FAQ
Account
HOW DO I CREATE AN ACCOUNT ?
HOW DO I CREATE AN ACCOUNT ?
On the top right hand corner, click on the “My Account” button. Once the page comes up, you can register using your email address and create a password.
WHAT BENEFITS DO I RECEIVE WHEN I CREATE AN ACCOUNT?
WHAT BENEFITS DO I RECEIVE WHEN I CREATE AN ACCOUNT?
By creating an account, you are able to see the latest information on your orders, build up reward points (coming soon) and build your own personal wish list.
WHY AM I NOT RECEIVING E-MAILS FROM SA?
WHY AM I NOT RECEIVING E-MAILS FROM SA?
You may not be receiving our e-mails for a couple of reasons. Please:
(1) Make sure the email address provided is correct and up-to-date. It could be that the emails are being sent to the wrong address.
(2) Check your junk/spam folder for emails from us. Make sure to add us to your contacts to ensure that the emails come directly to your inbox.
If you have done the two steps above and you still are not receiving information from us, please contact our Customer Service Department at cs@straightaheadbeauty.com to assist you with this issue.
HOW DO I ACCESS MY ACCOUNT?
HOW DO I ACCESS MY ACCOUNT?
Click on the “My Account” button in the top right hand corner or on the “My Account” link under Customer Service. If you are a new customer, please fill out the “Register” section. If you already have an account, fill in your email and password and select the login button.
I FORGOT MY PASSWORD, HOW DO I RETRIEVE IT?
I FORGOT MY PASSWORD, HOW DO I RETRIEVE IT?
To retrieve your password, click on the “Forgotten Password” button to enter your email address. Your password will be emailed to you.
HOW DO I UPDATE MY ACCOUNT?
HOW DO I UPDATE MY ACCOUNT?
You can change your account details at any time using the ‘My Account’ link that is in the top right hand corner of the page and under Customer Service. Once you’re logged in you can update your information. Just click the ‘Edit’ or ‘Edit/Add’ buttons under each section of your account to change the details. Once you’ve updated them, remember to click ‘Save’.
PLEASE NOTE: Any changes you make to your account will not affect the details of any orders you’ve already placed. It’s worth checking your account every once in a while just to make sure we have the right details for you.
HOW DO I KNOW THAT MY INFORMATION IS SECURE?
HOW DO I KNOW THAT MY INFORMATION IS SECURE?
We believe in our customer’s right to privacy. All of our customer information is protected by SSL. This prevents your personal information from being obtained by an unauthorized third party. In using this process we are securing valuable information and frequently reviewing online interactions for fraud prevention purposes.
Ordering
CAN I CANCEL / CHANGE MY ORDER AFTER I’VE PLACED IT?
CAN I CANCEL / CHANGE MY ORDER AFTER I’VE PLACED IT?
Orders can be cancelled until they ship. Email cs@straightaheadbeauty.com with your order number as soon as possible; once an order has shipped it can't be cancelled, but you can return it under our return policy.
WHEN DO I NEED TO ORDER BY FOR DELIVERY BEFORE CHRISTMAS?
WHEN DO I NEED TO ORDER BY FOR DELIVERY BEFORE CHRISTMAS?
Holiday shipping cut-off dates are announced on our site each season.
I’M MISSING AN ITEM FROM MY ORDER, WHAT DO I DO?
I’M MISSING AN ITEM FROM MY ORDER, WHAT DO I DO?
We apologize for the mishap. If you are missing an item from your order, please email us at cs@straightaheadbeauty.com as soon as possible and a Customer Care Specialist will help resolve this issue.
HOW DO I KNOW IF MY ORDER IS COMPLETE?
HOW DO I KNOW IF MY ORDER IS COMPLETE?
Once you have completed your order, it will lead you to an Order Confirmation page where all information regarding your order is explained. A copy of your order will also be sent via email.
WHAT IF I WANT TO RETURN OR CANCEL MY ORDER THAT GOT LOST OR DIDN’T ARRIVE ON TIME?
WHAT IF I WANT TO RETURN OR CANCEL MY ORDER THAT GOT LOST OR DIDN’T ARRIVE ON TIME?
Please email our Customer Care Specialist at cs@straightaheadbeauty.com soon as possible to help resolve this issue.
WHERE IS MY ORDER CONFIRMATION?
WHERE IS MY ORDER CONFIRMATION?
Your order confirmation will be sent directly to the email address on file.
HOW DO I KNOW THAT MY INFORMATION IS SECURE?
HOW DO I KNOW THAT MY INFORMATION IS SECURE?
We believe in our customer’s right to privacy. All of our customer information is protected by SSL. This prevents your personal information from being obtained by an unauthorized third party. In using this process we are securing valuable information and frequently reviewing online interactions for fraud prevention purposes.
Payment
HOW CAN I PAY FOR MY ORDER?
HOW CAN I PAY FOR MY ORDER?
For online orders, customers can pay with a debit/credit card or through a PayPal account.
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, Discover, PayPal and Shop Pay. Eligible orders can be split into interest-free installments with Shop Pay Installments, subject to approval.
Returns/Exchanges
CAN I RETURN AN ITEM? IS THERE A RESTOCKING FEE FOR RETURNS OR EXCHANGES?
CAN I RETURN AN ITEM? IS THERE A RESTOCKING FEE FOR RETURNS OR EXCHANGES?
Yes. Products purchased directly from www.straightaheadbeauty.com can be returned within 30 days of the delivery date for a full refund. Refunds are for unused, unopened items in their original packaging, and there is no restocking fee. Return shipping is paid by the customer. Hair care products (shampoo, conditioner, masks, serums and similar) are final sale and can't be returned. Exchanges are available only as part of a warranty claim on a hair tool.
