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FAQ
Frequently asked questions
- How can I track my order?
- What happens if I do not receive my order?
- What happens if I am missing items from my order?
- What happens if an item is unavailable?
- Can I return or exchange my order?
- How long do refunds typically take?
- How much does shipping cost?
- When will the carrier deliver?
- Does Wella offer expedited shipping?
- When do I need to place my order by to ensure it ships out same day?
- When should I expect my order to arrive after placing it?
- How can I contact someone in Professionalstore.com Customer Service?
- Do I get charged sales tax?
- Is it safe to use my credit card on this site?
How can I track my order?
Once an order has shipped, you will receive a shipment confirmation email containing the details of your order, including a tracking number. You may contact Customer Service at 877-242-4451, use Live Chat or send us an email at wellaonline@wellasupport.com with your account information for assistance in tracking your order.
What happens if I do not receive my order?
Return requests for short shipment or wrong items must be made within 30 days.
If your order is missing an item, please contact Customer Service at 877-242-4451, use Live Chat, or send us an email at wellaonline@wellasupport.com so that we can help open a claim on your behalf.
What happens if I am missing items from my order?
Return requests for short shipment or wrong items must be made within 30 days.
If your order is missing an item, please contact Customer Service at 877-242-4451, use Live Chat, or send us an email at wellaonline@wellasupport.com so that we can help open a claim on your behalf.
What happens if an item is unavailable?
You will be notified if an item is unavailable at the time of order within your email confirmation. Once the item becomes available a new order will need to be placed.
Can I return or exchange my order?
All claims for product returns, except in the case of defects, must be made within 30 days from the date of delivery. To do this, please contact Customer Service at 877-242-4451, use Live Chat, or send us an email at wellaonline@wellasupport.com so that we can help open a claim on your behalf.
Please note, the returns may be subject to a 25% administrative/restocking fee. No returns will be allowed on discontinued products.
For any warranty or product concerns, please contact ghd support at 1-877-443-2643 or customerservice@ghdhairusa.com and identify the product was purchased from Wellastore.com
How long do refunds typically take?
Refund processing can take up to 7-10 full business days.
How much does shipping cost?
All orders placed on this site will receive free shipping with a purchase of $50 or greater.
Minimum order $25. Orders between $25-$49 will be charged a $12.00 shipping fee.
*Offer valid for online customers in the continental US only. Excludes Canada, Alaska, Hawaii, Puerto Rico**
An additional handling fee of $10 will be applied to all COD payments. No salon orders for less than $25 will be accepted.
When will the carrier deliver?
Carriers will deliver Monday – Friday during the opening hours that are maintained for each customer. No Saturday/Sunday, holiday or Post Office Box deliveries will be made.
Does Wella offer expedited shipping?
At this time, we only offer Ground Shipping to comply with aerosol/hazmat shipping restrictions.
When do I need to place my order by to ensure it ships out same day?
Orders placed prior to the times listed below will qualify to ship the same day:
*Please note, orders exceeding 600lbs will be subject to ship via LTL which may take longer to deliver.
When should I expect my order to arrive after placing it?
Please note: Due to Covid-19, transit times will vary geographically. Please contact Customer Service at 877-242-4451, use Live Chat, or send us an email at wellaonline@wellasupport.com for assistance.
While transit time are dependent on geographic location, most parcel orders will arrive within 3 business days of receiving your shipment confirmation email.
How can I contact someone in Professionalstore.com Customer Service?
Website Support: Phone: 877-242-4451 open 8am–5pm CST
Website Support Email: wellaonline@wellasupport.com
You can also contact us via Live Chat
Do I get charged sales tax?
Any tax imposed by federal, state, or other governmental authority on products ordered by the buyer will be paid by buyer.
If you have a resale certificate / resale tax number on file with us, you will not be charged tax on retail items purchased for resale. You can forward a copy of your resale certificate to Wellacustsrvfax@wella.com a to ensure you do not get charged.
Is it safe to use my credit card on this site?
The security of your personal information is always our priority. All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order.