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Shipping & FAQs

Your Customized Line Questions

How does the customization process work?

Your participation in our diagnotic survey provides us with information on your hair type, climate, choice of fragrance and styling preferences.  Using our proprietary customization engine, we will determine how to formulate and which ingredients to include in your ideal shampoo, conditioner and treatment based on your answeres.  You also get to put your own name on the bottles.

Click here to learn more or click here to get get started.

Am I obligated to purchase monthly?

You have the option to buy your customized products as a one-time purchase or you can choose to sign up for our Replenishment Program.  You will receive a discount for signing up and receive a new set of products every 30 days (or choose a time frame that is best for you).

What if I don't like the hair products recommended for me?

We have a 100% Money Back Guarantee.  If you are not pleased with any Coolway product, simply let us know within 30 days of your purchase and you will receive a full refund.

What if my hair changes or I move to another city?

Decided to trim your hair short or move to another state with a different climate?  Please go into your account and retake the diagnostic survey at anytime and a new formulation will be developed to address your changing needs.


Ordering, Returns & Shipping

How do I place an order?

To begin the customized hair care line process, click here to begin the questionnaire.

Ordering Coolway styling products is easy, click here.

When should I expect to receive my order?

You should expect to receive your Coolway order within 7-10 business days from the day you place your order.  This estimate includes both processing and shipping time. 

What do you charge for shipping?

Shipping and processing within the United States is FREE! 

Do you ship internationally?

We only ship to the US and APOs.

Will I be charged sales tax?

Applicable sales tax will be applied to orders from CA.

What name will show up on my credit card statement?

Coolway, Inc.

What is the Replenishment program?

We are confdent that you will love Your customized products, formulated just for you.  You will have the option to sign up for our Replenishment program to receive additional shipments at a lower cost than one-time purchases.  Membership in our Replenishment program is completely optional and you can cancel at any time.  The default shipping interval is every 30 days but you can choose the timeframe that is right for you so that you never have too much or too little product on hand.

What is your Replenishment program cancellation procedure?

Cancel at any time.  Just contact Customer Service at cs@coolwayhair.com.

What is your refund policy?

We are so confident that you will enjoy your results, we offer a 30-day Risk Free Money Back Guarantee with all your shipments.  If you are not completely delighted, you can return your Coolway items within 30 days of receipt, even if the bottles are empty, and get a full refund on your purchase price (less shipping and handling).  Contact Customer Service at cs@coolwayhair.com to request your refund.  Customers who purchased the customized Your Coolway Set will not need to return any bottles.  Customers who purchased any Coolway styling products, such as a flat iron or blow dryer, will need to obtain an RMA (Return Authorization Number) and return those items to our warehouse for a refund.  Return shipping is the responsibility of the customer..

Damaged Products - Product(s) damaged during shipping will be replaced at no charge.  Save the package and contents and contact our Customer Service team to report any damanged shipments.

Shipping and Delivery Errors - Should you experience any problems with your order, please contact our Customer Service team immediately so that we may correct it in a timely manner.

What is an RMA (Return Merchandise Authorization) number?

The RMA number is used to correctly track your return package.  RMAs are only needed for customers who purchased styling tools such as a blow dryer or flat iron.  It is important to include the RMA number in your return package so that your return and refund can be processed correctly.

How do I return a product?

If you are not completely delighted with your Coolway products, you can request a refund within 30 days of receipt.  Please contact Customer Service at cs@coolwayhair.com for return instructions and to receive an RMA if necessary.  Any member of our Replenishment program may cancel at any time.  Refunds will always be issued to the same card to which they were charged.

How long will it take to process a return?

It generally takes 5 business days to process a refund.  Please keep in mind that your bank will post our credit in the billing cycle in which it was received; hence the number of days it takes for the credit to post to your account can vary slightly depending on how quickly your bank recognizes the refund.


Product Questions

How is Coolway different from other hair products?

Coolway is interested in providing hair care products tailored to your individual needs. Instead of overwhelming customers with a huge selection, we will provide products customized just for YOU. The process starts with a diagnostic survey where you will supply information about your hair type, climate and styling preferences. Our experts will customize a hair care line including shampoo, conditioner, and a customized treatment, as well as make recommendations for styling products based on your answers. And best of all...you choose the fragrance and put your name (or nickname) on the bottles. So you will receive fabulous results with a fun, personalized touch.

