SUPPORT

Frequently Asked Questions

Welcome to Moda Salon + Shop, a Canadian salon and online beauty destination curating professional hair care, skincare, tools, and salon-loved essentials with real stylist knowledge.

We're here to make your experience feel easy, elevated, and taken care of.

If you do not see your question below, our online support team would be happy to help.

Contact Support
Moda Salon FAQ and customer support

Online Store Support

support@modasalon.ca

Online Store Phone

905-467-6632

Salon Phone

905-419-6632

Salon Email

hello@modasalon.ca

Location

106-2021 Green Rd, Bowmanville, Ontario

Product Help

Product recommendations and hair care guidance.

Salon Appointments

Booking, services, and visiting the salon.

Payments & Promotions

Payment methods, promo codes, and gift cards.

Find Your Answer

Ordering Online

Account creation, placing orders, and order support.

Shipping & Delivery

Shipping times, tracking, and delivery questions.

Returns & Exchanges

Return policy, exchanges, and refunds.

Online Orders

Questions about order confirmations, changes, cancellations, and online order support.

Order confirmations are sent by email after checkout. If you do not see it, check your junk or promotions folder and make sure the email address entered at checkout was correct.

Please contact us as soon as possible. We process orders quickly, so changes or cancellations are not guaranteed once an order has started processing or has shipped.

Contact our online support team right away with your order number and correct address. If the order has not shipped yet, we'll do our best to update it before it leaves Moda.

For online store support, please contact support@modasalon.ca or call 905-467-6632. Include your order number so we can help you faster.

Shipping + Delivery

Shipping timelines, tracking updates, delivery issues, local pickup, and what to do if your package needs a little extra help getting to you.

Moda Salon ships online orders from Bowmanville, Ontario to Canada and the United States.

Orders are typically processed within 1–3 business days, Monday through Friday, excluding holidays. During promotions, launches, restocks, or busy seasons, processing may take a little longer. Once your order ships, you'll receive tracking by email.

You'll receive a shipping confirmation email with tracking once your order has been packed and handed over to the carrier. If you placed an order but have not received tracking yet, your order may still be processing.

If your order has shipped, use the tracking link in your shipping confirmation email for the most current delivery update. If your order has not shipped yet, it may still be processing. For help, email support@modasalon.ca with your order number.

Sometimes carriers mark a package as delivered before it has physically arrived, especially with community mailboxes, parcel lockers, condos, apartments, or busy delivery routes. Please check your mailbox, parcel locker, front door, side entrance, building concierge, and neighbours if applicable. If it still has not arrived after 1–2 business days, contact support@modasalon.ca with your order number and tracking details so we can help review the next steps.

Carrier delays can happen due to weather, high shipping volumes, holidays, customs processing, or regional delivery issues. Your tracking link will show the most current carrier update. If your tracking has not moved for several business days, contact support@modasalon.ca with your order number and we'll help take a look.

Contact us right away at support@modasalon.ca with your order number and the correct shipping address. If your order has not been packed or shipped yet, we'll do our best to update it. Once an order has shipped, address changes are not guaranteed and may need to be handled directly with the carrier.

Please contact us as soon as possible. If your order has not been processed or shipped yet, we'll do our best to help. Once an order has been packed, fulfilled, or handed to the carrier, shipping changes are not guaranteed.

If local pickup is available at checkout, you can choose that option before completing your order. Please wait until you receive confirmation that your order is ready before coming to the salon.

Local pickup orders, when available, can be picked up at Moda Salon: 106-2021 Green Rd, Bowmanville, Ontario. Please wait for your ready-for-pickup notification before visiting.

Returns + Exchanges

Return approvals, exchanges, store credit, final sale items, and what to do if something is not quite right with your order.

Moda Salon does not offer refunds on products purchased online. Approved returns are eligible for exchange or store credit only, in accordance with our Return & Exchange Policy.

Yes. Items must be approved by our team before being shipped back. Please contact support@modasalon.ca first with your order number and return request so we can review and provide the next steps.

Please contact support@modasalon.ca with your order number and the product you meant to order. Approved returns are eligible for exchange or store credit only. Items must be approved by our team before being shipped back.

Please contact our support team with your order number and details. Approved returns are eligible for exchange or store credit only, in accordance with our Return & Exchange Policy. Items must be approved by our team before being shipped back.

Approved returns may be eligible for exchange depending on the item, order details, and product availability. Contact support@modasalon.ca with your order number and the item you would like to exchange so our team can review your request.

Moda Salon does not offer refunds on products purchased online. Approved returns are eligible for exchange or store credit only.

Final sale items are not eligible for return, exchange, or store credit unless there is an issue that requires review by our support team. Items marked final sale, discontinued, clearance, promotional, or otherwise noted as final sale may not be eligible for return.

Final sale items are not eligible for return, exchange, or store credit unless there is an issue that requires review by our support team.

We're sorry for the mix-up. Please email support@modasalon.ca with your order number, the item you received, the item you expected, and a clear photo of the product and packing slip if available. Our team will review it and help make it right.

