ANSWERS TO
Frequently Asked Questions
General
What do I do if my product isn't working properly?
Please review the product directions and usage instructions first, as many professional hair care products must be used in a specific way for best results. If you still believe the product is not performing correctly, contact us with your order number, the product name, and a brief description of the issue. Photos or additional details may help us evaluate the concern more quickly.
What do I do if my product stops working?
If a product appears defective or stops working as expected, please contact us as soon as possible with your order number, product name, and a description of the problem. We may request photos, batch information, or additional details so we can review the issue and determine the best next step.
How does international warranty work?
At this time, warranty or product support may vary depending on the manufacturer, product type, and where the item was purchased or shipped. If you have a warranty-related question, please contact us with your order number and product details, and we will help determine what support options may be available.
Where are your products manufactured?
Manufacturing locations vary by brand and product line. Chem Steel distributes products from multiple professional beauty brands, and each manufacturer may produce, package, or source products differently. Please refer to the product packaging for the most accurate manufacturer information, or contact us if you need details about a specific product.
I've purchased my product within the year but it is not working. What do I do?
Please contact us with your order number, product name, purchase date, and a description of the issue. Depending on the product, manufacturer policy, and condition of the item, we will review the situation and let you know whether a return, replacement, manufacturer claim, or other resolution may be available.
Shipping & Returns
Can I return a product if I'm dissatisfied?
Chem Steel has a 30-day return policy. To be eligible for return, the item must be unused, unopened, in its original packaging, and in the same condition you received it. Because we sell beauty, salon, and professional-use products, opened or used products may not be eligible for return due to health, safety, and product-integrity reasons.
Are any purchases final sale?
Yes. Certain items may be final sale, including clearance items, sale items, gift cards, special orders, opened products, used products, and items that cannot be returned for health, safety, or product-integrity reasons. Any final sale restrictions will apply according to our Refund Policy and any product-specific terms shown at the time of purchase.
When will I get my order?
We work to process and ship orders as quickly as possible. Once your order ships, you will receive tracking information by email. Delivery times vary based on your shipping location, carrier service, order size, weather, and other factors outside our control.
Where do I ship returns?
Please contact us before sending any return. If your return is approved, we will provide return instructions and the correct return address. Items sent back without first requesting a return may not be accepted.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location, selected shipping method, and the items in your order. You will be able to review the shipping cost before completing your purchase.
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