FAQ

How Can We Help?

How long do I need to treat hair that has lice?

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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®.

Why did my child get lice when I use your products daily?

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Testing has shown our products to be 96% effective when using 3 items regularly. It is the other 4% that messes everything up. While we wish we could guarantee 100% protection it is just not possible. There are just too many others who are not as diligent as you are and so while you do all you can... they still find their way into your life. Please check out our Tips for Preventing Lice page. Keep doing what you are doing! We promise it helps!!

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

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Yes. Lice Good-Bye® is NOT a pesticide and so will not kill the lice. It is meant to break down the nit glue so that you can comb the nits and lice out more easily. This means you can often see live bugs. It will slow them down however which also aids in removal.

Is the comb out really that important?

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YES! The comb out is equally as important as the treatment itself. To consider your child “lice free” you must remove all the nits and lice. Using our Terminator™ Comb will help to get them all out. Remember to take your time, separate hair into thin layers and wipe the comb after each pass through.

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

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A.) Because Lice Good-Bye® contains no chemicals it is safe to use daily until you are no longer seeing lice or nits. We recommend every other day for the first week and then once a week for maintenance.

What should I do to prevent head lice?

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Using Rosemary Repel® Hair Care everyday is the perfect way to help prevent head lice. We recommend shampooing every few days and using our Rosemary Repel® Leave-In Conditioning Spray every day before school, camp or daycare. Our products are proven to help prevent head lice.

What is in your products that help prevent head lice?

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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!”

Do I need to use all the products every day?

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You don’t need to shampoo and condition everyday – 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.

Do all Fairy Tales Hair Care products prevent lice?

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Only our Rosemary Repel® line contains lice prevention ingredients. Our other lines have all been formulated to help with a myriad of other hair needs. Using products from our various different lines is safe and a great way to go!

Do your formulas contain parabens?

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Our products are sulfate, paraben and phthalate free.

Are your products all organic?

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There are ingredients in our formulas that are certified organic. Also, each formula is made from 83% or more naturally derived ingredients. Why not 100% natural? Our products contain proven preservatives that protect against bacteria growth and allow for longer use of the product.

Are your shampoos “tear free”?

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Our products are recommended for kids 3 years and older, so we do not include that claim on our label. Our shampoos all have pH levels between 5 -7, which make the formula gentle and less likely to irritate the eyes. When shampooing, to avoid contact with your eyes, you can have your child hold a damp washcloth over their eyes

Are your products gluten-free?

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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® WHICH CONTAINS GLUTEN AND OUR BUG BANDIT WHICH CONTAINS SOY.

Are your products produced in a Nut Free facility?

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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?

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Yes we do. Our Rewards Members receive offers for free products and as well as special promotions. Or if there is a particular product that you would like to try, you can email contact@fairytaleshaircare.com and let us know which product that you would like to try along with your full name and address.

Do you offer travel size products?

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Yes! Rosemary Repel, Tangle Tamer, Sun&Swim, Curly-Q and Daily Cleanse lines are offered in a 100ml travel size.

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

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Our products are non-toxic, however we always recommend checking with your doctor first.

What is your recommended age of use?

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Our products are recommended for use on children 3 years and older. For children under 3, please consult with your physician first. We suggest putting a damp washcloth over the child’s eyes when rinsing the product out.

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

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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. 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?

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Yes, our products are pH balanced and safe for color treated hair. We do recommend doing a patch test first.

What are the ingredients in your products?

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We do list our ingredients on our webpage for our most current formulations. If you have a bottle in hand, it is best to check out the ingredient listing on the bottle.

How long are my products safe to use?

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Our products have gone through testing that supports a 3 year shelf life. We recommend using your product within 3 years of purchase and 12 months of opening.

Are your products safe for my pets?

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Because we have not tested on animals, we recommend contacting your vet prior to using our products on your furry friends.

Are your products cruelty free?

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Yes, 100%! We only test on our kids (with their permission of course).

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

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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.

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

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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?

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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?

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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?

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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.

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

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If you are unable to successfully place an order online, please call us at 1-888-244-1990 between 9-5 EST Monday-Friday.

Can I use multiple coupons on a single order?

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No, you can only use one coupon per order.

What forms of payment types do you accept?

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Credit cards (Visa, Mastercard, Discover and AMEX), Amazon Pay, Apple Pay, and Google Pay.

Can I purchase Fairy Tales products via mail order?

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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.

Do you ship internationally?

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We don’t ship internationally at this time.

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

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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 outside sites. For the most current promotions and coupons, please sign up for our Rewards Program!

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

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Please visit our Store Locator here https://fairytaleshaircare.com/storelocatortop/. Just enter your zip code and you will find a list of stores in your local area. Since different stores, carry different products - we recommend calling before you go to make sure they have what you are looking for!

Is your website secure?

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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.

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

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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?

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Yes, please contact us at 1-888-244-1990 and we will be happy to take your request into consideration.

What is your shipping policy?

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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 that 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.

I would like coupons and discount information.

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Please sign up for our Rewards Program on the website. We will send out pertinent information, new product announcements as well as specials, coupons and discount codes.

What is your refund and return policy?

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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.