ORDER FAQ'S
Please note that My Own only ships to addresses in the USA or Canada. My Own cannot ship to P.O. Boxes.
By accessing, browsing and using this site, including but not limited to ordering and using products sold on this site, you are acknowledging that you have read, understand and agree to (without limitation or qualification) the following legal terms and conditions. If you do not agree/accept these terms we advise that you not purchase from this website.
Ordering Products: We take payment via Pay Pal.
WE DO NOT SELL FRAGRANCES BY THEMSELVES
THE FRAGRANCES LISTED ON OUR WEBSITE ARE STOCK TO PUT IN THE PRODUCTS
To place an order for items, customers are to fill out one order form for each product you wish to order. An order form is required for all orders including sample kits.
Once you submit your order form(s), you will receive invoices as follows. Please note that product quantities actually shipped may be plus or minus up to 10%. For example, if you place an order for 100 bottles of shampoo, you may receive anywhere from 90 - 110 bottles. You will only pay for the quantity shipped.
You will receive 2 invoices as follows:
Initial Invoice: The initial invoice you receive will be right after you place the order. This invoice will be just for the amount of product you ordered (e.g. 100 bottles shampoo x $ 6.00 each = $ 600). This initial invoice is due immediately in order for us to make your product. If after receiving your invoice, you decide that you are no longer interested in the order, please contact us within 48 hours to cancel the invoice request. Unpaid invoices are generally cancelled within 72 hours and the order is cancelled.
Final Invoice: You will receive a final invoice for the shipping costs as well as an adjustment for product quantity. If we shipped more than you ordered (up to 10% more), there will be an addition for this quantity. If we shipped fewer than you ordered (up to 10% fewer), your final invoice will have an adjustment to subtract the cost of the items not shipped. This final invoice is due upon receipt so that we may ship your product. Once you have paid your final invoice, we will ship the product to the shipping address you have put on your form.
Product Quantities:
We offer products in specific increments from 100 to 500 units. These increments are not changeable. See each individual product page for the quantities offered. If you want larger quantities, please send us an e-mail with product details and quantities for a quote.
Shipping Times/Order Processing Policies:
We strive to prepare your order within 6-10 weeks once we receive your initial payment. We will ship your order after we receive your final payment. Since the products are custom made it does take a while to make and fill them. If we need to order materials or packaging for your order, it may take longer and we will inform you of any unusual delays. Sample kit orders are usually shipped within 2-10 business days from the day the order is placed and payment has been made. This schedule doesn't include weekends or holidays. Due to complex international regulations, we only ship within the US and Canada.
You will be sent a final invoice with shipping charges and any product quantity adjustment charges once the order is ready for shipment. Once that final invoice is paid, we will ship your order within 6 business days or notify you of a delay. Your order will be shipped to the Shipping Address you entered on your order form. Hence, it is wise to check the shipping address that is printed on the final invoice before paying it.
We are not responsible for incorrect shipping addresses. If the product is returned to us or if additional shipping charges result due to rejection of shipment, incorrect or changed shipping address, or other issues on your end, we will send you an invoice for those charges.
For larger shipments, it is safer to ship via trucking company as there is less damage because your cases of product ship wrapped on a wooden pallet. It is often more economical for your product to be shipped by a trucking company and not by UPS. We refer our customers all to a freight company for quotations. Additional fees for each pallet ($ 30 per pallet minimum) will apply. It is important to tell the freight company the following prior to shipment if you need any of these:
- A liftgate - which has extra charge
- A delivery appointment - which has an extra charge
- Any other services/accommodations – extra charges will depend on the situation
Outstanding Customer Service Assistance:
Our staff is well trained and knowledgeable to answer your questions and address your comments or other issues that may arise.
Customers may contact us via e-mail from our Contact Us page. Our regular customer service/business hours are Monday - Friday from 9 am to 4 pm PST (or daylight time in summer). We will strive to respond to all inquiries within 3 business days after the inquiry has been received. For record keeping purposes, we DO NOT provide product assistance, customer service, or order details via phone. These matters are handled via e-mail exclusively. If you have any questions regarding the status of your order as well as general information regarding our products, please first check our FAQ's pages on this site and then if you can't find the answer to your question, e-mail us and we would be happy to assist you. Our promise to you in our customer service department is to answer your questions, concerns or problems that you may have as quickly as possible.
Sales/No Refund Policy:
All sales are final. Products & sample kits sold on our website are considered customized items as each order is filled to suit your specific order. For this reason we cannot accept returns. We do not guarantee results as hair and skin respond differently to different products. If you are unsure of how a product will work, please order sample kits to test out the products. We do not guarantee changes in product color, odor, or stability over time as we are not responsible for the storage, shipping, and use conditions once it leaves our warehouse. We do not issue in store credit, refunds, or discounts. Due to the nature of our products, we do not provide exchanges; there are no exceptions to our policy. All orders are double checked at our order fulfillment facility. We have a high success rate in processing and shipping orders without any mistakes made on our behalf. If, however, we do make an error during order fulfillment we will correct any errors made by our staff. All shipping companies are responsible for delivering packages in the manner in which they were shipped. In the event that your items are damaged during transit, you will be responsible for contacting and collecting from the shipping company for damages and placing a re-order for your product.
