Support Center

Try Before You Buy FAQs

Last Updated: Jul 27, 2018 09:32AM EDT
VIRTUE CUSTOMER CARE HOURS:
Mon.-Fri. 9AM-5PM EST
customercare@virtuelabs.com
844-782-4247

TRY BEFORE YOU BUY FAQs

Q: How does Try Before You Buy work?
We offer the chance to try a full-size shampoo & conditioner free for 15 days—just pay $3 flat rate shipping upfront.

The process is simple:
  1. Take our hair diagnostic to find the right shampoo & conditioner for your hair type and concerns. You’ll be charged $3 for shipping at checkout and nothing else.
  2. Your 15-day trial starts the day you receive your Virtue products. Shower and style as you please. We recommend five washes to see the best results.
  3. If you love your products, keep them. We’ll charge your card and throw in a 10% discount. Not impressed? Use the prepaid return label and send them back. You will not be charged.
Q: How do returns work?
When your receive your products, you’ll find a prepaid UPS return label inside the box. If you choose to return them, visit http://virtuelabs.com/tbyb-return to initiate your return. Once you’ve filled out the form, simply re-pack your products in the original box and place the return label over the original label. You can drop the package at any UPS location or drop-off point. Please ensure that you fill out the return form before the 15th day of your trial is up to ensure you’re not charged.
Q: What if I forget to return my products?
Get in touch with us at CustomerCare@VirtueLabs.com or call 844-782-4247 to speak with a member of our Customer Care team.
Q: Is this a subscription?
No, Try Before You Buy is a one-time purchase if you choose to keep the products.
Q: Can I do Try Before You Buy more than once?
While we’re excited that you love Virtue, the program is only valid for first-time buyers.
Q: Is Try Before You Buy available internationally?
Due to shipping restrictions, Try Before You Buy is only available in the US for now.
Q: Why do I have to take the hair diagnostic first?
Our shampoos and conditioners are not one-size-fits-all! They’re each formulated to work for specific hair types and concerns, and the diagnostic helps make sure you get the right combination for what you need. Our diagnostic was built by a team of experts including stylists, and scientists alike, and it allows us to give you the best Try Before You Buy experience possible.
Q: I didn’t receive the right products for my hair type. Can I try again?
Please get in touch with our Customer Care team if you’d like to try a different combination of products. We’re happy to offer advice on your hair type and make sure you get the products that will work best for you! Drop us a line at CustomerCare@VirtueLabs.com or call 844-782-4247.
Q: How is Virtue different from other shampoos/conditioners?
Virtue is so much more than soap and water. We’re the first (and only) hair care to include Alpha Keratin 60ku™, a protein discovered through biomedical research that’s extracted from human hair. Because it’s so close to the structure of our own hair, our bodies recognize it and use it to fill in damage in the hair cuticle, resulting in hair that’s smoother, shinier, stronger, and fuller.
Q: Why is the shampoo so thick?
You might notice your Virtue shampoo is thicker than others you’ve used due to our Alpha Keratin 60ku™ protein. To get the best results, add a little water to the shampoo in your hand and emulsify before you massage it into your hair. This helps the shampoo lather and distribute the protein evenly. The best part? This means a little bit can go a very long way, so you can get the most out of one bottle.
Q: What if I only want to keep one of my products? Can I make a partial exchange or return?
We’re happy to assist with this! Get in touch with us at CustomerCare@VirtueLabs.com or call 844-782-4247 to speak with a member of our Customer Care team.
Q: What happens to the products when I return them?
Due to laws around biohazard sanitation, we are unable to re-use or donate the shampoo and conditioner inside the bottles. However, we take sustainability seriously and will recycle the plastic bottles from every returned product.
Q: Who do I contact with additional questions?
We are always happy to hear from you. Please contact us at customercare@virtuelabs.com or by calling us toll-free at 844-782-4247. Monday – Friday 9AM – 5PM EST.


Salon/Stylist Inquiries:
customercare@virtuelabs.com
844-782-4247

Media Inquiries:
Amanda Reinstein, Bratskeir & Co.
areinstein@bratskeir.com
 

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