Frequently-Asked Questions and Policies:
Can I come to your showroom and preview you products?
The Salon Product Store is a virtual/on-line store.
How soon will my order ship?
Generally it to takes 3 to 5 Business Days (Business Days are Monday through Friday) after your order is processed, unless we contact you and let you know otherwise. Once processed delivery time will depend upon the distance you are from the shipping warehouse.
For smaller items we provide you with a FedEx, UPS, or USPS tracking number via e-mail usually the same day that your order is shipped out.
Larger items may ship via freight liner. In this case we will provide you a Pro Number or a Bill of Laden number via e-mail. This also is usually the same day that your order is shipped out.
Do you offer expedited shipping?
We are sorry, that at this time we do not offer expedited shipping.
How will my order be shipped?
Generally large items will ship via Freight Carrier. Smaller items will ship via UPS, FedEx, or USPS unless we contact you and let you know otherwise. We will provide you with a carrier's tracking information via e-mail normally the same day that your order is shipped out.
General Shipping & Delivery Information & Policies: Once an order has been submitted please allow up-to 1 to 2 business days to process the order. Business Days are Monday through Friday. The estimated delivery time for standard freight shipments depends upon your location in relation to the shipping point.
For any ground shipments is approximately 2-6 Business Days. All products shipped via freight will require a signature at time of delivery. We offer free curbside shipping to all business addresses within the continental US.
Ground Shipping vs. Freight Shipping: For smaller items such as a styling chair, salon stool, salon trolley and other spare parts they will be shipped via UPS, FedEx, or USPS ground delivery. Ground shipping is a door-to-door service.
However larger items such as barber chairs, shampoo units, multiple styling chairs, and styling stations may be shipped via freight liner.
We do not offer expedited shipping. The Salon Product Store does not promise delivery dates. Each individual freight carrier determines delivery dates for freight orders.
All freight shipments are delivered on a “curbside delivery” basis only, which means the shipment will be delivered to the curbside only and is not the responsibility of the truck driver to unload or assemble your shipment. It is your responsibility as the customer to remove the items off the truck and bring it inside your facility. For freight shipments it is recommended you have additional help (at least 2 people) as the pallet will be heavy to unload.
When your shipment arrives please INSPECT AND COUNT your merchandise carefully. If you notice any damage or lost boxes, please have the delivery truck driver notate it on the freight bill with a signature and then notify us immediately. Please do not throw away any packaging materials until the shipment issue has been inspected, resolved, and claim is settled.
Information below is for orders being shipped Freight Liner:
Freight Liners will always deliver once they set up an appointment with the recipient/buyer of the products being delivered. Please make sure to provide VALID and AVAILABLE phone number(s) to the Freight Liner company in order for them to reach you and schedule the delivery appointment. Otherwise, storage fees and return shipping charges that accrue will be the buyer's responsibility.
Count, Open & Inspect entire contents BEFORE signing for the shipment!
If the boxes look damaged, note damaged items and/or shortages on the delivery receipt. Do Not REFUSE any damaged goods. Failure to note damages/shortages at the time of delivery releases The Salon Product Store from all liability. Therefore, you are responsible for any replacement costs. A notation of “Subject to Inspection” or “Possible Damage” on the delivery receipt is not acceptable. Specific notation of damage to the carton and product is required. If you signed for the carton without notating any damage on the delivery receipt you have signed the goods as “Free and Clear.” A notation of “Subject to Inspection” or “Possible Damage” on the delivery receipt is not acceptable, and is viewed the same as if it were signed clear. If damage is not specifically notated on the delivery receipt, the delivering freight line will not accept responsibility for the damage. That means that we will not be reimbursed for the damaged merchandise and freight charges; therefore, we cannot provide replacements to you free of charge. You will be responsible for any replacement costs. You are urgently encouraged to take photographs of the outer and inner packaging as well as the damaged product.
THERE ARE TWO CATEGORIES OF FREIGHT DAMAGE
NOTATED DAMAGE–Damages are notated when the damage is specifically written on the delivery receipt and/or are refused. The Salon Product Store, must be notified of the damage as soon as possible so that we may issue you a replacement and file a damage claim with the freight company. You must retain the product and all of the packaging including the carton and any foam it contained. The freight company may or may not come back to inspect and remove the merchandise. If they do not remove the product then wait until we authorize you to return it. You are urgently encouraged to take photographs of the outer and inner packaging as well as the damaged product.
