PROCESSING & SHIPPING TIMES
Our order processing times are 3-7 business days Mon-Fri (10am-5pm pst). If you've ordered on a weekend, processing will begin the following Monday. As soon as your order is shipped, you will receive a shipping confirmation to the email you provided along with tracking. We mail through standard USPS post, which may take an additional 2-5 business days to be delivered within the US once shipped.
International orders generally take between 7-21 business days to be delivered via USPS once shipped but may take longer depending on your countries customs agency.
In order to serve our customers to the best of our ability, we have a limit of 2 per color, per customer/account/address, per month. Multiple orders placed that exceed this limit will not be accepted and immediately cancelled.
We do not accept freight forwarding addresses or business addresses that forward mail. Because forwarding companies generally open and re-package items which can lead to mishandling, loss, theft or damage we will not accept these types of addresses. Orders with forwarding addresses will be cancelled. APO & P.O boxes are okay.
You may return unopened/unused products at any time within 14 days of receiving the product. Shipping is non-refundable. Return postage is to be paid by the customer. Sale items & Discounted items are non-refundable/non-returnable/non-exchangable.
To return a product, please login to your account, click on the order that contains items you wish to return, then click the "request return" link in the upper right hand corner, enter the items you wish to return and reason for returning each item and submit. We will review and process your returns asap.
Upon your return request being approved, please include tracking with your return package as we are not responsible for any packages that are lost in transit. All returns must be sent to:
Makeup Monsters Cosmetics
Attn: Return / Order #
1521 N. Argonne Rd Suite C385
Spokane Valley, Washington 99212
Your return will be processed within 7 business days and credited to the original payment method you used. Shipping and handling are not refundable unless it is in result of an error on our part.
CARD DECLINES/SERVER ERRORS
If you've received a server error message while attempting to checkout that includes declined payment message, the most likely cause is your billing information does not match your credit card. Please correct this information before submitting again to avoid additional pending charges. (Pending charges on declined orders will return to your bank account during normal bank hours)
We do not accept international cards that do not participate in AVS (address verification) checks. This security feature helps prevent unauthorized users from using a credit card. If you have issues checking out with your international bank card, try placing the order using a verified paypal account with available funds.
DAMAGED ITEMS / MISSING ITEMS / INCORRECT ITEMS
We are so sorry you received damaged items or are missing something from your package. Mistakes happen, but we can help you out! Please contact us immediately at firstname.lastname@example.org
ORDER ERRORS/ INCORRECT ADDRESS
Please contact us immediately if this happens so that we can adjust your order. We are not responsible to replace or refund orders shipped out that contain incorrect shipping information/purchased items placed by the customer. Please make sure you review your order before submitting it to us.
LARGE ORDER RESTRICTIONS
Orders of $100 or more must have a matching billing/shipping address. We will attempt to contact the customer to verify that we can ship the order to the billing address or we may cancel the order if we cannot make contact within 24 hours.
As a security measure, we allow a maximum limit of $300 per order.
ITEMS OUT OF STOCK
We're so sorry that the item(s) you're interested in are not available. We normally restock items once a month so please check back at another date. You can stay up to date by following our social medias or joining our newsletter.
We are not responsible for stolen packages. Once an order has successfully been picked up by USPS, it is in their hands. We are not involved in the delivery process and if you should have any issues with your package other than receiving a damaged parcel or missing items in your package, please contact your local post office immediately. Package tracking marked as "DELIVERED" do not qualify for replacements or refunds.
If your package is missing make sure to:
Ask around the house or check your neighbors, as the mail may have been dropped at the wrong doorstep.
Check your mailbox for a pickup notice from your post office
Call your post office immediately for information regarding your missing package. The sooner you call them, the better chances at finding your package.
PURCHASES COVERED UNDER OUR RETURN/REPLACEMENT POLICY ARE:
- DAMAGE TO THE ACTUAL PRODUCT DURING TRANSIT THAT CAUSES IT NOT TO PERFORM AS INTENDED. (CRACKED TUBE, BROKEN WAND, LEAKING)
- TRACKING #'S THAT ARE NOT MARKED DELIVERED WITHIN 2 WEEKS OF SHIPMENT.
- ITEMS RECEIVED ARE INCORRECT
- MISSING ITEMS IN PACKAGE
International orders may take anywhere from 2-4 weeks to arrive. If your International order is marked as delivered, but you have not received it, please contact your local post office as they may be holding it for duties to be paid.
Usually when that happens it's due to one of the following reasons:
- Items are not in stock or items oversold
- 1 or more orders were placed exceeding our max item purchase limit (2 per color) per customer within 30 days of last purchase.
- Address is a freight forwarding company address or private mailbox.
- Order was flagged due to a policy violation.
- Billing/Shipping details do not match when required.
- Order exceeds maximum limit of $300.
- Country order is being placed in does not match billing/shipping.
Awaiting Fulfillment: We have successfully received your order and it is now in rotation to be processed.
Awaiting Shipment: Your order is being processed and preparing to ship.
Refunded: Your order has been refunded. Please allow 3-10 business days for your payment to process back into your account. If you have any issues receiving your refund, please contact your bank for information.
Declined: Your order was refunded and declined because your order did not meet certain requirements. Please see reasons for an order being declined here.
Pending: There are pending changes being made to your order, or your payment did not go through.
Shipped: Your order has shipped out to you. If you live within the US, please allow 2-7 business days to receive your package, and International orders 2-4 weeks depending on your country and customs processes.
INTERNATIONAL CUSTOMS FEES/TAXES/DUTIES
Customers that are purchasing outside the US should be aware that there may be additional fees/taxes/duties on your package once it arrives to your country. These are separate charges added by your countries customs agency. Our shipping charges do not cover these fees and we are required by law to declare all items and cost of items on your package. Please contact your local post office for further information on these additional costs before placing an order.
ORDER SCREENING PROCEDURES
As part of our order processing procedures, we screen all received orders for fraud, freight forwarding addresses or other types of unauthorized or illegal activity. We reserve the right to refuse an order due to suspected fraud, violation of our store policies, or unauthorized or illegal activity. If such is the case, we may reject your order. We also reserve the right to cancel any accounts or refuse to ship to certain addresses due to suspected fraud, violation of our store policies, or unauthorized or illegal activity. We take these measures to protect our customers as well as ourselves from fraud or other unauthorized or illegal activity.
THE UNAUTHORIZED RESELLING OR DISTRIBUTION OF MAKEUP MONSTERS PRODUCTS IS PROHIBITED. ORDERS PLACED WITH THE INTENT TO RESELL, ARE AGAINST MAKEUP MONSTERS COMPANY POLICY. MAKEUP MONSTERS RESERVES THE RIGHT TO TERMINATE ANY ORDER THAT VIOLATES THIS POLICY WITHOUT WARNING.