FAQ
Frequently Asked
QUESTIONS
Welcome to our Frequently Asked Questions (FAQ) page, where you can find answers to the most common queries about our services and products.
If you need further assistance, feel free to reach out to our support team for personalized help.
- Having Trouble Logging In?
What should I do if I have trouble logging into my account?
Ensure that your username and password are correct. If you've forgotten your password, click on "Forgot Your Password" to reset it.
- I’ve Registered and I’m Still Waiting For Approval, Why Can't I Shop?
Why can’t I shop after registering my account?
masello.com uses an internal approval system. When you create a new account, it defaults to a Pending Status. Shopping is unavailable until verification is complete, which typically takes 2-4 business days. Ensure all your Masello Account Information is accurate for expedited approval. In the meantime, log out of your Pending Account to continue browsing products.
Click Here to Register if you do not have a Masello Salon Services account.
- How Do I Pay for My Order?
How Do I Pay for My Order?
How are payments processed on Shopmasello.com?
All billing is processed in-house using your Masello Account Payment Terms. No funds are collected on Shopmasello.com.
To shop, a Masello Salon Services account is required. If you do not have one, please Sign Up for an account or contact our Customer Service Representatives at 1-800-828-0030.
- Why is the Price on Your Site Different From What I Was Charged?
Why does the price on masello.com differ from what I was charged?
Actual pricing is determined by your account status, item availability, applicable sales tax, and shipping & handling. Prices are subject to change without notice. Orders are shipped to the address linked to your Masello of NE account number, not the address chosen at checkout if different. For more details, please refer to our Terms and Conditions.
- Can I Change My Shipping Address?
Can I Change My Shipping Address?
Can I change my shipping address for an order?
Orders will be shipped to the address attached to your Masello Salon Services account number — not the address chosen at checkout if different. To make changes to your account, please contact our Customer Service Representatives at 1-800-828-0030 or contact us here.
- How Do I Sign Up For Education Programs, Events and Workshops?
How can I sign up for educational opportunities?
All education and show information can be found here.
- Do you Offer HotHeads Extensions?
Are HotHeads extensions available for purchase on your site?
HotHeads Wetline and Tools are available for purchase. For hair extensions, please contact our Customer Service Representatives
at 1-800-828-0030.
- What Brands Do You Carry?
Which hair care and hair color brands are available at Masello Salon Services?
For a comprehensive list of all the leading brands we carry and offer, please visit our dedicated Brands Page.
- How Do I Track My Order?
How can I track the status of my order?
Once your order is shipped, you will receive an email with tracking information. You can also log in to your account and view your order history to track your order.
- What is Your Return Policy?
What is Masello Salon Services' return policy?
We accept returns within 30 days of purchase for unopened and unused products. Please refer to our Return Policy for more details.
Have
MORE QUESTIONS?
If you have any further questions or need additional assistance, please don't hesitate to reach out to us at 1-800-828-0030 or contact us here.
Thank you for choosing Masello Salon Services! We are dedicated to supporting your success in the salon industry.