FAQs and Terms & Conditions
Questions about buying makeup online
Fitcover to the rescue!
We know that you fitness-addicts always want to put your best face forward whether it's in the gym or hanging with friends. We understand you are on-the-go with busy schedules and want to make sure we give you the support you need to always look on point and get the perfect shade for you.
We’ve got LOTS of ways to help you choose the right shade.
- Head on over to our Fitcover Active Mineral Powder Foundation page and take the WHAT’S MY SHADE? Quiz.
- If you’re not 100% sure you got the right match you can order a pack of Active Mineral Powder Foundation - Samples. In every pack, there are three adjacent shades for you to try, at home on your skin to get a flawlessly perfect match before you commit to a full-sized jar.
- Still not sure we’ve got the right shade for you? Head across to Match Me, fill out the form, and one of our amazing team members will be back to you in a jiffy with a shade suggestion! Also, if you’ve got sultry skin that doesn’t seem to fit our current range, this is the best place to tell us about your shade needs too, we’re always looking for more ways that we can support you.
Match Me service extra info:
*Please note, shade suggestions are our best recommendation based on the photos you have provided. However, it's not an exact science since factors like image quality, lighting and how the images were taken also has a way of changing how you look in person.
We all vary so much from base-tone to the way we tan, how we use tanning products etc, and we can also have different expectations about how the foundation should look on our skin.
In saying this it is challenging to be 100% certain what shade you are through computer screens, so we have added a widget 'What's my shade?' on our product page. We'll match the foundation you are currently using to find your match in our Mineral Foundation. And to ensure a perfect match, we recommend that you order the Active Mineral Powder Foundation - Samples that contain your prefered shade, a shade lighter and a shade darker so that you can test it at home.
If you need and further clarification, please email us at info@fitcover.com.
YES, we can!
We have a growing database of makeup tutorials that you can access here.
We also have makeup experts and artists on our in-house team that can answer any questions you have, so please email info@fitcover.com or slide into our DM’s on FB or IG with your queries and we will get back to you asap.
We do our best to describe our products and shades accurately and take high-quality product pictures that require minimal editing. However, the shade you see on-screen will depend on your monitor so we can not guarantee that these shades will look identical when you receive them. Here’s some more information about some of our key products to help you choose the right ones for you.
Active Mineral Powder Foundation
If you’re after help with choosing the right shade of foundation then pop up the page to “How do I know what shade to choose?” to read our recommendations.
Lash Mass Kit - Fibre Lash Mascara
This set comes with two products. A black waterproof mascara that can be used on its own and a green tea fibre applicator that can only be used with the mascara. You can choose your level of lash-drama by using a single coat of mascara on just the top lashes for the lightest look or get the most dramatic eyes by applying a base coat of mascara, then a coat of fibres to lengthen and thicken the lashes followed by a second coat of mascara. The combination is up to you.
Tanned and Toned Self-Tan Mousse and There She Glows Self-Tan Drops
These products come in one shade that works for everyone. With these, you simply need to apply them as thickly as you like and let the tanning products develop on the skin for the time that works best for your skin tone.
Shape It Till You Make It Eyebrow Cushion Kit
With two shades for Blonde and Brunette, you can easily visualise the best match for you. These are dynamic products that allow you to build and adjust the shades to suit your beautifully unique features and your preferences.
If you need and further clarification, please email us at info@fitcover.com.
We do offer free replacements in some circumstances. We will also try and help you out with getting the right shade the second time around!
If you have ordered a jar of the Active Mineral Powder Foundation and realised that you ordered the incorrect shade, please click through and complete this form to check your eligibility for a free replacement jar.
Our normal replacement criteria include:
- You can only apply for a replacement on your first order of Active Mineral Powder Foundation.
- You can only fill out this form and receive a replacement jar once. So, if you’ve already completed this process then we suggest ordering an Active Mineral Powder Foundation - Samples pack instead.
- You send us a photo of you in natural light with the shade of Active Mineral Powder Foundation that you want to replace applied to one side of the face so we can help you choose the right shade.
