We created this Help Center to keep our pricing as low as possible. We encounter the same questions on a yearly basis.  Although we try and answer your question within 72 hours, it's not guaranteed as we do not have the need for full time staff for customer service inquiries. If you did not get a response from us, there may be two reasons for this.

1.  Your e-mail did not have the order number and/or the requested information needed to help you. Please be sure that your order number and a valid message/photos are included.  Our smart filter may mark your message as {SPAM} and it will not be opened or read.
2. The answer already exists here, in the Help Center and will not be sent to our customer service desk.  

Please refer to your order receipt. The product title found on your order confirmation will give you the best estimate that we have for when your order will ship. As always, if we can send it to you sooner, we will! If you ordered other items with your preorder, they may all ship at the same time. When your pre order ships, you will receive the tracking information via the email entered when you placed your order. We also announce preorder shipping plans on our Instagram page, @adeptcosmetics. 

Popular products are always restocked, however, we do not have specific restock dates due to the liesurly nature of our business along with the way we source our recycled materials. Producing palettes from recyclables is time consuming. Rushing to restock is just not how we operate. It can take weeks to months to restock a product. 

Next to the items that will be restocked, there is a button called "Notify Me When This Is In Stock".  Click on the button, fill out the information and you will be notified via email when the item restocks.  Thanks for understanding. 

Yes. We take your security very seriously and understand how important it is to our shoppers. Every page of our website uses Secure Socket Layer, or SSL encryption technology.  When you place an order on our website, we encode your information using this technology. This is an advanced consumer online security technique. You will know the site is secure  as the “http” will change to “https” showing the security layer.

Adept Cosmetics®, is required by law to apply sales tax to residents of Wyoming. 

In 2018, our company started to use fulfillment centers to ship out our orders. This means that we do not personally send out any order. We currently employ two fulfillment centers in the United States. Our products are then dispersed through out the fulfillment centers based on order volume. That means if you're in New York State, our system will first try and pull products from our East Coast fulfillment center to ship to you. If only 3 of the 4 products in your order are in stock, then we will pull the 4th item from the closest available fulfillment center. This 4th item will ship separately. 

This allows us to keep our shipping prices low and it allows us time to develop new products, rather than scramble to fulfill orders.  

No. We do not test any of our ingredients or final products on animals. Our company is also certified cruelty free with PETA. Our 88 pan palette is sourced from a certified cruelty free, faux leather manufacturer. We also take it one step further by sourcing our mica from an ethical source within the USA. Note: In 2020, we will be switching to synthetic mica. You will not notice any difference in the quality or performance of your product. 

Eyeshadows and eyeshadow bundles are considered Final Sale items and cannot be returned, exchanged, or refunded. We photograph our products as accurately as possible, however the images serve only as a guide. Colors displayed on our website may appear different in other lighting settings, on computer & phone displays and on various skin tones. For more photos in daylight, please visit our Instagram page, @adeptcosmetics.

The ingredients are listed on the product page for each eyeshadow. Please be aware that ingredient lists may change or vary from time to time. Please refer to the ingredient list on the product package you receive for the most up to date list of ingredients.   

Due to our low prices, we have implemented the following procedure which we do not deviate from. Please note: All eyeshadows are shipped via USPS and are packed accordingly. If the eyeshadows arrived broken, then the mail carriers must have been extra careless. We must be notified of the broken eyeshadow within 48 hours of your confirmed delivery.  For example, if your items were delivered on February 18th, we must be notified of the damaged product on or before February 20th. If your request is outside the timeframe, it will go unanswered. 

You do not need to send the damaged eyeshadow back to us. Just email customer service at info@adeptcosmetics.com with all of the following within 48 hours: 

• Order Number. 
• Clear photo of the item(s) purchased showing their condition. Please do not send a close up photo.  Eyeshadow must be photographed in their original packaging. For example. To receive a credit, the broken eyeshadow must still be inside the clamshell packaging.
• We also need a photograph of the shade name.  

Note : notifying us of a damaged item via social media does not count as notification. Once we receive your email, you should be notified within 48 hours of your store credit in the form of a gift card. We do not offer the option of a refund. 

Unfortunately, this policy does not apply to any products that were sent to a mail forwarding company. 

If your product arrived damaged and 48 hours have passed, unfortunately, we cannot issue a store credit. 

Plain Jane 

If you're in the US, we will do our best to send you a replacement shade. This shade will be packaged in a plastic clamshell only.  If we are unable to send out the replacement shade, we will issue a store credit for the price of the eyeshadow which is $5.16. 

