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Customer Service

Shipping & Delivery

We pride ourselves in shipping both domestic and internationally in a timely and cost effective manner. We feel that mail order sites which charge the customer for shipping based on a flat rate or weight computation is doing the customer an injustice. Our philosophy is that a profit should not be made on an inflated shipping charge. Except for Priority Mail shipments under 3 pounds which we add no more than $0.50 to the postage charged by the Post Office, actual Federal Express and US Postal Service rates are computed by our shopping cart program. Our shopping cart gives you the ability to see the shipping options and costs available before having to give us your credit card details.
We offer to ship to most international destinations, APO and FPO addresses as well as all U.S. Territories. Please see the specifics below.

CONTINENTAL UNITED STATES: We utilize both Federal Express or the US Postal Service for shipping to our domestic customers. Shipments over $99 with free shipping will usually be shipped via the US Postal Service, or via FedEx Ground or SmartPost. For USPS domestic shipping times and package trackability, please refer to the USPS website. Customers who select to have their parcel shipped by one of the FedEx Expedited Methods (Priority Overnight, Express Saver or 2 Day) will have their order processed and shipped the same day as it was received (assuming the order is received before 3:00PM Pacific Time on weekdays and excluding holidays). Please note that orders placed on Friday for next day delivery may not arrive until the following Monday. All other orders will be processed and shipped in a timely manner. Please note that Federal Express will not deliver to Post Office Boxes. Please select Priority Mail if you need us to ship to your PO Box. We ship orders from our warehouse in Los Angeles, CA.
Our website  will automatically calculate the cost for each available shipping method and allow you to select the one which best suits your needs. You will know the shipping cost before we ask for your credit card details, a feature which we know you'll like.

 

ALASKA AND HAWAII: We utilize both Federal Express or the US Postal Service Priority Mail for shipping to these States. You may choose either of the service methods which Fed Ex offers or Priority Mail. Due to the high cost associated with Fed Ex air services to your State, we advise that you select Priority Mail. For heavy shipments, you may want to select Parcel Post, which takes 2-8 business days, but generally costs less than Priority Mail. Customers who select to have their parcel shipped by one of the Fed Ex expedited methods (Next Day or 2nd Day) will have their order processed and shipped the same day as it was received (assuming the order is received before 3:00PM Pacific Time on weekdays and excluding holidays). All other orders will be processed and shipped in a timely manner. Please note that Federal Express will not deliver to Post Office Boxes. Please only select Priority Mail or Parcel Post if you need us to ship to your PO Box.
Our shopping cart will automatically calculate the cost for each available shipping method and allow you to select the one which best suits your needs. You will know the shipping cost before we ask for your credit card details, a feature which we know you'll like.

APO, FPO AND ALL US TERRITORIES: We will be happy to ship your parcel through the US Postal Service using their Priority Mail service. Our shopping cart will automatically calculate the cost for Priority Mail shipping. You will know the cost before we ask for your credit card details, a feature which we know you'll like. In some cases, shippments may be delayed when destination is a APO, FPO, or US Territory address.

 

INTERNATIONAL: We ship to Canada, Mexico, Brazil and most other countries. We offer Federal Express International service or any of the varied United States Postal Service international methods. Please be aware that First Class Mail parcels, while issued a tracking number, do not have their delivery status updated by the US Postal Service. For more information regarding international shipments using the US postal service please visit www.usps.com.
Please be aware that most governments will charge some amount of Duty or Tax on a shipment of merchandise. We advise that you investigate this and be prepared when the shipment arrives. Depending on the specific country, you can expect to be charged from 10% to 25% of the merchandise value. Customers have asked us why we have charged them this fee not understanding that it is not us who is asking for this Tax but in fact is the local Government. For insurance purposes we must declare the actual value of each and every foreign shipment.
Before ordering, please be certain that your Customs regulations do not require any import license. Also be certain that the items you will be ordering are not "prohibited goods". Certain EU countries also prohibit cosmetics from being imported from non-EU member nations. ***SHOULD ANY INTERNATIONAL SHIPMENT FAIL TO CLEAR CUSTOMS AND/OR BE CONFISCATED BY YOUR COUNTRY'S CUSTOMS OFFICE AND DESTROYED YOU ARE ASSUMING FULL FINANCIAL LIABILITY FOR ANY LOSS. WE WILL BE HAPPY TO REFUND ANY MERCHANDISE RETURNED TO US UNDER THESE CIRCUMSTANCES HOWEVER THE ORIGINAL SHIPPING COST WILL NOT BE REFUNDED UNDER ANY CIRCUMSTANCE.
Unless otherwise stated, ALL electrical appliances sold on our Web site are 110 volts. If you are ordering an electrical appliance to be shipped to a country which uses 220 or 240 volts, please inquire in advance of ordering if the specific appliance is suitable for use in your country. Under no circumstance are we responsible for costs associated with returning appliances which cannot be used due to such conditions.

