Frequently Asked Questions

Billing

When you receive an order from your customer, we receive the same order. Billing for your order will be processed through the card (or PayPal account) that you have on file. Alternatively you can add money to a wallet (within your account profile in the HR app - not available on Beardsy) to have orders flow quickly. 

No. Generally we do not offer payment terms unless we have been in a successful relationship with a long history of successful order placement.

Yes. We can formulate an invoice payable by many standard methods. Contact us for help with this. 

Custom Combs

Yes. We do a large number of custom logos on combs. Our combs are bench-made with an etched design or pattern applied. Contact us for help making these additions to your store and our design team will work some real magic for you. 

Dropshipping

No. We ship the products in plain packaging but do offer upgrades to stamp your logo or add a sticker to them to brand them for you.

The HR app is best for full customization and the Beardsy app allows quick upload of products with a logo. Visit here for a full breakdown on how the two apps can serve you best. 

Pricing through the apps will remain as listed but are subject to change. For further discounts we offer wholesale pricing. Contact for access if you need this ability.

Each of our retailer plans add extra service to help you build your brand reputation.

These options include the follwing:


Option 1 – $1.99 Monthly Fee (7 day free trial) 

• Templates Supplied for Label Design by Reseller (Adobe Illustrator) 

• Option to have Hillman Reid create label designs ($250USD Flat Rate) 

• Fully Customized Front & Back Labels 

• Initial Product Setup by HR (Upload Product Images with Reseller Label
Design) 

• Scent Name Rebranding (If required) 

  

Option 2 – $9.99 Monthly Fee 

• Everything in Option 1 Plus: 

• Inclusions (Customer supplied stickers, wrapping paper etc. placed within
shipped orders) 

  

Option 3 – $20 Monthly Fee 

Everything in Option 1 + 2 Plus: 

• Maintenance (Minor Label Design Revisions, add New Products / Product
Images as required) 

• High Resolution Product Images (supplied for use in advertising) 

  

Option 4 – $25 Monthly Fee 

Everything in Option 1 + 2 + 3 Plus: 

• Branded Packaging (stamp or sticker supplied and applied by HR to package)  

Celebrate! Congratulations! It's a great feeling.

When you receive an order the customer has paid your site for the product(s). Our system will automatically attempt to bill your payment method on file with Hillman Reid.
Once we receive payment your order is added to our production schedule. We will then fulfill the order. We update tracking in our system and it flows to your website. Your order will close and your store will email your customer with tracking details. 

All done! Follow up with customers and keep in contact!


Yes. You will need to make sure your settings are correct within your Shopify store.

Under Store Settings, tap Checkout, find Order procession section, under the heading After an order has been paid, select Automatically fulfill the order's line items. You can also select Notify customers of their shipment via email if you want an email to be sent when the order is automatically fulfilled.  

HR App

All product values are listed in USD. If you plan to change product value in your store, you can edit at import, manually on the product listing once loaded or by downloading the products to a *.CSV for adjust in a spread sheet application.

No. The SKU's are generated by the app and link the product to your store. This is why we're able to change such things as scent names between websites.



You will need to remove it from the HR app as an item in your store and re-activate it. 

Contact us if you have trouble with this and we can help.

Within your profile we have an allowance for a 'wallet' that allows you to load money for quick withdraw when you receive orders. Sometimes banking and credit institutions hold payments for transactions online while they review activity. If this happens to your customer after they purchase from you, then your card is delayed with us, the order may not be processed for a number of days.

Start with a low dollar amount so that you can gain confidence in how much money to store there (based on the demand you're seeing with orders in your store).

Label Design

Our Beardsy app allows upload of logo's directly onto products. If you wish to carry our full line of products you will need to use our HR App which requires you, a designer or our team complete full label designs for you.

Quick upload is very common these days online but when trying to fully customize a product label, it's not that fast and easy. So you have the option of a quick solution without full customization or completely tuned machine to showcase your brand. 

Yes. We can use it if the image is of great quality. Generally you will get the very best result vector based files. If your logo needs to be converted from an image to a vector and it's not easily done, we would quote a cost to you for the work.

We do it for you. We do this work for free but you need to have the label designs completed or have us do it for you for a flat fee. If you're willing to invest in label design, then you're serious and we're willing to extend costs to help you implement our products and service.

You can download label templates here.  

Vector Graphics are points used to create shapes, lines, and curves. A Raster Graphic contains individual pixels of information to form an image in a picture while a Vector Graphic contains points that enclose the shape. Software uses mathematically defined areas to fill in the missing information.  

