Orders and Returns
How to Place an Order
You may call our toll free number 888-387-4151 to order by phone. Our Customer Service Center is available from 9am-4pm CT Monday - Friday.
To place an order by mail, please download the printable order form http://www.hairfinity.com/order.pdf Make money order for your products and shipping costs payable to Brock Beauty, Inc. and mail money order and form to:
Brock Beauty Inc
573 JF Smith Avenue
Slidell, Louisiana 70460
If paying by money order, please allow 10-14 days for your products to be delivered.
After clicking on your items and placing them in your shopping cart you will be directed to Shopbrockbeauty.com where you can review your cart and purchase your items.
Purchasing and Payments
Customers may only purchase one (1) twelve (12) month supply per year beginning the date of the purchase of the twelve (12) month supply.
Customers, in the past, have abused the privilege to purchase the twelve (12) month supply by purchasing multiple twelve (12) month supplies and illegally reselling the product. If you purchase products that do not come directly from Brock Beauty, Inc. we cannot certify that the products are not counterfeit, contaminated or illegally obtained. Contaminated products may have had their ingredients changed or tampered with, or had the expiration date altered by the reseller. Illegally obtained products may include products coming from other countries where the ingredients may differ depending on the health or regulatory requirements of a particular country. Improper storage and handling may alter the performance of these products or pose a health risk. Further, we will not return the items or refund the amount paid.
Acceptable Forms of Payment
Credit or Debit Cards
Money Order – See above policy on ordering by mail.
Shipping and Delivery
The shipping department is able to ship to street addresses and PO Boxes within the United States. The purchaser is responsible for providing the correct mailing address. Please be certain your address is correct regardless of your ordering process, before finalizing your order. We cannot be responsible for goods delivered to the wrong address.
Packages being shipped through DHL will be delivered to the local post office for delivery.
Order Processing Times:
We typically ship Monday-Friday and try to process orders within 48 hours (except holidays and weekends). Orders submitted on weekends or holidays will process the next business day.
All packages, unless otherwise stipulated, once processed, are shipped via DHL, United States Postal Service First Class or Priority Mail. This service provides delivery confirmation for all of our orders. All delivery times are estimated from the time your order leaves our processing center. Please allow 5-7 business days from the time the order leaves the processing center.
Orders shipped to Alaska and Hawaii:
These orders can require an additional 2 – 3 day delivery time.
All packages, unless otherwise stipulated, once processed, go out DHL, United States Postal Service Priority International or Express Mail International. Tracking numbers are given, but the postal service does not typically allow tracking of this number until the package has been delivered. Please note that minor adjustments to the shipping rate may be required depending upon the country of shipment and the current shipping rates.
The purchaser is responsible for paying any applicable taxes or duties that may apply. We do not calculate or collect taxes or duties from you. It is the purchaser’s responsibility to check country and local regulations and policies of the receiving country and abide by those. It is the responsibility of the purchaser to be sure the Customs Department permits the shipment of our products to your country and what the duties or tariffs may be upon delivery. We will not provide a refund on the shipping of the package if you refuse the package or if it is refused by customs due to regulations and taxes or duties. If the package is seized by customs for any reason and the package is not returned to us, we cannot issue a refund.
Shipping to Canada is only allowed under the following circumstances:
The order is a maximum of a three (3) month supply and the products are for the customer’s own personal use or the use of a person for whom they are responsible.
Canadian shipments may be subject to goods and services tax, provincial sales tax, duties, or handling fees based on the product, amount of purchase, and the province.
All shipments to Canada will be shipped via the U.S. Postal Service. Additional handling fees on products may be charged by the local post office. Any packages containing over the amount of a three (3) month supply are subject to be intercepted by Customs and disregarded. We are not responsible for any orders that are intercepted by Customs and you will not be eligible for a refund.
Third Party Shipping
Customers using a third party shipping service are responsible for any duties, taxes and shipping costs that may occur. Brock Beauty, Inc. is not liable for any damages resulting from customer’s use of any third party shipping services.
