Customer Service

We at Professional Hair Tools feel that customer service is the most important aspect of our business, and we want to be there whenever you need us. If you need assistance with any of the products and services found on our website, our customer care professionals are here to help. We're happy to assist you 24 hours a day, 7 days a week. Please feel free to contact us regarding any matter using one of the options listed below as we want to hear from you. Thanks for shopping with professionalhairtools.com.

How do I place an order online?: Ordering is easy and convenient! Simply select your favorite items, add them to your shopping cart and click "check out" for your order total. Once you have entered your shipping address, the shipping total will appear to the right of the "payment options" screen.
Can I place orders by phone?: At this time we cannot accept orders over the phone directly however we can walk you through the steps at our online shop. We hope to have phone ordering available in the next couple months.
Can you put a "rush" on my order?: If you need your items before the normal processing and shipping time, please email customer service at customercare@professionalhairtools.com during regular business hours Monday through Friday 8AM to 8PM EST. We will do everything we can to accommodate your request.
What are my payment options?: Orders can be placed online using Visa, MasterCard, American Express, Discover Cards or Paypal.
Do you charge sales tax?: Sales tax will only be assessed for orders that are shipped within the Province of BC (6%).
Do you have a minimum-order requirement?: Professional Hair Tools has no minimum-order requirement for any products.
How do I check the status of my order?: You have several options for tracking your order:
Track directly from our Web site from your account

Track from the UPS Web site with your UPS tracking number, which we will email you when your order has shipped from our location.
If your order is shipped directly from one of our vendors, please contact our customer-care department at customercare@professionalhairtools.com for tracking information
Will I get an email confirmation after I place my order?: Yes, you will immediately receive an email confirmation of your order.
How do I make changes or cancel my order?: You may make changes or cancel your order as long as the order has not been processed or personalized. We strongly suggest you speak with a customer-care representative as soon as possible with changes or cancellations so we can accommodate your request without any additional charges.
What is your return and exchange policy?: We pride ourselves on carrying high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items meet your expectations. If, for some reason, you are not satisfied with your purchase, please contact our customer-care consultants at customercare@professionalhairtools.com for a return authorization within 30 days of receipt. Please note, your return authorization number will expire 30 days after issuance. Please follow these easy steps.

Step 1
Enter the RAN in the appropriate space provided on the return label which is part of the packing slip you received with your shipment.

Step 2
Affix the Return Label to the original shipping box. Make sure items are in their original packaging, and are appropriately secured within the shipping box. We cannot accept items for return or exchange that are not in resalable condition.

PLEASE TAKE NOTE: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost return packages and nonreturnable items returned to us will not be shipped back to the sender nor credited to their account. We do strongly recommend that you use a shipper with a traceable shipping method as we cannot be responsible for damaged or lost return packages.
How long before I receive my refund?: After we receive your package and inspect the items, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.
Can I return consumable items such as lotions?: Due to the nature of these items (i.e. they cannot be resold,) consumable items are non-returnable and non-refundable.
Do you charge restocking fees?: Orders returned within 30 days of receipt will not be charged a restocking fee. Items received after 30 days may be subject to a restocking fee.
What if I received my order, but some items are damaged?: Please inspect all items carefully when you receive your order. If there's any damage, please email our customer-care department at customercare@professionalhairtools.com at your earliest convenience, but no later than 7 days after the package was delivered. A customer-care specialist will help you file a claim with UPS.
When will my order ship?: Our shipping model is easy to understand! Processing time (pulling and packaging your order; personalizing if requested) plus shipping time equals delivery time. Each order is processed within three-to-five business days. If an item requires personalization, production time could take up to 10 business days, depending on the item. Our "item details" provide additional information on production, so be sure to check before ordering.

To offer you the widest selection of high-quality and unique products, we use additional vendors for some of the items on our Web site. Because shipping may vary depending on the vendor, please see "item details" for production times. Please note that, in some cases, you may receive multiple packages.
Do you ship to Post Office Boxes?: Unfortunately, we cannot ship to PO Boxes. We ship UPS and are required to have a physical address for delivery.
Do you ship to APO/FPO addresses?: Yes. However, we do not guarantee delivery times on these orders.
Do you ship to Canada?: Yes We ship to Canada.
Do you ship internationally?: Professional Hair Tools is a Canada-based company, we are currently able to ship orders to the following countries only:
Australia, Finland, Japan, Singapore, Austria, France, Luxembourg, Sweden, Belgium, Germany, Switzerland, United States, Hong Kong, Netherlands, United Kingdom, China, Ireland, New Zealand, United States, Denmark, Italy, Norway. Some of these countries may have a shipping surcharge.

International orders are normally shipped via UPS Worldwide Express. Transit time varies from country to country, typically within 2 - 6 working days.

You may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from Professional Hair Tools, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
How is shipping calculated?: Shipping is calculated during checkout and is based on the weight of the items you selected and the shipping destination..
What are your shipping options?: We work with UPS and offer regular ground shipping, 3-day guaranteed delivery, 2-day guaranteed delivery and overnight delivery. Please keep in mind that any shipping option other than regular ground shipping incurs a premium shipping fee.
Will the items on my order ship together or separately?: In order to offer our customers the widest and most unique selection, some items may ship separately. You will not be billed for each shipment – only one shipping charge will be added.
Do you have a printed catalog?: Unfortunately, we do not offer a printed catalog. You can view our entire collection online.
Do you have an affiliate marketing program?: Yes, we do offer an affiliate program. For details, please visit our Professional Hair Tool Affiliate Program page.
What is your contact information for the press?: All press inquires should be emailed or addressed to the following address: marketing@professionalhairtools.com
I am a vendor. How do I submit my products for consideration?: In our quest for unique products we welcome vendor enquiries. Please email us at marketing@professionalhairtools.com
Where can I read feedback from your customers?: If you'd like to know what our customers say about us, please visit our testimonials page.
Are online transactions on your site secure?: All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. We offer up to a $10,000 coverage policy in the event a breech happens.
How do you use my contact information?: We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we need to give you an order update. Rest assured, we never rent or sell your contact information to anybody, for anything. Read our Privacy & Security Policy
How to Contact Us: E-mail:E-mail us at customercare@professionalhairtools.com to ask a question, make a suggestion or get any assistance you may need. Most e-mails are answered within 24 hours. Please note that weekend e-mail responses may be delayed. We have translators on hand so please feel free to write in your most comfortable native language.; Live Chat: Chat with us live by clicking on the "Live Chat" button in the top right corner of this page. Live chat is also available Monday through Friday 8AM to 8PM EST.; Mail:
Attn: Customer Service Manager
Professional Hair Tools
# 30035 Saanich Center P.O .
Victoria BC
V8X 5E1, CANADA

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