Where’s my order?  Did you ship it?  Can I have a tracking number?  When will it get here?

• Please log in to your account to check the status of your order.  We ship every Monday, Wednesday and Friday, and update the shipping every time that we ship.  The site is extremely accurate in regards to when your order shipped.  Pending means your order should ship within 2 business days.  Status 2 means we were temporarily out of stock on something- your order will ship usually within 24-48 hours.  Preparing Paypal IPN means either you didn't pay for your order, or if you paid for your order our site malfunctioned in some way.  Please contact us if you've paid for your order but the status says Preparing Paypal IPN.
  
• It takes about a week for US orders to arrive. 
• It can take 4-6 weeks for International packages to arrive.  A lot of the time, it’s faster than that, but even if you normally get your items in a week, sometimes it just takes longer.
  
• We ship everything via First Class Mail with Delivery Confirmation.  There are no tracking numbers available. 
• If you do not see your package within a reasonable time frame (see above) please check with your local post office.  Often, they have better information than we do about your order.

If you haven’t seen your package arrive and it has been 2 weeks for US orders or 6 weeks for International orders, and you've checked with your local post office, then email us so we can make sure you get the items that you ordered.  We ship every package with insurance and we cannot make a claim on our insurance until the appropriate amount of time has elapsed.  We want to make sure you get your items...and that you're happy, and that you come back. 

Please be sure to include your order number and address information in your email so we can look it up in our records.

We understand that when you order makeup you want it NOW.  Believe me, we know.  We shop online too, and the waiting is just terrible sometimes…especially when it’s fun new stuff to play with.   How about stopping by our forum to hang out with other makeup lovers to help pass the time?  

If it is an issue with Paypal or your credit card please contact Paypal or your credit card company. We don’t see, store, or look at your Paypal or credit card information, so there generally isn't much we can do if you're having a problem with your credit card.

If you have another issue please contact us, and be as detailed as you can.  Please let us know about what happens when you click, or if you see any error messages.  That helps us help you faster.

I can’t redeem my points. 

You have to have 100 points to redeem them.  When you have enough points a little box appears and lets you redeem them.  If you don’t have enough points you won’t see that box.

Where did XYZ product go?

If it’s off the site it means that it’s out of stock.  We make every effort to make sure that we have everything available to you all the time, but sometimes that’s not possible.  Usually if an item is out of stock it’s because we’re waiting on a new shipment of a certain ingredient.  It takes about a week to restock a product if we’ve run out of one of the ingredients.  If something is off the site for longer we make a formal announcement on the forum.

The freebies:

Every single week we make a Gift with Purchase (GWP) product.  Usually it’s an eye shadow, but it could be just about anything.  If you spend $10 you get it for free.  So if you get a package and there’s a little jar of eye shadow in there that you didn’t order- it’s our gift to you.

For every $30 that you spend you get the free eye shadow of your choice.  So if you order $30 you get an eye shadow, if you order $60 you get two eye shadows etc.  That’s $30 not including tax or shipping.  Just put a note in with your order, and we’ll include it.  If you don’t tell us which one you’d like we’ll surprise you.

If you order $125 worth of products you get free shipping anywhere in the world.  There’s no coupon code- the site just gives you free shipping when you reach $125.

Most of the time we don’t release GWP colors into our permanent collection.  On very rare occasions we release some of the more popular GWP colors onto the site, but it’s a fairly rare occurrence.  A lot of the GWP colors we make are true limited edition things because they use discontinued pigments, or I’ve used some oddball new technique that I can’t replicate.

We also tend to keep them a secret- we don’t take pictures of them, or swatch them because it lets everyone play with color- me and you.  If we advertised what a certain color was we’d get people who wouldn’t order based on the GWP being some color they don’t tend to like.  But the reality is that there’s a lot you can do with colors, so maybe you can’t wear MOST greens, but I’d bet that if you gave me enough time and enough mica I’d make one you loved.  Worst case scenario, you can always mix them together and eventually you’ll come up with an interesting grey.

All of the GWP shadows are vegan.  We do not use any carmine, ferric ferrocyanide, ultramarines, or chromium oxide greens in any of them- so they’re eye and lip safe.

The basics:

Forgive me for putting this here, but I know it's a question on every new person's mind and I can't think of a better place to put it.

We don’t offer samples of eye shadows or lippies because they’re evil.  Can you imagine putting little tiny scoops of eye shadow into fiddly little plastic bags all day long?  Trust me, they’re evil.  If we put them in jars we’d have to charge you at least $2 for them, and it defeats the purpose of sampling- ie paying a small amount of money for a small amount of product.  Also, we’d have to pay someone to make them all day every day, and eventually that cost would be passed along to you in some way.  Or, as in the case of most companies that offer eye shadow samples- our shipping would slow down dramatically because it takes a lot of time to get all of the samples together and ship them to you.  

So, in order to avoid carpel tunnel syndrome, be able to offer you really fast shipping, good prices, and let you feel free to take a chance on a color we just take take back any color that you don’t love .  It’s a much much much better win/win for everyone.

Really, we all save money because if we offered eye shadow and lippie samples, how many would you buy?  Ultimately, you’d probably spend more on samples than you would sending something back to us.  I know it. 

Why do you limit samples?

Again, that’s for everyone’s benefit.  We understand that sometimes you’re ordering for your Mom or your friend, and we’re not terrible sticklers for the rule.  We do lose a little money on samples, and ultimately it costs you more money gram per gram to order lots of sample rather than the full size product, so that’s why we limit it.