Products that are not eligible for change of mind or exchange/replacement include:
- Kabuki Classic Brush
- Kabuki Curves Brush
- Superfood HIIT Serum
- Active Mineral Powder Foundation - Samples
- Shape It Till You Make It Brow Cushion Kit
- Lash Mass Kit
- Tanned & Toned Self-Tan Mousse
- There She Glows Self-Tan Drops
- Tanning Mitt
- Pump-It-Up Collagen
- Limited edition promotional items
If you have any questions about replacements and exchanges, please email exchange@fitcover.com.
Don’t stress, because we use natural ingredients and mineral oxides that are mined from different locations there can sometimes be minor visual colour and texture differences from batch to batch. While we try to keep these variations to a minimum we can’t completely eliminate them. We do however promise that once applied to your skin you’ll glow just like usual and won’t notice a difference.
Satisfaction Guarantee
For Active Mineral Powder Foundation
We do offer free replacements in some circumstances. We will also try and help you out with getting the right shade the second time around!
If you have ordered a jar of the Active Mineral Powder Foundation and realised that you ordered the incorrect shade, please click through and complete this form to check your eligibility for a free replacement jar.
Our normal replacement criteria include:
- You can only apply for a replacement on your first order of Active Mineral Powder Foundation.
- You can only fill out this form and receive a replacement jar once. So, if you’ve already completed this process then we suggest ordering an Active Mineral Powder Foundation - Samples pack instead.
- You send us a photo of you in natural light with the shade of Active Mineral Powder Foundation that you want to replace applied to one side of the face so we can help you choose the right shade.
For other Fitcover products
Products that are not eligible for change of mind or exchange/replacement include:
If you have any questions about replacements and exchanges, please email exchange@fitcover.com.
We pride ourselves on delivering high-quality at every stage of production, packaging, processing orders and shipping. However, we understand that sometimes your order may not be quite what you were expecting.
If you believe you have received a faulty item, please fill out our Faulty Or Damaged Goods Report. This form must be submitted within 14 days of receiving your order with photos or a video attached clearly showing the product fault.
Eligibility for product replacement/store credit for faulty or damaged goods is void if:
At the request of our investigations team, you may be required to ship the faulty product back to us for further investigation, with the original packaging at your cost.
Exchange and/or store credit for faulty goods are offered in case of manufacturing faults.
For Active Mineral Powder Foundation
We’d be sad to hear it, but if you’re not loving your first jar of Active Mineral Powder Foundation you can apply for a refund within 30-days of receipt.
Our normal money-back guarantee criteria include:
- You can only apply for a refund on your first order of Active Mineral Powder Foundation.
- You can’t redeem a replacement jar on the same order.
- You can only get your money back once. So, if you’ve already completed this process then we suggest ordering an Active Mineral Powder Foundation - Samples pack instead.
- You click through and complete this form and let us know you’re after a refund, not a replacement.
For other Fitcover products
Products that are not eligible for our 30-day money-back guarantee include:
If you have any questions about refunds please email exchange@fitcover.com.
Our Stockists run their business separate to ours, so any products purchased from Fitcover.com cannot be returned/exchanged at our Stockists, and any items purchased from a Stockist may only be returned/exchanged from where you made your purchase.
About Fitcover and our amazing products
NO WAY! Fitcover is cruelty-free, meaning that we do not test on animals. All of our makeup products are free of ingredients derived from animals.
However, our Pump-It-Up Collagen powdered oral supplement has been ethically sourced from high-quality, well-treated bovine cattle. We would love to provide you with vegan collagen but plant sources are very limited and extremely costly to extract.
We know you want it, so we make it super easy for you by offering all of your favourite ways to pay:
- PayPal (PayPal Account)
- PayPal (Credit/Debit Card)
- Credit/Debit Card (Stripe Secure Processing)
- Sezzle
All prices on our Australian Fitcover Store are inclusive of General Service Tax (GST) under Australian law.
