Customer Service | Announcements

OUR SHIPPING OPTIONS HAVE CHANGED!

We are pleased to offer First Class Mail as a shipping option for orders containing Full Sized Products!

Customer Service

FAQ: Frequently Asked Questions:

Got questions about makeup/colors?  

We've got answers! Check our "answers page" for application tips, ingredient questions, color help and answers to our most frequently asked questions!.

Customer Service Questions:

• Ordering

• Payment

• Shipping

• Gift Certificates

• Policies (returns, privacy)

• How do I place an order?
• Can I order by mail?
• Can I order by phone?
• Can I cancel or change an order?
• Is it safe to order online with my credit card?
• When can I expect to receive my order, how quickly will it be ready to ship?
• Will I be charged sales tax?
• Do you have a limit on the number of samples I can purchase?

• Which credit cards do you accept?
• Do you take Paypal?
• Do I need a Paypal account to order?
• Can I mail in a check or money order to pay for my order?

• How much is shipping?
• What will my shipping carrier be, who will deliver my meow cosmetics package?
• Do you need a Paypal confirmed address to ship to?
• Will you bill my order to my private shipper acct number?
• Do you ship internationally?

• What is your privacy policy?
• What is your return policy?
• What if I selected an incorrect shipping option during checkout?
• Can I cancel my order?
• What if a color is significantly different than it looked on your website, or than I expected?
• What if my order is incorrect/missing items?
• What if my order never arrives?
• Are any of your products tested on animals?
• What is your policy on Large Orders?
• Policy: pricing errors, typos, shopping cart malfunctions
• If I order many times during a short time period using free shipping promotions, how many free samples will I receive with my order(s)?

How do I place an order? You may order online by checking out with our online shopping cart, or you may mail an order form to us, with payment.**  There is a 2 sample limit per color per order, of all products.

Can I order by mail? Yes. You may fill out an order form and mail it to us along with a check or money order.  Please see our contact information page for more information on where to send your order.  Be aware that mail orders must include the correct shipping amount, and your email address and complete shipping address.  If any required information is missing or incorrect, we will contact you for clarification prior to shipping.

Can I order by phone? Sorry, we can only accept orders by internet and mail at this time.

Can I cancel or change an order? Our payment processor will not permit us to cancel or modify order after they have been submitted by the customer, so please double check your order carefully before submitting it.

Is it safe to order online with my credit card?   Yes.  All secure credit card information is collected on a secure server (SSL) for your protection.             

When can I expect to receive my order, how quickly will it be ready to ship?  Most orders ship within 5 business days (business days are Monday-Friday, excluding holidays, postal holidays and other non-staffed days at Meow Cosmetics).   Typically orders ship sooner than this, but please allow us 5 business days to process your order.

Example: an order placed on Monday should normally ship by the following Monday, as that is the 5th business day after the order was placed.  This assumes that there are no holidays or other non-staffed days.  

Remember that we may formulate  your items *after* you submit your order.   Your order is handmade and carefully prepared for you after you place your order.  As a result, orders take up to 5 business days to prepare and ship.  Even though most orders will ship more quickly, delays can occur.  Expect delays during sales after sales and during peak periods (holidays, etc).  If your order is extremely time sensitive, send us an email and let us know, we'll try our best to accommodate you. 

Will I be charged sales tax?  Meow Cosmetics is located in Pennsylvania, and we are required to collect sales tax on all orders received from buyers residing in PA, regardless of where the order is being shipped.  No other states will be charged sales tax.

Do you have a limit on the number of samples I can purchase?  Meow Cosmetics is happy to provide affordable, generously sized samples for only $1.  You'll likely find that samples from other companies are typically twice that price, and sometimes even more!  In order to keep our samples affordable, and since they are intended only to help you determine if a color will work for you, we do limit samples to 2 of any color, per order.  So, you can order 2 each of all the CatEyes shadows, for example, in one order along with up to 2 each of any other color/product samples you'd like to try.   Remember, our samples are enough for several applications, so take advantage of them, and test the colors before purchasing full sizes.  Sample sizes vary for different products, and are subject to change without notice.

Free Samples | Free Shipping | Combined Orders - We routinely combine orders placed during free shipping promotions.  Shipping method is our choice and orders combined and shipped together receive a total of 2 free samples.

Which credit cards do you accept?  We currently accept MasterCard, Visa American Express, Discover (through Paypal) and Paypal

Do you take Paypal? Yes, at the moment, all credit card transactions are being handled through Paypal.

Do I need a Paypal account to order?  No.  Paypal does not require you to have an account to use our online checkout.  Simply checkout and follow the guided instructions to complete your purchase.

Can I mail in a check or money order to pay for my order? Yes, fill out our order form, and mail it to our ordering address, located on our contact page.

How much is shipping?  Shipping will be calculated in your shopping cart based what your order contains (whether it contains full size products or samples only) and where you are located (the US, Canada, or anywhere else)

OUR SHIPPING OPTIONS HAVE CHANGED!

EXPRESS MAIL TO U.S. Addresses:  Express Mail is available.  We still need time to process your order.  Processing times will vary.  If your order is extremely time sensitive and you are using EXPRESS MAIL, please email us at customerservice@meowcosmetics.com and let us know asap.  Otherwise your order will process within our current time frame (usually 5 business days) and your shipping time will be overnight delivery after your order has processed.

