Shipping Policy

What are your shipping methods and how long do they take?

We're working hard to get your order packed quickly. It usually takes about 1 or 2 business days for us to pack up and ship out your order.

Express and Next Day orders placed before 10 am PT ship out the same business day, and orders placed after 10 am PT or on the weekend will ship the next business day.

Shipping times are within the continental U.S.

*Not available for P.O. Boxes.

How do I track my order?

You’ll receive a shipping confirmation email that includes your tracking number once your order is packaged at our warehouse. Tracking links generally need 48–72 business hours to be updated with tracking information.

You can also find your tracking information by logging into your Intacte Hair Account and navigating to your Orders & Returns.

Please note: Due to the global impact of COVID-19, many carriers are experiencing delivery delays, so if you’re still not sure where your order is, please reach out to the number(s) below:

U.S. Postal Service: 1.800.222.1811

FedEx: 1.800.463.3339

UPS: 1.800.742.5877

DHL eCommerce: 1.317.554.5191

DHL Express: 1.800.225.5345

360Zebra: Email support only

This article is for US-based customers.

If your package has been marked as delivered but you haven’t received it, you can find additional information here.

What if my order arrives damaged, incorrect, or is missing an item?

Please contact us here and we'll make sure you're taken care of.

Select Order Issues from the dropdown menu. Then, find the product name, which can be found by logging into your Intacte Hair account and navigating to Orders & Returns or in your confirmation email.

If we're assisting you with a defective or incorrect item, we will provide a free return label and ask that you send the damaged or incorrect product back to us.

This article is for US-based customers. 

How much does shipping cost?

All U.S. orders for $100 or more will receive free Standard Shipping.

No Rush (4–8 business days + processing time): free

Standard (3–5 business days + processing time): $9.95

Express (2–3 business days + processing time): $19.95

*Processing time is  1-2 business days

What if my order has been marked as delivered, but I haven't received it?

If your order is marked as delivered, but you still don't have it, a few things may occur:

• Your delivery person puts your package somewhere discreet to make sure no one steals it—behind a plant, under a bush. We've seen it all (and appreciate their thoughtfulness).

• Your delivery person marked your package as delivered a few days in advance, and the package may still be on the way.

• A neighbor or roommate may have accepted the package for you.

If the above doesn't apply and you can't find the package, please double-check your shipping address on your order confirmation to ensure that the order was shipped to the correct address.

If the package is marked as delivered and still hasn’t shown up after ten days, please let us know here. 

Please note: We are not responsible for orders shipped to a third-party forwarding service. Please contact the third-party shipper if any shipping issues arise with an order shipped to a forwarding address, including lost shipments, or questions regarding tracking.

For UPS Domestic Packages: If your package is marked as lost or damaged, feel free to file a claim with UPS directly. 

If you happen to receive your original order after you’ve received your replacement package, we kindly ask that you return the former. You can contact us, and we will send you a return label so you can ship the original package back to us free of charge.