Frequently Asked Questions 
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info@SleekHair.com

Customer Care:

Phone: 1-800-921-4813

Customer Care Hours:

Mon-Wed 7:00am to 3:30pm

Thurs-Fri 7:00am to 3:00pm

CLOSED Weekends and Major Holidays

Sales Hours:

Mon-Fri 5am to 7pm

Sat-Sun 6am to 6pm

All Hours are Pacific Standard Time

Pick-Up in Tustin, California

Click here for details!

 ORDER STATUS

 When will my order be shipped?

We want to get you your new products as soon as possible! Once an order has been processed, Standard delivery takes 3-5 business days and Express takes 1-2.

Generally, all orders take 1-2 business days to process but orders placed on weekends on holidays will not be processed until Monday or the next business day. Order places before 12 PST will be processed the same day.

 

 How much will shipping cost?

Standard Shipping (3-5 business days)

Order Total Shipping Costs
$0.00-9.99 $4.99
$10.00-19.99 $5.49
$20.00-29.99 $5.99
$30.00-39.99 $6.49
$40.00-49.99 $6.99
$50.00-59.99 $7.49
$60.00-69.99 $7.99
$70.00-79.99 $8.49
$80.00-89.99 $8.99
$90.00 and up $9.99

You can also calculate shipping costs by adding all items to your shopping cart. Enter your zip code and select your choice of shipping. Click apply and the shipping rates will be calculated automatically.

 

 Is overnight shipping available?

We currently don't feature overnight shipping but you may call our Customer Loyalty Team by 12 p.m. PST to request it.

 

 How do I get my tracking number?

Depending on the carrier, your tracking number should be available via email after the first 24 hours of placing your order. If you still haven't received it after this time period, feel free to contact our Customer Loyalty Team at 1-800-921-4813.

 

 What do I do if my UPS tracking information says damaged or undeliverable?

You can track the status of your order with your tracking number. If the message appears, please contact use immediately.

 

 Are there extra fees for hazmat items?

Hazmat items that are shipped express have an additional $20 fee. Hazmat items shipped APO Military/Air (including: Hawaii, Alaska, Puerto Rico and Guam, Virgin Islands and Catalina) also have an additional $20 fee and international hazmat items have an additional $30 fee. Please keep in mind some countries do not allow hazmat items at all and the entire order may be cancelled.

 

 What are my options if I do not want to pay the hazmat fee?

Depending on your situation you can: cancel the entire order, remove the hazmat item from your order or switch to standard shipping. Please call our Customer Loyalty Team if you have any questions at all!

 

 Why does my order status say pending?

Pending means we have received your order and your invoiced has been sent to our warehouse.

 

 Can I change or cancel my order?

Due to a change in our warehouse system, orders can no longer be modified or cancelled after they are placed. We understand that there will be situations where you will want to change your order and we will do our absolute best to accommodate your needs.

In these cases, please contact our Customer Loyalty Team as soon as possible at 1-800-921-4813.

If the order has already been processed, we will be more than happy to supply you with a free return label.

 

 What if a product is on back order?

You can choose to replace the back ordered item, remove it completely, have your items shipped separately or delay the entire shipment until the item is back in stock. Please let us know with your choice as soon as possible.

 

 Why is the product that I received different from the image shown on your website?

Manufacturers and vendors update packaging and designs frequently so the pictures on our website may not always be updated. Feel free to let us know about these inconsistencies and we will do our best to update our website!

 

 How are Customs Duty/Fees applied to my order?

Shipping charges on orders do not include international taxes or duties. We recommend that you contact your local customs office to request details regarding these charges. If you decide to decline any shipments in progress from Sleekhair.com, you remain responsible for all original shipping costs, duties, taxes and/or customs charges that are incurred on the denied package, in addition to the cost of returning the package to Sleekhair.com. These costs will be subtracted from your refund.

*Sleekhair.com has made every effort to minimize shipping costs and does not profit from any additional duties and/or customs fee rates. We are required by law to disclose the full value of the package contents and cannot alter the value.

For further shipping and handling questions or comments, please contact us.

 

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 RETURNS and EXCHANGES

 What products can I not return?

