- Customer Service & FAQs
Customer Service & FAQs
How Do I Use A Coupon Code?
The coupon code field is found on our cart page, to the left of the check out button. Please enter your coupon code and hit "Apply Changes" before proceeding.
Why Isn't My Coupon Working?
Coupon codes are valid for a set period of time only, and must be entered on the cart page while you check out. NaturallyCurly only accepts one (1) coupon per order.
NaturallyCurly cannot offer discounts on CURLS, Curly Q's, It's A Curl, DevaCurl, Kinky-Curly, Miss Jessie's, Mixed Chicks, Uncle Funky's Daughter, sale items, or items already discounted.
How Can I Find The Latest Coupon Codes?
Signing up for our emails is the best way to stay up-to-date on our coupon codes and upcoming sales.
What Domestic Shipping Options Do You Offer?
We offer UPS shipping options to the continental 48, Alaska, Hawaii, and other US Territories and holdings.
How Long Will It Take For My Order To Arrive?
Expedited orders will arrive:
Next Day Air: By end of day, next business day after shipment is processed. 2nd Day Air: By end of day, two business days after shipment is processed. Please note that UPS does not deliver on weekends, even for expedited orders.
Does NaturallyCurly Ship To APO/FPO/DPO Addresses?
No, we currently only ship via UPS, which does not ship to military addresses.
How Much Will It Cost To Ship My Order?
If you would like to check shipping cost before placing an order, please put all the desired products into your cart, go to the cart page, and scroll down. Clicking the text that reads "estimate shipping cost" will bring up a box that will allow you to preview the shipping options and shipping costs for your order. We cannot offer personalized shipping quotes via email or over the phone.
Can You Change The Address On My Order After It's Been Shipped?
UPS charges a fee of $11 to change the address on an order after it has been shipped. We're happy to work with you to ensure your order is delivered to the correct address, but we must ask that any additional charges incurred are borne by the customer requesting the change. The best way to avoid additional charges is to check your order's shipping address as it's placed, and again on the confirmation email we send. If you notice a problem with the address, send us an email promptly, and we'll try to make any changes before the package is shipped.
I Haven't Received My Package, But UPS Says It Was Delivered. What Happens Now?
The first step is to search around your home and check with your neighbors to ensure your order wasn't mis-delivered. If, after searching the property, your package cannot be located, we will open a tracer with UPS. Tracers can take up to 8 business days to be completed, and we cannot issue a reship or refund until the process is complete.
How Long Does It Normally Take For To Process An Order? We are open 9 a.m.-5 p.m. Central Time, Monday-Friday, and usually process orders within 2 business days. Please note that this does not represent a guarantee and that fulfillment may take longer after sales and around holidays.
Can You Change My Order After It Has Been Placed?
We cannot make changes to orders after they have been placed. Orders automatically transmit to our warehouse. If you have to cancel, please email us and we will attempt to cancel the order prior to shipping and process a refund. Orders may not be cancelled after they have been shipped.
What Is The Status Of My Order?
Your order history and status may be checked by logging in to your account on SHOP NaturallyCurly. Clicking on My Profile will take you to the profile page, where you can edit your password and review your order history. If you checked out as a guest and do not have an account, all shipping confirmation emails will provide tracking information.
International Customer Information I Live In __________, Can I Buy From SHOP NaturallyCurly?
We ship to over 240 countries via UPS, and we accept most major forms of payment, so it's generally safe to assume that we will be able to ship an order to you. However, we are unable to ship to any country that is currently subject to or engaged in a trade embargo against the United States (e.g. Cuba). Spain has also restricted hair care products from going into the country.
What International Shipping Options Do You Offer?
We offer UPS Worldwide Expedited shipping.
I've Already Paid Shipping Charges, Why Is My Carrier Asking For More Money?
The shipping charges paid to SHOP NaturallyCurly at the time of order only cover getting the package to its destination. Requests for additional money are a result of brokerage fees, import, sales, or Value-Added (VAT) taxes charged to the importer of record. We assume no responsibility for payment of any fees, duty, or tax obligations incurred by ordering goods from SHOP NaturallyCurly.
I'm Ordering From Outside The US. Why Aren't There Any Shipping Options?
Some of our products are considered ORM-D "Consumer Commodity" hazardous materials by the U.S. Department of Transportation. These items, though safe for personal use, may be flammable, and as such cannot be shipped internationally. These products will prevent shipping options from being displayed if they are in your cart.
May I Request Specific Samples?
No, you can't select specific samples. Each order will contain samples based on availability. We cannot guarantee that every order will contain them, nor can we guarantee a specific sample will be available. Samples are offered while supplies last.
Do You Offer Gift Certificates?
Yes. We do offer Gift Certificates. Get one here.
I Live In Texas, Why Am I Being Charged Sales Tax On My Order?
Our corporate office is located in Texas. We must assess sales tax on any in-state orders.
How Does SHOP NaturallyCurly Keep My Personal Information Safe? Our servers use Secure Sockets Layer (SSL) encryption to keep your online order information safe. SSL technology encrypts your credit card number, order information, and personal information before transmission to protect it from being decoded by anyone other than TextureMedia LLC. and shop.naturallycurly.com. Our site also displays the GeoTrust seal, which indicates that our site has been authenticated by GeoTrust and that confidential transactions with our site are secured by SSL encryption.
Why Doesn't My Product Look Like The Photo On SHOP NaturallyCurly? Occasionally, vendors change their packaging and new units are shipped out before the photo is updated. Pumps are provided at the discretion of the vendor and are not guaranteed to be included with the product.
What Payment Options Does SHOP NaturallyCurly Accept?
We do not accept international checks or CODs.
For your security, your billing name and address must match the address of record on your credit card. CurlMart reserves the right to cancel any order that does not meet this criterion.
Why Am I Getting A Duplicate ID Error?
Seeing this error means that payment has already been accepted on your order. It's in place to ensure that we don't collect multiple payments for one order.
Refunds, Returns, And Exchanges
8.1 - What Is Your Return Policy?
CurlMart accepts returns on unused product only. If applicable, the original manufacturer's seal should be present on the product. We do not offer refunds on sale items, consumables, brushes, towels, and hair accessories. All other items will be evaluated on an individual basis. Products damaged in transit back to us may not qualify for a refund.
Please note that refunds will be provided for the cost of the product only. Refunds are usually processed within 3-5 business days after receiving your return.
Within 7 days of receiving your order, ship returns to:
NaturallyCurly Returns Dept. 6604 N. Lamar Blvd. Austin, TX 78752
Can I Exchange A Product?
Sorry, we do not offer exchanges.
My Order Has Been Shipped, But I Don't Want It Anymore. Can You Refund Me?
We cannot recall packages after they have been shipped from our warehouse, and we must treat all shipped orders as returns. Please note that once your order has left our warehouse, shipping charges are non-refundable.
Do You Offer Products For Wholesale?
NaturallyCurly does not operate as a distributor or wholesaler. We cannot knowingly sell product to anyone except the end consumer.
I Can't Find The Answer To My Question Here. What Should I Do?
Send us an email at email@example.com. Customer Service hours are 9 a.m.-5 p.m. CT, Monday-Friday (closed U.S. holidays).
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