We have head lice. Help!
Q. How long do I need to treat hair that has lice?
A. We recommend you treat the individual with 1-2 applications the first day and then 1 time the next day. You can use the Lice Good-Bye® as many times as necessary until all the nits are gone. For the next two weeks, keep checking and combing through to see if you’ve missed any nits. Nits are very small and hard to find – be diligent and keep combing!
CLICK HERE to watch our instructional video on how to use Lice Good-Bye®.
How do we prevent head lice?
Q.What should I do to prevent head lice?
Q. What is in your products that help prevent head lice?
A. We use organic herbs of rosemary, citronella, tea tree and lavender combined with vitamins and minerals to deep clean, condition and most importantly protect our children from head lice. Lice do not like the smell of these herbs and therefore, stay away from hair coated in them. That is why we always say, “A spray a day keeps the lice away!”
Q. Do I need to use all the products every day?
A. You don’t need to shampoo and condition every day – lice like clean hair. It’s easier to attach to a clean hair shaft than a dirty one. However, we do recommend using the Rosemary Repel® Leave-In Conditioning Spray
along with the Gel
or Hair Spray
each day to add a fresh layer of fragrance on the hair before school.
Q: Do all of the Fairy Tales products prevent head lice?
A: No, only the ones that are specifically marked, Rosemary Repel®. Any products with a red cap are our Rosemary Repel® line products. CLICK HERE
to see instructions on how to use Rosemary Repel® Hair Care
to prevent head lice.
Additional questions about fairy tales hair care products
Q: Are your products all organic? Do they contain parabens?
A: The herbs in our products are organic. Not many things are 100% organic. In fact, due to the lack of preservatives, all natural products can actually be more dangerous as they spoil quicker! Our products are sulfate, paraben and phthalate free.
Q: Are your products gluten-free?
A: Most of the Fairy Tales products are now free of gluten, nuts, soy and dairy. However, with any allergy, we recommend doing a test patch first. A FEW EXCEPTIONS ARE OUR LICE GOOD-BYE® AND SLEEP TITE WHICH CONTAIN GLUTEN AND OUR BUG BANDIT WHICH CONTAINS SOY.
Q: Can your products cause an allergic reaction?
A: Please check the product pages for a list of our product ingredients. If you are allergy sensitive, please refer to the list and consult with your doctor before using our products.
Q: Do you offer travel size products?
Q: Is it safe to use your products if you are pregnant?
A: Our products are non-toxic, however we always recommend checking with your doctor first.
Q: Can your products be used on infants between the ages of 6 months to a year?
A: we recommend consulting your doctor first. Bug Bandit
should be used on children over the age of 3.
Q: Do you only have products for lice or do you have hair care products for everyday use?
A: Rosemary Repel® Hair Care
should be part of a daily regime. Our formula’s deep clean and condition and the organic herbs are the added bonus to help prevent head lice. We also recommend our checking out our other great lines such as the Sun & Swim
line of clarifying shampoo and conditioner, Tangle Tamers
for detangling solutions and Curly-Q
for curly tops.
Q: Are your products safe to use on color treated hair?
A: Yes, our products are pH balanced and safe for color treated hair. We do recommend doing a patch test first.
Q: What are the ingredients in your products?
A: The list of our product ingredients can be found on each product page.
Q: What is the shelf life for Fairy Tales Hair Care products?
A: All of our hair care products have a 3 year shelf life. The Lice Good-Bye®
has a 2 year shelf life.
Q: How do I know if I my bottle is expired?
A: Look on the bottom of the bottle. The first 5 numbers are the Julian date the product was made. Products are good for 3 years from that date. For our Lice Good-Bye®
there is an expiration date stamped on the bottle of mousse.
Questions about a new or existing order
Q: How do I update my account info (address, phone, etc.)?
A: First you must log into your account by clicking on the LOG IN link located in the top right corner of the website. After logging into your account, click on the MY ACCOUNT link located next to the LOG IN link and you will be able to manage and update your account info.
Q: I placed an order online but did not receive an order confirmation. Did my order go through?
A: All confirmed orders are sent an email to the email address associated to your account to verify that the order was placed. Check your spam folder first to see if the confirmation email is there. If you are unable to locate the confirmation email, then please contact us via our “contact form” or call us at 1-888-244-1990 between 9-5 EST Monday-Friday to check to see if your order was received.
