FAQs
General Questions
1. What is Pivura?
Pivura is a U.S.-based beauty brand offering high-quality cosmetics, makeup brush sets, cleaners, and accessories designed for everyday and professional use.
2. Where is Pivura located?
We are based in Memphis, Tennessee, United States.
3. Do you sell internationally?
Yes, we offer international shipping for select products such as makeup brush sets, cleaners, and cosmetic bags. Availability varies by item.
4. Are your products cruelty-free?
Yes! Pivura is committed to offering cruelty-free beauty products. None of our items are tested on animals.
5. How can I contact customer support?
You can reach us via email at support@pivura.com or by phone at +1 (901) 356-6983, Monday to Friday, 9 AM – 5 PM CST.
Orders & Processing
6. How long does it take to process an order?
Orders are processed within 1–2 business days (Monday to Friday).
7. Can I change or cancel my order after placing it?
If your order hasn’t been processed or shipped yet, contact us immediately at support@pivura.com. Once shipped, orders cannot be changed or canceled.
8. How will I know if my order was successful?
You’ll receive an order confirmation email shortly after placing your order. Once shipped, a second email will include your tracking details.
9. What if I entered the wrong address?
Please contact us within one hour of placing your order to request an address correction. We cannot guarantee changes once an order has entered processing.
10. Do you offer gift packaging?
Not at this time, but we plan to introduce gift packaging options soon.
Shipping & Delivery
11. How long will it take for my order to arrive?
- Domestic (U.S.): Typically 3–4 business days, depending on the product.
- International: 6–12 business days for standard shipping.
12. Do you offer express shipping?
Yes, certain products such as makeup brush dryers and cleaners offer express shipping options.
13. How can I track my order?
You’ll receive a tracking link via email once your order ships. You can use that link anytime to follow your delivery status.
14. What if my package is delayed or lost?
Please allow a few extra days during holidays or carrier delays. If your order seems lost, contact us within 7 days of the expected delivery date.
15. Do you ship to P.O. Boxes or APO/FPO addresses?
No, we currently do not ship to P.O. Boxes, APO/FPO, or military addresses.
Returns & Refunds
16. What is your return policy?
We accept returns within 30 days of delivery for unused, unopened items in original condition.
17. How do I return a product?
Email support@pivura.com to request a return label. Returns are handled by mail, and Pivura covers the return shipping cost.
18. Do I need to pay for the return label?
No. Return labels are free to download or print once your return is approved.
19. When will I receive my refund?
Refunds are processed within 10 business days after your return is received and approved.
20. Do you charge restocking fees?
No, we do not charge any restocking fees.
Payments & Billing
21. Which payment methods do you accept?
We accept Shop Pay, Visa, Venmo, PayPal, Mastercard, Google Pay, Apple Pay, American Express, and Amazon Pay.
22. Is my payment information secure?
Yes. All transactions are encrypted and processed through secure, PCI DSS–compliant gateways.
23. Do you accept international credit cards?
Yes, international customers can pay using supported payment methods, and transactions will be charged in U.S. Dollars (USD).
24. Why was my payment declined?
This could happen due to incorrect billing details, insufficient funds, or bank authorization issues. Please double-check your payment information or try another method.
25. When will I be charged for my order?
You’ll be charged immediately once your payment is authorized and your order is confirmed.