Policies

ORDER ISSUES

ORDERING

***All purchases of Curl Definition products are taken through this online store. We receive payments from all major credit cards, Paypal and Afterpay. Some prepaid credit cards may not work. We do not receive Checks, Money Orders, Cash App, Bitcoins or Cash payments.

Promo codes and discounts can not be added to order after checkout has completed.

Orders can not be modified once checkout is complete, to include exchanges, addition of promo code and gift certificates.

Processing Time: ​Because all products are hand-crafted and made to order, orders are generally processed within 10 Business Days (Monday-Friday & non-Federal Holidays) from the time the order is placed, and may take longer during times of high demand, inclement weather and supply chain restraints due to the COVID-19 pandemic. *** Before completing your checkout, please ensure that you have provided the correct shipping address.

Backorder: Our products are either made to order or by scheduled batches. As a result some products that are in high demand may become back ordered. In this instance we will send out all available items and place the remaining item(s) on back order. Your remaining back order items will be shipped separately, as soon as possible and with no additional shipping costs to you. We will take all necessary steps to advise you in a prompt manner if this situation occurs.

**Tariff Note: On April 2, 2025, it was announced that all imports would be subject to tariffs, effective immediately. Some of these tariffs are as high as 50%. While this situation is changing rapidly, and we are doing our best to keep our website prices up to date, we must, unfortunately, reserve the right to cancel any large orders or contact you to adjust pricing as necessary. We will do our best to avoid this at all costs.

Inquiries: *Please address all inquiries to info@CurlDefinition.com and allow 48 hours for a response. Office hours

SHIPPING POLICY

 

Processing Time: ​Because products are hand-crafted and made to order, orders are generally processed UP TO 10 Business Days (Monday-Friday & non-Federal Holidays) from the time the order is placed, and may take longer during times of high demand, inclement weather and supply chain restraints.

Tracking: Once your order has been shipped, you will receive an email with your tracking information. You will not receive an update or be able to track your package until it is shipped. This email will be sent to the email address that you provide at time of ordering and will provide your tracking number. Please allow up to 3 days for USPS records to reflect updated shipping information for the provided tracking number. You will not receive an update prior to shipping unless there is a change in processing of your order.

Shipping Time: Please allow an additional 3-5 business days (not including federal holidays & weekends) for your carrier to deliver your items to you. Once your package has been shipped, please allow a full business day (not including federal holidays & weekends) for your carrier to update your tracking information in their system. *** Before completing your checkout, please ensure that you have provided the correct shipping address.

Expedited Processing: Expedited Processing is available upon request with packages to be shipped between Wednesday, with a fee of $14. Email request to info@CurlDefinition.com, providing "Expedited Shipping for order#" in the subject bar. An invoice will be sent via email. Please provide payment and reply with the order# generated when paying the invoice for expedited shipping as well as the matching order# of the products to be expedited.
 
  • International Shipping: International Shipping is not available at this time.  

***PLEASE NOTE
*Before completing your checkout, please ensure that you have provided the correct shipping address.

*Curl Definition is not held responsible for unclaimed packages or packages delivered incorrectly or lost due to incorrect or incomplete shipping information provided by a customer. Customer is held responsible for the return shipping cost and redelivery cost.
It is the customer's responsibility to make sure the delivery address is open for business and available to receive orders. If your business is closed or has special operating hours, communicate your status to the carrier.
*To correct your shipping address, email your request to info@CurlDefinition.com. Include in the subject line, “Shipping Address Update, Order#:”. Insert your order number after “Order#:”
*A shipping label will be created prior to shipping your package. Once your shipping label is created, we are not be responsible for an incorrect address provided by the customer.

*Shipping fees are nonrefundable for undeliverable shipments or refused shipments.

*No refunds will be provided if any parts of the address are incorrect or for unclaimed packages that were shipped according to the shipping information provided by the customer.

*The purchaser must cover the cost to reship, returned packages, undeliverable shipments or refused shipments.

*Curl Definition is not responsible for packages lost or stolen after the Carrier has confirmed possession of the package.

*There is a 15% restock fee for items returned, on a case-by-case basis.

*Please address all inquiries to info@CurlDefinition.com.

 

Lost/Stolen Package: Curl Definition is not held responsible for packages noted as delivered by the carrier to the address listed by the customer at the time of purchase.
 
 

RETURN, EXCHANGE & REFUND POLICY

Orders can not be modified once checkout is complete, to include exchanges, addition of promo code and gift certificates.

