Frequently Asked Questions
Walk-In Related Questions
Do I need an appointment or can I just walk in?
No, we accept walk-in clients every day. However, clients with appointments will have priority over walk-in clients so appointments are recommended whenever possible.
What is the best time to walk in?
Typically we are busiest in the morning and evening. Wait times are usually the shortest in the early afternoon. Having an appointment will reduce wait time no matter the time of day.
What is the average wait time for a walk-in?
It is difficult to give accurate wait time estimates. In most cases, the more barbers on duty that day the shorter the wait time will be. The only way to ensure you won’t wait is to book an appointment.
How late do you accept walk-ins?
We accept all walk-in customers until 30 minutes prior to closing or depending on availability
Payment Related Questions
Do you accept cards?
Yes, we accept all major credit cards, Apple/Android pay, and other mobile payment methods. If you forget your wallet at home, we can type the card numbers in over the phone. In January 2023, we will be going cashless and will be accepting debit and credit cards only.
If I have two coupons, can I use them both at the same time?
We do not stack discounts, you may use only one coupon or promo code per visit.
Appointment Related Questions
What is the best way to book an appointment?
Our online booking system is fast, convenient, and simple to use. Click here to schedule your appointment. After you come in, let us schedule your next appointment for you so you don’t have to worry about it.
Will I receive an appointment reminder?
Yes, once an appointment is successfully booked, you will receive a confirmation text message and email confirmation. 24 before your appointment you will receive an appointment reminder and a confirmation request. Reply to the text message with the letter C to confirm. You will also receive a second reminder 2 hours before your appointment.
What if I make an appointment and I can’t make it?
Your appointment may be canceled up to two hours before your scheduled appointment time. We ask that cancel or reschedule as soon as possible. You can make changes to your appointment by calling us, logging into your account, or by using our app.
What is your cancellation policy?
We ask that clients cancel their appointment at least 2 hours before the start of their appointment time. Clients that repeatedly cancel within that time or no show for their appointment will no longer be allowed to book appointments. Read our full policy here.
How do I cancel or reschedule my appointment?
After successfully booking your appointment you should receive a confirmation text message and email. You can use the link in the email or text message to cancel or reschedule your appointment.
Can I cancel my own appointment within two hours of my appointment?
No, in order to cancel your appointment within our cancellation window you must give us a call. Please read our cancellation policy here.
Is there a no-show fee?
No, clients that do not show up for their appointment will have their deposit held until their next visit. Please read our cancellation policy here.
Why do you deposits to book appointments online?
We are a small business with limited resources. When clients book appointments with us we commit to you that we will be available for you. Our barbers are getting paid whether they are with a client or not. When clients cancel last-minute or no-show for their appointment, it costs us. We really don’t like charging cancellation/no-show fees and we’ve made every effort to make canceling an appointment as easy as possible as well as sending multiple notifications and reminders. Please cancel your appointment if you can’t make it.
How do deposits for services work?
Some services require a deposit to be paid prior to making the appointment online. Deposits are credited towards to total during checkout. Deposits are kind of like prepaying for some, or all of the appointment cost. Deposits will be replacing cancellations and no-show fees. Instead of being charged for canceling or not showing up, a client’s deposit will be held and can be applied on their next visit. Every appointment booked online with deposits enabled will require a deposit, even if a client has already paid a deposit for a previous appointment. Clients can use gift cards to pay for the deposit. Clients with memberships or that book their appointment in-store will not be required to make a deposit.
How can I avoid paying a deposit?
Clients that have a membership or package, do not need to pay a deposit for services. Also, clients who rebook their next appointment in-store, do not have to pay a deposit. For existing appointments, reschedule the appointment or move it to a future date instead of canceling it to avoid paying another deposit.
How do I know which haircut to book?
Visit our Services Page to see descriptions of different haircut types and help on which type of haircut to book.
Why does the time slot disappear when I add another service?
