Frequently Asked Questions
Shipping and Pre-Orders
How can I check on the status of my orders?
Once you have successfully logged in to your account, you can navigate to the bottom of any page on the site to find the “My Account” tab. In this tab you will find your personal information, email preferences and all orders and pre-orders previously placed.
I placed an order, but it’s not showing up in my account, what’s going on?
If you have registered an account after placing your order or during previous the transaction, they may not be listed on your new account page. In order to ensure maximum security and efficiency, we kindly ask you to always record your order number when submitting a service request or making a purchase.
If you have previously placed an order, once registered and logged in, and it still does not appear on the “My Account” tab, don’t hesitate to contact us with your order number and name for reference.
My package is missing an item, what should I do?
Please, let us know! We can offer refunds, or ship products once again. Make sure to include your order number so we can check on you asap!
Will I be charged for a pre-order?
Yes. Our pre-order system processes transactions as soon as the product is ordered.
I would like to pre-order one of your products, but I am not allowed to include any other items in stock in the same order. Why?
In order for us to get your items to you as fast as possible, we ship the available product first in a separate package. This requires a separate transaction. This way, you can get your hands on what you need quickly. Once your pre-ordered item arrives in our warehouse, you will receive a shipping notification.
I have pre-ordered, when can I expect my package?
Congrats on your order! We will indicate all pre-order stock arrival dates before beginning sales. Make sure to check the product page for the pre-ordered item for more details.
Once the item has arrived in our warehouse and is back in stock, please allow up to 78 hours after product arrival for a shipping notification. Depending on your location, a shipment can take anywhere between five to ten business days domestically, and up to fourteen days for international shipping.
Returns and Exchanges
Do you accept returns?
Yes, we accept returns within 20 days of purchase.
Can I exchange products?
Currently, we do not accept exchanges, but you may return products within 20 days of purchase.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express and Discover credit or debit cards for both orders and pre-orders alike.
Can I pay via PayPal?
Currently, we do not support PayPal but we may in the future. Make sure to stay in touch to be the first to know! (this is a subscription link)
Help! I’m trying to place an order but none of my payment methods work, what can I do?
Please check with your bank or financial institution that your transactions have actually been voided and not processed, and that you are able to purchase other products or services. If difficulties persist, contact us.
Are taxes and duties included for international orders?
No, taxes and duties are not included for international orders. For international shipping, customs duties and local taxes are customer responsibility and must be paid separately by customer.
Does Kuschelbar work on African-American distressed, coily or frizzy hair?
Yes! Kuschelbar is ideal for all hair textures and types. No strand is left untamed.
You can check out some of our excellent results here.
What is the supported voltage for Kuschelbar?
Kuschelbar supports 110V in the United States and 220V in Europe. You can use Kuschelbar with a converter if you need to.
What’s the best way to use my new Kuschelbar?
Make sure to wait the optimum three minutes after Kuschelbar is plugged in for the best temperature results. Brush through your hair and beard, making sure to start at the roots and carry the product through the ends. Always wait up to three minutes after unplugging Kuschelbar before cleaning it. Clean your Kuschelbar using the small brush provided at least once every three uses to keep it shiny and new!
I am a hairstylist and am interested in carrying your products. How do I get in touch?
This page provides a form for hairstylists, salon managers or distributors to reach us with. We can’t wait to hear from you!
I am a beauty blogger and I would love to tell my following about your products. How can I go about it?
Don’t hesitate to contact us! Don’t forget to add your name and email so we can reach you in no time.
What’s the best way of staying updated with all things MASC?
Join our ever-growing family acting with a social conscience and subscribe at the bottom of the page!