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Browse our Frequently Asked Questions and see if yours has been addressed.
 

Pricing and Payments

  • Are customs and duty fees included in your pricing?
    • Customs fees are not included in our prices (product cost or shipping/handling fees).
    • Makeup Geek is not responsible for customs requirements or charges added by your country. Most countries charge taxes for purchases outside of the country that exceed a certain amount (usually over $25), these are called “duty fees.” The UK charges duty fees on almost every package. You may wish to contact your local customs department before ordering to further clarify the customs requirements, VAT/Duty fees, and if there are additional handling fees.
    • Makeup Geek will not alter any customs forms or mark the package as a gift due to federal and international laws.
    • We cannot waive or refund these fees, as they are dependent upon your local regulation and are taxed on a national level.
    • Packages refused at delivery because the customer does not pay VAT/Duty are not eligible for a full refund (shipping fees are not refunded).
  • Do you have Makeup Geek Gift Cards?
    • We do not currently have a way of providing gift cards, but we are planning on adding that in the future!
    • We accept Prepaid Gift Cards from credit card companies. The card can be used on orders that total no more than the amount on the card. For example, if you try to use a $50 Visa gift card for an order that totals $50.01, Visa will decline it. We do not have a way at this time to process two different methods of payment in one transaction.
  • Do you offer discounts or coupon codes (Pro, Student, Military, large orders, or first orders)?
    • We generally do not work with coupons or discounts, even for professionals and students; instead, we focus on offering fair prices all year long.
    • If you are interested, we also have kits that are even better value for your money, you can check them out here.
  • How much does shipping & handling cost?
    • The shipping cost is actually determined by the weight of the items you order.  In most cases (smaller orders), shipping will only be $1.99 - $8.99 for Standard Domestic Mail Service and $6.99 to $16.99 for Standard International service. Also be aware that depending on your country's regulations, International orders may be subject to additional duty fees. Customs fees are not included in our product or shipping & handling prices.
    • If you need your items faster we offer UPS Second Day Service for Domestic Orders, and UPS Worldwide Expedited for International customers. Please keep in mind that UPS DOES NOT deliver on Saturday, Sunday, or holidays.
    • To find out exactly how much your shipping will be before completing your order: place the items you want in your shopping cart, enter your Country, City and Postal Code on the shopping cart page and click the “Get Quote” button.  This calculator will also let you know how much the standard and express options are.
  • What do I do if my card or Paypal transaction is declined?
    • We would greatly appreciate if you could contact your card issuer, Paypal Support or Makeup Geek Customer Service to help look into the declined transactions before attempting to place another order.
    • If you are getting an error message about "duplicate invoice ID number in PayPal" then it's important that you follow these steps before trying again, or you will be unable to order at all:
      1. empty your cart & log out of your account
      2. clear your cache and your cookies
      3. put items you wish to purchase in your cart
      4. place the order as a GUEST.
  • What is your wholesale price plan?
    • At this time, we are working with wholesalers in the United Kingdom, Sweden, The Philippines, The UAE, Saudi Arabia, Kuwait, Qatar, Bahrain, Oman, Egypt, Lebanon, Jordan and Mexico. We are not looking to expand in these areas for 2017. We are taking applications from retailers with ONLINE STORES ONLY. If you are interested in wholesaling our products and possess an online store, please use the contact form to share the specifics of your store (address, how long you have been in business, what other brands you carry, etc.) with us. We may follow up with additional questions.
  • What payment methods do you accept?
    • We accept Visa, MasterCard, American Express, Discover Card, and PayPal. We are not currently accepting money orders or cash for payments. With the number of orders we have each day and the changing inventory, it doesn't work out well for us to set aside items and wait for payment to arrive in the mail. We're sorry about the inconvenience, but it helps things run smoothly for everyone else.
    • We also accept Prepaid Gift Cards from credit card companies. The card can be used on orders that total no more than the amount on the card. For example, if you try to use a $50 Visa gift card for an order that totals $50.01, Visa will decline it. We do not have a way at this time to process two different methods of payment in one transaction.
  • Why did you charge me more than what was on my order?
    • All of our prices are in US Dollars
    • The difference in price has to do with the currency conversion which is processed by your card issuer.
    • The currency exchange rate fluctuates daily and can also affect the price you are charged.
    • Your card issuer may also charge a fee for the currency conversion.
    • We apologize for any confusion or inconvenience this may have caused you. If you have any other questions, please contact our customer service department

