- Customer Service & FAQs
Customer Service & FAQs
Table of Contents:
- Coupon Codes
- Domestic Shipping
- International Customer Information
- Refunds, Returns, and Exchanges
- Vendor Information
1.1 - 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.
1.2 - 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. CurlMart only accepts one (1) coupon per order.
CurlMart cannot offer discounts on CURLS, Curly Q's, It's A Curl, DevaCurl, Kinky-Curly, Miss Jessie's, Mixed Chicks, SheaMoisture, The Curly Tee Towel, Uncle Funky's Daughter, sale items, or Curly Cocktails that are already discounted.
1.3 - How can I find the latest coupon codes?
Signing up for our emails is the best way to stay up-to-date on CurlMart's coupon codes and upcoming sales.
2.1 - What is CurlMart2Go?
CurlMart2Go is a no-charge pick-up option for those placing orders locally. Our offices are located at 6604 North Lamar Blvd., Austin, TX 78752. We are located in the Violet Crown shopping center on the northwest corner of the intersection of Brentwood and Lamar.
2.2 - Why can't I select CurlMart2Go as a shipping option?
CurlMart2Go is available based on the zip code of your shipping address. We have attempted to build an exhaustive list of the zip codes around the greater Austin metroplex, but if you are a resident of Austin and cannot access CurlMart2Go, please email us.
3.1 - What domestic shipping options do you offer?
We offer UPS options to the continental 48, and USPS Priority Mail to Alaska, Hawaii, and other US Territories and holdings.
3.2 - 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.
3 Day Select: By end of day, three business days after shipment is processed.
Please note that UPS does not deliver on weekends, even for expedited orders.
For UPS Ground, the following estimates apply, but are not guaranteed.
3.3 - Does NaturallyCurly ship to APO/FPO/DPO addresses?
We offer flat-rate shipping to APO/FPO/DPO addresses. When placing your order, please enter your address using AE/AP as the state and United States as the country to avoid being charged for international shipping.
3.4 - 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.
3.5 - I'm ordering in the U.S. Why am I not getting any shipping options?
We cannot ship to PO Boxes in the continental 48, and our cart will not accept orders with the word box in the shipping address. If the address you wish to ship to must contain the world box (e.g. a student mailbox at a university) please use the abbreviation bx. If you continue to have difficulties ordering, please send us an email with a brief synopsis of the issue at hand, a list of the products you wished to order, and your shipping address, and we will mock the order up for troubleshooting.
3.6 - 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.
3.7 - 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.
4.1 - How long does it normally take for to process an order?
We are open 8 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.
4.2 - What if I want my order sooner?
If your order is placed by 2 p.m. Central Time on a weekday, and you select an expedited shipping option (UPS Next Day Air, 2nd Day Air, 3 Day Select, and Worldwide Expedited), we will pack and ship it the same day.
4.3 - Can you change my order after it has been placed?
We cannot change orders after they have been placed. If you have decided you ordered the wrong product, please email us so that we can cancel the order and process a refund. Orders may not be cancelled after they have been shipped.
4.4 - What is the status of my order?
Your order history and status may be checked by logging in to your account on CurlMart.com. Clicking on My Profile will take you to the profile page, where you can edit your password and review your order history.
International Customer Information
5.1 - I live in __________, can I buy from CurlMart?
We ship to over 240 countries, and 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).
PLEASE NOTE - UNTIL FURTHER NOTICE, CURLMART CANNOT SHIP TO CUSTOMERS LIVING IN SPAIN. SPAIN HAS PLACED A RESTRICTION ON HAIRCARE PRODUCTS GOING INTO THE COUNTRY.
5.2 - What international shipping options do you offer?
We offer USPS Priority International and UPS Worldwide Expedited shipping. Our Canadian customers may choose from UPS Standard shipping, as well.
5.3 - I've already paid shipping charges to CurlMart; why is my carrier asking for more money?
The shipping charges paid to CurlMart at the time of order only cover physically getting the package to its destination. Requests for additional money will likely be 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 CurlMart.
5.4 - What are brokerage fees?
Brokerage fees are a non-refusable fee paid to your carrier to facilitate the customs process. For USPS Priority Mail, this is often a low flat fee that will not change based on the value of your merchandise. UPS' brokerage fees are usually higher and are based on the value of the merchandise in the shipment. The tradeoff is that packages sent via UPS often clear customs faster. When shipping to Canada, UPS Worldwide Expedited service includes brokerage fees in the price paid to CurlMart, but does not include duties or taxes due.
5.5 - Why do I owe taxes on my order?
Most countries will charge tax on goods purchased from the US, but some countries will exempt orders below a certain dollar value. Please check your country's import laws before ordering from CurlMart.
5.6 - I'm ordering from outside the US. Why aren't I getting 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. All ORM-D items will be clearly marked as such in their product descriptions.
5.7 - I have not yet received my USPS shipment, and the tracking information has not been updated in a while. What happens now?
USPS does not provide true tracking information for their shipments, instead offering only delivery confirmation. This has led to a number of instances where packages did not look like they were making progress, but were delivered correctly after a period of inactivity. We cannot file claims on, or reship, USPS shipments for at least one month after the date of last activity. Any refunds given on processed USPS shipments will be for product only.
6.1 - I can't find the answer to my question here. What should I do?
Send us an email at firstname.lastname@example.org. CurlMart Customer Service hours are 8 a.m.-5 p.m. CT, Monday-Friday (except U.S. holidays).
6.2 - May I request 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.
6.3 - Do you offer Gift Certificates?
Yes. CurlMart does offer Gift Certificates.
6.4 - I live in Texas, why am I being charged sales tax on my order?
Our offices are located in Texas. We must assess sales tax on any in-state orders.
6.5 - How does CurlMart 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, Inc. and CurlMart.com, Inc. 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.
6.6 - Why doesn't my product look like the photo on CurlMart?
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.
7.1 - What payment options does CurlMart accept?
- American Express
- Money Order
- Personal Check -- Note: If paying by money order or check (regular or echeck), your order will not be shipped until after the funds for your order have cleared the bank. We do not make any guarantees regarding product availability or same-day service for orders paid by check or money order. In the event a product for your order goes out-of-stock before your order has shipped, we reserve the right to hold your order until it can be completed in one shipment. Adding a second form of payment will lessen the time it takes for an echeck to clear.
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.
7.2 - 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 CurlMart's 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 Curly Cocktails, sets, kits, sale items, consumables, brushes, towels, and hair accessories. All other items will be evaluated on an individual basis. Products damaged in transit back to CurlMart may not qualify for a refund.
Please note that refunds will be provided for the cost of the product only.
Within 7 days of receiving your order, carefully pack any items to be returned and ship them to:
Attn: Returns Dept.
6604 N. Lamar Blvd.
Austin, TX 78752
Refunds are usually processed within 3-5 business days of the product arriving at our warehouse.
8.2 - Can I exchange a product?
CurlMart does not accept products for exchange.
8.3 - My order has been shipped, but I don't want it anymore. Can you call it back and 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.
9.1 - How can I sell my products through CurlMart?
If you would like to sell your products through CurlMart, we want to hear from you! Please complete the contact page here, listing the department as "CurlMart Vendors."
9.2 - Do you offer products for wholesale?
CurlMart does not operate as a distributor or wholesaler. We cannot knowingly sell product to anyone except the end consumer.
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