Frequently Asked Questions

Answers

Are your stores closed/open?

The majority of our stores are closed to the pubic; however, we are offering no-contact curbside pickup in some areas and are currently taking online orders. https://www.sallybeauty.com/important-updates/
Back to Top

Is my local store doing curbside pickup?

Curbside pickup is now offered where permitted by local regulations. Check your local store here: https://www.sallybeauty.com/important-updates/
Back to Top

Why can’t I reach my local store to see if they’re doing curbside pickup?

Given current demand, the phone line may be busy with high-call volumes. We appreciate your patience as our Beauty Advisors are working quickly to help everyone. Back to Top

What is the estimated time for shipping orders?

Given high volume, please allow 5-7 business days for orders to ship. We are working to get orders out as quickly as possible. In some areas, no-contact curbside pickup is available instead. Check your local store here: https://www.sallybeauty.com/important-updates/
Back to Top

Why hasn’t my order arrived yet?

We apologize for delayed orders. Due to increased order volumes, we are currently experiencing a backlog. We are working hard to ensure you get your order delivered in a safe manner as quickly as possible. Orders may arrive in multiple shipments.
Back to Top

How long does it take to receive an online order?

Given high volume, please allow 7-10 business days for deliveries.
Back to Top

There are missing items in my shipment.

Due to an increase in online order volume, your order may arrive in multiple shipments. Items may have been cancelled from your order due to inventory availability. Please check your email shipment confirmation to see if any items were out of stock. Unfortunately our system does not support backorders.
Back to Top

I need to track my order.

You will also receive a shipment confirmation email with the tracking number(s) for your order once it has shipped. Due to high volumes, please allow 5-7 business days for the shipment confirmation email. If you need assistance with your order, please provide the order number and email address used to make the purchase in the Contact Us Form and a Customer Care representative will assist you as soon as possible. Due to high volume, response times may be delayed.
Back to Top

How do I know if my order went through?

You should receive an order confirmation verifying your order was placed. Please check your spam folder to see if it’s in there.
Back to Top

Can I convert my online order into curbside pickup?

Unfortunately, no. You would need to request an order cancellation then contact your local store to place a new order for curbside pickup. Here is a link to where you can find the participating stores. https://www.sallybeauty.com/important-updates/
Back to Top

I need to make a return.

Effective March 20, 2020, our Love It or Return It policy is currently suspended. Due to COVID-19, we are not accepting product returns at this time to help prevent the spread of the virus. We appreciate your understanding as we navigate an unprecedented time.
Back to Top

I ordered my products before March 20. Can I still make a return?

Our Love It or Return It policy is suspended and applies to all purchases regardless of purchase date. We’re sorry for the inconvenience, and we appreciate your understanding during this time.
Back to Top

I need to change my rewards/account email.

You can reset your rewards information by logging into your account and editing information under the My Account section. https://www.sallybeauty.com/login/
Back to Top

I can’t get ahold of anyone in Customer Service.

Our Customer Care team is experiencing high volumes and we appreciate your patience. Our current wait time is approximately 45 minutes. Please know that we are working as quickly as possible to get to everyone.
Back to Top

I need advice on what products to buy.

We are here to help! Visit Just Ask Sally for tutorials and tips on all things hair and nails. https://www.sallybeauty.com/just-ask-sally/
Back to Top

How can I change the shipping address on my order?

We’re so sorry, but once an order is submitted, we have no way to change it.
Back to Top

How can I modify the items and/or quantities on my order?

We’re so sorry, but once an order is submitted, we have no way to change it.
Back to Top

Why am I seeing a pending authorization and/or multiple charges on my credit card?

Your credit card will show a pending authorization for the full amount of your total order. An actual charge will not be processed until your order has shipped. Please note: the charge amount may be different from the pending authorization due to short shipments or orders being shipped in multiple packages.
Back to Top

Will I receive a shipping notification?

You will receive a shipping confirmation email once your order is shipped complete. In the event your order is being fulfilled by more than one warehouse, the shipping confirmation email will be sent once the final package has shipped. This may result in you receiving part of your order prior to receiving a shipping confirmation email. Please allow 5-7 business days to receive your shipping confirmation email.
Back to Top

Why do certain items have quantity restrictions?

Due to limited availability of certain products, we have placed quantity restrictions in order to ensure as many people as possible have access to these items.
Back to Top

Why is there an “In-Store” order in my history when I made my purchase online?

In order to expedite your order, some or all of your items may have been shipped from a local store. The item(s) will be listed separately in the My Orders page of My Account. You have not been charged extra and will be credited for any cancellations or short-shipments due to inventory.
Back to Top

Why am I seeing a pending authorization and/or multiple charges on my credit card?

Your credit card will show a pending authorization for the full amount of your total order. An actual charge will not be processed until your order has shipped. Please note: the amount of the charge(s) may be different from the pending authorization due to short shipments or orders being shipped in multiple packages, but will never exceed your order total.
Back to Top