- I am having technical issues, can you help me?
- When will my order ship?
- Does my package require a signature upon delivery?
- Are all your products natural?
- Can I order a customized hair or body product?
- Do you use hair/skin cream bases with additives for your products?
- Do you use hair typing systems?
- I am fragrance-sensitive /I have a super sensitive sense of smell. Should I order an unscented option?
- Can I request the intensity of fragrances for my products?
- Do you offer sample sizes for sale?
- Do you offer free samples?
- Can your body and hair butters melt and/or settle during shipping?
- I am butter-sensitive, oil-sensitive or protein-sensitive. How will I know which products contain these ingredients?
- My body/hair product turned brown?
- I did not like the scent. Can I return the product?
- Do you offer fragrance-free products?
- What does it mean when you fill your hair and body jars by volume?
- I placed an order the day before/day after a sale – can I receive the discount?
- Can I add another product to my order once it has been submitted?
- Can I change my shipping address once my ordered has been placed?
- I tried to place an order, but adding items to my cart doesn't work for some reason. Every time I click “add to cart,” the subsequent screen states that my cart is empty. Can you assist me?
- The order process did not enter the discount. I used the money order option.
- What are your payment options?
- How do you make sure that my payments are secure?
- How do I pay for an order with PayPal?
- Will you charge my credit card before my order is shipped?
- Do you accept mail orders?
- What is your Turn-Around-Time (TAT)?
- Do you have In-Store Pickup?
- How quickly do you respond to email inquiries?
- How long does it take to receive my order?
- What shipping carriers do you use?
- Do you ship to P.O. Boxes or Military addresses?
- Do you ship internationally?
- When will I receive a shipping notice once I order?
- What is your Return and Refund Policy?
Troubleshooting
I am having technical issues, can you help me?
One of two things may be happening:1.) It's possible your cookies are confused. Clearing your cookies and then restarting your browser or computer should help.
2.) You may be using a very old version of Internet Explorer. We recommend running all software updates on your computer and restarting it to make sure things are working okay. Another option is to use a modern web browser: Firefox, Chrome, Internet Explorer's 8 and 9.
If you continue to experience technical issues, please contact us at techsupport@mariedeanonline.com. so we can do further testing.
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When will my order ship?
Your shipment date is ALWAYS included in your order confirmation email. Please be sure to read your order confirmation email. It will usually take 5-7 days to get your order out. It will take longer during sales and holidays. Our products are not in stock at the time of purchase. All of our products are handmade per order and our turn-around-time may be somewhat longer than what you are accustomed to for commercially available products. Tracking numbers are provided to you on the day your package is shipped and scanned by FedEx or USPS.We do not respond to order status requests on Facebook. All order status requests must be done via our Contact Form or Email. We do respond to each and every Order Status Request promptly. If you do not get your email response in your normal email "in-box", please check your "spam" or "bulk email" folders in your email program for our response. Please email us at customerservice@mariedeanonline.com if you have questions about your order.
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Does my package require a signature upon delivery?
• Domestic orders of $150 or greater will require an Adult Signature upon delivery. • Adult Signature confirmation is FREE for domestic orders of $150 or more. • Adult Signature confirmation is not available to APO/FPO/DPO locations.If you know that you will not be home at the time of a delivery to sign for the package, please email us ASAP at customerservice@mariedeanonline.com to have your package held at a nearby FedEx or USPS location.
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Are all your products natural?
Most of our products are natural. There are some hair and skin products that contain ingredients which aren't natural such as emollients, thickeners and preservatives. We use paraben-free preservatives to provide protection against microbial growth bacteria and yeast. Paraben-free preservatives allow products to remain fresh during the long span between the time of making a product and the time the customer finishes using it. We use the lowest percentage possible of a safe, paraben-free preservative.In addition, some of the emollients and thickeners we use aren't fully natural but are derived from vegetable oils.
There is no mineral oil, petrolatum or parabens in any of our products.
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Can I order a customized hair or body product?
