Our knowledge database is constantly updated with questions we hear from our customers. You can find quick answers to your questions below or contact us directly:
Has my order shipped?
You can check the status of your shipment by navigating to the order history section in your account profile. Orders will be shipped as soon as possible and you will receive a confirmation e-mail for each order shipped. The shipment confirmation e-mail will provide a snapshot of your order and shipment tracking information.
How do I change quantities or cancel an item in my order?
You may opt to place a second order with the remaining quantity or you may edit your order within your account. Orders cannot be cancelled once it enters the production phase, but please contact us directly if there are any issues with order cancellation.
How do I track my order?
Tracking information can be found in the shipment confirmation e-mail or within the account summary page. The information will be available once the order is processed, produced, and shipped. If you are not able to view the tracking information after you have received a shipment confirmation, please contact us for assistance.
What do I do if my order never arrived?
The estimated shipment arrival date may vary due to weather and transportation conditions, but rest assured that we will work with you to resolve the issue. Please confirm that your order shipped by visiting the account summary page. If your order shipped and it did not arrive, you can contact the shipper for a status update. You may also follow the order tracking number for an update on the status of the shipment. If the order never arrived, but the tracking information indicates it arrived at the address indicated in your order, you can contact us directly for assistance.
What do I do if an item is missing from my shipment?
We make every effort to ensure that all orders are shipped with an accurate list of products ordered. The item may be shipped in a separate package. Your order confirmation will indicate the amount of packages shipped. If the items are not available and you have received all shipments, please contact our customer service department (Link to Contact Form) to resolve the issue.
What do I do if my order is missing parts?
We review all of our shipments to ensure that our customers receive products without missing parts or components. Please check the shipment carefully for parts such as screws, washers, and parts including the underside of a product, folded cardboard, and plastic packaging. If the shipment arrived with missing parts or components, please contact our customer service department (Link to Contact Form) to resolve the issue.
When will my back-order arrive?
We are thrilled that you love our products even when they’re on back-order! Products that are back-ordered will ship and arrive as soon as the shipment is ready. We make every effort to ensure that our products are carefully inspected and shipped to our customers without issues. You can review the status of your order by visiting the account summary page to review the status of the back-order.
How do I create an account?
Visit the homepage and click the center icon located in the upper right corner. Next, select the “Create an Account” option and follow each step listed.
How do I edit my account information?
Visit the homepage and click the center icon located in the upper right corner. Next, login to your account and proceed to the account profile section.
How much is my shipping?
We strive to offer Free Shipping for special promotions. For shipping quotes outside of promotional dates, please shop as normal and you will receive an estimated shipping quote when you’ve approached the check-out step.
How do I retrieve a lost or forgotten password?
Visit the Log In page and click on “Forgot Your Password?” link. Enter your email address and an email will be sent to you with a link to reset your password.
How do I return my product?
We want all of our customers to be satisfied with their purchase, so please contact our customer service department for assistance from replacement products to product information. But, we respect your decision for product returns. You can visit the product returns page to submit a request.
What do I do if I receive a product that I did not order?
If you have received a product that is not part of your order, then please contact us immediately. We will work with you to resolve the issue as soon as possible. Additionally, we will provide guidance on product returns and assist with account updates.
What is your return policy?
You can view the return policy at any time by visiting the Product Returns page. Additional information is available under the Terms & Conditions page which is also available at the bottom of each page.
When will my order ship?
We try to ship orders as soon as possible, but orders should ship within 5-7 days or less. You will receive a shipment confirmation e-mail for tracking information or you can visit the order page in your account for the shipment information.
Shipping and Returns
Can I order products site-to-showroom?
We do not offer site-to-showroom shipments at this time, but contact us directly if you require assistance with special orders.
How do I return an item?
We want all of our customers to be satisfied with their purchase. If you are unsatisfied with your purchase, please contact us directly or you may submit a product return request at the returns page.
How long does it take to receive a refund?
Standard returns are normally processed within 14 business days. You can view our return policy page for additional information.
Will I be charged on product returns?
All returns are subject to restocking fees. We evaluate each product return request to identify the issue – restocking fees are often limited, but may result in up to fees up to 50% depending on the situation. Please visit the Terms & Conditions page and Returns Policy page detailed information on returns, warranty, and exchanges.
Pricing and Billing
Do I have to pay sales tax?
Sales tax is automatically calculated based on your mailing address. For tax exempt purchases, please contact us directly for assistance. We will reach out to you with an application to verify tax exemption qualification.
I have a question on my charges.
You can view your order and invoice within the order history section of your account. If you have additional questions, please contact us directly.
Where can I find a copy of my purchase invoice?
Invoices are available within the account history section of your account. If you have any questions or concerns regarding an invoice, you can contact us directly.
When will my credit appear on my account?
Credits will appear within your account after an approved return, exchange, gift card, etc. It may take up to 7 business days for a credit to appear once approved. If there are any issues with credits, please contact us directly for assistance.
When will my credit card be charged?
Your credit card will be charged immediately after you have submitted an offer. You may contact us directly if you have any issues with a charge and we will work with you to resolve the issue.
What are my payment options?
We accept a wide variety of credit card options including AMEX, Visa and MasterCard.
How do I buy/redeem a gift certificate?
We do not offer gift certificates or cards at the moment, but you may purchase a gift for a family, friend or colleague at any time! But, gift cards may arrive sooner than expected.
How do I find my product?
You can view products by category, price and more! Be sure to visit the Gallery section for design concepts on a new space or to view other offline products.
How do I use a coupon?
Coupons and promotional codes can be applied during the final steps of checkout. You will notice a Promotional Code box on the payment page during your checkout process.
How do I place custom orders?
You can place custom orders by contacting one of our design specialists for a one-on-one design consultation experience or an offline product catalog. Our design specialists will work with you on options ranging from custom upholstery, footrests, base and other options unavailable at the store. Please contact one of our corporate design specialists for an offline product catalog or visit one of our locations.
How do I order a product with different colors and options?
Products with different colors and options are available for offline catalog purchases only. We offer personalized design consultation, product options and more. Please contact one of our design specialists for an offline product catalog or by visiting one of our locations.
Where can I purchase product parts?
You can browse the parts section of our store. If a part is not listed, please contact us directly at (800) 526-3847 ext. 1116 for assistance with your parts order.
Additional Support and Information
What are your hours of operation?
Our standard hours of operation are Monday-Friday from 8:00 AM – 5:00 PM EST, excluding holidays, inventory and other scheduled closings. You can view our schedule or visit our site at any time to place an order and we will process it when we return to office.
Where do I shop for Barber furniture and equipment?
We do not currently offer our classic barber chairs, furniture or equipment at our online store, but you can view our gallery for a snapshot of products available in our offline catalog or visit our corporate website.
Where can I find assembly instructions?
Assembly instructions are provided with each shipment, but we have taken extra steps to upload the instructions and details under the Installation Guides page.
How do I receive and inspect a delivery?
You can learn about the 6 steps for a successful delivery under the Shipping and Deliveries page. The quick guide aims to ensure a smooth and seamless delivery process.