Welcome To The Neill Network

We are here to support you with ordering, shipping, returns, product questions, and account assistance.

You may reach Customer Care at (800) 333-0100 during our regular business hours:

• Monday: 9:00 AM – 5:00 PM CST

• Tuesday – Friday: 8:00 AM – 5:00 PM CST

You may also text us at (985) 202-7706. Text messaging is a convenient way to reach our team.  Messages received outside of business hours will be returned on the next business day.

For general assistance, please email customercare@neill.com. Orders may also be submitted via email to orders@neill.com.

We offer several convenient ways to place an order:

• Call Customer Care

• Email orders@neill.com

• Text Customer Care

• Submit orders electronically through SalonBiz or Zenoti

Orders are typically paid by credit card. If you are interested in alternative payment options, our Customer Care team will be happy to discuss available programs and eligibility requirements.

Please note: Orders submitted by text message outside of business hours will be reviewed and processed on the next business day.

Most orders ship via UPS directly from our Hammond, Louisiana distribution center.

• Standard shipping is $35.95 per order

• Most salons receive their orders within 3–5 business days, depending on location

To be included in the same day's UPS pickup, orders must be received and entered by Customer Care by 9:30 AM CST. Orders received after the daily cutoff will be processed for the next business day's pickup.

UPS pickups occur Monday through Friday. Orders placed after the daily cutoff, on weekends, or on holidays will ship on the next business day.

Yes. Expedited shipping options, including Next Day Air service, are available for eligible products.

Please note:

• Additional freight charges apply

• Certain products may not qualify for air shipment due to carrier restrictions

• Transit times and availability may vary by destination

Our Customer Care team will be happy to assist with pricing, availability, and shipping recommendations.

To maintain tax-exempt status, salons must provide:

• A current resale certificate

• A signed tax exemption form

Taxability varies by state and product type. Generally, retail products purchased for resale to guests may qualify for tax exemption, while professional-use products, including backbar and color purchases used in salon services, may be subject to applicable sales tax.

To avoid interruptions to your tax-exempt status, updated resale certificates should be submitted upon expiration.

Guest satisfaction is important to us. Neill will issue a product credit for products returned due to guest dissatisfaction or adverse reaction provided that:

1. A Neill Adverse Reaction Form is completed for each product being returned.

2. Customer Care is contacted to obtain a Return Authorization (RA#) and return instructions.

3. Return the product using the provided instructions. The salon is responsible for return shipping costs.

Please contact Customer Care prior to returning the product so we can provide the appropriate form and return instructions.

While we strive for accuracy on every shipment, we understand that issues can occasionally occur. If you receive damaged product, are missing product, or receive an incorrect item, please contact Customer Care immediately so we can assist you.

To ensure the fastest possible resolution, please notify us within 15 calendar days of shipment and have the following information available:

• Invoice number

• Item number(s)

• Quantity affected

• Photos of damage (if applicable)

Our team can assist with:

• Missing products

• Damaged products

• Incorrect items shipped

• Duplicate shipments

• UPS delivery issues

If you have unopened product that you would like to return, please contact Customer Care before shipping the product back.

Our team will review the request and, when applicable, provide return instructions and a Return Authorization number.

To qualify for return:

1. Product must be unopened, unexpired, and in resalable condition.

2. The salon is responsible for return shipping costs.

3. A valid RA# must be obtained prior to returning product.

4. A 20% restocking fee applies.

The following items are non-returnable:

• Makeup

• Promotional items

• Discontinued products

We encourage salons to contact Customer Care before refusing a shipment so we can help identify the best solution.

Refused shipments may result in additional fees, including:

• Refusal fees

• Original shipping charges

• Additional shipping charges if the order is reshipped

Please note that refused shipments may also delay order processing and the issuance of credits.

Our Customer Care team is committed to providing timely, personalized support for all of your ordering, shipping, returns, and account needs.

Contact us at (800) 333-0100, text us at (985) 202-7706, or download the Neill Customer Care Quick Reference Guide for additional information about ordering, shipping, returns, and account support.

Messages received outside of normal business hours will be returned on the next business day.