 

BACKORDERS: If a product ordered is out of stock at the time of shipping, we will automatically backorder it and ship at no additional shipping cost when it becomes available. You will not be charged for any backordered item until it actually ships.
Unfortunately we cannot backorder and ship any order which is below $7.50 in value.


FREE SHIPPING OFFERS: Certain items at our website are shipped free of charge. There are two important factors which must be adhered to for this offer to be honored.
  1.  When Free shipping is offered on a single item or when the entire order meets the minimum for free shipping, the following shall apply.  The shipping option that is shown  as FREE ($0.00) must be selected at checkout.
  2.  If any other items are selected which do NOT include free shipping and if the total amount of the order does not meet our current free shipping offer, the free shipping offer will only apply to the the item(s), not the entire order.
  3.  A shipping charge will apply to ALL International shipments. Our free shipping offers are NOT APPLICABLE on International shipments.
  4. FREE SHIPPING OFFERS are only valid on orders that are within the continental US.
  5. Kneipp Sale Offer - All Kneipp products that reflect a special promotional sale price do not qualify for FREE SHIPPING and do NOT qualify for FREE SHIPPING on Kneipp orders that total over $99.00.
  6. GiGi Product Promo Offer - When discount promo code is used on any GiGi item(s), the FREE SHIPPING offer of 99.00 does not apply to GiGi orders that total over $99.00.

Privacy & Security

Your Privacy
At Ballbeauty.com, we recognize and respect the importance of maintaining the privacy of our customers and have established this Privacy Policy as a result. Below we describe what information we collect, how we collect it, what we use the information for and how you can instruct us if you prefer to limit the use of that information.

Why do we gather information?
Since our online inception in 1996, Ballbeauty.com has consistently provided our customers with quality goods and excellent customer service. We gather personal information to allow us to process your orders, to provide an enhanced and more personalized shopping experience and to inform you of special offers and discounts.

What information do we gather?
Through our Web Site and emails, including when you place an order, we may collect the following

information: your name, telephone number, email address, products purchased and any gift recipient's name, address, telephone number and email address. Information you enter is not collected if you cancel or do not complete an order.  We may be tracking the conversion of online (the order total ONLY, and not customer information) orders with google adwords and microsoft adwords at any given time.  

How we use "cookies"
A "cookie" is a small file stored on your computer by a Web site which gives you a numeric user ID and stores certain information about your activity on the site. We use cookies to let us know that you are a prior customer and to provide certain features to you, for example to store information on your product selections as you shop on our site, but we do not store any personal information (except your name and shipping information) or financial information about you using cookies. Most web browsers automatically accept cookies, but most allow you to instruct your browser toprevent the use of cookies. However, if you disable this feature, the shopping basket will not function properly
.

How we use the information we collect about you
We use information we collect from you to process your orders, to provide an enhanced and more personalized shopping experience and to inform you of offers and discounts from Ballbeauty.com. We never make such information available to other parties. Should you ever receive an email offer from us, you will be given the opportunity to opt out at any time.  You may remove your email address from our mailing list by clicking on unsubscribe.

The security measures that we use
Your online credit card transactions are secure with Ballbeauty.com. We use Secure Socket Layering (SSL), the industry-standard encryption technology that ensures safe Internet transmission of your personal information. When the letters "http" in the URL change to "https," the "s" indicates you are in a secure area employing SSL. Also, your browser may give you a pop-up message that you're about to enter a secure area. To view our current Comodo Certificate, please click the link below. We are also an active member of the Better Business Bureau. Please click the link below to view our reliability report.

