Frequently Asked Questions
Check most frequently asked questions here
General Questions
What are your Customer Service hours of operation?
Our Customer Service department is available to assist you Monday – Friday, 9 am – 5 pm PST. Please expect a delay in response time on all national holidays.
Can my CROC product be used internationally?
CROC products are designed for use in the United States and Canada. If "Dual-Voltage" is listed as a feature in the specific product details, then this product can be used internationally. Please review the product detail page for your specific product for more information.
I live in Canada. Will my purchase be charged as USD or CAD?
All of our website prices are listed and processed as USD. Depending on your chosen payment method, any currency conversions will take place directly with your financial institution.
Why are some of my favorite products no longer on your website?
We aim to deliver the latest innovations by updating our product range, which means phasing out older items. We encourage you to explore our new products for improved outcomes. For further inquiries, reach out at (714) 521-2255 or sales@crocofficial.com.
My product is not working. What can I do?
Please visit our Warranty Information page to verify your product's eligibility for a claim. If it's outside the warranty criteria, please contact us at sales@crocofficial.com; we'll reply within 72 hours.
How can I use installment forms of payment like ShopPay and AfterPay?
Shop on crocofficial.com, add items to your bag, and proceed to checkout. Select Installments by Afterpay or ShopPay as your payment option. New customers will register and provide payment details at Afterpay or ShopPay, while returning customers just log in to complete the purchase.
Note: Items must be eligible for Installments by Afterpay or ShopPay, and you must meet their specific eligibility criteria. Products under $40 do not qualify for Installments by Afterpay or ShopPay.
Can I use Installments by Afterpay or ShopPay if I’m an international customer?
Installments by Afterpay or ShopPay is only available to customers with a US billing address within the US and a US mobile phone number. Customers with international billing addresses will not be able to set up an account with Afterpay or ShopPay.
What forms of payment do you accept?
We accept all major debit and credit cards as well as digital wallet payments like Apple Pay, Venmo, Amazon Pay, and Google Pay. We also partner with ShopPay and AfterPay to offer our customers more ways to buy our hair tools in installments.
How can I add two promo codes to my order?
At this time, our website can only accept one promo code per order.
What does it mean when an item is listed as "Final Sale"?
This means that the item is yours to keep and it cannot be returned.
Do items sold as “Final Sale” still qualify for warranty coverage?
Yes, CROC hair tools are backed by a 5-Year Limited Warranty, structured as follows:
- First Year: Full coverage for manufacturing defects, with a free replacement.
- Next Four Years: Replacements for manufacturing defects at a discounted price of $60.
Do you sell E-Gift Cards?
Yes! You can purchase an E-Gift Card here.
How do I know I am purchasing from an authorized retailer?
To ensure that you purchase your T3 tool from an authorized retailer, please reference a list of our authorized retail partners and unauthorized resellers.
I have submitted an email inquiry and haven't received a response.
Due to a high volume of inquiries, please allow up to 2 business days to receive a response, and be sure to check your junk mailbox. If you are still awaiting a response, please contact us at (714) 521-2255.
What if I forget my account password?
No problem. Just visit the Forgot Password page, enter the email address associated with your account, click "Reset My Password", and we'll email you a link to reset your password.
What are your Customer Service hours of operation?
Our Customer Service department is available to assist you Monday – Friday, 9 am – 5 pm PST. Please expect a delay in response time on all national holidays.
Can my CROC product be used internationally?
CROC products are designed for use in the United States and Canada. If "Dual-Voltage" is listed as a feature in the specific product details, then this product can be used internationally. Please review the product detail page for your specific product for more information.
I live in Canada. Will my purchase be charged as USD or CAD?
All of our website prices are listed and processed as USD. Depending on your chosen payment method, any currency conversions will take place directly with your financial institution.
Why are some of my favorite products no longer on your website?
We aim to deliver the latest innovations by updating our product range, which means phasing out older items. We encourage you to explore our new products for improved outcomes. For further inquiries, reach out at (714) 521-2255 or sales@crocofficial.com.
My product is not working. What can I do?
Please visit our Warranty Information page to verify your product's eligibility for a claim. If it's outside the warranty criteria, please contact us at sales@crocofficial.com; we'll reply within 72 hours.
