FAQ

Our top priority is helping you discover unique, quality cosmetics.

General Private Label Questions

Q: How do I get started with Auraline Beauty?
A: Auraline Beauty is a private label cosmetic manufacturer, that allows you to create your own brand by adding your logo to our carefully curated products. To get started, create an account by registering here. Once you have an account and are logged in you can see pricing and can get started by ordering samples. We suggest that you order samples and try the products first, to see if the formula/shade suits you. There are no minimum quantities on samples, and you can purchase these items directly from our website.
Q: How do I get started with Private Label?
A: Once you have sampled our products and have identified the products, shades and quantities for your collection, contact us to speak with a Account Manager (AM). The AM will walk you through the entire process of creating your own collection, and create an estimate for your order.
Q: Can I view sample pricing and breakdown by quantities?
A: Once you have created an Auraline Beauty account you will have access to all our non-printed product pricing. Each price will be displayed on that item's page.
Q: How much does Private Label Cost?
A: Costs vary on the type of products and the quantities you're ordering. For an example of pricing, please click here.
Q: Can I schedule an appointment to come visit your offices?
A: At this time, we do not offer office visits.  We recommend purchasing samples from our website in order to swatch and test our products, formulas and shades over time. All samples are available for purchase on our website and there is no minimum order requirement.
Q: Will the products and / or shades I select always be available to me?
A: Our goal is to continuously offer you the best formulas, shades, and products for your brand. In order to do this, you might see formulas improved, shades updated, or product lines phased out. Any updates affecting your line will be communicated on our website.
Q: What is the minimum for private label orders?
A: For cosmetic items, the minimum is 48 units per product. You can mix shades as desired. For makeup brushes, the minimum is 48 units per style. Please refer to the About Private Label page here for more details.
Q: Can I return private labeled products?
A: No. Private labeled items cannot be returned, exchanged, or refunded. Please order carefully.

Ordering Questions

Q: Can I order samples?
A: Yes, our products are available as samples (minimum 1 unit) to purchase on our website. We offer a variety of Sampler Kits that come prepackaged with 1 of each shade per category.
Q: What forms of payment do you accept?
A: We accept Visa, Mastercard and American Express. All orders must prepay 100%.
Q: What are the benefits of creating an account at auralinebeauty.com?
A: You must create an account to shop. Without an account, you will not be able to view prices or add items to your shopping cart. Click here to register. We will not ask you for any payment information until you’re ready to checkout.
Q: I have a California Resale Certificate, can I submit to avoid paying sales tax?
A: Yes, please email your Resale Certificate to our customer service team at [email protected] for approval.
Q: Can I add to an order I've already placed?
A: No, once your order has been placed we cannot add-on or amend it so please review your order carefully before checking out.
Q: Does the makeup come with boxes?
A: No, all boxes are sold separate except for BB Cream which comes with secondary packaging including Drug Facts. All packaging can be private labeled.
Q: Once I place a private label order, what is the lead time?
A: 2.5-3 weeks
Q: I can’t remember my log-in/password, can I reset it?
A: Yes, you can reset your password online: here. Or you can email our customer service team at [email protected]. We would be happy to assist you.
Q: Do I have to have my products printed with you in order to purchase from you?
A: Logo printing is a service we offer to those interested. You are not obligated to have us print your logo in order to purchase from us.
Q: What is a promo code?
A: A promo code is a unique code that will give you a discount when entered in the shopping cart or checkout page. Please subscribe to our newsletter to receive emails that will notify you of available promo codes.
Q: If I do not want to shop online, how else can I place my order?
A: You may reach us by phone at 1-888-AURALINE (287-2546) Monday through Friday 8:00AM to 4:00PM PST. OR You can email your order to us at [email protected]. Please ensure to include your full contact information.
Q: Once I've placed my order is there a charge for cancelling?
A: There is a 20% service charge that will apply (if shipment has not left our distribution center).
Q: What should I do if I receive an error message during checkout?
A: If you receive an error message after trying to Place Order, please try the following:
  • Contact your bank to make sure there are sufficient funds in your account.
  • Make sure you are entering the credit card’s CVN and billing information correctly.
  • Make sure your billing name and address matches that of the credit card used for payment.
If none of these work, please call our Customer Service at 1-888-AURALINE (M-F 8am-4pm PST) or email us at [email protected].
Q: Why is my order Pending?
A: If your order is marked as Pending, please don't assume that payment was accepted. For any web orders, receipt of an email confirmation is proof that the order has been placed successfully.

Logo and Artwork Questions

Q: What is a vector file?
A: Click here for a full explanation on vector files versus bitmap images.
Q: I only have a JPG image of my logo. Can you turn it into a vector graphic?
A: We can re-draw logos for an additional $75 per hour fee, with a turnaround time of about 2-4 business days. Fees may change depending on logo complexity.

International Customers

Q: What countries are products registered in?
A: Our products are developed to US FDA standards, as such our Ingredient List and MSDS sheets are available to you. A select few of our products are EU registered. If you require documentation that may be required for distribution in your country please inquire with us further at [email protected]
Q: What do I need to know about Customs, Duties & Taxes?
A: When ordering from auralinebeauty.com, you (The ‘Customer’) are responsible for assuring the product can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. If any customs, duties, and taxes are charged to Auraline Beauty, we reserve the right to invoice Customer.
Q: Are you allowed to ship to my country?
A: The customer bears the risks for bringing the goods to their final destination. We recommend you contact your local customs office for more information.
Q: Are you EU Compliant?
A: At Auraline Beauty we pride ourselves on producing global ready products. We are in the process of expanding our selection of European Union Certified products. Currently the following product/s are EU Certified, however, please note that any alteration to primary or secondary packaging will require customers to register for unique CPNP numbers and declare their own Responsible Person.

