FAQs

How Can We Help?

Frequently Asked Questions

How long should I use Lice Good-Bye®?

Lice Good-Bye® helps condition hair to make it easier to remove lice with the Terminator™ Comb. 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 for removal. For the next two weeks, keep checking and combing through the hair to ensure complete removal.

I am using your Lice Good-Bye® and I am still seeing live bugs, is that ok?

Is the comb out really that important?

How often can I / should I use Lice Good-Bye®?

What botanicals are in Rosemary Repel® that lice don’t like the smell of?

Do I need to use all the Rosemary Repel® products every day?

Do your formulas contain parabens?

Are your products all organic?

Are your shampoos “tear free”?

Are your products gluten-free?

Are your products produced in a Nut Free facility?

Here at Fairy Tales Hair Care, we choose to use ingredients that are free of nuts and derivatives of nuts. With that being said, our products are manufactured at facilities that are not considered nut-free. What does this mean? Our manufacturers utilize Good Manufacturing Processes (GMPs) which include cleaning each line before and after each production run. Although these processes are used to eliminate the potential for cross contamination, this is not a 100% guarantee. For our customers living with severe allergies, these steps may not be enough to continue to purchase our products and we understand. What is most important to Fairy Tales Hair Care, is that we provide the facts to our customers so an informed decision can be made regarding usage to keep children safe of any risk.

Do you offer samples?

Do you offer travel size products?

Is it safe to use your products if you are pregnant?

What is your recommended age of use?

Do you only have products for lice or do you have hair care products for everyday use?

Rosemary Repel® Hair Care should be part of a daily regime. Our formulas deep clean and condition with organic herbs. Kids like the scent, head lice don’t. But don’t miss out on our other great lines such as the Sun & Swim line for removing chlorine and sea salt, Tangle Tamers for detangling solutions, Curly-Q to enhance the natural curl and Daily Cleanse for everyday use!

Are your products safe to use on color treated hair?

What are the ingredients in your products?

How long are my products safe to use?

Are your products safe for my pets?

Are your products cruelty free?

How do I update my account info (address, phone, etc.)?

I placed an order online but did not receive an order confirmation. Did my order go through?

All confirmed orders receive a confirmation email to the email address associated with 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.

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 “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.

How do I check on and track the progress of my order?

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.

I received my order but did not receive the correct products. How do I go about correcting my order?

I am having problems placing an order through your online store. Is there any other way that I can place an order?

Can I use multiple coupons on a single order?

What forms of payment types do you accept?

Can I purchase Fairy Tales products via mail order?

Do you ship internationally?

I am trying to place an order and it says my coupon code is not valid. Are the coupon codes case sensitive?

How do Fairy Tales subscriptions work?

If there is a product you really like and would like to save time and money, you can sign up to have the product automatically shipped in a specified delivery cycle – 30, 60, or 90 days. This option can be found right on the individual product page. Three days before your next shipment is scheduled, you will receive an email or text reminder with a Manage Subscription link that gives you full control over your subscription. You can change your subscription product, pause or cancel your subscription, or just skip that shipment.

How can I adjust my delivery date, skip a shipment, or cancel by subscription?

Are your shipments coming too fast, or too slow? No problem there are two simple ways to make adjustments! Three days before your next shipment is scheduled, you will receive an email or text reminder with a Manage Subscription link that gives you full control over your subscription. You can change your subscription product, pause or cancel your subscription, or just skip that shipment. Or, you can head over to www.fairytaleshaircare.com and click the Account icon at the top of our home screen. Select Manage Subscription. From there you can click either of these buttons to make adjustments, Change Next Shipment Date or Change Frequency of orders 30-60-90.

How do I change my subscription delivery address, contact or payment information?

I forgot my subscription signup email to log in.

Why am I being charged for shipping on my subscription orders?

Do I need a password to access my subscription account?

If you click the Manage Subscription button in your reminder emails, it will take you directly to your subscription dashboard and ask to email or text you a code. Once you put the code in, you can then access your subscriptions. So, no password required. *Make sure to check your spam folder as sometimes the security code will end up there.

I would like to purchase the product locally. How do I find stores in my area that carry your products?

Is your website secure?

Do I have to register on your site to make a purchase?

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 3rd party companies 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.

Do you offer schools, charities and pediatricians free information and/or products?

What is your shipping policy?

We ship via USPS, FedEx or UPS. All orders are processed within 1 to 3 business days after the order is placed. Orders placed on a weekend or holiday will be processed within 1 to 3 business days, Monday – Friday. Remember, weather delays can occur but be sure that our team is dedicated to getting your shipment out ASAP. Expedited shipping order cut off time is 1pm EST for same day shipping. We ship to all 50 US States. Please note, states and territories outside the contiguous US do not qualify for free shipping. We do not ship to any other US territories, mail -forwarding or freight forwarding services. Due to Federal Aviation Administration (FFA) safety restrictions, the following items that contain regulated materials cannot be shipped by air (2-Day, Standard Overnight): Fairy Tales Hand Sanitizer, 3.3 oz. and Rosemary Repel Hairspray, 8 oz.

I would like coupons and discount information.

What is your refund and return policy?

We love the products we make and think you will too. But if you don’t enjoy our products, we accept returns within 90 days from the date that your order was placed on fairytaleshaircare.com. After we receive your returned items, we will process your refund onto your original form payment. Original shipping and handling fees will not be returned. Please allow 5-10 business days from receipt of your returned item(s) for your refund to post. *If you purchased a product from one of our retail partners and would like to return it – please contact them directly for assistance and information regarding their return policy.

Shop

Customer favorites

Rosemary Repel®

Curly-Q™

Daily Cleanse

About Us

Filter & Sort

Your Bag

How Can We Help?

Shop

Customer favorites

Rosemary Repel®

Curly-Q™

Daily Cleanse

About Us

Filter & Sort

Your Bag

How Can We Help?

Frequently Asked Questions

Keep in touch