Q: When I checked the status of my order, it says “Gateway Payment Failed”. However, my credit card company shows a pending charge. Did the order go through or did it not process properly and how do I rectify the pending charge?
A: A “Gateway Payment Failed” status indicates that the order payment did not process and failed so the order did not process properly. If you are seeing a pending charge on your bank statement this is due to the initial payment process attempt that was made when you tried to place the order. Since the order failed, the pending charge should clear from your bank statement within 2 business days. If the charge does not clear from your bank statement within 2 business days, we advise contacting your bank to acquire more information on the pending charge.
Q: How do I check on and track the progress of my order?
A: First you must log into your account by clicking on the LOG IN link located in the top right corner of the website. After logging into your account click on the MY ACCOUNT link located next to the LOG IN link and you will see a list of your past orders. Click on the VIEW button next to the order you want to check on or track the progress of to see what the status is of the order.
Q: I received my order but did not receive the correct products. How do I go about correcting my order?
A: Please contact us via our contact form or call us at 1-888-244-1990 between 9-5 EST Monday-Friday to inform us of the issue so that we can work with you to get you the correct products.
Q: I am having problems placing an order through your online store. Is there any other way that I can place an order?
A: If you are unable to successfully place an order online, please call us at 1-888-244-1990 between 9-5 EST Monday-Friday.
Q: Can I use multiple coupons on a single order?
A: No, you can only use one coupon per order.
Q: What forms of payment types do you accept?
A: Credit cards (Visa, Mastercard, Discover and AMEX) and Paypal
Q: Can I purchase Fairy Tales products via mail order?
A: Yes, but payment must be received prior to the order being sent out. Please call us at 1-888-244-1990 between 9-5 EST Monday-Friday for more assistance.
Q: Do you ship internationally?
Q: I am trying to place an order and it says my coupon code is not valid. Are the coupon codes case sensitive?
A: Our coupon codes are not case sensitive. Please check the expiration date. Some coupon codes are a special promotion that come with an expiration date. We cannot guarantee coupon codes found on sites such as retailmenot.com will be valid at the time of purchase. For the most current promotions and coupons, please make sure you are on our newsletter list.
Q: I would like to purchase the product locally. How do I find stores in my area that carry your products?
A: Please visit our SALON LOCATOR
page. We recommend calling salons before you go to make sure all products are in stock.
Q: Is your website secure?
A: Yes, we have the highest level of site security available for online transactions. We use Symantec for our site SSL and you can CLICK HERE
to see our SSL site seal. We also do not store any credit card numbers in our system so that your payment information stays secure.
Q: Do I have to register on your site to make a purchase?
A: Yes, you do need to create a shopper account in order to make a purchase through our online store. By creating a shopper account you will receive an email confirmation and receipt of your purchase. We do not share any of your account information with any other company so your information stays secure and private. If, for whatever reason, you are not comfortable creating a shopper account through our online store then please call us at 1-888-244-1990 between 9-5 EST Monday-Friday to place an order over the phone.
Q: Do you offer schools, charities and pediatricians free information and/or products?
A: Yes, please contact us at 1-888-244-1990 and we will be happy to take your request into consideration.
Q: What is your shipping policy?
A: We ship via UPS and FedEx. P.O. Box orders are shipped via USPS. All orders received by 3:00 EST Monday-Friday are usually shipped that day. Certain exceptions apply and Fairy Tales Hair Care cannot be held responsible for any weather related delays, holiday closing, etc.
Q: How is my order being shipped?
A: All orders are shipped via standard ground delivery unless otherwise specified. Express delivery options are available at checkout. Expedited shipping order cut off time is 3 p.m. EST.
Q: I would like coupons and discount information.
A: Please sign up for our newsletter. We will send out pertinent information, new product announcements as well as specials, coupons and discount codes.
Q: What is your refund and return policy?
A: Fairy Tales accepts all returns and will refund your purchase minus the charge of shipping.
Your complete satisfaction is our top priority. If you are not 100% satisfied with your purchase, we will gladly accept returns of packages within 365 days of the sale date. All we ask is that the product is not used or expired, is in the same condition you received it and is in the original box and/or packaging. Unfortunately, we cannot extend this return policy to resellers of our product or purchases made outside of fairytaleshaircare.com.
All return credits and refunds are processed within approximately 7-10 days upon arrival at our distribution center. Customer is responsible for return shipping fees.
Please call our office at 1-888-244-1990 between 9-5 EST Monday-Friday and speak to a representative so that we may discuss your concerns.