Customer Service

FAQ

How do i check on a smashbox.Com order?

 

The best way to check on orders is by registering for a Smashbox.com account before you shop. Once you’re signed up, you can stalk your purchases here. If guest checkout is more your scene, call 1.888.763.1361 or email us to find out what’s up with your order.

 

Why has my favorite product been discontinued?

 

We make decisions based on what people are buying, loving and talking about with their friends. We also understand that discontinued products and shades are basically a beauty girl’s worst nightmare.

If one of your faves is no longer available, email us to let us know you’re freaking out. Check our Final Call section, where we sell discontinued items for as long as they last. You can also try that super-popular auction site everyone uses. Wherever you find it, it’s best to stock up!

Does Smashbox accept international orders?

 

Smashbox.com orders are shipped to locations within the U.S. only…but our makeup is available all over the world! We’re now in 40 countries and counting. Use our store locator to find a location near you.

Does anyone else see the information that I provide to Smashbox?

 

At Smashbox.com, we understand how important security is to you. That’s why we always use protection! When you place an online order with us, we encode your info using Secure Sockets Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. (Oh yeah. We fancy.)

We also use government-approved encryption software to ensure that your order is placed safely and securely.

Do you guys do private makeup consultations?

 

We do! Visit a Smashbox counter to chat with one of our trained studio artists. Click here to find a location near you.

Do you have a rewards program?

 

Of course! SmashCash is a loyalty program that rewards you for buying Smashbox cosmetics. The more you shop, the more points and perks you score! Check out our membership page to learn more.

Does Smashbox test on animals?

 

We live for lipstick and are serious about primers—but we also really care about animals. That's why we are cruelty-free. We test our products on human volunteers, not animals.

I’m a makeup artist. Do I get a discount?

 

Yes! We love our cosmetically-obsessed, contour-inclined artists. Just apply for Smashbox Pro to score members-only benefits and discounts. You can brush up on membership guidelines here

Smashcash Loyalty Program

What is SmashCash?

 

SmashCash is a loyalty program that rewards you for buying Smashbox cosmetics. The more you shop, the more points and perks you score!

 

How do I join SmashCash?

 

It’s super easy. Just visit our membership page and provide some quick info (like your name, email address and birthday) to join in a flash.

 

Who’s eligible to join SmashCash?

 

SmashCash is open to makeup-obsessed people who have a valid email address and are:

  • Legal U.S. residents
  • 18 or older

  • Smashbox employees and Smashbox PRO members are not eligible to participate in SmashCash.

    Um, what am I agreeing to by joining SmashCash?

     

    By becoming a member, you’re saying you have read, understood and agree to be bound by the Smashcash Terms & Conditions, our Privacy Policy and any changes or modifications we may make.

     

    How does SmashCash work?

     

    SmashCash has 3 levels—Fab, Fierce and Fearless. Your level is based on the amount you spend on qualifying Smashbox.com purchases within a single year. We update your level each year on the anniversary of the date when you signed up for Smashcash (your anniversary date).

    When you join, you’ll automatically be placed in Level 1: Fab and be eligible for all the benefits Fab members receive. Once you spend $75 or more on qualifying purchases during your first year, you’ll automatically be moved up to Level 2: Fierce. And, if you spend $250 or more on qualifying purchases during your first year, you’ll be automatically moved up to Level 3: Fearless.

    Your status in a particular level is good for the year in which you qualify for that level and the following full year. After that, you’ll need to spend enough to qualify for that level each year. For example, if you qualify for Level 2: Fierce during your first year, you’ll maintain Fierce status during your second year. But, if you spend less than $75 on qualifying purchases during your second year, you’ll drop back down to Fab status on your second anniversary date.

    Smashcash also provides all members with opportunities to earn points on qualifying purchases. Once you reach Level 2: Fierce, you can use your points to take dollars off eligible purchases on Smashbox.com. (That means you’ll save on qualifying makeup orders!) The more you shop, the more you score!

     

    How do I unlock SmashCash benefits?

     

    No purchase is required to join SmashCash. When you join, you’ll automatically be placed in Level 1: Fab and be eligible for all the benefits Fab members receive.

    If you want to move up to Level 2: Fierce, you’ll need to spend $75 or more on qualifying Smashbox.com purchases within a year. This is how you unlock Fierce benefits, including the ability to shop with your points on Smashbox.com

    If you’re feeling Level 3: Fearless, you’ll need to spend $250 or more on qualifying Smashbox.com purchases within a year.

