FREQUENTLY ASKED QUESTIONS
To assist you in a timely fashion, we have provided answers to common questions below. If you have further questions, please feel free to contact your sales rep. Thank You!
General & Compliance
I’m ready to proceed. How do I start?
Contact your sales rep and let them know! If you do not have a sales rep yet, please provide your information here – http://brushesbykaren.com/contact-us/
Please be as descriptive as possible so that we understand your needs and assign the correct sales rep to assist you further.
Wee look forward to working with you!
Can I tour your factory?
Our factory is off limits to visitors for insurance reasons and simply the fact that we are private label and must respect the anonymity of our clients whose identities may be visible on the factory floor.
Can we use your web images on our website?
Unfortunately, no. We ask all clients to take their own photography so everyone remains as unique as possible.
What legally must go on my label?
It is your responsibility to comply with US Code of Federal Regulations (CFR) regarding labeling procedures. By placing your order with us, you confirm that products will not be adulterated or misbranded, and upon final processing, labeling, or repacking, such goods will be properly labeled. Detailed information regarding proper labeling can be found here: Code of Federal Regulations 21 (CFR 21 Part 701)
Note: For all orders that are shipped/sold outside of the USA – you are responsible for your own regulatory compliance. We will be happy to work with your third party authorized authorities if needed.
Can I label the products as Gluten Free?
To the best of our knowledge, and based on our ingredient supplier information and our formulation procedures, our “gluten free made products” are gluten free. However, normal operations involve shared kettles and preparation areas that may contain traces of gluten. Plus, as a private label (no-name brand) we are not making this claim on our formulas. As the end retailer, you are responsible for your own testing for this claim. We will be happy to work with your third party authorized authorities if needed.
Can I label the products as Vegan?
The Cruelty Free Seal (shown on our site) was acquired by us through the Leaping Bunny program.
To license this seal for your own use – you must contact the Coalition for Consumer Information on Cosmetics yourself, for own license & permission. http://www.leapingbunny.org
Note: They will contact us for verification so you must have already placed a wholesale order with us (we are not able to endorse based only on a sample order).
Can I obtain an Organic Certification?
We are producing our natural makeup using natural and certified organic ingredients that we procure from our vendors. As a private label (no-name brand) our formula, in a whole, is not certified. Therefore, we are not making this product claim, and neither should you.
Can I label the Products as Organic?
Without certification, the word “organic” should not be on the principal (front) display panel. It can, however, be used to identify specific ingredients that are organically produced on the ingredient list or there can be statement on the back-information panel (i.e.: “All Natural infused with Certified Organic Ingredients”).
Do you test on animals?
No! We will not conduct, commission, or be a party to animal testing nor allow animal testing to be performed by or for submission to regulatory agencies in order to distribute our goods into foreign markets.
Where are the products made?
All of our Natural and Mineral cosmetics are made in the USA with the exception of all pencils (lip, eye, brow and duo), which are made in China. Our Traditional line of cosmetics (which is being discontinued) is made in Canada. Most brushes are made in the USA, unless otherwise stated. Some specialty brushes (kabukis, minis, brush sets, etc.) and most Disposables and Accessories are imported from overseas.
Can I sell under the Brushes by Karen or ColorStrokes name?
We are private label so our name must never appear anywhere in your marketing material, advertising nor on the products. You must sell it under your own brand name.
Can I sell on Amazon?
Yes. Please make yourself familiar with Amazon’s regulations first. Note: We do not allow the sale of our items on eBay or similar online auctions.
Will you disclose my information to other customers?
No, our customers’ information is confidential and not shared.
Shipping, Delivery & Payment
I don’t feel comfortable giving my credit card details. Is there another option for payment?
Our Online Payment Center allows you to enter your own payment details so we would not have to keep your information on file. Once your order is ready to ship, we would contact you with the final order invoice and link to our Online Payment Center. Upon receipt of payment, your order would ship.
Do you charge taxes?
We do not charge tax, unless you are in New York or California and have not yet acquired a TAX ID#. If we are shipping out of the country, duties and taxes may apply once the order is received at customs of the final country of destination. Please check with your local government for details.
What are the payment methods?
Primarily, we accept payments via authorized credit card information (AMEX, MasterCard, Visa, Discover) and our secure Online Payment Center. We can also accept payments via Wire Transfers (added $20 fee).
Do you drop ship?
We cannot drop ship individual retail orders for you. We can, however, send your order to your designated consignee on your behalf. Please keep in mind that if we are to ship to a third party on your behalf (co-packer, fulfillment center, printer, etc.), it is yours and the consignee’s responsibility to report any issues within 48 hours of receipt (shortages, damages, etc.). After said time, we will not be held responsible for any issues that may arise.
Can you ship to a P.O. Box?
We cannot deliver to a post office box. A physical street address is required. It is also necessary that you let us know if it is a residential or commercial address.
Can you ship on my courier’s account number?
If using our UPS or DHL account, the charges would be included on your final invoice. Additional carriers, including freight forwarders, may be used and would be billed directly to your own account. Please inquire for more details.
How much is shipping?