We are not able to customize our hair and body products at this time. This includes substituting specific vegetable oils, butters and other ingredients. We offer a wide variety of hair and body products all made with high quality, natural ingredients suitable for all hair and skin types. We'd be glad to help you find the right hair and body product for your hair and skin type.TOP
Do you use hair/skin cream bases with additives for your products?
No, we do not use formulation hair and skin cream bases and add actives. All of our hair and skin products are handmade by Marie Dean Hair & Body Care.TOP
Do you use hair typing systems?
No, we don't use them. Our hair products have been used by men and women with straight, curly, wavy, kinky, coily, loc'd and chemically treated hair. The best course you can take is to try our Hair Goodie Bag -- a great way to experiment with our hair products to see how they will work best for your hair.TOP
I am fragrance-sensitive/I have a super sensitive sense of smell. Should I order an unscented option?
If you are allergic to fragrances, have a super sensitivity sense of smell or develop reactions to certain scents and smells, we highly recommend you order an unscented version of a product. Bear in mind that when ordering unscented products -- what you smell is what is in the product. Unscented products are not returnable and are not refundable.TOP
Can I request the intensity of fragrances for my products?
Yes, please let us know in the comments box during check out if you prefer your products to be scented mildly or strongly.If you have additional questions or comments about our products, please email us at productinfo@mariedeanonline.com.
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Do you offer sample sizes for sale?
We are now offering a Hair Goodie Bag,which contains samples of our hair products. The Hair Goodie Bag is a great way to experiment with our products to see how they will work best for your hair. Our Skin Goodie Bag is coming soon!TOP
Do you offer free samples?
We offer free complimentary samples with every order. Unfortunately, you cannot choose which free samples you'd like to have. Samples are given based on what we have left in stock.TOP
Can your body and hair butters melt and/or settle during shipping?
Yes, body butters and hair butters purchased during hot weather may melt during shipping. If melting occurs, simply place the body butter or hair butter in a cool place or the refrigerator until it becomes firm.Body and hair butters can also settle during shipping. This will not affect the quality of the product. Body and hair butters cannot be refunded or exchanged if they melt or settle during shipping.
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I am butter-sensitive, oil-sensitive or protein-sensitive. How will I know which products contain these ingredients?
We've created hair and skin products specifically for customers who are butter-sensitive, oil-sensitive and protein-sensitive. These products are documented as OILESS, BUTTERLESS or PROLESS. Please view our Product Abbreviation List below to find which products will work best for you.Product Abbreviation List:
PLUS: Butters or Oils have been added to the ingredients.OILESS: The product does not contain oils; perfect for individuals who are oil-sensitive.
BUTTERLESS: The product does not contain butters; perfect for individuals who are butter-sensitive.
PROLESS: The product does not contain proteins; perfect for individuals who are protein-sensitive.
All of Marie Dean Hair & Body Care products are human tested. There is no mineral oil, petrolatum or parabens in any of our products.
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My body/hair product turned brown?
Some of our fragrance oils contain vanillin or ethyl vanillin (vanilla extract) and therefore it can cause products to turn pale yellow, light tan or brown.TOP
I did not like the scent. Can I return the product?
Due to the natural aspect of our handmade and handcrafted products, we do not accept returns, offer exchanges, issue refunds or credits unless we have shipped you the wrong item. Try our Hair Goodie Bag or Skin Goodie Bag to test our products and scents.TOP
Do you offer fragrance-free products?
Yes, most of our products have an unscented option.TOP
What does it mean when you fill your hair and body jars by volume?
When a product is filled by volume, it means the cosmetic jar is filled to the capacity of the jar, all the way to the top.TOP
I placed an order the day before/day after a sale – can I receive the discount?
Unfortunately, we cannot honor discounts or sale prices after the expiration date. In addition, we cannot honor discounts or sales prices if you ordered the day before a promotion or sale. We frequently offer discounts and special offers to our customers. Please follow us on Facebook, Twitter, or sign up for our newsletter to receive information on special monthly promotions, discounts and information about our products.TOP
Can I add another product to my order once it has been submitted?