Note: Our eyeshadows are "textured" and may appear as if they have minor flaws in different finishes. We also provide 3 grams of product in a 27mm pan that may rub against the film protector and/or clamshell. This may be exacerbated during shipping. The eyeshadows are new and were made in a sanitized lab environment. For these reasons, we do not credit or respond to emails regarding eyeshadow pans that appear "flawed". 

Your order may arrive in multiple shipments. Please check your email for the tracking/shipment notifications. If you feel that items are still missing, please send us the order number, a photo of the front of the box, including a clear photo of your mailing label, packing list and the list of missing items within 48 hours of your delivery. We will perform an investigation and notify you within 48 hours of our next action. Our email is info@adeptcosmetics.com. Please be sure to include all pertinent information within 48 hours of the confirmed delivery. Note: missing eyeshadows will be issued a store credit in the form of a gift card if it is determind that they were indeed not shipped with your order. 

Our return policy is here. 

Yes. We accept gently used items for return - empty magnetic palettes only. Excludes final sale items. 

No. Please be sure that the purchase was made from our website. 

If you purchased a bundle, the entire set must be returned. If we receive only part of the set, you will not receive a return credit and we will not return the items back to you. 

We refund everything minus the shipping charges and the Shopify transaction fee. 

Once we receive your return, your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days, depending on your bank. 

Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@adeptcosmetics.com.

Sale items (if applicable):
Sale items are also eligible for a refund. Last Call /Final Sale items, unfortunately cannot be refunded for any reason, as these are sold as "Final Sale".

Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@adeptcosmetics.com and one of our Customer Care Agents will send you directions.

Gifts:
We don't offer a gift purchase option at this time. The gift giver will have to contact us directly to receive a refund, at which time, the same refund rules will apply. 

We're sorry, but Adept Cosmetics cannot help you unless you purchased the product directly from our website. 

Please be aware that your order may arrive in multiple shipments and therefore, you may receive multiple shipping notifications. 

Please be aware that any delays incurred by the carrier is at their discretion and not at the discretion of Adept Cosmetics. If the carrier decides that your package needs to be picked up at the post office rather than delivered to your door - this is at their discretion as well and not at the discretion of Adept Cosmetics. You must make the trip and pick up your package. Any package that is not picked up for any reason and is sent back to us is not refundable and cannot be re-mailed to you. The carrier will generally give you a week to two weeks to pick up the item being held at the post office and will leave a note on your door. If a note is not left, you can find out where your item is by looking up your tracking number which is e-mailed to your inbox. 

USPS does not ship International orders door to door. They will deliver the package to your local post office and then mark the package delivered. Once the package is marked delivered to the country, our responsibility ends and you are not eligible for a refund. This applies to First Class International Packages only. From there, your local post office will deliver your items to you on their scheduled route. Upon shipment, you will receive an email with your tracking information as well as a notification via email, that your package was delivered. This notification will indicate delivery to your local post office hub. You also have the option to download an app called Arrive app from the order status page to keep track of the shipping process to your local post office as soon as it's picked up from the carrier and scanned in. (Please be aware that any delays incurred by the carrier is at their discretion and not at the discretion of Adept Cosmetics.) Once the assigned carrier has confirmed a delivery of your package to the designated country, that is where our responsibility ends. We are not responsible for lost or stolen items and cannot issue a refund or replacement. Sometimes tracking information can be incorrect, and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days. You can also check with your neighbors as it may have been delivered there in error and/or post office (if shipped via USPS) for more information. 

Items shipped outside of the United States are subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. (At Adept Cosmetics, we have to follow the law). These fees are not included in the cost of your order and therefore can not be reimbursed. Customs regulations in the U.S.A. require that we display the full product value on the front of the package (this includes products that are purchased at a discounted price or are part of a promotion, or, shipped to you as P.R.). Please check with your country’s customs office to determine what these additional costs will be prior to placing your order, or asking us for P.R.

Our company makes large palettes that when boxed for shipping, can weigh up to 4 pounds or more. The eyeshadow palette, when boxed for shipping can weigh over a pound. USPS and UPS charges us based on weight to ship to your country. To learn more about International Shipping and pricing click here.

Please Note: All orders are processed in United States Dollars and while the content of your cart may currently display in your country's currency, upon checking out, you will use USD at the most current exchange rate. Depending on which form of payment you use, foreign exchange rates, may apply.

The U.S. Postal Service® (USPS) handles package delivery up to customs at the destination country, at which point, your postal service takes over and will handle the package delivery to you. Once the assigned courier has confirmed the delivery of your package, we are not responsible for lost or stolen items and cannot issue a refund or replacement. 

