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FAQ


What is your company's contact information?

Address:

Hank & Henry LLC
11664 Tuxford St.
Sun Valley, CA 91352

Email: info@hankandhenry.net

Phone: (818)-504-1015

 

What address can I use to send Henry gifts?

The same address as our company:

Henry Vasquez
11664 Tuxford St.
Sun Valley, CA 91352

 

What happens if my package is lost or stolen?

If you paid for Route shipping insurance, you can submit a claim to help.route.com withing 30 days to address the issue. 

If you did not pay for shipping insurance, you can submit a claim to USPS.com with your tracking number.

If USPS can’t allocate you package, you can send us proof of your claim with USPS and we will evaluate your case, but cannot guarantee a replacement. The proof must be the letter that USPS sends you via email. The inquiry number alone will not be enough.

*Once your order is shipped, it is out of our hands and the responsibility of the courier, and we are not responsible for lost or stolen packages after being scanned delivered.*

**Refusing to purchase shipping insurance forfeits the customer’s right to make any future claims or file any grievances concerning the goods purchased, including lost or stolen packages.**

 

My product arrived broken, what can I do?

If you paid for Route shipping insurance, you can submit a claim to help.route.com and they will address the issue since they also cover damaged items from shipping.

If you did not pay shipping insurance, you can email customer service a picture of your packing slip and the broken item. You have 14 days from the day the order is delivered to you to claim any problem with us. Your case will be evaluated, but we can’t guarantee a replacement. You must send a picture of the product and of the packing slip. Please keep you packing slip when you receive your order until all issue are resolved.

*Once your order is shipped, it is out of our hands and the responsibility of the courier, and we are not responsible for lost or stolen packages after being scanned delivered.*

**Refusing to purchase shipping insurance forfeits the customer’s right to make any future claims or file any grievances concerning the goods purchased, including lost or stolen packages.**

 

Can I return or exchange an item?

You may send your item back within 14 days of receiving the product to the address below for exchange or refund, if there is a manufacturing defect or we sent you the wrong item. Please keep your packing slip until everything has been addressed.

Hank & Henry LLC
11664 Tuxford St.
Sun Valley, CA 91352

 

You can also contact customer service in order to better assist you with the process.  We will need you to send a picture of the product and a picture of the packing slip.

Email: info@hankandhenry.net

Phone: (818)-504-1015

 

 

*Original shipping charges are nonrefundable.*

*Once your order is shipped, it is out of our hands and the responsibility of the courier, and we are not responsible for lost or stolen packages after being scanned delivered.**

**Refusing to purchase shipping insurance forfeits the customer’s right to make any future claims or file any grievances concerning the goods purchased, including lost or stolen packages.**

 

Can I change the address on my order?

Please make sure to enter your correct shipping address at checkout or your order may be delayed. If you need to change your address after ordering, you have 24 hours to contact us so we can try and fix it. Even with that, we DO NOT guarantee being able to change the address before it ships. 

 

 

Can gift cards be refunded? 

We do not offer refunds for gift cards.

 

What do you do with returned products?

They are properly disposed of or recycled.

 

Do you offer makeup artist pro discounts?

At this time, we do not offer Pro Discounts.

 

Where do you ship from?

Sun Valley, California.

 

How much is shipping?

All shipping rates will vary depending on a few different factors, some of which include:

  • Domestic vs International shipments
  • Total weight of package

We ARE NOT RESPONSIBLE FOR ANY FEES required by customs for any reason. All shipping fees we require will be clearly shown to you alongside the service and estimated transit time upon checkout.

 

Are your products cruelty-free?

Yes, our whole line is cruelty-free. Makeup is for humans, not animals. We have also researched our manufacturers and know 100% they don’t affiliate or get ingredients from places that are not cruelty-free.

 

How long does shipping take?

Orders will ship between 3-5 business days after you order.

*NOTE: during restocks, new releases, pre-sales, Mystery boxes and special promotions, orders may take 7-10 business days to ship out.*

Please allow between 2-3 business days for your tracking number to update once you receive your tracking number by email.

You will receive an email with the tracking information to the email address you used at checkout, once the order ships.

Pre-Sale orders can take up to 10-15 business days to ship out, as Henry personally signs each one and you are getting the product before it is released to the general public for sale.

Transit times will vary based upon a few different conditions, including but not limited to:

  • Total distance between us and you.
  • Whether your parcel is a domestic (USA) or international (everywhere else) shipment

     

    ESTIMATED transit times are as follows: 

    Domestic Shipping: USPS First Class: takes up to 3-5 business days.

    International Shipping: (Does NOT account for time spent at customs, border inspection facilities, etc.): takes 10-15 business days.

     *Please note that this time frame is an estimate and not a guarantee.*

     

    How do I track my order?

    As soon as the shipping label for your order has been created you will receive an email with an USPS tracking number. Please allow 2-3 business days for your tracking number to update once you receive it by email.

     

    When will my favorite Hank & Henry product be back in stock?

    Henry always announces his current re-stocks on his social media. Please subscribe to all his accounts for announcements. 

    Instagram: @hankandhenry_, @hankandhenrybeauty

    Facebook: Hank and Henry Makeup and Motivation

     

    Can we use discount codes on bundles, sets, or Mystery boxes?

    Unfortunately, no. Sets and bundles are already heavily discounted.

     

    Can we carry Hank and Henry Beauty products at our store?

    If you are interested in becoming a retail distributor of Hank & Henry product, please contact ruby@hankandhenry.com.

     

    Where can I buy Hank & Henry Products?

    You can always buy our products on www.hankandhenry.com. 

    In addition, the following is a list of authorized re-sellers approved by Hank & Henry Beauty:

    Switzerland:
    Monolith Shop

    United Kingdom:
    www.beautybay.com

    United States:

    Glamify Me
    Vintage Faire Mall 
    3401 Dale Rd Suite 148 
    Modesto CA 95356

    Makeup Evolution
    119 E Foothill Blvd Suite B
    Rialto, CA 92376

    Naimie’s
    1) 12640 Riverside Dr
        Valley Village, CA 91607
    2) 2721 W Magnolia
       BurbankCalifornia 91506.

    Pinky B. Beauty
    www.pinkybbeauty.com
    Miami, Florida

    Simply Obsessed
    959 W. Red Cliffs Dr.
    Washington, Utah 84780

    Wakeup and Makeup LA
    2804, 118 E Colorado Blvd
    Monrovia, CA 91016

    *If you come across any store or seller NOT on this list, please feel free to contact our customer service team, where we are able to help you confirm if an item is a true Hank & Henry product. info@hankandhenry.net*

     

    I couldn't find the answer I'm looking for here, what do I do now?

    Send us an email! Our customer service team will be happy to help with any other question you may have! info@hankandhenry.net.

    Our hours of operation for customer service are Monday through Friday, 9 a.m. to 5 p.m. PST, excluding weekends and major holidays. Our customer service team will do their best to respond as quickly as possible, however please allow 2-3 business days to receive a response.

    Also, we are only equipped to handle orders placed through www.hankandhenry.com. Any orders placed through our retailers need to be handled by their respective customer service teams.

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