Most popular file formats for Vector Graphics are:

• EPS

• AI

• PDF

HR spends approx. 8-12hrs completing full label sets for products. When you place your order for label design you secure a position in line to have them completed and we can quote an approx. lead time to see your initial draft for review. Typically we release a first design within one week to get conversation started between you and our design team.

Yes. We bill based on the number of working hours that were required to create the label sets. This rate is quoted at $50USD per hour. The flat rate cost of $100USD does not include the release of original print files. 


Yes. You can list your Company Name, State / Province and Country.

No. You can create a single layout and we will create all the files required for each scent name so long as the scent name is left as editable text. However, if you're creating a layout that is dynamic (changes) based on the number of characters in each scent name, then yes you will need to create a layout for each scent name.

Please email them to support@hillmanreid.com. Feel free to complete a single layout for review and we will work with you to make sure all is well.

You're welcome to send your completed sets to a file share service such as wetransfer or dropbox.

Marketing

No. If we supply marketing material it will become very obvious, very quickly, that we're supplying you and many others with products they have. Imagine the same videos being posted to a social media platform just minutes apart or with the same hashtags but different company logo.

My Store

No. Using the images we supply to create your own gift sets won't allow the app to receive the order. We do have gift sets available and would like to hear from you if you have an idea for another set that we don't currently offer. 

You can use 3rd party apps to offer customers incentives to bundle products together or even subscribe for automatic re-orders.

No. Changing the product SKU's will disconnect the product from the app and we won't receive the orders.

Yes. There are 3rd party apps that allow you to bundle products in your store. 

You may want to review Bold Commerce as a solution. 

Within Shopify you have an ability to display the product vendor on product listings. We have our app set to list your company name so that you can use this Shopify feature and protect your supplier information. We will receive the orders and fulfill them for you even though this section does not read Hillman Reid

You can use collaborators to give Shopify Partners access to your Shopify admin directly through their own Partner Dashboard. Collaborator permissions give Partners access to only the sections of your store that you want them to see, and don't count towards your store's staff limit.

Hillman Reid only requires access to Products and Apps to help you with installation of products or product revision when you ask us to. 

Want to learn more about collaborator accounts? Visit Shopify to read more.  

 After our team installs your products you will want to complete the following;    

  • Review selling prices and complete any adjustments you wish to make 
  • Edit product descriptions to better suit your brand / audience 
  • Add products to categories or tag them as you require 
  • Remove Beardsy products if you're switching between our apps
  • Reorder scent names (Shopify) 
  • Reorder images
  • Update Product Availability to make them visible through all your sales channels

No. Our team is only permitted to upload private label branded products to ensure we don't load Bisson or HR to a site without intent.

Yes. There are 3rd party apps that allow customers to subscribe to products in your store. 

You may want to review Bold Commerce as a solution.  

Order Changes

Yes. We need changes to be requested within 6 hours of order placement. Please contact us with change request as soon as you can.

Yes. We can cancel live orders within 6hrs of order placement so long as they haven't been shipped. If the order has had shipping documents created, the cost of shipping can not be refunded.

Packaging

We use American made High-Performance Gloss Polyester labels for products.

High-Performance Inkjet Gloss (HPIG) is engineered exclusively for best-in-class performance in dye- and pigment-based inkjet label printers. This synthetic is the industry-leading high-performance gloss label for inkjet: Capturing brilliant colors,
high-resolution images, and razor-sharp text. (HPIG comes with a high-quality permanent adhesive.)

About the Adhesive:

This adhesive has a versatile, general purpose permanent adhesive designed for excellent adhesion to plastics and other materials. Excellent tack keeps your labels permanently affixed to where we apply them. Adhesive meets the requirements of FDA 21 CFR 175.105 for indirect food contact.



We use American made pigment based ink on product labels.


We send smaller item / orders within padded manila envelopes and larger orders in kraft indestructo mailers. Our gift sets are sent in kraft indestructo mailers.


Add your logo to them, as a sticker or stamp, by upgrading our service. Ask us how!
 

Private / White Label

Yes. We do exactly that for 100's of online shops as well as brick and mortar stores.

Yes. But, we offer free upload of products and images so can save you time. If you decide you can add your own product images, we still need good quality print files before you begin selling products. Please contact us if you choose to do this work yourself.

Yes. Changing the product name is simple and can be done in the product listing and designed into the label. This allows you to target specific customer bases.

