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FAQ

CONTACTING OUR CUSTOMER SERVICE

a. How do I contact Customer Service?

Contact us by email at guestservices@cibu.haircuttery.com Monday-Friday, 9:00 AM- 5:00 PM EST. 

b. Do you charge sales tax?

Sales tax is charged for orders shipped to the following states: CT, DC, FL, IL, IN, MD, NJ, NC, PA, RI, VA, WV, WI

PLACING YOUR ORDER

a. How do I fill my shopping cart?

When you see an item you like, click on "Add to Cart" and continue shopping. When you are ready to complete your purchase, click on the Shopping Cart, located towards the top of the page. Click "Go To Checkout" to confirm your items. After you have made any changes and updated the quantities as desired, click on "Continue Checkout" to enter your shipping and billing information. Once you've filled out your billing information, click on “Continue Checkout” to confirm and place your order. Please review your order carefully before placing it. Once your order is submitted, it cannot be modified in any way. Your order can only be cancelled before it has shipped.

b. Methods of ordering

You can place an order online at www.cibuforhair.com. We do not accept orders via email, fax or postal service.

c. Will I receive an order confirmation?

An order confirmation will be sent to the email address you provided with your order. You will also receive a shipping confirmation email with tracking info once your order has shipped.

d. How do I check on the status of my order?

If you have an account, you can log into your account to check the status of your order. If you do not have an account, please email customer service to check the status of your order.

e. Maximum Purchase Policy

We regret that we must limit certain orders to no more than six of any item with a maximum purchase of $750 per customer. If you have any questions, please email us and we’ll be more than happy to assist.

PAYMENTS

a. What payment methods are accepted?

Visa, MasterCard, Discover and American Express and debit cards with a Visa or MC logo. For security purposes, the billing address must be an exact match to the address on file with your financial institution. We also accept PayPal. We regret that we cannot accept checks, money orders or prepaid debit cards.

b. Discounts - How do I redeem a promo code?

To redeem a promo code, type in your code in the Coupon Code field at the bottom of the screen, and click “Activate”. If the code is still valid, a pop-up will appear confirming the discount will be applied to your shopping cart. Please note, only one promo code can be applied per order. Promo codes are case sensitive and must be entered exactly as they appear. We regret that we cannot apply promo codes retroactively.

SHIPPING AND TRACKING

a. What shipping methods are available? 

We ship via FedEx SmartPost to the 48 contiguous United States only. Shipping times are typically 5-7 business days. We do not ship internationally.

b. How soon will my order be shipped?

All orders are processed once the credit card authorization and verification have been obtained. Orders placed after 1:30 PM EST generally ship the next business day. Orders are shipped Monday - Friday, excluding holidays. There is no weekend service.

c. Free standard shipping with $50 purchase

Free standard shipping via FedEx SmartPost will automatically be applied at checkout if the order's sub-total is $50 or greater. The applicable purchase amount does not include shipping, handling, or sales tax. Orders with a sub-total less than $50 are charged a flat shipping rate of $7.95 and will be shipped via FedEx SmartPost as well. 

d. Can I track my package?

You can track your order online at www.fedex.com/tracking with the tracking number provided in your shipping confirmation email. You can also log into your Cibu for Hair account to access your order’s tracking information.

RETURNS/EXCHANGES/MODIFICATIONS 

a. Can I modify my submitted order?

We are unable to modify orders that have already been submitted. We cannot add items, change items or change shipping addresses once orders have been submitted. If you’ve placed an order and realized something is incorrect, please contact us immediately to cancel the order and you will be asked to place a new order; orders that have entered the shipping process cannot be cancelled.

b. How do I cancel my order?

We can only cancel orders that have NOT entered the shipping process. To cancel your order, please email guestservices@cibu.haircuttery.com. If an order has entered the shipping process, it cannot be cancelled.

RETURN POLICY 

a. How long do you accept returns?

If for any reason you are not completely happy with your Cibu for Hair online purchase, please email guestservices@cibu.haircuttery.com or click the return link in your order confirmation email within 30 days of purchase.

b. What if I received a damaged or incorrect item?

Once you receive your order from Cibu for Hair, please open the box(es) and inspect your order even if you don’t intend to use the supplies immediately. If any items are missing from your order, have shipped incorrectly or have arrived damaged, please contact our customer service so we can resolve the issue.

c. Non-returnable items

Brushes, combs and OPI nail polishes are non-returnable. Some clearance and closeout items may also be non-returnable; if an item is non-returnable, it will be specified in the item description.

d. Can I return an online order to the salon?

No, online orders cannot be returned to salons.

e. What happens to my reward points if I return a product?

If any part of your order is refunded, then the reward points associated with those items will be deducted from your account's total rewards points.

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