Customer Service & Order Policies
Last Updated: 2026
Overview of Policies
This page outlines important information regarding orders, shipping, returns, promotions, product selection, and store policies. Please review the sections below to understand how our systems work and what to expect when placing an order with Beauty Depot Online.
Looking for quick answers instead of detailed policies? Visit our Shopping Help & FAQs page.
Jump to Section
| Main Topic | Description |
|---|---|
| Coupons & Promotions | How to apply coupon codes, why free shipping may change at checkout, and what to do if a code doesn’t work. |
| Returns, Cancellations & Refunds | How cancellations work, how refunds are processed, and where to find the full return policy. |
| Product Options, Colors & Images | Avoid ordering the wrong color/size/length by confirming dropdown selections and checking your digital receipt. |
| Shipping & Address Requirements | Delivery rules, address requirements (including PO Box restrictions), and where to find full shipping details. |
| Retail Policy, Purchase Orders & Reselling | Important clarification for Amazon/Walmart/eBay resellers: we are retail (not wholesale) and do not issue PO invoices. |
| Store Hours & Contact Information | Best ways to reach us (email is fastest), business hours, and how to request a call back. |
Coupons & Promotions
Beauty Depot Online regularly offers promotional discounts, free shipping incentives, and limited-time coupon codes. Please review the guidelines below to understand how promotions function and how to ensure your discount applies correctly before completing checkout.
If you are looking for quick answers about specific coupon issues, visit our Shopping Help & FAQs page.
| Topic | Details |
|---|---|
| Where to Enter a Coupon Code | Coupon codes must be entered during checkout in the "Coupon Code" field before submitting payment. Discounts apply immediately once a valid code is accepted. |
| Free Shipping Threshold | Free shipping eligibility is calculated based on the final subtotal after discounts and before tax. If a coupon lowers your subtotal below the free shipping threshold (for example, below $50), shipping charges may automatically apply. |
| Welcome Coupons vs. Ongoing Promotions | Some coupons (such as welcome offers) may be limited to one-time use per customer. Other promotional codes may be reusable during active campaigns. Always review promotion terms carefully before placing your order. |
| One Code Per Order | Only one promotional code may be used per order unless explicitly stated otherwise. Coupons cannot be combined, stacked, or merged. |
| Automatic Discounts | Some promotions apply automatically and do not require a code. If an automatic discount is active, additional coupon codes may not apply. |
| Expired or Invalid Codes | Expired, mistyped, or invalid codes will not apply at checkout and cannot be manually added or overridden after submission. |
| Order Adjustments | Coupon codes cannot be applied after an order has been placed. Please verify your discount before completing checkout. Once payment is submitted, orders cannot be modified to add promotional pricing. |
| Bulk Orders & Large Quantities | Certain promotions may not apply to bulk purchases or large-quantity orders. If you require a larger quantity than what is shown in the dropdown menu, please review our Bulk Orders & Large Quantity Purchases section below. |
| Misuse of Promotions | Beauty Depot Online reserves the right to cancel orders that misuse promotional codes, attempt system manipulation, or violate stated coupon terms. |
If you experience an issue with a valid coupon, please contact us before placing your order through our Contact Us page. For questions related to payment timing or pending charges, see our Payment Policy.
Returns, Cancellations & Refunds
Beauty Depot Online processes orders quickly to ensure fast shipping. Please review the guidelines below regarding order cancellations, returns, and refunds. For complete details, refer to our full Return & Cancellation Policy.
