Frequently Asked Questions
Contact us - email@example.com
Customer Service -
P.O. Box 6566
Orange CA, 92863
What are your hours of operation?
Monday - Friday 9am - 5pm PST
Saturday, Sundays and Major Holidays: Closed
Do you accept Visa, Mastercard or American Express gift cards?
Yes, however because we have a secure cart checkout, your "billing" address must be verified. This means that you must register your Visa, Mastercard or American Express gift card online with the issuing bank including providing them your mailing address in order to use gift cards. Otherwise, your order may be declined even if the gift card is valid and active.
Do you offer free shipping?
We offer free shipping for orders over $100 after promotional codes (it must be $100 after the discount is applied and before shipping charges, taxes, etc.). This is only available to the contiguous United States.
What is the BEST shipping option to ship out our products which include makeup palettes?
We STRONGLY recommend FedEx for any products purchased especially makeup palettes. Makeup is sensitive and always has the potential to get damaged during transit. FedEx offers an automatic $100 of free insurance for lost, damaged and stolen items. If you choose USPS and your palette or other products arrive damaged, are lost or stolen, you cannot file a claim.
Do you ship to PO Box addresses?
Yes, we can ship to PO Boxes but only via USPS. FedEx will NOT ship to a PO Box, so if you want FedEx as your shipping option, you must enter a non-PO Box address. Unfortunately, If you enter a PO Box shipping address and FedEx shipping, to avoid delaying your shipment, we will ship our your package using USPS. Please understand this is solely to avoid unnecessary delays to shipping your order.
Do you ship outside of the USA?
Yes. We offer international shipping via DHL.
Why is my coupon code not taking discounts on all items I purchased?
Atara Cosmetics puts out various coupon codes at any given time. This includes PRO membership codes, promotional codes, seasonal codes, etc. These codes are valid ONLY on Atara Cosmetics products. The codes will not work on non-Atara products.
Website pricing. Discounts & promotions.
Pricing on the website is subject to change without notice. Orders placed prior to promotions are not eligible to receive new promotions, or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to system error or unforeseen issues.
After I place my order, how long does it take to ship out my order?
When you place your order, it takes 2-7 business days to process your order (not including weekends of holidays), however during times when a highly popular item is being sold, holidays or other special circumstances orders may take 7-10 business days to process. We try to be as clear as possible adding banners and messages on our website so you can place your order with full knowledge of the processing time expected. Processing time means the order is fulfilled and packaged during this period. Once complete, your order will then be shipped based on the shipping method you selected. Please see the "How long does shipping take?" FAQ for shipping time frames.
I need to change my order. How can I do that?
If you need to change your order because you entered the wrong address, forgot to add an item, need to remove an item or any other reason, you must do this within 2 hours of placing your order (or until 11 am PST the next business day for orders you placed after 5:30 pm, on weekends or holidays). This can only be done if your order is still "processing" or unfulfilled. If your order is fulfilled quickly which can happen if you order a single item, we are not able to make modifications to your order after the order is marked as fulfilled. Please DO NOT send an email with change requests as time sensitive items cannot be processed quickly by email.
Why is my tracking number not updating?
If you just received the tracking number (within the last 2 days), it can take up to 48 hours for the tracking number to show the first update. Please allow at least 48 hours to pass after receiving the tracking before attempting to track your package. On rare occasions, tracking numbers may not update. This is particularly more likely with USPS. USPS provides tracking as a courtesy. As they pick up packages from our facilities, each one is scanned which starts the tracking process. However, USPS will sometimes pick up packages in bulk and not scan each package. This results in no tracking being available however, the item is still being delivered as normal. Once the item arrives to your home, the tracking is updated at that time. We are unable to control this issue since it is a USPS process. However, rest assured your item will be delivered.
It's been over 48 hours and my tracking number still says "label created" but is not updating.
When your tracking continues to say "label created" but does not show any other update for days, this means the following: The shipping service normally scans each box at our facility before loading it into the FedEx or USPS truck. That initial scan begins the tracking process. However, on rare occasions, the shipping company driver will load multiple packages into the truck without scanning. The package is on its way to the customer as normal (it is not delayed in any way) however, that lack of that initial scan is preventing the tracking number from updating. Please DO NOT BE ALARMED. Your package is shipping as normal and will arrive with normal delivery. The tracking will only update once the package is delivered. We are sorry for the confusion this may cause, however, it is something that is out of our control.
