Our Service Commitment

Maritime Beauty Supply takes pride in providing our customers with superior customer convenience and service. Below are answers to the most common service questions. If you have other questions, please contact your local sales representative, store team leader or our customer service department.

*Updated* How does a MBS Customer deal with Equipment Manufacturer Warranty Returns?

*Updated* Is it possible to special order products that Maritime Beauty does not regularly stock?

How can a Maritime Beauty customer place an order with the Customer Service team?

Who is able to purchase products at Maritime Beauty?

Is it possible to set up a charge account with Maritime Beauty?

How does Maritime Beauty ensure their customers will always receive competitive product prices?

What payment methods are available to pay my Maritime Beauty charge account?

How does Maritime Beauty deliver customer orders?

Is it true that I can arrange to pickup a “rush order" at my local Maritime Beauty Store?

What is the service charge for COD orders?

What happens if I receive a Damaged Shipment or Damaged Products?

Is it possible to return or exchange a product purchased from Maritime Beauty?

Does Maritime Beauty accept Product Returns for Salon Customers with a MBS charge account?

Does Maritime Beauty accept Product Returns?

What happens if a salon/spa client is not satisfied with their purchase of retail product from my salon?

What do I do if I want to provide feedback on my Customer Service Experience?

How can a Maritime Beauty customer place an order with the Customer Service team?
Maritime Beauty has a highly trained Customer Service Team to deal with your needs and answer your questions. We are available for you Mon-Fri, between the hours of 8:30am-5:00pm. If you are calling outside of these hours please leave a message and we will return your call during business hours.

Who is able to purchase products at Maritime Beauty?
Maritime Beauty provides convenient shopping for Professional Customers only – stylists, estheticians, barbers, salon/spa owners, nail technicians, make-up artists, and massage therapists.  Once you have provided a copy of your license or certificate, Maritime Beauty will open a non-charge account in your name with the necessary contact information.  All purchases must be made under your specific account so Maritime Beauty can track item purchases for product warranty or product recall requirements

Customer’s friends or non-professionals picking up orders will be required to wait in our reception area and will not be permitted to browse at products and pricing. Please call the number listed above for location information.

 

Is it possible to set up a charge account with Maritime Beauty?
Maritime Beauty frequently sets up a “pre-approved" charge account for our salon owners. You will need to fill out a credit application form (contact customer service or your local DSC) to determine a credit amount that matches your financial profile. Payments on your Maritime Beauty account must be completed within 30 days by cheque, debit, cash or on-line banking.

Please note the following conditions on your 30 day charge account:

  • Credit Card payments on account balances over 30 days will receive a 1.75% surcharge – to reimburse Maritime Beauty for the bank fees. As of August 1, 2008 customers will be required to pay the additional 1% surcharge for credit card transactions that do not qualify as "electronic consumer transactions" (basically the card must be "swiped" through the machine). A $20.00 service fee will be charged for returned cheques (in addition to the amount of the cheque).
  • Maritime Beauty offers a 2% discount (product cost) on orders when a cash or cheque payment is received within 10 days of the order invoice date (not the monthly statement). This is only available to accounts that are "current" and does not apply to COD orders.
     

How does Maritime Beauty ensure their customers will always receive competitive product prices?
Maritime Beauty guarantees to match the advertised price of any local competitor for an identical product.*

*The Price Match Guarantee is only available with proof of the current published in-store salon price for the identical product in an advertisement by a professional beauty supply distributer in the local area.  The competitor must have the product in-stock at the local location.  Not applicable to clearance sales, combination promotions (gift with purchase), after-sale rebates, preferred customer discounts, random discounts (ie. Scratch & Save), competitor misprints, or withdrawn or corrected advertisements.  We reserve the right to limit quantities. Maritime Beauty's Price Match Guarantee may be modified or withdrawn at any time without notice.
 

What payment methods are available to pay my Maritime Beauty charge account?
Payments can be made at any Maritime Beauty store or by contacting our Customer Service team. We accept many different payment methods, the most common are:

  1. Cash and debit cards
  2. Credit Cards - Visa, MasterCard, American Express
  3. On-line banking through your financial institution
  4. Personal or business cheque

Please note the following conditions on your 30 day charge account:

  • Credit Card payments on account balances over 30 days will receive a 1.75% surcharge – to reimburse Maritime Beauty for the bank fees. As of August 1, 2008 customers will be required to pay the additional 1% surcharge for credit card transactions that do not qualify as “electronic consumer transactions" (basically the card must be “swiped" through the machine). A $20.00 service fee will be charged for returned cheques (in addition to the amount of the cheque).
     

How does Maritime Beauty deliver customer orders?
Maritime Beauty has different shipping options and we are willing to be flexible to meet your needs. We regularly use Midland courier and Canada Post to ship most out of town orders and local couriers for orders in the Greater Halifax area. If you wish to use your own courier please inform us at the time you place your order.

For your convenience Maritime Beauty Supply offers daily shipments for in-stock items. We ship 99% of all orders within 24 hours and our item fill rates usually exceed 93%:

Client orders received before 11:00am will be shipped for next day delivery (in most areas).

If we are out of stock and “backorder" an item, we will ship that item to you, N/C shipping as soon as it arrives.

Client orders placed during weeks with a “statutory holiday" or during show/holiday periods may ship 1-2 days later than stated above.