Unfortunately, we are unable to make any changes to your order once it has been submitted. To avoid delay in your order processing, please confirm the contents of your cart before you complete your order.TOP
Can I change my shipping address once my ordered has been placed?
Unfortunately, we are unable to make any changes to your shipping address once your order has been submitted. To avoid delay in your order processing, please confirm your shipping information before you complete your order.TOP
I tried to place an order, but adding items to my cart doesn't work for some reason. Every time I click “add to cart,” the subsequent screen states that my cart is empty. Can you assist me?
One of two things may be happening:1.) It's possible your cookies are confused. Clearing your cookies and then restarting your browser or computer should help.
2.) You may be using a very old version of Internet Explorer. We recommend running all software updates on your computer and restarting it to make sure things are working okay. Another option is to use a modern web browser: Firefox, Chrome, Internet Explorer's 8 and 9.
If you continue to experience technical issues, please contact us at techsupport@mariedeanonline.com so we can do further testing.
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The order process did not enter the discount. I used the money order option.
It sounds like you are trying to use the coupon code in the Gift Certificate field since that is where Money Order appears. Coupons appear on a different screen.TOP
What are your payment options?
We accept cashier's checks, money orders and Visa, MasterCard, Discover or American Express cards via PayPal.TOP
How do you make sure that my payments are secure?
We do not store any payment-related information on our website. Instead, we have partnered with PayPal to process all payments. PayPal provides "bank-level" security on their servers, has an excellent security track record, and some of the industry's best security experts on staff. PayPal's services are being used and trusted by more than 17 million people worldwide.TOP
How do I pay for an order with PayPal?
Browse our store and add items to your cart. When you go to checkout you'll be presented with two options: 1) You can choose to pay with a money order /cashier’s check; or, 2) You can use your PayPal account. At that point, if you choose to pay with PayPal, we'll send your order details to PayPal and redirect you over there. Follow their instructions and complete the payment. After you successfully pay for your order, PayPal will redirect you back to our site where you'll receive your order confirmation.TOP
Will you charge my credit card before my order is shipped?
Yes, we currently process our credit card transactions through PayPal for purchases made on our site. Your credit card will be charged immediately after the sale is completed. Unfortunately, there is no other way around this. After completing the payment for your order we will send you a confirmation by email. The confirmation email will provide the estimated shipping and delivery dates. Generally it will take 5 business days to create and prepare your order. Sometimes it will take longer than expected to ship your order. If your order takes longer than 5 business days we will communicate this with you by email. You will receive a confirmation email from FedEx with your Tracking number as soon as FedEx scans your package.TOP
Do you accept mail orders?
Yes, we do. You can add products to the shopping cart and once you get to the payment page, print it out without paying. Send the printout with payment to: Marie Dean Hair & Body Care, 10401 Venice Boulevard, #295, Los Angeles, CA 90034. Please remember to include e $5.99 shipping fee. If you are a California resident, please also add 9.75% for sales tax.Cashier's checks and money orders are accepted, however, your order will not be shipped until your cashier's check or money order clears our bank. Marie Dean Hair & Body Care does notaccept personal checks. We can only accept funds issued in U.S. Dollars (no international money orders or cashier’s checks).
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What is your Turn-Around-Time (TAT)?
Our products are not in stock at the time of purchase. All of our products are handmade per order and our turn-around-time may be somewhat longer than what you are accustomed to for commercially available products. After completing the payment for your order we will send you a confirmation by email. The confirmation email will provide the estimated shipping and delivery dates. Generally it will take 5 business days to create and prepare your order. Sometimes it will take longer than expected to ship your order. If your order takes longer than 5 business days we will communicate this with you by email. You will receive a confirmation email from FedEx with your Tracking number as soon as FedEx scans your package.Business days are Monday-Friday, excluding federal holidays within the United States. During sales, it can take up to two weeks to ship your orders.
