Customer Service - Frequently Asked Questions

Payment & Pricing
In order to protect our customer's personal information and to prevent online credit card fraud, all shipping addresses must be listed with your credit card issuer

Why must my shipping address be listed with my credit card company? 

The short answer is to protect our customer's personal information and stop credit card fraud. Most companies only check the customer's billing address. Once a credit card thief has this information it allows them to ship merchandise to any address. With this method it could be days or weeks before the fraud is detected.

My Salon Tools takes it one step further and checks the shipping address too. As soon as a customer clicks the "Submit Order" order button on our site, an address verification check is conducted. If the customer's shipping address is not on file with the credit card company the order is automatically put on hold and and sent to our AVS Fraud Team.

To prevent a delay in your order, please ensure that your shipping address is on file with your credit card company as an authorized shipping address, alternate shipping address, or a one time shipping address.

Please note: We do not accept credit cards from non U.S. issuing banks or credit cards where AVS is not supported by the credit card issuing bank.

Shipping & Delivery
Most orders will be shipped within 1-2 business days from order date, arriving within 5-7 days from the shipment date*. You will receive an order confirmation confirming your order, and a shipment notification email when your order is shipped. We are based in Florida, but have distribution centers in New York and Los Angeles, so shipping transit times can be as soon as 1 day or up to 7 days. All shipments are to the contiguous 48 states. Additional charges will apply for shipments to Alaska and Hawaii
* Joewell and Kasho Shears may take up to 4 days to ship from order date
* Please allow up to 12 days for shipping on all orders past December 23rd
* Items valued over $100 require signature for delivery
* Orders placed on public holidays (i.e. Thanksgiving, Christmas Day) may take an additional 1-2 working days for processing.
* If shipment time frame varies for a specific product, the shipping time frame will be stated on the product page.  A product will take no longer than 30 days to ship unless otherwise stated. 
If for any reason, we are unable to ship a product within 30 days, the customer will automatically be refunded the full amount of purchase. As soon as we know there will be a delay on an item (for items on back-order), we will contact the customer via email and/or telephone, and ask if they would like to wait for the item to ship with a delay, or whether they would like to have us process a full refund for them at that time.
30 Day 100% Satisfaction Guarantee - Returns & Replacements
If you are not completely satisfied with your purchase, you may exchange or return the item for a refund, less shipping charges and restocking fee* within 30 days of purchase (Please see return policy for Joewell Shears below). Any exchange or return will be accepted no matter what reason is provided, however, it is the customer's responsibility to pay shipping charges** to return the item(s) back to the manufacturer. If any product(s) is being exchanged or returned an email must be sent to us prior to returning it so we can reply back with return instructions along with a return authorization number.
* All exchanges and returns MUST be in new condition with all original packaging - no exceptions. Refunds are NOT offered on clearance items.
** Returns within the first 15 days of purchase will not be charged a restocking fee. Any returns after 15 days (prior to day 30) will be charged a 15% restocking fee
** Customer is not responsible for paying return shipping on defective items or incorrect orders.
*** Joewell Shears Return Policy: Returns are offered on UNOPENED & UNUSED Joewell Shears within the first 30 days of purchase ONLY. Because all Joewell shears come hand inspected directly from the manufacturer, Tokosha Co. (Joewell) does not offer refunds past 30 days of purchase. Exchanges for shears are offered within the first 7 days of receiving shears. Exchanges will only be accepted for UNOPENED & UNUSED shears only.
If you have any issues regarding defects or mechanical problems, you must contact Joewell directly:
Tokosha Co., Ltd.
9710 Topanga Canyon Blvd.
Chatworth, CA 91311
Tel. (800) 228-9739
All pricing and promotions will be honored to the best of our ability. We realize there may sometimes be mistakes in pricing or promotional offers and we apologize for any confusion that may be caused by these mistakes. Our goal is to provide you a high quality product, at a great price, and we hope you will treat us with the same respect. All promotions can only be used exclusively and we have the right to not honor any promotion due to suspected fraud or abuse.
We are a web-based business operating remotely without a physical storefront. As a result, we have very little overhead expenses and are able to offer you the lowest prices with the highest level of customer service. We only accept orders through our online system, however, if you would like to contact us regarding our wholesale prices, please email us at support@mysalontools.com
Viewing Orders & Updating Account Information
We offer full transparency on your orders. You may login to your account and check the status of a shipment, update your billing or shipment information, and complete customer service requests from your account page.
Contact Information:
For customer service inquiries, please email us at support@mysalontools.com 
Office Hours: Monday-Friday, 9:00am-5:00pm, EST
Phone: 1-877-255-1033