As you’re shopping in our United States Fitcover Store there are no taxes added to our product prices or during the checkout process.
We are proudly 100% Australian, owned and operated.
However, to get orders around the world quicker (especially to our Northern Hemisphere fit-fam), besides shipping from Australia we also stock and ship our full range of products from warehouses in the USA.
All of our products are free from any nasty chemicals and known-irritants. We take the health of your skin very seriously.
Did you realise that our flagship product, the Active Mineral Powder Foundation was initially developed to be safe and sweat-proof during exercise? It’s even been formulated to nourish irritated, sensitive acne-prone skin that was previously being aggravated by other makeup products during training.
We know what fitness-addicts want AND need and all of our products are developed with the same skin-loving goals in mind.
We are always updating and growing our product range to keep up to date with the current trends. If you’ve got something you’d love us to start making, then please reach us at info@fitcover.com or fill out our general enquiry form to let us know.
Then get on our mailing list and you’ll be the first to know when it hits our store!
Shipping
FREE STANDARD DELIVERY ON ORDERS OVER $67 US
Shipping rates for delivery within the USA (orders under $67 US):
- Standard Delivery: $7.00 US
- 2-day Air Delivery: $20.00 US
- Next Day Air Delivery: $30.00 US
IMPORTANT UPDATE:
As of 4/7/2020: Unfortunately, along with most of the world, USPS has announced delivery delays due to COVID-19. You can read more here.
Please expect that ETAs, as stated below, may not be met. For now, we recommend choosing the Standard Delivery service instead of 2-Day or Next Day Air Delivery when you place your order.
Don't let this stop you from ordering your favourite Fitcover products! We appreciate you always. Please stay healthy and safe!
Estimated Shipping Times:
- Our Standard Shipping with USPS usually takes 2 to 3 days to most major cities and up to 5 days to rural cities on the east or west coast.
- 2-Day Air Delivery is two days! Imagine that! (if you ordered before 12:00 PM CT).
- And, Next Day Air Delivery will get to you the next day (if you ordered before 12:00 PM CT).
*All above time frames are estimates and excluding processing time and are based on delivery to metro suburbs. For regional suburbs, add 1-2 days. For Sample Only orders, delivery time is up to 3 weeks.
Processing times:
Normally, we process and ship all orders within 2 business days of payment being received, although we aim to send out the same day, or next business day in many cases. During peak times and sales, this may take a little longer.
However, for Next Day and 2-Day Air Delivery orders that are placed before 12:00 PM CT we process and ship the same day with orders placed after 12:00 PM CT processed the following day.
For any queries regarding shipping, please feel to email us at info@fitcover.com for information or clarification.
Extra shipping info:
- Please note that we cannot deliver to Armed Forces addresses.
- Please provide a street address for delivery whenever possible.
- *Freight cost estimates were current when we updated this page and may have changed. You’ll see the most up-to-date shipping options during our checkout process.
- If your order is returned to sender for any reason we will try and contact you to try and resolve the situation so you don’t miss out on becoming a #FitcoverLover like us.
FREE STANDARD DELIVERY ON ORDERS OVER $67 US
Shipping rates for delivery within Canada (orders under $67 US):
Standard Delivery: $10 US (7-10 days)
Express Delivery: $50 US (2-3 days)
We offer worldwide delivery and cater for all countries. For more information about Fitcover shipping times for the rest of the world (excluding USA and Canada) from our Australian warehouse please go to our Australian store.
IMPORTANT UPDATE:
As of 4/7/2020: Unfortunately, along with most of the world, USPS has announced delivery delays due to COVID-19. You can read more here.
Please expect that ETAs, as stated above may not be met. For now, we recommend choosing the Standard Delivery service instead of Express when you place your order.
Don't let this stop you from ordering your favourite Fitcover products! We appreciate you always. Please stay healthy and safe!
Processing times:
Normally, we process and ship all orders within 2 business days of payment being received, although we aim to send out the same day, or next business day in many cases. During peak times and sales, this may take a little longer.