How can I use installment forms of payment like ShopPay and AfterPay?
Shop on crocofficial.com, add items to your bag, and proceed to checkout. Select Installments by Afterpay or ShopPay as your payment option. New customers will register and provide payment details at Afterpay or ShopPay, while returning customers just log in to complete the purchase.
Note: Items must be eligible for Installments by Afterpay or ShopPay, and you must meet their specific eligibility criteria. Products under $40 do not qualify for Installments by Afterpay or ShopPay.
Can I use Installments by Afterpay or ShopPay if I’m an international customer?
Installments by Afterpay or ShopPay is only available to customers with a US billing address within the US and a US mobile phone number. Customers with international billing addresses will not be able to set up an account with Afterpay or ShopPay.
What forms of payment do you accept?
We accept all major debit and credit cards as well as digital wallet payments like Apple Pay, Venmo, Amazon Pay, and Google Pay. We also partner with ShopPay and AfterPay to offer our customers more ways to buy our hair tools in installments.
How can I add two promo codes to my order?
At this time, our website can only accept one promo code per order.
What does it mean when an item is listed as "Final Sale"?
This means that the item is yours to keep and it cannot be returned.
Do items sold as “Final Sale” still qualify for warranty coverage?
Yes, CROC hair tools are backed by a 5-Year Limited Warranty, structured as follows:
- First Year: Full coverage for manufacturing defects, with a free replacement.
- Next Four Years: Replacements for manufacturing defects at a discounted price of $60.
Do you sell E-Gift Cards?
Yes! You can purchase an E-Gift Card here.
How do I know I am purchasing from an authorized retailer?
To ensure that you purchase your T3 tool from an authorized retailer, please reference a list of our authorized retail partners and unauthorized resellers.
I have submitted an email inquiry and haven't received a response.
Due to a high volume of inquiries, please allow up to 2 business days to receive a response, and be sure to check your junk mailbox. If you are still awaiting a response, please contact us at (714) 521-2255.
What if I forget my account password?
No problem. Just visit the Forgot Password page, enter the email address associated with your account, click "Reset My Password", and we'll email you a link to reset your password.
Is free shipping available on all orders?
We offer free shipping on orders over $49.99 within the contiguous United States, excluding Hawaii, Alaska, Puerico and Military Bases. You can obtain this discount by signing up for email marketing during non-promotional periods. The code is valid for first time customers only.
Where do you ship to?
We ship to all of the United States, and internationally to Canada.
Who covers the shipping and handling fees for returns or exchanges?
We offer free 30 day returns on all hair tools, excluding accessories and items on sale. For questions about our return process, please visit our Return Policy for detailed information.
What happens to packages returned to CROC due to delivery issues?
Packages not delivered due to lack of contact with the carrier do not qualify for free shipping on subsequent shipments. If such a package is returned and a refund is requested, or CROC cannot contact the buyer, a standard 25% restocking fee applies. Reshipment can be arranged through a payment link or by phone with a credit card. Personal checks, money orders, and cash are not accepted.
What if a package is returned because the carrier couldn't contact the recipient?
Returned packages not delivered due to recipient non-contact are not eligible for free shipping again. To reship, payment is required either via a payment link or credit card over the phone. A 25% restocking fee applies for refunds if CROC can't contact the buyer or if a refund is requested.
How do I track an order from CROC?
After ordering from www.crocofficial.com, tracking information is sent within 1-3 business days post-shipment. Orders placed during holidays or weekends are processed the next business day. For tracking on repairs or replacements, email sales@crocofficial.com with your details.
For business and licensed cosmetologists orders, please visit our Licensed Cosmetologist CROC Pro Program page.
For business and licensed cosmetologists orders, please visit our Licensed Cosmetologist CROC Pro Program page.
Are there extra fees for international purchases?
International customers are responsible for their country's Customs fees and taxes, which are not charged by our company. Customers should be aware of their country's import regulations.
We currently ship internationally to Canda and Mexico only.
We currently ship internationally to Canda and Mexico only.
What are the terms for pricing and promotions?