We understand that products may not always work out but for sanitary reasons we cannot accept returns on the following products: hair brushes, nail polish, makeup and cosmetics, hair extensions and hair pieces.

 

 Can I return used products?

Unfortunately we do not accept any products that have been used or opened because all returns must be in a re-sellable condition.

 

 How do I begin the return process?

To return a product, please email our Customer Loyalty Team for a Return Merchandise Authorization (RMA) number. Returns must be received within 90 days of the original shipping date.

 

 When will I receive my refund?

All returns take 3-4 weeks to process once your package has reached our Return Center. You will be notified via email once the return has been processed.

 

 How do I exchange a product?

If you would like to exchange a product, please call our Customer Loyalty Team during business hours. We are more than happy to help you pick out something new!

 

 How much time do I have to make an exchange?

Exchanges must be received within 30 days of the original shipping date.

 

 What if the product I want to exchange for costs more or less than the original product?

If your new product costs more than the original one, you must authorize us to charge the additional amount to the original form of payment. If the new product costs less, we will refund the difference to the original form of payment.

 

 Do I pay for shipping on exchanges?

You will be responsible for the return shipping fee but we will ship out your replacement products free of charge!

 

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 PAYMENTS

 What forms of payments do you accept?

We accept the following major credit cards: Visa, MasterCard, American Express and Discover. We are also happy to accept payments through PayPal!

 

 Do you accept check or money orders?

Unfortunately we do not accept check or cash.

 

 Do I have to pay sales tax?

We only collect sales tax in California at 8.00%.

 

 Why have I received and email about billing verification?

Our system is very sensitive and we aim to ensure your security and privacy online. If any billing information is entered incorrectly, your order will be placed on hold until we have updated your account with the correct information.

 

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 REWARDS POINTS/PROMIOTIONS /ACCOUNT

 How do I enroll in the Reward Points Program?

Simply create an ACCOUNT, log in, complete your order and watch you points rack up! Please give us a week to update your reward points on your account.

 

 How do I earn points?

You receive 1 point for every pre-shipping and pre-tax dollar spent. You are also rewarded 5 points for every product review you submit.

 

 How do I review a product?

Go directly to the specific page of the product you're reviewing. Next to the rating and stars, there is the option that says "Review this Item." Click this and fill out all the necessary information. Please give us 5-7 business days to process your points and add them to your account accordingly.

 

 How do I redeem my Reward Points?

After logging into your account, click "Redeem Points." We will email you a unique code to use on your next purchase. Happy shopping!

 

 Why haven't I received reward points for my order?

Please make sure that you have entered your email correctly. If you still haven't received your points, please contact our Custom Loyalty Team.

 

 Are your products authentic?

Absolutely! We work hard to build meaningful relationships with top beauty vendors so we can provide you with genuine products at competitive prices.

 

 What is the best way to reach the Customer Loyalty Team?

Email is the best way to contact our Customer Loyalty Team but we definitely understand if you wish to speak to us directly instead. Our number is 1-800-921-4813 and our operating hours are 8-5 PST Monday through Friday. We are also available to answer your questions online during the same hours of operation so feel free chat us through Sleekhair.com. We look forward to talking to you!

 

 Are promotions stackable?

Unfortunately only one coupon code can be applied to one order.

 

 How many points do I need to accumulate for a reward?

Points Reward
200 10
400 25
600 50
1000 100

 

 What is the policy regarding promotions and coupon redemption?

Coupons:
One coupon is allowed per order. Coupons cannot be combined with any other promotion, coupon, rewards or gift card redemption.

Promotions for Free Shipping:
Free shipping promotions are only valid for orders within the domestic United States. These offers are not valid for any orders to Hawaii, Puerto Rico, Alaska, Guam, International PO boxes or APO.

*All promotional coupons may be redeemed by entering the corresponding code into the “Coupon Code/Promotional” box. Following this step, the discount will be applied to your order.

For further questions, please contact our Customer Service Specialists at (800) 921-4813 or email us at Info@sleekhair.com

 

 Does Sleekhair.com Price Match?

Although we do not price match at this time, our prices currently range from 10-20% off retail value. We also offer additional weekly discounts and promotions.

 

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