Shipping Policy

Shipping Charges

All orders under $20 will be charged $3.99

All orders $20 and over will receive Free Shipping


Policy

KeepHairUp ships to all street addresses and Post Office boxes in all 50 states. All orders dispatch from KeepHairUp's distribution facility in York, Pennsylvania. Standard processing time is less than 1 hour during business hours. Orders placed before 2.p.m EST will be processed and shipped the same day. Orders placed after 2 p.m. EST will be processed and shipped the following business day.

 All domestic orders ship via United States Postal Service. Packages under 1 lb are sent via USPS First Class Mail and the estimated delivery time is between 1-5 days. Packages over 1 lb are sent via USPS Priority Mail and the estimated delivery time is between 1-3 days typically. All orders will be receive a tracking number. 

All international orders ship via DHL eCommerce. DHL handles all mail until it leaves the United States, where it is turned over to the United States Postal Service. Once the packages clears customers in the destination country, the service then utilizes the destination countries Postal Service as a means of delivery. Transit times vary based upon destination country. If you have a question regarding delivery times, please Contact Us and we will be happy to provide an estimated delivery window.
     
    Shipping and Delivery Procedure

    Once an order is placed, customers will receive two confirmation emails. The first email is the confirmation that your order have been received in our system. This email will be sent immediately after the order is placed and serves as the customer's order receipt. It will include the order number, billing address, shipping address, payment method, items ordered and order total. The second email is the shipping confirmation email. This email is sent to the customer immediately after the order has been issued a shipping label and tracking number and the package is awaiting pickup from our distribution facility. It includes the order shipping method, tracking number and a link to the shipping carriers website where the order status can be tracked.

    In a rare circumstance, there may be a delay in the dispatch of a customer order due to unforeseen issues in the warehouse. If a shipping confirmation email has not been received within two business days after placing the order, please Contact Us for an update on the status of the order. 

    Out of Stock Orders

    On rare occasions, certain purchased item(s) may become unavailable due to supply chain disruptions or unexpected surges in product demand. In such cases, KeepHairUp will notify the customer as soon as possible and provide a full refund.

    Partial Out of Stock Orders

    In the event that the unavailable item is part of a larger order that includes other items which are in stock and ready to ship, KeepHairUp will ship the remainder of the order and provide the customer with a refund for the missing item(s).

    Cancelled Orders

    KeepHairUp orders may be cancelled if they have not yet been dispatched from our distribution facility and these orders will receive a full refund. To cancel an order, customers should use the Contact Us form stating their intention to cancel the order. Due to the quick processing time, some orders placed around 2 p.m EST will be dispatched from our facility almost immediately, so please contact us immediately to avoid restocking fees. Only orders cancelled before dispatch will be issued a full refund under this policy. All other requests will be treated as returns and subject to the KeepHairUp Return Policy

    Orders Not Received

    As stated above, most domestic orders are delivered within 5 business days and most international orders are delivered within 15 business days. If delivery takes longer than these estimated time frames, the customer should Contact Us and a customer service representative will assist in tracking the status of the order. 

    In orders to receive assistance with an order not received, customers must contact KeepHairUp no longer than 30 days after the shipment of a domestic order and 45 days after the shipment of an international order. Beyond these time frames orders are considered final an no refunds will be issued for orders not received.

    Incorrect Address

    Customers are responsible for providing complete and accurate shipping address information and ensuring that packages can be safely delivered to the address provided. If delivery is unsuccessful, either because an incorrect address was provided or because delivery of the packages was refused or unclaimed, it is incumbent upon the customer to Contact Us for assistance. Upon receipt of the returned order, KeepHairUp will provide a full refund to the customer less any shipping charges incurred by KeepHairUp. KeepHairUp will not resend an order to an address where one delivery attempt has already failed unless the customer is able to provide a verified correction to the original address.

    Returns and Damaged Items

    If a customer receives an item that is damaged or defective, the customer may return or exchange the item pursuant to KeepHairUp's Return Policy. Please visit our Return Policy page for specific instructions on returns and exchanges.