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Customer Service

How can I trust this online store?

We have heard some horror stories about other online stores never fulfilling orders for their clients - we have a 100% Satisfaction Guarantee - this means everything to us, it is our word to you that we handle each order as if it were to one of our family members. you can feel safe about every penny you spend on our site - feel free to email us directly at magda@salonhive.com or suavek@salonhive.com and receive a response right away.

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 the moment we do not offer phone services for orders. But email us and we will return your inquiry promptly.

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@salonhive.com during regular business hours Monday through Friday 9AM to 5PM PST. 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 Cards or Paypal. 

NOTE: on some occasions our credit card processor may charge a small additional fee for US credit cards, this is an amount we will not refund.

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?

Salon Hive has no minimum-order requirement for any products.

How can i save on my purchase?

free $10 Gift Certificate or $10 Refund.

All you have to do is submit a review of an item that you purchased. 
The review can not contain any foul language, it should be a review about a product you purchased or used. 
Each review has to be specific to an item that is in our store. 
Once your review is submitted it is then put in process to be approved. We approve reviews that are sincere and real, we do not tolerate spam.
Review link can be found on the page of the product you purchased just above the price quote. 
Include your email information in the review under the "NICKNAME" entry box (we will delete this value upon review approval)

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@salonhive.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 contact a customer-care representative, at customercare@salonhive.com, as soon as possible with changes or cancellations so we can accommodate your request without any additional charges.

Return Guarantee and Exchanges

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@salonhive.com for a return authorization within 30 days of receipt. Please note, your return authorization number will expire 30 days after issuance. 
Special Holiday Return and Exchange Policy
Any items purchased before Dec 24 will be eligible for a full refund or exchange until Jan 31st, we will be quite open to possible later returns as we know there are some that take holidays during that time.
Refunds can only be sent directly to the original purchaser.

Due to health regulations we can not accept returns on hair extensions. 
Our Remy hair extensions come in a clear package and are tied with a gold twist tie, once this tie is removed we can not accept any returns. If you purchase these extensions and the color does not match please do not remove the gold twist tie - only then can we accept a return or exchange. 
Please follow these easy steps for all other returns.

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. (not all items come with this so please be sure to contact customercare@salonhive.com for details) 

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@salonhive.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.

Shipping

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?PO Boxes are possible, but only with USPS and no tracking is provided. We ship UPS/FEDEX 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?

We are currently able to ship orders to the following countries only: 
Canada and United States 

International orders are normally shipped via USPS/UPS Worldwide Express. Transit time varies from country to country, typically within 5 - 11 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 Salon Hive, 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
Please keep in mind that any shipping option other than regular ground shipping incurs a premium shipping fee, this applies to 3-day guaranteed delivery, 2-day guaranteed delivery and overnight delivery.

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.

FAQ's

Do you have a printed catalog?

Unfortunately, we do not offer a printed catalog. You can view our entire collection online.

What is your contact information for the press?

All press inquires should be emailed or addressed to the following address: marketing@salonhive.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@salonhive.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.

Privacy and Security Policy

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. In addition, our site is tested and certified daily to pass the Mcafee Security Scan. Research indicates that sites remotely scanned for known vulnerabilities on a daily basis, such as those earning Mcafee certification, prevent over 99% of hacker crime.

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

Contact Us

If you have any questions and would like to speak with a customer-care representative, you can contact us by: 

How to Contact Us

E-mail: E-mail us at customercare@salonhive.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.

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