DISCLAIMER: If your purchase was made anywhere other than www.straightaheadbeauty.com you can not get a refund or an exchange. Independent Retailers have their own Return and Exchange Policies.
Shipping
WHEN WILL MY ORDER SHIP?
WHEN WILL MY ORDER SHIP?
Orders received before 3 PM ET will ship out the same business day. Order received after 3 PM ET will ship out the following business day.
WHAT DAYS/HOLIDAYS DO YOU NOT SHIP?
WHAT DAYS/HOLIDAYS DO YOU NOT SHIP?
We do not ship on the weekends, or any special holidays.
HOW DO YOU SEND YOUR PACKAGES?
HOW DO YOU SEND YOUR PACKAGES?
We send our packages with the following carriers: FedEx & USPS Customers who live in apartments/suites, we suggest sending packages with signature confirmation. Additional fees may apply. Free shipping on U.S. orders of $120 or more.
WILL I HAVE TO PAY INTERNATIONAL TAXES AND DUTIES?
WILL I HAVE TO PAY INTERNATIONAL TAXES AND DUTIES?
Yes. Depending on where exactly you would like for us to ship internationally, you are responsible to pay for any extra taxes, duties and any other international fees associated to ship your desired package.
DO YOU SHIP TO P.O. BOXES, APO/FPO OR U.S. TERRITORIES?
DO YOU SHIP TO P.O. BOXES, APO/FPO OR U.S. TERRITORIES?
P.O. Box & U.S. Territories, Yes, but with USPS.
APO/FPO, No
Accordion itemI WASN’T HOME TO SIGN FOR MY PACKAGE & NOW IT IS UNCLAIMED & BEING SENT BACK TO STRAIGHT AHEAD BEAUTY. CAN I GET MY PACKAGE RESENT?
Accordion itemI WASN’T HOME TO SIGN FOR MY PACKAGE & NOW IT IS UNCLAIMED & BEING SENT BACK TO STRAIGHT AHEAD BEAUTY. CAN I GET MY PACKAGE RESENT?
Yes. Packages that have not been signed for & are now unclaimed, can be sent back to you. There will be a shipping fee to have that package resent that will need to be paid before the package can be resent.
CAN I TRACK THE DELIVERY OF MY ORDER?
CAN I TRACK THE DELIVERY OF MY ORDER?
Yes. All orders can be tracked. Once an order has been processed and has shipped, there will be an email confirmation sent with your tracking number to stay up to date with your package.
Warranty
DOES MY PRODUCT HAVE A WARRANTY?
DOES MY PRODUCT HAVE A WARRANTY?
Hair tools are covered by our Limited Lifetime Warranty wherever you bought them, including Amazon and eBay. It covers manufacturing defects for the market lifetime of the product (as long as we actively manufacture and support it). Proof of purchase and product registration are required. See our warranty policy.
HOW LONG DO I HAVE TO REGISTER FOR A WARRANTY AFTER I HAVE PURCHASED A PRODUCT?
HOW LONG DO I HAVE TO REGISTER FOR A WARRANTY AFTER I HAVE PURCHASED A PRODUCT?
You have 14 days from the date of purchase to register your product. Registration and proof of purchase are required for warranty coverage, wherever you bought your tool, including Amazon and eBay.
HOW DO I REGISTER MY PRODUCT FOR A WARRANTY?
HOW DO I REGISTER MY PRODUCT FOR A WARRANTY?
On the website click on the Limited Lifetime Warranty registration link to register your product. Fill out the form completely and select the “Submit” button to complete your request. You will receive a confirmation. Please remember you have 14 days from the date of purchase to register your product. Warranty coverage applies wherever you bought your tool; proof of purchase is required.
HOW DO I EXCHANGE MY PRODUCT UNDER MY WARRANTY?
HOW DO I EXCHANGE MY PRODUCT UNDER MY WARRANTY?
You must upload a picture of your receipt and of the tool with the cable cut, along with your payment for the shipping and handling charges (if applicable) before your claim will be processed.
If the issue arises after the first 30 days from delivery then exchanges are subject to a minor shipping & handling fee. Please fill out the warranty exchange form and submit your pictures and payment to cover shipping and handling* for the exchange. Please note – these costs are for US customers only. If you live in Hawaii, Canada, Puerto Rico or Alaska there is an additional handling fee of $19.99. For customers in Mexico, there is an additional handling fee of $29.99. If you are an international customer from any other country, please DO NOT pay using the warranty claim form and contact customer service BEFORE filing your claim.
Once we have received your claim form, shipping & handling fee if applicable and pictures, the claim will be processed by our Customer Service Department. A new tool will be sent out to you within a week with the color or pattern that is available in stock.
Exchanges after 30 days from delivery:
Exchanges after 30 days from delivery are subject to a minor shipping & handling fee. Shipping and handling fees are based on the model you are returning; the price list can be found on the Warranty Exchange page. Payment can be made online (preferred) when you complete the warranty exchange form. You can also send a money order made out to Straight Ahead Beauty, LLC. Please note that your claim will not be processed until the shipping and handling fee has been received.
Exchanges within 30 days of delivery**:
Once we receive your pictures, they will be reviewed by our Customer Service Department. We will replace your tool and you ship a new one within a week***.
International fees vary. Please contact our customer service by email for a quote: cs@straightaheadbeauty.com BEFORE filing your claim.
***If your device qualifies under warranty, it will be replaced by the same size and color. If the same color and size is no longer available, it will be replaced by one of similar size and color and will not be of lesser MSRP value. Requested substitutions will not be honored