FREE shipping on US and Canada orders over $50.
 

FAQ

We have written the answers to a comprehensive list of frequently asked questions.  The questions address a variety of topics, including how to navigate through our website and information about our store programs and policies.  If you are unable to find the answer to your question below, please submit a message to us by using the Contact Form on our website.
Affiliate Program Questions
Is there a minimum age requirement to sign up for the affiliate program?
There is no minimum age requirement.  However, affiliates under the age of 18 may encounter difficulty with opening a Paypal account, thus they will be unable to receive their monthly payments (if any).  Users without Paypal accounts will be issued company gift certificates.  These online gift certificates can be exchanged for beauty products.
Do I need to have a minimum number of followers or subscribers to join the affiliate program?
Candidates for the Outerbeauty Affiliate Program are not required to have a minimum number of followers or subscribers.
Is there any cost to join the Outerbeauty Affiliate Program?
There is no cost to join the affiliate program.
Is the affiliate program open to international applicants?
The affiliate program is open to applicants in all countries.
Do I have to provide a tax ID number to register as an Affiliate?
Canadian Outerbeauty Affiliate Program applicants will need to provide a Social Insurance Number (SIN) to register.  International and US applicants do not have to supply a tax ID number.  Enter "N/A" in the field requesting this information.
How do I inform you of my Paypal address?
After you have registered your affiliate account online, email your Paypal address by completing the contact form on our Contact Us page.  Select the "Affiliate Program" department from the drop down box of the contact form.  We will update your Affiliate account within a few business days so that your Affiliate commissions and applicable bonuses will be credited to your Paypal account.
How do I receive my commissions and applicable bonuses if I do not have a Paypal account?
If you do not have a Paypal account, we will email you our store's gift certificate in lieu of the Paypal payment. 
How do I find my unique affiliate link and website banners?
Log into the "My Account" section of our website.  Click the "View Details" link beside the heading "My Affiliate Page".  Follow the step by step instructions under the heading "My Affiliate Link And Website Banners".  It will teach you how to copy the HTML code for your unique affiliate link or the selected website banner and paste it into an email, blog or website.
Are commission and/or bonuses paid on orders placed by new customers only?
Commissions and applicable bonuses are paid on ALL successful retail orders (excluding gift certificate purchases), regardless of whether or not the customer has previously purchased from our website.
Are commission and/or bonuses paid on gift certificate orders?
Affiliate commissions and bonuses are not paid on any orders that include gift certificate purchases.
Are commission and/or bonuses paid on wholesale orders?
Affiliate commissions and bonuses are not paid on wholesale orders.
Can I earn commission and/or bonuses by clicking my own link or website banner to place an order?
You do not earn commission when you place an order using your own link or website banner.
Do you offer an Affiliate discount?
Currently, Outerbeauty Affiliates do not receive a discount on our beauty products.
How do I track successful orders and commissions earned through my unique affiliate link and/or website banner?
Log into the "My Account" section of our website.  Click the "View Details" link beside the heading "My Affiliate Page".  You will be able to view a summary of your Affiliate account, including approved and denied orders, commission earned and payouts.
Is the monthly bonus based on commissions I earn per month or per year?
The monthly bonus is based on the commissions that you earn per month.  At the beginning of each month, your commissions will fall back to $0 and you start fresh on the ranking system.
Why does my monthly bonus not show up on My Affiliate Page?
Our system does not allow tracking of the monthly bonuses.  We manually keep a record of Affiliates eligible for the monthly bonus.  Your monthly bonus will be paid out at the same time as your monthly commission payment.

Gift Certificate Questions

Are gift certificates taxable?

Gift certificates are not taxable.

Can I apply a discount or promotional code to purchase a gift certificate?

Discounts and/or promotions cannot be applied to gift certificate purchases.

How do I purchase a gift certificate?

You can purchase a gift certificate on our website in the following denominations: $25 US, $50 US and $100 US.  Before adding the gift certificate to your cart, complete the "Gift Certificate Information" box on the product page.  We require you to provide us with the sender's name, recipient's name and a valid email address.  Adding a personal message is optional, but is a nice touch when you send a gift certificate to someone you care about.  After you complete the checkout process, we will send an email with the gift certificate code to the recipient.

How do I redeem a gift certificate?

