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FAQS

PRODUCTS:

WHERE ARE OUAI PRODUCTS MADE?
OUAI Haircare products are developed and produced in the United States.
 
PARABENS
OUAI Haircare products are produced without the use of parabens.
 
PHTHALATES
OUAI Haircare products are produced without the use of phthalates.
 
SULFATES
OUAI Haircare products are produced without the use of sulfates.
 
ANIMAL TESTING
As a cruelty-free brand, OUAI does not incorporate animal testing into our development phase or at the production level. We do not provide authorization to any third parties to perform animal testing on our products. In addition, OUAI does not retail within any country that requires animal testing. 

 

GENERAL QUESTIONS:

For general inquiries, please visit our Contact Us page.

 

ORDERS:

PAYMENT OPTIONS
We accept Visa, MasterCard, American Express and Discover, PayPal and Apple Pay. We do not accept cash, personal checks, money orders, or cash-on-delivery.
 
SALES TAX
Sales tax will be applied to orders shipping to California, Florida, Georgia, Illinois, Maryland, Massachusetts, New Jersey, New York and Texas. For orders shipped to other states, your state and/or municipal government may require you to declare your purchase and directly pay appropriate sales tax amounts to them.
 
PAYMENT AUTHORIZATION
For optimal security, when an order is submitted an authorization request is sent to the issuing bank. The issuing bank then verifies billing information, the validity of the credit card, and the availability of funds. If the card information is valid and the funds are available, the bank puts an authorization hold on the funds. An authorization is only a hold on the funds for a possible future transfer of funds.
 
When an order is placed, two transactions will post to your account: 1) an authorization hold which holds the funds for the pending charge, and 2) a charge for the order upon shipment which removes the funds from the account.
 
If an order is canceled, the authorization hold will be removed from the account by the issuing bank. Please contact the issuing bank for inquiries related to the removal of authorization holds.
 
ORDER CONFIRMATION
After an order is placed, an order confirmation email is sent to the email address provided during order placement. The order confirmation email includes the order number and all of the order details. Once an order confirmation is received it means your order is being processed and cannot be canceled. A shipment confirmation email is sent once the order ships from the fulfillment center. The shipment confirmation email includes the shipping tracking number and all of the order details.  
 
ORDER CANCELLATION
We are unable to cancel or modify an order after it's been submitted since we aim to process all orders as soon as possible. If you have any questions about your order, please email team@theouai.com.
 
For security purposes, we are unable to re-direct a shipped parcel to a secondary shipping address. If a shipper is unable to complete delivery to the original shipping address provided, the parcel will be returned to the fulfillment center and processed as a return. 

MAXIMUM PURCHASE POLICY
We limit orders to no more than seven units of any item. If you have any questions regarding these, please contact us by e-mail at team@theouai.com.

Eau de Parfums is limited to no more than four units per customer/household. 

 

 

SHIPPING AND RETURNS:

SHIPPING RATES – CONTINENTAL UNITED STATES
 Ground shipping for orders $50.00 and over* FREE
Ground shipping for orders under $50.00
$7.95                        
* Applies to the continental U.S. only.  Orders to Hawaii and Alaska will incur a shipping rate of $7.95 for all orders--both below and above $50.00. 
 
We do not ship to P.O. Boxes. 
Due to aerosol shipping restrictions, we are unable to ship aerosols to Alaska and Hawaii.


ORDER PROCESSING
Orders are typically processed within two to three business days. Monday through Friday, excluding holidays. Orders placed on Saturday and Sunday will be processed the following Monday
 
ORDER TRACKING
When your order ships from our fulfillment center, you will receive a shipment confirmation email that includes a tracking number from a major US carrier.
 
RETURNS / EXCHANGES
Your satisfaction is important to us! We have a 15-day return policy. See the full details on our Return Policy page. We accept unopened Supplement returns within the 15-day window. Please remember the Supplements take at least 90 days for the results to become visible.

SAMPLES
We offer free sample(s) with every purchase. Samples are added to the cart automatically and are subject to availability. 
 
PROMOTION CODES / DISCOUNTS
The promo or discount code must be entered in the discount box at checkout to receive the current promotion or discount before placing the order. You must be logged into your account to apply the code to your order. Only one promo code per order and in some cases promo codes can only be redeemed once per person. Promo codes and discounts cannot be added to an order after it has been placed. All promo codes are available for a limited time, while supplies last, cannot be use once expired, have no cash value or be applied to previous purchases.

When checking out on a mobile device the promo or discount code must be entered at checkout under order summary. Promo codes and discounts cannot be added to an order after it has been placed.

LOYALTY:
HOW DO I JOIN THE OUAI LOYALTY PROGRAM?

Join our loyalty program by creating an account on theOUAI.com

HOW DO I EARN POINTS? 

Earn points by making purchases and taking actions on our site like leaving reviews or following us on Instagram and Facebook. View more ways to earn here. 

HOW DO I REDEEM MY POINTS? 

Redeem your points for rewards by logging into your theOUAI.com account and visiting the rewards panel here. Select the reward you want and claim it when you place your next order.   

I'VE TAKEN ACTIONS ON THE SITE BUT MY TIER HASN'T CHANGED, WHY? 

Tiers are based on spending only. Every time you make a purchase you'll move closer to the next tier. 

I DON'T HAVE ACCESS TO CERTAIN REWARDS, WHY?

Some rewards are exclusive to higher tier levels. Keep making purchases on theOUAI.com to unlock more rewards.

WHAT ELSE DO I NEED TO KNOW ABOUT YOUR LOYALTY PROGRAM

Visit our Rewards page to get even more information. Please note, all rewards are subject to availability and may be changed at any time. And, for all the legalese, visit our Terms of Use

 

PET SHAMPOO

Through the launch of OUAI Pet Shampoo, we are excited to support the Vanderpump Dog Foundation, a 501(c)3 non-profit charity that is working on both a domestic and international front to help create a better world for dogs globally. Pet Shampoo is limited edition, and 15% of all proceeds with be donated to the Vanderpump Dog Foundation.

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