Free Shipping On Orders Over $50 and Free Samples with Every Order

Ouai Logo
Ouai Logo

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.
 
MATERIAL SAFETY DATA SHEETS
Safety data sheets are available for all OUAI products.  Please contact ouai@theouai.com for more information.  
 

 

GENERAL QUESTIONS:

For general inquiries, please visit our Contact Us page.

 

ORDERS:

PAYMENT OPTIONS
We accept debit and credit cards including Visa, MasterCard, American Express and Discover. We do not accept cash, personal checks, money orders, or cash-on-delivery.
 
SALES TAX
If your shipping address is in the state of California, 9% Sales tax will be applied to your order, Sales tax of 8.875% will be applied to orders shipping to New York. 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 cancelled, 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 cancelled. 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
Please contact Customer Service at help@theouai.com to cancel an order that is in Pending status. Order cancellation is not guaranteed as we aim to ship our orders quickly. We regret that we are unable to cancel an order that is in Processing status.
 
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. 

 

 

SHIPPING AND RETURNS:

SHIPPING RATES – NORTH AMERICA
 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. 

ORDER PROCESSING
Orders are typically processed within two to three business days. Monday through Friday, excluding holidays.
 
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.

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 checking out. You must be logged into your account to apply the code to your order. Only one promo code per order. Promo codes and discounts cannot be added to an order after it has been placed.

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