To redeem a prepaid gift certificate, go to the "One Page Checkout", then enter the gift certificate code in the box titled "Apply Coupon".  Codes are NOT case-sensitive.  There is no limit per transactions when entering in gift certificate codes into our system.

Will my gift certificate expire?

Your gift certificate does not expire.  You can use the gift certificate code until the balance is depleted.

Gift Registry Questions

How do I create a gift registry for my special event?

To create your own gift registry, click on the "Gift Registry" link at the top toolbar of our website.  In the "My Gift Registry" box, click the "Create My Gift Registry" button.  Our system will prompt you to create an account with our website or log into your existing account.

To create your gift registry, you must enter the registry name, the event date, and a password.  Anyone who wishes to view your gift registry must use this password.  If you would like the gifts shipped to your own address, check the box to select this option.  Finally, click the "Save My Registry" button to finalize the process.

How do I add products to my gift registry?

To add a product(s) to your gift registry, click the "Add To Gift Registry" link on the product details page.  You must be logged into your account to add a product(s) to your gift registry.

How do I view what products I have added to my gift registry?

Log into the "My Account" area of our website.  Click the "View Details" link beside the event under the "My Gift Registry" section. Scroll to the middle of the "My Gift Registry" page and click on the "View Products List" button.

How do I delete a product from my gift registry?

Log into the "My Account" section of our website.  Click on the "Gift Registry" link at the top toolbar of our website.  Your created gift registry is automatically displayed at the top.  Click on the "View Product List" link on the right hand side of the page.  Click the "X" button beside the desired quantity for the product that you wish to delete from your registry.

How do I inform my friends and family of my gift registry?

To inform your friends and family of your gift registry, log into your account on our website.  Click the "View Details" link beside the event under the "My Gift Registry" section.  Fill in your friends & family's email addresses at the bottom of the page.  Click the "Send Email" button.  The recipient(s) will receive an email with the website link and password to access your registry.

Does the gift registry automatically monitor what products have been purchased?

The gift registry will automatically keep track of which products have been purchased and which ones are still available.

How do I view which products my friends and family have purchased off my registry?

Log into the "My Account" section of our website.  Click on the "Gift Registry" link at the top toolbar of our website.  Your created gift registry is automatically displayed at the top.  Click on the "View Product List" link on the right hand side of the page.  The list of "Purchased Items" will be displayed.

I forgot my registry password.  Where do I find this information?


Log into the "My Account" area of our website.  Click the "View Details" link beside the event under the "My Gift Registry" section.  Your password is displayed in the "Registry Info" section.  Provide this password to your friends and family in order for them to view your gift registry on our website.

How do I edit or delete my gift registry?

Log into the "My Account" area of our website.  Click the "View Details" link beside the event under the "My Gift Registry" section.  Beside the "Registry Info" heading, there are links to edit or delete your gift registry.

How do I search for a gift registry?

To search for a gift registry, click the "Gift Registry" link at the top toolbar of our website.  In the "Search For A Friend's Registry" box, enter in the registry name, event date, and your registry owner's first and last name.  Click the "Search Registry" button.  Once the gift registry pops up below, click the "View This Registry" button.  You must have the registry password to browse the products added to the registry.  If you do not have the registry password, ask the registry owner to provide you with this information. 

How do I ship an item from the gift registry to the registry owner's address?

Search and locate your friend or family's gift registry on our website.  Add the gift registry item(s) you wish to purchase to your Cart.  From your shopping cart, click "Proceed To Checkout".  You can either ship the item to your own address or click the "Select Registry Address" button to ship the order to the registry owner directly.  The registry owner's address will automatically display in the Shipping Information fields.  Continue completing the required information on the "One Page Checkout".  Please note that the registry owner must enable this feature when creating the gift registry.  Otherwise the option to ship the package to the registry owner will not display to the purchaser.

Mailing List Questions

How do I join your mailing list?

At the footer of our website, you will see a field allowing you to enter a valid email address to subscribe to our newsletter.  Subscribing to our newsletter allows you VIP access to new product launches, exclusive sales, makeup tips and tricks, contests and giveaways, etc.

How do I unsubscribe from your mailing list?

In the website footer is an empty field under the heading, "Mailing List".   Type in your email address and click the "Unsubscribe" button.  Submit your request by clicking the "Go" button.  You can also remove your email from the mailing list, by clicking the "Unsubscribe" link at the bottom of our email newsletter.

