FREQUENTLY ASKED QUESTIONS

ORDERING

  1. Is ordering online secure?

    Our website uses a Secure Sockets Layer (SSL) to encrypt your personal credit information, including your credit card number, before it travels over the Internet. SSL technology is the industry standard for secure online transactions. Because we use SSL, placing an order online at our website is just as safe as giving your credit card number over the phone. Our security measures are designed to prevent anyone from stealing and using your credit card number.

  2. How do I place an order?

    There are several ways to shop on Cosmoprofsalon+spa.com. You can use the top or left navigation bars to shop by category. Or, use the top search box to find exactly what you're looking for. When you find an item you like, click on it to get more information, including features and shipping information. When you see an item you'd like to purchase simply Click "Add to Cart" on the item you wish to purchase. This puts the item in your shopping cart. Clicking on the view items section in the checkout box on the upper right corner will allow you'to view the items you've added to your cart. When you are ready to place an order, click checkout in the checkout box in upper right corner. You will be taken to the Begin Checkout page. Note about the Shopping Cart: Carefully review your order on the Shopping Bag page. Here you can remove items from your cart by clicking "remove item". Then if you are satisfied with your order, click "Proceed to Checkout". You are now on your way to completing your purchase.

    Out of stock during checkout

    On rare occasions, after you click "Proceed to Checkout," an item in your cart may actually be out of stock. This happens either if inventory for that item was very low when you began to shop, and a customer or customers ahead of you in Checkout bought the item first, or if the item was a best seller and demand for it quickly exceeded our inventory. If an item is out of stock after your order is placed you will be notified by email.

  3. How do I find what I am looking for?

    Using Cosmoprofsalon+spa.com. Search will assist you in finding what you're looking for. Simply enter a few words into the Search box in the top right corner of any page, next to the word, "Search." You can search within a specific department by using the product drop-down menu or within the Search box. You can enter one or more keywords using any combination of product brand name, product name, type of product or item number. The more keywords you enter, the narrower your search results will be.

  4. Order Cancellation Policy

    Your order begins processing immediately after you click "Place Your Order" on the "Confirm and Submit" page. During processing time it may be possible to cancel your order, but once the order moves into the shipping process, it cannot be canceled. To determine if an order can be canceled please contact customer service.

  5. Which methods of payment do you accept?

    All pricing is listed in U.S. dollars and we accept the following methods of payment:
    • American Express
    • Discover / Diners Club
    • Master Card
    • Visa

    When You Will Be Charged:

    Payment by credit, debit or check card: The payment amount is authorized and held by your financial institution at the time you place your order. Your account is actually charged when your order ships. Please note: Authorized and held amounts will not be available for other purchases. If an order is canceled, the authorization hold will expire in accordance with the terms of your bank or financial institution. Your credit card will only be charged once your order ships. If your card is Issued by a non-U.S. Bank Credit and debit cards issued by banks outside of the U.S. are a valid form of payment on Cosmoprofsalon+equipment.com. These cards are subject to the same security checks as cards issued by banks in the U.S. The security checks are intended to ensure the safety and security of your financial information and prevent unauthorized use of your credit or debit card. If we are unable to verify payment, we will cancel your order and send you notification by email that the order could not be completed. To further ensure security and privacy, these emails do not include details of why the order was not completed.

SHIPPING

  1. Shipping Methods

    We currently only ship within the continental United States. All items via UPS Ground Service or Common Carrier (LTL).

  2. Once my order has been placed, where can I find tracking information?

    To view the status of a recently placed order, please sign in and proceed to the 'manage account page', then click on the link under 'Order History'. If you placed an order without creating or signing into your account, you will be unable to view your order status.

  3. What is the difference between UPS and LTL, and how will I know how my order will ship?

    UPS is normally used for shipping when an order has 3 items or less depending on the items and weight limit of each item. In most cases, UPS will:

    • Do multi-level inside delivery (upstairs apartments, condos, office)
    • Not call prior to delivery for an appointment
    • Leave package without a signature, sometimes left with a neighbor or hidden on at delivery address
    • Make 3 attempts to deliver your package

    LTL (Less Than Truckload) shipments are generally orders with more than 3 pieces depending on the weight of each item listed. In most cases, The LTL carrier will:

    • Offer ground level inside delivery only
    • Call prior to delivery for an appointment
    • Require assistance with unloading the truck with large shipments
  4. How will I know if everything on my order shipped?

    After your order has shipped you will receive a shipping confirmation email indicating everything on the order that was shipped. You may also log into your personal account and click on your most recent order. You will be able to view items ordered and items confirmed shipped.

  5. Do you Back Order Items?

    We do not back order items. Your shipping confirmation email will indicate any items not shipped. You will not be charged for these items and they will need to be reordered.

  6. How long will it take for my order to process?

    Processing time for an item is the time from when you submit your order to when the item leaves the warehouse is generally 1-2 days if an an item is in stock.

    SHIPPING TIMES

    Please note:
    • Shipping times do not include processing time (most in stock items generally take 1-2 days to process)
    • LTL Shipments are generally 5 to 8 business days
  7. Do you drop ship straight from the manufacturer?

    No, all items that are not directly in-stock online must be received at our warehouse before we can ship to you.

  8. International Shipping

    The Cosmoprofsalon+spa.com website only ships orders to addresses within the contiguous 48 states.

DELIVERY

  1. Will I be notified by the delivery company when my order will be delivered?

    If your orders ships LTL, the carrier will call you a few days prior to delivery to set up a delivery appointment. If your order ships via UPS, you will not be called before delivery. Your shipping confirmation email will include a UPS Tracking number if shipped via UPS. You may also log on to your account to retrieve the UPS Tracking number. You may track your packages to see what day they will be delivered at www.ups.com

  2. Will you help me set up my furniture / equipment?

    We regret that we do not offer assembly or set up.

  3. When my order is delivered, what steps should I take to ensure everything was received?

    Always check your packing slip before you sign the carrier delivery receipt if shipped via LTL. If you are missing a package you should note the missing item on the delivery receipt. Please notify customer service as soon as possible to report your missing item(s). For UPS shipments notify customer service as soon as possible to report a missing package or item.

  4. What if one of my items delivered comes in damaged?

    For LTL deliveries please note the damaged item on the carrier delivery receipt and call customer service right away to report the damages. If an item comes in damaged from UPS please call customer service right away to report the damages.

RETURNS

  1. What is the return policy?

    • No returns, exchanges or refunds will be made on equipment after 60 days from the date of purchase
    • Requests for returns must be approved in advance and are subject to a 20% restocking fee
    • Returned equipment must be in original carton and in new condition
  2. How do I set up a return?

    In order to set up a return, you must call customer service for approval. Find your customer service number.

  3. Can I return items to the store?

    We regret that equipment items ordered online may not be returned to a local store and must be returned to the distribution center. Please fill out and enclose a copy of our return form with your return. For a copy of the returns form click Here.

WARRANTY

  1. What is the warranty on equipment?

    The availability of warranty information varies from item to item. When available, links to warranty information are located on the product description page.

PARTS

  1. Where do I go for parts?

    We have a limited amount of parts available online. For parts that we do not have online, please consult with your local store.

Do you sell or distribute any of my information; email, phone number, etc?

No, Cosmoprofsalon+spa does not distribute any information that you provide. For more information, see our Privacy Policy.

Sales Tax

Applicable sales tax will be added to every order placed on Cosmoprofequipment.com. The tax amount charged will be based upon the local sales tax rate of the shipping address indicated.