Frequently Asked Questions

Listed below are the most frequently asked questions that we have encountered over the years. Have a question that is not answered here? Send an email to [email protected] and we'll quickly respond to your question.

When will my order ship?

  • Orders received before 3 pm Pacific time will typically ship the same day.
  • Orders received on weekends may not ship until Monday.
  • Orders received on a holiday will ship the next business day.
  • Large salon orders received after 11 am Pacific time may not ship the same same day.
  • You will receive an email once your order has shipped. The email will include package tracking information.
  • You are welcome to email us at @[email protected] if you have any questions about the shipment of your order.

What shipping service will be used?

  • Virgo de Novo currently ships all packages using either USPS or UPS, but this is subject to change without notice.
  • During order checkout, you do have the option to select either USPS or UPS for your package shipment. 
  • When you order is eligible for free shipping, you do not have the option to select the carrier.

What if I receive products damaged during shipment?

  • Occasionally products are damaged during shipment. If you receive a shipment with damaged products, please take photographs of the outer package, the inside of the package and of all products in the shipment. Send us an email with the pictures and your order number. Please send the email to [email protected]. Upon receipt of the email we will quickly make contact with you and work with you to resolve the problem.


Why can't I log into my account?

  • Please recognize that we operate two websites and your account will only allow you access to one of the accounts. If you are a consumer, your account will be located at  If you are a stylist that has a professional account, your account will be located at
  • In most cases when we hear from a person that cannot log into their account, they are trying to log into the wrong website.  There are a couple of quick indicators you can use to know which website you are on. The consumer site has a blue banner at the top and the bottom of every screen while the professional size has purple banners at the top and bottom of every screen. Also, in the footer section of each page, there are indicators that let you know which website you are currently visiting along with a button to switch websites.

What if I cannot remember my password?

  • We cannot retrieve your password for you. If you do not know your password, you will need to issue a password reset request. Our system will respond to your request with an email that includes a link for resetting your password.

What if I want to change my order?

  • If you place your order and then realize that you need to change something on the order, please reach out to us as soon as possible since we try to ship orders as soon as they are received. You can reach us by sending an email to [email protected]. Please include your order number in the email.

What if I want to cancel my order?

  • If you place an order and then decide that you need to cancel the order, please reach out to us as soon as possible. Once the order has been shipped, we will not be able to cancel your order.

What payment methods do you accept?

  • Through our website we accept credit card payments and we accept payments through PayPal.

How long does it take for my professional account to be approved?

  • Before approving an account on our licensed professional site, we validate the existence of an active cosmetology license. In order to expedite the approval of your account, please make sure to include your cosmetology license number, the state in which you are licensed, and the name under which you hold the license. The approval process for professional accounts typically takes less than 24 hours. Once your account has been approved, you will receive an email letting you know.

How can I find any special promotions available to stylists?

  • We typically offer at least two special promotions to stylists each month. There are a number of ways to stay informed on active specials as follows: (1) - Request to follow our private Instagram account at We post all specials to this account and limit access to licensed professionals. (2) - Make sure to subscribe to our monthly newsletter for professionals. The newsletter typically is issued within the first 5 days of a new month and will include all the details on any specials for the month. (3) Make sure to subscribe to our texting service. When we are authorized to send texts to you, we will typically send a single text each month that brings the specials to your attention. (4) Visit the professional website. Upon accessing the professional website after logging in, we'll present the month's specials for you to view.  

How does the Rewards Points program work?

  • Virgo de Novo has Rewards Program as part of our licensed professional program. The Rewards Program provides Rewards Points based on your purchases. Use those points whenever you'd like.  You will be able to check your Rewards Points balance and history once you log into your professional account. More details about the Rewards Points program are available once your account has been approved.

Can I have products shipped directly to my clients?

  • Yes. Virgo de Novo loves supporting stylists and we have a program that allows you to place an order on behalf of your clients. We will ship the order directly to your client. You'll pay us for the order and you'll need to collect the money due from your client.  In order to take advantage of this program, you will need to place the order from your account, but change the shipping name and address to your client. It is also a good idea to quickly send an email to us at [email protected] to let us know that your order is shipping to your client. 

Do you have an affiliate program that allows my clients to place their own orders?

  • We do! We encourage you to carry products on your retail shelves as that is by far the best method to maximize your opportunity to earn income from any product line. However, we do offer an affiliate program that allows you to earn money by referring your clients to our website. There are a handful of steps that need to be completed in order to enter you into our affliate program. Once the enrollment steps are complete, you'll receive a coupon code that you then provide to your clients.


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