faq

  • GENERAL
  • SHIPPING & DELIVERY
  • ORDERS & RETURNS
  • PRODUCT
  • SATISFACTION GUARANTEE
  • CONTACT US

GENERAL

1. HOW DO I REACH CUSTOMER SERVICE?

We would be happy to assist you. Please email us at info@FrommBeauty.com. Customer Care hours of operation are Monday-Thursday 8:00 am – 5:00 pm CST and Friday 8:00 am – 1:00 pm CST, closed Holidays. Emails sent over the weekend will receive a response on the next business day.

2. WHERE CAN I LEAVE A REVIEW?

Visit the product page of the product you want to review and there is a review section after the product information where you can leave a review.

3. IS THERE SPECIAL PRICING FOR SALONS/PROFESSIONALS?

Yes, we offer 10% off sitewide for salons and salon professionals when you sign up for a Pro Account prior to ordering. You must be signed into an active Pro Account to see this pricing which will be automatically applied. You can sign up for a Pro Account for free here.

4. HOW DO I STAY ON TOP OF ALL PRODUCT LAUNCHES?

Subscribe to our emails at the bottom of our homepage or on our homepage email sign up pop up to learn about our newest launches, exclusive special offers, and stay up to date with all things Fromm.

5. HOW DO I OPT OUT OF RECEIVING EMAILS?

Go to the bottom of any of our emails and click “Unsubscribe”.

6. CAN I PURCHASE FROMM PRODUCTS IN STORE?

Please email info@FrommBeauty.com to find a store in your area.

7. DO YOU OFFER FREE SAMPLES OR GIFTS?

Occasionally frommpro.com will apply a gift with purchase to orders. Please note that unless otherwise stated, all free gifts redeemed alongside a customer's orders are included while supplies last and are therefore not guaranteed. All samples are subject to change and availability.

8. HOW DO I INQUIRE ABOUT BECOMING A DISTRIBUTOR?

Our Sales Team at Fromm International will be happy to assist you. Please submit your request here.

SHIPPING & DELIVERY

1. WHAT IS YOUR SHIPPING POLICY?

We offer free shipping on orders over $40 within all 50 U.S. states. Standard shipping rates apply to all orders under $40. Normal delivery is 5-8 business days. Orders placed after 12PM CST on Friday will be processed on the following Monday, except for holidays.

2. WHEN CAN I EXPECT MY ORDER?

Our distribution center is open Monday through Friday. Depending on your location, standard shipping is no more than 5 days.

3. DO YOU OFFER FREE SHIPPING?

Yes, we offer free shipping on orders over $40 within all 50 U.S. states.

4. DO YOU SHIP OUTSIDE THE USA TO OTHER COUNTRIES?

No, international shipping is not available currently. We hope to have international shipping options available for you soon.

5. HOW CAN I TRACK MY ORDER?

Once your order has been fulfilled, you will receive an email with your tracking information. If you have not received an email with tracking information, please email us at info@FrommBeauty.com.

6. WHERE IS MY ORDER?

Once you have placed an order, you can check its status through the tracking link sent to your email. Please also be sure to check the shipping address is correct on your shipping confirmation email. If you have any further questions or notice a mistake on your order, please reach out to our Customer Care team at info@FrommBeauty.com.

7. WHY WAS MY ORDER RETURNED AND REFUNDED?

Occasionally, packages are returned to us as undeliverable. When the carrier returns a package as undeliverable, we automatically begin issuing a full refund. There are many reasons as to why a package might be returned as undeliverable, but the most common reason is the address was entered incorrectly at checkout. Please check the address on your order to determine if it was an incorrect address. We cannot re-ship orders that carriers return to us as undeliverable. If you still want to purchase items that were undeliverable, you will need to place a new order on our website with updated information. If you have any further questions, please reach out to our Customer Care team at info@FrommBeauty.com.

ORDERS & RETURNS

1. DO I NEED AN ACCOUNT TO ORDER?

No, but we encourage you to sign up for a Pro Account prior to ordering for additional savings. All Pro Accounts receive a 10% off discount sitewide. You must be signed into an active Pro Account to see this pricing which will be automatically applied. You can sign up for a Pro Account for free here.

2. WHAT PAYMENT METHODS DO YOU OFFER?

You can check out using Visa, MasterCard, American Express, Discover, PayPal, Google Pay, Apple Pay, Shop Pay, MetaPay, Venmo, Diners Club, Elo, Union Pay, and JCB.

3. CAN I CANCEL OR MODIFY MY ORDER?

While your order is still being processed, we may be able to cancel or modify your order. You can send an e-mail to our Customer Care team at info@FrommBeauty.com with your order number. Your order number can be found on your order confirmation email. Please keep in mind to get your order to you as soon as possible, we begin processing orders as soon as they are received. If your order is no longer able to be modified or canceled, you can process a return once you receive your package. If you cannot locate your order confirmation email, please email info@FrommBeauty.com. We will do our best to accommodate your requests but cannot guarantee that we will be able to edit or cancel your order if it has been shipped.

4. MY ITEM IS DAMAGED. WHAT SHOULD I DO?

If your product is damaged, you can return to us for a refund within 30 days of placing the order. Please contact info@FrommBeauty.com and we will ship a new item or provide a refund.

5. WHAT IS YOUR RETURN POLICY?

New and unopened items can be returned within 30 days of delivery for a full refund of the cost of the item. Items must be in new or unused condition for a full refund. Include all original materials in the return. If the return is due to a defective product or the result of a shipping error, Fromm will correct the order at no additional cost.

6. HOW DO I RETURN AN ITEM?

Email info@FrommBeauty.com with the following information and a member of our customer service team will help to facilitate the return.

