Questions, answered
If you don't find it here, email support@pivura.com and a person will reply.
Shipping & delivery
How long does delivery take?
How long does delivery take?
Seven to fourteen days for US orders, tracked the whole way. That's one to two business days to process, then transit. International varies by destination.
Why does it take that long?
Why does it take that long?
Our devices and accessories are made and shipped directly from our production partner in China. That's part of how our products can stay at their prices. We'd rather tell you up front than have you find out from a tracking page.
What does shipping cost?
What does shipping cost?
$6.95 flat within the US. Complimentary over $55.
My package is late
My package is late
Give it a couple of extra days first, since carriers slow down around holidays. If it's genuinely stuck, email us and we'll chase it or replace it. You shouldn't have to do that work.
Orders
How long until my order ships?
How long until my order ships?
We process within one to two business days.
Can I change or cancel my order?
Can I change or cancel my order?
If it hasn't shipped, email support@pivura.com and we'll sort it. Once it's with the carrier, we can't recall it, but the 60-day guarantee still covers you.
I entered the wrong address
I entered the wrong address
Email us as soon as you notice. We can fix it if the order hasn't entered processing.
How do I know my order went through?
How do I know my order went through?
A confirmation email arrives within a few minutes. A second email with tracking arrives when it ships.
Returns & the guarantee
What is the 60-Day Flawless Brush Guarantee?
What is the 60-Day Flawless Brush Guarantee?
Use it for sixty days. If your brushes aren't softer and easier to live with, tell us and we'll make it right. You don't need to keep the box, and you don't need to prove anything.
Do I pay for return shipping?
Do I pay for return shipping?
No. We cover it both ways, on returns and exchanges.
How do I start a return?
How do I start a return?
Email support@pivura.com and we'll send a label.
When do I get my refund?
When do I get my refund?
Within five business days of the return arriving, back to your original payment method.
Is there a restocking fee?
Is there a restocking fee?
No.
Payment
What do you accept?
What do you accept?
Shop Pay, Apple Pay, Google Pay, PayPal, Amazon Pay, Venmo, and all major cards.
Is checkout secure?
Is checkout secure?
Yes. Payments run through Shopify's PCI-compliant gateway. We never see or store your card details.
Do you take international cards?
Do you take international cards?
Yes. Charges are in US dollars.
Why was my card declined?
Why was my card declined?
Usually a billing address mismatch or a bank hold. Check the details or try another method, and email us if it keeps happening.
About Pivura
What is Pivura?
What is Pivura?
We make the complete makeup brush care system: cleaning, drying, storage, and protection. We build the tools that keep the brushes you already own, rather than the ones that replace them.
Where are you based?
Where are you based?
Pivura LLC is registered in the United States. We don't publish a street address, but support@pivura.com reaches a real person.
Is Brush Bath cruelty-free?
Is Brush Bath cruelty-free?
Brush Bath is made under a signed non-animal-testing declaration from our manufacturer. Our devices and accessories aren't products that would be animal tested.
How do I reach you?
How do I reach you?
support@pivura.com. We answer Monday to Friday, usually within one business day.
Still have a question?
Email support@pivura.com and someone from our team will respond.