Each service adds time to the appointment, if the time slot is disappearing when you add another service usually means that the barber does not have enough time to accommodate the additional service.
How Do I Book More Than One Service?
This short video explains how to book multiple services in one appointment. Watch It Here
Service Related Questions
What is an Apprentice?
An apprentice is a licensed barber or cosmetologist who was recently hired and is going through our training program. Apprentices aren’t necessarily new to the industry, just new to us. All barbers go through the Apprentice training program when hired. Apprentice services are discounted from the normal price and allow for more time to achieve the quality our clients expect. All services are supervised and checked for quality by a master barber.
What is the difference between a Classic and a Premium service?
Premium services include extra time for more complex styles and include more services such as our Wash & Wax Bundle. Premium services are the recommended choice for clients who have more complex hairstyles, have gone a while without visiting us, or want to experience the most luxurious service that we have to offer. Classic services are ideal for regular maintenance.
Loyalty Program Related Questions
What is the loyalty program?
Our digital loyalty program rewards clients for being loyal customers. Clients earn points for purchases of services and products at any of our locations. You can also earn additional loyalty points by rebooking your next appointment during checkout or by providing us with feedback about your most recent visit. After enough points are accumulated, you will automatically receive a digital reward credited to your account. No paper cards to carry around our system will track everything for you.
How do I enroll in the loyalty program or check my loyalty status?
Clients are automatically enrolled when a profile is created. You can check your loyalty points status by logging into your account or by asking a team member in-store.
How does the reward/coupon work?
Ask any team member if you have any rewards during checkout. If you have a reward, it will be applied towards your purchase on request.
Do points expire?
Yes, points will expire after 6 months if not used.
Parking Questions
Where do I park?
For the most up-to-date parking information, including pictures, please visit the parking information page of our website.
Learn More About Memberships
Membership Questions
What types of memberships do you offer?
We currently offer the following types of memberships
Single Classic Membership
Double Classic Membership
Triple Classic Membership
Unlimited Classic Membership
What does an Active Membership mean?
Your membership is considered active if your membership payment was successfully processed on the specified date. If payment fails, memberships will automatically be suspended until the payment method is updated. Membership benefits and credits cannot be used for suspended memberships.
How do I check how many service credits I have?
You view you membership credit balanc anytime by doing the following steps:
- Sign into your account here
- Go to your profile and select memberships
- Select the membership you’d like to view and click the Know More option
A window will pop up that shows you how many credits you have and which services those credits are for. You can also download our free app to check your membership credit balances as well.
Can someone else use my membership service credit if I don’t need it?
Yes, certain memberships will allow members to add on up to one additional client to their membership. This can be done in your profile on our booking site.
How do I cancel or upgrade/downgrade my membership?
Please complete the Membership Modification Form and we will process your request within 7 days.
How do I change the billing date or payment method for my membership?
Sign in to your account and add your new payment information to your profile
Once that step is complete, please complete the Membership Modification Form and we will process your request within 7 days.
Can we use a coupon or promo code if we have a membership?
Promotions and other offers cannot be combined with membership discounts.
Why was my membership suspended?
Memberships are automatically suspended by our system if the attempt to charge the payment method on file fails. The system will attempt to charge the card once per day for 3 days before permanently suspending the membership. Membership benefits and any unpaid service credits cannot be used while membership is suspended. To reactivate your membership, add a new payment method to your profile and call us or fill out the Membership Modification Form to change your payment method.
Which membership should I choose?
We recommend choosing the membership for which you are most likely to use all of your benefits. For example, if you get your haircut every three weeks, we’d recommend choosing the Single Classic Membership. With this membership, you’re first haircut would be covered by the membership credit and you’d get a 10% discount on your next haircut in the same month.
I have a membership but I had to pay for my last service or it says I’ll owe a payment suring booking, why?
