Shipping & Delivery Policy

At DNA Hair Tools, we want your order to arrive safely and as quickly as possible. Below you’ll find important information about processing times, delivery estimates, tracking, special-event orders, and what to do if you need assistance.

Order Processing

Online orders are typically processed within 1–3 business days, Monday through Friday, excluding weekends and holidays.

Orders placed by 11:00 AM PST may begin processing the same business day. Orders placed after that time, on weekends, or on holidays will begin processing on the next business day.

During sales, promotions, product launches, holidays, trade shows, or periods of high order volume, processing may take additional time. We appreciate your patience while our team carefully prepares each order.

What Happens During Processing

Once your order is placed, our team begins preparing it for shipment. During this time, we may:

— Verify payment
— Confirm order details
— Prepare and inspect the item
— Package the order for safe delivery
— Create a shipping label and tracking number

Once your order has been processed and shipped, you will receive a shipping confirmation with tracking information.

Delivery Estimates

Delivery times begin after the order has been processed and picked up by the shipping carrier.

Estimated delivery times may vary depending on destination, carrier volume, weather, holidays, and other conditions outside of our control.

Estimated delivery times:

— Continental United States: approximately 3–5 business days after shipment
— International orders: approximately 1–2 weeks after shipment, depending on destination and customs processing

Business days do not include weekends or holidays.

Please note that carrier delivery estimates are not guaranteed unless the shipping service specifically states otherwise.

Special Event, Trade Show & Delayed-Shipping Orders

Some purchases made at trade shows, expos, conventions, or special events may be marked for delivery after the event.

If your receipt or order form states that an item will be shipped in 10–14 business days, that timeline begins after the purchase is processed and the shipping request is completed.

Items marked as pre-order will be shipped according to the pre-order timeframe provided at the time of purchase.

If you purchased at a special event and need a shipping status update, please contact us with your receipt, full name, shipping address, and email used for the order.

Tracking Information

Once your order ships, you will receive a tracking number by email, text message, or the contact method provided at checkout.

Please allow the carrier some time to update tracking after the label is created. Tracking may not show movement immediately.

If you did not receive tracking information, please contact us:

Email: customerservice@dnahairtools.com
Phone/Text: (833) 398-0249

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at the time of purchase or when completing a shipping request.

DNA Hair Tools is not responsible for delays, failed delivery, or lost packages caused by an incorrect, incomplete, or outdated shipping address provided by the customer.

If you notice an address error, please contact us as soon as possible. While we cannot guarantee changes after an order has been processed or shipped, we will do our best to assist before the package leaves our facility.

Lost, Delayed, or Damaged Packages

Once a package has been transferred to the shipping carrier, delivery timing and final delivery are handled by the carrier. However, we understand how frustrating shipping issues can be, and we are happy to help review the situation.

If your package appears delayed, lost, damaged, or missing, please contact us with your order information and tracking number so we can assist you in reviewing the shipment.

In some cases, the customer may need to contact the shipping carrier directly or file a carrier claim. DNA Hair Tools may also assist with a claim when appropriate.

Packages Marked Delivered

If tracking shows that a package was delivered, please first check:

— Around your front door, mailbox, lobby, mailroom, leasing office, or package room
— With household members, neighbors, building staff, or front desk staff
— Whether the carrier left a delivery photo, GPS scan, or delivery note

If you still cannot locate the package, please contact us as soon as possible. We will review the tracking information and help determine the best next step.

Packages confirmed as delivered by the carrier are not automatically eligible for refund or replacement. Any replacement or courtesy resolution is reviewed case by case.

International Shipping, Customs & Duties

International customers are responsible for any customs fees, duties, taxes, import charges, or other fees required by their country.

Customs delays are outside of DNA Hair Tools’ control and may affect delivery timelines.

If an international package is delayed in customs, customers may need to contact the local customs office or carrier for additional information.

Shipping for Returns, Exchanges & Warranty Replacements

Shipping terms for returns, exchanges, and warranty replacements are handled according to our Return, Exchange & Warranty Policy.

Warranty replacements shipped directly to customers may be subject to shipping and handling charges unless otherwise approved.

For questions about a return, exchange, warranty replacement, or store credit review, please contact:

customerservice@dnahairtools.com
(833) 398-0249

Need Help?

We’re here to help. For order updates, tracking questions, address corrections, or shipping concerns, please contact DNA Hair Tools Customer Care:

Email: customerservice@dnahairtools.com
Phone/Text: (833) 398-0249

Please include your full name, order number or receipt, shipping address, email used for the order, and tracking number if available.