Freight cost is determined once an order is packed up and ready to ship. Cost is based on total weight, box dimensions, value and destination. Unfortunately, we cannot provide a price quote in advance based on the dollar amount of an order.
How do you ship?
Most domestic orders are shipped via UPS and international orders via DHL.
How long will it take to get my order?
All stock orders take 2-3 business days in-house processing. Transit time will vary depending on your location. It could be another 1-6 business days if in the US, or 3-5 business days if outside the US.
**ALL CUSTOM, PRINTED AND SPECIAL FILL ORDERS REQUIRE LONGER IN-HOUSE PROCESSING TIMES.**
Samples & Wholesale Orders
If I place a wholesale order during a showroom appointment, can I take the order with me to save on shipping?
Orders placed during a showroom appointment must be processed with usual lead times and shipped out from our warehouse. Our showroom is only stocked with samples of the line for you to view and test.
Can I visit your showroom before placing an order?
After you have sampled the product and discussed your needs with one of our sales reps, we would be happy to meet with you in our showroom to assist you with placing your wholesale order. Our showroom is available by appointment only for 1-hour time slots. Please request an appointment a few weeks in advance to ensure availability.
Is there a fee for cancelled orders?
There is a 15% service charge that would apply to cancelled orders that have already begun processing (even if the order has not yet shipped).
Can I add to or change my order once it has been placed?
Once your order has been entered into our system, we cannot make any changes, so please review your order carefully before submitting to us.
Can I return or Exchange product that I do not like or ordered by accident?
Please order carefully. We do not accept returns or exchanges on goods unless shipped in our error.
How do I submit my order?
You may email, fax or call in your order to a sales rep. (An emailed list of specific product names, colors, codes or our filled-in price list is preferred.) Note: We do not offer an Online Shopping Cart Option.
Do you have pre-packaged sample sets available?
We do not have sample packages of assorted items because we find that most prefer to order “à la carte” with their own choices.
Can I make more than one sample order?
All subsequent orders must be minimum met wholesale orders; however, within that wholesale order, you are always welcome to order 1 of any color/item that you haven’t ordered before.
Can I obtain free samples?
We are not able to send out free samples; however, for evaluation purposes, you’re welcome to place an opening sample order consisting of one of any item that interests you. This is an excellent opportunity for you to sample and test the line before ordering in wholesale quantity. We just ask that this sample order meets an overall total of at least $50 worth of product.
How often do you add new products or colors to the line?
We launch new products/colors several times a year. You can stay updated by visiting our website or contacting your sales rep.
Will the products/colors I select for my line always be available to me?
We continuously create new products/colors so that your brand can stand out in comparison to other lines. Therefore, from time to time, we review our existing line and make room for new and/or improved products. This may result in your favorite product and/or color(s) being phased out from the line. We do our best to notify all customers of any changes to the line.
Can I change the labels (product name/color name/etc.)?
We do not make nor apply custom labels; however, with a minimum of 24 pcs per color, we can leave our ingredient and/or color labels and tamper seals off so that you may apply your own. Please specify this request at time of order and check with us before printing your own ingredient labels, as listings are subject to change.
Does the makeup come with color names and ingredient labels?
Most items will have an ingredient label and color name. It may be one combined or two separate labels. The labels are generic, listing the ingredients in order of predominance, color name and net weight. Our name will not appear anywhere.
Do you sell in bulk?
We offer bulk for many of our items.
Note: Our product liability insurance will not apply on any repackaged goods.
Is there an eye shadow palette set available?
There are no pre-made eye shadow palettes. However, we do sell empty palettes made to fit our Natural Shadow pans. We offer our shadows for purchase in just these pans so you can easily mix and match to create a perfect palette for your clientele.
Why do the items cost the same if I am not using your labels and tamper seals?
Our stock room supply is pre-labeled and sealed; therefore, any unlabeled/unsealed products require extra time and labor for us to custom prepare them just for you.
Do your cosmetics come with outer packaging/boxes?
Our cosmetics come stocked with ingredient/shade labels and protective tamper seals. They DO NOT come boxed. However, if you would like, we sell frosted boxes separately for some of our products. Please inquire for pricing and qty. Please also note: if you do not want our labels nor tamper seals, please specify at time of order, and with a minimum of 24 pcs per color, we will send without.
Can I change packaging?
We can custom fill into your own supplied (pre-approved) packaging. Minimums start at 2,000 pcs per color and may increase depending on product and component size. All of our existing packaging can be viewed on our website.
Can I customize colors?
We can make custom colors of our existing formulations, starting at a minimum of 2,000 pcs per color.
Please inquire for lab fees associated with this process.
Can I customize formulas? Do you offer contract manufacturing?
We are not offering custom formulas nor contract manufacturing services at this time.
Can I have my logo printed onto the products?
We can print your logo with a minimum of at least 144 pcs per cosmetic package style or brush. Full details can be found here – http://brushesbykaren.com/mineral/product-decorating-labeling/
What are your minimum order requirements? (For products without logo printing/custom work)
For domestic orders, minimums are 3 pcs or more [per color] per item and an overall total of at least $100 worth of product. For international orders, minimums are 12 pcs or more [per color] per item and an overall total of at least $250 worth of product.