Please contact support@modasalon.ca as soon as possible with your order number and clear photos of the item, packaging, and shipping box. This helps our team review what happened and determine the best next step.

Product Help

How to choose the right products for your hair, product authenticity, and mixing brands.

Start with your main concern, hair type, and routine. You can shop by brand, category, concern, or hair type — or contact Moda for help choosing.

Absolutely. Tell us your hair type, texture, colour history, current routine, and main concern, and we'll help guide you toward products that make sense.

Yes. Moda Salon carries professional products from trusted brands and salon-loved lines we stand behind.

Yes. Most professional haircare can be mixed within a routine. We recommend choosing products based on your hair goals rather than brand alone.

Damaged, Missing + Incorrect Items

Questions about wrong items, missing packages, leaking products, broken pumps, and order issues that need support.

We're sorry for the mix-up. Please email support@modasalon.ca with your order number, the item you received, the item you expected, and a clear photo of the product and packing slip if available. Our team will review it and help make it right.

Please contact support@modasalon.ca as soon as possible with your order number and clear photos of the item, packaging, and shipping box. This helps our team review what happened and determine the best next step.

Sometimes carriers mark a package as delivered before it has physically arrived, especially with community mailboxes, parcel lockers, condos, or busy delivery routes. Please check your mailbox, parcel locker, front door, side entrance, building concierge, and neighbours if applicable. If it still has not arrived after 1–2 business days, contact support@modasalon.ca with your order number and tracking details so we can help review the next steps.

Please email support@modasalon.ca with your order number and a quick description of the issue. If the pump arrived defective, our team will review and help with next steps.

Please contact support@modasalon.ca with your order number and details about what is missing. If possible, include a photo of the products received, packing slip, and shipping box so our team can review it quickly.

Sometimes carriers mark packages as delivered slightly before the package actually arrives, especially with community mailboxes, condo parcel lockers, front desks, or shared delivery areas. Please check around your property, with household members, concierge/front desk, parcel lockers, and neighbours.

If it still has not arrived after 1–2 business days, please email support@modasalon.ca with your order number so we can help look into it.

Yes. Please contact us with your order number and tracking details. We can help review the shipment and, when appropriate, create a ticket with the carrier. We know missing packages are frustrating, and we will do our best to help you get answers as quickly as possible.

Once a package is in the carrier's network, transit delays are usually handled directly by the carrier. That said, we are still here to support you. If the delay looks unusual or your package has not moved for several business days, contact us and we can help guide the next steps.

Yes, orders shipping from Canada to the United States may pass through customs. Customs processing can occasionally cause delays that are outside of our control.

For U.S. orders, duties and taxes are prepaid and included at checkout. This means there should be no surprise duty charges due upon delivery. For Canadian orders, applicable taxes are calculated at checkout.

Product Use & Hair Care Guidance

Salon-led advice for choosing and using professional haircare with confidence.

Start with your biggest hair goal. If your hair is fine or limp, look for lightweight volume. If it is dry, choose moisture. If it is damaged or chemically treated, focus on repair and strengthening. If your scalp is sensitive, choose a calming or balancing formula. If you are unsure, reach out to us. A little professional guidance can save you from buying the wrong bottle, and we love a good hair match-making moment.
Most professional products are concentrated, so start small. For shampoo, use enough to cleanse the scalp and roots. For conditioner or masks, focus mainly on mid-lengths and ends unless the product instructions say otherwise. You can always add more, but overusing product can weigh the hair down.
It depends on your scalp, hair type, lifestyle, and styling routine. Fine hair or oily scalps may prefer more frequent washing, while thicker, curly, or dry hair may benefit from washing less often. The goal is healthy, balanced hair—not following someone else's wash-day rules.
Conditioner is typically used regularly after shampooing to soften, detangle, and support manageability. A mask is usually more concentrated and treatment-focused, designed to give the hair a deeper boost of moisture, repair, shine, or strength.
It depends on the mask and your hair type. Some lightweight masks can be used often, while richer treatments may be best once weekly or as needed. If your hair starts feeling heavy, limp, or coated, reduce frequency.
Yes. Heat protection is still recommended when using blow dryers, curling irons, flat irons, hot brushes, or other heated tools. Temperature control helps, but a proper heat protectant adds an extra layer of support against dryness, breakage, and colour fade.
Fine or thinning hair usually benefits from lightweight volumizing formulas, scalp-friendly cleansing, airy mousses, root lifts, dry texturizers, and flexible hairsprays. Avoid overly heavy oils, rich masks, or thick creams near the root unless specifically recommended.
Blonde hair often benefits from a routine that supports strength, shine, moisture, and tone. Purple or blue-based products can help reduce unwanted warmth, while bond-building or repairing treatments can help support fragile lightened hair. Not every blonde needs toning every wash, so use toning products thoughtfully.
Some toning shampoos can feel drying if overused or left on too long. If your blonde feels dull, dry, or grabby, alternate your toning shampoo with a hydrating or repairing shampoo and use a nourishing conditioner or mask.
Frizz usually needs a combination of moisture, smoothing care, heat protection, and styling control. A smoothing shampoo and conditioner can help, but leave-in treatments, creams, oils, and humidity-resistant styling products often make the biggest difference.
Scalp care depends on the concern. Dryness, oiliness, flakes, sensitivity, and buildup may all need different support. Look for balancing, calming, exfoliating, or purifying formulas depending on the issue. If irritation, sores, sudden hair loss, or persistent scalp concerns are present, please consult a medical professional.

