Frequently Asked Questions
Hard To Find Beauty is an independent retailer of hard-to-find beauty products, based in Moses Lake, Washington.
Have a question about an order, a shade, or a return? You'll find quick answers below. If you don't see yours, email us at cs@htfbeauty.com or use our contact form. We reply within 2 business days.
Orders and shipping
When will my order ship?
We pack and ship orders every Monday and Thursday from Moses Lake, Washington. Orders placed by 11 AM Pacific time on a ship day go out that same day.
Most orders are handed to USPS within 1–3 business days of purchase. Once shipped, USPS Ground Advantage usually delivers in 2–5 business days (Priority Mail in 1–3). Most US orders arrive about 3–8 business days after you order. Alaska orders take about 12–19 business days and Hawaii about 14–26 business days after shipping. Delivery times are USPS estimates and aren't guaranteed.
We ship with USPS, so P.O. Boxes and APO/FPO addresses are fine.
Do you offer free shipping?
Yes. US orders of $25 or more ship free. The discount is applied automatically at checkout.
Free shipping covers US addresses only, including P.O. Boxes and APO/FPO addresses. It doesn't apply to orders going to Canada or Mexico.
How do I track my order?
Use our Track my order page to see your order's status, ship date and tracking link. When your order ships, we'll also email you tracking information when it's available. If you can't find our emails, please check your spam or promotions folder, or contact us with your order number and we'll look it up for you.
My package is late, or tracking says delivered but I don't have it. What should I do?
You don't need to contact USPS. We handle any USPS search for you.
Most late packages turn up within a few days. Here's when to reach out:
- Tracking hasn't updated: if it hasn't changed 5 business days after the USPS expected delivery date, contact us with your order number and we'll look into it.
- Tracking says delivered: check around your door and mailbox, and ask the people in your household, your neighbors and your local post office. If you still don't have it 3 business days after the delivered scan, contact us and we'll open a USPS Missing Mail search for you.
If your package is lost and the item is in stock, we'll send a replacement. If it isn't in stock, we'll refund you, including the shipping you paid. We send one replacement per customer for a lost package. After that, lost packages are refunded, including the shipping you paid. If a special order is lost, we'll try to source it again, and if we can't, we'll refund you in full, including shipping.
An item is missing from my box, or it arrived damaged. What do I do?
Contact us as soon as you can, and within 30 days of delivery, at cs@htfbeauty.com or (509) 417-4745. We'll make it right.
- Damaged or defective: include your order number and photos of the box, the packing materials and the item. Keep everything until we confirm the next step, because USPS may need to inspect it. Depending on the situation, we'll either refund you, or email you a free return label and then refund or replace the item once it's back with us.
- Missing an item: some orders ship in more than one package, so first check your tracking and mail for a second package. If an item is still missing, contact us within 30 days of delivery with your order number and a photo of what arrived, and we'll look into it right away.
Some of our items are hard to find, so we may not be able to replace an item with the same product. If a damaged, defective or wrong item can't be replaced, we'll refund it.
Are your products genuine and new?
Yes. We sell genuine brand-name beauty products. Unless a listing says otherwise, they're new and unused, in their original packaging, with the factory seal intact if the product was made with one.
Hard To Find Beauty is an independent retailer. We aren't affiliated with or endorsed by the brands we sell, and brand names are used only to identify the products. Packaging may differ from the photos, and outer boxes or cards may show minor shelf wear from storage. If packaging condition matters to you, contact us before ordering.
How old are your products? Do they expire?
Some of our products are older stock, and some were made several years ago. That's part of what makes them hard to find. We sell them from our remaining unopened stock, so quantities are limited.
Cosmetics don't all have one standard shelf life. Over-the-counter products, such as foundations with SPF, usually have an expiration date on the package. If you'd like to know the date on a specific item before you buy, contact us and we'll check it for you.
Store products as the label directs, and check each one before you use it. Stop using any product that looks, smells or feels different than you expect. An older formula may also differ from a brand's current product with a similar name.
If an item arrives past the expiration date printed on its package, or arrives spoiled (for example separated, dried out or with an off smell), it counts as defective. Contact us within 30 days of delivery with your order number and a photo, and we'll refund or replace it.
More in "About Our Products" in our Terms of Service
Can I cancel or change my order?
Email cs@htfbeauty.com as soon as possible with your order number. We ship on Mondays and Thursdays at 11 AM Pacific, so the sooner we hear from you before the next ship day, the more likely we can help.
If your order hasn't been packed yet, we can usually cancel it for a full refund to your original payment method, or update the address or items. Once an order has shipped, it can't be cancelled, but you can return eligible items under our Return Policy.
You can cancel a special order free of charge until we buy it from our supplier. After that, special orders are final sale.
What will the charge look like on my card statement?
Your card statement will show HTFBEAUTY.COM. Some banks shorten it to HTFBEAUTY. Orders placed before October 27, 2026 may show HTF BEAUTY instead. If you don't recognize a charge, email us at cs@htfbeauty.com with the date and amount, and we'll help.
Returns
What is your return policy?
You have 365 days from delivery to start a return. Unused, unopened items in the condition you received them and in their original packaging can be returned for a full refund of the item price.
Return shipping is paid by you and isn't refunded, unless we made an error or the item arrived damaged or defective. In that case, we'll email you a free return label. Once we receive and inspect your return, we'll email you and refund your original payment method within 2 business days. Your bank may take 5–10 business days to post it.
Opened or used cosmetics can't be returned for hygiene and safety reasons, unless the item arrived damaged, defective or not what you ordered.
Special orders are final sale. Items we source just for you aren't covered by the 365-day return window. If a special order arrives damaged, defective, or isn't the item described, contact us within 30 days of delivery with your order number and a photo, and we'll replace it or refund you in full, including shipping.
Can I return without an account?
Yes. Email cs@htfbeauty.com with your order number, and we'll help you start your return. If you have an account, you can sign in, go to My Account, then Completed Orders, and choose the item(s) to return.
Mail your return, with your order number, name and email, to:
HARD TO FIND BEAUTY
ATTN: RETURNS DEPARTMENT
7770 RAINIER RD NE
MOSES LAKE, WA 98837-8726
Shades and special requests
Can you find a shade or product I can't find anywhere?
Often, yes. That's what we do. Send us the brand, product and shade through our contact form. You can also email us at cs@htfbeauty.com for special orders. We'll check our shelves and suppliers and reply by email. For example, see our guides to L'Oreal Visible Lift and Maybelline Color Sensational shades.
If we can't find it, we'll let you know and suggest close shades we have in stock.
Please keep in mind that special orders are final sale (see our Return Policy).
International
Do you ship to Canada and Mexico?
Yes. We ship to Canada and Mexico with USPS. Shipping is calculated at checkout from your order's weight using USPS rates, plus a $30.00 international handling charge shown at checkout.
Free shipping doesn't apply to international orders. You're responsible for any duties, taxes or customs fees your country charges. Right now we ship only to the United States, Canada and Mexico.
Contact
How do I contact you, and how fast will you reply?
Email cs@htfbeauty.com, call (509) 417-4745 (answered 24/7), or use our contact form. We reply within 2 business days.
If it's about an order, please include your order number so we can help faster. Please don't email health details or photos of your skin. If you've had a reaction to a product, just send the product name and your order number, and we'll explain the next steps. For a medical concern, please contact your doctor.
Alice Ivory
Hard To Find Beauty
cs@htfbeauty.com