However, all Express orders that are placed before 12:00 PM CT will be processed the same day, with orders placed after that time processed first up the following business day.
For any queries regarding shipping, please feel to email us at info@fitcover.com for information or clarification.
Extra shipping info:
- Please note that we cannot deliver to Armed Forces addresses.
- Please provide a street address for delivery whenever possible.
- *Freight cost estimates were current when we updated this page and may have changed. However, they do not include customs clearance fees, taxes or duties. If these additional charges are applied when your order reaches your country then these fees are your responsibility. If you’re unsure whether fees will apply, we suggest contacting your local customs office to ask about importing Fitcover goods for personal use.
- **International transit times are estimates calculated in working days. Sometimes there are delays with Customs, Quarantine, varying flight schedules and destination-specific factors that are outside of our control.
- If your order is returned to sender for any reason we will contact you to try and resolve the situation so you don’t miss out on becoming a #FitcoverLover like us. If you think your order has been returned then please email us at info@fitcover.com.
We’d love to send Fitcover to every corner of the globe but from time to time different countries have movement restrictions for legal and/or biosecurity reasons.
From our USA Warehouse, we ship with USPS to US and Canadian residents and you can read the latest info on restrictions and delays here.
The rest of the world is serviced by AusPost from our Australian warehouse and you can access the latest information on shipping delays and restrictions here.
If for some reason we can’t process or ship your order we will email you, so please add us to your trusted senders so we don’t miss each other in your spam filter.
If you’re pretty damn sure that USPS can ship to your country then please see the "International Shipping" section just above for shipping costs and time estimates.
Most orders, yes! We send our Fitcover orders with domestic or international tracking numbers with the exception of orders that contain only samples- these are sent untracked. You can virtually watch that box of Fitcover goodies make its way to you with the power of the internet.
International: When the package gets to your country you should still be about to track your package through the USPS website as well as through your local postal service website. It’s a good idea to keep an eye on this in case you need to coordinate with your local delivery service to finalise your delivery.
*Please make sure you track your own order as Fitcover cannot track your order from our end to ensure it gets to you safely. Occasionally packages do go missing, if it has been sent and you have a tracking number, please contact your local postal office with your tracking number and they should be able to help.
No worries!
For all orders under $200, there is a standard ATL (Authority to leave) as long as there is a safe place. If you do not wish to have an ATL, please let us know prior to your order.
You can also add more than one shipping address to your account (like a work address or an address of a family member or friend that you know will be home and then you’ll have a good excuse to pop in for a cuppa).
If there is no safe place to leave the package, the courier will transport it to your local post office/courier company for you to collect. Please contact them as soon as possible with your tracking number.
If you have done the above, and if you have not located your package, please contact us at info@fitcover.com and let us know so we can help you get to the bottom on it!
Contact Us
Click on that cute little speech-bubble icon at the bottom of the page to open a live chat with us.
Fill out one of our forms:
- General Enquiry Form
- Replacement Form
Slide into any one of our inboxes:
- General questions: info@fitcover.com
- Shade match: matchme@fitcover.com
- Replacement details: exchange@fitcover.com
- Business-related: admin@fitcover.com
If you have any questions that you’d like answered ASAP then just down in the bottom right-hand corner of your screen we have a live chat. It looks like a cute little speech-bubble icon. With an amazing customer experience team that works across a few different time zones, it’s pretty likely you’ll catch one of us.
Don’t worry, if we’re not there then your enquiry will forward through to our email and we’ll get back to you ASAP!
We also have some other ways you can contact us listed under the answer above to “How can I contact Fitcover?”
We would love to meet you and help you in person! But we’re an online store and we don’t have any stores. However, if you’re really keen to see our products up close and in person then please email us at info@fitcover.com to find out if we have a stockist near you.
We’ve got an awesome team who work around a few different time zones and look after your email enquiries. Usually, you’ll get a response within two business days, but from time to time, due to various time zone overlaps and fluctuations in customer enquiries, we might take a little longer so please be patient with us.