Salon Visits

Booking appointments, salon services, location, and visiting Moda Salon.

Moda Salon is located at 106-2021 Green Rd, Bowmanville, Ontario.

You can book through our online booking link or contact the salon directly at hello@modasalon.ca or 905-419-6632.

Some colour services may require a consultation so our team can assess your hair history, goals, timing, and service plan. When in doubt, book a consultation first.

Yes. Moda Salon carries a curated selection of professional products in salon, and many favourites are also available online.

Please contact support@modasalon.ca before bringing any online order back to the salon. This helps us confirm the return details and make sure it is handled through the proper online order process.

Customer Support

How to contact Moda Salon + Shop and what to include so we can help quickly.

Please email support@modasalon.ca and include your order number whenever possible. This helps us find your order quickly and give you the most accurate answer.

Our online support team typically responds Monday to Thursday, 9 AM to 3 PM. Response times may vary during holidays, weekends, launches, sales, or high-volume periods.

To help us resolve your request faster, please include:

  • Your order number
  • The email address used at checkout
  • A clear description of the issue
  • Photos, if your item arrived damaged, leaking, incorrect, or incomplete
  • Any tracking details, if your question is about delivery

We do our best to reply as quickly as possible during support hours. If you emailed outside of support hours, our team will respond once we are back online.

One clear email is best. Sending multiple new emails can sometimes move your request around in the queue or make the conversation harder to follow. If you have new information, reply to your original email thread whenever possible.

Yes. For online store support, you can call 905-467-6632. Email is often the best option for order issues that require photos, tracking details, or written confirmation.

Inner Circle + Moda Treats

Questions about Moda's online rewards, salon rewards, VIP tiers, referrals, and how Inner Circle and Moda Treats work separately.
  • The Moda Inner Circle is our online rewards and insider access club for clients who shop with Moda through modasalon.ca. Members can earn points on eligible online purchases, redeem rewards, move through Gloss, Luminous, and Icon reward tiers, and receive surprise perks, private offers, and exclusive updates.
  • Absolutely. Salon clients are welcome to join the Moda Inner Circle, especially if they also shop with us online. Please note that Inner Circle points are connected to your online store account and are earned through eligible purchases made on modasalon.ca.
  • Moda Treats is our separate salon rewards program connected to Phorest. It is used for salon appointments, salon services, and eligible in-salon activity. Moda Inner Circle is for the online store, while Moda Treats is for the salon side of Moda.
  • No. Moda Inner Circle rewards and Moda Treats rewards are managed in separate systems and cannot be combined, transferred, or exchanged between accounts.
  • You earn 5 points for every $1 spent on eligible Moda online orders through modasalon.ca.
  • Points can be redeemed for online order discounts through your Moda Inner Circle rewards account. Currently, 100 points equals $1 off.
  • Our Inner Circle reward tiers are Gloss, Luminous, and Icon. Gloss starts at 0 points, Luminous starts at 875 points, and Icon starts at 2,000 points earned within the program year.
  • Points may expire after one year of inactivity or according to the rewards program settings. Check your rewards account for the most current details.
  • From time to time, yes. While online points and salon points are separate, Inner Circle members may receive salon-focused perks, private offers, appointment-friendly surprises, or special updates designed to introduce online clients to the Moda Salon experience.
  • Our focus is shifting away from regular public storewide discounts. Inner Circle members may receive private offers, surprise perks, bonus point moments, salon-focused perks, and exclusive reward opportunities instead.
  • Share your referral link with a friend. They receive a reward off their first online order, and you receive a reward once their first order is complete. Referral rewards are managed through your Moda rewards account and may be subject to program terms.
  • No. The Moda Inner Circle is free to join.

Quick Help by Topic

Shipping or Tracking Questions

Email support@modasalon.ca with your order number and tracking link.

Email us

Returns or Exchanges

Email support@modasalon.ca with your order number, item name, and reason for your request.

Return Policy

Damaged, Leaking, or Incorrect Items

Email support@modasalon.ca with your order number and clear photos of the item, packaging, and shipping box.

Email us

Product Recommendations

Email support@modasalon.ca with your hair type, goals, current routine, and any product preferences.

Contact Us

Salon Appointments

Call 905-419-6632 or email hello@modasalon.ca.

Call us

Still need help?

At Moda Salon, we believe beauty shopping should feel personal, trusted, and a little bit luxurious. We're not just another online shelf of products. We're a real salon team with hands-on experience, a love for great hair, and a commitment to helping you choose products that actually make sense for your life.

Good hair days start here.

Contact Support