FREQUENTLY ASKED QUESTIONS
Q. How long will it take me to get my order?
A. On average, you can expect to receive your order in about 1 to 2 weeks. It takes a few days for order processing and packing, then depending on where the package is being shipped to, Fedex SmartPost could take up to 10 business days.
Q. My order says complete but I have not received my tracking number. Where is it?
A. When the order is listed as complete on the website it means that it has been processed, but that does not mean it has shipped. When your package has shipped you will receive an email with your tracking number. Please make sure to check your Spam/Junk Folder and add firstname.lastname@example.org to your safe list.
Q. What if I didn’t receive a tracking email?
A. Please contact email@example.com and a customer service representative will be able to assist you. Please make sure to check your Spam/Junk Folder after the 3 business day turnaround.
Q. I received my order but something is broken and/or missing. What do I do?
A. Please contact firstname.lastname@example.org or call 1-866-NYX-1004 and let us know so that we can create an issue ticket and send you out the product ASAP.
Q. How do I apply for the Professional Discount?
A. Please review the application and requirements for the Professional Discount here.
Q. What is your return policy?
A. Please review our return policy here.
Q. Do you have samples of your products that I can get for free?
A. Unfortunately, we currently do not offer any product samples but it is in the works.
Q. How can I find a NYX Store?
A. NYX does not have free-standing stores but there are merchants that carry our products. Please refer to the store locator on our website here to find a store near you. Please note that our entire product line is not carried at the stores so we advise you to call your local store before going to make sure they are open and that they have the product and shade you are looking for.
Q. Can I come to your office and tour the facilities?
A. Our office and warehouse are not open to the public.
Q. Can I order internationally from your website?
A. We have partnered with MyUS.com to offer convenient, fast international shipping to more than 225 countries for our customers. Sign up with MyUS.com and receive your own U.S. street address. MyUS.com provides specialized international package forwarding services from your new U.S. address to your international address.Note: NYX is proud to offer a FREE Standard MyUS.com Membership to all of our customers. Complete all registration steps and discount will be applied in the final step after you enter billing information. You will not be charged for the standard subscription.
Q. I bought NYX at a store can I return it to you?
A. We only process returns for www.nyxcosmetics.com. If you order from another store (either online or from a brick and mortar) please return to wherever you purchased from.
Q. Do you have any job openings?
A. Please view the career portion of our site here.
Q. How do I cancel and order?
A. Please call 1-866-NYX-1004 or email us at email@example.com so that we can help you. If your order has already shipped it cannot be cancelled.
Q. I didn’t order anything but I was charged. What do I do?
A. Please call 1-866-NYX-1004 so that we can help you immediately. We will work with you to get this resolved.
Q. How long will an item be marked as sold out?
A. If you see an item is sold out on our website feel free to call 1-866-NYX-1004 or email us at firstname.lastname@example.org so that we can update you on the status of when it should be restocked.
Q. I have a blog/YouTube and I am interested in NYX Products. Can I get free products to review?
Q. How do I request sponsorship from NYX?
Q. My login/username and/or password are not working. What do I do?
A. You can enter your email address in here to retrieve your password. If you need additional assistance please call 1-866-NYX-1004 or email us at email@example.com so that we can help you.
Q. I see my package was delivered but I never received it. What do I do?
A. Please call 1-866-NYX-1004 or email us at firstname.lastname@example.org so that we can help you. We will have to start a trace with USPS for the package. This can take up to 8 business days to complete. Once we have heard from USPS we will contact you with options. Please note NYX does this as a courtesy to our customers and has no liability for lost, damaged or stolen packages. To review our shipping policy, see this page.
Q. Can I use an international credit card to ship within the US?
A. Yes. Leave the country as “Unites States” but make sure that the billing address and zip code (country code) match what is listed on your credit card statement.
Q. Does NYX take orders over the phone?
A. It is preferable that customers try to place their orders on the website themselves. If you have a problem ordering please contact customer service at 1-866-NYX-1004. Phone orders can be placed on a case by case basis based on the availability of our e-commerce team.
Q. How do I become a wholesaler/distributor?
A. Please email an inquiry to email@example.com and it will be forwarded to our wholesale/distribution department for domestic inquires or our international department for international inquiries.
Q. When does NYX have sales?
A. We have sales periodically. The best way to know when are having a sale is to sign up for our newsletter. You can do this when you create an account on our site or use the form at the bottom of the home page with the email (envelope) icon.
Q. Can you send me a catalog?
A. We currently only have catalogs for our wholesale/distributors only. The most up-to-date place to see our products is on our website.
Q. What does Cruelty Free mean?
A. NYX Cosmetics is certified and acknowledged by organizations, such as PETA, as a cruelty free brand. NYX is committed to producing 100% cruelty-free cosmetics. NYX does not test any of its raw materials or finished products on animals.
Q. Are NYX Products lead-free?
A. NYX cosmetics are inspected and FDA approved. If any lead exists in our products it is at such low levels that would not prove harmful to the customer. NYX would never advertise a product that we believe would provide nothing less than great results for our customers.
Q. How will my order be shipped?
A. NYX uses FEDEX SmartPost for all standard shipments, and FEDEX Overnight or Two-Day for Expedited Shipping.
Q. Are your products vegan/gluten free?
A. Most of our products are but a few do have animal derived ingredients and/or could contain gluten. It is best for the customer to view the labels of each product in-person and determine if there is any ingredient that could be derived from animals and/or contains gluten.