I did not receive an email with my tracking number?
When your order is processed and shipped you will receive a tracking number via email with your tracking info. Remember that this may take between 2-7 days for processing after your place your order. If you have not received this email please check your SPAM folders to try and locate it. If you cannot locate it, log in to your account on www.ataracosmetics.com and take a look at your "My Account" area. Your tracking number and any info regarding your shipment will be available for you to view on the orders linked to your account. If you check out as a guest during your purchase, you will not have access to this information whoever, you will still receive your email confirmation with tracking once the order ships.
How long does shipping take?
Orders usually ship within 2-5 business days. During busy times like holidays, when popular items are restocked, or new exclusive products are released, processing times may take 5-10 business before they are shipped out. Shipping transit times are based on your location. For domestic orders, it can take anywhere from 1-5 business days to arrive AFTER the processing times. Please understand there is a difference between processing time and shipping time.
For international orders, it depends on the shipping method you selected. Below are some examples of the different time frames:
International Standard Shipping can take anywhere from 1 week to 3 months to arrive, can be longer or shorter depending on customs delays.
Priority Mail delivery time is 6-10 business days to arrive (this does not include any customs delays).
Express Mail delivery time 3-5 business days (this does not include any customs delays).
My item has not arrived yet. What should I do?
Atara Cosmetics sends an email confirmation with your tracking number once your order is processed. Please allow 24-48 hours for the tracking number to be updated after you receive the email. Please track your package via the shipping method you selected; www.fedex.com or www.usps.com
My item is backordered. What does that mean?
If your order has any item marked as "backordered" we will hold on to your shipment until all items are in stock. This is done in an effort to be more environmentally friendly. Once all items are in stock for your order, you will receive an email with a tracking number.
My item arrived damaged. What should I do?
There is always a possibility that an item(s) can be damaged during transit. Unfortunately, that is out of Atara Cosmetics's control but we do offer assistance when it comes to FedEx. FedEx offers an automatic $100 in insurance when you select FedEx as your shipping method. Atara Cosmetics strongly recommends using FedEx for all shipping. Please email us a photograph of the items(s) you received including the damaged item and be sure to include your order number. The email to send this information to is firstname.lastname@example.org. We will need to assess the situation and file a claim with FedEx. Once the claim is approved (normally 5 business days), we can send a replacement. Please be sure to keep ALL boxes, packaging and do not use any product because FedEx may request to inspect the items and packaging for their internal review. They will not accept the package if it is with used items. Again, this is only if you selected FedEx as your shipping method. If you selected USPS as your shipping method, unfortunately there is no insurance associated with that option and a claim cannot be placed.
Why does my product look a little different than the photo online?
On rare occasions, a an eyelash or brush may vary slightly in terms of bristle color. This is due to many factors including variations in natural hair tones and manufacturing and has no bearing on quality. Use and application are exactly the same for all brushes with the same product ID. Please note that many videos, reviews and articles are written about our products across multiple media channels. Some of those reviews and videos may be out of date because Atara Cosmetics updates products regularly. Please base the "look" of the product you expect to receive on our website photos.
Why do the colors in the makeup look different that the photos online?
We take photographs of the exact eyelashes, brushes, eyeshadow palette and makeup being sold. There are many factors that could slightly change the color of your palette when compared to the online photo. This includes your computer monitor settings, lighting, and sometimes even personal preferences. If you are not satisfied with the colors, you may return unused like new and in original like new packaging products. Please note that used products will not be accepted for returns under any circumstances.
Do you offer free samples?
No. Due to overwhelming demand for our products, we are not able to provide free samples of any kind. Most of our lashes, brushes and products are priced affordable to allow you to test the quality before purchasing higher priced items or in bulk.
How do I cancel my order?
Note: Only orders that have not yet shipped can be cancelled. If you purchased a single item, it is possible for your order to be processed quickly and once marked shipped, cannot be cancelled. If you placed your order on our website, please email your request to cancel an order.