Will you share my email address with third parties?

We do not share your email address with third parties under any circumstances.  We only collect your email address to periodically send you our company newsletter.

Makeup Brush Care Questions

How do I clean the cosmetic brushes before the first use?

Prior to first use, clean the makeup brush hair using a brush cleaner or mild baby shampoo.  Reshape the hair into its original shape and lay the makeup brush to dry flat.  Avoid wetting the area between the ferrule and the wooden handle (or it will damage the handle and loosen the glue within the ferrule). 

We recommend following the above procedure once a week to lengthen the makeup brush's lifespan.

How do I spot clean the cosmetic brushes?

To spot clean a cosmetic brush, add a small amount of mild baby shampoo or brush cleaner to tissue paper.  Wipe the makeup brush back and forth on the tissue paper until the hair is clean.

Is it normal for my new makeup brushes to shed hair and/or lose color when I wash it for the first time?

Minor shedding and dye loss is normal when natural hair makeup brushes are washed for the first 2-3 times. Please read the "How To Clean Your Makeup Brushes" hangtag included with your order.

How do I maintain my cosmetic brushes so that they last a long time?

  • Store your cosmetic brushes in a case or container like our Makeup Brush Holder to avoid a build-up of dust or damage to the cosmetic brush hair;
  • Use a piece of tissue to dust off any excess makeup left on your makeup brushes after every use;
  • Clean your brushes regularly using a brush cleaner or a solution of warm water and mild baby shampoo; and
  • Reshape the makeup brush hair after washing and lay flat to dry. 

Miscellaneous Questions

Are any animals harmed in your brush making process?

We use natural animal hair in many of our makeup brushes, but no animals are harmed in the process.

Do you offer a discount to makeup artists and other beauty professionals?

We do not offer a discount to makeup artists and other beauty professionals at this time.

How do I contact you?

If you do not have an account with us, submit a message to us by completing the Contact Form on the Contact Us page of our website.  If you are a registered user of our website, you can submit a message to us using our website's internal messaging system.  Log into the "My Account" area of our website.  Click the "Add Inquiry" link beside the "My Inquiries" heading.  Complete the online form and click the "Submit Inquiry" button.  A log of the messages sent back and forth will be saved in your account for 30 days.

My Account Questions

How do I create an account?

An account is automatically created for you when you make a purchase at our online beauty store.  To create a retail account, click on the "My Account" page on our website.  Click on the "Create Account" button under the heading "New Customers".  Complete the online registration form in full.

How do I edit my account billing and/or shipping address information?

Log into the "My Account" area of the website.  Click the "Update Address" link beside the billing or shipping address that you wish to update.  Enter in the new address information and click on the button "Update My Information" to save the changes.

How do I change my user password?

Log into the "My Account" area of the website.  Click the "Update Address" link beside either  the billing or shipping address.  Enter in your old password, the new password and a confirmation of the new password.  Click on the button "Update My Information" to save the changes.

How do I recover the user password to My Account?

Click on the "My Account" link on the top toolbar.  Enter your email address in the field under the heading "Forgot Your Password?".  Click the button "Reset My Password".  You will be sent an email allowing you to create a new password.  You can reset your password within 10 minutes of receiving the email.  If you wait longer than 10 minutes, the link will expire and you will need to repeat the previous steps to reset your password.

Order Questions

How do I find a specific product on your website?

There are several ways to find a specific product on our website: (1) enter the product name or description into the Search box on the top left hand corner of our website and hit enter.  A list of products relevant to your search term should appear; (2) navigate through the category and subcategory pages from the toolbar on the left hand side of our website; (3) click on the link "Product Index" on the bottom toolbar of the website.  A list of all our products will appear.

Can I place an out of stock item into my cart?

Out of stock items cannot be ordered.  The "Add To Cart" button is replaced with a "Put Me On The Waiting List" button.  If desired, add your name to the unavailable product's waiting list.  Once the item is in stock, you will be notified by email.

How can I pay for my order?

We accept Visa, Mastercard, American Express, Discover and Paypal. 

What currency is used for your prices?

All prices listed on our website are in US dollars. 

How do I enter a discount or promotional code?

