Help & FAQ

Thanks for visiting our Help & FAQ page. To easily skip to a particular section, click one of the following categories of interest:

Shipping
Returns & Exchanges
Payment
Subscription Orders
Product
About SOTAH
SOTAH Rewards Program
Affiliate Program

Shipping


What kind of shipping does SOTAH offer?

Great question! SOTAH offers the following shipping methods:

  • Free Ground Shipping - $0.00
    • Available for orders over $50 (including discounts)
    • Arrives in 4 to 7 business days
  • Ground Shipping — $5.00
    • Arrives in 4 to 7 business days
  • 2 Day Express — $15.00
    • Currently only available for select shipping zip codes
    • Arrives in 2 business days
    • Must place order before 12PM PST for orders to be processed that day
  • UPS Next Day Air — Price calculated by weight at checkout
    • Must place order before 12PM PST for orders to be processed that day

Where does SOTAH ship to?

SOTAH currently ships within the United States to all 50 states and Puerto Rico. You may experience longer shipping times for orders being sent to Hawaii, Alaska or Puerto Rico.

Does SOTAH ship internationally?

Unfortunately, we don’t ship outside of the US at this time, but we’re working on it!

I need something shipped to me by tomorrow. Can you help?

Sure thing! If you place your order before 12PM PST Monday through Friday (excluding major US holidays) and select UPS Next Day Air at checkout, you’ll receive your order the next day. If you place your order anytime else, unfortunately we cannot guarantee the delivery of your order for the next day.

When do you ship out orders?

All orders are processed Monday through Friday, excluding major US holidays. Kindly allow for up to two (2) business days processing time for all orders shipped ground. Any orders placed on weekends or holidays will be processed the following business day.

Do you offer free shipping?

We sure do! If your order is over $50, you will automatically qualify for free ground shipping denoted at checkout.

How can I edit my shipping address after I’ve placed my order?

If we haven’t shipped your order yet, you’re in luck! Just email team@sotahhair.com with the address you’d like your order to be shipped to and we’ll take care of the rest.

If your order is already shipped out and you received a tracking number, unfortunately we won’t be able reroute the order. Sorry about that!

I forgot to add something to my order!

Don’t fret! Just email team@sotahhair.com ASAP with your order number and tell us what you’d like added. We know it’s a hassle, but we’ll have to cancel the order you placed and make a new one with the products you want included. We’ll confirm cancellation and issue you a new payment link to checkout with the items you want.

If you’re order has been already shipped out from our warehouse, unfortunately we won’t be able to add anything to it. Should that be the case, kindly place a new order with us.

When will I receive my order?

Please check the tracking number you received via email and it’ll tell you when you can expect delivery. You will also receive an email confirming delivery.

I didn’t get a tracking number.

Don’t fret! If you placed your order on a weekend or holiday, give us until the next business day to process and ship out your order. You’ll get a tracking number as soon as it’s on its way. If you still haven’t received a tracking number, please email team@sotahhair.com and we’ll be more than happy to assist you.

Do you offer gift wrap?

Unfortunately, we don’t offer gift wrap at this time.

Can you ship to multiple addresses?

Sorry about that, but we can’t ship to multiple addresses at this time.

I can’t track my order.

That’s odd! Just email team@sotahhair.com and we’ll look into it.

Returns & Exchanges


What’s your return & exchange policy?

We want you to have the best customer experience shopping with us. That’s why SOTAH is proud to offer free returns and exchanges for all orders placed at sotahhair.com within 30 days of the shipping date (i.e. the date you received a shipping confirmation email). Refunds can either be credited in the original form of payment or store credit in the form of a gift card - your choice!

Your email to request a return/exchange must be sent to us within 30 days of the order's shipping date (i.e. the date you received a shipping confirmation email) in order for consideration. All return/exchange requests are subject to individual approval as we do use our discretion with returns. Any items returned that have been excessively used will not be qualified for a refund; and any customer requesting multiple refunds for the same product will not qualify either. Please note that original shipping charges will not be refunded.

I need to return or exchange something I ordered.

We’re sorry your SOTAH product didn’t work out for you. Kindly review our return/exchange policy above and, if you qualify, please email team@sotahhair.com with your order number and the product(s) you'd like to return or exchange, and we'll take it from there.

How long does it take to process a return?

The process can take anywhere from 7 to 10 business days.

I received the wrong product. What next?

We’re so sorry about that! Simply email team@sotahhair.com with your order number and which product you were supposed to receive, and we’ll make sure the right product(s) gets to you ASAP.

I purchased my product(s) from an authorized vendor and wish to make a return. What next?

You must request to return your product(s) to the vendor you purchased them from subject to their return policy. We cannot accept returns for any purchases made outside of those placed at sotahhair.com.

Payment


What forms of payment do you accept?

We accept VISA, MasterCard, American Express and Discover credit cards and debit cards. You can also make a purchase via PayPal.

If you’re checking out with a mobile device, we make it easy by offering Apple Pay, Google Pay and Shopify Pay.

Please note that at the moment, we don’t accept international credit cards.

Do you charge tax?

We are required by law to charge tax on orders shipped to California. As of now, if you’re shipping your order to any other state within the US, you will not be charged any tax.

My credit card declined.

Don’t fret just yet. Check to make sure you entered in the payment information correctly; and that your CVV number and billing zip code match what you entered in our system.

How does subscriptions work?

All subscription orders will be automatically placed by our system and charged to the card your inputted. You can manage your subscription, change any billing information, or cancel your subscription anytime by logging into your account at sotahhair.com. Plus, all subscriptions orders automatically qualify for free ground shipping. For more information, visit our Subscription Orders section on this page.

