FAQs

PRODUCT Qs:

Do You Test Your Product On Animals?

No, we do not test on animals.

Are Your Products Vegan?

Yes. Our products do not contain any animal or animal-derived ingredients and we do not test on animals

Are Your Products Gluten Free?

Our Twist Elongating Style Cream and our Multi-Use Pure Oil Blend, are both gluten free. Neither contains any gluten, or gluten byproducts.

How Do I Check If A Product Has A Certain Ingredient?

Please visit the product page and check the ingredients list for the product you are interested in.  You can discover additional information about the ingredient by clicking the name of the ingredient on the product page.

Are Melanin Haircare Products Sold At Any Other Retailers?

Yes! Melanin Haircare products are sold online via melaninhaircare.com as well as ULTA.com and ULTA in-stores nationwide (9/27/2020).

How Can I Find Out About Restocks?

Sign up to receive emails! These email will include exclusive offers, product announcements, events and helpful skin and hair care advice. Restock information will also be posted on melaninhaircare.com and via our social channels.

SHIPPING:

Delivery Rates And Fees

Continental US: Standard (ground) 3 to 7 business days*  $10.00 or Free for Orders $45+ International: 10-15 business days $30.00 or Free for Orders $75+**

*If order placed by 1:00 pm Eastern Standard Time Monday through Friday

*E-Gift Cards are not eligible to qualify for free shipping rates

**Flat rate and free shipping not available in some countries in the Middle East, Africa, and the UK.  International flat rate shipping does not include any countries customs, duties, or taxes which are determined and imposed by the country and are not within our control.

Delivery Rates And Fees

Continental US: Standard (ground) 3 to 7 business days*  $10.00 or Free for Orders $45+ International: 10-15 business days $30.00 or Free for Orders $75+**

*If order placed by 1:00 pm Eastern Standard Time Monday through Friday

*E-Gift Cards are not eligible to qualify for free shipping rates

**Flat rate and free shipping not available in some countries in the Middle East, Africa, and the UK.  International flat rate shipping does not include any countries customs, duties, or taxes which are determined and imposed by the country and are not within our control.

What Method Is Used For Shipping?

All packages in the United States are shipped via FedEx, UPS, or USPS. Packages are shipped Internationally via DHL.

Do You Ship Internationally?

Yes, we do ship internationally.

Do You Ship To Po Boxes?

Yes, we ship to PO Boxes.

Do You Ship To Military Locations (Apo/Fpo/Dpo)?

Yes, we ship to military locations.

Do You Charge Additional Fees for International Orders?

No. Please note that some localities/governments do charge duty fees in certain provinces so please be aware of any local government import taxes prior to ordering. As this is a local tax, we do not charge or receive these monies. Please see our shipping policy for further guidance on international orders. 

ORDERS:

How Does AfterPay Work?

Shop our site as usual — just choose "Afterpay" as your payment method at checkout, register with Afterpay and provide payment details (they accept Visa or Mastercard). If you’ve used Afterpay before, just log in to your Afterpay account and complete your order — it’s that easy!

Please note: to be eligible for Afterpay, the total value must be greater than $35 (excluding gift cards)

Can I Use AfterPay For International Shipping?

Currently, Afterpay is only available to customers with a US shipping and billing address. Customers with international billing addresses will not be able to create an Afterpay account, or ship outside of the US.

What is Route+?

Route+ is premium package protection and tracking solution for your online orders. Route+ is added at checkout, and you can easily file claims for any packages lost, stolen or damaged in transit.
Need to file a Route+ claim?  File here.

I Don’t Want to Insure My Shipment, Can I Opt Out of Route+?

Yes, you can always opt out at cart or checkout by deselecting the radial button to the left.

Can I Use Route+ For International Shipping?

Yes, Route+ protects and tracks domestic and international orders.

Is Route+ a licensed insurance company?

Yes. Route+ is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

I Purchased a PRE-ORDER. When Will My Package Arrive?

All PRE-ORDER items will begin shipping 6-8 weeks after order. If you ordered in-stock items along with pre-order items, those in-stock will be held and shipped together with the pre-order items.  You will get an email notification when the item is released and once released, the general processing time for orders is 48 hours. After that, delivery time within the United States is 3-6 days (10-15 business days internationally). If you do not receive your order within seven to fourteen business days of receiving notification of release, please contact customer support by calling 1-855-563-5264 or by emailing customercare@melaninhaircare.com. Thank you for your patience.

I Purchased a BACKORDER. When Will My Package Arrive?

All BACKORDER items will note a restock date. If you ordered in-stock items along with backorder items, those in-stock will be held and shipped together with the backorder items.  You will get an email notification when the item is released and once released, the general processing time for orders is 48 hours. After that, delivery time within the United States is 3-6 days (10-15 business days internationally). If you do not receive your order within seven to fourteen business days of receiving notification of release, please contact customer support by calling 1-855-563-5264 or by emailing customercare@melaninhaircare.com. Thank you for your patience.

I Placed An Order. Will I Receive An Order Confirmation?

After you complete the checkout process, the Order Summary page will confirm the details of the order you have placed. The status of your order will be sent to you via email. When your order ships from our warehouse, you will receive a shipping confirmation email containing tracking information to track your shipment.

I Have Not Received My Order Confirmation, What Should I Do?

Order confirmations can sometimes take up to 24 hours due to high demand. If it has been 24 hours, please contact us by calling 1-855-563-5264 or by emailing  customercare@melaninhaircare.com with your inquiry

I’ve Placed My Order. What If I Need To Change My Order?

We will do our best to accommodate any changes to your order. The best way to change or cancel an order is to contact us by calling 1-855-563-5264 or by emailing  customercare@melaninhaircare.com

How Do I Track My Order?

When your order is shipped from our warehouse, we will send you an email to confirm your shipment - this email will include tracking information to track your package.

How Do I Return My Order?

We want you to be happy with your purchase! We hope you love what you ordered, but if not and you wish to return a product, please contact Customer Care by calling 1-855-563-5264 to obtain a return authorization and receive further instructions. We gladly accept returns of most new, unused items in their original condition.

CUSTOMER SERVICE:

Press Inquiries

Members of the media can contact us at press@melaninhaircare.com. We'd love to help, and look forward to hearing from you.
For general questions, comments or the status of your order, please email customercare@melaninhaircare.com.

Need General Help?

We’re available by phone (1-855-563-5264)  Mon-Thurs, 10 a.m.– 6 p.m. ET and Friday 10 a.m.– 4 p.m. ET. Or via Email customercare@melaninhaircare.com.

Who Do I Contact If I'm Having Technical Difficulties With The Website?

If you are having difficulty placing an order online, or experiencing other problems with the website, call Customer Care by phone 1-855-563-5264 or email customercare@melaninhaircare.com.

I Emailed Your Customer Service Team. When Should I Expect A Response?

We aim to respond to all emails within 48 business hours. Please note that this timeframe may be extended during and immediately after launches or holidays.

Hello You!

Join our mailing list