FAQ

ORDER STATUS

Order Tracking

UPDATE: We are currently experiencing shipping delays, so orders may arrive later than your original estimated delivery date

Orders are typically shipped within 3-5 business days of your original order. Once your order is shipped, we will send a shipment notification and provide a tracking number to you. Didn’t get a tracking number? Contact us and one of our team members would be happy to help you out.

Has my order shipped?

Once your order is shipped, we will send a tracking email to the address provided at checkout. If you haven’t received the email, tracking info is also available in My Account.

Still can’t find it? Email us at [email protected]

We are also available from 9am-5pm PST at 1-888-689-3389

How do I change quantities or cancel an item in my order?

Email us at [email protected] or call 1-888-689-3389 and we would be happy to help you out with this. We typically begin production within 24 hours of order receipt.

My order never arrived

DOMESTIC (US & CANADA)
If you haven’t received shipping confirmation or have seen your order within 7-10 business days, contact us and one of our team members would be happy to help you out.

INTERNATIONAL
We are currently experiencing severe delays for international customers. We strongly recommend DHL shipping (arrives within 7-10 business days). If you select another method, packages should arrive between 15-20 business days.

An item is missing from my shipment

If you believe that there are items missing, please get in touch with us as soon as possible. We require that missing items are reported within 30 business days of order receipt.

When will my back-order arrive?

While rare, occasionally we will experience back orders. If an item is back-ordered, we will let you know what the expected delivery date looks like once you place your order.

You will be provided the option to receive a refund for back-ordered items or to reserve & receive shipment as soon as they arrive.

RETURNS & SHIPPING

Returns

Private label cosmetic/ hair care products are considered final sale and cannot be returned. For this reason, we strongly encourage sampling the product and ensuring that you are happy with the artwork (private label samples are available).

Displays & merchandising items can be returned and must be in original and saleable condition. Returns on displays/merch must be made within 30 days of the purchase date.

Damaged Items

Call customer service at 1-888-689-3389 within 5 days of receipt to report any damage. You must also call the carrier immediately for a damage claim. If you would like us to file a damage claim on your behalf, we require photo evidence.

Shipment refusals

Please arrange to be available to accept your shipments. If an order is returned to us because it was refused, you will be responsible for the return shipping charges.

What are my shipping options?

DOMESTIC (US):

FedEx (Ground)
FedEx (2 Day)
FedEx (Overnight)

Shipping rates depend on weight and will be listed at checkout. Hair care products are shipped via FedEx and come with $5 flat rate shipping.

Due to delays with USPS, we are only offering this service upon request. Typical USPS orders have been taking from 1-2 weeks.

CANADA:

We offer Canada Post for our Canadian customers. GST / HST is charged post checkout on all Canadian orders.

INTERNATIONAL:

We offer the choice of DHL & Regular International Post for International Shipments. We ship to most countries. If you don’t see your country listed at checkout, please contact us.

PRICING & BILLING

Do I have to pay sales tax?

DOMESTIC (US): No, sales tax is not applicable.

CANADA: GST/HST is charged on all orders from Canada.

INTERNATIONAL: Sales tax is not applicable.

I need a copy of my invoice

We would be happy to provide this for you. Simply contact us and we will send this over to you. Alternatively, copies of orders placed online are available to account holders here. Note: You must be signed in to see this link

When will a credit appear on my account?

Credits and shipping refunds typically appear on your account after 3-5 business days.

I have a question about my charges

Please contact us immediatley at 1-888-689-3389

GENERAL

How do I send you my art?

Artwork can be sent to [email protected] or at checkout. If you have any issues sending us your art, please don’t hesitate to reach out 1-888-689-3389.

Do you have suggested retail prices for the products?

Yes! You know your customers best, but most of our suggested retail prices are on the individual product pages. If you would like any specific tips based on your area, please don’t hesitate to reach out and our sales team would love to help.

Once you have my art, how long does it take to get products ready?

Proofs typically take 2 business days to prepare. Once you have approved your proofs, production typically takes 3-5 business days.

What are your best sellers?

Our best-selling products vary by area, but we are known for our powders, gels, and oils.   We are happy to specifically recommend products to you. Your success is our success!

Do you have an MSDS available for the products?

Yes. These are available here or on many of the individual product pages.

I want to change my art

No problem! Simply let us know in the order notes at checkout, call us, or shoot us an email. We’ll hold off until we receive your new artwork.