When checking out, please be sure to enter your shipping address accurately BEFORE submitting your order as this information will print exactly as entered on your shipping label. If there was a mistake on your address upon checkout, we cannot issue a refund or replacement. 

We offer the following USPS shipping services. The estimated times stated below DO NOT account for time spent at customs, border inspection facilities, etc. It does not account for extended wait times during the holiday season.

• First Class Package International (no confirmed time frame, but tracking is available) May be well over 3 weeks due to COVID-19
• Priority Mail International (about 10 to 20 business days)  May be well over 3 weeks due to COVID-19
• Priority Mail Express International (about 5 to 10 business days) May be well over 3 weeks due to COVID-19

Additional fees – Taxes, Duties, Customs associated with International Shipping

You will receive a price quote in local currency for shipping fees at check out, including any applicable fees for the country you selected at checkout. Please be aware that International Customers are responsible for any and all customs fees, taxes, tariffs or duties levied by their respective government.  We are unable to fulfill any request to declare your package for any value other than the total value paid at checkout.

Note: If you refuse delivery of the shipment, the order will not be refunded. You will be responsible for payment of all return shipping fees and any other applicable fees, duties and taxes; in this case, all such return shipping fees and any applicable fees, duties and taxes will be billed to the method of payment you used. Shipping fees are also not refundable for undeliverable shipments or refused shipments. This is not negotiable. 

Packages that are sent back to us are generally not eligible for a refund. Please be sure that the address given to us at checkout is 100% accurate and deliverable.  If USPS, UPS , FedEx, etc. has trouble delivering your package for any reason, it will not be refunded. Packages tagged or labeled "Refused" or "Return To Sender" will not be refunded. 

Packages that are sent back to us are not eligible for a refund or reship. Please be sure that the address given to us at checkout is 100% accurate and deliverable.  Please also be sure to accept your delivery and/or make arrangements with your local carrier for delivery. If USPS, UPS , FedEx, etc. has trouble delivering your package for any reason, it will not be refunded. Packages tagged or labeled "Refused" or "Return To Sender" will not be refunded. 

Upon shipment, you will receive an email with your tracking information and a link which will allow you to track your shipment. If your items ship UPS, USPS or Fed-Ex, you will also receive a notification that your package was delivered. Please be aware that any delays incurred by the carrier is at their discretion and not at the discretion of Adept Cosmetics. If the carrier decides that your package needs to be picked up at the post office rather than delivered to your door - this is at their discretion as well and not at the discretion of Adept Cosmetics. You must make the trip and pick up your package. Any package that is not picked up for any reason and is sent back to us is not refundable and cannot be re-mailed to you. The carrier will generally give you a week to two weeks to pick up the item being held at the post office and will leave a note on your door. If a note is not left, you can find out where your item is by looking up your tracking number which is e-mailed to your inbox. 

Items that ship via USPS sometimes take 1 to 3 business days to update tracking information in their system and may already be on their way to your doorstep. 

When checking out, please be sure to enter your shipping address accurately BEFORE submitting your order as this information will print exactly as entered on your shipping label. Once the assigned carrier has confirmed delivery of your order, we are not responsible for stolen packages and cannot issue a refund. If there was a mistake on your address upon checkout, we cannot issue a refund. 

Note: Sometimes USPS will mark a package as delivered, when they intend to deliver it the next business day, or within a few days. If this happens we ask that you wait a week to see if it arrives. You can also check with your neighbors and/or post office for more information in the meantime.

Once the package has been scanned in by the assigned carrier, it's not considered lost until 30 days has past if you're within the United States and 60 days if you're outside of the United States. Please remember that this is after it's scanned into the carrier's system. If the package is lost in their system, please email us immediately and we will start the replacement process for you. We do not issue refunds for lost packages, however, we will send out a replacement as soon as possible. 

Below is an estimated and realistic time table of when you should receive your purchase. If an order is delayed, it will usually be stated on our home page or on the product page.  This does not include any service delays posted to the USPS , UPS, or mail carrier website. 

• Tracked Delivery : Arrives in approximately 7 to 15 business days after your order is placed. Some customers report receiving their purchase in as little as 2 or 3 business days.  This time frame includes order processing. 
• Faster Shipping (Delivery within 5 business days)
• Expedited Packages :Ships in 24 to 48 hours and should arrive in 2 to 3 business days. 
• Priority Packages:  Ships in 24 to 48 hours and should arrive in 1 to 2 business days.
• Faster Shipping, Expedited and Priority are available if a certain dollar threshold is met. 