CONCEALED DAMAGE– Damage that is found after the driver has left and was not notated on the delivery receipt is concealed damage. Replacement or repair costs will apply on all concealed damages. It is your responsibility to inspect the entire shipment before the driver leaves. Failure to do so releases The Salon Product Store, from all liability. If concealed damaged is discovered The Salon Product Store, must be notified within 24 hours (excluding weekends). We require that all original packaging materials including the carton and any foam contained therein be retained until we advise you that it may be discarded. You are urgently encouraged to take photographs and/or video of the outer and inner packaging as well as the damaged product. We will ship a replacement as soon as possible AT YOUR COST.
All freight companies allow a specific amount of time for you to inspect your shipment before the driver leaves. The time limits are based on the total weight of your shipment. If the driver refuses to wait, then you must call The Salon Product Store immediately at 954-947-1371 and contact the involved Freight Delivery Company.
Freight orders over $500.00 must be shipped to a commercial address. If your shipping address is non-commercial (even if you are running a business at home, it is not commercial registered). Freight orders over $500.00 cannot be shipped to a private home or apartment
What should I do if the tracking number I receive is not working?
It may take one to two Business Days (Business Days are Monday through Friday), for your tracking number that you received to be registered/scanned in the carrier’s system. This could prevent visibility to your shipment.
If two Business Days (Business Days are Monday through Friday), have passed after receiving your tracking number, and you are still unable to track your order, please contact us at 954-947-1371. We will take your information and contact the shipping warehouse to investigate.
Where can I pick up my order?
Orders can not be picked up. Your order will be delivered directly from the warehouse to the address that you provide to us. Please note that we cannot ship to P.O. Boxes or APO's. We require a physical street address for all purchases.
What happens if my product(s) are lost during delivery?
If the order is lost we will open an investigation with the shipping carrier. If the order is found it will usually continue to the shipping address. In the unlikely event the order isn't located, we will then re-ship the order after the shipping carrier completes their investigation and delivers their report.
What happens if my product(s) are stolen or damaged after being delivered?
The Salon Product Store is not responsible if the order is stolen or destroyed after leaving the warehouse or after being delivered to the delivery address on the order.
At the delivery driver's discretion they may determine to leave the product at the delivery address or return it to a secure location.
What happens if I am not at my business or at home when my product is delivered?
For UPS deliveries at the delivery driver's discretion they may determine to leave the product at the delivery address or return it to the delivery carrier's secure location. If they do not leave the product at the delivery address, then they generally will make 2 additional attempts to deliver the product. After the third attempt to deliver the product they will return the product to the warehouse. In the event that a product is returned to the warehouse, the customer pays for the return shipping. If re-delivery is not required, a refund minus a 20% restocking fee will be provided to the customer.
For Freight deliveries, the freight carrier will usually call 1 to 2 days ahead to schedule the delivery. for all freight delivers a signature is required as the delivery is curb side.
FOR ALL RETURNS WE HIGHLY RECOMMEND THAT YOU INSURE THE PRODUCT.
Am I allowed to return my order for a refund or exchange?
For most situations below, you must notify us via email at firstname.lastname@example.org within 5 calendar days after your product arrives.
Please find your specific situation from the list of Sutuations below to learn how we handle that particular situation:
For all situations, a support representative will be will contacting you shortly.
Please retain all original product packaging and material.
Situation 1. You decided to cancel your order: If your order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 2 or 3 below.
Situation 2. You received the product but it is not working correctly, is missing parts, or is visibly damaged or deformed. You must contact us via email at: email@example.com within 5 days of receipt of your product and provide the following information:
A. Provide Photos of the box(s) in which the product was delivered.
B. Provide 2-3 Photos of the damage or defective product. If a video is necessary to convey the issue, please provide a video.
C. If a part is missing, please provide a description of the missing part. Also circle the part on any parts sheet that may have been included with your product.
Also provide an overall brief description of the issue, your name, telephone number and where you may be reached during business hours.
In many cases replacement parts will be provided. In other cases the product may be completely replaced.