    To earn benefits at any level, you must:

  • Be logged into your account on Smashbox.com when you make a purchase, and
  • Shop for qualifying items (like regularly priced products)

  • P.S. The following can’t be used to rack up SmashCash points, benefits and rewards:

  • Gift cards
  • Certain limited edition charity products
  • Sales tax
  • State fees
  • Shipping charges
  • Delivery charges
  • Other exclusions as specified by Smashbox from time to time
  •  

    How do I earn SmashCash points?

     

    Super important: You must be enrolled in SmashCash at the time of your purchase in order to earn points.

    Fab and Fierce members receive 1 point for every $1 spent (excluding gift cards, certain limited edition charity products, sales tax, state fees, shipping charges, delivery charges, etc.) on Smashbox.com.

    Fearless members earn 2 points for every $1 spent (excluding gift cards, certain limited edition charity products, sales tax, state fees, shipping charges, delivery charges, etc.) on Smashbox.com.

    Here are some other ways to score:

  • Earn 100 points when you sign up for SmashCash
  • Earn 25 points when you make your first qualifying purchase as a member
  •  

    What kind of benefits do SmashCash members receive?

     

    Each level has different benefits and perks. Once you’re Fierce or Fearless, you can shop with points on Smashbox.com.

    Perks (like free shipping, samples and birthday swag) are unlocked based on your annual spend. You’re eligible for those perks once you reach a given level no matter how many points you currently have. Perks can only be redeemed here on Smashbox.com.

    Level 1: Fab

    You can qualify for Fab benefits just by joining SmashCash.

    Points

    • Receive 100 bonus points for joining SmashCash
    • Receive 25 bonus points when you make your first eligible purchase as a member
    • Earn 1 point for every $1 spent on eligible purchases

    Perks

    • 2 free samples with every order
    • Free standard shipping & returns

    Level 2: Fierce

    You can qualify for Fierce benefits by spending $75 or more in a year*.

    Points

    • Earn 1 point for every $1 spent on eligible purchases
    • Shop with points on Smashbox.com (1 point = $0.10 off an order)

    Perks

    • 3 free samples with every order
    • Free 2-day shipping & returns ($60 minimum purchase required)
    • B-day & anniversary swag
    • Early access to hot new cosmetics
    • Access to exclusive digital events

    Level 3: Fearless

    You can qualify for Fearless benefits by spending $250 or more in a year*.

    Points

    • Earn 2 points for every $1 spent on eligible purchases
    • Shop with points on Smashbox.com (1 point = $0.10 off an order)

    Perks

    • 4 free samples with every order
    • Free overnight shipping & returns ($90 minimum purchase required)
    • Bigger, better b-day & anniversary swag
    • Early access to hot new cosmetics
    • Access to exclusive digital events
    • Exclusive gifts you literally can’t buy anywhere
    • VIP concierge service
    • Free gift wrap with every order

    Just for Fearless members: Spend $500 or more in a year* to receive a complimentary Mega Gift!

    *On qualifying purchases

     

    What are the terms of this loyalty program?

     

    Check out the SmashCash Loyalty Program Terms and Conditions to get the full scoop.

     

    How can I use my points?

     

    If you’re Fierce or Fearless, you can shop with your points on Smashbox.com. That means you’ll save on qualifying Smashbox.com orders!

    Each point can be redeemed to take 10 cents off an order (in other words, you can redeem 100 points to receive $10 off). When you choose to redeem your points on a purchase, you must use all of the points you’ve accumulated in your account toward that purchase. For example, if you have 100 points and your order total is $20, if you choose to redeem your points on that order, you must use all 100 points (which equals $10 Smashcash).

    If your order total is less than the value of your accumulated points, you must use all of your accumulated points toward that purchase, up to the value of the order. For example, if your order total is $20 and you have 250 points, if you select “Use My Smashcash Points” on that order, 200 points will be automatically deducted from your Smashcash account, and you’ll have 50 points remaining. Remember, you have to be logged in to your SmashCash account in order to redeem points.

    Fab members can’t shop with points at this time, but they can definitely earn points on eligible purchases and redeem those points once they reach Level 2: Fierce.

    BTW, points can’t be redeemed in retail stores, specialty stores or department stores. You also can’t exchange them for cash or use them to purchase Smashbox gift cards or certain limited edition charity products.

     

    I’ve been shopping on Smashbox.com! When will my SmashCash account be updated?

     

    It may take up to 7 days for eligible purchases and other SmashCash activities to post to your account.

     

    I need to return a product or cancel an order. What happens to my points?

     

    If you return or cancel an order, the SmashCash points you received from that order will be decreased appropriately. If you moved up to a new level on that order, you’ll be back where you started once the return or cancellation is complete. Bummer, we know.