It is imperative that recipients inspect merchandise upon delivery and communicate concerns with us immediately for resolution. Customers have 7 business days from the date of receipt of their order to inform us of discrepancies, after this point the order is considered final and completed. There are no exceptions.
Products:
We strive to provide products of excellent quality in a consistent manner. We make every effort to describe as accurately as possible the products that appear on our site. However, we cannot guarantee differences in actual product verses your perception of the product. Due to the customized nature of products with the addition of herbal extracts, fragrances, and natural botanicals, your product may vary in color, consistency, and odor from the description and/or previous orders. These differences do not change the efficacy of the product and are not cause for concern. Note that during seasonal temperature changes products can become thinner or thicker. We will not replace your product if it is not the viscosity that you expected or varies in color or odor. While samples can give you a general idea of what a larger size will be like, sometimes there can be slight differences. Natural ingredients do vary from lot to lot and thus a finished product can have slight variations. All of our products and ingredients are carefully chosen for quality and are manufactured under GMP Standards.
Ownership of Formulas:
My Own Hair Bath Body owns all rights to the formulas presented on this website.
Shipping & Delivery:
We ship UPS Ground or Common Carrier depending on the size of your order. We ship to addresses within the US and Canada. We cannot ship to a P.O. Box. A tracking number for UPS shipments will appear on your final invoice. At the point of shipment, it is your responsibility to keep up with and track your own package. While we would like to be informed of any problems that arise with the shipment of your product, if issues do arise, it is the buyers responsibility to contact the shipping company in order to resolve the issue. We are not responsible for events outside of our control such as packages damaged during transit, incorrect address provided by buyer, or packages lost, tampered with, rifled through or misdirected by UPS or stolen by a third party.
Incorrect Address / Non Deliverable / Refused Shipments / Address Changes:
If you made an address error, this includes, but is not limited to: providing an incorrect address and/or old address, you are fully responsible for the additional shipping or address correction fee charged by the shipping company as well as re-ordering the product if it is lost or damaged. You will not be issued a refund if you mistakenly have your items delivered to the wrong address. There are no exceptions to this policy, so please double check the shipping address on your final invoice before paying it. If you refuse your shipment or reshipment, you will be responsible for any fees incurred by the shipping company. You will not be issued a refund. Shipping charges are not refundable.
Cancellations & Order Changes:
Orders can be cancelled and/or altered within 48 hours after order placement. There are no exceptions. We are not responsible for order placement mistakes made by the buyer. No exceptions. For this reason, please e-mail us if you have questions or are not sure how to proceed with placing an order. After 48 hours from order placement the sale is considered final and cannot be canceled or altered. There are no exceptions to the 48 hour limit. We respect and appreciate our customers and strive to give the best customer service. In the event of conflicting interests, disputes, or policy violation, we want to try to resolve the issue to everyone's satisfaction. However, we reserve the right to refuse service to anyone, at anytime, with or without cause or reason. We pride ourselves in customer satisfaction and professionalism, and expect the same respect from all customers. In the event of conflicting interests, disputes, or policy violation, we reserve the right to refuse future service and refund all monies payed by the customer (unless order has already been filled and/or shipped) without notice. We reserves the right to cancel pending orders for issues due to failure/refusal to review/agree to our Order Policy, suspicious activity/unverified and unconfirmed accounts and conflict. No exceptions.
Zero Tolerance Chargeback Policy:
Customers are urged to contact us by e-mail prior to filing a chargeback. Our objective is to provide excellent products to happy customers. In many cases, a problem can be resolved simply and easily to everyone's satisfaction. A chargeback occurs when a customer contacts a credit card-issuing bank to initiate a refund for a purchase they made on their credit card. Since chargebacks are costly and can add a considerable amount to our operating costs, which will ultimately affect the ability to provide the best prices for our valuable customers, we will not tolerate chargeback abuses. All abusers will be reported to the Chargeback Protection Project, which may affect an abuser's ability to purchase at other online retailers across the United States. In all cases where the chargeback is clearly fraudulent and/or an attempt to circumvent our policies and contract, we will file a report with the IFCC (Internet Fraud Complaint Center), the customer's local authorities as well as with the Better Business Bureau. You are fully responsible for paying all monies owed to us. In respect of any payment made by you, you agree that you will not make any charge-backs, and/or deny or reverse any such payment and will reimburse the Supplier for any charge-backs, denial or reversal of payments you make and any loss suffered by the Supplier as a consequence. In the event that payment of a shipped order is reversed by you or a third party payment processor you are responsible for making payment to My Own Hair Bath Body immediately. Payment is due within 24 hours of reversal. Past due amounts will accrue a penalty of $1.00 per day until payment in full is made. Delinquent accounts are turned over to a collection agency and reported to the credit Bureau.
Typographical Errors:
In the event that a product on this website is mistakenly listed at an incorrect price, My Own Hair Bath Body reserves the right to refuse or cancel any orders placed for product listed at the incorrect price. My Own Hair Bath Body reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, My Own Hair Bath Body shall issue a refund to your credit card account in the amount of the incorrect price.