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 throughout 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.
For packages delivered to a freight forwarding company, Adept Cosmetics® is not responsible for any lost, missing, or damaged goods and we strongly recommend purchasing the shipping protection plan at checkout to protect your package. Unfortunately, we cannot make any exceptions to this policy.
The Billing Address MUST match the address on your credit card. Do not use the Freight Company address as your billing address as this may cause your order to be delayed or be tagged as a fraudulent order.
*Products with longer than usual lead times, will clearly show the estimated ship time in the product title and description. For ex. Ninhydrin: ships by late February* If this is not displayed on the product, then our normal lead time is 7 to 10 business days. Please expect some delay, however, during a pandemic.
Once an order is placed, it is immediately placed in a shipping cue that goes to our shipping provider. Our shipping provider tries to get your order shipped quickly. Your tracking number will be sent via email to the email provided in your order number. Once it's sent, you will have the opportunity to track your package via text message as well. Please expect delays during a pandemic.
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.
Did you purchase shipping protection at checkout? If so, please contact us to file a claim.
Upon shipment, you will receive an email with your tracking information. If your items ship UPS or USPS, you will receive a notification that your package was delivered. You also have the option to download an app called SHOP from the order status page to keep track of the shipping process as soon as it's picked up from the carrier. (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, 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.
International shipping charges are based on weight. We only ship using expedited freight services and do not offer any First Class Package service. 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.
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.
Priority Mail International (about 10 to 20 business days) May be well over 3 weeks due to COVID-19Priority 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.
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. By ordering goods from adeptcosmetics.com for shipping to destinations outside the United States, you expressly agree to become Importer of Record (“IOR”) for the products ordered by you, and, accordingly, customs clearance shall be made in your name and on your behalf.
Please email us within 24 hours of placing your order. After 24 hours have passed, orders cannot be canceled. Orders cannot be canceled if they have already shipped out or if they have already been placed in a shipping queue
We apologize if your order was cancelled. Please know that it can happen for a number of reasons. In authorizing your purchase, we electronically request an approval from your credit card issuer. If your credit card company does not provide that authorization, there are a number of likely reasons,
1.Incorrect billing address. This is typically your home address or location where the statement for your card is mailed. If you are using a freight forwarder, please enter your true billing address at checkout.
2. You entered your card's expiration date incorrectly
3.You entered the card number incorrectly
4. The CVV number was not entered correctly or was not entered at all.
5. You exceeded a daily limit set by the credit card company for Internet transactions
6. Order was flagged as high chance of fraud. (There are many reasons for this including fraud prevention restrictions by the credit card company, which can lead to orders being canceled based on the IP address you used. Use a different payment method, or find another computer or location to perform the payment)
Other Reasons Include:
7. Limited stock availability.
8. Ordering from a country that has product restrictions/regulations.
9. Bulk ordering/exceeding the limits mentioned on the product page
10. We feel that we are unable to meet your customer requirements based on past order history. We will continue to try and do better, but until we do, the order will be cancelled.
11. Your address is a freight forwarding company that has a history of breaking our products or making claims of missing items.
12. Your order was placed on Facebook or Instagram and our timeframe for fulfillment exceeded their SLA (service level agreement). In these cases, Facebook or Instagram will cancel your order and issue a refund if we exceeded the timeframe needed to fulfill your order.
Please note: We reserve the right to refuse or cancel your order at any time for any reason, including but not limited to: product or service availability; we suspect you are purchasing products for resale without written permission from us; errors in the description or price of the product or service; error in your order or other reasons; or if fraud or an unauthorized or illegal transaction is suspected. .We are unable to reinstate an order once cancelled. You will need to revise and replace your order.
Did you purchase shipping protection at check out? If so, please contact us to file a claim.
As you can see when you opened your packaged, we do everything in our power to ensure that your items arrive in perfect condition. Our sincerest apologies if your items arrived damaged.
You do not need to send the damaged eyeshadow back to us. Just email firstname.lastname@example.org 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.