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Do you have In-Store Pickup?
We do not have in-store pickup at our location.TOP
How quickly do you respond to email inquiries?
We care about customer satisfaction and we will do our best to respond to email inquiries in a timely fashion.TOP
How long does it take to receive my order?
Our products are not in stock at the time of purchase. All of our products are handmade per order and our turn-around-time may be somewhat longer than what you are accustomed to for commercially available products. After completing the payment for your order we will send you a confirmation by email. The confirmation email will provide the estimated shipping and delivery dates. Generally it will take 5 business days to create and prepare your order. Sometimes it will take longer than expected to ship your order. If your order takes longer than 5 business days we will communicate this with you by email. You will receive a confirmation email from FedEx with your Tracking number as soon as FedEx scans your package.TOP
What shipping carriers do you use?
We use FedEx Home Delivery and Ground as our primary carrier to ship our packages as we have found it to be very reliable, easily trackable, and cost effective. We only use USPS for POBs, Military Addresses, Alaska, Hawaii, Puerto Rico, some US territories and International shipments.FedEx Home Delivery delivers on Saturday. All shipments through FedEx and USPS come with a tracking number. We provide a tracking number via email on the day the package is scanned by FedEx or USPS.
LOST/DAMAGED/STOLEN PACKAGES AFTER DELIVERY
Our shipping method does not require direct signature at the time of delivery. Occasionally, FedEx or USPS will ring your doorbell, oftentimes they will not. If you are not at home at the time of delivery your package may be dropped at your doorstep or another location near your residence by the delivery driver.We have no control over where FedEx or USPS may leave your package. Any package left at your doorstep or another location near your house is your responsibility. We will not be responsible for lost, damaged or stolen packages after they have been delivered. Again it is the buyer's responsibility to ensure that the recipient will be home on the day of delivery to accept the package. No refund will be issued and no order will be reshipped if FedEx or USPS has updated your package information as “Delivered.”
If you know that you will not be home at the time of a delivery to accept the package, or your residence is not safe to leave a package at, please email us at customerservice@mariedeanonline.com to request to have your package held at a nearby FedEx or USPS location.
If you fail to claim your package from FedEx or USPS, it will be returned to Marie Dean Hair & Body Care, marked as “unclaimed,” and we will not reship your package for free. You will be responsible to pay for the actual shipping cost to have the package shipped out for a second time. If you request a refund, we will deduct the actual shipping cost from the refund.
We are a small business and cannot afford to remake an order and reship for free after we have received confirmation of delivery.
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Do you ship to P.O. Boxes or Military addresses?
Yes, we ship to P.O. Boxes and Military Addresses. We use USPS to ship to P.O. Boxes and Military addresses. USPS averages about 2-5 business days.TOP
Do you ship internationally?
Yes, we ship to Canada and the United Kingdom.TOP
When will I receive a shipping notice once I order?
We ship orders via FedEx and USPS. FedEx averages about 3-5 delivery days. USPS averages about 2-4 delivery days. We will provide you with an email communication and delivery confirmation when your order is scanned by FedEx and USPS.TOP
What is your Return and Refund Policy?
We do not accept returns or make exchanges under any circumstances. No exceptions. All of our products are handcrafted and made-to-order and therefore, we do not accept returns, issue refunds or credits. We do not exchange our products or give refunds if a hair or body product scent* is not to your liking or if there are variations in color and texture. If you are unsure of a particular scent, please order the small size first before purchasing a large size. Packages returned to us will be discarded and cannot be returned to the customer!If you have any questions about your order, please contact us within 24 hours of receiving your order so we can provide you with the best customer service solution possible.
*If you are allergic to fragrances, have a super sensitivity sense of smell or develop reactions to certain scents and smells, we highly recommend you order an unscented version of a product. Bear in mind that when ordering unscented products - what you smell is what is in the product. Unscented products are not returnable and are not refundable.
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