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HELP ZONE FAQPreorder Questions Shipping Do you have a question that we haven't answered? Just drop us a line! Do I need a beauty license or a business to purchase? No, you don't need a beauty license or to have a business to shop with us but you can earn special discounts and rewards if you are. Do you have a paper catalog? Coming Soon. Do you offer a color matching service? Doctored Locks is not responsible for product color, color matching or color results. Product color lines may vary between manufacturer to manfuacturer. We do offer a free color matching service for customers who require the most detailed color information. Contact us for more information. Your absolute satisfaction is guaranteed Our products are selected from the finest manufacturers worldwide. We're confident that you'll be delighted with your Doctored Locks purchase. That's why every product purchased from the Doctored Locks website is backed by our Satisfaction Guarantee. Satisfaction guarantee Your security is our top priority. We believe it is our responsibility to protect our customers. Our website,
shopping cart and servers are routinely tested to ensure a safe shopping
environment. All payment information is encrypted and carried by secure
network environments. Do you accept fax or mail orders? Yes! Download an Order Sheet (Click Here), and fax it to (509) 328-1079. Payment All orders must be paid in full in US funds before your order can ship. We accept the following payments: Discover, AMEX, Visa and MasterCard - Paypal - Bank Transfers - What are your store hours and ordering times? We download orders in batches twice per day every business day. If you place your order after our batch processing time, it will be received upon the following download. If you have strict time considerations, please speak to one of our staff members to ensure proper delivery timing. Doctored Locks Current Time is: Most packages are shipped within 24 hours from the time they are placed. However, it may take up to three days to process your order (Weekends or an unexpected delay). Our phone center is open 8:30am to 5:30pm PST but you may order online anytime.
How long does it take for me to receive a package once it has shipped? Packages may take as short as 1 days or as long as a few weeks. Please refer to your chosen shipping method in the table below. Next day services are available to most areas for any "hair emergency" situation. Shipping Times:
If your international shipment appears to be late, please check with your local customs office. Customs, duties, and other fees. We try to do our best for our international friends. We ship with no markup. However, you may encounter fees from the shipping agent you select because of "Entrance Fees" and "Brokerage Fees." We have no control over these fees and they will change from country to country. If you are concerned about any additional fees, please check with your local customs office and your selected shipping courier. Fees incurred are the customer's responsibility. If you refuse your shipment or if your package was not claimed for any reason, your shipping fees cannot be refunded. Note: We have gotten a bit of feedback from customers saying that USPS was not as expensive as UPS, if there was an additional expense at all.
This is particularly true with our Canadian clients. Doctored Locks is not responsible for any tariff, duty, customs or brokerage fee, or any other cost levied against packages while in transit. I think my package may be lost. What should I do? Lost packages are not common, but they do happen. If you believe that your package has become lost please follow these steps: 1. Check your order status on the website. Why do aerosols and compressed products need to be shipped by ground? Aerosol and compressed styling products may only be shipped via ground methods due to shipping regulations by our shipping companies. Can I cancel or change my order? If you would like to cancel or change an order, contact us at 509-326-7100 as soon as possible. Returns & Exchanges Creating a return or an exchnage request is easy. 1. Select "Orders History" from your cart menu. -----Note: You must be logged into your account. 2. Search for the order you would like to create a return for. 3. Click on it's number or status and the Order details page will open. 4. Scroll down to the Create return request form. -----Note: The return request form is only available for orders that are not beyond the return time limit. The return limit is 30 days on items that are eligible for return. Please note that custom orders and sale items are not eligible for return. 5. Select your items, return quantity and select your return reason. 6. Select the action that you would like the store administration to do for you. 7. Leave your comments (optional). 8. Click Create. Your return request will be reviewed by the administration and more speicific return information will be sent to you. How long will it take for an exchange? After we receive your items we do everything possible to make sure your return is handled quickly. You should expect about 3 business days to process the exchange before your new shipment is sent. Backordered Items In the unlikely event of a backorder - If your backordered items total less than $10: We will call you upon receiving your order (see scheduled download times). If we do not reach you by phone, we will email you the same day. We will provide you with details of the closest items to those that which are out of stock for possible substitutions. In the event that we cannot reach you or that we do not receive correspondence from you, your selected items that are in stock will ship out the next business day. If your backordered items total more than $10: We will call you upon receiving your order (see scheduled download times). If we do not reach you, we will email you the same day. We will provide you with details of the closest items to those that which are out of stock for possible substitutions. We will provide you with an estimated restock date of your items at that time as well. Orders are held with pending backordered items will be shipped without backordered items after 7 calendar days unless other arrangements have been made. Products & Results We make no promises or implications for any product's use nor its end results. In the event that you are unsatisfied with any product for any reason, please refer to our returns/exchange procedures. Do you wholesale? Yes, we do offer a reseller program. |
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