Shipping policy

Shipping & Delivery Policy

Address Accuracy & Returned Packages Please double-check your shipping address at checkout to ensure it is completely accurate. It is especially important to make sure no details are missing, such as an Apt #, Suite #, or Unit #.

  • Returned to Sender: If a package is returned to us by the carrier due to an incorrect, incomplete, or undeliverable address provided at checkout, the customer will be responsible for the new shipping costs to send the package back out.

  • Refunds on Returned Packages: If a package is returned to us due to an address error and you prefer a refund instead of having it re-shipped, please note that your original shipping charges are non-refundable.

Order Processing

  • Cut-Off Time: Most orders placed before 12:00 PM EST will ship within 1 business day. Depending on daily order volume, we will always do our absolute best to process and dispatch your items as quickly as possible.

  • Business Days: We process and ship orders Monday through Friday. Please note that we do not process or ship orders on weekends or major holidays.

Transit Times & Carrier Liability

  • Estimates, Not Guarantees: Any transit times provided at checkout are strictly estimates provided by the shipping carriers; they are not guaranteed delivery dates.

  • Carrier Control: Once a package is handed over to the carrier, we have no control, input, or visibility over its delivery schedule beyond the provided tracking information.

  • Unforeseen Delays: Please be aware that transit times can be extended due to circumstances completely beyond our control. This includes severe weather events, peak holiday shipping volume, geopolitical issues, or Acts of God.

Multiple Orders Placed on the Same Day For order accuracy and to streamline the return process, orders placed separately will always be shipped separately.

  • No Combined Shipping: Even if you place multiple orders back-to-back on the same day, they cannot be combined into a single shipment.

  • Individual Tracking: Each order is processed individually and will receive its own unique tracking number. This ensures there is absolutely no confusion regarding which items are in which package, especially if an exchange or return is needed later.

Order Cancellations & USPS Tracking Updates

  • Cancellations: We process orders very quickly. If you change your mind, please use the cancellation feature available on your order confirmation page or account dashboard as soon as possible. If you cancel an order after it has already shipped, it will need to be processed as a standard return once you receive the package. Please note that in this scenario, your original shipping costs are non-refundable.

  • "Label Created" Status (USPS): Because of our high daily shipping volume, USPS picks up our packages in large, combined containers. If your USPS tracking status shows "Label Created," it means your postage has been paid and the package is likely already in the hands of the courier. USPS often does not perform the initial scan until the containers are unloaded and processed at their sorting facility, so please allow a little extra time for the tracking to update.

Missing or Stolen Packages (Marked as Delivered)

  • Stolen Packages: We cannot be held liable for packages that are lost or stolen from your property after the carrier has successfully delivered them. We do not issue refunds or send replacement products for orders marked as delivered.

  • What to Do: If your tracking shows delivered but you cannot find your package, we recommend taking the following steps:

    • Wait 24–48 hours, as carriers occasionally scan packages as delivered before physically dropping them off.

    • Check with family members, roommates, or neighbors who might have accepted it on your behalf.

    • Look in hidden areas around your porch, side doors, or mailroom.

    • Contact your local post office or the carrier directly with your tracking number to request the GPS coordinates of the delivery drop-off.

Important: Planning for Hair Appointments

  • If you have a scheduled appointment with a stylist or beautician, please purchase your products with ample time for delivery. We highly recommend waiting until you have your hair in hand before booking your appointment, as we cannot be held responsible for carrier delays.

International Shipping

  • Please keep in mind that international orders are inherently more susceptible to unexpected delivery delays due to customs processing, cross-border transit times, and local delivery hand-offs.

Customs, Duties, and Import Taxes (International Orders)

  • Customer Responsibility: All international orders (including those to Canada) may be subject to customs duties, import taxes, and brokerage fees determined by the destination country's government.

  • Not Included in Price: These potential fees are not included in our product prices or your shipping costs at checkout.

  • Payment upon Delivery: The recipient of the package is the importer of record and is strictly responsible for paying any applicable duties and taxes upon delivery.

  • Refused Packages: If you refuse to pay these fees and the package is returned to us, your original shipping costs will not be refunded, and any return shipping fees charged by the carrier will be deducted from your final refund.