FAQ

Orders

How to order?

To order from us, browse our Hairup.ca website to explore our product range and offers. When you find an item you’re interested in, simply click on it to view more details. Then select “Add to Cart” to include it in your order. Once you’ve completed your shopping, go to the “Checkout” section. You will see all the payment options available to finalize your purchase here.

Can I cancel my order?

Yes, you can cancel your order within 30 minutes after placing it. To cancel, please contact our Customer Service team at info@hairup.ca. However, please be aware that cancelling your order is not guaranteed, but we will do our best to accommodate your request.

Can I place an order from abroad?

We only ship to all of Canada. However, if you have a contact person in Canada, you can place your order and have it shipped to their address. Please include the contact person’s local phone number when placing your order so we can easily coordinate delivery across Canada.

Account

How do I open an account?

To open an account, you first need to click on the “Register” button. You will then be asked to enter all the necessary information, including your details. After filling out the form, click on the “Login” button to complete the registration process.

Where can I edit my account details?

To change your account details, simply go to the “My Account” section. There, you’ll get access to your personal account, where you can manage all of your data. In this section, you can do everything from updating your contact information to changing your preference

How do I reset my password?

To reset your password, go to the login page and select the “Forgot your password?” option. This will start the password reset process. Follow the instructions, including verifying your email address or answering security questions. Once verified, you can create a new password and regain access to your account.

How can I receive your Newsletter?

To receive our newsletter, just find the “Subscribe” field on our website. Enter your email address in the box provided, and you will be subscribed to our newsletter. It’s a quick and easy way to stay in touch with the latest news, offers, and updates from us.

Ingredients

Do HairUp partner products contain any gluten?

Most of our products are gluten-free and made with meticulous attention to detail to ensure the highest quality. Although most of our products are gluten-free, we recommend checking the ingredient list on each product to ensure it is suitable for your needs. We understand the importance of providing products to accommodate a variety of dietary restrictions and sensitivities, striving to meet the needs of a diverse customer base.

If you have any questions about product specifications, please contact us at info@hairup.ca.

Are HairUp partner products tested on animals?

HairUp Partners products meet strict ethical standards and are cruelty-free. They do not conduct animal testing, ensuring their formulas are effective and compassionate.

If you have any questions about product specifications, please contact us at info@hairup.ca.

Are HairUp partner products certified organic?

While many of our partner products contain certified organic ingredients, it is important to note that if a product does not have an Organic Brand Badge on it, the ingredients as a whole have not been certified organic.

If you have any questions about product specifications, please contact us at info@hairup.ca.

Do any HairUp partner carried products contain silicone?

Yes, the hair care industry is just starting to become more conscious, and not all products are perfectly pure. Some products manufactured by HairUp partners may contain silicone. It is important to carefully check the ingredient list on each product to determine if silicone is included.

If you have any questions about product specifications, please contact us at info@hairup.ca.

Do any HairUp partner products contain synthetic fragrance?

Yes, products contain fragrance. The hair care industry is increasingly discussing ingredient purity, but not all products are completely free of certain ingredients, such as fragrance. We strive to strike a balance between striving for purity of formulation and providing a pleasant experience for our customers.

If you have any questions about product specifications, please contact us at info@hairup.ca.

Payment

What payment options do you accept?

We accept various payment methods, including Visa for bank cards and PayPal and Apple Pay for digital wallets. Additionally, we offer flexible payment plans through Afterpay and Klarna, allowing for interest-free installment payments under the “buy now, pay later” scheme.

Can I change my payment details?

Yes, you can change your payment details by contacting us at info@hairup.ca. We will help you update your payment method accordingly.

Do you accept payments by installments?

Yes, we offer flexible payment plans through Afterpay and Klarna that allow you to make installment payments. These options allow you to buy now and pay later in interest-free installments.

How do I pay through credit card?

To pay by credit card, simply select “Credit Card” under “Payment Method” during the checkout process.

Delivery

How much is the shipping fee?

We offer free shipping nationwide for all orders of CAD 75 or more. This means you can enjoy the convenience of having items delivered to your doorstep without any additional shipping charges.

When can I expect my order?

You can expect to receive your order within approximately 3 business days of purchase. We are committed to processing and shipping all orders promptly within the specified time frame to ensure on-time delivery.

Can I change my delivery details?

Certainly, if you need to change your delivery details, please contact us at info@hairup.ca, and we’ll assist you with the necessary adjustments.

Do you ship internationally?

No, we currently only deliver within Canada. We do not offer international shipping services at this time. If you have any questions about shipping within Canada, please contact us at info@hairup.ca.

Returns & Exchanges

What is your return process?

Our return process requires that your item be unused and in its original packaging to be eligible. You’ll also need to provide a receipt or proof of purchase. Upon receiving your return, we’ll inspect the item and notify you via email whether your refund has been approved or rejected.
If approved, your refund will be processed, typically within 15 business days from the date we receive your return. The refund will be credited to your original payment method. If you encounter any delays in receiving your refund, please follow these steps:
1) Double-check your bank account.
2) Contact your credit card company.
3) Reach out to your bank.

If you’ve completed these steps and still haven’t received your refund, please contact us at info@hairup.ca for further assistance.

Do you accept exchanges?

We only accept exchanges for items that are defective or damaged. If you need to exchange a product for the same item due to such issues, please reach out to us via email at info@hairup.ca.

What if my item was missing, incorrect, defective, or damaged?

If your order contains missing, incorrect, defective, or damaged items, we sincerely apologize for any inconvenience. Please contact us immediately at info@hairup.ca, and we will help you resolve the problem.

When contacting us, please provide the following information:

Your order number
The name of the product(s) you are having problems with
A brief description of the problem (e.g., missing product, wrong product, defective/expired product)
Photos and video of the problem product(s), if possible.
We will immediately take the necessary steps to resolve the situation as soon as we receive this information.

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