Yes. You're welcome to change the scent names to better suit your brand. We have a simple form you will need to supply us to complete this change.

Products

We make all of our combs, hair, skin and beard care by hand in Canada. We use all natural products and ship from Toronto, NY or Texas. We purchase material in the USA and Canada. Our combs are made using American Stainless Steel. We don't source any finished products from overseas other than containers used for packaging.

Returns, Exchanges + Damaged Products

We are committed to providing high quality hand-made products to your customers. If you wish to accept returns you will need to do so at your cost and have them sent to your mailing location of choice. All returns sent to Hillman Reid will be donated to the needy without account credit.

Defective, shipping or container damaged product will be covered by Hillman Reid, please contact support@hillmanreid.com to coordinate specific case needs.

For your reference, a refund policy may be structured as follows:

While we hope that you are always satisfied with your (ADD BUSINESS NAME) purchase, we realize there are times that you may need to return a product. If you will need to return your product, please review the information below.

• Returns must be made within 30 days of your receipt date

for a refund.

• Merchandise must be in its original, unopened, and unused

condition.

• We regret that we do not refund original shipping costs

with the return.

• Please mail your (ADD BUSINESS NAME) return to:

(ADD YOUR MAILING ADDRESS)

• You will be responsible for the return shipping & handling charges, which will not be refunded, unless you received damaged merchandise (see Damaged Products Policy).

• Please make sure to record your tracking number because we cannot issue a refund until our office confirms receipt of the returned merchandise. We are not responsible for lost packages.

• All returns will be credited to the original credit card used at the time of purchase.

• Returns will be processed within 1-2 weeks of our office receiving your item.

• Please allow at least 2 billing cycles for the credit adjustment to appear on your credit card statement.

• Please do not mail any packages C.O.D., as they will not be accepted.

Only items purchased on (ADD BUSINESS WEBSITE) may be accepted for a return. Items purchased from (ADD BUSINESS WEBSITE) cannot be returned or exchanged at retailers that sell (ADD BUSINESS NAME) products.

Please contact customer service with any questions by email at (ADD CUSTOMER SERVICE EMAIL) or by phone at (ADD BUSINESS CONTACT NUMBER) (M-F 9AM-6PM

(INSERT TIME ZONE))

We are committed to providing high quality hand-made products to your customers. If you wish to accept an exchange you will need to do so at your cost and have them sent to your mailing location of choice. Defective, shipping or container damaged product will be covered by Hillman Reid, please contact support@hillmanreid.com to coordinate specific case needs.

All exchanges sent to Hillman Reid will be donated to the needy without account credit.

For your reference, an exchange policy may be structured as follows:

While we hope that you are always satisfied with your (ADD BUSINESS NAME) purchase, we are happy to exchange any merchandise that is defective, damaged or unused.

• Returns must be made within 30 days of your receipt date for a refund.

• Merchandise must be in its original, unopened, and unused condition.

• We accept exchanges on items purchased on (ADD BUSINESS WEBSITE) only up to 30 days after the original purchase.

• Please enclose the product you wish to exchange and your receipt. On the receipt, write instructions on what item(s) to exchange.

• If there is a difference in cost with the exchange, one of our customer service representatives may reach out to you for further information.

• You will be responsible for the return shipping & handling charges, which will not be refunded.

• Please ship your exchange to (ADD BUSINESS NAME) via a pre-paid package to:

(ADD YOUR MAILING ADDRESS)

• You will be responsible for the exchange shipping & handling charges, which will not be refunded, unless you received damaged merchandise (see Damaged Products Policy).

• Please make sure to record your tracking number because we cannot issue a refund until our office confirms receipt of the returned merchandise. We are not responsible for lost packages.

• Please do not mail any packages C.O.D., as they will not be accepted.

Only items purchased on (ADD BUSINESS WEBSITE) may be accepted for exchange. Items purchased from (ADD BUSINESS WEBSITE) cannot be returned or exchanged at retailers that sell (ADD BUSINESS NAME) products.

Please contact customer service with any questions by email at (ADD CUSTOMER SERVICE EMAIL) or by phone at (ADD BUSINESS CONTACT NUMBER) (M-F 9AM-6PM

(INSERT TIME ZONE))

If your customer receives an item that is broken or damaged, they must contact your customer service upon receipt of their order for a replacement. You will be required to email us images of the damage along with order information.