 

Is it true that I can arrange to pickup a “rush order" at my local Maritime Beauty Store?
For your added convenience we do facilitate Client pickups at all store locations. As these are “rush" orders, they must be limited to 10 or fewer items (90 minutes is required for order preparation). Your “pre-paid" store pick-up orders will be packaged and ready when you arrive. If payment is required at the time of your pickup, all items will be processed at that time.
All 'pre-paid' order will be held for 5 working days. If a Client cancels or does not pick up the order, then $6.50 processing fee will be charged.

What is the service charge for COD orders?
If your order is COD there will be fee of $5.00 for Postal service and a minimum $10.00 fee for courier service. This charge is in addition to the regular freight charges. To save on the COD fee you can pre-pay your orders by credit card.

 

What happens if I receive a Damaged Shipment or Damaged Products?
It is frustrating when our Clients receive damaged goods, however the fault is usually with the freight company. The Client is responsible to inspect all goods and verify piece count quantities before signing with the shipping company. Note any damages with carrier before signing (secure a damage inspection report). Be sure to leave the damaged goods in the original carton & packaging. Contact Maritime Beauty immediately so we can track the claim together.

 

Is it possible to return or exchange a product purchased from Maritime Beauty?
Yes, your product satisfaction is guaranteed. If for any reason you are not completely satisfied with a product you have purchased, we will gladly give you a full refund or exchange if you return it to Maritime Beauty within 30 days after you purchase it, (excludes customer  “special order” request items or Final Clearance items).

  • Items must be returned with their original invoice, packaging, manuals, accessories or warranty cards
  • Defective electrical product returns will be handled as an “over the counter exchange" according to the manufacturers warranty for the same or equivalent model. All returns must be accompanied by completed credit documentation and defective electrical forms.
  • All clearance items are final sale; no returns will be accepted for these items.

 

How does a MBS Customer deal with Equipment Manufacturer Warranty Returns? 
Each Manufacturer Warranty is very different and you need to inquire to ensure your understanding at the time of purchase.  All manufacturer warranties are based on their specific Terms and Conditions and Maritime Beauty assumes no responsibility.  Transportation fees and damage occurring by the freight carrier is not considered as part of the manufacturer warranty and you are responsible to make the appropriate shipping arrangements and pay any freight charges.  Remember to insure any shipment against shipping damage.

For more infomation on specific equipment warrantees please see the individual product pages on our online store or contact Larry Dauphinee at 1-800-565-7721 e.299 

 

Does Maritime Beauty accept Product Returns for Salon/Spa Customers with an MBS account?
Maritime Beauty has a very "liberal" product return policy to support our Clients inventory management needs with specific overstocked items (limited to 25 items).  If you wish to return items to Maritime Beauty, you are responsible to pay the freight charges on all items returned. If the salon ships a return "freight-collect", the freight charges will be deducted from your credit.

Maritime Beauty utilizes the following guidelines for all product returns (excludes discontinued products and packaging):

  • Items returned within 60 days, in resalable condition (no price labels, damaged packaging, subject to inspection by MBS Credit Department, etc.) and accompanied with by completed credit documentation will be given full credit. 
  • Items returned after 60 days, in resalable condition and accompanied by completed credit documentation will be restocked and a minimum 20% restocking fee will be charged.
  • Items returned after 12 months, in resalable condition and with completed credit documentation, will be restocked with a minimum 30% restocking fee. Non-re-salable items (age, damage, discontinued skus, etc) will be returned to you immediately.
  • Please contact MBS Customer Service or your Distributor Sales Consultant to arrange for a product return.
  • Clients are not to return products purchased though their Sales Representative or Customer Service to the local Maritime Beauty Store. These credits must be returned to the Halifax warehouse and the products must be packaged appropriately as the damage is the Client's responsibility.
  • Special Order items are non returnable and non refundable. Please read below for more information on Special Order items.
  • Clearance items are final sale, and thus non-refundable.
     

Is it possible to special order products that Maritime Beauty does not regularly stock
YES! Maritime Beauty has recently enhanced our service levels to make Special Product Orders easier and faster. We are striving to have your Special Order Products (from our larger suppliers) delivered to your door in 2 weeks! Please understand that some smaller manufacturers will require 4 weeks or more.

Of course it always best if you purchase an item that Maritime Beauty regularly stocks as these products come with a legendary customer guaranty available through our store locations and Customer Service department. However, if you still want to order something special that Maritime Beauty does not stock you may follow these procedures to do so:

  • Clients are required to pre-pay for any Special Order as well as any freight charges on the order.
  • Items will automatically ship to your business immediately upon their arrival at Maritime Beauty. 
  • Special Order items are not returnable and non refundable. For Equipment Special Orders MBS will require a 30% deposit at the time of the order.  If a client cancels the equipment order, the 30% deposit will not be returned as this will be used to discount the equipment price to sell quickly.

Also, if you really want to see other items and products that Maritime Beauty carries, please look on our online store www.maritimebeautyshop.com as we have many other alternatives or solutions that are readily available to you only click away!

 

What happens if a salon/spa client is not satisfied with their purchase of retail product from my salon?
Maritime Beauty offers a full 100% client satisfaction guarantee on all retail items sold through the salon to consumers. Please contact Customer Service to arrange the product return, with "proof of the consumer purchase", to the Halifax warehouse.
 

What do I do if I want to provide feedback on my Customer Service Experience?
Maritime Beauty wants to receive your feedback! If you experience great service or a service problem/error with your order, please call Customer Service immediately. An "ROC" will be filed to register your issue and you will receive a response within one working day. If you want to provide any other service feedback, feel free to contact your local sales representative, Customer Service or utilize the online form, Tell Us What You Think