We do not accept returns, exchanges or provide refunds unless a wrong item was shipped to you. You may contact us at info@CurlDefinition.com to let us know of an issue. Each concern will be assessed on an individual basis and you will be contacted via email with instruction on how and where to return any merchandise, if applicable.

Damaged, mis-shipped or defective products must be communicated to info@curldefinition.com with in 15 days of delivery. Please provide your order# and photo images of the damaged, mis-shipped or defective product.

  • *Curl Definition is not held responsible for unclaimed packages or packages delivered incorrectly or lost due to incorrect or incomplete shipping information provided by a customer. Customer is held responsible for the return shipping cost and redelivery cost.
  • *To correct your shipping address, email your request to info@CurlDefinition.com. Include in the subject line, “Shipping Address Update, Order#:”. Insert your order number after “Order#:”
  • *A shipping label will be created prior to shipping your package. Once your shipping label is created, we are not be responsible for an incorrect address provided by the customer.
     
*Shipping fees are nonrefundable for undeliverable shipments or refused shipments.
 
*No refunds will be provided if any parts of the address are incorrect or for unclaimed packages that were shipped according to the shipping information provided by the customer.
 
*The purchaser must cover the cost to reship, returned packages, undeliverable shipments or refused shipments.
 
*Curl Definition is not responsible for packages lost or stolen after the Carrier has confirmed possession of the package.
 
*There is a 15% restock/handling fee for items returned and at the purchaser's expense, on a case by case basis.
 
*Please address all further inquiries to info@CurlDefinition.com.

Please be aware that unauthorized parties may sell counterfeit Curl Definition products on sales platforms outside of www.CurlDefinition.com, to include Amazon® and eBay®. Please purchase with caution and verify with Curl Definition, at info@curldefinition.com, whether a sales outlet is authorized to sell Curl Definition products. By doing so you assist us in resolving this problem. Curl Definition will not honor refunds or exchanges sold outside of www.CurlDefinition.

INTERNATIONAL SHIPPING POLICY

Unfortunately, we are unable to ship internationally due to the COVID-19 Pandemic. Curl Definition does not pay additional customs, duties, taxes, VAT or tariffs for shipping to USA territories.
 
Curl Definition is Excited to ship to our international customers. You will be able to view your shipping cost, duties and tax/VAT for your order during the checkout process. The shipping cost is based on a combination of the following factors that may include:
-The merchandise's country of origin or manufacture
-The merchandise classification, using a system adopted by the countries that we ship to
-VAT rates are set by the country to which the order is shipping
You may be invoiced if additional fees are required due to your shipping location, including any applicable fees, duties and taxes applicable to the country you selected at checkout. The price quote for any applicable fees, duties and taxes is based upon the laws and regulations of the country to which the order is shipping. If there are any additional fees those are the responsibility of the customer.
 
Note: If you refuse delivery of the shipment, you are responsible for payment of all return shipping fees and any applicable fees, duties and taxes; in this case, all such return shipping fees and any applicable fees, duties and taxes will be billed to the method of payment you used. Shipping fees are not refundable for undeliverable shipments or refused shipments.
 
Insurance: All international shipments are shipped fully insured and signature required.
 
Shipping Times: Depending on your location, shipping times can vary widely. In addition, customs agents may delay delivery of some packages, Curl Definition cannot guarantee any delivery times.
 
Small Charge Verification: International credit cards may require a specialized procedure that assists us in verifying cardholder identity. By placing an order on CurlDefinition.com, you agree to a possible small charge for such verification. If we require further verification, we will email you to verify and confirm your order and you can follow the link and instructions provided. We will charge a small sum to your credit card (usually under $3.00), which amount will be refunded immediately following verification. You will then need to check your credit card account to see how much was charged, and then let us know to confirm. If your response matches the actual amount charged, we will ship your order within 1-2 business days.nTo help speed up the verification process, please respond promptly to our verification email.
 
Exchange Rates: Exchange rates change constantly, Curl Definition is not responsible for any loss incurred as a result of currency fluctuation.
 
Privacy Policy (see domestic privacy policy): CurlDefinition.com website is hosted in the United States. Please be advised that through your continued use of the website, which is governed by U.S. law, this Privacy Policy, and our Conditions of Use, you are transferring your personal information to the United States and you consent to that transfer.
 
