FAQ - Frequently asked questions

PRODUCTS: 

COLORED HAIR
Color-Safe! Felix Hair Care products are built to repair damaged hair caused by color, chemical processing or heat. 
PARABENS
Felix Hair Care products are produced without the use of parabens.
PHOSPHATES
Felix Hair Care products are produced without the use of phosphates.
SULFATES
Felix Hair Care products are produced without the use of sulfates.
ANIMAL TESTING
We are a cruelty-free brand, Felix Hair Care does not incorporate animal testing into our development phase or at the production level. We do not provide authorization to any third parties to perform animal testing on our products. In addition, Felix Hair Care does not retail within any country that requires animal testing. 

 

GENERAL QUESTIONS:

For general inquiries, please visit our contact page.

 

ORDERS:

PAYMENT OPTIONS
We accept PayPal, debit and credit cards including Visa, MasterCard, American Express and Discover. We do not accept cash, personal checks, money orders, or cash-on-delivery.
  
PAYMENT AUTHORIZATION
For optimal security, when an order is submitted an authorization request is sent to the issuing bank. The issuing bank then verifies billing information, the validity of the credit card, and the availability of funds. If the card information is valid and the funds are available, the bank puts an authorization hold on the funds. An authorization is only a hold on the funds for a possible future transfer of funds.
 
When an order is placed, two transactions will post to your account: 1) an authorization hold which holds the funds for the pending charge, and 2) a charge for the order upon shipment which removes the funds from the account.
 
If an order is canceled, the authorization hold will be removed from the account by the issuing bank. Please contact the issuing bank for inquiries related to the removal of authorization holds.
 
ORDER CONFIRMATION
After an order is placed, an order confirmation email is sent to the email address provided during order placement. The order confirmation email includes the order number and all of the order details. Once an order confirmation is received it means your order is being processed and cannot be canceled. A shipment confirmation email is sent once the order ships from the fulfillment center. The shipment confirmation email includes the shipping tracking number and all of the order details.  
 
ORDER CANCELLATION
Please contact Customer Service at felixhaircare@outlook.com to cancel an order that is in Pending status. Once an order confirmation is received it means your order is being processed and cannot be canceled. Order cancellation is not guaranteed as we aim to ship our orders quickly.
 
For security purposes, we are unable to re-direct a shipped parcel to a secondary shipping address. If a shipper is unable to complete delivery to the original shipping address provided, the parcel will be returned to the fulfillment center and processed as a return. 

MAXIMUM PURCHASE POLICY
We limit orders to no more than seven units of any item. If you have any questions regarding these, please contact us by e-mail felixhaircare@outlook.com.
 

SHIPPING AND RETURNS:

SHIPPING RATES – CONTINENTAL UNITED STATES
 Ground shipping for orders $50.00 and over* FREE
Ground shipping for orders under $50.00
$7.95                        
SHIPPING RATES – CANADA
 Ground shipping for orders $50.00 and over* FREE
Ground shipping for orders under $50.00
$10.95-12.50$                        
 
ORDER PROCESSING
Orders are typically processed within two to three business days. Monday through Friday, excluding holidays. Orders placed on Saturday and Sunday will be processed the following Monday
 
ORDER TRACKING
When your order ships from our fulfillment center, you will receive a shipment confirmation email that includes a tracking number from a major US carrier.
 
RETURNS / EXCHANGES
Your satisfaction is important to us! We have a 15-day return policy. See the full details on our Return Policy page. We accept unopened Supplement returns within the 15-day window. Please remember the Supplements take at least 90 days for the results to become visible.
 
PROMOTION CODES / DISCOUNTS
The promo or discount code must be entered in the discount box at checkout to receive the current promotion or discount before checking out. You must be logged into your account to apply the code to your order. Only one promo code per order. Promo codes and discounts cannot be added to an order after it has been placed.