| Situation | How It Works |
|---|---|
| Cancel Before Shipping | If your order has not yet shipped, contact us immediately through our Contact Us page. Cancellation requests are time-sensitive and are not guaranteed once processing begins. |
| Cancel After Shipping | Once an order has shipped, it cannot be canceled. You must follow our official Return & Cancellation Policy procedures. |
| How Returns Work | Returns must be approved and items must be unopened, unused, and in original condition. Certain categories may be non-returnable for hygiene and safety reasons. See full rules here: Return & Cancellation Policy. |
| Exchanges (Important) | We do not process direct “exchanges.” If you need a different item/color/size, the process is: Return (if eligible) → Refund → Place a New Order. This ensures correct inventory and accurate billing. |
| Refund Method | All refunds are issued to the original payment method only. We do not issue cash refunds or alternative payment reimbursements. For payment timing, pending charges, and authorization holds, please see our Payment Policy. |
| “My Order Was Canceled But My Card Was Charged” | In many cases, what you see is a pending authorization (a temporary hold), not a completed charge. If an order is canceled before capture, the authorization is voided and disappears automatically. For a clear explanation, see: Payment Policy. |
| Processing Time | Approved refunds are typically processed within 3–5 business days. Your bank or payment provider may require additional time to post the refund. |
| Digital Receipts Only | All orders receive digital receipts via email. Beauty Depot Online does not provide printed invoices by default. Please retain your confirmation email for your records. |
| Partial Shipments / Adjusted Orders | If an item becomes unavailable or is damaged before shipment, we may ship the available items and adjust the final charged amount accordingly. This may result in you being charged less than the original total. Any changes will be reflected on your digital receipt. |
| Damaged or Incorrect Items | If you receive a damaged or incorrect item, contact us immediately with photos so we can review the issue. Shipping-related damage may require carrier claims in accordance with our Return Policy. |
For full return instructions, timeframes, and eligibility requirements, please review our complete Return & Cancellation Policy.
For quick answers to common questions (cancellations, refunds, shipping timing, missing confirmations), visit: Shopping Help & FAQs.
Product Options, Colors & Images (Important)
Many items we sell are available in multiple colors, lengths, sizes, styles, and pack/count options. To ensure you receive the correct item, please carefully review your selections before completing checkout and confirm your selections on your digital receipt.
For quick answers to common selection-related questions, visit our Shopping Help & FAQs.
| Common Issue | What It Means | What You Should Do |
|---|---|---|
| Dropdown Options (Color / Size / Length / Style / Quantity) | The product page may show a default image or default option. The final item shipped is based strictly on the selections made in the dropdown menus. | Before adding to cart, confirm the dropdown selections for color, size, length, style, and quantity. |
| Limited Quantity Available | If the dropdown only allows a certain quantity (for example, 1 or 2), that is the exact amount currently in stock. Our online inventory is connected to our physical retail locations. | If you require a larger quantity than what is available, review our Bulk Orders & Large Quantity Purchases section. |
| Image Shown May Be an Example | Product images may show a sample color, sample packaging, or style example. The image may not update dynamically for every dropdown variation. | Always rely on the written selection (color name/number, length, size, style) displayed in your cart and confirmation email — not solely on the product photo. |
| Packaging May Look Different | Manufacturers regularly update packaging, labeling, and branding without notice. Sometimes packaging changes occur before we are able to update all website images. | If the brand, product name, and selected option match your receipt, minor packaging differences do not affect authenticity or product performance. |
| Customer Selected the Wrong Option | If an incorrect color, size, length, style, or count is selected during checkout, the system processes that selection as the official order. | Review your digital receipt immediately after checkout. If you notice an error, contact us right away through our Contact Us page before the order ships. |
| Incorrect Item vs. Selection Error | If we ship an item that does not match your selected option on the receipt, we will correct the error. If the receipt matches what was selected, it is considered a selection error. | Return eligibility is subject to our Return & Cancellation Policy. |
| Order Confirmation Responsibility | Your order confirmation email serves as your official digital receipt and contract of purchase. | If something appears incorrect, reply directly to that email immediately or use our Contact Us page. |
Important: Please verify your selected options carefully. Once an order has shipped, changes cannot be made and returns must follow our Return & Cancellation Policy.
Shipping Requirements & Delivery Policies
To ensure successful delivery, please review the important shipping guidelines below. Failure to follow these requirements may result in delivery delays, returned packages, or additional shipping charges.
For full processing timelines and shipping speed explanations, visit our Shipping Information page. For common shipping-related questions, see our Shopping Help & FAQs.