Upcoming promotions are not disclosed in advance. Orders placed prior to a promotion cannot be refunded to match the promotion. Processed or shipped orders follow our standard Return/Exchange policy. Promo code discounts cannot be combined and cannot be applied to items on sale or during sale periods.
What is the refund policy if I purchase directly from CROC?
We accept returns within 30 days of purchase for a full refund under certain conditions, as detailed in our refund policy. Items must be in new condition, and Final Sale items or replacement parts are not returnable. Options for exchange, site credit, or gift cards are available. Entire gift sets need to be returned with all compopnents in new condition to qualify for a refund.
How do I return a product within the U.S.?
Please submit a return request by completing this form: here
What is the processing time for returns?
Processing takes 3-5 day from return request to shipment. You will be notified via email once your return is processed and provided with the status of the refund (if appliccable).
How do customers in Mexico or Canada return products?
Please submit a return request by completing this form: here
What if I buy an item labeled "Final Sale" or during a site wide sale?
Only the professional hair tools purchased during a sale wide can be returned. Accessories and clearance products are FINAL SALE (no returns or exchanges accepted).
How should I care for my CROC iron?
Generally keep the plates free from residue or buildup by wiping them with a soft, gentle cloth. For CROC Infrared models, clean the infrared strip using a q-tip to avoid clogging. Anf follow the care instructions provided for your individual product purchase.
What should I do if my iron doesn't heat past 230 degrees?
Your iron is likely in Celsius mode. To switch back to Fahrenheit: Unplug it, plug it back in without turning it on, hold down the temperature increase button and power button simultaneously until "F" displays. If you encounter other issues or it doesn't heat properly, contact Customer Service at sales@crocofficial.com
What is the warranty period for CROC products?
CROC products are backed by a 5-Year Limited Warranty, structured as follows:
- First Year: Full coverage for manufacturing defects, with a free replacement.
- Next Four Years: Replacements for manufacturing defects at a discounted price of $60.
A valid proof of purchase, such as a receipt or order confirmation email, from an authorized dealer is required to utilize the warranty services.
Please visit our Warranty Policy page for more information.
What does the CROC warranty cover?
The CROC warranty specifically covers:
- Defects in Workmanship: Issues originating from the manufacturing process are covered within the first year.
- Evaluation Requirement: A product is officially deemed defective only after assessment by a certified technician.
Are there any exclusions to the CROC warranty?
The CROC warranty does not cover:
- Misuse or Accidental Damage: This includes physical or internal damage not related to manufacturing defects.
- Normal Wear and Tear: Examples include scratches on the plates or product buildup.
- Incorrect Voltage Use: Damage from using the product with voltage settings not meant for the United States.
- Cord Damage: Issues resulting from pulling the cord improperly or wrapping the cord around the unit.
- Unauthorized Repairs or Modifications: Any tampering, modifications, or repairs done by anyone other than a CROC authorized technician.
- Purchases from Unauthorized Vendors: Warranty void if purchased from non-authorized sellers.
- Removal of Labels or Serial Numbers: Warranty void if the product’s labels or serial numbers are removed.
How can I confirm my CROC product is under warranty?
To verify your CROC product's warranty status:
- Warranty Registration: Ensure the product was registered within 30 days of purchase. It must appear in the CROC Warranty Database.
- Valid Purchase Receipt: If the product is not listed in the database, warranty coverage can be established with a valid receipt from an authorized seller.
What if I received a CROC product as a gift? Can I still claim warranty?
Yes, but you will need a valid receipt to activate or claim the warranty. We suggest gift-givers either provide the receipt to the recipient or activate the warranty in the recipient's name prior to gifting.
Which online vendors are authorized to sell CROC products?
Authorized online vendors for CROC products are:
- CROC PROFESSIONAL on Amazon
- COSTCO
- ULTA
- PROSTYLING TOOLS
- FLINGSTYLE
- Walmart - CROC Official Authorized Store Only
Products bought from other platforms such as Amazon.com (excluding CROC PROFESSIONAL), Ebay.com, and similar, are not authorized. CROC Official does not guarantee warranty for purchases made through unauthorized channels. For verification of authorized sellers, please our Authorized Retailer page.
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