Can I use Coolway if I am pregnant or breastfeeding?

YES, Coolway products are non-toxic, have no Formaldehyde, Lye, Pthalates or Sulfates and are completely safe to use during pregnancy and while breastfeeding.

Can I use Coolway products on color-treated hair?

Yes, all of our formulas are color-safe and free of sulfates which may damage or strip hair color.

Has there been any research, testing and/or studies regarding Coolway products?

Yes, an independent clinical laboratory study of our True Smooth Spray and our main treatment product done by a leading US independent bio-pharma lab demonstrated that after eight uses (typical for a one month use), True Smooth increased hair strength 4 times, reduced hair breakage by 75% and frizz by 50%. A significant increase in shine was demonstrated as well.

What's in our customized hair care line?

Because each shampoo, conditioner and treatment is personalized for every customer, we cannot list the ingredients on our website. Once you receive your customized shampoo and conditioner, the complete list of ingredients will be on the label. We only use high end ingredients, and essential infusions that are right for your hair.

What's in our personalized styling treatments?

Our personalized styling products are award winning products created for a range of hair styling needs. Based on your styling preferences, we will recommend products that are right for you.

What is True Smooth and how does it work?

True Smooth is a heat-activated spray that won 6 beauty awards, including Allure’s breakthrough product of the year, by allowing you to enjoy salon smoothing results at home. It’s safe, non-toxic and effective for all hair types. True Smooth reduces blow drying and styling time by as much as half. Your hair will appear shinier, softer and healthier than when you smooth it with ultra-high heat tools. True Smooth literally stops high heat damage before it starts by avoiding the need for super high heat tools in the first place and relying on your blow dryer's lower heat setting. If you want to utilize your current flat iron, try turning the temperature down to 300°F. You will find you get great results with True Smooth at the lower, less-damaging temperature. If your current flat iron doesn’t go below 300°F, consider the °Coolway AutoSense Styler. It does something no other flat iron can do. It measures the moisture content in your hair and automatically sets to the precise temperature needed for your hair type always below 299°F on that given day to activate the °Coolway Spray formula for optimal results while avoiding damage.

And because True Smooth does not destroy the underlying structure of your hair, washing your hair will return it to its natural shape. True Smooth is clinically proven to hold styles at least twice longer, reducing breakage by 75% and frizz by 50%, meaning that the more you style with True Smooth, the more nourished and healthy your hair will look and feel.

What's in the True Smooth Spray?

Aqueous Infusion of Anthemis nobilis (Chamomile) flower, Urtica dioica (Nettle) leaf, Rosa damascena flower, Porphyra yezoensis (red algae), Corn Ferment Filtrate, Phenyl Trimethicone, Silk Peptide, Capric/Caprylic Triglyceride, Lactic Acid, Amino Lock MAB, Cetyl Alcohol, Cetrimonium Chloride, Quaternium-80, Polyquaternium-11, Cyclopentasiloxane, Dimethicone, Glyceryl Stearate, Stearyl Alcohol, Ricinus communis (castor) seed oil, Panthenol, Polysorbate 20, Gluconolactone, Glycerine, Potassium Sorbate, Parfum, Sodium Benzoate, Cannibis Sativa (Hemp) Seed Oil, Simmondsia Chinensis (Jojoba) Seed Oil, Arginine, Potassium Hydroxide, Citric Acid.

What's in the Glow Oil?

Cyclopentasiloxane, Dimethicone, Isopropyl Myristate, C12-15 Alkyl Benzoate, Phenyl Trimethicone, Porphyra yezoensis (Seaweed), Octyl Methoxycinnamate, Tocopherol Acetate (Vitamin E), Parfum

What's in the Volumizing Hold Spray?

Aqua (Purified Water) , Ethanol , Acrylates Copolymer, Triethanolamine, Parfum , Poly Sorbate 80

What's in the Beachy Salt Spray?

Aqua (Purified Water), Dead Sea Salts, Magnesium Sulfate, Gluconoactone, Sodium Benzoate, Parfum, Polysorbate-80.

Does Coolway perform animal testing?

No, Coolway does not test any of its products or ingredients on animals.


Contact Us

Please feel free to contact us at any time if we can ever be of assistance in any way.  For Customer Service questions, email cs@coolwayhair.com.

Coolway, Inc., 7C West State St., PO Box 66, Hamel, IL 62046

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