FAQ

You can purchase PION Professional products directly from our official store: www.pionpro.com

The purchase, shipping, return, refund, and privacy policies published on this site apply exclusively to orders placed directly through www.pionpro.com.

If you purchased PION Professional products through distributors, barber shops, salons, marketplaces, resellers, or third-party platforms, you must contact the seller or platform where you made the purchase directly.

Not necessarily. You may place an order as a guest, as long as that option is available during checkout.

However, creating an account may help you review your orders, save contact information, and make future purchases easier.

Orders may begin processing shortly after they are placed, so changes or cancellations are not guaranteed.

If you need to modify or cancel an order, please contact us as soon as possible at: support@pionpro.com

If the order has already been processed, packed, or shipped, it cannot be canceled or modified. In that case, you may review our Refund Policy to determine whether the product is eligible for return.

Contact us immediately at: support@pionpro.com

If the order has not yet been processed or shipped, we will do our best to help you correct the address.

If the order has already been shipped, PION Professional cannot guarantee address changes and is not responsible for delays, failed deliveries, returned packages, or additional costs caused by incorrect or incomplete information provided by the customer.

Orders placed through www.pionpro.com are normally processed Monday through Friday, excluding weekends, holidays, and special operational closures.

The estimated regular processing time is 1 to 3 business days after the order has been received, authorized, and verified.

During high-volume seasons, promotions, product launches, or holidays, processing may take longer.

Once your order has been shipped, you will receive a confirmation email with the tracking number, when available.

Tracking may take a few hours to update within the carrier's system. If it does not show movement immediately, we recommend waiting 24 to 48 business hours.

If you still cannot track your package after that time, contact us at: support@pionpro.com

PION Professional may offer free shipping on eligible purchases over $50 USD, before taxes, additional discounts, or applicable fees, provided that the order meets the conditions in effect at the time of purchase.

Unless expressly stated otherwise, this promotion applies only to retail purchases made directly through www.pionpro.com and shipped within the contiguous United States.

Free shipping may vary, be modified, suspended, or ended at any time.

No. Free shipping promotions are primarily intended for retail purchases made directly through www.pionpro.com and may be subject to specific conditions depending on the type of order, destination, volume, weight, or logistics availability.

If you are purchasing PION Professional products for your barber shop, salon, work team, business, or for a volume purchase, we recommend contacting our sales department. Our team can help you evaluate availability, commercial conditions, special pricing, and shipping options according to the type of order.

Sales email: sales@pionpro.com

This option is especially intended for barber shops, salons, distributors, grooming professionals, and commercial customers who meet the applicable requirements for volume or wholesale purchases.

PION Professional may offer international shipping to selected countries through www.pionpro.com, depending on logistics availability, product restrictions, carrier availability, and applicable regulations.

International shipments may be subject to import taxes, duties, customs fees, clearance costs, or administrative charges in the destination country.

These charges are the responsibility of the customer or recipient, unless expressly stated otherwise during checkout.

If the tracking indicates that the package was delivered, but you have not received it, we recommend:

• Verifying the delivery address.
• Checking nearby areas, reception, lobby, mailbox, front desk, or neighbors.
• Contacting the carrier directly with the tracking number.
• Waiting up to 24 hours, as some carriers may mark packages as delivered before completing the physical delivery.

If the issue continues, contact us at: support@pionpro.com

Each case will be reviewed individually and may require an investigation with the carrier.

You may request a return within 7 calendar days from the date the order is delivered, provided that the product is unopened, unused, in its original packaging, and in resellable condition.

For hygiene and safety reasons, PION Professional does not accept returns of products that have been opened, used, tested, handled, or removed from their original sealed condition.

For hygiene, safety, and product integrity reasons, we do not accept returns of opened or used products, including wax, gel, powder, pomade, spray, shampoo, conditioner, shaving products, beard products, after shave, grooming products, or opened accessories.

Samples, testers, promotional products, gifts, gift cards, clearance items, final sale products, or products purchased under special conditions are also not eligible for return, unless they arrive damaged, defective, incorrect, or missing from the order.

If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible at: support@pionpro.com

Claims must be submitted within 48 hours after delivery for online retail orders placed through www.pionpro.com.

Please include your order number, photos of the product, photos of the shipping packaging, and a description of the issue.

Refunds are issued only after the returned products have been received, inspected, and approved by PION Professional.

If the return is approved, the refund will be processed to the original payment method used for the purchase, unless another alternative is agreed upon in writing.

Your bank, credit card company, or payment provider may take 5 to 10 business days to reflect the refund after it has been processed.

PION Professional products are designed for barbering professionals, salons, stylists, and end customers looking for grooming, styling, hair care, shaving, and personal care products with professional image, performance, and character.

Each product may have specific instructions depending on its category, formula, and expected result.

We recommend reviewing the product description, packaging, label, or official instructions before use.

Products are for external use only. Discontinue use if irritation, sensitivity, or an adverse reaction occurs.

Yes. Results may vary depending on hair type, skin type, application technique, amount used, environmental conditions, frequency of use, and other individual factors.

Yes. PION Professional offers commercial support for barber shops, salons, professionals, distributors, and customers interested in volume purchases.

To learn about requirements, availability, special pricing, and commercial conditions, contact us at: sales@pionpro.com

If you would like to place a volume purchase, commercial order, or purchase for a barber shop, salon, work team, or business, we recommend contacting our sales department before placing the order.

This can help you evaluate availability, special pricing, differentiated commercial conditions, and more suitable shipping options according to the type of order, provided that you meet the applicable requirements for volume or wholesale purchases.

Sales email: sales@pionpro.com

The resale of PION Professional products requires prior written approval.

If you are interested in selling, distributing, or representing PION Professional products, contact us at: sales@pionpro.com

Our team will review your request and inform you of the applicable commercial requirements.

The collection, use, and protection of your personal information are governed by our Privacy Policy.

PION Professional uses technology providers, ecommerce tools, payment processors, and reasonable security measures to operate the store and protect customer information.

Yes. You can unsubscribe from promotional emails by using the “unsubscribe” link included in our communications or by writing to us at: support@pionpro.com

Even if you unsubscribe from promotional emails, we may still send you transactional communications related to your orders, payments, shipping, returns, or account security.

For customer support, orders, shipping, tracking, returns, or general assistance: support@pionpro.com

For volume purchases, barber shops, salons, distributors, or professional sales: sales@pionpro.com

Our estimated service hours are Monday through Friday, 10:00 a.m. to 5:00 p.m. EST, excluding weekends and holidays.