Frequently Answered Questions
If you can't find the answer anywhere else, it's probably here. And if you still can't find it, ask away:
- [email protected]
- Live Chat
Q: Do you provide free samples?
A: Yes, we include 3 free samples with every order. If you are placing an order and have specific samples in mind, leave a request in the comments box and we'll send it if we have on hand, if not we will include something similar. Please keep in mind that we can't guarantee the availability of any given sample at any time. In particular, samples of fragrances, anti-aging products, eye treatments and styling aids can be very hard to come by. See our Free Samples page here for more information.
Q: Can I use more than one coupon code on the same order?
A: Unfortunately, we're not able to allow guests to use multiple coupons on the same order. We would love to allow our guests to use all the wonderful codes out there on individual orders -- but candidly -- it would be difficult to keep the "lights on" doing so. That said, a store credit and one coupon code may be combined on the same order.
Q: Can I try a sample of this fragrance before I buy it?
A: Many of our guests ask for fragrance samples – unfortunately, these samples are the most difficult to come by and are extremely limited. And, we know guys do not want to lay down a hundred bucks on a bottle they haven't even whiffed. So, we developed our own sampling program -- a NoseFlix, if you will. When you want to try a sample of a cologne, order a Travalo (an ingenious device and great product on its own) and specify which fragrance you would like to try in the Comments section. If we have a tester available, we will fill it with way more than a sample of the cologne. If at any point you would like to try a new fragrance, you can always send back the Travalo and we'd be happy to refill it with another fragrance. You simply would have to pay for the shipping. See our Free Samples page here for more information.
Q: Do you offer military discounts?
A: We feel it's our patriotic duty to make our military the most handsome in the world, We're proud to offer discounts to the men (and women) of our military at home and abroad. For more details, visit our military page.
Q: Do you ship to APO/FPO addresses/PO Boxes?
A: Yes, all the time. The best part is shipping to these addresses is free for orders over $35.
Q: I can't find where to enter my promotional code.
A: Promotional codes can be used in the "Enter a Promotional Code" box underneath your cart on the My Shopping Cart page.
Q: I'm trying to use a gift card, but the site isn't accepting it.
A: If the code you're trying to enter is a 6- or 7-digit numerical code, somebody purchased an in-store gift card for you. If you would prefer to use it on our site (or can't make it into the store because you live in California), please give us a call and we would be happy to convert it for you.
Q: I have a login for your site but I can't book appointments online. What's going on?
A: Online booking is a separate system from our website. In order to log in, you'll have to create a new account (however, it can have the same login and password for the sake of convenience). If you have visited our stores before and are already in our system, you will have a customer ID number to log in with that will save you some time in filling out information. Please call the store directly to get your Customer ID number.
Q: I tried to place an order and it's saying my card has been declined. What happened?
A: If you're absolutely certain that there is enough on your balance to place the order, a few things may have occurred. It's possible that you incorrectly entered your CVN number. Also, if you're trying to pay with a pre-paid card, these are sometimes not accepted if too many transactions have been made in a given day.
Grooming Lounge is in thr "hospitality" business, whether ypu're a guest at our online destination or in our stores. To that end, we want you to be confident taht shopping and shipping with us will be a hassle-free experience. For any questions that aren't answered below, just ask us.
Q: Do you offer free shipping?
A: Yes. All orders over $35 shipped in the continental US are always free.
Q: Do you ship to APO/FPO addresses/PO Boxes?
A: Yes, all the time. Shipping to these addresses is also free over $35.
Q: How quickly do you ship orders?
A: Fast. Usually orders are shipped within one business day. The only thing that might delay an order is if we're waiting for an item to arrive, or, if you place an order over a busy weekend. If you live anywhere from about Charlotte up to Connecticut on the east coast, your order could potentially arrive the next day.
Q: Do you ship to Canada/internationally?
A: We certainly do. Please see our shipping page for rates and restrictions.
Q: Do you deliver on the weekend?
A: Yes. Standard ground shipping is eligible for Saturday delivery at no extra charge. Unfortunately, express orders are not eligible for Saturday delivery.
Q: I placed an order for next-day/2-Day delivery. Why isn't it here yet?
A: There could be several reasons. If you ordered outside of our normal fulfillment hours (9 am to approximately 4 pm Eastern time Monday-Friday), your order will ship the next business day. Express time frames also only include business days in processing, so for example, if you ordered a package for 2-Day delivery at 2 pm on Friday, your package will go out Friday, but would arrive on Tuesday. If you ever have a question about when exactly you should order to expect a package by a certain date, just ask.
Q: Why are delivery charges/minimum order amounts so high?
A: We're always working with our shipping providers to reduce costs. We never profit on shipping--if we're going to make money, it's going to be because of our awesome products and service. The minimum order amounts and delivery charges were set to ensure that we can keep providing you with the best service possible.
Q: I haven't received my order. What do I do?
A: Take a look at your tracking information. If it says the package has been delivered and you don't have it, it may have been left with a neighbor or at your rental office if applicable. If you still can't locate it, please let us know and we can re-ship the order.
Q: My order is over $35, but I'm still being charged for shipping. What gives?
A: We can only provide free shipping for domestic orders. If your order is being shipped anywhere other than the contiguous United States, shipping will be charged.
Q: I can't track an order through my account.
A; If you place an order as a guest, it will not be logged in your account history. Unfortunately, we have no way to populate past orders to a new account.
Q: I was sent an incorrect item.
A: Sorry about that. Call or fill out a returns form to let us know, and we'll make the switch right away.
Q: One of my items was missing from my order.
A: We do sometimes run out of various solutions (rarely, but it happens). In this case, we send an email right away to let you know it will be shipped separately, and this is most often the case (these sometimes are sent to your junk mail). If the item you ordered happens to have been discontinued, we will provide a full refund, or can substitute a similar product (even one that's a few bucks more).
Visiting Our Stores
Q: How early should I arrive for a reservation?
A: It's uber-relaxing here, so feel free to show up early to watch some tube, enjoy a tasty beverage or flip through a magazine. In general though, we request you show up about five minutes before your scheduled reservation time
Q: What's the dress code there?
A: We dress for business at Grooming Lounge, but guests can come as they please. Whatever makes a guest feel most comfortable (as long as clothing is being worn) is fine with us.
Q: What is Grooming Lounge's cancellation policy?
A: We require a major credit to secure reservations and request at least 24 hours advance notice is provided for cancellation. Individuals who miss their reservation without prior notification will be charged for the full amount of the service or services scheduled. We understand that things happen and schedules change, so please just call us in advance so we can reschedule your reservation.
Q: Will a real Man's Man feel comfortable at Grooming Lounge?
Q: Can Grooming Lounge groom men of all cultural and ethnic backgrounds?
A: No problem. Men are men. We have Grooming Experts who are trained to tackle anything from anyone.
Q: Can Gift Certificates be used at any Grooming Lounge location?
A: Of course. You can even use 1/2 in D.C. and 1/2 in Virginia if you so desire. It’s up to you.
Q: Why are Gift Card prices more expensive than the regular cost of the service or services?
A: All Gift Card prices include gratuity so the lucky recipient doesn't have to bring anything to his reservation other than himself and the card.
Q: Can you return a gift card if the recipient doesn't want it?
A: While we find that hard to believe, unfortunately, all gift cards are non-refundable...Don't worry though, we're confident he'll love it.
Q: What if there isn't a package that includes the services I want to purchase for someone?
A: That's not a problem at all. Just make up your own package by mixing and matching the services you want. We can place them all on the same Gift Card.