Customer care/FAQ

We're happy to help you with your questions. Please send them to us at, and our team will get back to you within 1-2 business days.

Order information

We accept all major credit cards, PayPal, and Afterpay.

Unfortunately, we are unable to cancel or modify orders after they have been placed, as all orders are sent directly to our warehouse for packing to ensure they arrive as quickly as possible.

Please reach out as soon as you notice the error, and our team will try and have this updated prior to shipping. Once your order has been shipped, we are no longer able to make any changes to the address, and this must be done via UPS My Choice.

Unfortunately, we are unable to modify orders after they have been placed.

Please double-check your billing information is correct or reach out to your bank to confirm this. Any pending charges from any failed orders will be dropped from your statements within 3-5 business days.

Shipping and returns

All orders $35 and over (after any discounts have been applied and before tax) ship for free via DHL SmartPost in which USPS makes the final delivery. Any orders under $35 ship for a flat $5 fee with the same shipping method. 

At this time, the only shipping carrier we use is DHL SmartPost in which USPS makes the final delivery. Unfortunately, we do not offer expedited shipping at this time.

Due to shipping restrictions and regulations, we are only able to ship within the contiguous US. We are also unable to ship to APO/FPO/DPO addresses or to freight forwarders. If you place an order that meets any of these qualifications, it will be canceled.

Most orders will ship within 1-3 business days after being placed via DHL SmartPost in which USPS makes the final delivery. Please note that during times of high order volume, such as during a sale or new product launch, processing time may take longer. You will receive an email with tracking information as soon as your order has been shipped.

Once an order has left our facility, it will usually arrive within 5-7 business days.

You can check your order status by entering your order number, email, and billing zip code here. Please make sure to match the information as it appears on your order confirmation.

We offer free returns within 30 days for products purchased directly from If you would like to return any items from your order, please locate your order and initiate your return through our return portal. If the products were purchased from a different retailer, please contact them directly to initiate the process.

Unfortunately, we do not offer exchanges.

We’re so sorry! Please send a photo of what you received within 14 days of delivery to and our customer support team will work to make this right.

If your tracking information indicates your package has been delivered but you are unable to locate it, we ask that you wait at least 3 more business days before reaching out to us. Some carriers will mark packages as delivered before they arrive, and most missing packages will show up within our standard delivery timeframe. We also suggest checking the address that was entered at checkout in addition to with your neighbors, leasing office, or mail room (if applicable). If your order does not arrive after this time, please contact our support team within 14 days of the last tracking update so we can resolve this.

Discounts and promotions

Please sign up for our emails or SMS to receive the latest information regarding discounts and promotions!

Unfortunately, the samples and gifts with purchase cannot be substituted for any other items.

We do not offer price matching or price adjustments.

So sorry about that! We are unable to offer any rainchecks on out-of-stock items. All promotions apply to in-stock items only.


Samples of Living Proof products are available through Sephora stores. has a great store locator that can help you find a location near you. In addition, because the staff is trained in using our products, they can evaluate your hair type in person and point you toward those that will be the best fit for you.

For more information on collaboration, please email and someone will be in touch!

If you are interested in carrying in our products, please fill out the form using this link! Once the form is submitted, it will be forwarded to a local sales manager who will be in touch.

We sell our products directly online through our website,, and through our authorized resellers. A complete list of authorized resellers can be found using our store locator.

Please note, that if a product is purchased from an authorized retailer, we are not able to guarantee the age, authenticity, or quality of the product.