To redeem a discount or promotional code, enter the code in the box titled "Apply Coupon" in the "One Page Checkout".  Codes are NOT case-sensitive.  Only one promotional or discount code per transaction is accepted. 

What should I do if my shopping cart does not appear to function properly?

We suggest that you clear your cookies and browsing history.  Once you have completed this action, re-add the wanted products to your shopping cart and continue to checkout.  If you continue to have problems, send us a message using the contact form on the Contact Us page.

How do I know if my order has been shipped?

You will receive an email informing you that your order has been shipped.  If you did not receive an email from us, check your junk mail folder to see if the email as been filtered to that folder.  Alternatively, log into the "My Account" area of our website.  Under the heading "Track Your Recent Orders", locate the order number.  Beside the order number shows the current status of the order. 

How do I change quantities or cancel an item in my order?

Once an order has been placed, you will not be able to change quantities or cancel an item through the "My Account" section of our website.  Please contact us using the contact form on the Contact Us page of our website.  We will make our best attempt to accommodate the request as long as the order status is still listed as "New" under the heading "Track Your Recent Orders" of the "My Account" section of the website.  The order total, taxes and/or shipping costs will be adjusted to reflect the changes.  Once the order status reaches "Processing", "Partial" or "Shipped", we can not modify the order.

How do I obtain a copy of my invoice/receipt?

A copy of the invoice/receipt is emailed to you at the time that you place the order.  If you did not receive or have deleted the emailed receipt, you can print out a copy from the "My Account" section of our website.  Log into your account.  Under the heading "Track Your Recent Orders", click on the "View Details" link beside the order you wish to obtain the receipt for.  Click on the link "Print Version" on the top left corner of the screen to print out a copy of your receipt.

My order did not arrive.  What should I do?

Log into the "My Account" section of our website.  Locate the order number under the "Track Your Recent Orders" heading to view the status of the order.  Ensure that the status of the entire order is "Shipped".  If a tracking number is provided for the order, contact the shipping carrier to see if the order has been delivered.  If the package shows as delivered, but you still have not received your order, then please contact us using the contact form on the Contact Us page of our website for assistance.

What should I do if an item is missing from my order?

Log into the "My Account" section of our website.  Locate the order number under the "Track Your Recent Orders" heading to view the status of the order.  Ensure that the status of the ENTIRE order is "Shipped".  If a tracking number is provided for the order, contact the shipping carrier to see if the order has been delivered.  If all the packages show as delivered, but you are still missing an item from your order, please contact us using the contact form on the Contact Us page of our website for assistance.

What should I do if I received the wrong product in my order?

If you have received the wrong product in your order, please contact us immediately using the contact form on the Contact Us page of our website for assistance.  We will try our best to correct the mistake.

Product Reviews, Sponsored Contests & Giveaway Questions

Can you send beauty products for me to review?

If you run a professional beauty blog, beauty magazine, beauty website or Youtube channel, etc., we send products out for review.  To be considered, follow the instructions on the Product Reviews page.

Do you sponsor any contests and/or giveaways?

Yes, we do sponsor contests and/or giveaways if you run a professional beauty blog, beauty magazine, beauty website, Youtube channel, etc.  Please send us a message using the Contact Form on our website and select the "Marketing" department in the drop down box.  In your email, please specify your website address, monthly blog/magazine/website/Youtube traffic numbers and/or subscriber details, as well as the details and/or theme of the contest and/or giveawayAny additional information that you provide about yourself or your blog/magazine/website/Youtube channel, etc., would be beneficial.

Refund Questions

What is your return policy?

You can return an unused item within 60 days of its purchase date.  The item must be returned in its original retail packaging, with all hangtags attached, instructions, brochures, parts and accessories (if applicable) to qualify for a full refund of the product price plus applicable taxes.  Items returned in an unsellable condition will not receive a refund.

Do you accept exchanges?

We do not offer exchanges at this time.  Please return the unwanted item(s) within 60 days of the purchase date and submit another order for the product(s) that you want.

Do you have a restocking fee on returned items?

There is no restocking fee on returned items, unless the item being returned appears to be used and/or is missing any of its original components and packaging materials.  The restocking fee will vary depending on the condition of the returned merchandise.

Do you refund my original shipping charges?

Unless we have made a mistake in sending out your order, there is no refund on the original shipping charges.

Do you pay for the return shipping charges?