    Heads up: you can also lose points and decrease your level if you’ve moved up through fraudulent activity or anything else that violates the Smashcash Terms & Conditions.

     

    What happens to the SmashCash points I used to purchase a product if I return that product or exchange it for something else?

     

    If you return a product that you used SmashCash points to purchase or exchange a product that you used SmashCash points to purchase for a product of lesser value, you will lose the SmashCash points you redeemed in connection with your original purchase. Sorry, those points will not be credited back to your SmashCash account.

    If you exchange a purchase for a product of greater or equal value, the SmashCash points you redeemed in connection with your original purchase will be applied to the product for which it was exchanged.

     

    What happens to the SmashCash points I have redeemed to purchase a product if Smashbox cancels my order?

     

    That’s on us. If Smashbox cancels the order, the points you redeemed will be credited back to your SmashCash account. If the points are not credited back to your account within 7 days, please call us at 1.888.763.1361. We’ll hook you up.

     

    Do SmashCash benefits ever expire?

     

    SmashCash benefits are valid as long as you’re at the right level to receive them. If you move down a level, your benefits change accordingly. Your level is determined by the amount you spend on qualifying Smashbox.com purchases during the prior year of membership.

    Each year on your SmashCash anniversary date, your level will update based on what you spent during the previous year. Your spending eligibility will be reset to zero for the new year. If you spend less than the required amount to maintain your status during the year, you’ll move down 1 level on your anniversary date.

    For example, if you spend $75 on qualifying purchases during your first year of membership, your account will automatically update from Fab to Fierce. On your anniversary date, you’ll continue to maintain Fierce status for the following year, but if you spend less than $75 on qualifying purchases during your second year, you’ll move back to Fab status on your anniversary date.

     

    Do SmashCash points ever expire?

     

    If you’re a Fab member, your points will expire on your anniversary date unless you make a qualifying purchase within the first year of membership. If you’re Fierce or Fearless, your SmashCash points will expire on your anniversary date unless you spend the minimum amount required to maintain your level that year ($75 for Fierce members and $250 for Fearless members).

    For example, if you spend at least $75 on qualifying purchases in your first year of membership, you’ll stay Fierce during your second year and maintain your points, but if you spend less than $75 on qualifying purchases during your second year, your points will expire on your second anniversary date and you’ll drop down to Level 1: Fab.

     

    Will my SmashCash membership ever expire?

     

    No, your SmashCash membership won’t expire. However, your level will be adjusted each year on your anniversary date based on the amount you spent on qualifying purchases during the previous year.

     

    Can SmashCash ever be terminated?

     

    Yes. We may, at our discretion, cancel, modify, restrict or terminate SmashCash or any aspect or feature of SmashCash at any time without prior notice, even though such changes may affect the value of rewards, benefits and/or points already accumulated or earned and/or the ability to redeem accumulated rewards, benefits and/or points. (We know. Change is scary.)

     

    Can my SmashCash membership be terminated?

     

    Yep. Smashbox, at its sole discretion, may terminate any member for any reason including, but not limited to, any failure to comply with the program’s Terms & Conditions or our website Terms & Conditions.

     

    What happens to any rewards I have earned if my SmashCash membership is terminated?

     

    If your membership is terminated, rewards, benefits and points in your account will automatically terminate and your purchase balance will reset to zero.

     

    What happens to any rewards, benefits and/or points I have earned if SmashCash is terminated?

     

    If SmashCash is terminated, your rewards, benefits and points will automatically terminate.

     

    I don’t want to be a SmashCash member anymore. Can I bail?

     

    Sure. You can opt out of SmashCash online here or by calling 1.888.763.1361. If you miss us, you can always join again.

     

    How do I check my account status and update, modify or withdraw my account information?

     

    It’s easy. You can check your account status and update your info by visiting My Account and clicking on SmashCash.

     

    What happens if a purchase or SmashCash activity wasn’t credited?

     

    We got you, girl. If you have any questions about your SmashCash account, just call 1.888.763.1361. Don’t do phone calls? You can email us here.

     

    What happens if I forget my password?

     

    We’ll help, obvi. Log in and click Forgot Password in order to reset.

     

    Let’s talk exclusions. What kinds of purchases don’t qualify for SmashCash?

     

    Members can’t receive rewards, benefits and/or points on purchases that are reimbursed by corporations or other organizations ineligible to participate in SmashCash. Sorry, purchases made in department stores, specialty stores and retail store are not eligible for SmashCash at this time.

