FAQ's
General Information
Refunds
ITEMS PURCHASED THROUGH OUR WEBSITE
We can only accept returns of items purchased through our website with a receipt and order number issued through totallyhaircare.com. To return or exchange your purchase or for any other order discrepancies (e.g. wrong product, short shipped), please email us at support@totallyhaircare.com within 30 days of receipt of your purchase for a Return Authorization Number. Unless the reason for return is the result of our error, you will be responsible for paying to ship the product to us. We are unable to refund any original shipping charges, nor can we accept the return of any products without a Return Authorization Number. Please note that although we have tried to represent our shades as accurately as possible, the actual colors you see will depend on your monitor.
For defective or damaged products, please email at support@totallyhaircare.com within 30 days of receipt of your purchase and retain the original shipping package and the damaged or defective product for inspection. We will provide you with a Return Authorization Number and instructions for returning any damaged or defective product to us at our expense. Upon receipt of the damaged or defective product, we will issue a refund for the price paid for the product to the original purchaser’s method of payment or provide a replacement product. Your original shipping and handling charges will not be refunded, but any replacement for a damaged or defective product will be shipped to you free of charge.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card. You will receive the credit within 7 business days.
SHIPPING
Shipping rates due apply. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
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INTERNATIONAL SHIPPING
Yes we ship internationally outside of the US. Shipping rates vary per location
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HOW DO I KNOW IF MY ORDER IS PROCESSING?
Once you have placed your order on totallyhaircare.com, you’ll receive a confirmation email from us. This email confirms that your order is processing in our system.
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WHAT IF I DID NOT RECEIVE AN EMAIL WITH CONFIRMATION & TRACKING?
If you did not receive an email, please contact us at support@totallyhaircare.com or call us at 951-582-3349 Monday-Friday 8:00AM – 4:00PM PST.
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MY ORDER ARRIVED INCOMPLETE
Please contact us at support@totallyhaircare.com or call us at 951-582-3349 Monday-Friday 8:00AM – 4:00PM PST.
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WHEN WILL MY ORDER BE SHIPPED?
Once we have filled and shipped your order, you will receive a shipping confirmation email that will also give you a USPS tracking number for your shipment. This process should occur within 72 hours of your purchase. If you have any questions, please contact us at support@totallyhaircare.com or call us at 951-582-3349 Monday-Friday 8:00AM – 4:00PM PST.
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HOW LONG DOES IT TAKE FOR MY PACKAGE TO ARRIVE?
Usually, shipments take between 7-10 days to arrive at their intended destination (US).
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