Unless we have made a mistake in sending out your order, the customer pays for the return shipping charges.

How is my refund credited?

The refund (of the product price plus any applicable taxes) will be credited back to the original method of payment.  Any item that was originally shipped free to a customer (under a free shipping promotion), will be credited the product price plus applicable taxes less our incurred shipping cost.

What happens if I received a damaged/defective product?

We will offer you a full refund or replace the item for you at no additional cost.  You have 60 days from the purchase date to obtain a refund or replacement of the damaged/defective item.

What is the procedure to obtain a refund or return a damaged/defective product?

You will need to obtain a Return Merchandise Authorization (RMA).  Click on the following link for step-by-step instructions: Return/Replacement Procedures For Beauty Products.

How long will it take to process my refund?

The refund will be processed within 3 business days after we receive the returned item(s).  It will take additional time for the refund to show up on your credit card or Paypal account.

Rewards Program Questions

How many rewards points do I get per dollar spent at your online beauty store?

For retail customers, we offer 1 rewards point for every dollar spent on our website.  Wholesale orders do not get any rewards points.

Do you offer rewards points on gift certificate purchases?

Rewards points are not offered on gift certificate purchases?

How many rewards points are awarded for purchasing a certain product?

Go to the product details page.  A box at the bottom of the page will display how many points you will earn for purchasing the product.

Where can I view how many rewards points I have accumulated? 

Log into the "My Account" area of our website.  Your total amount of points earned is listed under the "My Rewards" section.  For a listing of the points earned per transaction, click the "View Details" link beside the "My Rewards" heading.

How do I redeem my rewards points for products?

Log into the "My Account" area of our website.  Click the "Redeem" link beside the "My Rewards" heading.  A list of products that are available to redeem will display.  Click on the "Redeem" link underneath the product you wish to redeem.  Please note that you must have enough rewards points in your balance before you can redeem a product.

Shipping Questions

Do you ship worldwide?

Yes, we ship all of our products to virtually every country.

Which shipping carriers do you use?

We currently ship US and international orders by United States Postal Service (USPS).  Canadian orders are shipped by Canada Post (by default) and USPS (by option).  At this time, we do NOT ship by DHL, Fedex, T&T, UPS, etc.

After placing an online order, how long does delivery take?

It generally takes 1-2 business days for our warehouse to process your order.  Once we drop off your package at the post office, the estimated shipping time is as follows:

International Customers:

  • USPS First-Class Mail International: 14-31 business days;
  • USPS Priority Mail International: 6-10 business days; or
  • USPS Express Mail International (EMS): 3-5 business days.

U.S. Customers: 

  • USPS First-Class Mail: 3-5 business days;
  • USPS Priority: 2-3 business days; or
  • USPS Express: 1-2 business days.

Canadian Customers:  

  • Canada Post Expedited: 2-13 business days; or
  • USPS First-Class Mail International: 14-21 business days.

How much does it cost to ship my order?

FREE shipping is offered on orders over $99 US to our US & Canadian customers.  Unfortunately, we are unable to extend this offer to our international customers.

The shipping cost varies for all international orders and US orders under $99 US.  The amount charged for shipping is based on the country that the order is being shipped to and the total weight of the parcel.  To view the shipping costs associated with each shipping method, enter the shipping address into the "Shipping Information" box of the "One Page Checkout".  The shipping cost will automatically display in the "Shipping Method" box.

A shipping fee is charged on orders under $99 US delivered to a Canadian address.  Depending on which province the order is being shipped to, the fee ranges from $7 - $15 US.  To view the shipping rates for each Canadian province, click the following link: Shipping Costs On Beauty Products.

Do you offer shipping insurance as an add-on option?

Unfortunately, we do not offer shipping insurance on our parcels at this time.

Is a tracking number offered on all shipments?

A tracking number is offered on all packages except items shipped by USPS First-Class International Mail and some orders shipped under a free shipping promotion and/or shipping discount.

Will my package be assessed any customs charges?

Parcels sent to US addresses will not be assessed any customs charges.

Parcels sent to Canadian addresses will not be assessed any customs charges if the order is shipped by Canada Post.  Canadian customers selecting USPS First-Class Mail International to save on shipping costs may be subject to some additional taxes and duties imposed by Canada Customs.  We are NOT responsible for any additional fees that you incur by the postal service and/or Canada Customs when your parcel arrives at the delivery address.  Please select Canada Post Expedited as your shipping method if you wish to avoid any potential charges by Canada Customs.