Please contact customer support with any questions by email at support@hillmanreid.com or by phone at 1-888-210-3996 (M-F 9AM-6PM EST)  

Samples

Yes. You can place an order using the app through your own store (and issue yourself a discount code) or if you have access to Private Label Wholesale you can place an order through our site.

No. Currently we're not manufacturing samples for inclusion or sale for customers through drop shipping. 

Shipping

For USA & International our shipping address is as follows:

Fulfillment Center

2045 Niagara Falls Blvd STE 4

Niagara Falls, NY 14304-1675

For Canada our shipping address is as follows:

Fulfillment Center

1511 Sandy Beach Road

Pickering ON L1W1Z5

Canada

We send smaller item / orders within padded manila envelopes and larger orders in kraft indestructo mailers. Our gift sets are sent in kraft indestructo mailers.


Add your logo to them, as a sticker or stamp, by upgrading our service. Ask us how!
 

If you have want to choose where you ship to, select from these regions within your Shopify store.

Argentina

Australia

Bahamas

Bangladesh

Barbados

Belarus

Belgium

Belize

Canada

Chile

China

Colombia

Congo (Brazzaville)

Costa Rica

Croatia

Czech Republic

Denmark

Dominica

Dominican Republic

Ecuador

Egypt

El Salvador

France

Greece

Grenada

Hong Kong, SAR China

Hungary

Iceland

India

Ireland

Israel

Italy

Jamaica

Japan

Korea (South)

Latvia

Libya

Lithuania

Luxembourg

Macao, SAR China

Macedonia, Republic of

Madagascar

Malawi

Mexico

Monaco

Morocco

Netherlands

New Zealand

Norway

Pakistan

Panama

Peru

Philippines

Poland

Portugal

Puerto Rico

Qatar

Romania

Russian Federation

Saint Lucia

Saudi Arabia

Serbia

Singapore

Slovenia

Somalia

South Africa

South Sudan

Spain

Sri Lanka

Sudan

Suriname

Swaziland

Sweden

Switzerland

Taiwan, Republic of China

Thailand

Turkey

Turks and Caicos Islands

Uganda

Ukraine

United Kingdom

USA

Venezuela (Bolivarian Republic)

We ship Private Label product Monday through Friday and within 1-2 business days after payment has been received.

In most major North American cities they will receive the order within 3-5 days after shipment. In the UK you can expect 7-10 days. Beyond that you can expect 2-4 weeks depending on how far and remote the receiver is.

Within the HR app (for drop shipping) we bill the following flat rates*:

Canada $5.15 USD

USA $5.15 USD

United Kingdom $10.29 USD + $5 USD per extra item 

All Other Countries $20.60 USD + $5 USD per extra item

*If your customer is in a remote location that greatly exceeds the allotted cost of shipping, we will contact you to determine if you would like to bill extra for the shipment or refuse the order. Since we're applying a flat rate globally, there may be the odd instance where the costs for shipping far exceeds the total order value.

We use the following for small order / non-wholesale shipments;

USPS - USA

Canada Post - Canada

Asendia - Global

Yes. All shipments are insured. Please be sure to ask customers to photograph damage or reject acceptance of heavily damage packages.


If the package tracking shows that the item was delivered, the shipment won't be covered by insurance. If your customer notes that the item was not received, even though tracking shows delivery, you can replace the item at your cost.

If the package is determined to be lost by the shipping carrier, Hillman Reid will coordinate a refund or replacement on your behalf. 

Sadly when a customer provides an incorrect shipping address, the order can take 2-3 months to be returned by postal carriers , sometimes with a cost billed back to sender (HR).

We recommend asking the customer to re-order, perhaps at a discount (if you so choose).

The products (if skin and hair care) will have been in transit for so long that we will have to discard them as they may have experienced temperature variations many times over, thus are not suitable for resale.

Wholesale

Yes. We sell both the HR brand and Private Label in wholesale cases with a min quantity of 1, 6, 12, 24, 48, 96, 192 and 384 units. Pricing for larger quantities will be priced based on current market costs. Please contact us for access to this section of the website if you need help buying this way.

We help barber shops by adding to your level of service and building your service into a brand. We supply multiple barber shops with product that they apply to customers and aid in up sell at the counter. Furthermore, by owning a website, we can drop ship your same product to customers without you having to lift a finger. Contact so we can help you add to your revenue stream.

No. Our homepage displays retail prices. Wholesale pricing can be found on our website through a portal we grant access to, or within our integration apps.  

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