must seek the customer's consent to the delay. You may use whatever means you wish to do this -- such as the telephone, fax, mail, or email -- as long as you notify the customer of the delay reasonably quickly. The customer must have sufficient advance notification to make a meaningful decision to consent to the delay or cancel the order.

Some businesses adopt internal deadlines that are earlier than those set by the Rule to ensure that their delay notices give all customers a meaningful opportunity to consent to the delay. If businesses fail to ship or give delay notifications by their internal deadlines, they automatically cancel the orders and make refunds.

In any event, no notification to the customer can take longer than the time you originally promised or, if no time was promised, 30 days. If you cannot ship the order or provide the notice within this time, you must cancel the order and make a prompt refund.

**WHERE TO GO FOR HELP**

For more information about the Mail, Internet, or Telephone Order Merchandise Rule, call the Federal Trade Commission toll-free: 1-877-FTC-HELP 
write:

Federal Trade Commission, Consumer Response Center, 
600 Pennsylvania Avenue, N.W.
Washington, DC 20580
or visit: www.ftc.gov.

You also may want to contact relevant trade associations, such as the Direct Marketing Association. Contact the DMA's Washington, DC office at: 
202-955-5030 
write: 1111 19th Street, N.W., Suite 1100, Washington, DC 20036-3603 
or visit: www.the-dma.org (link is external).

Your local U.S. Postal Service or consumer protection agency may offer additional assistance. State and local governments also may have requirements with which you must comply. You should consult appropriate state agencies for information about laws that affect your business.