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Shipping & Returns

 
Hello! Thank you for browsing our store. We hope to welcome you into our curly family soon. Please review the information below before placing your order to ensure a smooth experience.

Terms and Conditions:

When placing an order, you are required to confirm that you have read, understood, and agree to our Terms and Conditions.

You acknowledge that the shipping address provided is accurate. If an order is not delivered due to an incorrect address and is returned to Bounce Curl, we may either refund the product cost (excluding shipping) or reship the order to the correct address for an additional shipping fee.

If an order is not delivered and is not returned to Bounce Curl, or becomes lost in transit due to an incorrect address, Bounce Curl is not responsible and no refund will be issued. Shipping addresses cannot be edited once an order has been shipped. Customers are also responsible for any applicable customs duties and fees on international orders. 

Shipping, Lead Times, Custom Fees:

  • Orders are typically processed within 1–2 business days after they are placed. Once your order has been processed, your selected shipping method will apply.

  • Delivery estimates for orders are generally 5–10 business days from the shipment date. Please note that delivery times may vary due to carrier delays, peak holiday periods, new product launches, or high peak seasons.

  • Bounce Curl is not liable for any delays in transit once the package has left our warehouse. Tracking information will be sent to your email, or you may monitor your shipment at any time via BounceCurl.com under the “Orders” section of your account. 

  • If the address you provided is incorrect and items are returned to Bounce Curl, you will be charged for the cost of shipping to resend the package. If you have any questions or concerns regarding your order, please contact us at shipping@bouncecurl.com.

Worldwide Shipping Terms:  

  • All international orders may be subject to customs & duty fees upon arrival at the destination country. Please note that these fees are paid to your local carrier or government and are not collected by Bounce Curl. We ship all international orders as DDU (Duties delivered unpaid) which means that we do not collect any local taxes & fees in the price charged on our website. Please do consider import duties if you are shopping internationally.
  • Shipping to an international address can take 30 or more business days. Due to external factors such as distance traveled, packages may incur delays- Bounce Curl is not liable for any delays in transit once the package leaves our warehouse. Your international package is trackable to the end destination. By placing an order with Bounce Curl, you authorize us to facilitate shipment to your address outside the United States. You also acknowledge that, pursuant to the customs laws of your place of delivery, your shipment may incur duties and import taxes upon delivery. Your local customs authority determines this charge. Payment of these charges may be necessary to release your order from customs. For more information, please consult your local customs office. 

Return, Exchange & Replacement Policy

Non-Returnable Items:

  • 2 oz and sample size trial and travel products. 
  • Used accessories, including but not limited to combs, brushes, clips, bonnets, turbans, etc, without cause.
  • Open supplements, including tea, vitamins, and Gummies.
  • Items purchased directly from Amazon or one of our authorized salons or retailers. Please contact the originating retail establishment directly. 
  • Certain items, including but not limited to clearance or final sale products, may not be eligible for return. Please refer to the product details at the time of purchase for any specific return restrictions.

Non-Damaged Returns:

  • Products: Must have more than 75% of its original content remaining.
  • Individual product within a kit: Must have more than 75% of its original content remaining. 
  • Accessories: Must be new and unused.
  • Supplements: Must be new and never opened.
  • Bulk Orders: For orders of 10 or more items, a 15% restocking fee will apply. This fee covers the additional handling and processing required for bulk returns.
  • A Return Authorization (RA) number must be requested and approved by our customer service team before a return can be accepted and processed. 
  • Returns must be requested and returned within thirty (30) days of the delivery date. Shipping costs are non-refundable.
  • Click HERE to request a Return Authorization number.

Shipping Back Your Return:

  • Receive the Return Authorization (RA) number via email.
  • Box your return item(s) and include the RA number inside the shipment.
  • Consider using a trackable shipping service or purchasing shipping insurance. We are not responsible for returned items until they are delivered to us. 
  • Ship your return to Bounce Curl’s address on the RA approval email.  
  • Return shipping costs are not covered by Bounce Curl, and we do not provide prepaid return labels. Please note that shipping costs from the original order are non-refundable. 

Processing A Refund:

  • Our refund policy covers returned items that receive an RA number and are returned within 30 days of the delivery date. If more than 30 days have passed, we cannot offer a refund without cause.
  • Shipping costs are non-refundable under any circumstances.
  • We require an order number or proof of purchase to process your return.
  • Refunds will be issued using the original payment method, minus any applicable fees or discounts.
  • Once we receive and inspect your return, we will email you to notify you of the refund status.
  • If approved, your refund will be processed, and a credit will be applied to your original payment method within 3-5 business days.
  • Click HERE to request a Return Authorization number.

Damaged Products:

  • If an item is damaged during shipping, please send photos of the damaged or leaked item. Please note that damage to the outer packaging during transit does not qualify for coverage.
  • A replacement must be requested and approved by our customer service team before a replacement can be authorized and sent. 
  • Damaged replacements must be requested within seven (7) business days of the delivery date.
  • Click HERE to request a replacement.

Product Exchange: 

  • Products: Must have more than 75% of its original content remaining.
  • Accessories: Must be new and unused.
  • Supplements: Must be new and never opened.
  • A Return Authorization (RA) number must be requested and approved by our customer service team before an exchanged item can be accepted and replaced. 
  • Items must be requested and returned within thirty (30) days of the delivery date. Shipping costs are non-refundable. 
  • Click HERE to request a Return Authorization number.

Shipping Back Your Exchange Item:

  • Receive the Return Authorization (RA) number via email.
  • Box your item(s) and include the RA number inside the shipment.  
  • Consider using a trackable shipping service or purchasing shipping insurance. We are not responsible for returned items until they are delivered to us. 
  • Ship your item to Bounce Curl’s address listed on the RA approval email.  
  • Bounce Curl does not cover return and outbound shipping costs.
  • Once we receive the original product, we will credit your account for the product cost, create a new order for the exchanged item, and send you the invoice for payment. Once the invoice is paid, the exchanged item will be sent. 

Discount Codes:

  • Our system only allows one discount code per order. 
  • Discount codes do not apply to our already discounted kits, travel-size products, and virtual hair consultations.

ShipShield Package Protection Policy: 

ShipShield Package Protection helps protect online orders against loss, theft, and damage during transit, providing customers with a simple way to resolve shipping issues.

Lost Items: A package may be considered lost if it has not been marked as delivered and there have been no tracking updates for:

  • 15 days for domestic shipments

  • 45 days for international shipments, including Canada

Delivered to the Wrong Address
A package may also be considered stolen if the customer provided the correct shipping address, but the carrier delivered the package to the wrong address. 

Claims for lost packages must be filed within 10 days of the last tracking update. 

Stolen Items: A package may be considered stolen if it is marked as delivered by the carrier but was not received by the customer.

Please note:

  • Claims for stolen packages must be filed within 10 days of the delivery date.

  • Claims cannot be submitted sooner than 5 days after the package is marked as delivered.

  • A police report is required for stolen package claims before a claim can be submitted.

Damaged Items: A package may be considered damaged if the product itself is unusable due to damage sustained during transit.

To qualify for a damaged item claim:

  • Claims must be filed within 7 days of the delivery date.

  • Photos and/or videos of the damaged product are required.

  • The damage must affect the usability of the product. Damage to the outer packaging during transit does not qualify for coverage. Leaked products may qualify for coverage if the product itself was damaged or compromised during shipping.

ShipShield only provides replacements and does not offer refunds. Please note that any approved claim is eligible for a replacement of the same product that was lost, stolen, or damaged during transit. 

For any questions or further assistance, please contact our customer service team at info@bouncecurl.com. We are here to support you.