EU Compliant: Full Cover Concealer (Light and Fair shades), Liquid to Matte Lipstick Vol. 2 (all shades except Sugar Beet, Vixen and Rouge), Duo Brow Powder (all shades), Brow Tint (all shades)

Shipping

Q: How much will it cost to ship my order?
A: Shipping charges are determined by weight and destination. Please note that shipping charges are estimated at time of checkout for web orders only. For private label orders, you will be charged based on what items are actually shipped at time of shipment. Refer to our Shipping Policy here for full information on shipping.
Q: My package is lost, what should I do?
A: Once orders have left the Auraline Beauty warehouse, the package is in the care of the postal handler. At this point, Auraline Beauty is not responsible for refunds or replacements. Customer is required to submit a claim directly with courier and follow their guidelines. USPS, Fedex AND UPS recommend waiting 14 days before assuming a package is lost. After 14 days, please call the customer service team of the courier.
  • USPS customer service: 1-800-275-8777
  • Fedex customer service: 1-800-463-3339
  • UPS customer service: 1-800-742-5877
Q: What happens if your shipment is refused?
A: A tracking number will be supplied to you. Please arrange to be available to accept your shipments. If an order is returned to Auraline Beauty because it was refused or no one was available to receive it, you will be responsible for the shipping charges and a 20% re-stocking fee. If the order is re-shipped, freight charges will be applied. No further orders will be shipped until your account is clear.
Q: How to handle damaged items?
A: Contact us HERE within 48 hours of receipt to report any damage. You must also call the carrier immediately for a damage inspection and claim for reimbursement. All original packing materials and cartons must be retained for inspection purposes.
Q: Can you ship via freight forwarder?
A: Yes, large volume orders can also be shipped via a freight forwarder. For all shipments please advise form of shipping, account number or contact details for a freight forwarder and we will schedule the pick-up.
Q: What is a Direct Signature Fee?
A: All orders $300 and more require a signature upon delivery.

Return Policies

Q: Can I return items I don’t want?
A: No. Please Order Carefully as once your order is placed, it cannot be amended. All sales are final. Refer to our Return Policy.
Q: I received damaged or missing items in my order. What should I do?
A: Let us know within 48 hours of receiving your order of any damages, wrong items or items with manufacturing defects by emailing our customer service team at [email protected]. Any approved returns must be received with a return authorization number (RA#). Please provide our customer service with the following information:
  • Pictures if claiming defective products
  • Your company Name
  • Invoice number

About Our Products

Q: What if I have questions about products?
A: Please choose a time convenient to you here for a scheduled call with an ASR (Auraline Service Rep). You may also email us your question here. Or, contact our office toll free at 1-888-AURALINE (287-2546) to speak with an ASR.
Q: Are your products tested on animals?
A: Auraline Beauty is a very conscientious brand that is proud to offer cruelty-free products. We never ever test on animals and we choose ingredients from companies that do not perform animal testing either.
Q: Why does the color of the sample I ordered looks different on your website?
A: We do our best to accurately displays the colors of our products, however just as makeup can vary in color on different skin tones, so can the display of colors in images viewed on different computers. This is why we always recommend to purchase samples prior to purchasing large orders and/or private label orders.
Q: Do you have ingredient lists for all your products?
A: Yes, click here
Q: Do you have Vegan products?
A: Yes, we have a wide variety of vegan products, see list here: We are committed to offering the best quality to our customers. As we continue to expand, we will be diversifying our Vegan category. Our goal is to continue to make the best decision for customer satisfaction, while ensuring we stay true to our brand goal of being high quality and safe cosmetics.
Q: Are your products Paraben-Free?
A: Yes all of our products are Paraben-Free (does not include discontinued products). In addition, we take pride in selecting our ingredients very carefully to be safe and clean and most of our products are produced without the use of parabens, phthalates, sulfates, synthetic fragrances, synthetic dyes, Triclosan, and nanoparticles. Click here for our ingredient lists.
Q: What is the shelf life of the products?
A: Our products have a general shelf life of 2 years from the time of production, unopened. We recommend you store the products in a cool, dark place and avoid extreme temperatures, to maintain optimum efficacy.
Q: Are your products natural?
A: There are no official FDA standards for ‘natural’ in skincare or cosmetics. The majority of Auraline Beauty’s formulas are a combination of safe mineral-derived, plant-derived and synthetic-derived ingredients which are necessary to improve the performance, stability and shelf life of the formulas so we can deliver the most effective, safe and luxurious formulas possible.
Q: Are your products ‘organic’?
A: While some of our ingredients are derived from botanicals, they are not necessarily classified as “organic”. In the US, there are no standards for what constitutes “organic beauty”. Also, there is no evidence that organic ingredients are safer or more effective than non-organic ingredients.
Q: Where are the products manufactured?
A: Most of our products are manufactured in the USA. Refer to the Made in USA logo on each product.
Q: Are Auraline Beauty products safe?
A: The safety and efficacy of our products is our primary concern. We follow all FDA guidelines and constantly review ingredient information and testing data. We follow guidelines from the Personal Care Products Council (PCPC), which initiated the Cosmetic Ingredient Review (CIR) Expert Panel as an independent, nonprofit, scientific body that assesses the safety of ingredients used in cosmetics and skincare products. In addition, we conduct clinical testing to ensure safety and efficacy.
Q: Is Auraline Beauty a member of the Leaping Bunny Program?
A: No, Auraline Beauty is currently not a member of the Leaping Bunny Program but we do not test our finished products on animals and we strongly oppose animal testing in cosmetics.
Q: Do you have Product Liability Insurance?
A: Product Liability Insurance is provided. (Not applicable if the product is re-packaged.) Contact us for more information HERE.