PRODUCT QUESTIONS

• Can the Ultra Moisturizing Body Balm/Lotion also be used on my face? No, our formulation for this product is specifically designed to be used on your body. For best results, please use our Green Tea Daily Face Moisturizer on your face.

• How many times do I have to use your product in order for it to work?  Like most great things in life, consistency is key. Please use our products with the following frequency, and adjust as needed. 

 

Use Daily	Beard Oil, 3-In-1 Wash, Body Balm, Face Moisturizer
Use Twice Daily	Face Wash (morning and night)
Use 3-4 Times Weekly	Beard Balm
Use Weekly	Face Scrub (in place of Face Wash)
Use As Needed	Tweezers, Beard Brush & Comb Kit

• Does your product work with dry/oily/sensitive skin type? Yes, absolutely. We’ve included the best natural ingredients that’s gentle enough for sensitive skin, and works with your body’s natural oil production levels, which makes our products effective with all skin types.  
• Are there any ingredients which may cause irritation or allergy on sensitive skin? Yes, we only use high quality natural ingredients. However , we do use tree nuts some may have this allergen.
• How do I apply your product? Each product includes a step-by-step guide with video instructions. To check them out, go to the product page and click on the tab titled “How To Use”. Instructions are also included on the product label. 
• What are your ingredients? Nothing but the good stuff. We use high-quality plant-based ingredients that are proven to make a difference. See the product page of the website for key ingredients and the product labels for a full list of ingredients. 
• When can I expect to start seeing results? For best beard growth results, please allow at least 30 days of consistent product use. For all other products, you will notice results and improvements within 2-3 days, if not instantly.
• What is your honest feedback about the product and does it really work? Our philosophy is to create amazing products that do exactly what we say they do. We work hard to deliver on our product promises – we’ve run tests and received feedback from thousands of black men and we can honestly say that these products really work. In fact, go to the product that you are interested and check out the feedback from customers.

ROUTE+ Shipping Insurance FAQ's

• How much does it cost to insure my Golden Grooming order?

 

We provide Route+ premium package insurance for free on every order as our gift to you, to improve the shipping and delivery experience.

• Does Route+ cover stolen items?

Yes, exactly! With Route+ included on your order, replacement of stolen items is covered; if a replacement is not available a refund will be issued, subject to Route App Terms and Conditions and Claim Policies.

• How long do I have to claim an order that never arrived or was stolen?
• Claims for packages marked “delivered”:
  Between 3-15 days is best, to see if a misdelivered package is returned to you. So 3 days after being marked delivered, you can go ahead with the claim.
  
  
• Claims for packages presumed to be lost: (where the status is not “delivered”) Should be filed after 7 days and within 30 days from the last checkpoint for domestic U.S. orders.
  *International orders* can file after 20 days from the last tracking update.
  
• What happens after I file a claim?

After filing a claim through the Route+ site or app, typical review and approval on reorders or refunds should take 24-48 hours. Subject to Route App Terms and Conditions and Claim Policies. If coverage is excluded or you do not comply with all claim requirements the claim will not be processed. 

• What if my order says it’s shipped, but there’s no tracking updates?

Sometimes carriers fail to scan packages after pick-up due to high shipping volumes, which makes the package look as not-shipped. If you have received an email shipping confirmation, but the carrier (such as USPS or FedEx) has not posted tracking information for your package after 7 days from shipment date, you can file a claim with Route for a refund or have a replacement shipped to you.

 

When Can I File a Claim?
Package Status	Min Days After Last Update	Max Days After Last Update
Package Marked Delivered	3	15
Package Tracking, Not Delivered	7	30
Package Shipped, Not Tracking	7	30

 

• How are refunds processed?

 

All refunds for lost, stolen and damaged items are issued via the original form of payment. 

Please note: Refunds only cover the cost of the merchandise purchased and does not include shipping or tax. For addition Q’s please contact us at: support@goldengroomingco.com

• Can I change the delivery address in the case of a replacement order?

Yes! If you would like your re-order to be delivered to a new address, you can indicate this change by responding to the claims confirmation email (from Route) that was sent after filing your Route+ claim.

• Can I change my shipping method on a replacement order?

We unfortunately can’t change this. Reorders will be shipped via the same delivery method as the original order. For example, if an order was originally shipped with Standard ground shipping, reorders cannot be reshipped using an expedited shipping method.

• How can I file a claim on an order that arrived damaged?

If your package is damaged upon arrival, you can file a claim at https://claims.route.com/. If your order has defects or cosmetic damage you suspect from manufacturing, please reach out to us via: support@goldengroomingco.com

• How do I check the status of my claim?

After filing your claim, you will receive a confirmation email from Route+ acknowledging your having filed a claim. Claim status updates, changes to delivery address, and questions regarding your claim can be made by responding directly to the Route email.

For any additional Q’s about your case - let us know! :) via our store's Webchat or by email: support@goldengroomingco.com

ORDERING / PROCESSING QUESTIONS

• How do I get a refund/ What is the refund policy? Email or chat customer service with your order number and we’ll get back to you within and 1 hour.
• How do I cancel my monthly subscription? Customers can manage, modify, or cancel their account and subscriptions. For instructions, click here. If you’re still having issues, please contact customer support and we will cancel it for you. 
• Do you guys save my payment information? No we do not. In fact, your credit card details never hit our servers and are processed by a third party, industry- leading eCommerce provider. 
• What is the procedure for making a payment from ViaBill? Shop like you normally would and follow the usual checkout process. When prompted to enter payment information, select ViaBill and follow the instructions.

• My discount is not working/ My discount code shows invalid while checkout? You can only use 1 discount code at a time. If your discount code isn’t working, it may be expired or it may be because another code is being auto- applied, probably for free shipping. 
• Does your company have any physical stores? Currently, Golden Grooming Co. does not have any physical retail stores. However, we sell wholesale to local barbershops and beauty stores and are always open to add more to our list.
• My card was charged but I didn’t get any confirmation email or order number? Confirmation emails will include your order number and they are sent automatically when an order is completed. Please check your inbox again, being sure to check your “Spam”, “Junk”, and “Promotions” folder.  
• Can I buy your products wholesale? Yes, please sign up for a wholesale account using this link:  “Wholesale Portal”