D. If you decide you want a refund and refuse the replacement part(s) or a new product, THEN YOU THE CUSTOMER PAY THE ORIGINAL SHIPPING TO YOU AND THE RETURN SHIPPING TO THE ORIGINATING WAREHOUSE. YOU MUST ALSO PROVIDE US (THE SALON PRODUCT STORE) THE RETURN TRACKING NUMBER AT firstname.lastname@example.org.
Once the product arrives back at the originating warehouse, then a refund less a 20% restocking fee will be provided.
E. If you If decide to accept replacement/missing part(s) or a replacement product, a return shipping label will be provided to you. Once the part/product arrives back at the originating warehouse, a replacement part/product will be shipped to you.
Situation 3. You've received the product undamaged, but you've decided you want to return it, you can do so if all of the following requirements are met:
A The item must be in brand new condition, unused, and still in the original packaging.
B You must contact us via email at: email@example.com within 5 calendar days of receiving your product to notify us that you would like to return the undamaged product and provide 2-3 Photo's of the undamaged container.
We MUST create an RMA (Return Merchandise Authorization) Number and provide you with return instructions PRIOR to returning the item. If you return an item without the RMA Number, the item will be refused and come back to you and no refund will be issued.
C. You can receive the refund for the amount you originally paid LESS a 20% restocking fee and our actual cost for shipping and handling to you.
In this case, you are responsible for return shipping charges to the warehouse AND YOU MUST PROVIDE US THE RETURN TRACKING NUMBER FROM THE CARRIER USED.
Situation 4. If you refuse the delivery of your order, you will be issued a refund LESS a 20% restocking fee in addition to our actual cost for shipping and handling. Once your item arrives back at the warehouse and is verified to be undamaged and in brand new condition, your adjusted refund will then be issued.Situation 5. You have decided to cancel your order
In the event that you decide to cancel your order, you must email us at firstname.lastname@example.org or call us at 1-954-947-1371. If we have not shipped your item yet, we will cancel your order and refund your money.
Please note: However, if your item has already been shippednYou are responsible for the original shpipping fee. There is an order cancellation fee of 10% of the total purchase. You (The Customer) are will also be charged a restocking fee of 20% from your refund amount.
price and you (The Customer) are responsible for return shipping back to the warehouse AND YOU MUST PROVIDE US THE RETURN TRACKING NUMBER FROM THE CARRIER USED. This fee is to cover the costs of removing the order from our systems and to help recover the cost of credit card processing and refunding.
Situation 6 You have decided to return your undamaged order after it has shipped
When you (The Customer) notifies us that you are returning a product, The Salon Product Store is not providing you a Return Shipping Label. You the customer are responsible for the return shipping costs and you must provide The Salon Product Store the return tracking number via email to email@example.com within 5 calendar days.
Please note: The undamaged product must be returned in the original packaging within 1 calendar day after providing the Return Tracking Number. You are responsible for the return shippinfg there is a 10% return fee of the total purchase price plus a 20% restocking fee.
Again, you are responsible for return shipping back to the warehouse.
FOR ALL RETURNS WE HIGHLY RECOMMEND THAT YOU INSURE THE PRODUCT.
How do I place my order?
You can order any of our products over our 128 Bit SSL secure Web site.
How can I pay for my order?
You can order any of our products over our secure Web site with Visa, Master Card, Discover, Diners Club, JCB or Pay Pal.
Is my credit card information secure?
On our website, your credit card information is collected via a secure 128 bit SSL encrypted connection, and thus it is never exposed to a third party. Please look at our privacy and security policy on this Web site for more information.
I have a coupon code that doesn't work?
Most of Our Coupon codes work for most products except for products priced over $300 US
Does your sales team work off commission?
No. Our Sales Team is available to help answer any questions you may have while shopping our products. Our Sales Team can be reached during business hours over-the-phone or via email at firstname.lastname@example.org
What payment options are available?
We accept Visa, Master Card, Discover, Diners Club, JCB or Pay Pal.
Why are shipping prices not posted on the website?
Because all of the products that we sell include Free Shipping
Are custom colors available?
We are sorry that we do not offer custom colors at this time.
* The Salon Product Store Reserves the right to change/modify these Policies / FAQs at any Time