Free Shipping on Orders over $150
Most orders ship within 2-3 business days (excluding weekends and holidays), but may vary depending on the availability of products ordered. This period excludes delivery times, which depend on your geographic location. You will receive an order confirmation after you place your order and a shipping notification with tracking information once your order has shipped.
** NOTE: Due to COVID-19, processing times are longer than usual. Please refer to the COVID-19 Update page for more information.
Our standard shipping carrier is Canada Post for all deliveries, in order to accommodate all shipping needs across Canada. Canada Post will deliver your package to the address indicated on your order. If there is no one available to receive the order, Canada Post will hold your parcel at the closest post office where you will be able to pick it up within a set time frame.
- In the event the parcel is refused or not picked up within this time frame, it will be sent back to us. We will reach out to you with the option of re-shipping or refund, less the shipping fee.
Tracking is available through Canada Post and will indicate the estimated delivery date.
All appropriate local and provincial sales taxes will be added to your shipping charges where applicable.
ESTIMATE DELIVERY TIMES
- British Colombia and Alberta: 3-6 business days
- Manitoba and Saskatchewan: 3-5 business days
- Quebec and Ontario: 1-4 business days
- Newfoundland, Labrador, Nova-Scotia, P.E.I, New Brunswick: 2-6 business days
- 3-6 business days
For more remote areas in Canada, certain additional delays and conditions may apply.
CARRIER DELIVERY DELAY
Our delivery times are for information only and do not constitute a guarantee. That said, if you experience an unusual delay in the delivery of your package, contact us at firstname.lastname@example.org and we will open a service ticket with the carrier. If necessary, additional delays may apply. Also, please note that we can not proceed to send a replacement package without confirmation from the carrier as to the status and whereabouts of your initial package.
NOTE: We do not ship outside of Canada and the United States.
We strive to keep every customer happy and to accommodate every request wherever possible.
Our return and exchange policies are as followed:
- Returns must be pre-arranged by initiating a return on your account (instructions below)
- Returns must be arranged with us within 30 days of the date of purchase
- Refunds will only be issued if the product is unused, in it’s original packaging, and in sellable condition (as determined by us upon receipt)
- For all exchanges and/or replacements, the new item will be sent to you once the returned item is received by us
- All purchases of hair colours and chemicals are FINAL SALE. Hair colours and chemicals are for professional use only.
- For reasons of health & hygiene - appliances, tools, hair extensions, and products that are used directly on your hair, skin, or nails, cannot be exchanged unless defective. All the speciality products come with a one year warranty for all manufacturing defects. In case your purchased item became defective or for whatever reason you are not completely satisfied with it, we recommend to address the manufacturer for replacement.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
For an order with discounted or free shipping, the actual shipping cost ($14.95 for Canada Post Expedited shipping) will be deducted from the refund amount.
- For USA customers: please declare the package as Return Product with a value less than CA$20; otherwise there will be extra Canadian tax/duty and/or customs brokerage fee, which will be deducted from the refund.
Please initiate a return by following the instructions below and we will review your request. Once your request has been approved, we will send you instructions on how to print your prepaid return label and send the items back to us.
To initiate a return, please complete the following steps:
Step 1: Login to your account, locate the order that you want to return, and click on “Return Items?”
Step 2: Once your return has been approved, we will send you instructions on how to print your prepaid return label
Step 3: Pack your return shipment securely and ship it out at any Canada Post location
Step 4: Returns are processed within 5 business days of being received and inspected by Hair Square. An email will be sent when your return is processed and will be issued back to your original payment method
Refund for any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be granted.
Need to Cancel an Order?
If you would like to cancel an order that you have placed, please email us right away so we can cancel and issue you a refund before the item gets shipped out.
We are unable to process exchanges. If you wish to exchange an item, please return the item for a refund and place a new order for the item desired.
- All sale items are final sale. There are no refunds or exchanges for discontinued items or any items purchased on sale.
- If an item in your order arrives damaged or defective, please us at email@example.com and we will assist you with replacing or crediting the damaged items.
- If your package is undeliverable due to incorrect address, unclaimed or refused, it will be returned to Hair Square by the carrier. It is customer's responsibility for the charges occur, including the original and return shipping cost, therefore only the cost of the product will be refunded.
- Order cannot be cancelled once a shipment notification has been sent out to you via email. Customers who wish to cancel their order will need to follow the return policy.
- Please do not send your purchase back to the manufacturer.