Returns & Replacements

As a retailer (having been in business for over 60 years) we understand the customer's need to know that if they are not satisfied with a product it can be returned. Selling online to a person who may never have seen the product in person increases the likelihood that the item purchased might be returned. Being a small business we will work with the customer to authorize a return only if we can return the product to our supplier for credit or replacement. If we can re-sell the product as new or be reimbursed by our supplier, we will not have any reason to deny your request.

We insist that you contact us in advance for a return authorization citing why you wish to return the merchandise.

Any unused, unopened product may be returned for a full refund or exchange, within 30 days from original purchase date as long as you have requested and received a return authorization. Please contact us at sales@ballbeauty.com

Any item returned to us without a return authorization will be subject to a 20% restocking charge.

APPLIANCES: Any 110 volt electrical appliance found to be MECHANICALLY defective within THIRTY DAYS  OF PURCHASE may be returned for replacement or refund. 220 volt appliances are not returnable under any circumstances nor are 110 volt appliances used on 220 volt current with an adapter.  
Unless otherwise stated as being a 220 volt or dual-voltage appliance, ALL electrical appliances sold on our Web site are 110 volts. If you are ordering an electrical appliance to be shipped to a country which uses 220 or 240 volts, please inquire in advance of ordering if the specific appliance is suitable for use in your country. Under no circumstance are we responsible for costs associated with returning appliances which cannot be used due to such conditions.
Should an appliance become defective after 30 days of purchase, please contact us for specifics. Appliances which are not defective but not to the customer’s liking, may be returned for a refund or exchange within 30 days of purchase as long as the appliance is in the exact same condition as when received, including the display packaging. The power cord should not be unraveled, the plastic case and/or plates cannot be stained or scratched and any included accessory and all instructions must be included. Again we must reiterate that the appliance and packaging must be in the exact same condition as when it was received. To guarantee the likelihood that we will authorize a return, we suggest that you follow 2 easy rules... do not unravel the power cord and do not throw away the display packing until you have decided to keep the appliance. ANY APPLIANCE RETURNED IN A CONDITION WHICH PREVENTS US FROM SELLING IT AS NEW WILL BE SUBJECT TO A 20% CHARGE.

COSMETICS: Used cosmetics and eyelashes may not be returned. In order to authorize a return on cosmetics, the product must never have been used. We offer lines such as Jan Marini and Trucco as a courtesy to customers who are familiar with products in the line. We will not accept any returns if the products have been used. This is one of the downsides to purchasing cosmetics online! 

NAIL POLISH: If you do not like a particular color and did not use it, we will authorize a return.

HAIR REMOVAL AND DEPILATORY PRODUCTS: NO REFUNDS OR EXCHANGES will be accepted on ANY OPENED OR USED hair removal (depilatory) products. All of the products we sell have been proven to be effective by professional estheticians.

HAIR COLORING PRODUCTS: NO REFUNDS OR EXCHANGES will be accepted on ANY OPENED OR USED hair coloring product. All of the products we sell have been proven to be effective by professional cosmetologists.

SKIN CARE PRODUCTS: We are confident that you will be satisfied with all of the skin care lines we offer. If you are  allergic to a product we will be happy to authorize a return. If we do authorize a return, STORE CREDIT ONLY will be issued.... NO REFUNDS. If any other situation arises where you feel a return is necessary, please contact us to discuss the specifics.

HAIR BRUSHES: Under no circumstances  may a used hairbrush be returned, unless a manufacturing defect exists. If you purchase a hair brush and it has never been used, it may be returned as long as you request an authorization to do so.