If it seems to be taking too long, please double-check:
- That our response didn’t end up in your spam/junk folder.
- That you’ve sent your enquiry to info@fitcover.com.
We’re also keeping an eye on IG or FB so feel free to DM us there with your full name, question, email address and order number (if applicable).
Hey, we’re sorry to hear you’re still waiting!
We usually process and ship all orders within 2 business days of payment being received, although we aim to send out the same day, or next business day in many cases. During peak times and sales, this may take a little longer.
Once your order has been sent you will receive an email with your tracking details so that you can track your order.
If you did not receive your tracking confirmation email, then please check your junk folder or email info@fitcover.com just in case your email address was entered incorrectly, or there was an unforeseen delay in us processing your order.
You’ll also find delivery speed guides in our “Shipping Information”. Please note that once your order has left our office the shipping times are determined by the postal company or courier service.
If it is longer than the estimated delivery time and your order still has not been received, please let us know by emailing us at info@fitcover.com, and we will follow it up for you.
Please note that orders only containing Active Mineral Powder Foundation - Samples are sent standard post and are not trackable but you should still receive your shipping confirmation email.
Subscriptions
You can cancel your subscription simply by logging into your Fitcover Account and going through to the Manage Subscription area.
If you’re not sure how to do this, then you may cancel your recurring subscription at any time by contacting Customer Service at info@fitcover.com or by filling out our general enquiry form. Make sure you give us your full name and the email address you think you used to sign up for your subscription.
POLICIES AND DISCLAIMERS
Policies
By purchasing, you agree to all policies, terms and conditions of sale as stated right throughout this page.
It is recommended to use Fitcover Australia (Fitcover Group Pty Ltd) products, and Fitcover products only, with no other products under, on top of or mixed with any Fitcover products. Please discontinue use immediately if irritation occurs and consult your doctor for medical advice. Our full list of ingredients is on the product label. As we cannot control what other products are used in conjunction with Fitcover products, Fitcover accept no liability above and beyond the full purchase price (shipping fee excluded) of the product in question when the following conditions are met:
(1) the report is received by Customer Experience team within 7 days from the date the order is received(2) photos OR a medical certificate is provided as supporting document within 7 days
(3) will submit for a quick evaluation that will be carried out by the Customer Experience team
Fitcover Australia, owned and operated by Fitcover Group Pty Ltd, will be liable for and limited to the full purchase price (shipping fee excluded) of the item/s purchased from www.fitcover.com and us.fitcover.com and no further.
PRIVACY STATEMENT
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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.
SECTION 2 - CONSENT
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@fitcover.com.
Fitcover Group Pty Ltd
322 Glen Osmond Road
Myrtle Bank
SA, AUS 5064
SECTION 3 - DISCLOSURE
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
SECTION 4 - SHOPIFY
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.
Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).
SECTION 5 - THIRD-PARTY SERVICES
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.
Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
Google analytics:
Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at
SECTION 6 - SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
SECTION 7 - COOKIES
Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.
PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where
SECTION 8 - AGE OF CONSENT
By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
SECTION 9 - CHANGES TO THIS PRIVACY POLICY
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
QUESTIONS AND CONTACT INFORMATION
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@fitcover.com or by mail at
Fitcover Group Pty Ltd
[Re: Privacy Compliance Officer]
322 Glen Osmond Road
Myrtle Bank
SA, AUS 5064
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Claims
Our claims are backed up by our customers and their real-life results that have not been remunerated in anyway to say or back "sweat-proof" claims. Our claims are not backed up by scientific tests as there are no current tests for "sweat-proof". Fitcover Australia (Fitcover Group Pty Ltd) does not guarantee that our Fitcover makeup products that have the claim “sweat-proof” will not run, smudge, or wear off during physical activities. The reason behind this is that we cannot guarantee that the products used before or after our products will be compatible, which may impact durability. Fitcover Australia can also not guarantee the environment, workout, physical stress on the face (rubbing with a towel etc).