Can I purchase a gift card?

Of course! Click here to visit the gift card page. Simply select the amount you want added to the gift card and proceed to checkout. As soon as you complete your order, we’ll send you an email with your unique gift card number.

If you are purchasing a gift card as a gift for someone else, please note that you will have to forward the email to the recipient or ensure your recipient gets the gift card number.

Do you offer physical gift cards?

Unfortunately, we don’t offer physical gift cards at this time.

I have a gift card or discount code. Where do I enter it?

You can add your gift card number or discount code when you proceed to checkout. For each order, you can only enter a gift card number or a discount code (not both).

How can I check the balance on my gift card?

Simply email team@sotahhair.com with the gift card number and we’ll tell you the remaining balance.

Subscription Orders


How can I get SOTAH products delivered regularly?

Simply visit the page of the product you want to subscribe to and click the “Subscribe” button. Select your schedule (either monthly, every 2 months or every 3 months) and the number of products you want delivered routinely per your schedule. Add that product to your cart and you’re set. You can add other products to your cart as well (even if they’re not subscriptions).

What are the benefits of subscribing to SOTAH products?

If you love a product, never run out! Simply subscribe and get your favorite products delivered on regular schedule to your doorstep. Plus, all subscription orders automatically qualify for free ground shipping!

How can I manage my subscription?

Simply log into your account and click Manage Subscription. You'll be able to manage your:

  • Delivery Schedule - See what orders are coming up in your subscription. You can choose to skip a particular subscription and edit any subscription by (a) changing the next charge date, (b) changing your product quantity within that subscription, (c) changing your delivery schedule, (d) updating your payment information for that subscription, (e) editing your shipping/billing address, or (f) cancel your subscription.
  • Subscriptions - Edit or cancel any product within a subscription. You can also add products to your subscription.
  • Billing Information - Update your card on file and edit any billing information.
  • Purchase History - Review your past subscription orders.

I'd like to cancel a product in my subscription. How do I do that?

Please note that all subscription orders require a two-delivery cycle commitment before cancelling, meaning that you can cancel after you've committed to two deliveries from your subscription. Log into your account and click Manage Subscription > Subscriptions. Find the product you wish to cancel and click "Cancel." If you need any help at all, feel free to email us at team@sotahhair.com.

Do subscription orders count toward my SOTAH Rewards?

Yes, they do! Please make sure you log in to your SOTAH Rewards account prior to checking out.

About SOTAH


What does SOTAH stand for?

It’s an acronym we coined for STATE OF THE ART HAIR. Catchy, huh?

Who’s behind SOTAH?

SOTAH was privately founded by hair design artist Janet Zeitoun and her son, Talun Zeitoun. Together, they operate the business out of Los Angeles, CA and look to grow it globally. Take a look at our story to learn more.

I have a press related question. Who can I get in touch with?

Simply email press@sotahhair.com and our PR team will be in touch shortly. We’re looking forward to hearing from you!

What’s your privacy policy?

Great question! You can read all about it here.

Product


How can I find out more information about SOTAH products?

If you can’t find what you’re looking for on the product’s individual pages or our story page, you can always email us directly at team@sotahhair.com if you have any questions or concerns about our products. We’re here to help!

Where are SOTAH products made?

We’re proudly made in the United States, right in the heart of Los Angeles.

What hair types are SOTAH products suitable for?

Our products are suitable for all hair types.

Will my products expire?

We recommend using your products within 12 months of removing the safety seal.

Do you test on animals?

No! Our products are cruelty-free.

Are your products sulfate free?

Yes!

Are your products paraben free?

Yep!

Are your products color safe?

Absolutely.

Can I sell the products on my own site?

SOTAH products purchased from sotahhair.com are for personal use only. We will not tolerate anyone or any company re-selling our products in any manner (we have to be strict on this for everyone’s protection!). Thank you for your cooperation regarding this matter.

SOTAH Rewards Program


Does SOTAH have a rewards or loyalty program?

We sure do! Click here to learn all about it and how you can get started earning SOTAH Points today.

What can I get for SOTAH Points?

For every 100 SOTAH Points you earn, you get $1 in credit to use at sotahhair.com. When you are ready to redeem, simply indicate in your SOTAH Rewards panel how much of your balance you'd like redeemed and we'll automatically send you a gift card number for this amount to use. Please note that your SOTAH Points balance will be reduced accordingly as you redeem.

Do SOTAH Points expire?

Yes. They will expire yearly on September 12th; but don't worry, we'll send you reminders 30 days and 7 days in advance of this date if you have a balance to use your points.

Can I get SOTAH Points for past purchases?

Unfortunately, we can't offer SOTAH Points for any purchases made before September 12, 2018. We apologize for the inconvenience.

Why was I bumped down from a higher VIP tier?

Our system automatically detects your spend at sotahhair.com. If you fall below a spend of $250 within 1 year, you'll be automatically moved to SOTAH Silver from Gold. If you fall below a spend of $750 within 1 year, you'll be automatically moved to SOTAH Gold from Platinum. Be sure to sign into your account each time you checkout so that spend and points can be calculated accordingly!

Affiliates


Does SOTAH offer an affiliate program for digital influencers?

Thanks for your interest in driving awareness for SOTAH! Good news - we sure do. Click here to apply to our affiliate program. Once admitted, you’ll be able to generate your own unique tracking links and you’ll get 15% off every sale you refer via PayPal paid out monthly. It’s that simple.

I have more questions about the affiliate program.

Feel free to email team@sotahhair.com if you have any questions. We’ll be more than happy to help!