With the exception of the Unlimited Classic Membership, you will receive a set number of service credits every month on the date on which your membership was originally created. For example, if you started your Single Classic Membership on the 15th and you receive your service on the 12th of the next month, you’ll be asked to pay for your service since you have not been billed and received your credit yet for that month.
You may also be asked to pay if your membership has been frozen or suspended or if the service you booked is not included in the membership. You can always downgrade or upgrade your membership at any time by submitting a Membership Modification Form.
Can I change my membership billing date?
Yes, just fill out a Membership Modification Form and we will process your request within 7 days.
Can I still use my Membership Service Credits after I cancel my membership?
With the exception of the Unlimited Classic Membership, all unused service credits can still be redeemed after membership is canceled, frozen, or suspended. You cannot use your membership benefits however unless you are an active member. For example, if you cancel your membership and you still have two service credits to use, you can still redeem those credits but you will not be able to use your service or retail discounts.
Do Membership service credits roll over to the next month if not used?
With the exception of the Unlimited Classic Membership, any unused membership service credits will roll over to the next month if not used.
Can I use my membership at any location?
Yes, your membership is redeemable at any of our locations
How often is the membership billed?
Monthly memberships are billed once per month on the date your membership was created. For example, if you created your membership on the 5th of the month, your next payment will be processed on the following month on the 5th and repeat every month until canceled.
Do you have a military/first responder discount for memberships?
Yes, you must be Active Duty Military or First Responder and able to show a valid ID to qualify. To create a membership with your discount, create an account in our booking software, save a payment method to your account, and send a copy of your ID to: memberships@houseofshaves.com or sign up in-store.
What is considered Active Duty Military?
The term “active duty” means full-time duty in the active military service of the United States. Such term includes full-time training duty, annual training duty, and attendance, while in the active military service, at a school designated as a service school by law or by the Secretary of the military department concerned. Such term does not include full-time National Guard duty.
What is considered a First Responder?
The term “first responder” includes a firefighter, law enforcement officer, paramedic, emergency medical technician, or other individual (including an employee of a legally organized and recognized volunteer organization, whether compensated or not), who, in the course of his or her professional duties, responds to fire, medical, hazardous material, or other similar emergencies.
Does the membership expire?
No, memberships do not expire but can be subject to change or cancellation at any time.
My membership comes with a free walk-in-only Neck Shaves, how do I use it?
Walk into any of our locations during regular business hours and let our staff know that you’re a member. You’ll be taken back and given a next shave by the next available barber. You cannot book an appointment online for a neck shave at this time.
A neck shave includes trimming of the hair near the hairline from the top of the ear to the back of your neck, followed by a hot towel neck shave.
Clippers are not used to reduce length during a neck shave. Only the hairline is trimmed and the back of the neck is shaved with a razor.
What are the membership terms and conditions?
Visit this page to view our membership terms and conditions and other policies.
How do I tip my barber if I have a membership?
You may tip your barber in cash (preferred method) or request to leave a tip on your card. Please note, we do not keep any cash in-store for change.
Referral Program Questions
Do you have a referral program?
Yes, we do! If you are already an existing client you have your own unique referral code to share with friends. If your friend is a new client to us and purchases a service using your referral code, you’ll each save money.
Staff Related Questions
Why I don’t see my usual barber’s name as an option?
There could be many reasons for this, the following list is the most common reasons why you are not seeing your usual barber’s name:
The barber is fully booked
The barber is not scheduled for the selected date
The location is closed
The barber has moved to a different location
The barber is no longer employed by us
Why doesn’t my barber have any openings?
The most common reasons why barbers may not have any openings is because they are fully booked with appointments or they do not have enough time for the service(s) you selected. Try removing a service or looking on a different day.
Who’s the best barber?
Unlike many other barbershops, each barber receives a minimum of a few weeks of training before they are allowed to work unsupervised. Barbers have varying degrees of experience and personalities. We regularly promote our barber’s work on our Instagram. We’d suggest trying at least two different barbers.