Support

  • Arrow: caret upGeneral

    • Your kit takes a little extra time because we pack it with a little extra love. Expect to receive your kit within 5-7 business days.

    • You should receive details on how to login to your Back Office with your kit order confirmation.

      Login information to the app is done a bit differently and will be received within 1-2 business days upon signing up.

      The payment app (Paylutions or Hyperwallet) details and login information will come on your first valid pay day. That means if you signed up this week, you should be receiving your login information next Friday. (This will all make a lot more sense when you understand how the pay periods work as well. You can find out more details about that on our Compensation Plan page.)

    • Right now, the Find My Artist feature searches within a 100 mile radius and grabs the top sellers from that area. The reason we do this is to ensure the customer finds a committed artist who can be sure to get all their questions answered! Often times team leaders will refer this customer to their down lines who may be a good artist fit for them.

      We are working on an improvement to allow the customer to choose between 4 different radius for the more saturated areas.

    • We try our hardest to keep things in stock for you but due to unforeseen delays in shipment from the manufacturers and influxes of orders sometimes products go out of stock for a bit. It is very rare we have items out of stock for more than a month and we always try to keep you updated on the dates we expect things to come back. Be sure to follow check the Products page for product stock details.

    • We are unable to move downlines from teams under any circumstances. We have a very strict policy about this because the consequences of moving artists around are huge and affect so many people and aspects of the organization. The good thing is you are your own business and you can receive help and give help to different artists who aren’t even on your team. We are all about artist camaraderie on or off your team!

    • We strongly believe in once your customer, always your customer! This means we cannot move customers from one artist to another.

    • The hostess order must be placed BEFORE you close the party because we cannot re-open the party.

    • Shoot ask@maskcarabeauty.com an email and we can get it taken care of for you, but please don’t leave us!

    • It is very rare that an artist kit has not been touched or used to the point that you will receive a refund. We suggest giving lightly used items to your team members. Once you send in your kit for a return, we cannot ship it back out to you if it is non-refundable!

      You may return your artist kit within one year of purchase for a refund of up to 90% of the purchase price. The artist kit must be returned in its entirety; all contents of the starter kit must be unopened and all items must be unused and in resalable condition in order to receive a refund. You are advised to insure the package for $200, as Maskcara Beauty is not responsible for lost shipments. The original shipping and handling fees are not eligible for a refund.

      Please note that when sending a return, make certain to retain your tracking number.  Return/Exchanges that do not arrive at our warehouse cannot be processed without a valid tracking number.

    • Events that you would need to attend in person show times in the event location's time zone. Other events on MaskcaraHQ.com show event times in the time zone where you are located.

      Note that when you add an event via the 'Add to Calendar' button, the event will then show in your calendar in the time zone wherever you are located (unless you've changed your calendar settings to use a 'Time Zone Override').

  • Arrow: caret upCompensation

    • Yes, cross border sponsorship is allowed!

    • Yes!

    • Yes, you can have both Canada and US orders within the same party.  The exchange rate will be applied to the sales volume for cross border orders.

    • All orders placed under your party link, no matter which artist account the customer is linked with, will be credited to you for both commission and hostess rewards. If you are seeing an order in your party and commission details but not customers section, the customers account was created with another artist or directly with Maskcara corporate. Feel free to send an email to Ask for confirmation on who the customer is under.

    • Weekly commissions are paid out every Friday. The pay period is for the previous week of orders from Monday – Sunday.  Monthly bonuses are paid out on the 10th of every month.

    • You will receive an email from Paylutions, with your login information, on the day you are paid for your first sale. For help with your Paylution account visit the FAQ page on Paylution's site.

    • Yes. You will still receive your 20% weekly commissions on any customer orders regardless of your active status.

    • Your dashboard will show your current PAID rank, and remember this resets each month. The settings page will reflect your highest rank next to the medal! This highest rank will update after the monthly payout on the 10th if you advance.

    • You must meet the requirements each month to be paid at that rank.

    • You will not get SV but it will count toward your CV for being active, enhanced retail commission, and toward becoming an Elite HAC-er!

    • You will not earn any commission on the purchase of your downline’s kit.  However, you are eligible to receive an Artist in Training bonus, which is more than you would make on a Basic Kits commission!

    • The Artist in Training Bonus has nothing to do with hitting Elite HAC-er or not. You will receive 10% commission on their first qualifying 800 CV. This may also be paid out in separate months!

    • You need to be active in order to rank up to any rank and this goes for Elite HAC-er as well. That means the month you hit 640 in accumulative CV, you need to be active (have at least 240 CV that month) to rank up!

    • You will receive commission on any orders placed at full retail.  If you make an order using your artist discount (wholesale pricing), you will not receive the 20% commission as you are receiving this 20% upfront with the discount.

    • The monthly enhanced personal sales commission will show 5%, 10%, 15% or 20% depending on your sales. You are paid 20% weekly so you will receive whatever additional amount of bonus commissions on your monthly payout. This means it will show the remaining percentage on top of the 20% you will have already received.

    • If a return is made you will see a commission volume clawback in the weekly/monthly cycle the return is processed in. This negative adjustment will stay on your account until the balance is paid off.

    • Yes, you will receive SV/CV on the PAID subtotal from the order.

    • If an artist cancels their account then their downline will roll up in level. For example a level 2 artist will roll up to level 1, level 3 to level 2 and so on. Retail customers will also roll up.

    • This must be done through the Paylutions website (maskcarabeauty.paylution.com) on a desktop!  Note: You’ll need to wait until you receive your login information before requesting that.  If you have any questions regarding the Paylution website or app, their customer service can help you with that!

      Phone: 1.877.546.8220
      Email: support@paylution.com

  • Arrow: caret upCanada

    • Yes, based on your geographical location it will default to the correct country. There will also be a dropdown menu in the top right corner to select your country if needed.

    • Yes, cross-border customers are allowed.

      If you are a customer from Canada and ordering from a US artist, you would then make sure you are on that US artist’s page, but have the Canadian flag up in the corner. Vice versa if you’re a US Customer ordering under a Canadian Artist.

    • Yes, the process for signing up artists will remain the same no matter the originating country of the signee and sponsor.

    • Yes! Please use the contact form on the website to contact ASK for any questions or concerns.

    • Rewards will be adjusted to match the exchange rate.

    • C$14.95

    • The Artist Pro Kit, a few compact colors and Stay spray with SPF are not available.

    • The difference in regulations for SPF products creates a longer timeline for making this available.

    • Only the Basic Kit will is offered at this time. Unfortunately we can’t provide a larger kit due to Canadian regulations.

    • C$279

    • Yes

    • $3.95

    • $16.95

    • Canadian shipping charges are simply higher. To arrive at the $3.95 shipping rate, it has been heavily subsidized by Maskcara in an attempt support the field with an easy, low cost option in Canada similar to the US.

    • $100

    • Yes, the same 30 day return policy will apply. The only difference will be the address the returns are sent to. Artists and customers will be responsible for return shipping costs.

    • Through Paylutions app.

    • Canadian Artists need a special license to do direct sales in Canada. Canadian Artists will need to pay for this license themselves. Unfortunatley, due to regulations Maskcara Beauty is not able to support artists in Quebec at this time.