FAQ's

GENERAL INFORMATION

Q: How do I place a re-order?
A: CLICK HERE 

Q: How long has Three Custom Color Specialists been in business?
A: 25 years! To learn more about us, click here.

Q: If I have questions, how do I contact someone at Three Custom Color?
A: We can be reached at 212.730-8828 or toll-free in the US at 888.262.7714 M-F 10-4 EST or by e-mail at info@threecustom.com

Q: I saw something of yours in a magazine. How do I find it on the site?
A: Use the convenient search function on the top tool bar of any page on the site. If you can't find it- give us a call!

Q: I have a store. Salon or spa and am interested in carrying your line. Whom do I contact?
A: You can contact our Co-Founder and Creative Director, Chad Hayduk. He can be reached via e-mail at chad@threecustom.com or by phone at 212.730.8828

Q: I am a makeup artist and I am interested in purchasing your products. Do you offer a professional discount?
A: Yes, we offer a 30% professional discount, which can be applied for via e-mail at chad@threecustom.com or by fax at 212.730.8848. We require proof that you are actively working in the industry - comp cards, union cards, MAC discount cards, tear sheets are all acceptable forms of proof.

PRODUCT INFORMATION

Q: I notice that many of your products are divided into Cool and Warm. How do I determine my skin tone?
A: CLICK HERE If you have any further questions about your skin tone or product questions please e-mail us at info@threecustom.com or call us toll-free M-F 10-5 EST at 888.262.7714. It would be our pleasure to assist you!

Q: Are your products fragranced?
A: No; however, they are not chemically unscented so you may notice the subtle smell of the ingredients.

Q: What types of skin are your products for?
A: We carefully design our products to be appropriate for all skin types. We use tried and true ingredients to prevent sensitivities.

Q: What is the shelf life of your products?
A: It varies from product to product. Lip Color, Pencils and Powders, generally 2 years. Concealer and Brow Gel, 1 year. Mascara, 3 months. We advise that applicator brushes be washed often with a mild shampoo. This will extend the shelf life of your products.

Q: How do I obtain an ingredient list of a particular product?
A: Click on the INGREDIENTS tab on the individual product page. E-mail us at info@threecustom.com and let us know what category you are interested in (i.e. lipstick, eye shadow, etc.) and we will e-mail you a list for that category.

ORDERING/SHIPPING INFORMATION

Q: What kind of payment do you accept?
A: Personal Checks and Money Orders (must be in US funds), Master Card, Visa and American Express. We can accept credit cards over the phone or via the website. If you would like to pay by mail, our address is P.O. Box 983, Provincetown, MA 02657.

Q: How do you ship?
A: We ship via US Mail, Priority Mail or UPS.   Shipping is $6.00 for US Mail, $9.75 for Priority Mail, UPS for $28.00 and $50.00 for Federal Express 2nd Day. We also offer rush shipping - Next Day Air ($100).

Q: Do you ship internationally?
A: Yes, we ship all over the world. To most areas, we ship Parcel Post US Mail. International shipping is $23.00 and can take 2-3 weeks (shipping time only) and shipping to Canada is $15.00 USD.

Q: What is your return policy?
A: We accept returns of unused Ready to Wear products within ten days of receipt. You can exchange for other merchandise or we can credit you for the merchandise purchase. Custom made products ordered from our Archives (this means you are not sending us a sample to match) are Final Sale. Please contact us if you have product questions! info@threecustom.com or 888.262.7714 M-F 10-6EST.

Q: If I place an order for some of your Ready to Wear products, when can I expect them?
A: Ready to Wear orders ship within 2 days and shipping takes anywhere from 2-5 business days.

Q: How do I check on the status of my order?
A: You can check your order status in your Account on our website if you placed your order there.  If not, for Ready to Wear Products, if it has been more than 7 business days or for Custom Orders, it has been more that 4 weeks since you sent your sample, please e-mail us at info@threecustom.com or call us toll free 888.262.7714 and we can check the status for you. Our hours are M-F 10-5 EST.