Packages sent to international addresses may be subject to duties, taxes and/or brokerage fees (determined by the individual country).  If any additional fees are charged, it is the responsibility of the customer to pay it.  We have no control over the additional fees charged by Customs and/or the postal system when the package arrives in your country.

Can you declare that my parcel is a "gift" or write a lower value on the Customs forms?

Your parcel will be declared as "Beauty Products" or something similar on the Customs forms.  The full value of the merchandise will be declared.

Tax Questions

Do I have to pay sales tax if my order is shipped to a US address?

US and Canadian sales tax is not charged on orders shipped to the United States.

Do I have to pay sales tax if my order is shipped to an international address?

US and Canadian sales tax is not charged on orders shipped to an international address.

Do I have to pay sales tax if my order is shipped to a Canadian address?

Orders shipped to a Canadian address is not subject to any US sales tax.  However, Goods and Services Tax (GST) or Harmonized Sales Tax (HST) is charged.  We charge Provincial Sales Tax (PST) on orders shipped to British Columbia.  Please note that residents of Manitoba, Prince Edward Island, Quebec and Saskatchewan are expected to voluntarily remit PST to their provincial government.

  • To determine the percentage of Canadian sales tax levied on your order, click on the following link: Taxes On Beauty Products; or
  • To determine the dollar amount of Canadian sales tax charged on your order, click on "Proceed To Checkout" from your Shopping Cart.  Complete the "Shipping Information" box on the "One Page Checkout".  The amount of taxes you will be charged will automatically display in the "Order Total" box.

Wholesale Questions

Do you accept wholesale applications from international retailers?

We accept wholesale applications from online and physical retailers in all countries.

How do I apply to become a wholesale reseller?

Click on "Wholesale" on the top toolbar of our website.  Read the instructions and proceed to registration by clicking on the "Apply To Become A Wholesale Reseller" button.  Complete the registration form in full.  Ensure that you complete all the fields including the company name, tax ID number or business number, and all the venues you plan to resell our beauty products. 

What information do I need to provide to be approved as a wholesale reseller?

In order to become an approved wholesale reseller, you must provide a valid business number or business tax ID number AND some documentation showing that you own the business in question.  For example, a business license would suffice.  Once you have submitted a wholesale application online, email (service@outerbeautycosmetics.com) a PDF or JPG of your additional documentation.

Should I use the same user email for both my retail and wholesale account?

Do not use the same user email for both your retail and wholesale account.  Using the same user email will cause confusion within our system and void both accounts.

Can I get free product samples to evaluate the quality before placing a wholesale order?

In order to offer very competitive pricing for all our beauty products, we do not send free samples to wholesale resellers.   However, you can order any item you like on our website at retail pricing.  You will need to order through a retail customer account using a different user email from your wholesale account.  When you are ready to place your first order, log into your wholesale account to obtain wholesale pricing for our beauty products.

When can I begin placing wholesale orders?

Wholesale applications are reviewed within several business days.  Once approved, you will receive an email confirmation and you can begin placing orders online at wholesale prices.
Do you have a minimum order requirement for wholesale orders?
The minimum order amount for wholesale first orders and reorders is $500 US.
How can I view the wholesale prices?
To view the wholesale prices, you will need to register as a wholesale reseller on our website.  Once approved, you can log into the "My Account" area of our website.  Once logged in with your wholesale user email and password, you will be able to see the wholesale prices on each individual product page.

Wish List Questions

How do I add a product to my wish list?

Log into your existing account or create a new account.  Go to the individual product page, and click the "Add To Wish List" link.

How do I view what products are on my wish list?

Log into the "My Account" area of our website.  Click the "View Details" link beside the "My Wish List" section.  The items on your wish list will be displayed.

How do I purchase a product from my wish list?

Log into the "My Account" area of our website.  Click the "View Details" link beside the "My Wish List" section.  Select the product you wish to purchase and click the "Add To Cart" button. 

How do I delete a product from my wish list?

Log into the "My Account" area of our website.  Click the "View Details" link beside the "My Wish List" section.  Select the product you want to delete and click the "X" button.