| Requirement | Details |
|---|---|
| No PO Boxes | We do not ship to PO Boxes. A valid physical residential or business address is required. Orders submitted with PO Box addresses may be canceled. |
| Correct Address Required | Customers are responsible for entering the correct shipping address, including apartment or suite numbers. Orders shipped to incorrectly entered addresses may be returned, delayed, or subject to reshipping fees. |
| Address Changes After Ordering | Address changes are not guaranteed once an order is submitted. If you notice an error, contact us immediately through our Contact Us page. If the order has already shipped, changes must be handled directly with the carrier. |
| Processing Time vs. Shipping Time | Order processing time (preparing your order) is separate from carrier transit time. Delivery estimates begin once the package has been shipped, not when the order was placed. |
| Carrier | We primarily ship using UPS and may use other major carriers when appropriate. Carrier selection is determined at our discretion. |
| Tracking Numbers | Tracking information is automatically emailed once your order ships. If you do not see the email, please check your spam or junk folder. |
| Delivered Status | Once a package is marked as delivered by the carrier, responsibility transfers to the recipient. If you believe a package was misdelivered, please contact the carrier directly and notify us. |
| Signature Requirements | Some orders may require a signature at delivery at our discretion. If delivery is attempted and no one is available, the carrier may reattempt delivery or hold the package. |
| Returned Packages | If a package is returned due to address errors, refusal, or failed delivery attempts, shipping fees are non-refundable. Reshipping charges may apply. |
| Freight Forwarding Services | We are not responsible for packages delivered to freight forwarders, package consolidators, or third-party shipping services. |
| Service Area | We currently ship within the United States only. International shipping is not available at this time. |
For full delivery timeframes, free shipping details, and service options, please review our complete Shipping Information page.
Retail Policy, Purchase Orders & Reselling
Beauty Depot Online operates as a retail e-commerce store. Please review the information below carefully before placing large or resale-related orders.
| Topic | Policy |
|---|---|
| Business Type | Beauty Depot Online is a retail seller. We are not a wholesale distributor, manufacturer, or brand-authorized supplier. |
| Purchase Orders (POs) | We do not accept purchase orders (POs), NET terms, or invoiced billing. All orders must be completed and paid for directly through our website at checkout. |
| Wholesale Accounts | We do not offer wholesale accounts through Beauty Depot Online. Large quantity purchases may qualify for bulk discounts — see our Bulk Orders & Large Quantity Purchases section. |
| Wholesale / Distributor Documentation | We do not provide distributor authorization letters, brand approval letters, supplier certifications, or wholesale documentation of any kind. |
| Reselling on Amazon, Walmart, eBay, etc. | If you purchase products from us for resale on marketplaces such as Amazon, Walmart, eBay, or other platforms, your seller application may be rejected because we are a retail seller. We are not responsible for marketplace approval decisions, ungating requirements, or account restrictions. |
| Invoices & Receipts | We provide digital retail receipts only. These are not wholesale invoices and may not meet marketplace, reseller, or tax documentation requirements. We cannot alter or reissue receipts as wholesale invoices. |
| Tax-Exempt & Business Requests | We do not modify transactions to accommodate resale tax certificates, retroactive tax adjustments, or post-purchase billing changes. All pricing is retail-based and processed at checkout. |
If you require wholesale purchasing, brand authorization documentation, or distributor-level pricing, you must contact the brand directly or work with an authorized wholesale distributor.
For general ordering questions, please visit our Shopping Help & FAQs or contact us through our Contact Us page.
Store Hours & Best Ways to Contact Us
We are committed to responding to customer inquiries as quickly and efficiently as possible. To ensure the fastest response, please review our communication guidelines below.
| Method | Details |
|---|---|
| Business Hours | Monday – Friday, 10:00 AM – 4:00 PM EST (Closed weekends and major holidays) |
| Primary Contact Method | Email is the fastest and most reliable way to reach us. online@beautydepotonline.com You may also use our Contact Us Page or simply reply directly to your digital receipt email. Please include your order number in all correspondence. |
| Phone (Online Department) | (813) 238-4828 Please note: We are frequently away from the phone while actively fulfilling and processing orders. If your call is not answered, email is strongly recommended for faster service. Voicemail responses are not guaranteed during peak periods. |
| Secondary Store Number | If you are unable to reach the online department, you may call our secondary store number at: 813-482-1123. |
| Requesting a Call Back | If you prefer a phone call, please email us with your order number and the best phone number to reach you. We will return your call as soon as possible during business hours. |
| Response Time | Most email inquiries are answered within 1 business day. During peak sales periods or holidays, responses may take slightly longer. |
| After-Hours Messages | Messages received outside business hours will be handled on the next business day in the order received. |
Before contacting us, you may find a faster answer on our Shopping Help & FAQs page, or by reviewing our Shipping Information and Return & Cancellation Policy.
Important: If you need to request an order cancellation or correction, contact us immediately. Once an order has shipped, it cannot be canceled and must follow our Return & Cancellation Policy.