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Shipping & Returns Policy

 

We want you to love your experience with RŌZ as much as possible, which is why we’re here to help.

If you have any questions on our policies, please feel free to email us at hello@rozhair.com

Customer Service Hours are 9 a.m. – 5 p.m. Monday through Friday. Any emails sent Saturday and Sunday will not have responses until Monday. Please allow 2-3 business days for a response. 


Shipping

Shipping Confirmation

Once your order has been successfully placed, you will receive an email confirmation with your Order Number and Order Details.

Please double check that your shipping address is correct. Our warehouse processes orders quickly, and we are unable to make adjustments once the order has been picked up by our carrier service. 

When the order is shipped, you’ll receive a shipping confirmation email with tracking information. Please note that orders typically take 2-3 business days for processing before being shipped. 

Order Changes

We work hard to help you get your orders as quickly as possible. As soon as your payment is accepted and the order is confirmed, it is immediately in process to be shipped. This unfortunately means NO changes can be made to your order once it is placed. There may however be time to cancel your order altogether so you can start fresh. Please email us at hello@rozhair.com as soon as possible with the subject line "Cancellation" and your full name and order number. No guarantees, but we’ll let you know what we can do! 

Where We Ship

US Shipments: We currently ship to US domestic addresses as well as the non-contiguous US (HI and AK). We ship to PO Boxes/APO/FPO by ground only. We do not deliver orders to PO Boxes/APO/FPO via expedited shipping. If you place an order to a PO Box/APO/FPO and select expedited shipping, your shipping method will be downgraded to ground. The shipping of certain products may be restricted. This will be noted on the product detail page.

International Shipments: We are currently not shipping internationally.

Lost or Stolen Packages:

RŌZ is not responsible for packages marked as delivered by the carrier. It is the customer's responsibility to ensure a safe delivery location and to track their package using the provided tracking information.

If you believe your package has been lost or stolen after being marked as delivered, please contact the carrier directly to file a claim. RŌZ will not issue refunds or replacements for orders that have been marked as delivered by the carrier. However, we will assist customers in providing any necessary documentation or information required for the carrier's investigation.
If you have any questions or concerns about lost or stolen packages, please contact our customer service team for assistance. 

Shipping Costs

United States: US Standard shipping costs are determined by shipping address. Standard shipping on all orders less than $80 before taxes and shipping is based on shipping address and free for US orders of $80 or more before taxes and shipping (including AK and HI). Please note that order processing may take up to 2 business days after the order is placed for standard shipping.

2-Day US Domestic Shipping is also available for an additional cost. 

Taxes

US: All applicable sales tax will be charged on your order total based on shipping destination. Taxes will be itemized on your final order confirmation receipt.

Returns

Return Policy
We highly value our customers’ satisfaction. If you are unhappy with your purchase, all purchases made on rozhair.com are eligible for returns within 30 days of receipt with a $10 restocking fee.

Products eligible for returns must be new or gently used and in original packaging. If we determine that your products are ineligible for return, we will be unable to process the refund. 

Original shipping costs cannot be refunded. The $10 restocking fee will be deducted from your original total. 

Please reach out to our Customer Service team at hello@rozhair.com with your order number and reason for return or exchange to start the process.

What is a restocking fee?
This fee ensures that we are able to process the returned products back into our inventory and includes the cost of materials, shipping and handling involved with receiving your returned process. 

International Returns
We do not accept international returns.

Items Not Eligible for Return
The Healthy Hair Kit and The Sleek & Smooth Duo are ineligible for refunds. Any item returned after 30 days of receipt is not eligible for refund.

Exchanges
At the moment, we do not accept exchanges.

Refunds
Once the returned item has been delivered to our warehouse, your refund will be issued. 

If items are damaged upon receipt (without noticeable proof that it was damaged in transit) when we receive them, they will be ineligible for refund. Refunds exclude shipping charges and the $10 restocking fee. All refunds minus applicable charges and restocking fees will be credited to the original payment method. Credit card refunds will process within 10 business days, depending on your credit issuer.

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