Frequently Asked Questions

Are your stores closed/open?

The majority of our stores are now open to the public. We are now introducing Buy Online Pickup In Store. Please shop at to see if your favorite products are available to be picked up in store. We are also offering no-contact curbside pickup in select locations.

Is my favorite Sally store offering Buy Online Pickup In Store?

When you visit you will be able to select Your Store. You will be offered the Pickup In Store option for eligible items when shopping the website and inventory is available in that location.

How long will it take for me to be notified that my online order will be ready to be picked up in store?

All Buy Online Pick Up In Store Orders will be ready for pickup within 4 hours after you placed your order. Orders placed outside of store hours will be ready for pickup the next day. You will be notified that your order is ready for pickup via email. You can also opt-in for text messages about the status of your order during the checkout process.

What do I need to bring to pick up my Store Order?

You will need to bring a Government Issued ID and/or a copy of your Order Confirmation email.

How long do I have to pick up my order when I order online?

You have 3 days (72 hours) to pick up your order. After 4 days (96 hours) your order will be automatically cancelled and the pending authorization on your credit card will be reversed. It can take several days for your financial institution to remove the pending authorization from your account.

Why can’t I reach my local store to see if they’re doing curbside pickup?

Given current demand, the phone line may be busy with high call volumes. We appreciate your patience as our Beauty Advisors are working quickly to help everyone.

What is the estimated time for shipping orders?

Given high volume, please allow 1-2 business days for orders to ship. We are working to get orders out as quickly as possible. We will now be offering Buy Online Pick Up In Store when you place your order on In some areas, no-contact curbside pickup is also available.

How long does it take to receive an online order?

Given increased volume, please allow 3-5 business days for deliveries once your order has shipped. Orders may be shipped from different warehouses and/or stores and can arrive in multiple shipments.

There are missing items in my shipment.

Due to an increase in online order volume, your order may arrive in multiple shipments. Items may have been cancelled from your order due to inventory availability or quantity restrictions. Please check your email shipment confirmation to see if any items were out of stock. Unfortunately our system does not support backorders.

I need to track my order.

You will receive a shipment confirmation email with the tracking number(s) for your order once it has shipped. Orders may be fulfilled in multiple shipments so you may receive several emails. If you need assistance with your order, please provide the order number and email address used to make the purchase in the Contact Us Form and a Customer Care representative will assist you as soon as possible. Due to high volume, response times may be delayed.

How do I know if my order went through?

You should receive an order confirmation email verifying your order was placed. Please check your spam folder if you do not receive an email from us.

Can I convert my online order into curbside pickup?

Unfortunately, no. Once an order is submitted, we have no way to change it.

I need to make a return.

Please visit our Returns & Exchanges page for more information.

I need advice on what products to buy.

We are here to help! Visit Just Ask Sala for tutorials and tips on all things hair and nails.

How can I change the shipping address on my order?

We’re so sorry, but once an order is submitted, we have no way to change it.

How can I modify the items and/or quantities on my order?

We’re so sorry, but once an order is submitted, we have no way to change it.

Why am I seeing a pending authorization and/or multiple charges on my credit card?

Your credit card will show a pending authorization for the full amount of your total order. An actual charge will not be processed until your order has shipped. Since we may send your order in multiple shipments, you’ll see a charge for each of these shipments, but will never exceed your order total.

Will I receive a shipping notification?

Yes. In the event your order is being fulfilled by more than one location, a shipping confirmation email will be sent for each shipment. If some items cannot be fulfilled, we will send you a final email detailing any items that maybe short shipped or cancelled.

Why do certain items have quantity restrictions?

Due to limited availability of certain products or the nature of their ingredients, we have placed quantity restrictions on their purchase.

Why is there an “In-Store” order in my history when I made my purchase online?

In order to expedite your order, some or all of your items may have been shipped from a local store. The item(s) will be listed separately in the My Orders page of My Account. You have not been charged extra and will be credited for any cancellations or short-shipments due to inventory.