Changes or Issues

  • Can I return my order/some items if I am unsatisfied?
    • In most cases, we do not accept any returns of cosmetics or cosmetic accessories for hygienic reasons and to continue to offer the best value on our pricing. Exceptions are made for damaged items. If you have any questions, please ask before you make your purchase.
  • How can I add something to my order?
    • Please contact customer service first to make sure your order hasn’t shipped yet. Then you will be asked to place a new order for the items you want us to add, and send us the order number. We'll try to combine both orders for shipping and if successful, we'll refund you the extra shipping amount.
  • How can I edit my order to remove something?
    • Unfortunately, our system is not set up to edit an order once the order has been placed. Please contact customer service as soon as possible, if your order has not already been processed they may be able to make the requested changes to your order.
  • How can I update my billing or shipping address after placing an order?
    • Once your order has been placed, you are unable to make changes to the order online. Please contact customer service as soon as possible, if your order has not already been processed they may be able to make changes to your billing and shipping address.
  • What do I do if my order is missing an item, has a broken item, or I received the wrong product?
    • Upon receiving your package, please inspect your shipping box and the items inside for missing or damaged items. We require that customers contact us within 14 days of receiving their package to notify us of any issues. The shipping box may have normal wear from the transit process. However, if your order arrives empty, missing items or damaged, please retain: the shipping box, packing materials, packing slip and original items on the order. We will require photos of the items you received or damaged items, the packing slip, and may request the products back to follow up accordingly on issues or concerns. Please do not throw damaged items away until talking with customer service.
  • Why can’t I log into my account?
    • One of the features of our recently updated website is a single account sign-in for both the store and Idea Gallery. Please log in using your store account email and password.
    • Also, please note that placing an order does not create a store account. If you did not create it separately, then your order is in the guest pool and you don’t have an account. However, you will still receive notifications regarding your order.
    • If you are still having issues, please contact customer service.
  • Why do my products look different on me than in the swatches?
    • Colors can vary slightly depending on your complexion and undertone. We use a primer under our colors for swatches, you may wish to use a primer to help increase the vividness of the color.
  • Why do your product pictures or swatches look different online?
    • Our product pictures are of the product in raw form. The swatches on our models arms are completed by using primer beneath our colors. Our product specialists work diligently to try to display the colors as accurately as possible. There are many dynamics that can cause a slight variation in color from the real product and the online pictures. This can include the lighting you are looking at our products under, the settings on your computer monitor, and personal preference.

