Shipping policy
Shipping Policy
We're committed to fast, reliable delivery and clear communication every step of the way. Here you'll find information on our processing times, shipping methods, costs, and destinations.
Order Processing Time
All orders are typically processed within 1–3 business days (Monday through Friday, excluding holidays). Orders placed before 12:30 PM Pacific Time on business days will usually begin processing the same day. Orders placed after that cutoff or on weekends/holidays will start processing on the next business day. During high-volume periods (such as sales or holidays), processing may take a day or two longer, but we'll do our best to keep things moving quickly. You will receive an email confirmation with tracking once your order has shipped.
Order Changes & Cancellations
Need to make a change? You may cancel or modify your order within 24 hours of placing it. After 24 hours, orders are already being prepared for shipment and can no longer be changed or cancelled. If you need to update an address or item and the 24-hour window has passed, please contact our support team — we can't guarantee changes at that stage, we'll do our best to assist.
Shipping Options & Costs
We offer the following shipping methods at checkout:
- FREE Shipping
Estimated Delivery Times
Delivery times begin once your order has shipped (after the 1–3 day processing window). Below are the estimated transit times for our main shipping destinations:
| Destination | Express Shipping (Standard) | Priority Shipping (Expedited) |
|---|---|---|
| United States | 7–15 business days | 5–10 business days |
| Canada | 10–15 business days | 7–12 business days |
| United Kingdom | 12–15 business days | 7–10 business days |
| Australia & New Zealand | 12–15 business days | 7–10 business days |
| Other International | 14–20 business days | 8–14 business days |
For countries outside our primary list, delivery times can vary. We currently ship to the USA, Canada, UK, Australia, and New Zealand. If your country isn't listed, please check availability at checkout or contact us to confirm if we can ship to you.
Please keep in mind that these are estimates provided by our shipping partners. Actual delivery can be affected by factors like customs processing, local postal delays, or remote locations. Business days do not include weekends or public holidays. If your package is taking longer than expected, we appreciate your patience — feel free to reach out to us if you have concerns, and we'll help track it down.
International Shipping & Customs
We currently ship to the following regions: United States, Canada, United Kingdom, Australia, and New Zealand. We are looking to expand our delivery regions in the future. If you're outside these areas, please contact our support to see if we can accommodate your order.
For international orders (outside of the U.S. and Canada), shipping costs are calculated at checkout based on your location and package weight. Any import duties, taxes, or customs fees imposed by your destination country are the responsibility of the customer. (Some charges, if applicable, are not included in our standard shipping prices, since they vary by country.) Your local postal service or carrier may reach out to you for payment of any such fees before delivering your package.
Lost or Delayed Packages
If your package seems to be taking unusually long or tracking hasn't updated in several days, please don't hesitate to contact our support team. While carriers are rare, we will work with the carrier to get information and resolve the issue. In the unlikely event that a package is lost in transit, we will reach out to you directly to arrange a replacement or issuing a refund.
Need Help?
For any shipping-related questions or assistance, we're here for you. You can email us anytime at support@definecurls.com. Our customer support team is available Monday through Friday and typically responds within 24 hours (often sooner). We're happy to help with tracking inquiries, address issues, or any concerns you have about your delivery.
Email: support@definecurls.com