FAQ

Ordering and delivery

Where is my order confirmation?

This is automatically sent to your email address when you place an order. Please check your spam, junk mail, or Promotions folder if the confirmation is not in your inbox. If you accidentally entered your email address incorrectly at checkout, please email us at hello@curlwarehouse.com so we can update your contact information.

How do I change or cancel my order?

Orders can be changed or cancelled within 24 hours of being placed. Please email us at hello@curlwarehouse.com with your order number or forward us your order confirmation and indicate what you would like us to do with your order (change or cancel).

If your order has already been shipped, it cannot be cancelled.

What countries do you ship to? Where do you ship from?

We ship to Canada and the USA only.

Our warehouse is located in Calgary, Alberta, Canada. We ship all domestic orders from Calgary using Canada Post, FedEx, and UPS. There are no customs or duties charges for Canadian customers.

US-bound orders are shipped via USPS from Montana via a freight-forwarding service. There are no customs or duties charges for American customers and this ensures a much faster delivery time.

 

How much is shipping?

Shipping costs are determined by your order weight, dimensions, and your location. All shipping costs shown at checkout are real-time, calculated rates and are the amounts we are charged to ship your order. Curl Warehouse does not make money on shipping your items.

Orders over $99 ship for free within Canada and the USA. Orders that ship for free will be sent in the most economical way based on your location.

For faster shipping, we recommend UPS or FedEx.

If you are in Calgary you can pick up your order for free at our warehouse location at 526 42 Ave SE. Please select "pick up" at checkout. We will email you when your order is ready to be collected.

When will my order arrive?

Our processing time is 3-5 business days. The shipping option chosen at checkout does not impact our processing time, which is the same for all orders. 

Shipping transit time is based on your location.

Once Curl Warehouse has handed your order off to a courier or delivery service, we do not have any further information regarding delivery times than what is shown on your tracking page.

Approximate shipping timelines (not guaranteed):

Western Canada: 1-3 business days

Eastern Canada: 4-12 business days

Mainland USA: 1-5 business days

If your order appears lost in transit, please contact us so that we can start an investigation with the shipping company.

What is the status of my order?

Our processing time is 3-5 business days. Orders are not shipped on weekends or holidays.

If your order is going to be delayed for any reason, we will send you an email within the processing time to let you know.

If it has been more than 5 business days and you have not received a shipping confirmation email, please send us a message at hello@curlwarehouse.com with your order number.

Can I track my order?

Yes. Please check your inbox for your shipping confirmation email. This contains a link to the tracking information for your shipment.

Payment

Can I pay for my order when I pick it up in store?

No. All orders completed online for pick up will be charged at the time the order is made. If you'd prefer, you are welcome to stop in and shop in store if you'd prefer not to order online.

Where is my refund?

If you have received an email regarding a refund, please allow 3-7 business days for it to appear back on your original payment method. If this has passed and it has not appeared, please send us an email at hello@curlwarehouse.com.

Returns

Can I return or exchange an item?

Our policy return policy is active for 14 days from the date your package is marked as received based on your tracking information. If more than 14 days have gone by since your purchase, we can’t offer you a refund. 

We do not offer exchanges.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Seals or safety caps must not be broken or removed.

We do not accept returns of used products. If a product is returned to a store, it is thrown in the garbage. The process of trying a product and returning it used is responsible for thousands of pounds of garbage added to the landfill every year. Curl Warehouse will not be part of this problem and we encourage our customers to try travel sizes first, if possible. If a product is not to your liking, you can try selling it to another curly person on one of the several Canadian curly buy/sell/trade groups on Facebook. Chances are someone else will be happy to take it off your hands!

Products that have been used are not eligible for any refund.

How do I return an item?

If you are shipping an item back to Curl Warehouse, please email us at hello@curlwarehouse.com to let us know of the incoming return. 

To complete your return, we require a copy of your order receipt or order number.

Please do not send your purchase back to the manufacturer.

My order has arrived but damaged/incorrect. What can I do?

In the rare event that your order arrives damaged or incorrect, please email our customer service team via hello@curlwarehouse.com with the details. If your item is damaged, we will request photos in order to place a claim with the shipping company. If an error has been made on our part, we will correct it as quickly as possible.

If you've changed your mind since placing your order and would like to return a product, please send your order number to hello@curlwarehouse.com and let us know what you'd like to return. All returned items must be in brand new condition, otherwise they will not be eligible for a refund.

Misc

Can you provide product recommendations?

For product recommendations via email, please send Lisa a message at products@curlwarehouse.com with information on your hair and what kind of products you are looking for.

If you are in the Calgary area, you can stop in and visit us in store during our opening hours. Our knowledgeable staff will be happy to make some recommendations for you based on your hair needs.

Do you sell gift cards?

We do! Our gift cards are sent electronically via email. You can forward them on to your recipient or print off the gift certificate to give to them. You can find our gift card options here.

Can you sell XYZ brand?

We are always on the lookout for new brands to carry at Curl Warehouse. Please send us an email at hello@curlwarehouse.com with your suggestions!

When will you restock this product?

We continue to experience delays in receiving orders, and our manufacturers are constantly being faced with shortages of ingredients and packaging. We are all doing the best we can to ensure the products you want are available.

Restock dates, when known, are posted on the front page of Curl Warehouse's website.