  • Name
  • Address
  • Phone number
  • Product requested to be returned
  • Reason for return

Depending on the reason for return, shipping charges may be waived. Upon receipt of return and confirmation that the product is in resalable condition, your credit card will be refunded. Most returns will be processed within four weeks.

PRO ACCOUNT

1. WHAT IS A PRO ACCOUNT?

We offer special pricing for our Pro Account members. Professional Stylists, Salon Owners, Salon Partners, Barbers & Cosmetology Students are eligible for 10% off Fromm Pro products when signed into a Pro Account. It is FREE to create your Pro Account and you can sign up here.

2. WHAT ARE THE BENEFITS OF A PRO ACCOUNT?

We offer 10% off sitewide for salons and salon professionals when you sign up for a Pro Account prior to ordering. You must be signed into an active Pro Account to see this pricing which will be automatically applied. You can sign up for a Pro Account for free here.

3. HOW DO I USE MY PRO ACCOUNT DISCOUNT?

Pro Account pricing will be automatically applied to your order when you are signed into a Pro Account. You can sign into your Pro Account here. If you do not have a Pro Account and would like to sign up, you can register here for your FREE account.

4. HOW DO I UPDATE MY EMAIL ASSOCIATED WITH MY PRO ACCOUNT?

Unfortunately, our system does not allow us to edit the email address used to place an order or make a profile. If you wish to edit your email address, please reach out to our Customer Service team at info@FrommBeauty.com.

5. PRO ACCOUNT UPDATE OR FORGOTTEN PASSWORD

If you want to change your password, or have forgotten it, click here to reset it. If there is an email on file with us, you will receive an email notification with a link to change your password.   

PRODUCT

1. WHAT IS THE ELITE BRUSH SATISFACTION GUARANTEE AND HOW DOES IT WORK?

If you purchased a brush from our Elite Collection that includes our LOVE IT OR YOUR MONEY BACK Satisfaction Guaranteed sticker, you are eligible to return your brush for a full refund if you are not 100% satisfied with your purchase. To process the return, email info@FrommBeauty.com and we will provide you with detailed next steps including instructions for returning the brush to Fromm.

2. DO FROMM SHEARS HAVE A GUARANTEE?

All Fromm shears carry a one-year guarantee against manufacturer defects. Fromm will repair or replace defective products at no charge. Simply email Fromm Customer Service at info@FrommBeauty.com to report a defective item.

3. HOW DO I CHOOSE THE BEST FROMM SHEAR FOR ME?

For help with choosing a shear that is right for you, download our Shear Anatomy guide here.

4. HOW OFTEN SHOULD I GET MY SHEARS SHARPENED?

Shears may require sharpening approximately every 6 months depending on the shear quality and how the shears are cared for and used.

5. DO YOU OFFER SHEAR SHARPENING SERVICE?

The Fromm Service Center services all brands of shears and manicure/pedicure implements. Please download a copy of our current service form which contains the shipping address for our Illinois location. For service and repair, please follow these steps:

  • Download a PDF Service Order Form here.
  • Prepare the shipment of the product(s) that you need to be serviced and repaired.
  • Ship the completed Service Order Form along with payment and the product(s) you wish to be repaired to:

FROMM SERVICE CENTER 603 DEMPSTER ST. MT. PROSPECT, IL 60056-4252

Additional details and instructions are included on the Service Order Form.

6. HOW DO I CLEAN MY SHEAR?

Press play on the below video to see tips on how to clean your shear.

7. HOW DO I OIL MY SHEAR?

Press play on the below video to see tips on how to oil your shear.

8. HOW DO I ADJUST THE TENSION ON MY SHEAR?

Press play on the below video to see tips on how to adjust the tension on your shear.

9. HOW LONG SHOULD I EXPECT MY SHEARS TO WORK AT PEAK PERFORMANCE?

A well-cared for shear can last for many years and depends a lot on how the shear is used and maintained. Most shears require sharpening 2-3 times a year to maintain a sharp cutting edge, again, depending on how often they are used and how they are maintained. The Fromm Service Center services all brands of shears. Please click here for more information on how to send us your shears to sharpen.

10. WHERE CAN I GET REPLACEMENT FINGER RING INSERTS OR A TENSION ADJUSTMENT TOOL FOR MY FROMM SHEAR?

Replacement parts are available. Please email info@FrommBeauty.com for your replacement part needs.

11. WHERE ARE FROMM SHEARS MADE?

The Shear Artistry collection is made in Taiwan, with the exception of our Shear Artistry barber shears, which are made in China.

SATISFACTION GUARANTEE

1. WHAT IS THE ELITE BRUSH SATISFACTION GUARANTEE AND HOW DOES IT WORK?

If you purchased a brush from our Elite Collection that includes our LOVE IT OR YOUR MONEY BACK Satisfaction Guaranteed sticker, you are eligible to return your brush for a full refund if you are not 100% satisfied with your purchase. To process the return, email info@FrommBeauty.com and we will provide you with detailed next steps including instructions for returning the brush to Fromm.

2. WHAT ARE THE TERMS AND CONDITIONS OF THE SATISFACTION GUARANTEE?

The guarantee is valid for 30 days from the date of purchase, and we require proof of purchase to process the return. Refunds are for the price of the brush and exclude shipping and sales tax. Not valid for purchases made using a gift card. This offer is valid through 8/1/2023 and we reserve the right to reject any request that does not meet the minimum requirements.

CONTACT US

1. HOW DO I REACH CUSTOMER SERVICE?

We would be happy to assist you. Please email us at info@FrommBeauty.com. Customer Care hours of operation are Monday-Thursday 8:00 am – 5:00 pm CST and Friday 8:00 am – 1:00 pm CST, closed Holidays. Emails sent over the weekend will receive a response on the next business day.