Frequently Asked Questions
ORDERING
Q: Where can I buy BOLDIFY products?
BOLDIFY products are available either online, here at GetBoldify.com or our Official Amazon Storefront, or in select salons across the US.
Q: Can I place my order over the phone?
We DO NOT take orders over the phone. You can place an order securely on GetBoldify.com or via ourOfficial Amazon Storefront.
Q: Can I alter/cancel my order after I've placed it?
A: No, placed orders cannot be amended or canceled. In order to offer the most expedient fulfillment experience, orders are payment-captured immediately upon placement, and sent directly to the warehouse for fulfillment; once in the warehouse queue for picking and packing, orders are not eligible for alteration/cancellation.
Please be sure to double-check all the items/information for your order prior to submission, and understand that, once the order's been placed, you won't be eligible for a refund until it's been delivered. If you have any questions about our policy or a recent order, you can reach our Customer Experience Team here.
Q: What if I try a product and I don’t like it...is there any kind of Satisfaction Guarantee?
We stand fully behind all BOLDIFY products with our Satisfaction Guarantee. If you purchase a bottle of any BOLDIFY product and are not completely satisfied, simply send us an email here and let us know; we’ll issue a full refund of the purchase price within 1 Business Day!
Please Note: The Satisfaction Guarantee applies only to the purchase of a single bottle of each product, with lifetime order and refund history taken into consideration. We reserve the right to decline requests for refund of more than 1 of the same item/color, and/or if a refund under the Guarantee has been previously issued for the item in question. Please use the link above to reach out to Customer Care with any questions you may have regarding this policy.
DISCOUNTS
Q: Where do I apply a Coupon Code?
A: Please join our mailing list to stay updated on promotions, new launches and more! The "Discount" box is on the first page of our checkout process. It allows you to see the total price of everything in your cart, minus any applied discount, BEFORE you go any further into the purchase process.
On Desktop: You'll find the Discount Box on the right-hand side of the screen, directly below the list of items in your Cart:
Enter your Coupon Code, exactly as provided, then click "Apply"; adjusted pricing will appear under the box.
On Mobile: On the first Checkout Screen, click "Show Order Summary" at the very top of the page:
The Discount Box appears in this section; enter your Coupon Code exactly as provided, then click "Apply" and ensure updated pricing below:
Q: The system won't apply my Coupon Code. Why?
Most importantly, you should know that Coupon Codes cannot be combined; if you have more than one code, please use the one that provides a bigger discount to ensure the best value. Secondly, Discount Codes are set up with specific parameters to ensure use within the intended scope. For instance, all BOLDIFY Coupon Codes are strictly limited to one use, per account/household; if you try to use a Coupon Code a second time, the system will not allow you to do so. If you've received a Loyalty Coupon for being a returning customer, it's likely that particular code requires use by an account with an established order history; if you were to give the code to a friend who'd never ordered from us before, the system wouldn't allow for them to make use of it.
If you have questions about a discount, please contact us, being sure to provide your name, the email address associated with your BOLDIFY cart/order history, and the Coupon Code in question, so that we can promptly and effectively assist.
Q: I had Free Shipping, but when I applied my coupon code that went away and I’m being charged for shipping. Why?
The $50 Free Shipping threshold pertains to the final item(s) cost, after any coupons are applied and before tax is assessed; therefore, if an applied coupon drops your Order Subtotal (pre-tax total) down below $50, the Free Shipping selection will no longer be available.
Helpful Hint: If the coupon is saving you more than the shipping costs, then it's better to leave it applied; if not, remove the Coupon and reap the benefit of Free Shipping. If you'd like to both save with the coupon AND get Free Shipping, simply add something else to your cart to maximize savings!
SHIPPING & RETURNS
Q: Do you ship Internationally?
At this time, we ship only within the United States
Q: How long do orders placed on getboldify.com take to arrive?
Orders placed on our direct site are usually shipped within 3-5 Business Days, and generally delivered within 7-10 Business Days. Please keep in mind, this is only an estimate; while orders generally arrive well ahead of schedule, there are rare times during which delivery may take longer than expected.
Here are some guidelines and helpful hints:
- Please allow at least 5 business days post-placement to inquire regarding the fulfillment of your order. Know that we're doing our best to get it on its way, and are generally able to do so within the quoted 3-5 Business Days.
- Package Tracking inquiries should be directed to the Carrier in question (UPS, USPS, FedEx, etc) for prompt resolution, unless
- The online Tracking Information hasn't been updated in at least 5 business days. In such cases, please reach out to BOLDIFY's dedicated Customer Experience Team here so that we can file a claim with the carrier and get a replacement on its way to you.
Q: I haven't received my order as Tracking indicates I should have; what do I do?
FOR ORDERS PROTECTED BY ROUTE: See the "Route Package Protection" below for details. FOR ORDERS NOT PROTECTED BY ROUTE: For shipments marked “Delivered” within the last 5 Business Days, we would ask that you allow more time for carrier delivery; in some instances, there are timing/scanning discrepancies that can cause an order to be marked delivered before it’s actually dropped off. If your order was marked as “Delivered” more than 5 Business Days ago, please reach out to us via email here so that we can identify and resolve the issue.
Q: My order arrived damaged...help!
FOR ORDERS PROTECTED BY ROUTE: See the "Route Package Protection" below for details. FOR ORDERS NOT PROTECTED BY ROUTE: Please reach out to us via email here so that we can assist.
Q: How do I request a return?
If you're within the confines of the Satisfaction Guarantee Terms and Conditions (see above in "Ordering" section), please follow instructions there to request a refund.
If your item(s) arrived damaged, please see "My order arrived damaged...help!" topic above for instructions.
If you've purchased more than 1 unit of a given product and would like to request a return, please email us here so that we can assist.
PLEASE NOTE: Authorized returns must be shipped to our Returns Warehouse -- which is separate from our Fulfillment Warehouse; as such, Return Authorization is required, and we must advise that you not refuse a shipment or "Return to Sender", as this will greatly delay issuance of any refund. We authorize the return of and will issue refunds only for new, unopened, unused products. Should we require and authorize a return, return shipping is the responsibility of the customer. While not required, we recommend using a trackable shipment method, as we are not liable for return items lost in transit. Received returns are subject to inspection; items received will be inspected and refunded within 5 business days. An email notification is issued upon refund issuance.
ROUTE PACKAGE PROTECTION
Q: What is Route Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.
Q: How does Route work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here.
Q: How Does Route Process Refunds or Reorders?
REFUNDS: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled. The Route Premium cost will not be refunded.
REORDERS: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
Q: When should I file a claim?
MARKED AS DELIVERED, NOT RECEIVED (STOLEN): Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered. Please note, some order issues may require a police report to be filed.
STUCK IN TRANSIT (LOST): For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
DAMAGED: Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.
All of Route’s policies are listed here.
Q: How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. It's as easy as click and go!
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
ROUTE TERMS AND CONDITIONS
Route’s full terms and conditions can be viewed here.