Unfortunately, we cannot refund international shipping charges, customs, duties, taxes, VAT or tariffs. In special cases, if you are returning a purchase, you may be eligible for a refund of a portion or all of the duties and taxes from your local customs office. Contact info@curldefinition.com for more information

PRIVACY POLICY

Curl Definition is extremely respectful of your privacy. It is our priority to maintain the security of your information and will never sell or misuse your information.

Our Third party service providers may place cookies on your browser for targeted purposes. We require this information to understand your needs and to improve our products and services as well as to customize our website according to your interests. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address you provide. From time to time, we may use your information to contact you for order update purposes.

Information collected may include IP addresses, cookie identifiers, and website activity. We may collect personally identifiable information that you provide to us and information about your order which may be combined with other personally identifiable information (such as demographic information and past purchase history) available from our records and other sources. This information may include name, phone, email address, demographic information such as postcode, preferences and interests. We also use Pixel Tags to collect information regarding your browsing experience. This information will be used to make our future marketing efforts more efficient and to provide you with a more relevant and timely brand and shopping experience.

We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. If you have any questions about the details of our privacy policy or prefer that we do not share your name and address with other marketers, please email us at info@curldefinition.com.

PAYMENT

of Curl Definition products are taken through this online store. We receive payments from all major credit cards, Paypal and Shop Pay & Google Pay. Some prepaid credit cards may not work. We do not receive Checks, Money Orders, Cash App, Bitcoins or Cash payments.

Promo codes and discounts can not be added to order after checkout has completed.

AUTO-SHIP SUBSCRIPTION

Our Auto-ship Subscription Plans offer the option of setting your auto-shipment for every 30, 60 and 90 days. Beyond the benefit of not having to worrying about running out of your favorite hair products, you have the added benefit of receiving your products at a discounted rate and will be automatically charged based upon you selected plan.

For more information on our Subscription Policy visit, https://curldefinitionsystems.com/subscriptions.

STEP BY STEP INSTRUCTION TO MANAGE SUBSCRIPTION.

LOYALTY PROGRAM - CURL CODE POINTS

Thank you for being such a loyal customer.
Each purchase adds 1 Curl Code Point for every dollar spent. For every 75 Curl Code Points you can redeem $5.
 
To reddem, log into your account at www.CurlDefinition.com by clicking on the head and shoulders icon in the top right.
Click the Loyalty Program button in the bottom left.
Click "Ways to redeem", then click redeem
A redeem code will be generated.
 
Points can be redeemed via a redeemed promo code on the checkout page, under the items that you selected to purchase. You would click "+Add a coupon code” to add the promo code to your order. If the code box is not available, you may have selected to add the code to an auto-shipment subscription. Promo codes may not be applied to subscription purchases, which are already discounted. However, you may be able to apply the code to your next one-time purchase. Additionally, keep in mind that you may only use 1 promo code at a time.

PROMO CODES

Promo codes are added on the checkout page, under the items that you selected to purchase. Click "+Add a coupon code” to add your promo code to your order. If the code box is not available on your device, attempt ordering on another device or browser.
 
Also keep in mind, promo codes are case sensitive and many codes are one use per customer. You may only use 1 promo at a time, and may not apply a promo to a subscription which is already discounted.
 
Orders purchased with a promo code are non-refundable.

DISCLAIMER – Because We Are Not Physicians

Curl Definition is not providing medical advice. Consider all information provided about product ingredients, their uses, and best practices to be common knowledge. Any statements on our site or products should not be considered medical advice. You should always consult a physician with any medical concerns. As with any products, if you notice irritation, itching, burning, redness, or any uncomfortable feeling, promptly wash the area of use and discontinue use.

Please carefully read each product’s ingredients before use to avoid any allergic reactions. Ingredient lists are available on the individual product page.

CUSTOMER SERVICE

For Inquirie, email Info@curldefinition.com
or call (833) 287-5333
Monday - Friday: 9:00 AM - 5:00 PM EST
Non-Federal Holidays
 
Please allow 2 business days for email responses.

We are closed during the following company holidays
New Year's Day – January 1, 2024
Spring Holiday – March 29, 2024
Memorial Day – May 27, 2024
Juneteenth - June 19, 2024
Independence Day – July 4, 2024
Labor Day – September 2, 2024
Thanksgiving – November 28 & 29, 2024
Christmas – December 24 -25, 2024
New Year – December 31, 2024 - Janurary 1, 2025

BY ORDERING FROM OUR WEBSITE YOU CONFIRM YOU HAVE READ,
UNDERSTAND AND AGREE TO THE ABOVE AFOREMENTIONED TERMS.