Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
We start processing orders right away, so we can't guarantee a cancellation or change once an order is placed. If you need to correct your shipping address, contact details, or items, email service@diamondprosalon.com or use our Contact page as soon as possible, with your order number ready. If the order hasn't shipped yet, we'll do our best to help. If it has already shipped, you can still return unopened, unused items under our easy 30-day return policy (see Returns & Exchange below).
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all of my order
I didn't receive all of my order
If part of your order is missing, first check your shipping confirmation email to see whether the items were sent in separate packages. If everything should have arrived together, or you have any concerns, contact us with your order number and we'll investigate and resolve it promptly.
Do your products come with a warranty?
Do your products come with a warranty?
Warranty coverage varies by brand and product type. Each manufacturer sets their own warranty terms, so we encourage you to check the product page or packaging for brand-specific warranty information.
If you receive a defective product, please contact us within 30 days of purchase with your order number and a description or photo of the issue. We'll help coordinate with the manufacturer to repair, replace, or refund the item as quickly as possible.
For warranty questions about a specific brand or product, feel free to contact us directly — we're happy to help point you in the right direction.
Is it safe to pay on your website?
Is it safe to pay on your website?
Yes! Your payment information is always secure. We use SSL encryption to protect your data, and all transactions are processed through Shopify's secure checkout. We accept major credit cards, debit cards, and other trusted payment methods. We never store your full card details.
Returns & Exchange
What is your return policy?
What is your return policy?
We offer easy 30-day returns. You have 30 days after receiving your order to request a return on unopened, unused items in their original packaging. For hygiene and safety reasons, opened or used professional products (such as chemicals, color, or tools) can't be returned. Defective, damaged, or incorrect items are replaced or refunded at no cost to you. Full details are on our Returns Policy page.
How do I start a return?
How do I start a return?
Email service@diamondprosalon.com with your order number and the reason for the return. If it's approved, we'll send you a return shipping label and instructions. Please don't send items back before requesting a return, as unrequested returns can't be accepted.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes. Contact us within 30 days of receiving your order with your order number and the item you'd like instead. In many cases the fastest option is to return the original item and place a new order for the replacement; we'll let you know which route gets you the right product sooner.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive and inspect your return, we'll email you to confirm whether it's approved. Approved refunds go back to your original payment method within 10 business days; your bank or card issuer may take a few extra days to post it. Exchanged items ship as soon as the return is approved.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Orders are processed within 1–3 business days (we don't process orders on weekends or holidays). Standard shipping then takes 5–7 business days, and expedited shipping 2–3 business days. Delivery times are estimates and can vary by location and the shipping method you choose at checkout.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes. Expedited shipping is available at checkout and typically delivers within 2–3 business days after your order is processed. Additional charges apply and are shown before you pay.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
What if my order is lost or damaged?
What if my order is lost or damaged?
If your order arrives damaged or doesn't arrive at all, please contact us within 7 days of the expected delivery date. Include your order number and photos of any damage so we can resolve it quickly. We'll work with the carrier to file a claim and make it right.
How do I track my order?
How do I track my order?
Once your order ships, you'll receive a confirmation email with your tracking number. You can also check your shipment anytime on our Track My Order page, linked in the header and footer, or by logging in to your account. Tracking updates can take up to 24 hours to appear after shipping. If you haven't received a tracking email within 3 business days of placing your order, contact us and we'll look into it right away.
How are shipping costs calculated?
How are shipping costs calculated?
Shipping is calculated at checkout based on your delivery location and order weight. Orders over $90 ship free within the United States, and any qualifying shipping promotion is applied automatically at checkout.
Where do you ship?
Where do you ship?
We ship anywhere in the United States — we do not offer international shipping at this time. Professional wholesale orders may have additional shipping options available — contact us for details.
