Shipping & Returns

Return Policy

  • Return window: Return requests must be submitted within 30 days of the carrier-confirmed delivery date.
  • Approval required: You must submit a return request and receive approval before sending an item back. Unauthorized returns will not be processed. If an unauthorized package must be sent back to you, you will be responsible for the additional shipping cost.
  • Return shipping: Unless the return is caused by our error—such as a defective, damaged, missing, or incorrect item—the customer is responsible for return shipping costs. We do not provide a complimentary return label for customer-choice returns. If available, you may purchase a return label through us.
  • Restocking fee: A minimum 20% restocking fee applies to approved returns that are not caused by our error. Additional deductions may apply if the item, retail packaging, tags, accessories, manuals, or included materials are missing, damaged, altered, opened, used, or otherwise not in resellable condition.
  • Refund amount: Approved refunds may be reduced by the original shipping charge, our actual outbound shipping cost, return shipping costs when applicable, restocking fees, and any other applicable deductions. For orders that received free shipping, our actual outbound shipping cost may be deducted from the refund.
  • Refund eligibility: Returned items must be unused, unopened, unaltered, and in resellable condition with all original packaging, tags, accessories, manuals, and included materials. If an item is not resellable when received, we may deny the refund. The customer will be responsible for the shipping cost if the item must be returned to them.

Health, Hygiene & Personal-Care Items

  • For health and hygiene reasons, opened, used, worn, tried-on, washed, brushed, combed, cut, altered, colored, styled, sprayed, scented, installed, or otherwise handled hair products, wigs, cosmetics, skin-care products, lashes, adhesives, and personal-care items cannot be returned or exchanged.
  • Wigs and hair products must remain in their original condition. Lace must not be cut, hair must not be brushed or combed, and the product must not be worn, styled, colored, sprayed, scented, washed, or altered in any way.
  • Color, packaging, texture, shade, scent, size, or other normal product variations are not considered defects unless the product received is different from the item ordered.

Non-Returnable Items

  • Final-sale, clearance, discontinued, special-order, wholesale, and promotional items are not returnable or exchangeable unless we shipped an incorrect item or the item arrived defective, damaged, or incomplete due to our error.

Damaged, Defective, Missing, or Incorrect Items

  • Claims for damaged, defective, missing, or incorrect items must be submitted within 3 calendar days of the carrier-confirmed delivery date.
  • We may require clear photos or video of the item, shipping carton, shipping label, internal packaging, damage, defect, and all items received. Please keep all products and packaging until your claim is resolved.
  • Submitting a claim does not automatically guarantee a refund or replacement. We will review the documentation and provide the available resolution after verification.

Exchange Policy

  • We do not process direct product-for-product exchanges. To exchange an item, submit a return request and receive approval before sending the item back.
  • Unless the return is caused by our error, the customer is responsible for return shipping. We do not provide a complimentary return label, although you may purchase a return label through us when available.
  • After the returned item is received and inspected, approved merchandise value will be issued as store credit.
  • Original shipping charges are nonrefundable. For orders that received free shipping, our actual outbound shipping cost may be deducted from the store credit. A minimum 20% restocking fee and other condition-related deductions may apply.
  • Opened, used, damaged, altered, or otherwise non-resellable items are not eligible for exchange or store credit.

Cancellation Policy

  • Cancellation requests are not guaranteed. A full refund is available only if we can cancel the order before processing, packing, shipping-label creation, shipment, or carrier pickup begins.
  • Once an order has been processed, packed, labeled, shipped, or transferred to the carrier, the cancellation will be handled as a return and all applicable shipping costs, restocking fees, and other deductions will apply.
  • Refusing a shipment does not cancel the order. Refused packages are handled under the Return to Sender policy below.
  • For in-store pickup orders, a minimum 20% restocking fee applies if the cancellation request is received after the order has been prepared at the selected pickup location.

U.S. Shipping

  • We offer free standard shipping to eligible addresses in the contiguous United States on merchandise orders of $70.00 or more.
  • Eligible merchandise orders from $0.00 through $69.99 are charged a $7.99 standard flat-rate shipping fee.
  • Alaska, Hawaii, U.S. territories, APO/FPO addresses, and international destinations are not eligible for the contiguous-U.S. free or flat-rate shipping offers. Available shipping charges are shown at checkout.
  • Shipping promotions are based on the merchandise subtotal after discounts and before taxes, unless the promotion states otherwise.