WET LINES (HAIR CARE PRODUCTS): The majority of our customers are familiar with the hair care products they purchase. Sorry but we are unable to accept returns on any used hair care products... no exceptions. SUNDRIES/HARD GOODS/MIRRORS: Any such product may be returned as long as the return is made within 30 days of purchase. The product must be in its original packaging, in perfect condition with all paperwork included and can be restocked and resold as new. INTERNATIONAL SALES: All sales to customers outside the United States and its Territories are final. Any and all V.A.T, Taxes and/or Duties which may or may not be levied by your government is the receiver's sole responsibility for payment. Please check with your government's Customs office for details before making your purchase. Shipments which do not clear foreign Customs and are returned to us unclaimed will be assessed a 20% restocking fee as well as the original shipping cost being deducted from the refunded amount. Purchases of 110v appliances used with an adapter on 220v current is the sole responsibility of the purchaser. All manufacturer warranties are void with such usage. We make no claims that any 110v appliance will function properly when used on 220v with a voltage converter. Such usage is AT THE CUSTOMER'S RISK. Should we elect to grant an appliance return from an International customer, all return shipping costs are the responsibility of the customer.

EXCHANGES: We will be happy to authorize a return for an exchange on any product as long as it can be restocked and resold as new. If the product is defined as returnable in the previous sections, please contact us. Please note: The customer is responsible for all shipping charges including the cost to ship an exchange.

SHIPPING ERRORS:  Yes, we are human and we do make mistakes from time to time. Should we make an error and send you something that you did not order, you may return the item. We will rectify the error in a timely manner and reimburse you for any shipping expense you might have incurred. Please contact us to discuss the details prior to returning any item.

DELIVERY DELAY IN EXPEDITED ORDER REQUESTS: All UPS Expedited orders (Next Day, Second Day and Three Day) will be shipped on the same day as received assuming the order is submitted before 5PM Pacific Time Monday through Friday. If for ANY reason UPS is unable to deliver on-time OTHER THAN FOR A WEATHER RELATED REASON, we are happy to refund the shipping charge as long as we are notified within 15 days of the shipping date. We are not however responsible for the cost to return the product to us if the delay makes it necessary to return the product since it was received too late. The customer is responsible for any and all returned item shipping charges.

PRODUCT REPRESENTATIONS: We strive to update our site with as much accurate information as possible in regards to product descriptions, photos and model numbers. We cannot however be responsible for changes made by manufacturers to specific items. Manufacturers are always making changes to products and not always telling us about those changes. If a product's design, contents or ingredients is changed without our knowledge we cannot be held responsible for shipping the 'new and improved' version of the product and will not be held liable for return shipping charges if the customer is not satisfied with the product. If you are looking for a specific version of any product, please contact us in advance of ordering to inquire if the specific version is available.

DAMAGED ITEMS: If any item should arrive damaged or broken as a result of inferior packing or mishandling by the delivery carrier, we require that notification be made to us within three (3) days of receipt. We require the damaged or broken items and all packaging and cartons be kept in the customer's possession until we are able to rectify the situation with the carrier. At our discretion we will either replace the item at no charge or issue a refund.

BACKORDERS: If a product ordered is out of stock at the time of shipping, we will automatically backorder it and ship at no additional shipping cost when it becomes available. You will not be charged for any backordered item until it actually ships.
Unfortunately we cannot backorder and ship any order which is below $7.50 in value.

CANCELLED ORDERS: Any order cancelled by the customer prior to processing will be deleted from our system without any charge. Should an order be cancelled by the customer after it has been processed and shipped, the customer will be responsible for returning the parcel at his expense or refusing delivery. Upon receipt back to our warehouse, the merchandise cost on the refused or returned parcel will be refunded to the customer's credit card less the original shipping cost.

FREE SHIPPING ITEMS WHICH ARE RETURNED: If an item which was ordered under our "Free Shipping"  special is returned for a refund, the original shipping charge we incurred will be deducted from the amount refunded to your credit card.

All returned items must be sent at the customer’s expense. Shipping costs on returns as well as the original shipment are never refundable. If we have authorized a return, please ship the item back to us within 10 days of having received the authorization. Please enclose a copy of the original invoice or email confirmation if possible. Give us a short description of the situation on the invoice and be sure that a daytime phone number is included so we can contact you if necessary. Please pack the item in a manner which will ensure it arriving undamaged. Our address for all returned items is, 


Ball Beauty Supply: Attn Returns
1535 S. La Cienega Blvd., #B
Los Angeles, CA 90035

updated 2/22/2013