Shipping policy

Shipping Rates and Policies

Shipping rates are calculated at checkout and may vary based on region and carrier policies. Please note that rates and delivery service level agreements are subject to change without prior notice.

Applicable carrier rates apply for parcels delivered using these options and are the responsibility of the customer, unless the minimum purchase threshold for free shipping is met. Hair Care Canada is not liable for negligence of the carrier leading to loss or damage, disruptions to carrier services, including but not limited to those caused by weather, labor disputes, pandemics, political unrest, protests, or other unforeseen events that may impact the carrier's posted delivery timelines and/or their failure to deliver due to circumstances that were solely the carriers fault. Hair Care Canada is not liable and claims in these circumstances are the receivers responsibility . 

Hair Care Canada reserves the right to decline orders that incur unreasonable shipping costs and will work with customers to resolve any unforeseen circumstances.

Weather-Related Shipping Notice:

Hair Care Canada guarantees that all goods shipped are in new, undamaged, saleable condition upon leaving our facility. However, we assume no responsibility for damages incurred once the goods have been shipped. Any damage to goods upon delivery should be addressed with the delivery company or carrier independently of Hair Care Canada.

It is important to note that some products may freeze if exposed to below-freezing temperatures for extended periods. Our contracted carriers typically deliver goods to customers' doorsteps or mailboxes, so it is crucial for customers to retrieve their packages promptly to avoid exposure to the elements.

The responsibility lies with the customer to ensure timely collection of the parcel, to prevent potential freezing, theft, or other damage. If retrieval is not possible, the customer may instruct Hair Care Canada to make alternative delivery arrangements.

While freezing does not affect the performance of beauty and hair care products, liquids may expand when frozen. Once thawed, these products will return to their original molecular structure. Hair Care Canada does not refund products damaged by freezing, as we cannot control how long the customer or carrier leaves the product exposed to freezing temperatures.

Undelivered, Missing Shipments, Incorrect Address Delivery, Late Shipments, and Item Discrepancies

All shipments from Hair Care Canada are accompanied by a tracking number specific to the carrier. It is the customer's responsibility to contact the carrier directly for assistance in locating any missing orders. Hair Care Canada is not responsible for any actions or operations of the carrier and relinquishes responsibility for the package once it is handed over to the carrier.

Hair Care Canada has no control over the handling of the package once it leaves our facility, and we are unable to intervene in cases of theft or freezing at the customer's location. We are not responsible for parcels stolen from outside the customer's residence. Proof of delivery will be verified through the carrier’s platform via signature confirmation or images of the delivery location should the customer select this service at time of order placement, otherwise HCC ships as "do not safe drop" which delivers the parcel to the receivers secure mailbox. HCC is not responsible for carrier negligence or disregard of instruction leading to theft of parcels shipped by HCC. In the event of theft the receiver must initiate a claim directly to Canada Post. HCC does not refund or replace stolen parcels as HCC has absolutely no control over what may occur at the delivery point. 

In cases of theft or freezing at the point of delivery, the customer must provide special instructions, such as requesting a "signature required" delivery, at the time of order. If no one is available to sign, the parcel will be redirected to the carrier’s depot for pickup. If the package is not located at the depot, the customer must initiate an investigation with Canada Post or Purolator directly to locate the parcel.

If required, Hair Care Canada will initiate an insurance claim once the customer-initiated investigation is complete, but a ticket number from Canada Post or Purolator is necessary.

For undelivered orders, please visit the following link to initiate an investigation by entering your tracking number: Canada Post Investigation or for Purolator: Purolator Tracking.

For orders that have not been received, please visit the following link to initiate an investigation by entering your tracking number. Please do not use the virtual assistant. Instead, speak directly with a Canada Post or Purolator representative, or complete an online request for investigation, as their standard procedure requires the sender to file a claim. We are unable to initiate a claim until Canada Post has verified the details of the missing parcel with the customer and issued a ticket.

Canada Post Investigation

Purolator Investigation

Reporting Item Discrepancies

Any item discrepancies must be reported to Hair Care Canada immediately upon receipt of goods. We offer a 7-day grace period after delivery confirmation to ensure timely investigation and resolution of any issues.

Distribution

Hair Care Canada ships products nationwide.

Terms of Service Agreement

By completing a purchase from Hair Care Canada, the customer agrees to these terms in full. Hair Care Canada reserves the right to revise these policies without notice. All content is copyrighted and proprietary to Hair Care Canada.

Questions?

For inquiries, please contact us at support@haircarecanada.ca.