This is for shipping purposes. If the phone number provided is not valid, your order may be cancelled and refunded back to you. 

As stated at checkout, at this time, we do not accept cancellations. We also do not reply back to any requests to cancel an order. 

Please be sure of your purchase before placing an order. Once orders are submitted, they are processed immediately and we are unable to make any changes.  This is due to the demand to ship out orders quickly, which exceeds requests to change or cancel orders. Materials for pre-ordered items are ordered with our vendor based on the amount of customer orders we receive for the item. The exception is for International orders which take up to 5 business days to process.  If 5 business days has passed on your International order, we can no longer accept a cancellation request. You may visit our Return Center for an exchange or refund for an order received that you no longer want. 

As stated at checkout, at this time, we do not accept cancellations. We also do not reply back to any requests to cancel an order. 

Please be sure of your purchase before placing an order. Once orders are submitted, they are processed immediately and we are unable to make any changes.  This is due to the demand to ship out orders quickly, which exceeds requests to change or cancel orders. Materials for pre-ordered items are ordered with our vendor based on the amount of customer orders we receive for the item. The exception is for International orders which take up to 5 business days to process.  If 5 business days has passed on your International order, we can no longer accept a cancellation request. You may visit our Return Center for an exchange or refund for an order received that you no longer want. 

Please be sure of your purchase before placing an order. Once orders are submitted, they are processed immediately and we are unable to make any changes.  

As stated at checkout, at this time, we do not accept cancellations. We also do not reply back to any requests to cancel an order. 

Please be sure of your purchase before placing an order. Once orders are submitted, they are processed immediately and we are unable to make any changes.  This is due to the demand to ship out orders quickly, which exceeds requests to change or cancel orders. Materials for pre-ordered items are ordered with our vendor based on the amount of customer orders we receive for the item. The exception is for International orders which take up to 5 business days to process.  If 5 business days has passed on your International order, we can no longer accept a cancellation request. You may visit our Return Center for an exchange or refund for an order received that you no longer want. 

• Generally, orders are cancelled for the following reasons
• Your order was flagged as Fraudulent. When this happens, cancellation occurs immediately. 
• Your address has been deemed undeliverable by our carrier partners. 
• You entered a promo code that is not applicable. 
• The quantity limits on the item(s) ordered exceed the amount that can be fulfilled. Ex. "1 per customer" 
• Your billing information didn't match the billing info that the credit card company has on file for you.
• You entered your card's expiration date incorrectly.
• You entered the card number incorrectly. 
• You exceeded a daily limit set by the credit card company for Internet transactions.

Please double-check that your billing, number and expiration info are all correct. If the cancellation was due to simply entering your card info incorrectly, you should have no trouble placing your order again. If the cancellation was due to an agreement with your credit card company about transaction limits, the best way to solve this is by contacting them directly. Adept Cosmetics® is unable to reinstate canceled orders. However, you may place an order again on adeptcosmetics.com.

_{Please be aware that we reserve the right to refuse and/or cancel orders at our sole discretion for any reason we see fit. If we see a reason fit enough to refuse and/or cancel an order, we will be refunding the purchase immediately and may refuse all future purchases in the form of a cancellation.} 

Once orders are submitted, they are processed immediately and we are unable to make any changes.  

If your bundle was purchased within a week of the change, then, yes, we will send you the products as a one time courtesy or refund you the differnce.  Please email us with your order number. Anytime after that, we cannot send you the remaining items due to the low cost nature of our products. 

No. Prices are kept low for everyone. 

To obtain PR from us, the following must be met 

• Must be over the age of 18
• Must have an active Instagram page
• Must have social media feeds that show a pattern of catering to small independent brands like ours
• Must be willing to display our products on your main Instagram page for at least a month
• Must be willing to post at least 3 looks using our products
• Must be a US resident or have a US mailing address
• Must post a photo or video of our products in use within 5 days of delivery

If you think you meet all of this criteria, please email Justine at pr@adeptcosmetics.com.  Include your social media links, (we are not considering TikTok pages at this time) location and any other information that you think is pertinent. Please allow up to 2 business days to receive a response. Note: We receive over 100 DM's on Instagram and Facebook per day and can not read them all. Email is the best way to reach us. 

We offer white labeling on select items with a low MOQ.  Please email us with your Federal EIN number and/or Reseller's Certificate ST-120 form, business website and your location to info@adeptcosmetics.com. 

Afterpay is a third party payment installment program that allows you to make purchases now and pay for them in four equal payments made every 2 weeks - interest free. For more details click here