Frequently Asked Questions
Contact us - email@example.com
Customer Service - 844-373-2906
What are your hours of operation?
3424 West Magnolia Boulevard
Burbank, CA 91505
Monday - Sunday 10am - 7pm
Major Holidays: Closed
Chat customer service is offered 8:30 am to 4:00 pm PST Monday - Friday and closed Saturday & Sunday. Online orders can be placed 24 hours a day.
Do you have stores in other locations?
Currently, the only Morphe store is located in Burbank, CA in the United States. However, you can purchase the same products found in our physical store online 24 hours a day.
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.
Do you ship to PO Box addresses?
Yes, we ship to PO Boxes, PO Box deliveries must use the Standard Shipping method. Selecting Upgraded and Express will delay processing and downgrade your shipping method to Standard.
Do you ship outside of the USA?
Customer located outside of the US the billing and shipping address MUST match. An order cancellation notification will occur for any international orders placed with mismatched addresses.
Morphe does not ship to the following countries: Belgium, Germany, Ghana, Greece, Iran, Italy, Kyrgyzstan, Mexico, Nigeria, Peru, Qatar, Russia, Saudi Arabia, Spain, Sudan, Switzerland, Turkey and United Arab Emirates. Placing an order from these countries will not allow you to select a shipping option.
Conversion and import fees do not apply to your order. However, if you live outside of the US, your financial institution or country you live in may charge additional fees on top of your total such as conversion or import taxes/customs fees. This is not something Morphe Brushes can avoid or credit you for since the fees come from your financial institution or country. Please call your financial institution or customs office first before placing your order to confirm what kind of charges you can expect from them.
Why is my coupon code not working?
Morphe Brushes creates various coupon codes at any given time. This includes PRO membership codes, promotional codes, seasonal codes, etc.
Coupon codes will not work on discounted Morphe items and non-Morphe products like Koren Zander soaps, LA Girl products, Z Palettes, etc. Coupon codes will have expiration dates. If you are entering a coupon code that has 13/14 or 2013/2014 on it, it has expired and is no longer valid. – *No longer needed- we never receive inquiries about these older codes.*
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.
I have a question about my monthly Morphe brush subscription. Who do I contact?
For all questions related to your monthly Morphe brush subscription, please go to https://liveglam.com/morphe-faq/ or call 559-425-9822
Why was my order shipped signature required?
Orders shipped using upgraded, express, or order that add up $250 or more, may require a signature for delivery. This is solely at Morphe Inc.'s discretion and done to protect the buyer's purchase.
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 7-14 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.
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.
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.morphebrushes.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.
Do you offer a PRO discount?
Yes. For a $25 fee, we offer a 20% PRO membership discount to certificate or license holders of Cosmetology/Esthetician/Similar programs and self taught artists. To apply for the discount, go to the "Pro/Certificates" tab at the top of the website. You will find two options: "Pro Membership - Certificate Holder" and "Pro Membership - Self Taught"
****IMPORTANT: Depending on which membership you select, you will need to upload a copy of your state issued ID and other items BEFORE you add the membership to your cart.
***Morphe has the right to immediately terminate any PRO member for selling on ebay, amazon, or any unauthorized website.
Processing time is approximately 3 - 4 weeks after you apply. You will receive an email confirmation with your pro member number after you are approved and your PRO membership card will be mailed out shortly after. Getting the card mailed out is not optional. You may opt out of getting the card mailed but the fees still apply. To avoid delays, please ensure you upload ALL items required in the cart.
Pro membership is good for one year: Renew Annually. Cannot be combined with any other offer.
Do you offer a student PRO discount?
Yes. For a one time $15 fee, we offer a 20% PRO membership student discount that lasts for 6 months to actively enrolled students in a Cosmetology/Esthetician or Similar programs. To apply for the discount, go to the "Pro/Certificates" tab at the top of the website. You will find three options: "Pro Membership - Certificate Holder" - "Pro Membership - Self Taught" and "Pro Membership Student"
****IMPORTANT: Depending on which membership you select, you will need to upload a copy of your state issued ID and other items BEFORE you add the membership to your cart. Please read it carefully to upload the correct files.
Processing time is approximately 3 - 4 weeks after you apply. You will receive an email confirmation with your pro member number after you are approved. To avoid delays, please ensure you upload ALL items required in the cart.
Student Pro membership is good for 6 months. Cannot be combined with any other offer.
Do you have wholesale pricing?
Wholesale pricing is available to qualified wholesale buyers with an established cosmetics retail market. Makeup artists and salons cannot apply for wholesale and must apply for a PRO membership instead. If you are a qualified wholesale buyer, you may fill out a pre-application on our wholesale website www.morphewholesale.com.
My item arrived damaged. What should I do?
We understand that you may receive damaged items due to transit. Please email firstname.lastname@example.org with your order number and a photo of the damaged item.
Why do the colors in the makeup look different that the photos online?
There are many factors that could slightly change the color of your palette or items viewed on our website. Factors includes your computer/phone 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 within for an exchange. For a return for a refund please see our return policy. Please note that used products will not be accepted for returns under any circumstances.
If an item is "Out of Stock" online, is it out of stock in your store?
Online stock does not reflect the Morphe retail locations. We recommend contacting your nearest Morphe retail store the desired item.
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 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 DO NOT email your request to cancel an order. Please use our Chat feature on our website during normal business hours Monday - Friday 9 am to 5:30 pm PST (California Time). Any chat representative can assist you.