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Canadian & International Shipping Information:

OUR SHIPPING OPTIONS HAVE CHANGED!

INTERNATIONAL SHIPPING:  For shipping to all other countries outside the US, the cart will estimate shipping as closely as we can based on the charts here.  Usually, it will display the correct shipping amount.  If the shipping estimate is too low, we will invoice you via Paypal for the difference.  As soon as this invoice is paid, your order will ship. 

If the wrong shipping option is selected, we will hold your order and invoice you.  Invoices not paid within 5 days will be refunded and subject to a restocking fee.

International Shipping :

OUR SHIPPING OPTIONS HAVE CHANGED!

What will my shipping carrier be, who will deliver my meow cosmetics package?  We currently ship all orders via USPS PRIORITY MAIL and FIRST CLASS MAIL.

Do you need a Paypal confirmed address to ship to?    Orders over $100.00, that are paid through a Paypal account, may require a Paypal confirmed address, at our discretion and for your protection.  We will email you if we require any additional order information.

Do you ship internationally?  Yes.  At this time, we do ship internationally.  International rates vary, and will be calculated by the shopping cart .

What is your return policy?  Like many small cosmetic houses, we can't accept returns.  If a cosmetics company accepts returns, you could be receiving someone else's return when you order.  At Meow Cosmetics you can always feel confident that your order is exactly that - YOUR order, not another customer's return.  Remember, we offer generous, inexpensive samples of all our products, so you can try everything in person before you buy full size versions.  In the event of a problem with an item in your order, you may be required to return item(s) to us prior to us shipping a replacement.  In the extremely rare instances when any jars with reported filling issues must be returned to us, they must be returned in completely new unopened condition with the jar seals intact.  We will reimburse your return shipping to us ( first class mail only) only if we have made a mistake processing your order.  If no problem can be confirmed, we will not be able to reimburse your return shipping and we will invoice you for shipping to return the item to you.

Will you bill my order to my private shipper acct number? At this time we do not bill private shipper account numbers, sorry.

What is your privacy policy? In short, Meow Cosmetics respects your privacy, and will never sell your information, or share or sell or otherwise transfer any information you provide us with. CLICK HERE to read our complete privacy policy.

What if a color is significantly different than it looked on your website, or than I expected?  It's a brave new world...while computers have made online shopping possible, but computer monitors are not all created equal.  Our color descriptions are our own, subjective description of what we see.  Your opinion may be different than ours as everyone perceives color differently.  Please order samples before purchasing full size products.  It can be hard if not impossible to accurately display colors from one monitor to another.  This is even more difficult with very subtle shade differences, like those found in mineral powders.  For this reason, we encourage you to purchase samples FIRST, before ordering full size products.  We cannot accept returns, so if a color turns out significantly different than you expected, we will be unable to accept a return.  So, please, buy all the samples you like, first.

What if my order is incorrect/missing items? Please notify us within 24 hours of receipt of your order.  We will confirm the problem, and correct the order.  We may ask you to return items to us, or email us a photo of the incorrect items, so we can better determine the nature of the problem.  We reserve the right to refund you the cost of your incorrect item(s) rather than replacing them.  Shipping is never refundable.

What if my order never arrives?  After tracking the package, we will make determinations on missing orders on a case by case basis.  All such claims must be made in a timely manner, within 10 business days for United States orders and within 30 days for International Orders.

Incorrect Shipping Method selected:  If you select an incorrect shipping method in the shopping cart during checkout, we will either downgrade your shipping (from Priority to First Class) and ship your order, or we may invoice your for any additional amount due.  Your prompt attention to this invoice is appreciated.  If your invoice is not paid within 3 days, we may refund you the amount of your order, less a 20% restocking fee. 

Cancellations:  Often, we begin processing almost immediately after your order is placed, and we do not generally cancel orders. However, if you have an unpaid amount due on your order (for example: shipping due) after more than 3 days, we may cancel your order and refund you, less a 20% restocking fee.  

Are any of your products tested on animals? Absolutely not.  Meow Cosmetics does NO animal testing of any kind, nor do we purchase any ingredients or products for resale that we know to have been tested on animals.

Policy: pricing errors, typos, shopping cart issues: Meow Cosmetics makes every attempt to be as accurate as possible with website pricing and shopping cart operation.  In the event of errors, typos, incorrect pricing, we reserve the right to refund, remove the affected item(s) from the order(s), or otherwise correct the error by any method we deem necessary.

Large Orders:  Please note that large orders, or group orders ($200+) will likely require extra packaging and processing time, so please allow up to 10 additional business days for us to prepare and ship.  Typically, we'll ship much sooner than this, but please allow for the extra days, and let us know in advance if your very large order is time sensitive.  At this time we are not able to fill orders for wholesalers, resellers,  competitors or orders that are not for personal/individual use.  Thank You!

**Please note that Meow Cosmetics reserves the right to refuse to fill any order received for any reason or no reason, as we deem necessary.   Unusually large orders will be scrutinized and you may be asked to provide additional information for your security.  We also reserve the right to refund rather than replace an order or part of an order, at our discretion.