Q: Do you offer Gift Certificates?
A: Yes we do. We offer them for our Custom Blending Services and Ready to Wear Products. Please contact us toll-free M-F 10-5EST toll-free at 888.262.7714 for more information.

CUSTOM BLENDING INFORMATION

Q: How long does it take to have something Custom Blended?
A: Once we receive the sample, our manufacturing time is 10-15 business days. From the day you send a sample to the day you receive your product, you should allow four weeks.

Q: Where do I send my sample?
A: Three Custom Color Specialists P.O. Box 983, Provincetown, MA 02657.

Q: I live in the New York area - can I drop off my sample?
A: No. We have moved our operation to Provincetown, Massachusetts.

Q: How close will you get to my original shade?
A: We match for color, texture and coverage so we get very close. Because we are using our base ingredients, and not those of your original, we do not claim that we will deliver an exact match. Our technicians are highly experienced and our clients are lifelong customers so you are in good hands!

Q: What Custom products do you make?
A: Lipstick, Lip Gloss, Eye Shadow, Cake Eye Liner, Crème to Powder Blush, Powder Blush, Bronzer (loose or pressed), Face Powder (loose or pressed), Brow Powder and Crème Concealer/Foundation.

Q: Do you custom make lip or eye pencils?
A: No, we do not. What we have done for many of our clients is that we have created a lipstick to match their favorite lip pencil (in any texture), or a wet/dry eye shadow to match their favorite eye pencil. We make the lipstick in the texture of your choice.

Q: Do you make liquid foundation?
A: No, we do not; however, our Creme Concealer (a makeup artist favorite!) is also a wonderful foundation, which can be used either in isolated areas with a brush or all over the face with a wet or dry sponge. We can match your favorite liquid foundation shade in our Creme Concealer formula.

Q: If I am in a hurry, is there something that can be done to expedite the manufacturing of my Custom Blend?
A: Yes, we offer rush service for an additional $15 per color. We guarantee that once your sample is received, we will ship within 2-5 business days instead of the usual 10-15 business days. We also offer rush shipping - call us for options!

Q: I love what you Custom Blended for me. How do I re-order?
A: Click on RE-ORDER MY SHADE on the homepage if you have an online account or you can order with us over the phone. 

Q: I am interested in finding out if you have matched my discontinued lip color shade before. How do I check that?
A: Click here to access the archive. Please note that although we may have matched your shade before, we always ask that you send your own sample. Original colors can vary from batch to batch so the sample we have may be different from the sample you have. This variance is often why companies discontinue a particular shade after there have been some batch inconsistencies. If you have a product other than lip color that you want to check on, please e-mail us at info@threecustom.com.

Q: Do you make "color stay" or other extended wear formulas?
A: No, we do not use that particular silicone chemical in our products. Our lip color is long lasting; however, it will not function like an extended wear formula.

Q: What if I am unhappy with my Custom Blend?
A: If when you receive your match you think it looks different than your original, we ask that you first try it on and wear it before deciding that it needs to be sent back (as we are using a slightly different ingredient structure, your product may look slightly different in the packaging). If for some reason it does look different when worn, we are happy to make an adjustment based on your specifications. We advise that you try each color on side by side (on the skin or lips) and enclose a note letting us know what differences you see or feel (i.e. too pink, too dark, too matte, too creamy, etc.). Product can be sent back to us at the address on your invoice. From the day you send it back, please allow 2-3 weeks to receive your adjustment.

Q: What happens if I am ultimately unhappy with my Custom Blend?
A: Thankfully, we do not encounter this very often, but we do guarantee our work when you provide a sample. We work very hard on each Custom Blend, so we do ask that you give us the opportunity to adjust your shade if you think it is not right. After we have made the adjustment according to your specifications and you are still not pleased, we will refund you for the merchandise. We do not refund shipping.

COLOR STUDIO

Q: Where is your Color Studio located?
A: We have closed our color studio in NYC and all technicians are now located in Massachusetts

Q: Can I visit you there?
A: Sorry, we don't take walk-ins.