Shipping & Delivery

  • Are tracking numbers available on shipments?
    • Domestic Standard Shipping - Your order will have limited tracking information available as it is being shipped via UPS Mail Innovations. This shipping method works with your local post office to offer an expedited shipping option. Please remember there will be a delay in the updates on your package once it is transferred from UPS to your local post office.
    • International Standard Shipping -International Standard Shipping - Door to door tracking is not available for standard international orders. In most cases we will not have updated tracking information after the package has left the United States. You may wish to check with your local post office for additional updates after your package has left the US. 
    • UPS Shipping - Tracking numbers are available on all Express deliveries (Ground, 2-Day Air, or Worldwide Expedited).
  • Do you ship to my country?
    • We ship almost everywhere, but there are a few countries that we have had issues with.  We are no longer able to ship to Turkey, Mexico, and Indonesia due to local regulations forbidding the importation of cosmetics.
    • You may consider using a private courier or forwarding service like MyUS.com, borderlinx.com and shipito.com, who offer convenient International Shipping. They can provide you with a US street address, receive packages on your behalf, and then ship your order overseas. Some of these companies also help prepare customs paperwork for your shipments.  Makeup Geek's responsibility will only be engaged until the package reaches your US mailbox. We are not liable for damaged or missing items once the package has been delivered to the courier service.
  • Has my order shipped yet? Do you know where it is?
    • We strive to ship all orders within 2-3 business days, but there are times (especially during new product launches, sales, holidays, or other high demand occasions) orders may take additional time before shipping.  Once your order has shipped, you will receive an email confirmation of the shipment.  You can also check to see if your order is marked as "Complete" on your account page.  If it has been 7 days or more and you have not received a confirmation email, please contact our customer service.
  • What shipping method should I choose if the order I am placing is a gift?
    • We would suggest using UPS Second Day Air or UPS Worldwide Expedited shipping options for quicker delivery times.
  • What shipping method should I use if I would like door to door tracking?
    • We would suggest using UPS Second Day Air, UPS Ground, or UPS Worldwide Expedited shipping options for door to door tracking. Standard US and International Shipments have minimal tracking information available.
  • What should I do if my package says it is delivered, but I haven’t received it?
    • We would greatly appreciate if you could contact local post office (preferably with the tracking number provided in your shipment confirmation email or in your account) and if you know your neighbors ask them.
    • After you have contacted your local post office, please let us know by contacting customer service.
  • When will my order arrive?
    • Standard Mail Service US Orders: should arrive within 7-10 business days after shipping (Saturday and Sunday are not counted). Orders shipped via the Standard Mail Service option are shipped via UPS Mail Innovations, which works with your local post office to offer an expedited shipping process.
    • Standard Mail Service International Orders: should arrive within 7-21 business days, but they often can take up to 8 weeks to arrive after your order has shipped from our store.
      • Up to 31 days: Canada, United Kingdom, and Australia
      • Up to 45 days: Countries in Europe
      • Up to 60 days: Countries in Asia, the Middle East, Africa, South America
    • UPS 2-Day Air Orders: should arrive within 2 business days after the order has shipped. Please remember UPS does deliver on Saturday, Sunday’s or Holidays. Processing days are not included in the 2 business days.
  • Why is the shipping delayed on my package?
    • We do not process UPS orders placed Friday after 2PM (Eastern Standard Time) through Monday before 8AM (Eastern Standard Time) until Monday. Purchasing and shipping days are not included in the 2 business days for UPS 2-day shipping. Holidays can delay UPS 2-day air orders as they are not considered a business day. Our business days are Monday-Friday (unless there are holidays interrupting this schedule).
    • USPS and UPS do not deliver on holidays. Please be aware, there may be delays on your orders during these holidays as these dates are not included in business days:
      • Shipping Holidays for 2017 include:
        • Monday, May 29 - Memorial Day
        • Tuesday, July 4 -  Independence Day
        • Monday, September 4 - Labor Day
        • Monday, October 9 - Columbus Day
        • Friday, November 10 - Veterans Day (observed)
        • Thursday, November 23 - Thanksgiving Day
        • Monday, December 25 - Christmas Day

Other Common Questions

  • Are your products gluten free?
    • We are excited to announce that all Makeup Geek products are in fact Gluten Free, however we cannot guarantee that our third-party products are gluten free.
  • Are your products vegan?
    • Makeup Geek is proud to be a cruelty-free brand! We are committed to providing high-quality cosmetics that are animal friendly. You can trust that our labs, manufacturers, and ingredient suppliers DO NOT test on animals. We have begun to discuss cruelty-free certification with PETA.
    •  Transparency is important to us, and we want you to know that ALL Makeup Geek products are cruelty free and MOST Makeup Geek products are vegan. For more information, please visit our Cruelty Free & Vegan Information page.
  • Can I pre-order? Can I order and have back-orders sent to me later?
    • Our system is not set up to handle pre-orders or backorders at this time.
  • Do you have a physical store location?
  • If I want all of the eyeshadows do I need to add them one by one?
    • We are working on improving this, but we currently have no way of adding all of the Makeup Geek eyeshadows with one click. You will need to individually add each item to your cart.
  • When is the store in CA opening?
    • We are currently putting our retail plans on hold for the foreseeable future - thanks for your patience!
  • Why haven't I received samples with my order? Do you have free samples of your products?
    • We appreciate your interest in trying our products. We do not offer sample sizes, instead we focus on making our full size products the best price.
  • Why is an item out of stock and when will it be returning?
    •  For items in our store marked as  “out of stock”, we are working diligently to restock this item. However, due to manufacturer back-orders or delays in shipping, we do not have an exact restock date. 
    • Click here to view our out-of-stock spreadsheet to check for estimated restock dates. We will update this sheet as the date changes and apologize for any inconvenience.
    • You can also sign-up for an email notification on out of stock products, the sign-up link is in the item description in the store.

Still have a question?

Call Us

123-456-7890