Order Processing & Delivery Estimates

  • Orders placed before 8:30 AM Central Time (CT) on a regular business day may be processed the same day under normal circumstances. Same-day processing is not guaranteed.
  • Orders placed after the cutoff, or on weekends or holidays, are normally processed on the next business day. Friday orders may not be processed or scanned by the carrier until the next business day.
  • Order processing time and carrier transit time are separate. A delivery estimate begins after the carrier accepts and scans the package, not when the order is placed or the shipping label is created.
  • Expedited shipping shortens carrier transit time only. It does not eliminate order processing time and does not guarantee same-day shipment.
  • Delivery dates are estimates, not guarantees. Weather, carrier delays, peak-season volume, inventory transfer, address verification, security review, and other circumstances may cause delays. We will contact you if we need additional information or expect a significant processing delay.

Address Accuracy

  • Customers are responsible for providing a complete and accurate shipping address, including apartment, suite, unit, and business information when applicable.
  • If our system identifies a possible address problem, we may contact you and place the order on hold until the address is confirmed. This may delay processing and delivery.
  • Address-correction charges, reshipping charges, return shipping, and other carrier fees caused by an incomplete or incorrect customer-provided address are the customer's responsibility.
  • Once a carrier confirms delivery to the address entered at checkout, we are not responsible for loss or theft occurring after delivery, except where required by applicable law or covered by Route Package Protection.

Route Package Protection

  • Route Package Protection is optional and applies only when it is selected and paid for at checkout.
  • Route-protected customers must submit lost, stolen, or damaged package claims through Route. Claim eligibility, required documents, deadlines, and claim decisions are governed by Route's terms and claims process.
  • Route Package Protection does not cover customer remorse, incorrect addresses entered by the customer, carrier delays without loss or damage, or other situations excluded by Route's terms.

Lost, Stolen, or Damaged Packages

  • If tracking shows only that a label was created and there is no carrier acceptance scan, contact us so we can investigate the shipment status.
  • If tracking shows delivered but the package cannot be located, check the delivery area, household members, neighbors, building staff, and the carrier. If Route Package Protection was purchased, submit the claim through Route within its required timeframe.
  • We are not responsible for theft or loss after the carrier confirms delivery to the address provided at checkout, except where required by applicable law or covered by Route Package Protection.
  • For damaged deliveries, keep the product, shipping carton, label, and all packaging materials and submit clear photos or video within 3 calendar days of delivery.

Local Delivery & In-Store Pickup

  • Local delivery is available only for eligible delivery addresses shown at checkout. Eligibility is determined by the delivery area or ZIP code configured in our checkout.
  • Local delivery and in-store pickup order processing is available Monday through Friday. Orders prepared and confirmed ready by Friday may be picked up on Saturday if the selected store is open.
  • Please wait for the ready-for-pickup notification before traveling to the selected pickup location.
  • If an in-store pickup order is not collected within 14 days of the order date and we have not approved an extension, the order may be canceled and a minimum 20% restocking fee will apply.

Refused, Undeliverable, or Return-to-Sender Packages

  • If a package is refused, unclaimed, undeliverable, returned because of an incomplete or incorrect address, or otherwise returned to us by the carrier, it will be handled as a Return to Sender shipment.
  • If you request reshipment, you are responsible for the new shipping charge and any address-correction, return, customs, carrier, or related fees.
  • If you do not pay for reshipment, the package will be handled as a return. The original shipping charge is nonrefundable, and our actual outbound shipping cost, return shipping cost, carrier fees, customs charges, a minimum 20% restocking fee, and other applicable deductions may be subtracted from the refund.
  • A refund may be denied if the returned merchandise is damaged, opened, used, altered, incomplete, or otherwise not in resellable condition.

International Shipping Policy

  • Aerosol products are regulated as dangerous goods and cannot be shipped internationally.
  • International shipping charges are calculated based on destination, package weight, package dimensions, service level, and the number of packages. Additional shipping charges may apply.
  • Duties, import taxes, tariffs, brokerage fees, customs charges, and other destination-country fees are not included in our product or shipping prices unless checkout specifically states otherwise. These charges are the customer's responsibility.
  • Customers are responsible for confirming that the products ordered can be legally imported into the destination country. We are not responsible for customs delays, import restrictions, seizure, refusal, abandonment, or other actions by customs or local authorities.
  • If an international shipment is returned because of unpaid duties or taxes, refusal, customs restrictions, an incorrect address, or failed delivery, the original shipping charge, return shipping, customs charges, carrier fees, a minimum 20% restocking fee, and other applicable costs may be deducted from the refund. Shipping charges are nonrefundable.