Geno's Hair Care - Customer Service

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Mail: 20300 Chagrin Blvd., Shaker Heights, Ohio 44122

Phone: 216-283-2400

We are available by telephone Monday & Tuesday 10am to 5:30pm; Wednesday - Friday 9am to 6:30pm; Saturday 8am to 5pm. Eastern Standard Time, except for holidays.

ORDER PROCESSING*

Most orders are processed within one to two business days (processing time does not include weekend days).
Orders placed on Saturday and Sunday will begin processing the following Monday.
Orders are processed and shipped on business days only (Monday through Friday, excluding major holidays).
We're sorry, we are currently unable to accept orders that are billed to or shipped to destinations outside the U.S. We apologize for any inconvenience.
*All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

ORDER CANCELLATIONS

Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
Item(s) no longer available.

Difficulty in processing payment information.
Cannot ship to address provided.
A duplicate order was placed.
Cancelled due to a customer request.

If your order is cancelled, you will receive an email notice to explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact Geno's Hair Care Products at 216-283-2400 or via email.

TEMPORARILY OUT OF STOCK/BACKORDERED ITEMS

If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. Please be assured that you will not be charged for any item until it is shipped. There will be no additional shipping charges for backordered item(s) shipped. If for any reason you wish to cancel a backordered item prior to shipment, please contact us at 216-283-2400 and we will be happy to assist you.

PRE-SELL ITEMS

Pre-sell items are items that are not yet in stock, but available for advanced purchase on our site. Pre-sell items are shipped as soon as they are available with no additional shipping charges. We will notify you of the status of your Pre-sell item via email updates and confirmations. Please be assured that you will not be charged for any item until it is shipped. Anticipated shipment time (i.e. "Available for shipping in mid-September") is indicated on the site adjacent to product information.

Please note: The actual delivery date of your order depends on the shipping method you select.

SALES TAX

We are required by law to collect state sales tax on orders being shipped to the following states - AL, AZ, CA, CO, CT, DC, FL, GA, HI, IL, IN, KS, KY, MA, MD, ME, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, PA, RI, TN, TX, VA, WA. Sales tax will be assessed on the total purchase, including shipping and handling charges. If you have other questions regarding sales tax, please feel free to Email Us.

SHIPPING CHARGES

Shipping and handling charges per order (delivery for most standard orders within 5-7 business days)

ORDER TOTAL = STANDARD SHIPPING

$0.00 - $25.00 = $5.00
$25.01 - $40.00 = $6.00
$40.01 - $60.00 = $7.00
$60.01 - $80.00 = $8.00
$80.01 - $100.00 = $9.00
$Over $100.00 = $10.00

SHIPPING OPTIONS

Geno's Hair Care Products online orders are shipped and delivered on business days (Monday through Friday, excluding major holidays).

Standard Service -
Most orders shipped via Standard Service are processed and shipped in 1 - 2 business days, depending on product availability.
Most Standard orders are delivered within 5 -7 business days from the order's ship date. Please note: most orders destined for P.O. Boxes and U.S. Territories are delivered within 6-14 business days of the order's ship date.

*All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped. If your order cannot be processed, an email notice will be sent to advise.

SHIPPING RULES AND RESTRICTIONS

Orders are shipped on business days only. Business days are Monday-Friday, excluding federal holidays in the United States.
Some items sold by Geno's Hair Care Products require special handling as specified by federal, state and local regulations governing the transport of these items.
The method of shipment for these items is dictated by these regulations. At Geno's Hair Care Products, we comply with these regulations therefore the shipment of some products to certain locations may not be possible.
If this affects your order, we regret any inconvenience and thank you for your understanding.
If you wish to provide a physical address in the United States to which we can deliver, we will be happy to ship your full order.
*We're sorry, we are currently unable to accept orders to be billed or shipped to destinations outside the U.S. We apologize for any inconvenience.

SHIPPING TO U.S. TERRITORIES, ALASKA, AND HAWAII

Geno's Hair Care Products accepts orders being shipped to Alaska, Hawaii and the U.S. Territories Puerto Rico, Guam, and U.S. Virgin Islands.
Most items may be shipped to Alaska, Hawaii and the U.S. Territories, but some restrictions apply. See shipping rules and restrictions

RETURNS / EXCHANGE INSTRUCTIONS

For your protection and to ensure prompt delivery, we recommend that you send your return via UPS or insured Parcel Post. We're sorry; return shipping fees are not refundable. In the case of damaged items, please refer to Damaged Items.

Your return will be processed promptly upon its arrival and all exchanges will be shipped via standard ground shipping. Processing and transit time for exchange packages is usually 7-10 business days from the time the exchange is received. Business days are Monday-Friday, excluding federal holidays within the United States.
Please note: Only products purchased on Geno Hair Care Products Online may be returned for refund or exchange.
If you have questions about returns or exchanges, please contact us by phone at 216-283-2400 or via email at Geno@genoshaircare.com.

DAMAGED ITEMS

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at 216-283-2400.

Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

Home * About Our Products * The Man Behind Our Products * Buy Online * Salon Locations * Testimonials

TERMS | PRICE LIST | PRIVACY | CONTACT | DIVERSION