FAQ

FAQ

1. What are your hours of operation?
Monday – Friday: 9:00am to 6:00pm (CST)

2. What forms of payments are available?
We accept all major credit cards: Visa, MasterCard, Discover, American Express and PayPal.

Please Note: We do not accept gift cards at this time. These transactions will be declined and a hold will be placed on your account for the specified transaction amount. This hold will typically release on it's own within 5 to 7 business days depending on the issuing credit card company.

3. Is my credit card and personal information secure using your site?
We take your privacy and personal information seriously and use every precaution necessary to ensure your shopping experience is safe! Getacos.com uses the latest Secure Socket Layer (SSL) encryption to keep your private information and credit card information as secure as possible. Payment processing is done through PayPal Payment Processing, who is one of the largest and safest payment gateways available on the internet. From the beginning to the end of your transaction your credit card account number is never stored in our systems. For more details and information on our privacy policy, go to the Privacy Policy link at the bottom of the Getacos.com homepage.

4. How long does it take to ship an order?
We strive to ship out your order as quickly as possible. If you place your order by 3pm (EST), most orders will process and ship the same day. In some cases, it may take 1 to 3 business days or longer to process your order before being shipped. Some reasons that cause delays in order shipping are: inaccurate or incomplete shipping or billing information, your shipping address is a P.O. Box, additional documentation is required to verify your order, or we are currently out of stock on your item. If we are out of stock for an item ordered, we will notify you as soon as possible, either by phone or e-mail. We can only ship to P.O. boxes if you provide a physical street address. Orders received after 3pm Friday through Sunday will be processed on the following Monday.

*Delivery times are calculated in business days. Weekends are not counted in shipping times.  

** Economic Shipping and Us-line Surepost shipping times are not guaranteed.  They are only an estimated time of arrival.  For a guaranteed delivery time, you must choose Economic Shipping Ground service or higher.

5. What holidays are observed and will this affect shipping of my package?
Observed holidays that we are closed for business are Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day & New Year's Day. Orders placed on these days will be processed on the next working business day. In Addition, order deliveries may be delayed on Christmas Eve and New Year's Eve. Our main carrier, Economic Shipping, Us-line, will only be shipping 2nd Day Air and Next Day Air Packages. All other service types will be delayed to the next working business day.

6. How can I track my order?
Once we ship your order you will receive a shipping confirmation email from us which will include a link to retrieve your tracking number.  In addition, you can always log into your Getacos.com account, find your order and track it from there.  The tracking number will link to the carrier’s website where you can track your shipment. This can give you unparalleled insight of the status of your shipment, as well as many other options including control over when and where your package may be delivered.

7. What is your return & exchange policy?
Within 30 days of your initial order date, you may return or exchange all or part of your order for a refund minus the shipping cost. We will review the condition of all products being returned/exchanged. Based on our review of the condition of the returned/exchanged item(s), there may be a restocking fee of 10% – 50% of the purchased price.   Please fill out the RMA form found in your Getacos.com account dashboard. Customers are required to shipped returned/exchanged merchandise to us within two weeks from the date of RMA approval. After that, the RMA is voided.

Customers are solely responsible for return shipping costs to and from Getacos.com – we will accept any method of shipment, but to ensure we receive your package, a tracking number is required. Upon receiving your return, a refund or exchange will be processed within 3 to 5 business days. Please keep in mind, if you have been issued a refund, it may take additional time to post to your account depending on your issuing bank. Refunds will be issued to the same credit card that the original purchase was made with. Shipping and handling fees are not refundable.

We do not accept returned merchandise that has been used. Due to the personal nature of the hair products we must adhere to strict policies with respect to the return of hair merchandise. All items sent to us for return or exchange must be in 'like new' condition. This means that the product must be in its sealed and unaltered packaging and include all tags or labels.

Defective merchandise may only be replaced with the exact same item. Discounts or coupon codes may not be used on exchanges.

8. Can I cancel or change my order?
If you would like to cancel or change an order, contact us by email at [email protected] immediately. We will do everything to accommodate your request. However, shipped items cannot be canceled or changed. Refused packages will be refunded for the merchandise ordered minus shippin and handling cost.

9. I am not receiving my emails, what should I do?
They may be in your SPAM folder. To ensure you receive our emails properly, so they are not SPAM filtered, please add our email address: [email protected] to your address book.

10. Do you offer discounts?
Yes, we will often offer promotional discounts, usually in the form of coupon codes. Promotional discounts will either be displayed on our website, emailed to Getacos.com account holders and can also be found at sites such as Getacos.com. **We cannot gurantee the accuracy of coupons found at other sites. We also offer discounts if you are a beautician. Please see our Beauticians page for proper procedure.

Discounts and coupon codes are not allowed for use on exchanges.

11. How do I check on an order that I have placed?
You are able to check on your order in several different ways. First, you can always log into your Getacos.com account to check the status of your order. Or you can contact us by email at [email protected].

12. Can I find you on social media?
Yes! We would love for you to 'Like Us' or 'Follow Us' on Instagram, Facebook, YouTube, Twitter and Pinterest. We offer special promotions and updates through these social media outlets.

13. This package does not look like it's from Getacos.com. Where is this from?
On occasion, we will drop-ship items directly from the manufacturer. We do this in order to expedite your order.