Lost or Stolen Packages
Brock Beauty, Inc. is not responsible for lost or stolen packages that have a confirmed delivery to the address entered for an order. Upon inquiry, Brock Beauty, Inc. will confirm delivery to the provided address, date of delivery, tracking information and shipping carrier information for the customer to investigate.
Incorrect Shipping Information
If a package is returned to Brock Beauty, Inc. due to an incorrect or incomplete shipping address provided by a customer, the customer will be responsible for the return shipping cost as well as the redelivery cost. Brock Beauty Inc is not responsible for packages delivered incorrectly or lost due to incorrect or incomplete shipping information provided by a customer.
Exchanges and Returns
Refund and Money Back Guarantee
Brock Beauty Inc. stands behind the products we sell. We recognize that although our products have extremely high consumer satisfaction, there is no one product that may work for everyone.
Within thirty (30) days of your purchase, if you are not satisfied with our product you may receive a refund of your purchase price (less shipping and handling). The product must have been purchased directly from Brock Beauty, Inc. In order to be eligible for a refund, you must have used the product as directed.
To obtain the refund described above we must physically receive the return within the thirty (30) day period. The return must include the unused vitamins; all original packaging, manuals, and other accessories and documentation, which may have been included in the original shipment; the receipt; and a note containing your name, address and reason(s) for return.
We recommend using UPS or insured mail for returns, as we cannot be responsible for items that are not received at our warehouse. If we receive your return after the thirty (30) day period or in violation of the requirements herein, then we will not return your money and will be unable to return unused product to you.
Returns must be addressed as follows:
573 JF Smith Avenue
Slidell, Louisiana 70460
Brock Beauty, Inc. reserves the right, at its sole discretion, to reject any return that does not comply with these requirements. This policy applies to Brock Beauty Inc. products only, namely Hairfinity, Infinite Lash, Essentious and Dermera. This policy does not apply to t-shirts and other accessories and materials, which cannot be refunded since these items may only be submitted for an exchange.
NOTICE: Our guarantee was created to warranty that quantity of product consumed as directed for use during the thirty (30) day guarantee period. It is not intended to honor the return of product that was removed or consumed in excessive quantities during that thirty (30) day period. If an excess supply of product was removed from the bottle and/or consumed during the guarantee period, the guarantee and return will be voided. The unused portion of the product will not be returned to you for health and safety reasons. If you have previously returned our products under this refund policy, any future requests for a refund will not be honored. Please contact us with any questions or concerns at 1 (888) 387-4151 or firstname.lastname@example.org.
Damaged or Defective Products
DEFECTIVE products may be returned directly to us within thirty (30) days from the invoice date. At our discretion, you may receive a credit or replacement product. Any item that appears to be purchased from an authorized seller will not be accepted.
You must return the defective product within the specified period of time, along with all original packaging, manuals, and other accessories and documentation which may have been originally included in the original shipment; the receipt; and a note containing your name, address and reason for return to:
Brock Beauty Inc
573 JF Smith Avenue
Slidell, Louisiana 70460
To serve you better, we will begin to process your order immediately after you click the “SUBMIT ORDER” button. Because our system processes orders immediately, we are usually unable to change or cancel an order once it is submitted. Also, once an order is placed, unfortunately products may not be edited. If there is an error in your shipping address, please contact customer service before 7am CST the next business day. Once an order has shipped we cannot be responsible for errors in shipping address. To address any of the above issues with an order, please immediately contact us at 1-888-387-4151 or email@example.com.
Tracking Your Order
When your order is ready to be shipped, you will receive shipment confirmation e-mail. The majority of our orders are shipped within 1-2 business days after the order has been placed and will arrive 7-10 business days after it is shipped. The e-mail will contain shipment details and your tracking number. To track the order visit your carrier’s website.
If you attempt to track your package within 48 hours after it is ordered and there is no information available about your package, this is because the carrier has not scanned your package. When the package is scanned you will be able see the tracking information. Please allow at least 48 hours for the carrier to scan your package. If you still do not see tracking information please call customer service at at 1-888-387-4151 or firstname.lastname@example.org.
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