Shipping policy

SHIPPING OPTIONS & RATES

Where do we Ship to?

We ship to most locations in Canada, United States U.K and internationally. Except P.O. Boxes and some remote locations.

What are your shipping options and shipping rates?

At Hello Hair, we try to offer you the least expensive shipping rates.

To achieve this goal, we have obtained the service of many different carriers. When you place items in your shopping cart and place the order, it calculates the shipping cost based on the weight and dimension of the items and the destination of your items.

Your total shipping will be calculated automatically during checkout prior to the completion of your order. You will be provided with your order's actual total shipping cost during checkout. 

Shipping policies and delivery windows are subject to change. In the case where national carriers are unavailable we may use other local third party carriers to service customers.

DELIVERY TIME

Each shipping method has its own restrictions and charges that will be applied to your order and are based upon a simple calculation of order processing time and actual shipping time in business days. Please note that business days are Monday through Friday, excluding Holidays in Canada.

If we are unable to complete the delivery of your order to the address provided, we will attempt to contact you to verify the address or might have to cancel the order. 

Are there any rules and restrictions I should know about?

Please be aware of the following:

• Orders are shipped on business days only. Business days are Monday-Friday from 9am to 5pm, excluding Holidays in Canada.
• Orders cannot be shipped to a Post Office Box or Some Rural Route addresses.
• The delivery fee for freight item includes the delivery of the item to the garage or the main entrance. The item will NOT be delivered in the house or apartment. For delivery in apartment building, the delivery might be left at the main door of the building, if a concierge is there to accept it. 

Calculating Your Delivery Date: Pre-Order Items

Pre-Order items are available for purchase on the Hello Hair website in advance to general public release date. Pre-Order items are shipped directly to you once the stated release date arrives and you will be notified of your order status via email. You will not be charged for any item until it is shipped to you. Your order will ship within 4-10 business days after the release date. Release dates may vary based on the product.

What carriers are used in shipping Hello Hair orders?

At www.hellohairbook.com, we use many different carriers to ship your orders. All carriers deliver Monday to Friday, 9:00 to 5:00 p.m.

How can I find the status of my order?

To find the status of your order:

• If you already have an account, sign in under the Registered Customers section, and click the order number to view additional information about the order.
• If you are not a registered customer or if you don't want to sign in, type your Order Number, email address and Postal code. You may view information about your most recent orders (including tracking information), as well as past orders you've placed on Hello Hair. 
• After your order is shipped, the status will be updated from Processing to shipped.  An email with the tracking number will be sent to you. A shipping carrier may not have the ability to provide a tracking number for up to 48 business hours. 

Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these instances, the website and the email will not offer tracking information, but will still offer order status and other details. Please read the information below to learn the difference between tracking information and order status. 

When can I track my order?

Tracking numbers are assigned to packages at our warehouse almost immediately, and appear in the shipping confirmation email sent to you. It may take up to 48 hours or longer before the package is checked into the carrier's tracking system. Please note that this means even though your package has left our warehouse, the carrier may not be able to provide any information about your package for up to 48 hours or more. 

Orders placed on the Hello Hair website may be delivered by one of several different carriers and shipping methods. Therefore, tracking availability may vary depending on the type of item you purchased, the shipping method you selected during Checkout, and the carrier that is delivering your item(s).

My order is late, what can I do about it?

If you are having any problems with your order, please check the order status in your account. If the item is showing as shipped, you can track your package with the carrier using the tracking number provided in the shipped email.

Orders that are shipped via a trackable method will have tracking information available. Please check this information if available and read through the following options:

• If the tracking information indicates the package has been delivered, please check with your neighbors or family members. Packages are occasionally left with neighbors, a building manager, or are placed somewhere relatively safe such as your porch, garage, or even behind bushes.
• If the tracking information indicates the package is being returned to us, or if the address is incorrect, it may have been undeliverable.

Finding Your Order Status

Find the status of your order by:

• Checking your email: You entered an email address during checkout. We will email this address to keep you up-to-date about the status of your order.
• Visiting the Hello Hair website: Go to our website and click your Account at the top of any page. If you already have an account, sign in under the Returning Customers section. If you are not a registered customer or if you don't want to sign in, type your order number, email address and billing postal code under Track my order section. You may view information about your most recent orders as well as past orders you've placed on Hello Hair

EMAIL ABOUT YOUR ORDER

After you place your order, you will receive e-mails about your order status. Below are some examples of e-mails you might receive:

• Order Confirmation: This e-mail confirms that we have received your order, and includes your order number. We recommend that you keep this e-mail for your records.
• Shipment Confirmation: This e-mail confirms that your order, or part of your order, has been shipped. If there were any remaining items in your order that were not shipped you will receive an e-mail confirming the shipment of each item. The arrival time of your order depends on the shipping method selected, the item itself, and the destination address specified for the item. The tracking number will be included in this email.
• Important Notice About Your Order: There are a few reasons why you would receive this e-mail, including: difficulty in processing your order, inability to ship your item(s) to the address provided, or cancellation of order.

DELIVERY OF YOUR ITEMS

The delivery date of your order depends on when the order leaves our warehouse, where the destination address for the item is, and the shipping method.

Please keep in mind that business days are Monday through Friday, excluding federal holidays within Canada.

When your order is delivered, you should immediately inspect the package for any potential damage that may have occurred during shipment. Carefully inspect the packaging, as well as the contents of the package.

It's important to note that the freight trucking company is not responsible for carrying the item inside. 

CHANGING OR CANCELLING YOUR ORDER

After you have clicked "Submit", you may not be able to cancel part of your order or your entire order.  You can contact our Customer Service for assistance however we have a very limited amount of time in which to cancel your order, as our system is designed to fill orders and get them on their way as quickly as possible. We will attempt to contact the warehouse however the cancelation will not be guaranteed.

Your credit card will not be charged if your order is canceled however if you used a Gift Card to pay for your order, you may not receive credit back for a time period of up to 3 to 5 business days.

Cancellations Due to Order Processing Difficulties

Occasionally an order or part of an order may be cancelled for various reasons. Some reasons are:

• The item(s) are not available.
• Your payment information could not be verified.
• The shipping address could not be verified.

If your order is cancelled, you will receive a notice regarding your order via e-mail. You will not be billed for any cancelled items.