    P.S. The following can’t be used to rack up SmashCash points, benefits and rewards:

  • Gift cards
  • Certain limited edition charity products
  • Sales tax
  • State fees
  • Shipping charges
  • Delivery charges
  • Other exclusions as specified by Smashbox from time to time
  •  

    What do you mean when you say products, services and/or gifts I receive through the SmashCash are “for personal use only?”

     

    It means that the products, services and samples you receive through SmashCash are intended only for you. You may not sell or resell any of the goodies you buy or receive from us. We reserve the right, without notice, to cancel or reduce the quantity of any order to be filled and/or any products or services to be provided to you that we believe, at our sole discretion, may result in the violation of our Terms & Conditions. So be cool.

     

    Can SmashCash benefits ever change?

     

    Yes. We reserve the right to change, without notice:

  • SmashCash benefits
  • The way you reach each level
  • The way you earn points
  • How we evaluate and reward your eligible purchases
  • How we evaluate and reward SmashCash activity
  •  

    It’s my SmashCash anniversary! How do I get my gift?

     

    Oooh, congrats! Fierce and Fearless members receive a thank-you gift offer every year during their anniversary month. You can redeem your gift benefit on Smashbox.com by making a purchase and applying your offer code, which will be emailed to you during your anniversary month. (Reminder: That’s the month you first joined SmashCash.)

    There’s a limit of 1 anniversary gift per member, which can only be redeemed during the member’s anniversary month. Sorry, this gift can’t be transferred, delayed, returned or exchanged.

     

    It’s my birthday. How can we celebrate?

     

    We’re gonna party like it’s your birthday. Fierce and Fearless members receive a birthday gift offer every year during their birthday month.

    You can redeem your b-day gift on Smashbox.com by making a purchase and applying your offer code, which will be emailed to you during your birthday month.

    There’s a limit of one b-day gift per member, which can only be redeemed during the member’s birthday month. Your b-day gift can’t be transferred, delayed, returned or exchanged. No re-gifting, K?

    P.S. In order to score this perk, you need to provide your birthday when you join SmashCash, or by updating your personal info under My Account.

     

    What is the Fearless member Mega Gift?

     

    The Mega Gift is a jaw-dropping cosmetic care package that’s exclusively for Fearless members who spend $500 or more in a year.

    You can redeem your Mega Gift on Smashbox.com by making a purchase and applying your offer code, which will be emailed to you when you qualify for this benefit. There’s a limit of one Mega Gift per member per year. Your Mega Gift cannot be transferred, delayed, returned or exchanged.

     

    How do I receive complimentary shipping?

     

    Complimentary standard shipping is automatically applied to purchases (we’re smooth like that). If you’re a SmashCash member, just log in to your Smashbox account.  Here’s how it breaks down:

    • Fab Level: No minimum purchase required to get free standard ground shipping
    • Fierce Level: Spend a minimum of $60 to get free expedited shipping
    • Fearless Level: Spend a minimum of $90 to get free overnight shipping

     

    Fierce members who spend at least $60 may select free expedited 2-day shipping at checkout. Fearless members who spend at least $90 may select free overnight shipping at checkout.

     

    What do you mean by “early access to hot new cosmetics?”

     

    It means you get to shop first. This perk is exclusively for our Fierce and Fearless members. From time to time, you’ll be offered early access to select collections before the general public—it’s a sign you have good cosmetic karma! Qualifying members will receive email invitations when these offers are made available. SmashCash members must log in to their accounts to redeem this benefit. These offers are available for a limited time, so shop it up, honey!

     

    How do I access my Fearless VIP Concierge Service?

     

    Our VIP crew deserves VIP service. That’s why we created a special Customer Service number that we are only giving to you, our Fearless members! Simply call 844-SMASHCASH anytime with any questions—we’ll chat about everything from coverage, shades and finish to how many pineapples it takes to blend a proper poolside drink. We know what’s up, and we’re available 24/7!

     

    I’m Fearless. How do I get free gift-wrapping?

     

    All you have to do is log in before you shop, select gift wrap at checkout and voila—we’ll make it present-worthy for free!

     

    So, about those emails you keep sending…

     

    Right. You can manage your email preferences under My Account or by clicking the unsubscribe link at the very bottom of our emails. If you decide to skip marketing messages, you will still get emails about transactions related to SmashCash. Examples of these include, but are not limited to, a redemption confirmation email, a profile update email, or other communications that relate to your account. We’ll keep it low-key.

     

    I have a question that didn’t make this list.

     

    Oops, sorry about that! Give us a call at 1.888.763.1361 or send us an email here.