Frequently Asked Questions

Ordering

How do I place an order?
Browse our selection, add items to your cart, and proceed to checkout. You'll receive an order confirmation email with your order number.

Can I modify or cancel my order?
We process orders quickly. Contact us at support@prohair.ca as soon as possible with your order number. Once shipped, modifications aren't possible, but returns are accepted within 30 days.

Do you offer guest checkout?
Yes! You can checkout as a guest. We also recommend creating an account to track orders and save favorites.

Shipping

What are your shipping costs?
Shipping is calculated at checkout based on your location and order weight.

What's your free shipping threshold?
Orders over $99.99 (before tax) qualify for free standard shipping across Canada.

How long does shipping take?
Standard Shipping: 5–10 business days
Express Shipping: 2–5 business days
Processing typically takes 1–2 business days.

Do you ship to all of Canada?
Yes! We ship to all Canadian provinces and territories.

How do I track my order?
You'll receive a shipping confirmation email with a tracking number once your order ships.

What if my package is damaged or lost?
Contact us at support@prohair.ca with your order number and photos of damage. We'll investigate and either reship or refund.

Returns & Exchanges

What's your return policy?
We offer a 30-day return policy. Return unused, unopened products in original packaging for a full refund or exchange.

What items are returnable?
New, unused, and unopened products in original packaging. Opened or used products cannot be returned for hygiene reasons. Defective or incorrect items are always returnable.

How do I start a return?
Email support@prohair.ca with your order number. We'll provide a return label and process your refund within 5–7 business days.

How long does a refund take?
Refunds are processed within 5–7 business days after we receive your return. Your bank may take an additional 3–5 days to post the credit.

Products

Are your products authentic?
Absolutely. We source all products directly from official distributors and brand partners. Every item is 100% authentic, professional-grade hair care.

How do I choose the right product for my hair type?
Our product pages include detailed descriptions by hair type. You can also email support@prohair.ca for personalized recommendations.

Can I get professional recommendations?
Yes! Our team has 30 years of expertise in professional hair care. Email us with details about your hair type and concerns.

Are there professional or salon discounts?
For bulk or wholesale inquiries, contact support@prohair.ca.

Payment

What payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Google Pay, and Afterpay (buy now, pay later).

Is my payment information secure?
Yes. All payments are processed through Shopify's secure payment gateway with industry-standard encryption.

Account

How do I create an account?
Click "Sign Up" in the top menu or during checkout. Enter your email and create a password.

I forgot my password. How do I reset it?
Go to the login page and click "Forgot your password?" We'll send you a secure reset link.

General

Do you have a physical store?
We operate online at ProHair.ca and serve customers across Canada. We're based in Montreal, Quebec, and have been serving the professional hair care community since 1996.

How can I contact customer service?
Email: support@prohair.ca
Phone: (438) 523-4499
Hours: Monday–Friday, 9:00 AM–5:00 PM EST

Last updated: March 2026. For questions not answered here, contact support@prohair.ca